Roseanne Arreola
Tucson,AZ
Summary
Motivated bi-lingual professional with 15+ years of experience supervising and assisting with customer service and organization needs and requirements. A proven track record of using excellent personal, communication and organization skills to lead and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven and highly self-motivated.
Overview
17
17
years of professional experience
Work History
Customer Service Representative III
AZ Department of Transportation/Motor Vehicle Dept
01.2024 - Current
- Answer a large number of complex inquiries 50-80 calls daily regarding motor vehicles services and driver’s license suspensions
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining a calm demeanor while assisting frustrated or upset clients.
- Kept up-to-date with changes in MVD policies and procedures, allowing for accurate guidance to customers seeking information or assistance.
Senior Disposal Site Representative
The City of San Diego
04.2018 - 03.2023
- Supervised Disposal Site Representatives; trained, and evaluated the work of fee collection personnel at the Miramar Landfill
- Balanced receipts and deposited checks received; operated credit card terminals; explained and enforced refuse disposal site policies, rules, regulations, and fee schedules to the public
- Operated and maintained computerized scale and register systems; supervised fee collection personnel and recommend rewards/discipline to employees
- Developed, implemented, and evaluated alternative fee collection procedures
- Communicated via two-way radio with landfill employees; worked in a very busy high paced environment with over 300,000 incoming transactions per year
- Directed traffic as needed
- Followed and enforced appropriate personal protection equipment (PPE) policies due to the hazardous work environment which included encounters with insects, snakes, fumes, odors, dusts, gases, extreme temperatures, and intense noise from MCAS military jets
- Developed work schedules for team members to maximize shift coverage.
Customer Service Representative
Anchor General Insurance
03.2010 - 03.2018
- Managed large amounts of inbound and outbound calls; accurately processing requests and solving customer issues, complaints and inquiries, while keeping customer satisfied at core of every decision
- Built sustainable relationships with clients and engaged customers by taking extra mile
- Processed customers’ changes to policies, acceptability within program’s underwriting guidelines including any changes in policies premium
- Received payments for renewing, reinstating, or continuing policies; processed endorsements, adding/deleting drivers, vehicles, coverage, lien-holders; running motor vehicle reports for new drivers
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Assistant
Pima Dermatology
04.2008 - 03.2009
- Outbound phone calls to answer patient messages, referrals, and obtain necessary forms and signatures
- Managed appointment new appointment scheduling, follow-up scheduling, cancellations, and reminder calls
- Updated/verified patient information and collected co-payments
- Took patient vital signs; prepared patients for medical examinations and procedures; sterilized medical instruments; removed sutures; called prescriptions in to pharmacies; assisted physician with Moh’s Surgeries
Education
Medical Assistant Certificate -
Pima Medical Institute
OSHA 10 Certification -
Pima Community College
G.E.D Certificate -
Pima Community College
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Scheduling
- Technical support
- Fluent bilingualism
- Payment processing
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative III
AZ Department of Transportation/Motor Vehicle Dept
01.2024 - Current
Senior Disposal Site Representative
The City of San Diego
04.2018 - 03.2023
Customer Service Representative
Anchor General Insurance
03.2010 - 03.2018
Medical Assistant
Pima Dermatology
04.2008 - 03.2009
G.E.D Certificate -
Pima Community College
Medical Assistant Certificate -
Pima Medical Institute
OSHA 10 Certification -
Pima Community College
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