Mercedes Medina
Remote/Hybrid
Summary
Experienced Bilingual Customer Resource Specialist skilled in delivering outstanding service and managing client relations in government, military, and multicultural settings. Expertise in fostering positive customer interactions, efficiently resolving issues, and ensuring confidentiality while providing accurate information in high-pressure environments. Fluent in English and Spanish, with extensive experience engaging diverse Spanish-speaking communities across the Americas.
Overview
19
19
years of professional experience
Work History
Communications Focal Point (CF) Client Services Administrator (CSA)
Micro Technologies
Al Udeid Air Base, Qatar
02.2025 - Current
- Provided exceptional customer support to U.S. Military, government civilians, contractors, and coalition partners, enhancing user satisfaction.
- Respond to customer questions professionally while resolving issues accurately and efficiently.
- Assist customers with account requests, service inquiries, documentation, and administrative processes.
- Coordinate with multiple departments to resolve customer concerns in a timely manner.
- Deliver high-quality service while meeting organizational procedures and performance standards.
- Delivered high-quality service, adhering to organizational procedures and performance standards to ensure compliance and reliability.
- Utilize ServiceNow, BMC Remedy, Microsoft Office, and enterprise systems to manage customer requests.
- Supported diverse international customer population, maintaining professionalism and cultural awareness to foster positive relationships.
Communications Focal Point (CF) Client Services Administrator (CSA)
TEK Systems
Fort Huachuca, Arizona
07.2024 - 02.2025
- Assisted customers with account services and support requests, ensuring accurate documentation.
- Resolved customer issues across multiple communication channels, maintaining high service standards.
- Utilized ServiceNow and enterprise applications to manage customer requests and case documentation.
- Escalated complex issues to appropriate teams while prioritizing positive customer experiences.
- Assisted customers with account services, documentation, and support requests.
Operations & Administrative Coordinator
FGS, LLC
Al Udeid Air Base, Qatar
04.2022 - 05.2024
- Coordinated on-boarding, scheduling, travel arrangements, and personnel documentation.
- Coordinated onboarding, scheduling, travel arrangements, and personnel documentation to ensure seamless integration of new hires.
- Maintained confidential records and prepared reports with exceptional attention to detail.
- Worked closely with leadership to improve administrative processes and customer satisfaction.
- Collaborated with leadership to streamline administrative processes, enhancing overall customer satisfaction.
- Liaised between military personnel, contractors, and organizational leadership to facilitate effective communication and operational support.
Housing Coordinator / Customer Service Representative
SOSI International
Al Udeid Air Base, Qatar
03.2020 - 04.2022
- Delivered exceptional customer service to military personnel and civilian contractors regarding housing accommodations.
- Coordinated reservations, move-in and move-out logistics, and housing inquiries to ensure smooth transitions for customers.
- Addressed customer concerns with prompt solutions and follow-up to enhance satisfaction.
- Scheduled appointments, managed housing records, and coordinated maintenance requests to support operational efficiency.
- Worked collaboratively with multiple departments to resolve customer issues quickly and professionally.
Certified Spanish Interpreter, Spanish CyraCom
International
Tampa, Florida
03.2017 - 10.2018
- Provided professional interpretation services between English and Spanish for medical, government, insurance, and customer service clients while maintaining impartiality and confidentiality, HIPAA.
- Facilitated effective communication between clients and limited-English-proficient individuals during virtual meetings and over-the-phone conversations, ensuring clear understanding of complex information, policies, and procedures.
- Managed high-volume interpretation requests in fast-paced remote environments, utilizing active listening and cultural awareness to facilitate understanding.
Spanish Interpreter & Mobile Notary
MM Solutions
Tampa, Florida
04.2007 - 03.2008
- Coordinated with healthcare providers, insurance carriers, employers, and claimants to secure notarized medical and benefits document submissions, enhancing case processing and customer service.
- Provided language assistance and document support for Spanish-speaking individuals, ensuring clarity in benefits paperwork and medical authorizations while verifying identity documents and maintaining confidentiality.
- Reviewed and processed healthcare, disability, FMLA, workers' compensation, and employee benefits documentation, verifying completeness and securing required signatures to facilitate timely claims processing.
Education
Legal Office Administrtator - Legal
Brewster Technical College
Tampa05-2009
Security + - Information Technology
CompTIA
Online09-2023
Cyber Security Analyst (CySA) - Cyber Security
CompTIA
Online12-2023
Skills
- Active DoW Security Clearance
- Fluent in English & Spanish (Written and Spoken), Cross-Cultural Communication
- Claims coordination
- Customer Resource Coordination – Claims and benefits
- Multitasking in fast-paced environments
- Case management
- Proactive judgment
- HIPAA compliance
- Healthcare Communication
- Virtual support and scheduling
- Healthcare collaboration
Timeline
Communications Focal Point (CF) Client Services Administrator (CSA)
Micro Technologies
02.2025 - Current
Communications Focal Point (CF) Client Services Administrator (CSA)
TEK Systems
07.2024 - 02.2025
Operations & Administrative Coordinator
FGS, LLC
04.2022 - 05.2024
Housing Coordinator / Customer Service Representative
SOSI International
03.2020 - 04.2022
Certified Spanish Interpreter, Spanish CyraCom
International
03.2017 - 10.2018
Spanish Interpreter & Mobile Notary
MM Solutions
04.2007 - 03.2008
Legal Office Administrtator - Legal
Brewster Technical College
Security + - Information Technology
CompTIA
Cyber Security Analyst (CySA) - Cyber Security
CompTIA