Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ARCY SANTIBANEZ

El Paso,USA

Summary

Results-driven professional with over 20 years of exceptional customer service and account management experience, characterized by expertise in case management and service delivery. Proven leadership and training qualifications complement a flexible approach to solving complex business challenges, consistently achieving success in high-pressure environments. A steadfast commitment to delivering outstanding customer service fuels a passion for enhancing client satisfaction and operational efficiency. Focused on continuous improvement and dedicated to elevating the quality of work provided to clients.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Passport Support Associate III

CGI Federal
04.2024 - 05.2025
  • Operated various equipment for high-speed scanning, mailing out and metering of mail. Prepared and mail envelopes with correct passport and corresponding supporting documents.
  • Processed customer and account source documents by reviewing data for deficiencies, resolving discrepancies by using standard procedures and returning incomplete documents to the team leader for resolution.
  • Assisted in boxing and archived over five hundred files for storage purposes.
  • Interfaced with passport applicants at Agency/Center Information.
  • Assisted at the information station, ensured appointment was scheduled.
  • Responsible for reviewing passport applications, photograph, identification and supporting documentation for completeness prior to adjudication.
  • Conducted a thorough review of the application to confirm that all documents meet Passport requirements, verified the photograph’s compliance with established standards, and ensured the customer received accurate fee information.
  • Assisted in printing and reviewing passports books for accuracy and quality.
  • In charge of processing refund/reimbursement requests.
  • Generated credit card payment from the applicant and ran designed reports.
  • Resolved undeliverable mail items by contacting the customer and appropriately documenting all actions in a SharePoint application.
  • Assisted with contacting applicants to request necessary documents.

Pre-Litigation Case Manager

Tawney, Acosta, and Chaparro Law Firm
01.2023 - 04.2024
  • Proactively investigated, confirmed insurance coverage, confirmed liability determination, evaluated damages, and assisted in negotiating a settlement.
  • Served as the primary point of contact for clients during the pre-litigation process.
  • Made sure medical records are requested and investigated items are ordered.
  • Assisted clients with medical scheduling and coordinated Dr. appointments.
  • Scheduled attorney appointments and ensure that all calendar deadlines are met.
  • Assisted in drafting Letters of Representation (LOR) for correspondence.
  • Prepared the letters of demand. Also assist with event scheduling, organizing, and maintaining legal files.
  • Assisted with potential client intake, by screening the calls.
  • Communicated and interacted with the client to help answer questions and convey information about the case.
  • Assisted the attorney through the final case process, among other admin duties.

Project Mgr. Assistant

Workforce Solutions Borderplex
02.2022 - 08.2022
  • Solved problems and work with a diverse customer base.
  • Performed an array of technical, training, research, planning, policy, program assessment, and administrative activities related to program assignments.
  • Helped assist in providing highly interactive peer-to-peer outreach and case management to veterans returning from the wars transitioning service members, and veterans of all eras (including their dependents) that need assistance as they transition into civilian life. Provided timely referrals.
  • Reviewed documents to ensure all Agreements and Contracts adhere to WSB policy.
  • Prepared and reviewed purchase orders by guidelines, rules, policies, and laws and reviewed and maintained procurement reports, records, and files.
  • Entered data into the database and generate POs for recurring payments over 10K.
  • Reviewed the Program’s complaint logs and made sure there was a resolution within 24-48 hrs.
  • Provided Support Services by loading funds with MasterCard Debit Card Portal (DCP) for individuals who participate in our programs and initiatives. These funds will provide a more streamlined process by which they will receive support services.
  • Managed Mastercard Reports/ New Cards/Activated Cards/Card Loading/Balance Report.
  • Analyzed data. Performed other duties as assigned.

Processing Coordinator

Homeland Security U.S Customs and Border Protection
01.2021 - 07.2021
  • Received and processed custody of non- citizens detainees; maintaining the well-being of detainees outside of a secure complex, such as inventorying, tagging, and storing detainees' personal property for tracking purposes.
  • Communicated in the Spanish language; maintaining contact with other sectors, stations, agencies, and foreign consulates and made arrangements for removal procedures, travel, and escorts.
  • Logged the status of welfare checks of occupants, visual inspections of temporary holding areas, and inputting information into the appropriate processing system.
  • Drafted and maintained administrative paperwork and reports related to property, transportation, and deportation documentation for the Central Processing Center (CPC) control room.
  • Utilized computer systems (E-3 gen Dentation Module, Rails, CAS) to analyze data, complete administrative reports, and maintain logs by inputting file transfers, welfare checks, and arrest information.
  • Responsible for requesting camp space (T-camp) for singles and families through Enforcement Removal Operations (ERO) and adding subjects to a Manifest for transportation.
  • Registered Alien “A” files for juvenile coordinators for placement in other locations.
  • Submitted “A” files in CAS which expedited approvals for camp space for non-detainees’ subjects.

