Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amy Quintanilla

Taylor

Summary

Experienced utility support in billing adjustments and customer account management, with expertise in data analysis and discrepancy resolution. Proven ability to train teams, improving operational efficiency and compliance. Dependable and organized, and can perform in fast-paced environments while delivering great service. Strong work ethic and adaptability, with a commitment to continuous learning and develop skills. Also have a willingness to learn any new responsibilities with proper training and opportunity.

Overview

13
13
years of professional experience

Work History

Utility Customer Operations Support

City of Georgetown
Georgetown
10.2024 - Current
  • Assist with service orders and billing tasks as needed, coordinating with relevant departments to verify and resolve data discrepancies.
  • Support the processing of billing adjustments, payment corrections, and account modifications, following established procedures.
  • Analyze and interpret consumption data to identify and resolve potential customer account issues, providing recommendations for resolution.
  • Maintain comprehensive knowledge of department policies, billing rate structures, and utility operations to effectively manage customer utility accounts.

Animal Care Specialist

Dream a Dream Dachshunds
Pflugerville
08.2023 - 03.2024
  • Fed and provided water to animals according to specific dietary and feeding instructions.
  • Cleaned, sanitized, and organized animal living quarters to maintain a safe and healthy environment.
  • Scheduled veterinary and grooming appointments, ensuring timely care and treatment.
  • Monitored animal health by observing behavior and physical condition for signs of illness, injury, or disease.
  • Provided educational information on animal habitats, breeding behaviors, and general care.
  • Administered basic medical treatments and vaccinations under guidance or according to protocols.
  • Collected and recorded key animal data, including weight, size, administered medications, and treatment history.

Texas Works Advisor III

Health and Human Service Commission
Taylor
04.2019 - 11.2020
  • Coordinate financial eligibility activities for various social service programs, ensuring compliance with guidelines.
  • Conduct thorough reviews to determine and verify new or ongoing program eligibility for clients.
  • Interview clients, families, or authorized representatives to collect necessary information for benefit determination.
  • Certify eligibility, calculate benefit levels, and establish the duration of eligibility based on program criteria.
  • Explain program benefits, requirements, appeal rights, and fair hearing procedures clearly to clients and their representatives.
  • Process, monitor, and communicate case status updates and changes effectively to all involved parties.
  • Review suspected fraud cases, referring concerns to investigators as appropriate.
  • Audit case records to verify accuracy and validity of eligibility decisions made by other staff members.
  • Assist advisors with resolving complaints and technical issues related to automation systems.
  • Initiate and oversee special projects as needed to improve program operations.
  • Provide consultation to program staff regarding policies, procedures, record-keeping, budgeting, and community resource utilization.
  • Train new staff and colleagues on eligibility processes and program standards.
  • Perform other related duties as assigned to support program effectiveness.

Texas Works Advisor II

Health and Human Service Commission
Taylor
11.2017 - 04.2019
  • Obtain, verify, and calculate income and resources to determine client eligibility for social service programs.
  • Process, monitor, and review case statuses, communicating updates and changes to clients, families, or authorized representatives.
  • Conduct interviews with clients and their representatives to gather information necessary for benefit eligibility determinations.
  • Certify eligibility, calculate benefit amounts, and establish the duration of benefits based on program guidelines.
  • Perform periodic reviews to confirm ongoing program eligibility.
  • Explain program benefits, requirements, appeal rights, and fair hearing procedures to clients and their families.
  • Calculate and process changes to benefits, including overpayments, adjustments, and restorations.
  • Maintain accurate and confidential case records documenting all client interactions and case activities.
  • Communicate effectively with internal and external stakeholders to provide information, resolve inquiries, and address complaints.
  • Assist advisors in troubleshooting complaints and escalated issues related to automated systems.
  • Collaborate with program staff on policies, procedures, record-keeping, budgeting, and community resources.
  • Present program information to community groups as needed.
  • Participate in unit administration and contribute to program development initiatives.
  • Perform additional duties as assigned to support program goals and operations.

Texas Works Advisor I

Health and Human Services Commission
Taylor
11.2016 - 11.2017
  • Conduct routine eligibility determinations for social service programs by reviewing files and verifying case data.
  • Interview clients to gather necessary information and document details accurately.
  • Determine benefit eligibility and explain program benefits, requirements, and procedures to clients.
  • Work under moderate supervision, applying established guidelines with limited scope for independent judgment.
  • Ensure compliance with program policies while maintaining thorough and organized case records.

Assistant Manager

Security Finance, Financial Services
Taylor
07.2016 - 11.2016
  • Develop and maintain strong customer relationships by delivering exceptional service.
  • Manage office cash operations accurately and securely.
  • Drive account growth through sound loan judgment and effective customer solicitation.
  • Ensure strict compliance with state and federal lending regulations, as well as company policies.
  • Facilitate prompt and efficient completion of loan applications.
  • Minimize delinquent debt by conducting collection activities via telephone and field visits.
  • Maintain adherence to company record-keeping procedures to ensure accurate documentation.

Customer Service Representative

REGIONAL FINANCE CORPORATION
Austin
06.2015 - 07.2016
  • Sort and distribute daily correspondence to appropriate departments.
  • Post customer payments accurately to their accounts.
  • Answer phone calls and make collection calls to customers as needed.
  • Assist customers with loan applications, ensuring all required information is collected.
  • File and organize office documents to maintain efficient records management.
  • Verify credit history and employment details for loan application processing.
  • Perform faxing, copying, and scanning duties to support office operations.
  • Prepare office deposits and generate daily financial reports.
  • Enter data for new loan contracts and renewals with accuracy and attention to detail.

Assistant Manager

Speedy Cash Loans
Round Rock
10.2012 - 06.2015
  • Load and balance ATMs to ensure accurate cash availability.
  • Utilize basic Microsoft Office applications for daily administrative tasks.
  • Demonstrate strong analytical, organizational, and problem-solving skills in daily operations.
  • Train and develop team members to enhance performance and efficiency.
  • Conduct monthly audits and monitor suspicious activity reports for compliance.
  • Coordinate supply and cash orders for loans by managing transactions with banking facilities.
  • Perform weekly audits to identify and resolve any discrepancies.
  • Handle various financial services, including title loans, check cashing, MoneyGram transactions, payday loans, and money orders.
  • Systematically audit loan processes and supervise loan operations to maintain accuracy and compliance.
  • Provide daily administrative direction and support to staff.
  • Count vault cash at opening and closing to ensure security and accuracy.
  • Create and manage employee work schedules to optimize staffing and workflow.

Education

High School Diploma -

Del Valle High School
Del Valle, TX
02-2004

Skills

  • Billing adjustments
  • Data analysis
  • Customer account management
  • Utility operations
  • Case management
  • Eligibility determination
  • Team training
  • Attention to detail
  • Recordkeeping
  • Multitasking Abilities
  • Troubleshooting
  • Dependable and responsible
  • Organization and time management

Timeline

Utility Customer Operations Support

City of Georgetown
10.2024 - Current

Animal Care Specialist

Dream a Dream Dachshunds
08.2023 - 03.2024

Texas Works Advisor III

Health and Human Service Commission
04.2019 - 11.2020

Texas Works Advisor II

Health and Human Service Commission
11.2017 - 04.2019

Texas Works Advisor I

Health and Human Services Commission
11.2016 - 11.2017

Assistant Manager

Security Finance, Financial Services
07.2016 - 11.2016

Customer Service Representative

REGIONAL FINANCE CORPORATION
06.2015 - 07.2016

Assistant Manager

Speedy Cash Loans
10.2012 - 06.2015

High School Diploma -

Del Valle High School