Ethel Matus

• Maintained high standards of customer service by building relationships with clients.
• Processed eligibility and benefits verification and authorization requests.
• Maintained confidentiality of client information.
• Resolved discrepancies in insurance details.
• Acted as subject matter expert, answering internal and external questions and inquiries.
• Responded to customer calls swiftly to resolve issues and answer questions.
• Built relationships with clients using active listening and issue resolution to provide excellent service.
• Investigated and processed claims swiftly to keep customers satisfied.
• Determined client needs and financial situations by listening and scheduling fact-finding appointments.
• Utilized CRM software to manage client relationships.
• Prepared and reviewed insurance applications to verify compliance with regulations.
• Identified potential risks in client businesses and recommended appropriate insurance coverage.
• Educated clients on insurance policies and procedures.
• Analyzed customer needs to provide customized insurance solutions.
• Met with customers to provide information about available products and policies.
• Calculated premiums and established payment methods for sales.
• Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
• Analyzed risk factors to recommend appropriate coverage levels.
• Monitored customer feedback and identified areas of improvement.

• Mediated discussions between employer and employee representatives in attempt to reconcile differences.
• Participated in labor-management meetings to discuss labor issues.
• Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
• Provided expertise on labor and employment laws to help employers make more effective decisions.
• Oversaw investigations into discrimination, sexual harassment or other workplace claims.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.
• Proved successful working within tight deadlines and a fast-paced environment.
• Organized and detail-oriented with a strong work ethic.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Developed and maintained courteous and effective working relationships.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Strengthened communication skills through regular interactions with others.

• Performed record keeping by logging client information within secure contact-tracing software.
• Communicated with documented COVID-19 patients and other exposed persons via phone call, text, e-mail and other platforms.
• Investigated and identified confirmed and suspected coronavirus cases, also documenting potentially affected contacts.
• Provided educational and informational resources regarding isolation policies and quarantine measures.
• Notified and interviewed individuals to ascertain novel coronavirus exposure level.
• Lent daily assessment of health screen and symptom data.
• Collaborated with local organizations to expand health services and resources.
• Participated in health promotion campaigns to raise awareness of health issues.
• Engaged clients in health-related activities to enhance overall well-being.
• Contacted clients in person, by phone or in writing to ascertain compliance with required or recommended actions.
• Developed and implemented training classes to educate team members and community residents.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.
• Proved successful working within tight deadlines and a fast-paced environment.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked flexible hours across night, weekend and holiday shifts.
• Identified issues, analyzed information and provided solutions to problems.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

• Communicated effectively with residents, and on-site associates.
• Collected and maintained careful records of rental payments and payment dates.
• Conducted regular inspections of both interior and exterior of properties for damage.
• Kept properties in compliance with local, state and federal regulations.
• Implemented and enforced policies and procedures to maintain properties to highest standards.
• Monitored and tracked payments and expenses, providing timely and accurate financial reports.
• Coordinated appointments to show marketed properties.
• Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
• Worked closely with clients to facilitate appropriate inspections, and reports.
• Completed annual rent calculations using housing database software.
• Planned special events such as project tours.

