Hi, I’m
Gladylix Martes-Cotto
Bergenfield,NJ
Summary
Adept at obtaining evidence and information regarding claims. Outstanding customer service skills. In-depth experience completing assigned claims promptly and accurately. Analytical and innovative with first-rate problem-solving abilities.
Overview
13
years of professional experience
Work History
Internal Revenue Services, IRS
Customer Service Representative- Bilingual Spanish
05.2023 - Current
Job overview
- Managed over 50 customer calls per day.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
NYC Board Of Education
Education/ Assistant Teacher
09.2013 - 08.2022
Job overview
- Managed a classroom of 23 students a year
- Performed lessons presented by teachers by reviewing material with students one- on-one or in small groups
- Demonstrate positive reinforcement in youth’s behavior by performance consequences.
- Provided early intervention assistance to struggling students.
- Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
- Created positive and inclusive classroom environment by helping students develop social skills and relationships..
Princeton Disability Advocates
Case Manager / Manager
10.2016 - 01.2019
Job overview
- Maintain over 200 claims for Social Security Disability/ Supplemental Security Income
- File applications, appeals for medical considerations by filing Notices of Disagreement and requesting Court Dates
- Knowledge of medical and legal terminology used to explain to claimants different levels of claims
- Work directly with Attorneys and Advocates who represent clients who are applying for SSI/SSD
- Make claim determinations and manage on-going claims for assigned caseload of disability claims by obtaining medical records, completing questionnaires, and using case management resources
- Communicate with claimants, employers, and medical professionals to gather information regarding application for, payment of, and ongoing management of disability benefits
- Respond to written and telephone inquiries, including eligibility, approval/denial determinations, status and continuation or closure of benefits
Century 21 Department Store
Assistant Manager/ Key Holder/ Sales Associate
10.2010 - 09.2013
Job overview
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Receiving and Displaying new merchandise throughout store on daily basis
- Making weekly Deposit Bank Drops
- Successfully manage to increase company’s Monthly sales by implementing new ideas to merchandise bought from owner.
- Mentored team members to enhance professional development and accountability in workplace.
Education
Bergen Community CollegeParamus, NJ
Some College (No Degree) from Criminal Justice
09.2013
Skills
- Bilingual (Spanish)
- Critical Thinking
- Technical Knowledge
- Excellent Time Management Skills
- Claims Assessments
- Customer Relations
- Active Listening
- Case Management
- Customer Experience
- Excellent People Skills
Timeline
Customer Service Representative- Bilingual Spanish
Internal Revenue Services, IRS
05.2023 - Current
Case Manager / Manager
Princeton Disability Advocates
10.2016 - 01.2019
Education/ Assistant Teacher
NYC Board Of Education
09.2013 - 08.2022
Assistant Manager/ Key Holder/ Sales Associate
Century 21 Department Store
10.2010 - 09.2013
Bergen Community College
Some College (No Degree) from Criminal Justice
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