ROSA MARIA SOTO
Buffalo
Summary
Provided translation and interpreting services for Spanish-speaking clients, facilitating communication with social services and healthcare providers. Managed documentation and reporting for client assistance programs, ensuring timely and accurate submissions. Supported food distribution initiatives and voucher programs for underserved populations. Recognized for excellence in customer service with a prestigious award, demonstrating strong call center and multi-line phone operation skills.
Overview
35
35
years of professional experience
Work History
Financial Representative
Roswell Park
Buffalo
03.2023 - Current
- Educated clients on insurance products and investment options available.
- Managed client communications to ensure timely responses and updates.
- Reviewed client accounts regularly to identify opportunities for improvement.
Senior Clerk Typist-Spanish Speaking
Erie County Department of Mental Health
01.2018 - 01.2022
- Check voicemails, emails, faxes. Signing in all clients and keeping count
- Assigning walk-ins to intake workers, Order supplies. Making up folders and pulling folders
- Answering calls/directing calls to correct department
- Coverage for coworkers, Updating extension list
CLAIM ANALYST
TRAVELERS INSURANCE COMPANY
04.1996 - 08.2014
- Effectively managed a high-volume of inbound and outbound customer calls.
- Addressed and resolved customer complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Accurately documented, researched and resolved customer service issues.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call Center environment.
Receptionist/Clerk
Medical Associates
10.1990 - 03.1995
- Duties included greeting patients, setting up appointments, escorted patients to examining rooms.
- Composed charts, computer entry
- Assisted physicians with examinations, EKG’s
- Processed cash, credit card and bank transactions.
- Inventory and placed orders for medical supplies
- Trained Co-Workers on processes and procedures of office.
- Other office duties as necessary
Education
High School Diploma - Business/Spanish
Recognition
- Perfect Attendance
- Most Valuable Team Player
- Excellence in Customer Service
- 100% Quality from Traveler’s Insurance
Timeline
Financial Representative
Roswell Park
03.2023 - Current
Senior Clerk Typist-Spanish Speaking
Erie County Department of Mental Health
01.2018 - 01.2022
CLAIM ANALYST
TRAVELERS INSURANCE COMPANY
04.1996 - 08.2014
Receptionist/Clerk
Medical Associates
10.1990 - 03.1995
High School Diploma - Business/Spanish
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