Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Affiliations
Languages
Timeline
Generic

Erica Ayala

Beverly,MA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Early Childhood Educator skilled at creating curriculum focused on biological, cognitive and emotional development. Committed to healthy educational environments where students feel comfortable and have fun while learning. Systematic Administrative Assistant with successful experience in fast-paced office settings. Hardworking team-player with expertise completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Identity Theft and Fraud Assistant

Internal Revenue Service, IRS
Andover, MA
11.2021 - Current
  • Process 1040X Amended Returns
  • Process Duplicated Returns
  • Adjust Claims
  • Send Taxpayer Notices
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Orchestrated positive customer experiences by overseeing every area of Type operations.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Adhered to procedures in preparing food items.

Identity, CSR II Tier2 Agent

F.H. Cann & Associates
Andover, MA
02.2021 - 11.2021
  • Federal contract with the Department of Unemployment as a Tier 2 CSR Agent
  • Help claimants apply for unemployment benefits
  • Update earnings and wages, create late certifications, predates ,escalated claims,Complete Fact Findings
  • Add Employer information to claimants accounts add dependents,Assist employers complete their fact finding
  • Guide on filing appeals
  • Helping claimants certify weekly claim.
  • Claim adjustments
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Dept Of Unemployment Tier 2 Rep.
  • File new claims,Create Predate, Late Certs
  • Deceased Issues,
  • Wage Issues. Update wages ,
  • Wages search through Icon
  • Complete Fact Findings
  • Escalations
  • Add EAN to employers if not on the claims.
  • Request 1099G

Preschool Teacher

Next Generation Children's Center
Beverly, MA
02.2020 - 09.2020
  • Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
  • Educated students in foundational concepts such as shapes, numbers and letters.
  • Gave one-on-one attention to children while maintaining overall focus on entire group.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
  • Helped new preschool children get used to classes by giving one-on-one support.
  • Allowed for ample outdoor discovery time in schedule each day.
  • Identified signs of emotional and developmental problems in children and reported to parents.
  • Supervised students and enforced discipline during all Head Start activities.
  • Monitored students' academic, social and emotional progress and recorded in individual files.

Pre-Kindergarten Teacher

The Learning
Billerica, MA
01.2018 - 11.2019
  • EEC certified in Infants,Toddlers, PreK and Preschool
  • Currently studying CDA
  • Pre
  • Monitored students' academic, social and emotional progress and recorded in individual files.
  • Fostered reasoning and problem solving through active exploration games and activities.
  • Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
  • Sanitized toys and play equipment each day to maintain safety and cleanliness.
  • Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
  • Gave one-on-one attention to children while maintaining overall focus on entire group.
  • Applied play-based strategies to provide diverse approaches to learning.
  • Identified signs of emotional and developmental problems in children and reported to parents.
  • Teacher of the Month

Bus Monitor

Pride Star Student Transport
Lowell, MA
02.2017 - 02.2019
  • Assisted driver in monitoring and managing student behaviors to promote safety.
  • Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
  • Managed emergency bus evacuations with appropriate use of emergency door.
  • Collaborated and communicated with school personnel, students and parents to maintain positive relationships.
  • Secured special seats and restraint devices used by students.

Behavior Technician

Care One HealthCare
Lowell
01.2015 - 01.2018
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs and anecdotal notes.
  • Worked as part of collaborative team to address changing needs .
  • Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion.

Central Transport Desk Coordinator

North Shore Medical Center
Salem, MA
01.2013 - 01.2014
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Carried out day-day-day duties accurately and efficiently.
  • Dispatch patients to be transported through out the hospital

Administrative Assistant

Lowell Medical Walk
Lowell, MA
05.1999 - 05.2003
  • Create Patient charts, Schedule appointments,Bill Insurance,Collect Payments from billing balance,
  • Collect CoPays, Balance Daily Sheet, File Records, Intake patients, Discharge Patients, Bill Patients,
  • Handle Corporate Accounts
  • Fax

Education

No Degree - Early Childhood Education

North Shore Community College
Danvers, MA

No Degree - Early Childhood Education

Northern Essex Community College

No Degree -

Middlesex Community College

Child Growth Development Certificate - Early Childhood Education

Penn Foster College
Scottsdale, AZ
12.2020

High School Diploma -

Greater Lowell Regional Vocational Technical High School
06.1999

Skills

  • Educational Material Development
  • Play-Based Learning
  • School Policy and Rules Enforcement
  • Positive Reinforcement Methods
  • Courteous with Strong Service Mindset
  • Issue and Complaint Resolution
  • Microsoft SharePoint
  • Microsoft Dynamics
  • Multitasking and Time Management
  • Microsoft Excel
  • Confidentiality and Data Protection
  • Document and File Management
  • Research and Analytical Skills
  • Tax Software
  • Back Office Operations
  • Critical Thinking
  • Data Entry Documentation
  • Employee Training
  • Meeting Planning
  • Visitor Relations
  • Appointment Scheduling Software
  • Customer Account Management
  • Responding to Difficult Customers
  • Customer Data Confidentiality
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Order and Refund Processing
  • Oracle PeopleSoft
  • Understanding Customer Needs
  • Upbeat and Positive Personality
  • POS Systems and Ordering Platforms
  • Interpretation and Translation Services
  • Inquiry Requests
  • Microsoft Outlook
  • Cultural Sensitivity
  • Customer Service and Assistance
  • Service Standard Compliance
  • Funds Reconciliation
  • Credit Card Applications
  • Guest Experiences
  • Behavior Identification
  • Confidentiality Requirements
  • Administrative and Office Support
  • Computer Proficiency
  • Policy and Procedure Adherence
  • Effective Customer Communication
  • Maintaining Clean Work Areas
  • Patient Confidentiality
  • Clerical Support
  • Prescription Refills
  • Enrollment Management
  • Customer Satisfaction
  • Coordinating Applications
  • Correcting Discrepancies
  • Claims Evaluations
  • Fraud Detection
  • Accident Investigations
  • Claim Validity Determination
  • Courtroom Procedures
  • Claims Understanding
  • Documentation Review
  • Small Claims Payouts
  • Staff Support
  • Premium Collection

Accomplishments

    Teacher of the Month Award

Certification

  • EEC Infant,Toddler & Preschool Certified
  • 1040X Amended Returns Certified
  • Duplicate Returns Certified
  • Ems Certified

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer


Affiliations

National Treasury Union Member

Languages

Spanish
Native or Bilingual

Timeline

Identity Theft and Fraud Assistant

Internal Revenue Service, IRS
11.2021 - Current

Identity, CSR II Tier2 Agent

F.H. Cann & Associates
02.2021 - 11.2021

Preschool Teacher

Next Generation Children's Center
02.2020 - 09.2020

Pre-Kindergarten Teacher

The Learning
01.2018 - 11.2019

Bus Monitor

Pride Star Student Transport
02.2017 - 02.2019

Behavior Technician

Care One HealthCare
01.2015 - 01.2018

Central Transport Desk Coordinator

North Shore Medical Center
01.2013 - 01.2014

Administrative Assistant

Lowell Medical Walk
05.1999 - 05.2003

No Degree - Early Childhood Education

North Shore Community College

No Degree - Early Childhood Education

Northern Essex Community College

No Degree -

Middlesex Community College

Child Growth Development Certificate - Early Childhood Education

Penn Foster College

High School Diploma -

Greater Lowell Regional Vocational Technical High School

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Erica Ayala