Bilingual Customer Service & Dispatch Operations

JUDITH SALALLANDIA

Downey, CA +1-562-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Bilingual Customer Service and Operations professional with 8+ years of experience supporting customers, coordinating schedules, managing high-volume communications, resolving service issues, and maintaining accurate records. Experienced in dispatch operations, front-desk support, billing and collections, appointment scheduling, order and data entry, and cross-functional coordination. Recognized for strong communication, attention to detail, organization, and the ability to remain calm and solution-focused in fast-paced environments. Proficient in Microsoft Office and experienced in learning and utilizing multiple software systems. Fluent in English and Spanish. CORE SKILLS

Customer Service & Customer Experience Customer Issue Resolution & Escalation Scheduling & Appointment Coordination High-Volume Phone & Email Communication Dispatch & Logistics Coordination Order Entry & Data Entry Customer Status Updates Billing, Collections & Accounts Receivable Accurate Recordkeeping & Documentation Microsoft Word, Excel & Outlook Google Docs & Calendar Staff Training & Team Support Problem Solving & Critical Thinking Time Management & Prioritization Bilingual: English & Spanish PROFESSIONAL EXPERIENCE

Front Desk Receptionist

ELARC — Whittier, CA April 2026 – Present

• Serve as a primary point of contact for visitors, customers, staff, and service coordinators in a professional front-desk environment.

• Answer and route incoming calls while providing accurate information and directing customers to the appropriate department or service.

• Check in visitors and customers, verify information, and coordinate arrival procedures.

• Manage incoming and outgoing mail, including time-stamping and distributing documents to the appropriate staff.

• Coordinate conference room confirmations and meeting support for staff and service coordinators.

• Assist customers and visitors with questions while maintaining a welcoming and professional experience.

• Coordinate activities and schedules for children attending testing sessions and ensure they are directed to the appropriate rooms and staff. Medical Records Clerk / Scheduler

Diabetic Eye Medical Clinic — Inglewood, CA November 2025 – April 2026

• Managed daily appointment schedules for new and existing patients, helping maintain efficient clinic operations.

• Contacted patients to confirm, reschedule, and coordinate appointments.

• Maintained organized and accurate medical records for efficient retrieval.

• Created and updated patient files while ensuring information remained complete and accurate.

• Coordinated with billing to verify patient eligibility and coverage.

• Retrieved and securely emailed authorized medical records as requested.

• Contacted healthcare providers to obtain outstanding records and documentation.

• Maintained confidentiality and accuracy while handling sensitive customer information. Customer Service Representative

Flexi Distribution — Santa Fe Springs, CA September 2022 – October 2025

• Provided responsive customer service by handling inquiries, addressing concerns, and resolving delivery and collection issues.

• Coordinated daily driver schedules based on customer requirements, availability, and changing operational needs.

• Monitored GPS tracking and communicated real-time updates regarding traffic, routes, deliveries, and customer requests.

• Maintained consistent communication between customers, drivers, and internal teams to keep deliveries and collections on schedule.

• Managed overdue customer accounts and negotiated payment arrangements to resolve outstanding balances.

• Maintained accurate customer and account information while documenting collection activity and correspondence.

• Collaborated with internal departments, including legal, to address complex compliance and customer issues.

• Trained new team members on software systems, customer service procedures, collection techniques, and company protocols. Dispatcher / Collection & Billing Department

Total Access Elevator — Santa Fe Springs, CA September 2022 – April 2025

• Managed high-volume customer requests while coordinating schedules, deliveries, pickups, and field personnel.

• Assigned drivers to routes based on customer needs, availability, and operational priorities.

• Monitored GPS systems and adjusted routes to improve efficiency and respond to changing conditions.

• Communicated with customers and drivers regarding service requests, delays, traffic, and schedule changes.

• Resolved customer delivery and pickup issues promptly and escalated complex matters when necessary.

• Entered and maintained accurate order, delivery, driver, billing, and customer information using computer systems.

• Managed overdue accounts, negotiated payment arrangements, and consistently worked toward collection targets.

• Maintained detailed records of collection calls, correspondence, and customer interactions.

• Prepared reports for management and maintained accurate documentation.

• Trained new employees on customer service procedures, collection processes, software, and company protocols. Office Manager / Dispatcher

Titan Transportation Inc. — Downey, CA September 2020 – August 2022

• Served as a primary point of contact for customers, addressing questions, service requests, scheduling needs, and concerns.

• Coordinated communication between customers and field personnel to resolve issues and maintain service expectations.

• Managed schedules and adjusted daily workload coverage based on changing customer and operational demands.

• Monitored schedules and performance information to support on-time service.

• Maintained organized customer requests, dispatch records, and operational documentation.

• Trained and supported new and existing employees on dispatch procedures and company processes.

• Recruited, interviewed, and assisted with employee selection in accordance with company practices.

• Responded to more than 20 daily customer requests regarding services, assistance, and expected timeframes. Claims Representative

Ecology Auto Parts — Cerritos, CA November 2018 – August 2019

• Handled customer inquiries, complaints, claims, and follow-up communication while maintaining a professional customer experience.

• Followed up on unresolved customer issues to provide updates and support timely resolution.

• Conducted claim investigations and communicated case updates and required actions.

• Processed payments, policies, claims, adjustments, premiums, and refunds accurately.

• Reviewed documentation for accuracy, completeness, and validity.

• Maintained accurate electronic and physical customer records.

• Coordinated with internal departments to resolve billing and payer issues.

• Reviewed outstanding requests and redirected workloads to help ensure projects were completed on time.

• Communicated with customers and internal teams to resolve complex issues and maintain accurate case information. Administrator / Dispatcher

Titan Towing — Downey, CA August 2017 – November 2018

• Provided customer service to members of the public and government agencies.

• Answered customer calls, provided service information and quotes, and assisted with vehicle release transactions.

• Dispatched drivers to service locations based on customer needs, location, and availability.

• Coordinated schedules and adjusted routes according to traffic, weather, and changing service demands.

• Maintained accurate records of calls and service activity in physical and electronic databases.

• Handled cash and banking deposits accurately.

• Received service orders, prepared documentation, and assigned personnel.

• Trained new employees on company procedures and provided feedback to improve productivity.

• Coordinated communication between customers and field personnel to resolve concerns.

• Monitored paperwork and directed information to the appropriate departments. EDUCATION

High School Diploma — Downey High School, Downey, CA TECHNICAL & ADDITIONAL SKILLS

Microsoft Excel Microsoft Word Microsoft Outlook Google Docs Google Calendar Data Entry Dispatch Software Appointment Scheduling Order Entry Schedule Management Administrative Support Customer Issue Escalation Billing & Collections Inventory Management Staff Training

LANGUAGES

English — Fluent Spanish — Fluent / Bilingual

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