Bilingual Customer Service & QA Specialist

Sandra Goldstein ***** Grant Street

970-***-**** Northglenn, CO 80233

******.***********@*******.***

Summary of Qualifications

I am a highly focused team player with a strong work ethic and leadership ability. I have excellent bilingual verbal and written communication skills (English/Spanish) along with multitasking capabilities blending analytical approach with high quality customer service. I am well versed in QA, Data Mining, floor organization, scheduling, and general working of most call centers. I enjoy making sure things run as smoothly as they can, and all parts of the project are in order and on time. I work independently as well as working well under pressure and understand the importance and meaning of a deadline. In that same vein, I understand the meaning of teamwork and the importance it offers to see a project come to fruition.

Customer Service Representative — Kaiser Permanente

Work From Home, April 2025 to February 2026

Delivered professional, highquality support to internal and external customers, consistently reflecting Kaiser Permanente’s commitment to exceptional member service. Resolved member concerns by gathering information from Health Plan, medical group, and facility personnel, ensuring accurate case handling and timely service recovery. Assessed member data to determine appropriate actions, supporting key Contact Center performance guarantees including firstcall resolution, complaint compliance, member retention, and timely followup. Maintained full compliance with Kaiser Permanente’s Principles of Responsibility by safeguarding confidential information, documenting all interactions accurately, and protecting organizational assets. Collaborated with diverse departments to meet member needs, streamline issue resolution, and support departmental service goals. Applied strong knowledge of policies, procedures, and customer needs to complete a wide range of tasks with accuracy and minimal supervision. Completed required training and effectively used internal tools and systems to retrieve information and support efficient, informed member interactions. Demonstrated awareness of how individual performance influences overall member experience, contributing to continuous improvement within the Member Services Contact Center.

Senior Planet Instructor, June 2022 to June 2024

Instructor for adults 55 and over, using their proprietary OATS curriculum. Instructions given for everything from basic cellphone usage on both Android and Apple to how to use your IOT devices and systems both in person and online.

Front Range Mobile CPR

Owner, Operator, and Registered Instructor January 2020 to Present.

I am teaching on my own and run review sessions with a couple of different Training Centers for First Aid and Life Support. Since Covid began, I have been running it as a fully online business, but I do have the capability of teaching in person. This includes future reviewers and instructors as well your everyday person and medical personnel. I must keep track of my students along with the schedules from the different training centers then be aware of what stage of progress they are in so I know what my next step with them will be. I run classes in both Spanish and English.

Sunrun Senior Project Operations Sales Support February 2018 to August 2019.

Assisted sales with getting clean deals to go through. We assisted with everything from login passwords, title searches, processing of proposal and opportunities, to verifying that needed paperwork was in order and that all deals that go through are clean and complete.

Sunrun Tier 2 February 2017 to November 2018.

In my three years with Sunrun I have become proficient in Salesforce, NOC, Verification Calls, DocuSign, customer agreements, and the general workings of the Sunrun Customer Service environment. My daily average is 61% per day and currently running 2nd on the floor for case output. I have learned quite a bit about our organization in that time and look forward to learning more in all my future roles within the Sunrun organization.

Sunrun Tier 1 July 2016 – February 2017

I provided first level support for English and Spanish speaking clients. I believe my numbers from my time in Tier 1 should speak for themselves, but my goal has always been to provide the best level of service to all our clients at all times, no matter what the situation.

Nissan Tier 1 Support Pomeroy Denver, Co November 2015 to February 2016

I provided phone desktop support/consulting services and problem resolution in English and Spanish. Working in Service Now we create and dispatch tickets for desk side support. Our main focus is on customer service and first resolution issues as in password resets and basic internet settings. We work with everyone from headquarters to dealerships and working plants.

FTS-3Tech Billable services CSR Level3 Communications Broomfield, CO February 2014 to September 2015

3Tech is a billable service within the Level3 infrastructure. We performed our work via incoming calls and emails. Based on information from clients we would create and reply to their requests. Schedule with field technicians within the US, Europe, and South America. Made sure that all information on ticket was correct, that it was exactly what was needed based on the work being request. Provided accurate and consistent customer communication during established timeframes using phone, email, and ticketing notes.

Customer Service Representative Cbeyond Denver, Co June 2012 to February 2014

Took inbound calls where we diagnose and do all the First Level troubleshooting of Cisco IAD equipment. Experience with Cisco IAD used at nearly every customer location. Diagnose slow internet and find errors at interfaces on Cisco IAD. We troubleshoot Hosted Microsoft Exchange accounts and Outlook users along with the set of and configurations of phone. Cloud Product Support for Cloud PBX and Cloud servers. Troubleshooting of phone systems by looking at call traces to analyze call failures and calling issues. There is also Web-hosting support for DNS and Control Panel issues. Applications support for Anti-virus and secure backup. Our standard call volume averages between 40-50 plus calls per day.

Customer Service Representative Northrop Grumman/Teksystems Lafayette, CO February 2012 to June 2012

Steady volume call center supporting Northrop Grumman employees. We covered everything from Endpoint Encryption of laptops and RSA connectivity to password resets. Our standard call volume averages between 30-50 plus calls per day. MS Office Communicator is used to remote into client machines so that we may solve our issues in a timely and professional matter.

Business Technical Support Comcast Communications Joliette, CO June 2010 to February 2012

Providing support to Comcast business clients only. I am currently ranking #4 on the floor for productivity at 8.9 as of the month of May for 2011. Provision and maintain telephony switches along with checking for outages if warranted per call. I reset, provision, and/or load static IPs on to modems and I am also able to verify connectivity to our business gateway modems or our Arris modems for telephony. I Document details of customer interaction by opening tickets in trouble ticket systems and record appropriate information in database for each call received. I also support TV service.

Customer Service Representative Toyota Services/Teksystems Lafayette, CO April 2009 to February 2010

Steady volume call center supporting Toyota employees and executives. We covered everything from

Endpoint Encryption of laptops and RSA connectivity to password resets. Also did some work with their Lotus Notes Knowledge Base upkeep and entering of new information sent in by current and new client. Our standard call volume averages between 40-60 plus calls per day. SMS and NetMeeting is used to remote into clients machines so that we may solve our issues in a timely and professional matter.

Customer Service Representative TIAA-CREF/ITP Consulting/Teksystems Thornton, CO March 2008 to January 2009

High volume call center environment. I averaged 60-80 plus calls a day and we cover everything from Active Directory password resets to VPN support for CREF employees. There are over 120 supported applications the desk supports. This is a very independent working environment; some solutions were only found by independently researching and working closely with other departments based on the situation. Tivoli and NetMeeting were used to remote to clients machine so that we may deliver the best possible support.

•Customer Service Representative StarTek, WildBlue Satellite Internet Greeley, CO Nov 2007 to March 2008

•Technical Support Analyst Franklin Templeton Investments St Petersburg, Florida Nov 2006 to August 2007 • Dell Technical Support Analyst Computer Generated Solutions Tampa, Florida Sept 2006 to Nov 2006

•Service Delivery Lead

•IBM/Computer Generated Solutions Tampa, Florida 2000 to Sept 2006 Promoted to Service Delivery Lead in 2004.

•Technical Lead/Trainer/Subject Matter Expert (SME) IBM/Computer Generated Solutions Tampa, Florida 2002 to 2004 Promoted to Technical

•Computer Generated Solutions Tier 1 Tampa, Florida 2000 to 2002

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