Carol Gonzales
Albuquerque,NM
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield of NM
Albuquerque, NM
04.2024 - 05.2024
- Researched customer inquiries to ensure accurate resolution of their issues.
- Recorded detailed notes in customer accounts for future reference and follow-up.
- Assisted customers in navigating the company website for answers to commonly asked questions.
- Researched problems with benefits, accounts and services with speed and accuracy.
- Reached out to providers to help develop comprehensive solutions.
Child Support Legal Assistant
State of New Mexico
Albuquerque
01.2024 - 01.2024
- Review Child Support cases to confirm cases are being enforced
- Perform customer service via either phone or in-person
- Close cases once support obligation has been met
- Ensured compliance with relevant laws and regulations pertaining to child support cases.
- Responded to inquiries from custodial and non-custodial parents via phone, mail, or email.
- Provided customer service to clients regarding their child support cases.
Legal Processing Specialist
Fidelity Investments
Albuquerque
07.2011 - 01.2024
- Work with Clients on complex issues.
- Manage large volumes of cases and prioritize workload on daily basis.
- Back up team members as needed.
- Research complex issues utilizing multiple resources.
- Handle escalated customer calls and de-escalate situations.
- Work with multiple open windows and toggle back and forth as needed.
- Research pension benefits and respond to participant's request in writing.
- Read and interpret legal QMCSO notifications.
- Determine whether to Qualify or Non-Qualify child support notices based on employee's status and payroll requirements.
- Process enrollments and terminations of coverage based on Agency direction.
- Meet SLA standards for work items.
- Maintained confidentiality of sensitive customer information at all times.
- Utilized software programs to enter data into systems and maintain records.
- Implemented new procedures designed to streamline existing processes for greater efficiency.
- Provided support to internal staff members regarding processing procedures and protocols.
- Reviewed and verified documents for accuracy, completeness, and compliance with established regulations.
- Ensured compliance with applicable laws and regulations governing handling of financial documents.
- Performed quality assurance checks on processed documents for errors or omissions.
Customer Service Representative
Verizon Wireless
Albuquerque
12.2010 - 07.2011
- Answer customer calls regarding wireless phone service
- Troubleshoot billing issues
- Troubleshoot basic technical wireless phone issues
- Sales of new cell phones and plans
- Work with multiple open windows and toggle back and forth as needed
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associates Degree In Paralegal Studies -
Metropolitan College
06.2004
Skills
- Excellent Customer Service
- Excellent Communication Skills
- Strong Research and Analytical Skills
- Organizational Skills
- Strong Time Management skills
- Experienced with Microsoft Word and Excel
- Ability to multi-task
- Data entry
- Written Communication
- Decision-Making
- Problem-Solving
- Computer Skills
- Communication
Timeline
Customer Advocate
Blue Cross Blue Shield of NM
04.2024 - 05.2024
Child Support Legal Assistant
State of New Mexico
01.2024 - 01.2024
Legal Processing Specialist
Fidelity Investments
07.2011 - 01.2024
Customer Service Representative
Verizon Wireless
12.2010 - 07.2011
Associates Degree In Paralegal Studies -
Metropolitan College
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