Debra Garcia-Gomez
Lakewood,CO
Summary
Experienced administrative assistant with strong attention to detail and proven track record in customer service, data entry, and office management. Seeking permanent full-time position to effectively utilize Spanish bilingual and clerical skills. Eager to join organization that values growth and advancement opportunities, where strengths and skills can contribute to mutually successful future.
Overview
23
23
years of professional experience
Work History
Spanish Bilingual On Call Emergency Shelter Worker
City and County of Denver
12.2023 - 04.2024
- Check-in new newcomers
- Provide information, directions, instructions, and tours of the facility
- Sensitivity to language barriers and cultural differences
- Show newcomers to their sleeping area and provide them with essential items
- Understand and explain the rules and expectations on the premises
- Walk through the premises on a regular basis and report any concerns
- Serve meals to newcomers
- Clean and sanitize areas as assigned, including emptying trash/recycling.
On Call Bilingual Family and Support CSR
City and County of Denver
09.2023 - 12.2023
- Provides comprehensive customer service, in a contact center environment, by responding to a variety of complex customer requests for information on programs and services offered by Denver Human Services (DHS)
- Creates or accesses cases in the Customer Relationship Management (CRM) module of Salesforce to enter information on customer inquiries or problems and to provide updates on previously created cases; enters resolutions provided to customers and assigns cases or creates service orders for various partner departments and agencies
- Conducts research, using the Colorado Benefits Management System (CBMS), to provide customers with answers to inquiries or problems.
- Addressed customer account discrepancies and concerns.
- Responded to customer requests for products, services, and company information.
Contact Center Representative
FirstBank Holding Company
07.2022 - 04.2023
- Assist customers with general banking or FirstBank product and service questions over the phone
- Research customer issues and concerns across various products and services to pinpoint logical resolutions
- Achieve a general understanding of fraud trends occurring to identify possible fraud attempts
- Meet individual and department service level objectives
- Assist customers with general troubleshooting for FirstBank products and services
- Navigate seamlessly between multiple FirstBank programs and systems while aiding customers
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Spanish Bilingual Patient Contact Center Specialist
SCL Health Medical Group
02.2022 - 05.2022
- Initial screening for incoming calls for 25 SCL Metro Denver clinics and PCP inquiries
- Immediate on-the-job training for both Cisco finesse and Genesis telephone systems and EPIC electronic medical records system for all task management and appointment duties
- Complex multi-tasking for each telephone call re: patient re/scheduling appointments, messaging, referrals, prescription refills, etc
- Assessing emergent and immediate triage needs as well as appropriate medical terminology
- Provide up to date resources to callers with regards to CV19 vaccination sites and testing
- Critical thinking participant for the PCC scheduling and telephone encounter processes.
Listing Coordinator
RE/MAX Professionals
08.2017 - 06.2018
- Excellent phone etiquette, with a focus on responsiveness and professional communication.
- Communicate with other real estate agents regarding their showings of our listings
- Verify and sign off on all documents received for correct signatures and dates
- Help build and maintain database
- Input of all ComingSoon.com website entries and follow up.
- Positive team-oriented attitude, with the ability to work effectively with diverse groups and demographics.
- High level of professionalism and conduct business with the highest of integrity in accordance with company policies and procedures.
Bilingual Legal Intake Administrative Assistant
Burg Simpson Law Firm
12.2012 - 05.2013
- Responsibilities included communicating with clients by telephone regarding their workers’ compensation case matters from the public & union members
- Scheduling appointments for 3 attorneys and daily file maintenance
- Attention to detail in a fast-paced environment.
- Enhanced office productivity by handling high volume of callers per day.
- Completed intake assessment forms and filed clients' charts.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
Spanish Bilingual Administrative Assistant
Cemco
09.2011 - 07.2012
- As the Administrative Assistant I coordinated all the new hire and termination processes for temporary and full-time employees
- Conducted Employee & Benefit Orientation
- Translated emails, meetings, performance reviews from English to Spanish
- Provide support to the Shipping & Plant Manager and Foremen & employees
- Process weekly payroll
- Front desk reception answering phones, greeting vendors and shipment of packages
- Assist with safety audits and accident investigations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Liaised between clients and vendors and maintained effective lines of communication.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Bilingual Conference Specialist
Act Teleconferencing
11.2010 - 01.2011
- Always provided superior customer service to all clients
- Answered incoming bell phone support in 30 seconds or less
- Memorized all applicable answer call scripts and protocols
- Write up follow-up reports for all errors
- Assist the department in maintaining an error rate of less than two percent.
2-1-1 Bilingual Information & Referral Specialist
Mile High United Way
09.2008 - 01.2010
- Responsible in providing basic intake and referral for parents seeking childcare
- Provided information to parents regarding childcare quality indicators
- Produced daily and monthly reports and provided community resources
- Answered calls from the public needing assistance with shelter, food banks, legal, rental, medical resources.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Linked families to relevant community support to meet non-medical needs.
Bilingual Office Support II
Denver Public Schools
08.2001 - 03.2003
- Provided office and clerical support to the human resources department, including payroll, benefits, application processes via the website, responded to emails from the public
- Provided accurate information regarding school boundaries to realtors
- Monitored and conducted the Basic Skills testing times
- Managed and scheduled Para testing times
- Answered emails from the public.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Education
High School Diploma -
Rancho Santiago Community College
Santa Ana06-1983
Skills
- Spanish Bilingual (Fluent, read, write & speak)
- New Hire Training, Orientation, Benefits & Payroll
- MS Office, Outlook, Word, Excel,
- Epic, Salesforce, CBMS, Workday, Legal Files
- IBM, Nortel, Cisco, Avaya,
- 10 Key & Data Entry
- Postage Meters, Bar Coding, Scanner, Copier, Fax
- Time management abilities
- Administration and management
- Multitasking Abilities
- Case Management
- Social Services Coordination
Timeline
Spanish Bilingual On Call Emergency Shelter Worker
City and County of Denver
12.2023 - 04.2024
On Call Bilingual Family and Support CSR
City and County of Denver
09.2023 - 12.2023
Contact Center Representative
FirstBank Holding Company
07.2022 - 04.2023
Spanish Bilingual Patient Contact Center Specialist
SCL Health Medical Group
02.2022 - 05.2022
Listing Coordinator
RE/MAX Professionals
08.2017 - 06.2018
Bilingual Legal Intake Administrative Assistant
Burg Simpson Law Firm
12.2012 - 05.2013
Spanish Bilingual Administrative Assistant
Cemco
09.2011 - 07.2012
Bilingual Conference Specialist
Act Teleconferencing
11.2010 - 01.2011
2-1-1 Bilingual Information & Referral Specialist
Mile High United Way
09.2008 - 01.2010
Bilingual Office Support II
Denver Public Schools
08.2001 - 03.2003
High School Diploma -
Rancho Santiago Community College
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