Normarie Soto Rodriguez
Henrico
Summary
Hard-working professional with proven leadership, teamwork, and critical thinking skills. Aiming to leverage my abilities to successfully fill the Technical Support role at your company. Frequently praised as proactive by my peers, I can be relied upon to help your company achieve its goals.
Overview
12
12
years of professional experience
Work History
Customer Resource Specialist III
HAMILTON ENTERPRISES, LLC.
06.2014 - 12.2023
- Answer 30-70 inbound calls per week to address customer inquiries, provide first level technical support on new CRM systems and provide information on new program procedures
- Main point of contact on the Digitization Initiative, task included reporting updates directly to the Director, maintaining and tracking archived files, and quality controlled all final products
- Worked directly with developers in implementing improvements to the CRM system to improve usability, function and performance according to our Business Process
- Provide the Director and other specialist exceptional clerical support to facilitate an efficient and smooth office operation
- Also proficient in Microsoft Office Suite
- Provide daily Spanish services with incoming calls, answering questions and providing technical support
- Provide oral and written Spanish translation when needed for specialists
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Managed inventory of hardware, software, files and assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Implemented data backup strategies to ensure business continuity during unforeseen events or disasters.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
Patient Service/Front Desk Coordinator
MyEyeDr.
06.2021 - 02.2022
- Be a multitasker by managing multiple phone lines, greeting patients and walk ins, scheduling appointments and assisting office staff duties as needed
- Provide patients a personalized check in/out process experience that creates a timely, seamless, and positive experience
- Become a subject matter expert in insurance plans to help verify and educate patients on options as they check in/out for appointments
Staff Assistant
STATE FARM INSURANCE
04.2012 - 08.2014
- Assisted hundreds of clients to find the best coverage and price for auto, renters, and homeowner's insurance
- Resolve customer complaints via phone, email, mail, or social media
- Converted office information to digital filing
Customer Service/ Home Shop
HARRIS TEETER
07.2011 - 01.2014
- Multi-tasked between multiple positions in one shift
- Assisted with placement of orders, refunds, or exchanges and handled large amounts of money in a fast-paced environment
- Trained new employees in cashier, customer service and home shop
Education
B.S. - Accounting Specialist
American InterContinental University
Atlanta, GA03.2016
A.S. - Business Administration
Northern Virginia Community College
Alexandria, VA08.2008
Skills
- Subject Matter Expertise
- Experience in establishing templates and procedures to improve business process
- Record keeping
- Tracking
- Digitalization
- IT troubleshooting
- Troubleshooting
- User support
- Microsoft office specialist (MOS) expert
- Staff education and training
- Microsoft outlook, word, and Excel
- Training and mentoring
- Excellent time management skills
- Customer relationship management (CRM)
- MS office
Languages
Spanish
Native or Bilingual
Timeline
Patient Service/Front Desk Coordinator
MyEyeDr.
06.2021 - 02.2022
Customer Resource Specialist III
HAMILTON ENTERPRISES, LLC.
06.2014 - 12.2023
Staff Assistant
STATE FARM INSURANCE
04.2012 - 08.2014
Customer Service/ Home Shop
HARRIS TEETER
07.2011 - 01.2014
B.S. - Accounting Specialist
American InterContinental University
A.S. - Business Administration
Northern Virginia Community College
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