Bianca Balenzuela
Tucson
Summary
Bilingual English-Spanish professional with 15 years of experience delivering effective solutions and enhancing customer experiences. Currently completing Project FUTRE at the University of Arizona, gaining hands-on training in behavioral health and community resource navigation. Expertise in communication, empathy, and organization supports individuals from diverse backgrounds.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Project FUTRE
University of Arizona
Tucson
03.2026 - Current
- Completing 144 hours of behavioral health workforce training through the University of Arizona.
- Participated in professional shadowing experiences with community behavioral health organizations.
- Gained exposure to Child and Family Team (CFT) meetings, family engagement strategies, and care coordination practices.
- Attended SMART Recovery meetings to better understand recovery support tools based on CBT and REBT principles.
- Observed documentation practices, interdisciplinary collaboration, and client support services.
- Strengthened skills in advocacy, communication, ethical service delivery, and person-centered support.
Reservations Specialist
Hacienda Del Sol Guest Ranch Resort
08.2024 - Current
- Assist guests by phone, email, and online platforms, helping them plan stays and navigate special requests.
- Handle high-volume communications while maintaining a warm, personalized guest experience.
- Work closely with multiple departments to ensure guest needs are met quickly and accurately.
- Resolve concerns with patience, professionalism, and a focus on finding practical solutions.
- Maintain detailed reservation records and manage multiple priorities in a fast-paced environment.
Digital Care Specialist
Comcast
2016 - 2023
- Supported customers through online communication channels, often assisting with complex or emotionally charged concerns.
- Used active listening and problem-solving skills to de-escalate situations and guide customers toward effective solutions.
- Explained services, options, and next steps in a clear and approachable manner.
- Documented customer interactions thoroughly to ensure continuity and timely resolution.
- Partnered with internal teams to address issues and improve the customer experience.
Package Investigation Specialist
APAC Customer Services
2008 - 2016
- Investigated missing, delayed, or damaged package claims, collaborating with multiple parties to facilitate timely resolutions.
- Tracked cases from intake through completion, gathering and reviewing information to ensure thorough investigations.
- Delivered regular updates and support to customers, enhancing communication and satisfaction throughout the investigation process.
- Maintained accurate records and met deadlines in a high-volume environment.
- Handled sensitive situations with professionalism, patience, and attention to detail.
- Managed UPS account details
Education
Certificate - behavioral health workforce training
University of Arizona - FUTRE
01-2026
Certificate - Massage Therapy
Carrington College
Tucson, AZHigh School Diploma -
Taft Union High School
Taft, CASkills
- Project Management
- Care Coordination
- Problem Solving
- Record keeping
- Customer engagement
- Relationship building
- Effective Communication
- Team Collaboration
- Conflict de-escalation
Languages
Spanish
Professional
Certification
- CPR
- HOPE & HEALING IN THE OPIOID CRISIS
The Impact of Peer & Family Support including Medication
Assisted Treatment (MAT) - Level One Fingerprint Clearance Card
Accomplishments
- Employee of the month - Hacienda Del Sol Resort
- Secret Shopper Recognition Award
Timeline
Project FUTRE
University of Arizona
03.2026 - Current
Reservations Specialist
Hacienda Del Sol Guest Ranch Resort
08.2024 - Current
Digital Care Specialist
Comcast
2016 - 2023
Package Investigation Specialist
APAC Customer Services
2008 - 2016
Certificate - behavioral health workforce training
University of Arizona - FUTRE
Certificate - Massage Therapy
Carrington College
High School Diploma -
Taft Union High School