Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Timeline
Generic

Soledad VELA

Sacramento,CA

Summary

Dedicated and compassionate professional with extensive experience in customer service and as a Medical Technician. Fluent in both English and Spanish, enabling effective communication with diverse populations. Proven ability to remain calm under pressure while delivering quality care and support. Passionate about community engagement, demonstrated through volunteer work as a teacher in the children's ministry. Strong interpersonal skills, a collaborative attitude, and a commitment to excellence in all professional and volunteer roles.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Sr. Customer Service Representative

Maximus
Sacramento, CA
08.2022 - Current
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
  • Maintained strong call control, and quickly worked through scripts to address customers' questions and concerns.
  • Forms Processing: Processed applications and renewal forms, ensuring accuracy, completeness, and compliance with internal standards.
  • 1-1 AHT (Average Handle Time) Coaching and Improvement: Completed focused training on improving call efficiency and quality through one-on-one sessions, and applied strategies to assist team members in achieving performance benchmarks.
  • Subject Matter Expert (SME) for New Hire Training: Acted as a SME in onboarding sessions, supporting knowledge transfer, and mentoring new hires during integration into the team.
  • Email Support: I took on expanded responsibilities within the email team. Handled the morning email count to prioritize and organize incoming messages for the team, helping to streamline workflow and ensure quick responses. Provided customer service via email, addressing questions and concerns related to the program with clarity.

Children's Ministry Teacher

Impact Community Church
Sacramento, CA
01.2012 - 10.2015
  • Model the love of Christ by getting to know children and sharing their concerns, needs, and joys.
  • Being well prepared to use Bible stories, verses/passages, questions, and comments appropriate to the age level in order to accomplish the lesson aims.
  • Participating with children in learning activities and in large-group times.

Medical Technician

Saint Francis Senior Residence
Sacramento, CA
08.2011 - 10.2015
  • Deliver medication in the appropriate amounts at the appropriate times to the appropriate resident.
  • Provided excellent patient support and care to patients and families.
  • Coordinate medication services with the resident, pharmacy, and physician.
  • Order and track all medication changes, refill, and deliveries with pharmacies.
  • Documented and updated patient data on electronic medical charts, maintaining accuracy and confidentiality.
  • Monitored patients for medical changes and reviewed and revised care plans accordingly.
  • Observed and recorded vital signs and reported changes to physicians or nurses.
  • Maintain accurate, complete, and confidential resident medication and care records.
  • Maintain a safe and secure environment for all staff, residents, and guests, following established safety standards.

Education

High school Diploma -

Florin High School
Sacramento, CA
05.2009

Skills

  • Bilingual (English and Spanish)
  • Computer skills
  • Problem solving
  • Time management
  • Medical terminology knowledge
  • Attention to detail
  • Technologically savvy
  • Call handling
  • Forms processing
  • Email support
  • Staff training
  • Performance coaching

Certification

CPR Certification

Hobbies and Interests

  • Photography
  • Chess

Languages

  • Spanish
  • English

Timeline

Sr. Customer Service Representative

Maximus
08.2022 - Current

Children's Ministry Teacher

Impact Community Church
01.2012 - 10.2015

Medical Technician

Saint Francis Senior Residence
08.2011 - 10.2015

High school Diploma -

Florin High School

Similar Profiles

CREATE PROFILE