Summary
Overview
Work History
Education
Skills
Certification
Timeline

MARTHA PATRICIA BLANCO

Charlotte,United States

Summary

Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Unaccompanied Minor Escort/Runner

Prospect Airport Services, Inc. at CLT Airport
03.2025 - Current
  • Unaccompanied Minor Escort is responsible for escorting and supervising minor children and adults traveling alone through airport processes to ensure their safety, comfort, and timely arrival to their flights or guardians. It includes arrivals, departures, and connections.
  • DPNA (Disabled Passenger Needing Assistance) individuals with their travel is our primary role. We also assist SSR (Special Service Request) passengers during the downtime of the UM Department and in between your UMNR assignments, if time permits, it also includes WCHR assignments.
  • Communicate with UM Room and staff regularly for any problems with escorting or connecting flights via radio or tablet.
  • Escort minors and adults through check-in, security, boarding gates, and to aircraft.
  • Serve as their guide, helping them navigate the airport and keeping them on schedule, especially if they need to make any stops. (Restroom, Food)
  • Ensure proper documentation (UM forms (T-502), ID tags, guardianship releases) is in order.
  • Monitor minors during layovers or while waiting for connection flights.
  • Provide care, comfort, and reassurance to children during their airport stay.
  • Liaise with airline staff, security, and guardians/parents for smooth handovers.
  • Keep accurate records of custody hands-offs and travel status.
  • Follow strict safety and security protocol at the Charlotte Douglas International Airport.
  • Managed time efficiently while juggling multiple duties under tight deadlines, resulting in consistent performance.
  • Handled high-pressure situations calmly and effectively, showcasing resilience even during challenging times.

Child and Youth Program Assistant (Skill Level 3)

Army NAF Child Youth Services
10.2024 - 02.2025
  • Delivered high level of care, assistance and supervision to children in compliance with organization's rules and policies. The teacher assistant role is essential in nurturing, social emotional, physical, and cognitive development of children and youth in military families.
  • Ensure the safety and well-being of children in care.
  • Monitor children and youth during indoor and outdoor activities.
  • Follow all security and emergency procedures.
  • Assist in planning and implementing age-appropriate activities and educational programs.
  • Encourage participation in educational, recreational, and social activities.
  • Implement individualized lesson plans to meet children's developmental needs.
  • Promote respectful interactions between children and youth.
  • Address conflicts and guide children to resolve issues peacefully.
  • Maintain accurate attendance, incident, and daily activity reports.
  • Communicate with parents about children's progress and behavior.
  • Collaborate with other staff to ensure consistency in care.
  • Maintain a clean, organized, and safe environment.
  • Follow hygiene and health protocols, including diapering and handwashing.
  • CPR and First Aid Certification: Required to respond to emergencies effectively.
  • Adapt to various situations and children's needs, showing patience and empathy.
  • Delivered high level of care, assistance and supervision to children in compliance with organization's rules and policies.

Freelance Customer Support Specialist & Driver

Drive of Faith Transportation
09.2022 - 07.2024
  • Schedule new appointments for (Spanish speaking clients, and surrounding areas) maintain transportation schedule through phone calls and Route Genie software.
  • Coordinate services between clients and transportation specialists to ensure smooth operations.
  • Take payments from personal customers and clients.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.

Patient Services/ Medical Records Specialist/ HR Associate

Atrium Health (Women's Care Piedmont OBGYN)
11.2003 - 07.2023
  • Delivered excellent customer service to patients through phone calls and assisting the physicians in speaking to Spanish-speaking patients through live interpretation.
  • Facilitated patient appointments, collecting payments and processing invoices.
  • Managed arrival and departure desk activities according to standards and guidelines
  • Processed Leave of Absence Request and Physician's Statement in the database
  • Documented information in PeopleSoft HRIS in a timely and accurate manner
  • Provided non-clinical interpretation of the FMLA procedure and policy to Spanish-speaking employees.
  • Communicated effectively with staff, patients, and insurance companies by email and telephone.
  • Improved patient care by maintaining accurate and up-to-date medical records for easy access by healthcare practitioners.

Education

Administrative Software Specialists Training -

Brookstone College of Business

Associate Degree - Early Childhood Education

Gaston College

Human Services Certificate - undefined

Guilford University/ AmeriCorps Acces Corp

Skills

  • Administrative support
  • Customer service
  • Active listening
  • Data entry
  • Relationship Team building
  • Fluent in Spanish and English
  • Spanish language translation
  • Payment processing and collection
  • Call center experience
  • Multitasking and organization
  • Team collaboration

Certification

Credits Earned: Continuing Education Unit

  • Healthcare interpreters are continually learning and improving skills and performance. Learning the fundamental skills and knowledge of medical interpreting in all healthcare settings in introductory level.
  • Foundations of Professional Interpretation for Health & Human Services (Level 1&2)
  • Professional interpretation in healthcare and human services is accurate and faithful translation of spoken language between a patient/client and healthcare provider, while maintaining confidentiality, effective communication, and quality care for patients with limited English proficiency.
  • Certified Specimen Collector for DOT
  • CPR Certification at Schofield Barracks, HI

Timeline

Unaccompanied Minor Escort/Runner - Prospect Airport Services, Inc. at CLT Airport
03.2025 - Current
Child and Youth Program Assistant (Skill Level 3) - Army NAF Child Youth Services
10.2024 - 02.2025
Freelance Customer Support Specialist & Driver - Drive of Faith Transportation
09.2022 - 07.2024
Patient Services/ Medical Records Specialist/ HR Associate - Atrium Health (Women's Care Piedmont OBGYN)
11.2003 - 07.2023
Gaston College - Associate Degree, Early Childhood Education
Guilford University/ AmeriCorps Acces Corp - Human Services Certificate,
Brookstone College of Business - Administrative Software Specialists Training,

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