Nicole Oros Medina
Sturgis
Summary
Professional Self Determination Support Specialist at GT Independence with a proven track record in enhancing customer satisfaction through relationship building. Bilingual in English and Spanish, I excel in client communication and have trained new team members, ensuring a reliable and professional service experience.
Broad experience in delivering exceptional client assistance and resolving complex issues. Strong focus on team collaboration, adapting to changing needs, and achieving results. Skilled in communication, and conflict resolution. Known for reliability, problem-solving, and strong customer communications.
Overview
10
10
years of professional experience
Work History
Self Determination Support Specialist
Gt Independence
11.2019 - Current
- Lead Customer Service associate covering 6 agencies with direct communication via email and agency websites including FileZilla, VendorView/Compass.
- Daily use of multiple programs. Excel, Docusign, SmartView, Teams, MFiles, Nitro, Word.
- Knowledge in processing new client/employee packet. Running Criminal Background checks using multiple sites. Ex. ICHAT, MDHHS, SAM and others. Contacting new enrollments regarding paperwork, communication as well as welcome calls when completed process.
- Knowledge with creating budgets using budget templates, data in numbers as well as regulated formulas.
- Provided technical support for clients, resolving issues efficiently and enhancing customer service.
- Coordinate with team members to problem solve, complete task, and assist stakeholders.
- Kept detailed records of customer interactions, payroll interactions as well as agency communication.
- Trained new team members on company procedures and support tools.
- Manage multiple requests simultaneously while maintaining high levels of professionalism.
- Developed strong relationships with key clients through excellent communication skills.
- Use of bi-language skills. English - Spanish spoken as well as written.
Special Education Paraprofessional
Sturgis Public Schools
09.2015 - 11.2019
- Assisted in daily classroom activities, ensuring individualized support for students with diverse learning needs.
- Collaborated with teachers to implement personalized education plans, used resources to enhance student engagement.
- Monitored student progress, and observations for academic growth.
- Developed and maintained positive relationships with students, in an inclusive classroom environment.
Education
High School Diploma -
Melvindale High School
Melvindale, MISkills
- Customer service
- Relationship building
- Client communication
- Customer relationship management
- Empathy and patience
- Reliability
- Professional demeanor
- Bilingual English to Spanish spoken / written
- Escalation handling
- Call management
- Customer engagement
- Problem-solving
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Self Determination Support Specialist
Gt Independence
11.2019 - Current
Special Education Paraprofessional
Sturgis Public Schools
09.2015 - 11.2019
High School Diploma -
Melvindale High School