Liliana Urrego
Customer Service Representative
Fayetteville,GA
Summary
Bilingual business professional with 15+ years combined experience in human resources roles and customer needs assessment, advocacy, and support. Teamed with my excellent management and problem solving skills, I posses a confident ability to communicate effectively, orally and in writing, both, in English and in Spanish. Dynamic personality who adjusts to job demands with poise and resolve. Dedicated and dependable with a friendly attitude and professional appearance. Known for being team minded, and for tackling projects with enthusiasm and accuracy.
Overview
22
22
years of professional experience
2
2
Languages
Work History
Care-Giving Assistant/Full-Time; 40 Hours
Barranquilla, Colombia
02.2020 - Current
- Assist elderly clients with disabilities on a daily basis.
- Coordinate and maintain schedules for nurse assistants in 12 hour shifts day and night.
- Manage schedules and accompany clients to doctor's visits or other appointments.
- Manage medication schedules and medication inventory control.
- Interface with medical specialists and health insurance providers as needed in person or via virtual meetings.
- Engage clients with gentle activities including taking walks to the park, reading books, working puzzles.
- Complete errands such as grocery shopping and banking.
- Maintain safe, clean and healthy environment to avoid accidents and maintain cheerful atmosphere.
<p > Human Resources Coordinator/Administrator/Full-Time; 40 Hours </p><p > </p>
Inversiones Centroamérica, S.A.S., Barranquilla, Colombia
07.2014 - 12.2019
- Supervisor to the Human Talent Assistant and Occupational Safety and Health Assistant in an Agro Industrial, family operated organization.
- Read and followed miscellaneous HR manuals and related reference material to coordinate the work flow of the organization and align it with official government decrees and guidelines for the Agricultural and live stock Industry.
- Assisted in managing company expansion from being a small family business to a mid-sized organization based on PYMES (Pequeñas y Medianas Empresas) guidelines.
- Collaborated with legal counsel and medical professionals to successfully plan, compile and implement a new occupational safety and health program as required by Colombian law (1443/2014 Decree).
- Developed and implemented new processes to improve employee hiring and training, and enhance labor and social welfare programs within the company.
- Coordinated travel and travel expense reports for manager and employees on a weekly basis.
- Designed organizational charts and defined job descriptions and requirements.
- Prepared the HR Department's monthly budget reports tracking up to $5M COP in petty cash transactions.
-
Served in a project management role organizing recreational events, including birthday celebrations, semi-annual picnics, and holiday parties, for 120 employees, boosting employee morale and well-being.
<p > Resolve Application Specialist/Full-Time; 40 Hours </p><p > </p>
Chamberlin Edmonds, Phoenix, AZ
02.2013 - 01.2014
- Provided high quality client-focused resolution service to patients by using knowledge of local, state, and federal health program requirements.
- Thoroughly reviewed and followed instructions on manuals and reference material to facilitate financial and medical application resolution to patients.
- Efficiently identified and took appropriate actions to complete and submit required financial, medical, and personal information forms to support the client application process for medical benefits.
- Documented and updated the Patient Advocacy at Chamberlin Edmonds (PACE) Automation System based on daily contact of select members of assigned applicant groups.
- Diligently followed up with different institutions and businesses to resolve issues affecting application approval.
- Improved on clerical workflow and processes to allow for higher performance and accountability within my team.
<p > Technical Customer Services Administrator/Full-Time; 40 Hours </p><p > </p>
NCR, Peachtree City, GA
07.2010 - 12.2012
-
Provided support to over 22,000 global, internal, and external customers by troubleshooting web-based technical training issues, and by providing Learning Management System (LMS) support to end users, training coordinators, and instructors.
- Developed protocols and best practices for the contact center addressing frequently asked customer inquiries by creating a document listing various response messages which increased call center productivity and expedited closed tickets.
- Provided input to supervisor on the infrastructure processes relating to the operation and maintenance of the contact center that resulted in an increase from 80% to 96% or better customer satisfaction score for the contact center cases.