• Researched current and past references and subject matter sources.
• Added bookmarks, hyperlinks and cross-references to all documents for quick navigation.
• Established and maintained relationships with individuals recognized as credible sources of information.
• Adapted quickly to new environments and challenges.
• Developed and maintained relationships with clients to ensure satisfaction.
• Prioritized workflow and managed schedules to deliver completed projects under deadline.
• Developed and executed creative solutions to complex problems.
• Coordinate, develop, and maintains compliance in the areas of asset management and tenant certification/move in
• Ensure that the above systems are accurate, efficient, and in accordance with regulatory agencies
• I am well versed in the marketing/sales and business office components
• Aid residents/families in the rental application process and ensuring completeness
• Complete third-party income verification
• Conduct lease signing process with residents/families
• Maintain documentation for resident Tax Credit files
• Coordinate and complete yearly re-certification process
• Provide Administrator with ongoing reports
• Ensure and tracks income verification confirmation
• Collect Insurance, Medicare, Medicaid, and LINK/SNAP cards upon admission and as necessary
• Schedule all move-in dates in collaboration with the Management Team
• Responsible for up-keeping and maintaining company PC up to date in all software requirements, printer connection support and troubleshooting
• Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
• Ensures all apartments are ready, issues keys/call system, and orientates residents to the facility.
• Collaborated with other departments to ensure resident move-in met deadlines.
• Communicated with clients and supervisors regarding prospective resident's status and changes in scope of work.
• Followed up on delinquent tenants and coordinated collection procedures.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• Kept accurate records of all resident and tenant correspondence.
• Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
• Responded to telephone calls and emails from customers or clients to answer questions or resolve problems.
• Prepared for meetings or assisted in events by proving handouts.
• Conferred with other departments on updates involving multiple teams from different divisions.
• Resolved escalated complaints and answered questions regarding policies and procedures.
• Coordinated with service providers to facilitate on-site maintenance and repair work.
• Analyzed expenditures and allocated department budget in alignment with corporate objectives.
• Answer all incoming phone calls and handle them accordingly
• Assist and confirm that the vacant apartments are in perfect, move-in condition
• Physically inspect the property when on grounds and report any service needs to maintenance staff
• Planned special events such as tours.
• Worked closely with clients to facilitate appropriate inspections, and reports.
• Delivered emergency 24-hour on-call service for tenants on building issues.
• Responded to Common Area Maintenance (CAM) inquiries.
• Completed annual rent calculations using housing database software.
• Monitored and tracked payments and expenses, providing timely and accurate financial reports.
• Coordinated appointments to show marketed apartments.
• Kept properties in compliance with local, state and federal regulations.
• Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
• Implemented and enforced policies and procedures to maintain properties to highest standards.
• Conducted regular inspections of both interior and exterior of properties for damage.
• Communicated effectively with residents, and on-site associates.
• Collected and maintained careful records of rental payments and payment dates.
• Attended staff meetings and took extensive notes to share with property manager.
• Posted policies and rules in common areas for tenant review.
• Directed property management program by determining requirements, planning for material equipment replacement and implementing quality control oversight.
• Processed security deposit refunds.
• Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
• Inspected common areas for cleanliness and notified maintenance of overflowing trash.
• Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
• Resolved conflicts between tenants regarding noise, encroachments, and parking.
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.
• Complied with safe housing requirements and contractual obligations by resolving tenant issues and service needs.
• Escalated major issues to property manager for immediate remediation.
• Showed apartments to potential tenants and answered questions regarding community.
• Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.

· Represent Disney and therefore are held to specific standards of excellence in treating guests while making sure to follow all of Disney's company margins, rules, and regulations

· Responsibilities include monitoring open ticks, resolving Supervisor escalated calls and emails, and providing guests with Magical Experiences for present and future purchases

· As Team Lead successfully lead my team of SDP Guest services to successful deescalate guest opportunities

· Under direct site- Disney store management direction-performance and training concluded in 2 weeks and off to assist per assigned directive be the best guest service provider possible

· Project: Shop Disney Parks App - a separate entity of ShopDisney.com; specializing in order confirmation, status updates, email conversations, and inventory information

· Managing guests' online orders and guaranteed to leave guests with magical experiences with excellent performance

• Trained new team members by relaying information on company procedures and safety requirements.
• Coached team members in techniques necessary to complete job tasks.
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
• Directed and supervised team of 20 engaged in exceptional guest services development.
• Developed monthly and daily production output plans to deliver on customer service and financial metrics.
• Audited team performance and compliance and standards.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Built strong relationships with customers through positive attitude and attentive response.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Promoted high standerds through personal example to help each member understand expected behavious and standards.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Held weekly team meetings to inform team members on company news and updates.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Collected, arranged, and input information into database system.
• Evaluated customer needs and feedback to drive product and service improvements.
• Gathered, organized and input information into digital database.
• Educated staff on organizational mission and goals to help employees achieve success.
• Evaluated staff performance and provided coaching to address inefficiencies.

