Customer Service Assistant

JOSE F. BONANGELINO

**** ******** **, ********, ** 20817

301-***-****, (cell) 301-***-****

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

SPECIAL SKILLS

• Language: English and Spanish-native level, Italian-fluent, Portuguese-conversant, French

• working knowledge, German-basic

• Versatile Translator: English to Spanish or Italian and Spanish or Italian to English

• Computer: Microsoft Word Office Suite: PowerPoint, Excel

EMPLOYMENT HIGHLIGHTS

TECHNICAL ASSISTANT, CENTERSCOPE TECHNOLOGIES, Mclean, VA October 2011-present

• Provide superior bi-lingual customer service via telephone, e-mails, United States mail, support to the U.S. Department of Housing and Urban Development (HUD) Community Connections Call Center.

• Provide information on all of HUD’s resources for different housing needs in both English and Spanish. Helped clients with information on varieties of resources including for homeless, veterans, disabled, homebuyers, home repairs, and low income rental assistance,

• Make appropriate data entry in CRM, Customer Relationship Management (a ticketing system) of all calls successfully

• Collect and answer letters from the public on variety of resources

• Compose and send weekly emails on Title V properties available to appropriate CPD representatives

SELF EMPLOYED, RESEARCH/EDITING/TRANSLATION, Bethesda, MD July 2006–present

• Work as contractor translating legal documents to be sent to embassies

• Consult in design and implementation of examinations used by an agency to test translators

• Prepare and edit PowerPoint presentations

• Edit and translate papers on international topics such as development for World Bank and other organization contractors

DATABASE SPECIALIST, CENTERSCOPE TECHNOLOGIES, Rockville, MD March 2010–October 2011

• Obtained contact information by telephone, Internet, and e-mail for HUD mailing lists grantees and

• constituents, elected officials, veterans, and community based housing providers to be used by HUD

• and the general public

• Translated press release into Spanish for opening of new CenterScope office in Dominican Republic

• Interpreted on calls to Dominican Republic

• Regularly entered and updated information in the appropriate database

• Conducted telephone calls in English and Spanish to verify contact data

• Performed data entry, editing, and quality control

• Answered calls HUD hotline and provided information to the public on HUD programs

CUSTOMER SERVICE SPECIALIST, ULTIMATE STAFFING, Rockville, MD July 2007–March 2010

• Performed duties in the customer call service center.

• Screened clients by telephone for clinical medical trials of various studies.

• Answered calls for HUD hotline and provided information on HUD programs.

• Handled clerical and administrative work to ensure interviews were properly recorded.

RESEARCH ASSISTANT, WESTAT, Rockville, MD 2000–2006

• Research Assistant for the coordination and compilation of Federal medical expenditure panel surveys. The research resulted in enhanced understanding of government health care costs and more efficient government services.

• Worked with research team on data validation and interpretation.

• Analyzed and edited quantitative and qualitative data to meet survey uniformity standards.

• Compiled written reports and presentation data.

• Searched Internet to verify accuracy of paper and database healthcare records.

• Compiled data in pharmaceutical patient information database.

EDUCATION

American University, Washington, DC

Graduate Certificate Degree in Spanish Translation 2011

University of Maryland, College Park, MD

M.A. in Government and Politics, Earhart Fellow 2009

B.A. in Government and Politics, with HONORS 1996

St. John’s College, Santa Fe, NM

M.A. in Liberal Arts 2000

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