Hi, I’m
MARIA LAURA JONES
Grove City,OH
Summary
Observant Call Center Representative experienced working in call center environments. Skilled at handling various calls while resolving client issues rapidly. Promoted consistently for providing clear customer service in English and Spanish Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Talented Dietary Aide skilled in nutrition and food preparation. Accustomed to caring for large numbers of patients in nursing home and hospital settings. Skilled in daily food prep, stocking and cleaning.
Overview
18
years of professional experience
Work History
Meadow Grove Transitional Care
Dietary Aide
08.2023 - 03.2024
Job overview
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Followed all food safety regulations while preparing meals for patients.
- Cleared tables and removed dishes, trays, and utensils from dining room to dishwashing area.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering a collaborative work environment.
- Improved patient satisfaction by providing high-quality meals tailored to their dietary needs and preferences.
- Maintained accurate records of patient meal orders to ensure appropriate distribution of meals according to individual requirements.
Lyneer Staffing - UPS
Mail Sorter
08.2019 - 12.2022
Job overview
- Mail trays by verifying the zip codes on mail match mail trays properly
- Check for presorting endorsement on mail
- Ensure mail is reviewed for proper date, postage, and good quality barcodes prior to being placed in appropriate Remove mail piece jams from machine by pulling mail backward and upward to avoid damaging mail
- Ensure jammed mail is forwarded to assigned bin to be properly sorted under proper client number to avoid double counts on the machine
- Forward empty & unsealed envelopes to the correction department
- Recognize bad barcodes and notify manager
- Disposed of debris and hazardous materials properly to avoid contamination
- Marked and labeled containers with accurate shipping information to prevent delays
- Assembled cartons, crates and containers to prepare for shipping
- Used tools, sprayers and cleaning solutions to disinfect work areas
- Inspected outgoing shipments to maintain quality assurance standards
- Mentored new employees on warehouse procedures and tasks resulting in quick job acclimation.
ESC Of Central Ohio
Teacher Aid
09.2021 - 03.2022
Job overview
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported student physical, mental, and social development using classroom games and activities.
- Incorporated multiple types of teaching strategies into classroom.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Implemented behavior modification strategies, resulting in improved self-regulation and classroom participation among students.
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
Snelling Staffing/ UPS
Mail Sorter
08.2017 - 05.2019
Job overview
- Ensure mail is reviewed for proper date, postage, and good quality barcodes prior to being placed in appropriate mail trays by verifying the zip codes on mail match mail trays properly
- Check for presorting endorsement on mail
- Remove mail piece jams from machine by pulling mail backward and upward to avoid damaging mail
- Ensure jammed mail is forwarded to assigned bin to be properly sorted under proper client number to avoid double counts on the machine
- Forward empty & unsealed envelopes to the correction department
- Recognize bad barcodes and notify manager
- Disposed of debris and hazardous materials properly to avoid contamination
- Marked and labeled containers with accurate shipping information to prevent delays
- Assembled cartons, crates and containers to prepare for shipping
- Used tools, sprayers and cleaning solutions to disinfect work areas
- Inspected outgoing shipments to maintain quality assurance standards
- Mentored new employees on warehouse procedures and tasks resulting in quick job acclimation.
Gap
Customer Service Representative Bilingual
11.2015 - 05.2017
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Documented conversations with customers to track requests, problems and solutions
- Assessed customer account information to determine current issues and potential solutions
- Handled translation calls with open and clear communication skills to quickly get to root of each issue
- Applied cultural knowledge and interpersonal abilities to help customers open up and explain concerns
- Translated customer and internal documents to facilitate actions and resolutions
- Shared detailed information regarding options to help customers make decisions
- Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships
- Answered questions and informed customers of current sales and promotions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Handled client inquiries with exceptional professionalism and enthusiasm
- Provided customer service and issue resolution to increase QA satisfaction levels
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Recommended, selected and helped locate merchandise based on customer needs and desires
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
- Worked with external representatives to address customer needs.
NCO Financial Systems
Call Center Supervisor
02.2006 - 10.2012
Job overview
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
- Facilitated individual coaching sessions with CSRs to realign productivity goals
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning
- Reduced process lags and effectively trained staff on customer satisfaction protocols and first call resolution best practices
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives
- Managed 48 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Trained new employees on processes to promote productivity team-wide
- Handled escalated customer service concerns to preserve revenue streams from key customers.
Education
Escuela Terciaria Mariano MorenoBuenos Aires, Argentina
Some College (No Degree) from Business
Escuela Educación 3 Alfonsina StorniBuenos Aires, Argentina
High School Diploma
12.1994
Skills
- Bilingual Spanish-English
- High-energy attitude
- Spanish translation
- Inbound and Outbound Calling
- Call center operations
- Customer relations
- Customer support
- Handling and sorting mail
- Reliability and punctuality
- Accuracy and Precision
- Problem-solving skills
- Team Collaboration
- Deadline-oriented
- Production goal setting
- Sorting Efficiency
- Customer Service
- Administrative Support
- Database entry
- Administrative tasks
Timeline
Dietary Aide
Meadow Grove Transitional Care
08.2023 - 03.2024
Teacher Aid
ESC Of Central Ohio
09.2021 - 03.2022
Mail Sorter
Lyneer Staffing - UPS
08.2019 - 12.2022
Mail Sorter
Snelling Staffing/ UPS
08.2017 - 05.2019
Customer Service Representative Bilingual
Gap
11.2015 - 05.2017
Call Center Supervisor
NCO Financial Systems
02.2006 - 10.2012
Escuela Terciaria Mariano Moreno
Some College (No Degree) from Business
Escuela Educación 3 Alfonsina Storni
High School Diploma
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