Veronica Magana Frutos
Newark,DE
Summary
I am a passionate and driven bilingual professional with a strong background in both education and customer service. I enjoy helping others and providing customer service in any and every field in which I am. Whether it is teaching or working in customer service. I have gained the experience to multitask and provide the best version of myself to help a company grow as much as they help me. Hard work and dedication describe my work ethic. Kindness is something that I always input into any workplace, because it's something that goes a long way in providing professionalism.
Overview
18
18
years of professional experience
Work History
Spanish Teacher
St. John The Beloved Catholic Church
Wilmington, Delaware
08.2024 - Current
- St. John the Beloved Catholic School (via Rise Education, formerly Little Linguistics Academy)|Wilmington, DE
Spanish Teacher (Preschool – 5th Grade)
08/2023 – Present
- Developed and implemented an engaging Spanish language curriculum tailored to various age groups from preschool through fifth grade.
- Created interactive lesson plans incorporating music, games, and storytelling to promote language acquisition.
- Fostered a culturally enriching classroom environment by incorporating Hispanic cultural traditions and celebrations into teaching. - Maintained classroom management while promoting respectful, kind, and inclusive behavior.
- Collaborated with school staff and administration to support student learning, and communicate progress to parents.
- Assessed student progress and adapted lessons to meet different learning styles, and language proficiency levels.
- Participated in school events and professional development opportunities to enhance instructional practices.
- Demonstrated bilingual communication skills, and a passion for fostering early language development.
Provider Services Representative
Highmark, Inc.
Newark, DE
11.2022 - 07.2023
- Worked from home.
- Provided customer service to clients regarding their insurance coverage and billing inquiries.
- Assisted customers in navigating the online portal for self-service requests.
- Resolved customer complaints and escalated more complex issues to senior staff members.
- Processed claims and coordinated with providers, payers, and other third parties as necessary.
- Performed data entry tasks including entering patient information into electronic medical records systems.
- Answered incoming calls from clients and routed them to appropriate personnel for further assistance.
- Followed up with clients on outstanding documents or payments required for processing claims or services rendered.
- Developed relationships with new providers by providing guidance on how to use our systems, processes, and policies.
- Verified accuracy of submitted documentation prior to processing claims or services rendered.
- Participated in training sessions as needed to stay current on industry trends and best practices related to Provider Services Representative duties.
- Responded promptly to emails sent by providers concerning billing inquiries or other related matters.
- Analyzed reports generated from the system to ensure timely submission of claims and accurate reimbursement amounts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Preschool Lead Teacher
Little Folks Too Child Development Center
Wilmington, DE
04.2009 - 05.2022
- Promoted good behaviors by using positive reinforcement methods with children.
- Maintained daily records of individual activities, behaviors, meals and naps.
- Administered and documented results of student assessments.
- Adapted instructional techniques according to student learning styles and progress.
- Recognized early signs of emotional or developmental problems in children.
- Distributed quarterly progress assessments and milestone reports to each parent.
- Set guidelines for teacher performance and lesson planning and oversaw compliance with established procedures.
- Used crowd management techniques to create safe and secure childcare environment.
- Conducted phone interviews with parents.
- Developed professional relationships with parents, teachers, directors and therapists.
- Taught children foundational skills in colors, shapes and letters.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Implemented hands-on, play-based strategies for experiential learning.
- Collaborated with colleagues on developing new classroom projects and monthly themes.
- Encouraged children to be understanding of others, show good manners and instructed in other social development behaviors.
- Created and implemented developmentally appropriate curriculum addressing learning styles.
- Established indoor and outdoor safe play environments for toddler-age children.
- Incorporated music, art and theater into lesson planning.
- Enhanced sensory abilities by giving children access to numerous textures and shapes.
Customer Service Cashier
Fresh Grocers
Wilmington , DE
03.2009 - 03.2010
- Collected credit card and cash payments to complete transactions for customer orders.
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Maintained cleanliness and presentation of stock room and production floor.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Informed customers of in-store promotions or pricing specials.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Recommended, selected, located and obtained products to meet customer needs.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Greeted customers promptly and responded to questions.
Customer Service Cashier
Party City
Wilmington, DE
09.2007 - 07.2008
- Collected credit card and cash payments to complete transactions for customer orders.
- Greeted customers and responded to informational requests.
- Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.
- Built loyal clientele through friendly interactions and consistent appreciation.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Maintained cleanliness and presentation of stock room and production floor.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Informed customers of in-store promotions or pricing specials.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Recommended, selected, located and obtained products to meet customer needs.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Answered phone calls to assist customers with questions and orders.
- Greeted customers promptly and responded to questions.
- Processed customer payments quickly and returned exact change and receipts.
- Counted and balanced cashier drawers.
- Welcomed customers, offering assistance to help find store items.
- Maintained work area and kept cash drawer organized.
Education
High School Diploma -
Thomas Mckean High School
Wilmington, DE06.2010
TECE I and TECE II -
Delaware Technical And Community College
Newark, DESkills
- Strong Analytical and Problem Solving Skills
- English and Spanish Fluency
- Understanding Customer Needs
- Multitasking and Prioritization
- Customer Relations
- Teamwork and Collaboration
- Customer Service Excellence
- Call Documentation
- Computer Skills
- Early Childhood Education
- Classroom Organization
- Child Development
- Social Skills Development
- Arts and Crafts Aptitude
- Certified in Early Childhood Education TECE I and TECE II
- Bilingual in Spanish
- Activity Planning
- Lesson Planning
- Customer Assistance
- Inbound Call Handling
- Billing Support
- Health Insurance Provider
- Customer Follow-Up
- Call Center Customer Service
- Insurance Policy Sales
Timeline
Spanish Teacher
St. John The Beloved Catholic Church
08.2024 - Current
Provider Services Representative
Highmark, Inc.
11.2022 - 07.2023
Preschool Lead Teacher
Little Folks Too Child Development Center
04.2009 - 05.2022
Customer Service Cashier
Fresh Grocers
03.2009 - 03.2010
Customer Service Cashier
Party City
09.2007 - 07.2008
High School Diploma -
Thomas Mckean High School
TECE I and TECE II -
Delaware Technical And Community College
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