Zinnia G Rivera
Mayaguez
Summary
Reliable Account Manager/ interpreter with experience in managing financial records and processing transactions. Skilled in cost reduction strategies, invoice management, and reconciliation tasks. Demonstrated ability to work effectively within teams, streamline operations, and contribute to company growth.
Overview
6
6
years of professional experience
Work History
Spanish Interpreter
Language Line Solutions
09.2024 - Current
- Delivered exceptional customer service to both English-and Spanish-speaking clients through skillful written and verbal communication abilities.
- Facilitated clear communication between healthcare providers and patients, bridging language barriers for optimal care delivery, emergency line, law enforcement, insurance companies, lawyers and banking offices.
- Strengthened relationships with clients by providing culturally sensitive interpretations that demonstrated respect and understanding.
School Account Assistant
Kitchen Plus LLC
02.2024 - 08.2024
- Resolved billing issues with customers.
- Prepared financial statements and invoices for customers.
- Assisted in the preparation of monthly and yearly closings.
- Led the development and implementation of the company’s students strategies and prospective candidate’s enrollment process.
- Review of digital marketing strategy, including social media videos, media marketing, and paid advertising.
- Generated reports detailing account activity as requested by management or clients.
- Performed data entry and administrative duties as assigned.
- Monitored customer account details for payment activity.
Account Manager
Proctor Loan Protector
02.2023 - 01.2024
- Provided technical assistance during product demonstrations or presentations.
- Provided training and guidance to new Account Managers.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Created comprehensive reports on account performance and presented them to senior management.
- Provided technical support to customers when needed.
- Renewed existing accounts by building relationships with clients.
- In charge of the sales reports, data entry, premium/refund quotes, client invoicing, delinquencies and bank reconciliations business for the executives and stakeholders.
- Provide full range of services, include phone/email customer service support, over thirty-five calls per day claim intake and status support for lender placed borrowers, problem resolution-solving frequent questions related to reporting and coverages for borrowers.
- Acted as main point of contact in matters relating to client concerns and needs for over 78 mortgage companies nationwide, delivering timely and accurate problem-solving resolution for lender services inquiries.
Quality Assurance Specialist
Proctor Financial
09.2018 - 01.2023
- Assisted in developing training materials related to quality assurance topics.
- Developed and maintained quality assurance protocols, processes and procedures.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Facilitated training sessions for staff on quality assurance procedures and policies. Maximized bilingual team quality standards from 85% to a 96% performing one on one feedback sessions.
- Trained/Coached over thirty staff members in a frequency of 8-10 scorecards reports per representative in a monthly basis.
- Led internal audits to identify areas for improvement and ensure adherence to quality management systems.
Education
Bachelor of Arts - Public Relations, Advertising, And Applied Communication
University of Puerto Rico
Rio Piedras12-2007
Skills
- Customer Relationship
- Account Maintenance
- Bank Reconciliation
- Cash Flow Management
- Data Entry
- Invoice Processing
- Administrative Support
- Project Coordination
- Advertising
- Account Management
- Sales Development
- Team Training
- Customer Service
- Internet savvy
- Acquiring new customers
- Relationship Building
- Policy Renewals
- Insurance sales strategy
- New Client Acquisition
Languages
Spanish
Native Speaker
English
Advanced (C1)
Spanish
Advanced (C1)
Timeline
Spanish Interpreter
Language Line Solutions
09.2024 - Current
School Account Assistant
Kitchen Plus LLC
02.2024 - 08.2024
Account Manager
Proctor Loan Protector
02.2023 - 01.2024
Quality Assurance Specialist
Proctor Financial
09.2018 - 01.2023
Bachelor of Arts - Public Relations, Advertising, And Applied Communication
University of Puerto Rico
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