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 Cemetery, Las Vegas, NV
Mortuary Specialist
2021.11 - Current (2 years & 10 months)
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 Cemetery, Las Vegas, NV
Bilingual Switchboard Operator
2019.08 - 2021.11 (2 years & 3 months)
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
2018.10 - 2021.05 (2 years & 7 months)
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 Zone, Las Vegas, NV
Bilingual Customer Service Representative
2016.01 - 2018.04 (2 years & 3 months)
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)
2014.04 - 2015.12 (1 year & 8 months)
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
2013.04 - 2014.04 (1 year)
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
2007.09 - 2012.12 (5 years & 3 months)
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
2021.11 - Current (2 years & 10 months)
Bilingual Switchboard Operator
Palm Eastern Mortuary And Cemetery
2019.08 - 2021.11 (2 years & 3 months)
Bilingual Appointment Center Specialist
Universal Windows Direct
2018.10 - 2021.05 (2 years & 7 months)
Bilingual Customer Service Representative
Machine Zone
2016.01 - 2018.04 (2 years & 3 months)
Localization QA Tester (Spanish)
2K Games Inc.
2014.04 - 2015.12 (1 year & 8 months)
QA Tester
2K Games Inc.
2013.04 - 2014.04 (1 year)
The Art Institute
Bachelor of Computer Science
2007.09 - 2012.12 (5 years & 3 months)
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