Five9
Open To Work
Damaris Monserrate
Maspeth,NY
Summary
Dynamic professional with a robust background in customer service, recognized for resolving complex issues and enhancing client satisfaction. Expertise in effective communication and problem-solving, combined with a proven ability to adapt to fast-paced environments, ensures seamless interactions and solutions. A strong advocate for team collaboration, consistently applying a results-driven approach while providing reliable and flexible support tailored to evolving needs. Possesses transferable skills and experience in educational and administrative operations, ready to contribute effectively across diverse positions and industries.
Overview
16
16
years of professional experience
8
8
Certifications
Work History
Medicaid Transportation Advocate - Remote
MAS
New York
03.2024 - Current
- Assisted Stakeholders, Medicaid Enrollees, Medical Providers, and Transportation Providers in managing transportation to and from medical appointments.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Provided support, primarily via inbound phone calls, at a rate of approximately 60-70 calls per day/7-8 calls per hour.
- Facilitated in removing barriers to Medical enrollees in accessing transportation to their important and sometimes life-sustaining medical appointments.
- Established trusting relationships with clients by maintaining open lines of communication while delivering compassionate, empathetic, and courteous customer service and support in every interaction.
- Collaborated with cross-functional teams to streamline operations and enhance service quality.
- Managed all cases with discretion, protecting client confidentiality and trust.
Production Parking Assistant
Entertainment Partners
New York, NY
01.2014 - Current
- Coordinate parking operations in accordance to guidelines resulting in successful film shoots.
- Enhance company reputation by effectively implementing, performing and maintaining quality efficient measures to achieve production goals on time.
- Secure location area for film shoot 24 hours in advance and manage parking control to facilitate vehicle flow in assigned areas.
- Provide security for production equipment left behind for next day pick-up.
- Address any public issues or concerns promptly, courteously and professionally.
Educational Assistant
NYC Department Of Education
Brooklyn, NY
01.2014 - 04.2022
- Provided in person and remote support to help students with special needs learn and grow.
- Collaborated with teachers in lesson preparation and materials, including visual aides to reinforce learning concepts for daily instruction, activities and curriculum implementation.
- Customized individual and small group activities based on differentiated learning needs to help students master learning concepts.
- Observed students to help identify potential learning blocks and offered students personalized educational, behavioral and emotional support.
- Assisted with implementation of students individualized IEP at discretion and direction of teachers and administrators.
- Applied positive reinforcement to redirect negative behavior.
- Respected student privacy and safeguarded their confidential information, only sharing details about student performance and behaviors to authorized personnel.
- Administered student reading assessments to indicate independent and instructional reading levels to assign appropriate reading materials accordingly.
- Recorded assignment grades and exams into online reporting system.
- Handled clerical duties, managed classroom organization and coordinated documents.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
Clerical
NYCHRA
Brooklyn, NY
01.2010 - 01.2012
- Provided clerical support to company employees by copying, faxing and filing documents.
- Prepared informational packets for all applicants, answered and routed calls to appropriate personnel.
- Provided exemplary training to new hires on office procedures and policies.
- Received, sorted and delivered business correspondence within company departments.
- Kept office records organized and oversaw office inventory by restocking supplies for optimal team performance.
Education
General Studies
Ashworth College
Norcross2024
Health Information Technology
Berkeley College
New York, NYMedical Assisting
WOOD TOBE
New York, NYBusiness Administration Management
BORIQUA COLLEGE
Brooklyn, NYSkills
- Caring and Empathetic
- Online Co-Teaching and Certification
- Team Support, Collaboration and Prioritization
- Verbal and Written Communication
- Planning and Preparation
- Supervision and Management
- Observation and Reporting
- Students with Special Needs
- Social and Emotional Development
- Skill-Building Support
- Creative and Resourceful
- Positive Learning Environment
- Privacy and Confidentiality
- Multicultural Awareness
- PC, Interactive Media and Microsoft Office
- Safety Policy, Procedures and Injury Prevention
Certification
- Child Abuse Identification, NYCDOE - 2014
- School Violence Intervention and Prevention, NYCDOE - 2014
- Dignity of All Students Act, NYCDOE - 2015
- Therapeutic Crisis Intervention for Schools, NYCDOE Office of Safety & Youth Development - 2018
- Teaching Assistant III NYCDOE, University of the State of New York Education Department - 2020
- Implicit Bias Awareness, NYCDOE Office of Equity and Success - 2020
- Level 2 Diabetes, NYCDOH and Mental Hygiene, NYCDOE Office of School Health - 2021
Software
Microsoft Windows
MacOS
IOS
Microsoft Edge
Google Chrome
Safari
Firefox
Microsoft Office
Google Workspace
Microsoft Teams
Zoom
Skype
Slack
Google Classroom
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Medicaid Transportation Advocate - Remote
MAS
03.2024 - Current
Production Parking Assistant
Entertainment Partners
01.2014 - Current
Educational Assistant
NYC Department Of Education
01.2014 - 04.2022
Clerical
NYCHRA
01.2010 - 01.2012
General Studies
Ashworth College
Health Information Technology
Berkeley College
Medical Assisting
WOOD TOBE
Business Administration Management
BORIQUA COLLEGE