Sheila Borquez
Phoenix
Summary
Dedicated Customer Service professional with knowledge of service delivery and multitasking abilities with strong organizational skills eager to secure success. Ready to help team achieve company goals.
Overview
8
8
years of professional experience
Work History
Banking Customer Service Representative
Upgrade
11.2022 - Current
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
Host Coordinator
Mama Por Dios
01 2022 - 10 2022
- Create a warm and welcoming environment
- Monitoring waiting lists, providing accurate wait times
- Organizing and planning large events
- Created rules and regulations for events
- Data entry management, accountability for customer complaints followed by resolution.
- Managed event contracts, estimates, event profiles and post-event summaries.
CSR, Sales Associate
Carvana
01.2021 - 01.2022
- Tier 2 Customer Experience, Deescalating difficult customer experience calls, inbound & outbound calls
- Problem solving major delivery & post sale issues
- Analyzing nationwide registration & state laws
- Resolving compensation reimbursements
- Processed product returns and assisted customers with other selections.
- Offered advice and assistance to customers, paying attention to special needs or wants.
CSR/ITT Specialist and Sales Associate
Cigna, Life Insurance of North America
08.2018 - 09.2020
- Handled calls with duties including filing claims, retrieving customer/employer data, and provided assistance to assign physicians’ offices
- Memorized company policies to work with a random selection of callers reporting time off from employer due to medical FMLA leaves
- Protected health information such as (PHI) & HIPPA
- Provided exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly. Suggested Medical and Pharmacy plans
- Consulted with outside parties to resolve discrepancies and create expert solutions.
CSR
GDIT
08.2016 - 01.2018
- Thoroughly going over different medical plans for Medicare with potential customers
- Helped in the application process and determining the right medical plan
- Developed strategies to keep customers engaged throughout conversation.
English Instructor
House of learning
02.2016 - 08.2016
- Performed student background reviews to develop tailored lessons based on student needs
- Used a variety of teaching techniques with children and adults
- Designed lesson plans focused on age and level-appropriate material.
Education
High School Diploma -
Sierra Linda High School
Phoenix, AZ.Skills
- Bilingual/ Translation Services
- Customer Account Management
- Data Entry and Maintenance
- Critical Thinking
- Computer Proficiency
- Multitask
- Organized
- Attention to Detail
Timeline
Banking Customer Service Representative
Upgrade
11.2022 - Current
CSR, Sales Associate
Carvana
01.2021 - 01.2022
CSR/ITT Specialist and Sales Associate
Cigna, Life Insurance of North America
08.2018 - 09.2020
CSR
GDIT
08.2016 - 01.2018
English Instructor
House of learning
02.2016 - 08.2016
Host Coordinator
Mama Por Dios
01 2022 - 10 2022
High School Diploma -
Sierra Linda High School
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