- Performed LMS audits and corrections which improved system accuracy and efficacy by maintaining and updating student profile activities to reflect current status.
- Built positive professional relationships with cross-functional team members from Sales, Finance, Retail, Travel, and Operations by providing technical troubleshooting, LMS administration, and reporting support.
<p > Bilingual Information and Referral Agent/Full-Time; 40 Hours </p><p > </p>
United Way of Metropolitan Atlanta, Atlanta, GA
11.2009 - 06.2010
- Accountable for customer service in a call center servicing the metropolitan Atlanta region by responding to over 100 daily requests for information and referrals from individuals, professionals, and organizational clients.
- Assessed callers' needs using principles of active listening, and provided immediate crisis resource information and support.
- Obtained management recognition by demonstrating proficiency in effectively using call center database software, computer hardware, and telephone equipment.
- Maintained accurate records of client information and referrals given on each call allowing for prompt and efficient servicing of recurrent clients.
<p > Technical Instructor/Facilitator/Full-Time; 40 Hours </p><p > </p>
Panasonic Automotive of North America, Peachtree City, GA
07.2006 - 10.2009
- Provided Spanish and English classroom instruction to over 700 production line employees.
- Designed, executed, and oversaw training programs in a car radio assembly line, such as soldering of electronic circuits and basic automotive electronic skills, which improved product quality and reduced external training expenses by 85%.
- Developed, managed, coordinated and conducted production line safety and quality training for all assembly new hires, minimizing errors and accidents by 98%.
<p > Legal Administrative Assistant and Interpreter/Full-Time; 40 Hours </p><p > </p>
Mark A. Skibiel, Law Firm, Jonesboro, GA
05.2002 - 06.2005
- Greeted clients, handled a multi-line phone system, updated filing and client databases.
- Used verbal and written communication skills to provide interpretation and translation services to lawyer and his Spanish-speaking clients.
- Scheduled appointments for potential clients and tracked intake information and legal documentation.
- Coordinated attorney's and clients' travel arrangements and maintained expense reports.
- Prepared and monitored discovery requests and responses.
- Assisted clients in resolving medical care issues and income benefit issues.
- Reviewed files and prepared medical provider memos.
- Requested medical records and billing and monitored receipt payments.
- Improved efficiency, accuracy, and timeliness of the legal process by 100% by interpreting legal mediations.
- Reduced fees and expenses by 90% by contacting insurance carriers to ascertain and rectify medical payment issues.
- Prepared checks and deposits for disbursement of claim settlements maintaining 100% accuracy and accountability.
- Provided notary services.
Education
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Barry University, Miami Shores, FL
08.1982 - 1986.05
Skills
Interpreter / Translator
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Timeline
Care-Giving Assistant/Full-Time; 40 Hours
Barranquilla, Colombia
02.2020 - Current
<p > Human Resources Coordinator/Administrator/Full-Time; 40 Hours </p><p > </p>
Inversiones Centroamérica, S.A.S., Barranquilla, Colombia
07.2014 - 12.2019
<p > Resolve Application Specialist/Full-Time; 40 Hours </p><p > </p>
Chamberlin Edmonds, Phoenix, AZ
02.2013 - 01.2014
<p > Technical Customer Services Administrator/Full-Time; 40 Hours </p><p > </p>
NCR, Peachtree City, GA
07.2010 - 12.2012
<p > Bilingual Information and Referral Agent/Full-Time; 40 Hours </p><p > </p>
United Way of Metropolitan Atlanta, Atlanta, GA
11.2009 - 06.2010
<p > Technical Instructor/Facilitator/Full-Time; 40 Hours </p><p > </p>
Panasonic Automotive of North America, Peachtree City, GA
07.2006 - 10.2009
<p > Legal Administrative Assistant and Interpreter/Full-Time; 40 Hours </p><p > </p>
Mark A. Skibiel, Law Firm, Jonesboro, GA
05.2002 - 06.2005
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Barry University, Miami Shores, FL
08.1982 - 1986.05
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