Amaranta Leon
Puyallup,WA
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of clients in dynamic, fast-paced settings. Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Home Care Aid
OneSource/Consumer Direct WA
02.2019 - Current
- Spearheaded the development of a comprehensive electronic health record platform tailored for patients with Cerebral Palsy, improving data accuracy by 30% and enabling real-time sharing among healthcare providers
- Advocate medical care and insurance
- Conducted routine health monitoring, including vital signs and symptom tracking, reporting any changes to healthcare professionals promptly.
- Assisted patients with daily living activities, promoting independence and quality of life.
- Operated medication administration protocols, leading to a 15% reduction in medication errors and a 20% improvement in patient outcomes within 3 months
- Assisting with personal care like bathing, grooming and getting dressed
- Accompanying patients to doctor's visits
- Providing emotional and social support to patients and family members
- Answering questions about best care practices
- Facilitating end-of-life care.
Customer Care Rep III - Escalation/Contract Review
Diamond Resorts International
02.2016 - 07.2018
- Provide daily office support for sales representatives and indirectly their prospective customers
- Managed high-volume electronic discovery projects, ensuring timely completion and thorough analysis.
- Streamlined the document review process for quicker case resolution and minimized client expenses.
- Demonstrated adaptability when faced with changing project requirements, reassessing priorities and adjusting workflows as needed.
- Reduced potential risks by conducting thorough compliance reviews of corporate policies and procedures.
- Enhanced document review efficiency by implementing advanced search techniques and data analytics tools.
- Reviews clerical performance and/or productivity to ensure completeness, accuracy and timeliness
- Communicates directly and effectively with various departments such as Contracts, Deeding, Tour Desk and VOA
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
Bilingual Travel and Cruise Specialist
AAA Northern California, Nevada and Utah
01.2014 - 03.2015
- Promoted, sold and secured reservations for a variety of travel services, including travel by air, bus, rail and ship, package tours, car rentals, hotel, and travel insurance
- Organized various travel shows and marketing functions to promote cruise and tour travel
- Planned detailed travel itineraries for clients' travel needs
- Operated automated and manual reservations and ticket systems
- Assisted clients in resolving issues during their trip, ensuring a positive travel experience.
- Cultivated partnerships within the travel industry network resulting in increased referral business.
- Maintained detailed records of client interactions, ensuring all relevant information was easily accessible for future reference or follow-up inquiries.
- Organized group bookings, managing logistics and coordinating with multiple parties for seamless travel arrangements.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
VIP Bilingual Vacation Representative
Holiday Systems International
08.2009 - 06.2013
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded sales targets consistently by employing persuasive communication skills and establishing rapport with clients.
- Managed time efficiently to prioritize tasks, meet deadlines, and maintain a consistent level of productivity throughout the workday.
- Provided language translation services for customer service inquiries.
Bilingual Personal Banker
Bank of America
01.2006 - 02.2009
- Provide a full range of banking services to individual customers, emphasizing personal financial counseling and customer service
- Provide customers with personal financial counseling and lending service in order to discover opportunities to up sell deposit or lending products
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Accomplished multiple tasks within established timeframes.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Conducted regular portfolio reviews, recommending adjustments as needed to optimize client financial strategies.
- Analyzed market trends and economic data to make informed recommendations for clients'' portfolios.
Education
HCA - Certified Home Care Aide
SEIU CNA/HCA
Puyallup01.2023
Associate of Arts - Art History
Community College of Southern Nevada
Las Vegas, NV06.2003
High School Diploma -
Silverado High School
Las Vegas, NV01.2001
Skills
- Vital signs monitoring
- Patient Care
- Insurance Verification
- Medical terminology knowledge
- Travel industry expertise
- Data accuracy
- Fluent Bilingualism
- Cross-cultural communication
- Accuracy and Precision
- Complaint Handling
- Call Center Customer Service
- Remote Work Experience
References
Available upon request.
Certification
- CHHA - Certified Home Health Aide
- HCA - Home Care Aide
- Certified Spanish/Portuguese Translator, HSI/AAA - 2006
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Home Care Aid
OneSource/Consumer Direct WA
02.2019 - Current
Customer Care Rep III - Escalation/Contract Review
Diamond Resorts International
02.2016 - 07.2018
Bilingual Travel and Cruise Specialist
AAA Northern California, Nevada and Utah
01.2014 - 03.2015
VIP Bilingual Vacation Representative
Holiday Systems International
08.2009 - 06.2013
Bilingual Personal Banker
Bank of America
01.2006 - 02.2009
HCA - Certified Home Care Aide
SEIU CNA/HCA
Associate of Arts - Art History
Community College of Southern Nevada
High School Diploma -
Silverado High School
- CHHA - Certified Home Health Aide
- HCA - Home Care Aide
- Certified Spanish/Portuguese Translator, HSI/AAA - 2006
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