1. Maria Serna
5488 Hall Circle• Union City, GA 30291 • 6784808839 • maria.serna0714@gmail.com
Skills
 Foreign Languages:Spanish, Fluent
 Software: Proficient with operating systems Windows XP, Vista, windows 7 and 8 and some IOS experience
 Hardware: Dell and HP hardware products such as laptops, desktops and printers also intermediate with Apple
products repair such as,gadget screen replacements for Apple and Samsung
Language
Professional Experience
.
Altegra Health Alpharetta, GA
Customer Service /LIS Advocate September 2014-Present
 Conducted telephonic outreach activities for members who need to recertify and are eligible for the Low Income
Subsidy. Also contact the state to properly complete the recertification process on behalf of the member.
 Completes Low Income Subsidy (LIS) renewalapplications for members. Also, ensure that applications are
completely filled out and every question is answered correctly before the member submits it to the state.
 Conduct proper and effective follow up to ensure state renewalapplications are sent to the state in a timely manner
and documents are received to conduct further assistance.
 Meet daily, weekly, and monthly production goals (inbound/outbound). Must also meet quality standards by ensuring
 proper phone etiquette and adherence to scripts, make accurate and descriptive MMS (tracking system)
documentation.
 Maintained current knowledge of state and federalregulatory requirements to adhere to strict compliance of all
aspects of Altegra Health’s Intake Operations.
Bank ofAmerica Kennesaw, GA
Fraud Analyst internship March 2014 – June 2014
 Thoroughly reviews accounts/applications by handling high volume inbound calls to determine their validity by
using multiple systems and comparing them to account/application indicators
 Prevented fraud on numerous occasions, saving the company a great deal of revenue; satisfying and reassuring
customers in their time of desperation.
 Utilizes a proactive approach has resulted in capturing numerous accounts and expanding client base.
 Retain clients that have been impacted by fraud by escalating issues to the right department and reassuring their
value to the company
 Encouraging quality guest experience by maintaining high-level customer satisfaction while resolving complex
technical issues.
Year Up Atlanta, GA
Jr. SystemAdministration January-March 2014
 Re-imaged, and renamed student desk tops and laptops
 Placed all desktops and laptops on Year Up’s network
Education
Mount Washington College Online Courses
Computer Science Associates September 2014- Present
 English Composition-Philosophy
 Information Technology- Programming in Java

2. Year Up / Atlanta Metro State College Atlanta, GA
Customer Service and IT Training September 2013– July 2014
 Year Up is a leading one-year career development program with 250 corporate partners around the country; the
program includes college-level courses, professional training, and a six-month internship
 Relevant courses include: Customer Service, Microsoft Suit class, Public Speaking, Project Coordination, Computer
Hardware and software,Business Communication
High school
GED Union City GA
Atlanta Technical College January 2013
Volunteer Experience
Sheltering Arms Union City, GA
Reader and volunteer July 2013
 Read to 25 children in Spanish and English, taught numbers and colors in Spanish.
 Helped student/staff with special events
 Acted to the children as a role model
Awards and Honors
 Year Up: Computer Networking January 2014
 Year Up: Perfect Attendance October 2013 and December 2013
 Year Up: Highest points October 2013
 Year Up: Public Speaking December 2013