Open to opportunities

Paula Bonilla

@paulabonilla1

Message

I maintain accurate records and bilingual support across healthcare and customer operations.

Colombia

Message

What I'm looking for

I'm looking for a bilingual administrative support, data entry, or customer operations role where I can maintain accurate confidential records, support English- and Spanish-speaking clients, and use CRM and spreadsheet tools.

I've supported patient records and healthcare administration at National Police Clinic in South Bogotá, processing 30–40 patient records daily across demographic, medical, appointment, authorization, billing, and clinical data.

At Optum–UnitedHealthcare, I updated and documented 60+ patient records daily while reviewing benefits, eligibility, claims, account details, and hearing-aid appointments. I maintained sensitive case notes accurately and earned monthly performance bonuses and customer kudos.

I've also handled financial and e-commerce customer operations for Cash App, Back Market, and Macy's Collections, managing payments, transfers, disputes, fraud concerns, returns, and account records in English and Spanish.

I bring experience with Excel, Google Sheets, Salesforce, Zendesk, ISIS, document digitization, data verification, appointment scheduling, and confidential information. I also have a background in Spanish proofreading, copyediting, and English-Spanish translation.

Experience

Work history, roles, and key accomplishments

Healthcare Administrative & Patient Records Assistant

National Police Clinic - South Bogotá Branch

Jan 2024 - Jan 2026 (2 years)

Entered, verified, corrected, and maintained patient data for 30-40 patients daily using ISIS and Excel. Digitized and organized patient documentation, scheduled appointments, and assisted patients with administrative inquiries.

Data Entry Data Verification Records Management Appointment Scheduling File Organization Excel ISIS

Senior Customer Service Representative

Optum - UnitedHealthCare

Nov 2022 - Oct 2023 (11 months)

Updated and documented 60+ patient records daily in Salesforce and a proprietary legacy system while reviewing benefits, eligibility, claims, and appointments. Verified sensitive health information and maintained accurate case notes, earning monthly performance bonuses.

Salesforce Data Entry Customer Service Records Management Data Verification

Customer Support Associate

One Link - Cash App

May 2021 - Sep 2022 (1 year 4 months)

Verified customer identities, reviewed account information, and documented up to three simultaneous English-language chats in Zendesk and a proprietary support platform. Maintained accurate case records involving payments, transfers, cards, disputes, and fraud concerns.

Zendesk Data Entry Customer Service Records Management Data Verification

Customer Service Associate

Sitel - Back Market

Jan 2021 - Apr 2021 (3 months)

Managed phone, chat, email, and social media tickets; updated Zendesk records; and processed requests involving purchases, warranties, returns, refunds, replacements, and cancellations.

Zendesk Customer Service Data Entry Records Management

Bilingual Customer Service & Collections Representative

Concentrix - Macy's Collections

Jan 2020 - Dec 2020 (11 months)

Processed payments, negotiated payment arrangements, and updated account records in Avaya and internal systems during continuous English- and Spanish-language calls.

Customer Service Collections Data Entry Avaya

Spanish Proofreader, Copyeditor & Translator

Freelance

Jan 2016 - Dec 2020 (4 years 11 months)

Reviewed and formatted dozens of academic documents, corrected grammar and style, managed revisions, and applied APA, ICONTEC, Vancouver, Chicago, and MLA guidelines.

Proofreading Translation APA ICONTEC Vancouver MLA