Amy Cancino
SAN ANTONIO
Summary
A reliable customer service professional with proven track record in account management and client relations. Known for building strong team dynamics and delivering consistent results. Proficient in communication, problem-solving, and customer service, with focus on achieving team objectives. Reliable and resourceful, ready to contribute significantly to organizational success.
Overview
15
15
years of professional experience
Work History
Customer Account Representative II
GM Financial
San Antonio, TX
02.2022 - Current
- Managed customer accounts, ensuring accurate updates and timely resolutions of inquiries.
- Developed strong relationships with clients, enhancing overall customer satisfaction and retention.
- Coordinated account reviews, identifying opportunities for customer to improve their payment history.
- Implemented payment arrangement, educated customers on their loan and contract to increase efficiency in account management.
- Analyzed customer feedback to drive strategic initiatives aimed at improving the customers knowledge to enhance their online management and usage of tools available to them.
- Analyzed accounts for delinquencies and other ongoing issues.
Student Service Representative
Goodwill Industries of San Antonio
SAN ANTONIO, Texas
06.2021 - 02.2022
- Managed date entry of student information and maintained updated records.
- Answered students’ inquiries by telephone.
- Handled peer mentoring by providing assistance to coworkers directly and by online chat.
- Served diverse student needs by collaborating closely with academics, financial aid and business office support personnel.
- Submit O-Box tickets to designated department with detailed information on students account, issues and concerns.
- Ability to multitask and work in between calls to assist agents with their calls and how to direct/handle situation.
Customer Service Rep III
Texas Workforce Commission
San Antonio, Texas
07.2016 - 06.2019
- Performed Unemployment Insurance claims work in a contact center by following established procedures and protocols.
- Submitted initial claims, follow up claims, claim corrections and evaluated reopening unemployment benefit claims by phone inbound and outbound.
- Performed investigative duties, with quality, courtesy, and timeliness.
- Organized cases according to State of Texas policies.
- Obtain all necessary information and execute appropriate course of actions by applying a proficient level of system and program knowledge while documenting research.
- Explained Texas Unemployment Compensation Act and other applicable state and federal laws to the claimant.
- Adhered to schedule and strict deadlines.
Customer Contact Specialist
Bank of America
San Antonio, Texas
05.2014 - 05.2015
- Provided individualized customer Service to Bank of America customers with a high level of professionalism and interpersonal skills.
- Answered customer inquiries regarding their checking/savings accounts, provided detailed transaction/dispute information.
- Strictly adhered to national and bank policy and procedures while maintaining daily and monthly goals.
- I faxed and mailed out necessary information as needed.
Care Coordinator
Carenet
San Antonio, Texas
11.2013 - 04.2014
- Responsible for performance of para-administrative and clerical duties in support of clinical services which include: answering incoming calls, eligibility screening and triage for 24-hour nurse line.
- Screened incoming calls from patients to escalate cases to triage nurses in the appropriate time in accordance to the severity of the symptoms. Accurately documented symptoms.
Customer Service
Media Riders/MCNA Dental
San Antonio, Texas
04.2013 - 09.2013
- Provided detailed assistance about dental insurance coverage to Medicaid/CHIP members by phone.
- Assisted with claim payment and benefit information and explanations.
- Helped members calculate co-pays, deductibles, premiums and out of pocket expenses.
- Assisted members with changing dental providers.
Customer Contact Specialist
Coventry Health/AETNA Insurance
San Antonio, Texas
06.2011 - 03.2013
- Assisted with claim payment and benefit information through inbound/outbound calls.
- Helped calculate member’s co-pays, deductibles, premiums and out of pocket expenses.
- Assisted members with claim investigations as well as providing additional information on whether claim was paid correctly.
- Also assisted with Medicare Part D members with information on prescription drug coverage, benefits and claims.
Education
High School Diploma -
Brackenridge High School
San Antonio, TXSkills
- Problem-Solving
- Attention to Detail
- Cultural Awareness
- Interpersonal Communication
- Self-Motivated
- Data Entry
- MS Office
- Good Telephone Etiquette
- Flexible and Adaptable
- Multitasking Abilities
- Organization and Time Management
- Dependable and Responsible
Languages
Spanish- Native or Bilingual
I can speak, read and write in Spanish
Timeline
Customer Account Representative II
GM Financial
02.2022 - Current
Student Service Representative
Goodwill Industries of San Antonio
06.2021 - 02.2022
Customer Service Rep III
Texas Workforce Commission
07.2016 - 06.2019
Customer Contact Specialist
Bank of America
05.2014 - 05.2015
Care Coordinator
Carenet
11.2013 - 04.2014
Customer Service
Media Riders/MCNA Dental
04.2013 - 09.2013
Customer Contact Specialist
Coventry Health/AETNA Insurance
06.2011 - 03.2013
High School Diploma -
Brackenridge High School