Maria Castellano
Webster,NY
Summary
Accomplished BiLingual Examiner from Monroe County Department of Human Services, adept in information security and group facilitation. Excelled in complaint resolution and data collection, enhancing customer trust and service efficiency. Proven track record in leveraging research and document translation skills to improve service delivery and customer satisfaction. Go-getting Examiner with great listening and verbal communication skills. Outstanding critical thinking and investigative abilities. Committed to ensuring all results comply with federal, state, and local regulations.
Overview
17
17
years of professional experience
Work History
Intake II Child Support BiLingual Examiner
Monroe County Department of Human Services
12.2019 - Current
- Analyzed information gathered from investigations and reported findings.
- Collected evidence to support claims in court.
- Responded to customer requests for services and company information.
- Tracked customer service cases and updated service software with customer information.
- Identified and responded to customer requests and concerns through email, face to face appointments , and phone interviews for both English an Spanish-speaking customers.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained and managed customer files and databases.
Bilingual Customer Service Representative
ALLSTATE INSURANCE COMPANY - Andy Ocasio Agency
05.2014 - 12.2019
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Developed a deep understanding of customer service principles and customer service best practices.
- Utilized proficiency communication to build relationships with English and Spanish-speaking customers.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Intl Sales Assistant
Diagnostic Devices Inc
04.2007 - 05.2014
- Helped customers locate products and checked store system for merchandise at other sites.
- Coordinated logistics and catering for meetings and sales events.
- Gathered and prepared sales materials in preparation for sales meetings.
- Fielded customer questions to share information about products, availability, and pricing.
- Assisted customers with prompt and polite support in-person and via telephone.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Communicated orders to vendors, scheduling carriers for pickup if needed.
Education
Personal Lines Licensed For Insurance Agents
NY Dept of Financial Services
Rochester, NY04.2022
Associate of Arts - Graphic Design
Universidad Rafael Belloso Chacin
Maracaibo, Venezuela2003
Skills
- Group facilitation
- Information Security
- Claims reports and documentation
- Appointment Scheduling
- Data Entry
- Complaint resolution
- Scheduling
- Account updating
- Data Collection
- Follow-up skills
- Research
- Document Translation
- Caller Assistance
Timeline
Intake II Child Support BiLingual Examiner
Monroe County Department of Human Services
12.2019 - Current
Bilingual Customer Service Representative
ALLSTATE INSURANCE COMPANY - Andy Ocasio Agency
05.2014 - 12.2019
Intl Sales Assistant
Diagnostic Devices Inc
04.2007 - 05.2014
Personal Lines Licensed For Insurance Agents
NY Dept of Financial Services
Associate of Arts - Graphic Design
Universidad Rafael Belloso Chacin
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