Brenda Cruz
Converse,USA
Summary
Bilingual professional with extensive experience in customer service and compliance, proficient in managing high-volume communications and coordinating cross-functional processes. Demonstrates strong problem-solving and organizational skills, with a focus on enhancing customer satisfaction. Seeking to leverage expertise in a new role to drive team success and improve service delivery. High level of empathy and compassion that comes naturally from wanting to serve and bring in results while following company policies.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Member Service Guide-Remote
TTEC-Devoted Health
Austin, TX
11.2025 - Current
- Managed high volume of inbound calls (50+) from members regarding health insurance benefits.
- Verifying patient identity following HIPPA compliance
- Documented interactions while maintaining PHI
- Coordinated patient care with doctors and transportation
- Educated members on plan benefits and coverages
- Utilized Talkdesk and Slack and Teams to enhance team communication and streamline customer interactions.
- Active listening
- High first call resolution metrics met monthly
- High Attendance and reliability in remote settings
Centralized Loan Operations Specialist-Remote
Curo Management/Heights Finance
Greenville, SC
08.2023 - 06.2025
- Processed loan applications, ensuring compliance with regulatory requirements and company policies.
- Negotiated loan terms and conditions with customers to secure best deal.
- Reviewed and verified loan documentation for accuracy and completeness before approval.
- Coordinated efforts among multiple departments involved in the loan process to resolve any issues that arose during application or funding stages efficiently.
- Assisted borrowers with timely completion of their loan applications, while providing exceptional customer service.
- Managed daily operations to enhance customer service and satisfaction.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
Assistant Manager
Covington Credit
San Antonio, TX
08.2021 - 05.2023
- Managed daily operations to enhance customer service and satisfaction.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
Consumer Loan Specialist
Covington Credit
San Antonio, TX
02.2021 - 08.2022
- Negotiated payment arrangements with customers and credit institutions to assist in repairing credit history.
- Maintained accurate records of all loan documentation, supporting efficient audits and reporting processes.
- Developed strong relationships with clients, resulting in repeat business and referrals for additional loans.
- Reduced delinquency rates through effective communication and negotiation with borrowers experiencing financial difficulties.
Fulfillment/ General Merchandise Seasonal
Target
US
10.2020 - 03.2021
- Preparing orders. Packing. Stocking. Back stocking.
- Customer service for Mens department. Fulfillment. Setting sales. Audits.
Sales Associate
Macy’s North Star Mall
San Antonio, TX
02.2018 - 10.2020
- Customer service for Mens department
- Fulfillment
- Setting sales
- Store Audits
- Stocking
Education
GED - undefined
Nixon High School
Laredo, TXSkills
- Bilingual-Fluent in Spanish
- Organizational skills
- Strong attention to detail
- Problem-solving
- Time management
- Multitasking
- Excellent communication
- Customer service-focused
- Verbal and written communication
- HIPPA Privacy and Security Training
- Driver’s License
Certification
Alison Essentials Patient Care Coordination
Timeline
Bilingual Member Service Guide-Remote
TTEC-Devoted Health
11.2025 - Current
Centralized Loan Operations Specialist-Remote
Curo Management/Heights Finance
08.2023 - 06.2025
Assistant Manager
Covington Credit
08.2021 - 05.2023
Consumer Loan Specialist
Covington Credit
02.2021 - 08.2022
Fulfillment/ General Merchandise Seasonal
Target
10.2020 - 03.2021
Sales Associate
Macy’s North Star Mall
02.2018 - 10.2020
GED - undefined
Nixon High School