UI Claims Representative CSR II/Adjudicator

Texas Worforce Commission
03.2020 - 01.2021
  • Coordinated and performing a wide variety of administrative services.
  • Took Unemployment claims by phone.
  • Identified ways to improve the efficiency and effectiveness of services at the local level.
  • Made determinations on claims and claims certifications regarding payment of UI to claimants and liability to employers.
  • Conducted and participated in the evaluation of administrative programs, systems, and methods. Investigated and adjudicated UI claims with quality and timeliness.
  • Interviewed individuals by phone, while simultaneously entering data.
  • Explained the Texas Unemployment Compensation Act (TUCA) and other applicable laws to customers, claimants, and employers.
  • Performed multiple tasks, paid attention to detail, enter, and retrieve data and provide quality customer service.
  • Provided external customer service support and received and responded to various public inquiries regarding the Unemployment Insurance Program.

Issue Resolution Analyst/Accounts Receivable Spec

ADP
04.2013 - 06.2019
  • Prepared all assigned administrative reports and in charge of Refunding Checks for National, Majors, and small business clients. Analyzed to assure Refunding Checks were complying.
  • Verified information on submitted cases, reviewing sales contracts, determining, and ensuring payments or reimbursements were complying.
  • Make outbound calls to clients to bring issues to resolution.
  • Perform assigned tasks and work cases accurately and within stipulated timelines by partnering with business units.
  • Analyzed and research client requests that are more complex.
  • Resolved AR disputes.
  • Worked with banks to resolve client payment issues.

Human Resources (HR) Consultant/Benefits Representative

ADP
  • Supported HR clients of varying sizes and complexities to provide prompt and thorough responses to all types of service inquiries for Major Account Workforce Now Comprehensive HR Services clients.
  • Completed research to respond to client inquiries regarding HR business issues.
  • Escalated issues to management as appropriate. Maintained appropriate records of client contact through the CRM (Siebel).
  • Executed daily, weekly, and monthly reporting for total enrollments for clients.
  • Provided all Health and Welfare administration services to our HR/Administration Services clients.
  • Enrolled clients on their benefits services that had problems enrolling themselves.
  • Troubleshooted systems and walk clients through the enrollment process.
  • Partnered with HR Staff and employees while assisting with the enrollment process.
  • Collaborated closely with client’s benefits provider (s) to resolve eligibility issues and to escalate services and/or claims issues on behalf of employees.

Payroll Representative

ADP
  • Provided guidance and best practice information regarding payroll business issues and researched state and other statutory requirements.
  • Worked with internal technical support, various production departments, and additional ADP Service hubs as needed to identify a resolution.
  • Responded to clients’ incoming phone calls, web inquiries, emails, and/or faxes.
  • Investigated research, analyzed, and tested outcomes to resolve client questions and/or problems correctly.

Education

International Business College -

Jefferson High School - General Studies

Certificate of Completion - Project Management, Procurement

01.2022

CBP -

Federal Law Enforcement Training Center
01.2021

ADP Emerging Leader Program - undefined

01.2017

Certificate of Completion - Microsoft office, Excel Expert & Windows 8.1

01.2016

Certificate of Completion - Human Resources Professional

01.2015

Skills

  • Business development expertise
  • Client Relations/Customer Service
  • Analytical Skills/Multi-task
  • Successful Problem-Solving Skills
  • Great Negotiating Abilities
  • Account Receivable
  • Strong Management/Leadership Skills (15years)
  • Microsoft Office (Outlook, Excel, Word, and document management software)
  • Notary Public State of Texas
  • Bilingual: Fluent in English and Spanish
  • Case Time Management

Certification

Notary Public, State of Texas My Commission expires August 2029.

Timeline

Passport Support Associate III

CGI Federal
04.2024 - 05.2025

Pre-Litigation Case Manager

Tawney, Acosta, and Chaparro Law Firm
01.2023 - 04.2024

Project Mgr. Assistant

Workforce Solutions Borderplex
02.2022 - 08.2022

Processing Coordinator

Homeland Security U.S Customs and Border Protection
01.2021 - 07.2021

UI Claims Representative CSR II/Adjudicator

Texas Worforce Commission
03.2020 - 01.2021

Issue Resolution Analyst/Accounts Receivable Spec

ADP
04.2013 - 06.2019

Jefferson High School - General Studies

Certificate of Completion - Project Management, Procurement

ADP Emerging Leader Program - undefined

Certificate of Completion - Microsoft office, Excel Expert & Windows 8.1

Certificate of Completion - Human Resources Professional

Human Resources (HR) Consultant/Benefits Representative

ADP

Payroll Representative

ADP

International Business College -

CBP -

Federal Law Enforcement Training Center

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