Marlena Aguilar
Upland,CA
Summary
Smart student studying Criminal Justice and looking for related experience. Willing to listen and learn and excited to contribute in the real-world environment to help find practical, actionable solutions for current needs. Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.
Overview
14
14
years of professional experience
Work History
911 Dispatcher
American Medical Response, AMR
03.2024 - Current
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations with appropriate information and support.
- Answered calls from individuals, SNIFFS, hospitals, prisons and took basic information from callers to deliver to the emergency medical personnel
- Responded to customer requests for medical services, and obtain insurance information and determine the appropriate medical necessity
- Read system maps and caller information, and documented details in system.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
Administrative Assistant
American Medical Response, AMR
03.2023 - Current
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Processed invoices for payment using accounting software applications.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Handled confidential documents in an organized fashion according to established protocol.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Facilitated communication between different departments within the organization.
- Greeted visitors and provided general information about the company.
- Managed office supplies inventory and placed orders when necessary.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
Call Center Representative
Manpower
02.2021 - 03.2022
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. Track and document all inquiries using the applicable systems. Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children. Complete associated tasks according to the established guidelines. Track and document all inquiries using the applicable systems. Meet Quality Assurance (QA) and other key performance metrics. Facilitate the fulfillment of caller requests for materials via mail, email, or download. Transfer/refer consumers to appropriate entities according to the established guidelines. Escalate calls or issues to the appropriate designated staff for resolution as needed. Facilitate translation services for non English speaking callers according to procedures. Attend meetings and trainings as requested and maintains up to date knowledge of all programs and systems.
Receptionist
Americas Best Contact and Eyeglasses
10.2019 - 01.2020
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
Senior Learning Leader
City of Montclair
08.2014 - 07.2016
- Oversaw program compliance with requirements, schedule and budget.
- Helped students review and understand previous lessons to make connection with new lesson.
- Created educational materials according to lesson plans and school programs.
- Supervised and engaged group leaders to ensure program activities were culturally relevant, developmentally appropriate and consistent with organizational learning values.
- Enforced school rules for attendance, discipline and honesty.
Customer Service Representative
Game Works
02.2011 - 10.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Associate of Arts - Criminal Justice
Everest College
07.2012
Skills
- Business Operations Understanding
- Multi-Line Telephone Skills
- Organization and Efficiency
- Recordkeeping and Bookkeeping
- Invoice Processing
- Mail handling
- Computer-aided dispatching
- Police and fire procedures
- Computer-based dispatch systems
- Data entry
- CPR certified
Timeline
911 Dispatcher
American Medical Response, AMR
03.2024 - Current
Administrative Assistant
American Medical Response, AMR
03.2023 - Current
Call Center Representative
Manpower
02.2021 - 03.2022
Receptionist
Americas Best Contact and Eyeglasses
10.2019 - 01.2020
Senior Learning Leader
City of Montclair
08.2014 - 07.2016
Customer Service Representative
Game Works
02.2011 - 10.2016
Associate of Arts - Criminal Justice
Everest College
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Similar Profiles
Danya CushingDanya Cushing
Paramedic at American Medical Response, AMRParamedic at American Medical Response, AMR
Bailey HortonBailey Horton
Dispatcher at American Medical Response, AMRDispatcher at American Medical Response, AMR
Jessenia FonsecaJessenia Fonseca
EMT-Basic at American Medical Response, AMREMT-Basic at American Medical Response, AMR
Melina CeballosMelina Ceballos
Intall Home Security at Brinks Home SecurityIntall Home Security at Brinks Home Security
Kennedy DurantKennedy Durant
Recovery Advocate, RADT at Inland Valley Recovery ServicesRecovery Advocate, RADT at Inland Valley Recovery Services