Bilingual Customer Support & Admin Professional
Resume:
ALMA
GUILLEN SERRANO
CONTACT
************@*****.***
SKILLS
LANGUAGES
OBJECTIVE
Bilingual (English/Spanish) Customer Support & Administrative Professional with over 7 years of experience providing exceptional service in healthcare, remote call center, and administrative operations. Skilled at handling Medi-Cal applications, high-volume inbound/outbound calls, CRM systems, and client relations. Adept at working in fast-paced, remote environments using modern collaboration tools. Recognized for delivering efficient solutions, maintaining compliance, and improving customer satisfaction.
PROFESSIONAL EXPERIENCE
(WFH FANEUIL) REMOTE
Ttec (TeleTech) - HealthCare Solutions 08/15/2025 - present Provide customer support for Covered California, assisting consumers and providers with Medi-Cal applications and updates
Handle high-volume inbound calls and respond to eligibility inquiries, enrollment updates, and healthcare plan changes Guide consumers through application processes, ensuring accuracy, compliance, and confidentiality
Document consumer interactions and application updates in CRM systems with precision
Collaborate remotely with team members using Zoom, Microsoft Teams, and internal communication platforms
Consistently meet daily performance metrics, including call handling time, resolution rates, and customer satisfaction scores INSIDE SALES REPRESENTATIVE
Cutco 05/2025 - present
Delivered remote customer service and sales support via phone and email
Conducted virtual product demonstrations via Zoom, increasing engagement by 30%
Maintained CRM system by logging client communications, sales activities, and follow-ups
Created and distributed weekly sales reports using Excel Quality Control
Caregiver
Hiring assistant
Onboarding
Janitorial
Payroll
HR Support
Chat Communication
Customer Support
Scheduling
Data Entry
Case management systems
CRM
Google Workspace
Microsoft Office
Microsoft Teams
Zoom
Medi-cal Applications
Call Handling
Customer service
Spanish
English
Upsold additional products by identifying client needs and preferences
IN HOME CAREGIVER
IEHP 04/2019 - 07/2024
Provided personalized assistance to clients with daily care, medication management, and mobility support
Maintained accurate activity logs and communicated with healthcare professionals and family members
Supported independent living by assisting with errands, meal preparation, and light housekeeping
RECEPTIONIST, JANITOR
Dolores Janitorial 04/2020 - 07/2023
Managed inbound calls, scheduled appointments, and maintained client records
Assisted with billing, payroll tracking, and inventory orders Provided bilingual customer support in English and Spanish RETAIL SUPERVISOR / HR ASSISTANT
CCM California 03/2018 - 12/2020
Supervised and trained staff while handling payroll, onboarding, and benefits inquiries
Managed scheduling, inventory control, and performance evaluations
Streamlined operations by reducing shrink and improving workforce productivity
RECEPTIONIST / HR ASSISTANT
Security Defense 06/2016 - 10/2018
Oversaw front-desk operations and applicant tracking processes Maintained employee records and assisted with onboarding and benefits enrollment
Covered post for security guard ejected staff was short. OFFICE ASSISTANT / QUALITY CONTROL
Mackie International Inc. 03/2012 - 06/2014
Reviewed shipping documentation, managed records, and handled customer inquiries
Performed quality inspections to ensure accuracy and compliance
CUSTOMER SERVICE REPRESENTATIVE / DATA ENTRY
Pacific Monarch 07/2007 - 08/2010
Handled inbound calls, processed payments, and resolved billing issues
Maintained a 90%+ first-call resolution rate, ensuring customer satisfaction
EDUCATION
HIGH SCHOOL DIPLOMA
John W. North High school 2004 - 2007
SPANISH
Riverside City College 01/2021 - 08/2021
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