Selene Sosa
National City,USA
Summary
Results-driven professional with extensive experience in document management and customer service, particularly at GEICO. Proven expertise in document analysis and bilingual communication, contributing to effective strategic planning and team collaboration. Recognized for optimizing processes and managing stress effectively, leading to enhanced operational efficiency and improved customer satisfaction.
Overview
12
12
years of professional experience
Work History
Records Clerk
Probation Department San Diego County
San Diego, CA
11.2024 - Current
- Maintain accurate and up-to-date records of all legal documents and files.
- Serve as a liaison between visitors and probation officers for communication purposes.
- Scan or read incoming materials to determine classification or filing.
- Process requests for detainee information, providing prompt and accurate responses to internal and external queries.
- Strictly adhere to confidentiality dictations to safeguard information.
- Adhere to organizational policies and procedures related to appointment scheduling.
- Provide timely, courteous, and knowledgeable responses to information requests.
- Update daily logs detailing activities, events, and relatives' visitations for detainees.
- Prepare incoming mail and correspondence.
Delivery Driver
Amazon
Poway, CA
10.2024 - Current
- Resolve customer complaints in a professional manner while maintaining positive relationships with clients.
- Receive daily delivery instructions and route assignments from dispatch.
- Determine optimal routes based on GPS application information and knowledge of local routes.
- Inspect delivery vehicle to ensure optimal safety and performance prior to each trip.
- Transport and safely delivered items to prevent damage or loss.
- Communicate regularly with dispatch regarding any delays or issues encountered on routes.
Unemployed
None
San Diego, CA
05.2024 - 09.2025
- Navigated change and transformation, ensuring adaptability and resilience in a dynamic environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Maintained updated knowledge through continuing education and advanced training.
Claims Adjuster, Automobile and Casualty
GEICO, Government Employees Insurance
Poway, CA
08.2021 - 05.2024
- Reviewed police reports, medical treatment records, medical bills and physical property damage to determine extent of liability.
- Coordinated with internal departments such as Underwriting and Risk Management in order to ensure compliance with company standards and procedures.
- Conducted interviews with claimants to gather facts regarding their loss or injury.
- Ensured that all relevant documentation was obtained from various sources when investigating a claim.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Served as a liaison between clients, adjusters, attorneys, medical providers, witnesses and others involved in the claims process.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Managed communication channels between parties throughout the entire negotiation process.
- Identified and pursued opportunities for subrogation to recover funds from third parties responsible for losses.
- Responded to inquiries from regulatory bodies and complied with reporting requirements.
Customer Service Representative
GEICO, Government Employees Insurance
Poway, CA
07.2019 - 08.2021
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified opportunities for upselling additional products or services based on customer needs.
- Identified areas of potential fraud or abuse in claims processing activities.
- Collaborated with carriers to resolve discrepancies in insurance payments.
- Evaluated customer applications and determined eligibility for coverage based on established criteria.
- Managed denials, late payments, extensions, and other special circumstances by following up with relevant parties.
- Answered incoming calls and emails, providing frontline customer support, or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Gathered customer feedback through surveys, and used the data to improve customer service.
Student Ambassador
Cal State East Bay
Hayward, CA
10.2017 - 05.2019
- Conducted exit interviews with graduating students to gather testimonials for marketing purposes.
- Assisted in planning and organizing events on campus such as open house, orientation and alumni reunions.
- Responded to inquiries from potential applicants via email or telephone regarding admissions processes, financial aid options and other relevant topics.
- Posted and updated content on company's website and social media outlets.
- Prepared or delivered speeches to further public relations objectives.
- Maintained a database of prospective students for follow-up communications and updates about the university.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Maintained filing systems for confidential documents, both electronically and manually.
- Performed photocopying, printing and filing with maximum efficiency.
Sales Consultant
Office Depot Inc
National City, CA
12.2013 - 09.2017
- Drove sales of company products and services by meeting with customers using strategic and organized approach.
- Operated register, handled cash and processed credit card transactions.
- Trained new hires to optimize profitability.
- Managed inventory of copy supplies such as paper, ink cartridges, toners.
- Maintained a clean workspace to ensure safety for co-workers and customers alike.
- Edited images using Adobe Photoshop software to improve quality prior to printing.
- Adjusted equipment and computer interface to print various sized projects using different paper stocks.
- Resolved technical issues related to copying or printing processes quickly and efficiently.
- Recorded completed work in production logs, including accurate quantity output, materials used and problems encountered, to inform supervisors and positively affect future operations.
- Cleaned machines on consistent basis as part of robust preventive maintenance program to achieve continuous functionality.
Education
Bachelor of Science - Business Administration And Human Resources
California State University, East Bay
Hayward, CA05-2019
Skills
- Numeracy skills
- Document analysis
- Report generation
- File retrieval
- Document scanning
- Filing system organization
- Clerical skills
- Bilingual in Spanish and English
- Negotiation strategies
- Strategic planning
- Analytical thinking
- Team collaboration
- Time management
- Persuasion techniques
- Decision-making
- Process optimization
- Critical thinking
- Stress management
Languages
Spanish
Native/ Bilingual
Affiliations
- Passionate about traveling to experience and connect with diverse cultures, broadening my perspective and enhancing my adaptability.
- An avid reader and writer, I enjoy exploring new ideas through books and expressing my thoughts creatively through writing.
- As the older sister, I take pride in my sense of responsibility, often guiding and supporting my siblings while balancing multiple tasks with care and dedication.
- An advocate for health promotion, I prioritize physical well-being by regularly engaging in exercise, with a particular passion for running to maintain a healthy lifestyle.
References
References available upon request.
Timeline
Records Clerk
Probation Department San Diego County
11.2024 - Current
Delivery Driver
Amazon
10.2024 - Current
Unemployed
None
05.2024 - 09.2025
Claims Adjuster, Automobile and Casualty
GEICO, Government Employees Insurance
08.2021 - 05.2024
Customer Service Representative
GEICO, Government Employees Insurance
07.2019 - 08.2021
Student Ambassador
Cal State East Bay
10.2017 - 05.2019
Sales Consultant
Office Depot Inc
12.2013 - 09.2017
Bachelor of Science - Business Administration And Human Resources
California State University, East Bay
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