• QA monitored daily for exceptional quality service to guests
• Resolution and Guest satisfaction increase with positive education and app reinforcement
• Successful Tier 1/Tier2 level type Application technical support and troubleshooting
• Responsible for personal company PC, IT support for troubleshooting, software updates, and PC maintenance, due to no local IT support in the area
• Reported staff progress, deficiencies, and training needed to management.
• Assisted management in assessing internal staffing, deployment, and training needs, recommending enhancements and changes as appropriate
• Supervised the daily work of staff to ensure work prioritization and quality.
• Mentored and coached team members to ensure successful performance.
• Resolved problems and escalated high-level issues to supervisor within established timeframes.
• Provided input for staff member's performance review.
• Addressed customer questions and recommended appropriate products and services to increase satisfaction.
• Handled confidential and proprietary company data and information with discretion.
• Developed and utilized team-building exercises to promote workplace synergy and productivity.
• Notified supervisors of overarching customer and team member concerns.
• Promoted from Tier 1 IOS Technical Advisor to Mac Plus Technical Advisor
• Responsible for answering and resolving advanced product technical-support questions received from customers for
• APPLE Products and Services
• First-tier diagnosis and repair of hardware, software, applications, and networking problems remotely on MAC platforms
• Install system components or peripheral software
• Verify classroom equipment functionality (computer labs, projectors, audio systems), perform first-tier diagnosis and repairs, and assist with use of the equipment
• Assist end users with scheduling, setup, and running of remote assistance through Bomgar
• Assist end users with installing and updating departmental standard software including any and all MAC associated software, and any other user required pc software such as: Adobe Products, and more
• Assist end users with remote connectivity to systems, applications, and resources
• Maintain and assist end users with setup and usage of updated, new, or repaired devices
• Assist with the equipment life cycle process including initial configuration, tracking & inventory, and the surplus process
• Served as primary point of contact for triaging technical issues.
• Reviewed technical guidelines to verify compliance with information security standards and best practices.
• Contributed technical oversight to assist team project fulfillment.
• Cultivated technical expertise concerning at-issue products by reviewing up-to-date documents and source code.
• Offered insight into standard methodologies and common obstacles faced by competing companies, based on experiences with past clients and third-party research.
• Spearheaded installation of company-wide unified communications solution to increase collaboration and streamline communications via voice, chat and video calling.
• Provided ad-hoc security and infrastructure services based on organizational expectations, training and pre-deployment certification and other clearances.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Communicated regularly with customers concerning data exchange and technology integration.
• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.

• Document common problems and their resolutions, equipment configuration, and operating procedures for using equipment and software
• Serve as an initial contact for general technical issues and follow standard escalation processes
• Ensured call resolution in a timely manner, meeting average handle time requirements for the program; while maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction
• Advanced user-level knowledge of computer technology and computer operating systems
• Managing, installing, and uninstalling, application programs and software
• Understanding of internet concepts and features/Navigation to web addresses-Internet security, secured connection –
• Support activities such as processing requests and resolving incidents/problems
• Provided user training, developed, and maintained documentation, and reviewed/prioritized tickets for assigned applications
• Accountable for personal company PC, IT support for troubleshooting, software updates, and PC maintenance, schedule any level II PC support request via ticketing
• Directed daily checkups, package installation in software, updates, and any other necessary application service
• Used Access, Excel, Word, JDE, Cetovasoftware for all daily transactions and record keeping
• Created and worked with new employee security verifications, which included ID sign-ups, disabling of accounts, enabling accounts, correcting and updating data and information for needed client accounts
• Achieved the entry, registration, input, management, and facilitation of over 3,000 raw product ingredients for ADM
• This task was assigned to be completed throughout the first 5 years, completed this important data transcribing in just under 4 years
• Used established procedures and policies; applied skills and knowledge to identify, document, investigate, research, and resolve software application questions and problems in a timely manner while maintaining a positive relationship with users
• Completed basic level project work such as assisting with software tests, completing clearly defined project transition tasks, and contributing to another project work as assigned
• Ability to organize email, maintains folders, and manage attachments and downloads
• Troubleshooting common computer hardware and software problems, and home networking, including problems with externally connected devices such as printers, external drives, or portable media players
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
• Identified ways to improve efficiency in operations and implemented process changes.
• Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
• Participated in ongoing training to enhance own job skills and knowledge.
• Met deadlines while maintaining high-quality deliverables.
• Managed and coordinated multiple projects while ensuring timely completion.
• Troubleshot minor problems and reported larger technical issues.
• Skilled in using various software applications and programs including Microsoft Office
• Performed routine and scheduled maintenance services.
• Worked as a Tier 1 application support technician addressing software application training and break/fix issues as they occurred
• Maintain data in information systems or databases
• Review procedures, such as distribution or inventory management, to ensure maximum efficiency or minimum cost
• Monitor organizational processes
• Entered and recorded raw material requirements on both databases as well as Excel spreadsheets