Shadia Huerta
Colorado Springs
Summary
An independent and highly reliable Human Resources student with a strong customer service and case management background. Skilled at adapting to new fields and services, consistently delivering exceptional results. Adept at building positive relationships with clients and colleagues, ensuring effective communication and collaboration.
Overview
6
6
years of professional experience
Work History
Bilingual Social Service Worker
Nebraska Department of Health and Human Services
04.2023 - 11.2024
- Reviewed applications, and screenings to determine eligibility and assistance.
- Scheduled and conducted interviews.
- Answered phone calls and collected, verified and updated financial and demographic information.
- Made outbound calls to verify and update client information
- Accessed computer databases to document information with extreme accuracy.
- Followed and met productivity goals.
- Reviewed client profiles prior to outreach to identify eligibility.
- Communicated effectively with customers regarding their queries or concerns.
Spanish Translator and Interpreter
Kelly Services
09.2022 - 03.2023
- Provided interpretation for multiple industries such as medical, law enforcement, government, etc
- Translated Spanish documents and correspondence for a legal firm, honing my proofreading and editing skills
- Edited translated material for accuracy, improving my knowledge of grammar rules and syntax in both English and Spanish
- Reviewed transcripts from phone calls between Spanish-speaking customers and representatives to ensure accuracy of translations, boosting my listening skills
Customer Service Representative
AT&T
03.2022 - 08.2022
- Outbound and inbound calls
- Answered customer inquiries using scripted and non-scripted responses
- B2C Call Center
- Billing Support
- Maintained access to, and security of, highly sensitive materials
- Chat and Email Support
Spanish Interpreter and Translator
Royal Canin
09.2021 - 02.2022
- Provided interpretation and was involved in training new teams every2 weeks
- Translated documents for different departments in the company
- Took calls and provided help for applications and on-boarding
- Attended board meetings and provided interpretation for employees
- Successfully managed multiple tasks simultaneously while interpreting for large groups of people
- Edited and revised translated materials
Bilingual Customer Service Representative
Ubiquity
01.2020 - 08.2021
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales
- Handled customer inquiries, answered questions, and resolved problems in a timely manner
- Answered routine inquiries and relayed information and messages to and from appropriate agencies, departments, and to all other individuals or groups requiring notification
- Utilized strong bilingual communication skills to successfully assist customers
- Spoke clearly and persuasively in positive or negative situations, listening to customers to get clarification and respond to questions
Manager
Wendy’s
01.2019 - 12.2019
- Reduced employee turnover by60%, resulting in an80% increase in productivity
- Trained new employees and helped them receive their Serv Safe Certification
- Maintained an average of90% on-time completion for all projects
- Established new scheduling procedures for on-call shifts and production lines, resulting in an80% reduction in employee absences
- Aligned departmental policies and practices with company standards to improve efficiency and customer service
Education
Human Resources Specialist -
Metropolitan Community College
12-2025
Skills
- Customer service
- Interviewing clients
- Case Management
- Data Collection
- Computer literacy
- Communication skills
- Bilingual in Spanish
- Leadership
- Computer skills
- B2C Call Center
- Billing Support
- KPIs (AHT and CSATs)
- Chat and Email Support
- Knowledge Base Articles
- IOS/MacOS
- Social Work
Timeline
Bilingual Social Service Worker
Nebraska Department of Health and Human Services
04.2023 - 11.2024
Spanish Translator and Interpreter
Kelly Services
09.2022 - 03.2023
Customer Service Representative
AT&T
03.2022 - 08.2022
Spanish Interpreter and Translator
Royal Canin
09.2021 - 02.2022
Bilingual Customer Service Representative
Ubiquity
01.2020 - 08.2021
Manager
Wendy’s
01.2019 - 12.2019
Human Resources Specialist -
Metropolitan Community College
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