Berenice Moncada-Aramburo
Dallas
Summary
Dynamic Customer Solutions Specialist with a proven track record at Reprise Financial, excelling in cross-functional collaboration and multi-channel support. Recognized for enhancing team efficiency and customer satisfaction through effective training and empathetic communication. Skilled in compliance and issue resolution, driving positive customer experiences and service quality.
Overview
6
6
years of professional experience
Work History
Customer Solutions Specialist
Reprise Financial
07.2023 - Current
- Provided comprehensive team training and ongoing support to strengthen skills and improve workflow efficiency.
- Collaborated with cross-functional teams to streamline service delivery processes.
- Developed comprehensive training guides and reference documents that enhanced team readiness and ensured consistent service quality.
- Engaged customers who submitted low ratings, resolved their concerns, and achieved a significant increase in updated positive reviews.
Customer Service Representative/Collections Agent
Reprise Financial
02.2023 - 07.2023
- Maintained 100% compliance with company policies during all customer interactions.
- Consistently achieved high customer satisfaction scores through empathetic communication and effective issue resolution.
- Recognized by leadership for delivering exceptional service and maintaining high-quality interactions.
Account Representative
HSA Bank, Webster Bank
10.2019 - 06.2022
- Processed and maintained HSA accounts with 100% compliance to IRS and company regulations, reducing account discrepancies.
- Built strong rapport with account holders, resulting in increased retention and positive feedback.
- Simplified complex HSA regulations into easy‑to‑understand explanations, improving customer confidence and compliance.
Customer Service Representative
Spectrum
10.2019 - 01.2020
- Resolved complex billing inquiries with professionalism, achieving high customer satisfaction scores.
- Provided clear explanations of charges, payment terms, and account balances, reducing repeat inquiries.
- Achieved company‑defined metrics on a regular basis, maintaining strong overall performance.
Education
No Degree - Accounting
Dallas College
Dallas, TXHigh School Diploma -
North Dallas High School
Dallas, TX06-2016
Skills
- Multi‑channel support (phone, email, chat)
- Escalation handling
- Cross‑functional collaboration
- High‑volume workload handling
- Reliability and accountability
- Strong work ethic
Languages
Spanish
Native or Bilingual
Timeline
Customer Solutions Specialist
Reprise Financial
07.2023 - Current
Customer Service Representative/Collections Agent
Reprise Financial
02.2023 - 07.2023
Account Representative
HSA Bank, Webster Bank
10.2019 - 06.2022
Customer Service Representative
Spectrum
10.2019 - 01.2020
No Degree - Accounting
Dallas College
High School Diploma -
North Dallas High School