April Loria Calvo

I enrolled newly ETS’d veterans in VA healthcare at a call center and got them setup at their prospective clinics to start their care all while KPI’s.

• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Documented customer interactions for future reference and analysis.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• Answered, screened and processed high volume of calls daily with call management system and web-based communications.
• Updated customer accounts, addresses and contact information within call management databases.
• Navigated through computer systems to review information and respond appropriately to callers.
• Maintained strong call control and quickly worked through scripts to address problems.
• Engaged with callers to clarify information and effectively de-escalate conflicts.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Conducted follow-up calls to confirm resolution of customer inquiries, enhancing customer satisfaction.
• Utilized knowledge base to answer inquiries from customers quickly and effectively.
• Participated in training sessions to stay updated on industry standards and practices.
• Monitored call queues in order to prioritize incoming calls by urgency or importance level.
• Performed outbound calling campaigns to promote new products or services.
• Maintained detailed records of customer interactions to facilitate efficient resolution of future inquiries.

Oversaw store operations, including hiring, training, scheduling, payroll, inventory management, and customer service, to ensure smooth daily functioning.

• Managed scheduling to ensure adequate coverage during peak hours.
• Led regular staff meetings to align team on goals and share important updates.
• Assisted customers with product selection and answered inquiries effectively.
• Recruited, trained and supervised new employees.
• Conducted daily store operations, including opening and closing procedures and cash handling.
• Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
• Supervised daily store operations and maintained optimal inventory levels.
• Developed and delivered training on product knowledge and customer service best practices to enhance team capabilities.

• Captured high-quality video content for training and operations of the U.S. Army.
• I held a security clearance. I worked long and very physically demanding hours.
• Operated camera equipment and related technology during live events such as recording live fire sessions for weapons training.
• Organize and manage multiple camera angles during shoots.
• Configured shots based on daily needs, weather and lighting conditions and available equipment.
• Set up and operate video cameras, audio recorders, lighting equipment, props, and other related production equipment.
• Perform basic maintenance tasks on all production equipment used on set including cleaning lenses, replacing batteries and troubleshooting technical problems.
• Transport video recording equipment safely from one location to another when necessary.
• Ensure continuity between shots by checking settings on equipment and positioning of subjects within the frame.
• Collaborated with team members to develop creative video concepts.

• I was the primary caregiver for my disabled, veteran husband.
• Monitored and documented my husband’s health status, effectively communicating changes to healthcare professionals.
• Administered medications according to prescribed schedules.
• Ensured a clean and safe environment to promote my husband’s health and comfort.
• Provided companionship and emotional support to enhance my husband’s well-being.
• Assisted my husband with daily activities, enhancing his independence in bathing, dressing, and grooming.
• Drove my husband to doctor appointments and errands.