Microsoft Office (Word, Excel, PowerPoint etc)
Hi, I’m
Norma Hernandez Suazo
Bilingual Professional
Las Vegas,United States
Summary
Resourceful bilingual Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of providing exceptional customer service in fast-paced environments. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
11
years of professional experience
5
years of post-secondary education
Work History
Palm Eastern Mortuary And CemeteryLas Vegas, NV
Mortuary Specialist
11.2021 - Current
Job overview
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
- Received and processed 5-28 families' death certificates daily and created related documents for release.
- Received and processed remains and personal effect items with accompanying paperwork.
- Performed quality control reviews of Funeral cases and documents to check adherence with state/federal regulations and company rules.
- Utilized superior attention to detail to identify any deficiencies, discrepancies, misinformation and compliance issues in Funeral case files or processes that need to be immediately addressed to meet compliance requirements.
- Assisted with training/onboarding of new team members to ensure consistent work practices.
- Developed training materials on phone procedures and expected customer service best practices using experience from previous role.
- Acted as backup to Front Desk Receptionist.
- Identified and responded to customer requests and concerns through multi-line phones and email for both English and Spanish-speaking customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors when acting as Receptionist backup.
- Ability to maintain confidentiality.
- Regularly used Microsoft Word, Excel, PowerPoint and Outlook.
- Working knowledge of office equipment including computers, calculators, copiers, printers, and fax machines at level consistent with experience.
Palm Eastern Mortuary And CemeteryLas Vegas, NV
Bilingual Switchboard Operator
08.2019 - 11.2021
Job overview
- Answered calls on 1st ring and engaged customers with friendly, professional demeanor.
- Provided administrative and clerical support to funeral home and cemetery facilities.
- Directed incoming calls using multi-line phone to internal personnel and departments, routing to best-qualified department.
- Typing and data entry, recording of information, quality assurance review and other various administrative duties.
- Prepared and distributed daily schedules, reports, and documents.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Created and maintained company phone directory with current extensions and staff information.
- Utilized Spanish language proficiency to build relationships with Spanish-speaking customers.
- Liaised with cemetery sales, funeral, and management teams to develop solutions and accomplish shared objectives.
- Used working knowledge of office equipment including computers, multi-line phone system, copiers, printers, and fax machines.
- Ability to maintain confidentiality.
Universal Windows Direct Las Vegas, NV
Bilingual Appointment Center Specialist
10.2018 - 05.2021
Job overview
- Used basic knowledge of sales principles to schedule appointments.
- Provided excellent Customer Service.
- Used data entry skills to input client data into lead management software.
- Greeted and assisted clients and visitors.
- Answered multi-line phones on 1st ring in professional manner and transferred calls to staff members.
- Filed paperwork and billing information into specified folders to retrieve information in timely manner.
- Scheduled appointments as well as maintained and updated appointment calendar.
Machine ZoneLas Vegas, NV
Bilingual Customer Service Representative
01.2016 - 04.2018
Job overview
- Tasked with answering 40+ daily mobile game Spanish-speaking player feedback via in-game messages and emails in clear, concise manner in Spanish.
- Worked with QA department to make sure players’ bugs are addressed in timely manner.
- Used expert knowledge of mobile games in order to address issues with ease.
- Worked with international customer service team to assist multi-language players.
- Used clear Spanish and English communication skills, including proper grammar and spelling.
- Provided occasional assistance in English to Spanish translations for Vendors and Marketing.
- Provided language translation services for customer service inquiries.
2K Games Inc.Las Vegas, NV
Localization QA Tester (Spanish)
04.2014 - 12.2015
Job overview
- Identified and reported mismatches in strings/text.
- Provided correct translations, and where applicable fix directly via text database.
- Provided context for foreign language defects.
- Completed daily smoke tests in timely manner.
- Quickly ran through entire games to check stability of a build.
- Identified defects, followed test plans, and verified fixes.
- Entered 40+ daily clear and concise bugs into bug tracking database.
- Tested fixes for programmers and designers.
- Reproduced issues for programmers and designers.
- Assisted Marketing department by taking screenshots and video capturing.
- Worked closely with other QA members and teams.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
2K Games Inc.Las Vegas, NV
QA Tester
04.2013 - 04.2014
Job overview
- Documented testing procedures for developers and future testing use.
- Tasked with finding 40+ defects daily in video game software.
- Entered detailed, but concise, bugs into bug database.
- Met deadlines in high stress environment.
- Provided insight as to playability of video game title.
- Assisted with management of bug database, as required.
- Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Skilled at working independently and collaboratively in team environment.
- Completed in-depth usability testing on Xbox platforms, PSN platforms, Windows, Android and iOS mobile devices.
Education
The Art Institute, Las Vegas, NV
Bachelor of Computer Science
09.2007 - 12.2012
Skills
Bilingual Spanish
Software
Slack
Zendesk
JIRA
Seapine Test Track Pro
XLoc
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Mortuary Specialist
Palm Eastern Mortuary And Cemetery
11.2021 - Current
Bilingual Switchboard Operator
Palm Eastern Mortuary And Cemetery
08.2019 - 11.2021
Bilingual Appointment Center Specialist
Universal Windows Direct
10.2018 - 05.2021
Bilingual Customer Service Representative
Machine Zone
01.2016 - 04.2018
Localization QA Tester (Spanish)
2K Games Inc.
04.2014 - 12.2015
QA Tester
2K Games Inc.
04.2013 - 04.2014
The Art Institute
Bachelor of Computer Science
09.2007 - 12.2012
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