Maria Gonzalez
Dalton,GA
Summary
Supportive Team Lead with many years of experience. Excellent trainer and mentor. Expert in following detailed production schedules with distinguished history of maximizing productivity. Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross departmentally with co-management and top-level leadership. Committed to proactive reorganization for optimized safety and efficiency.
Overview
14
14
years of professional experience
Work History
Eligibility Specialist 2
Georgia Department of Human Resources
700 City Hall Dr Fort Oglethorpe Ga 30742
05.2024 - Current
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Kept current on industry trends and best practices through ongoing professional development activities, ensuring continued excellence in service delivery.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Engaged wider departments in accurate, timely paperwork completion.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Interviewed applicants and explained scope of different available benefits.
- Resolved discrepancies with client applications to verify eligibility.
Work Experience Basic Skills Assistant
Endless Opportunities
302 S Thornton Ave Dalton GA 30720
11.2023 - 03.2024
- Increased efficiency by implementing new processes and providing administrative support to management.
- Streamlined office operations for enhanced productivity with organized filing systems and task prioritization.
- Maximized staff performance by assisting with training, onboarding, and performance evaluations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasksprojects.
- Greeted guests in with friendliness and professionalism.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
Bilingual Customer Service Representative
Verida
5751 Uptain Rd, Chattanooga, TN 3741
03.2023 - 09.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Met all call quality standards and daily quotas for first-call resolution.
- Maintained and managed customer files and databases.
- Met customer call guidelines for service levels, handle time and productivity.
Bilingual Dispatcher
U.S. Xpress
1535 New Hope Church Rd, Tunnel Hill, GA 30755
02.2022 - 03.2023
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 60 fleet vehicles.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Answered phone calls and responded to customer emails.
Medical Office Assistant
Prime Pediatrics
1610 Broadrick Dr
07.2021 - 12.2021
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided prompt, polite and professional in-person and telephone customer service.
- Updated patient information and insurance details for accurate electronic medical records.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Performed various administrative tasks by filing, copying and faxing documents.
- Prepared and processed patient referrals and transfer requests.
Bilingual Team Lead
Southeastrans Inc
5751 Uptain Rd, Chattanooga, TN 3741
04.2017 - 07.2021
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities while meeting contractual and interdepartmental KPI's
- Identified process improvements and worked with leadership to implement timely solutions.
- Trained new team members and provided development for agents looking to advance professionally
- Established open and professional relationships with team members, colleagues, and leadership.
- Communicated with upper management for customer issues, reporting, projects, and staffing.
- Provided coaching and monitoring to ensure that agents adhered to efficiency metrics of service, including average handle time, quality, schedule adherence and others.
- Achieved, exceeded, and maintained departmental performance standards.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Developed a loyal and highly satisfied customer base through proactive management of customer service strategies.
- Assessed resumes and made hiring recommendations to bring in top candidates for key vacancies.
- Provided primary customer support to internal and external customers.
Key Holder
Dollar General
2308 E Morris St, Dalton, GA 30721
01.2017 - 06.2018
- Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
- Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
- Increased sales by promoting new offerings and maintaining current knowledge of merchandise, sales and key product features.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
- Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage.
- Supervised end-to-end stock management, including examining incoming inventory, merchandising shelves and preventing shrinkage.
- Trained team members in successful strategies to meet operational and sales targets.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Marked-down clearance items and relocated merchandise to proper store areas to increase sales.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Production Administrator
Chilewich Inc
1512 GA-225, Chatsworth, GA 30705
02.2011 - 03.2014
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Achieved team objectives and collection activity.
- Developed and implemented office management procedures to increase training team productivity and accuracy.
- Analyzed and solved multi-faceted problems that involved executive leaders and business initiatives.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Added documents to file records and created new records to support filing needs.
- Kept optimal quality and accuracy levels to prevent critical errors and support team performance targets.
- Sorted documents and maintained an organized filing process.
- Organized, sorted, and checked input data against original documents.
- Corrected any data entry error to prevent later issues such as duplication or data degradation.
- Managed large data projects, including workflow scheduling, data entry and accuracy verification.
- Identified data entry errors and reported to necessary departments.
Education
Medical Office Assistance - Medical Billing & Coding
Miller-Motte Technical College
6397 Lee Hwy Suite 100, Chattanooga, TN 3742101.2024
Medical Office Assistance - Medical Office Assistance
Miller-Motte Technical College
Chattanooga, TN06.2018
GED -
Endless Opportunities
Dalton, GA01.2016
Skills
- Production Monitoring/Management
- Performance Improvement
- Call Quality/QA
- Performance Reviews
- Hiring
- Incentive Programs
- Microsoft Office
- Pheresis Medical Office software
- Fluent Spanish/English
- Planning and Coordination
Timeline
Eligibility Specialist 2
Georgia Department of Human Resources
05.2024 - Current
Work Experience Basic Skills Assistant
Endless Opportunities
11.2023 - 03.2024
Bilingual Customer Service Representative
Verida
03.2023 - 09.2023
Bilingual Dispatcher
U.S. Xpress
02.2022 - 03.2023
Medical Office Assistant
Prime Pediatrics
07.2021 - 12.2021
Bilingual Team Lead
Southeastrans Inc
04.2017 - 07.2021
Key Holder
Dollar General
01.2017 - 06.2018
Production Administrator
Chilewich Inc
02.2011 - 03.2014
Medical Office Assistance - Medical Office Assistance
Miller-Motte Technical College
GED -
Endless Opportunities
Medical Office Assistance - Medical Billing & Coding
Miller-Motte Technical College