Experience

ODOT

• Public Relations and Communications Services
• 300 - 400 Employee

• Training and Development Specialist

  • Dec 2006 - Present

  As a trainer in the Customer Assistance Group, my duties include delivering training material that enable the phone agents at the call centers to gain the skills and knowledge needed in order to serve the public. The agents are required to answer complex questions about both Driver and Vehicle subjects such as “how do I get a license”, “what do I need to reinstate my license”, “where is the nearest DMV to me”? It also allows me to provide them with training in order to handle angry or upset customer over the phone. At the conclusion of each class, I was responsible for coordinating the call coaching process which is critical to the development of our phone agents, this was in addition to mentoring our agents for a high volume position in the call centers. The training also included testing agents, evaluating procedures and developing strategies to improve the quality of the service the phone agents can provide to the public. I also trained them to how to review, analyze and interpret information such as; Administrative Rules, DMV Policy and Procedures, etc. under set timelines with strict deadlines. The classes I delivered required the use of personal computers using multiple software programs including but limited to; OLIVR, Microsoft Office Suite, etc. I also use a variety of audio/visual equipment such as large TV monitors, Infocus Projectors, etc. It also required me to coordinate presenters, attendees, facilities and prepare my own training materials. I also assisted in the development, writing, interpreting and monitoring of our training materials to ensure we held our materials to the highest quality and standards maintaining compliance. In my role as a TDS1 for Customer Assistance, it is critical that I maintain proficiency in all DMV policies and procedures in order to interpret laws, rules, regulations, etc.



Alaska Airlines

• United States
• Airlines and Aviation
• 700 & Above Employee

• Airport Operations Specialist

  • Apr 2003 - May 2004

  The Customer Service Agent is responsible for assisting guests with travel needs at Alaska Airlines (AS). As a member of the passenger service team, this individual contributor role responds to guest inquiries and performs various tasks in ticketing, check-in, and boarding areas. This is a union represented position. Assist guests with travel needs (e.g., answering inquiries, ticketing, checking-in passengers, and boarding flights) in a fast-paced environment. Sell tickets and ensure cabin accommodations. Perform computer, iPad and paperwork tasks. Evaluate and prepare flights by arranging seat assignments and load, coordinating special meals, and upgrades. Perform boarding and gate duties (e.g., checking flight tickets, assisting and directing passengers, making announcements, checking aircraft, and confirming cabin security). Process and secure passenger luggage. At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.



Multnomah County

• United States
• Government Administration
• 700 & Above Employee

• Medical Interpreter

  • Aug 2000 - Oct 2003

  Working as healthcare professional who bridge the communication gap between patients and doctors, interpret and translate medical findings and results in a language that the patient understands. As an interpreter I was expected to have understanding of medical terms and procedures to translate the doctor's message to the as well as patient's cultural context and background. This would help medical interpreters relate to the patient and gain credibility. I had to keep all information they come across confidential, adhere to all HIPAA regulations, and maintain a high level of professionalism. Facilitate communication between LEP patients/families and medical staff by providing accurate and comprehensive interpreter services (person/phone). Modify lessons to meet requirements of special needs students and individuals of cultural diversity. Maintain a professional demeanor and compliance with federal HIPAA requirements while staying empathetic and supportive. Help caseworkers and medical personnel to serve geriatric population during home visits to ensure proper medication and healthcare of clients. Provide culturally appropriate and concise interpretive services in an on-call, emergency setting. Well respect among emergency department/ trauma physicians for professionalism, accuracy in interpretations, great communication and interpersonal skills.