CITLALLIC AGUAYO
Phoenix,AZ
Summary
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.
Overview
8
8
years of professional experience
Work History
Policy Holder Representative
Oxford Life Insurance
04.2025 - Current
- Resolved customer inquiries efficiently through multi-channel communication methods.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed customer inquiries regarding policy details, claims, and coverage options.
- Streamlined communication processes between departments to improve response times.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Resolved billing discrepancies, ensuring accurate invoicing and customer satisfaction.
Contingent Workforce Coordinator
Leadpoint Business Services
01.2024 - 04.2025
- Process and manage weekly payroll for 67 employees, ensuring accuracy and timely payments.
- Improve team productivity through clear communication, regular progress updates, and structured coordination meetings.
- Maintain accurate and well-organized documentation systems, updating records as needed.
- Assist in recruitment efforts, including scheduling interviews and managing onboarding activities for new hires.
- Oversee appointment scheduling and travel itineraries for clients and staff.
- Enhance office efficiency by delegating administrative tasks and optimizing workflow.
- Generate reports and tracking documents to support operational improvements.
Medical Assistant
GB Family Care
05.2023 - 01.2024
- Assisted physicians with patient examinations, ensuring comfort and addressing patient concerns.
- Collected patient medical history, documented symptoms, and updated medication records.
- Performed phlebotomy, administered injections, and conducted EKGs and other diagnostic tests.
- Managed electronic health records (EHR) for improved clinical workflow and efficiency.
- Ensured exam rooms and medical equipment were sanitized, restocked, and properly organized.
- Processed lab specimens and conducted routine laboratory tests.
- Directed patients to examination rooms and provided pre-visit preparation support.
Customer Service Associate
National General Insurance
01.2018 - 12.2020
- Handled high-volume inbound and outbound calls, assisting customers with inquiries, policy details, and account updates.
- Provided exceptional customer service by resolving issues, answering questions, and ensuring customer satisfaction.
- Processed account transactions, verified customer information, and updated records in company databases.
- Assisted clients with policy changes, billing inquiries, and claim-related questions.
- Maintained compliance with company policies and industry regulations while delivering professional service.
- Worked in a fast-paced environment, multitasking between call handling, documentation, and customer follow-ups.
Education
High School Diploma -
Maryvale High School
Phoenix, AZ05.2017
Skills
- Customer Service & Call Center Operations
- Staff Scheduling & Management
- Payroll Processing & Coordination
- Recruitment & Onboarding
- Data Entry & Report Writing
- Microsoft Excel & Data Analysis
- Time Management & Multitasking
- Team Collaboration & Leadership
- Medical Procedures & Phlebotomy
- Electronic Health Records (EHR)
- Problem-Solving & Critical Thinking
- Customer support
- Data entry proficiency
- Complaint handling
- Client education
LANGUAGES
English - Native/Bilingual Proficiency
Spanish - Native/Bilingual Proficiency
Timeline
Policy Holder Representative
Oxford Life Insurance
04.2025 - Current
Contingent Workforce Coordinator
Leadpoint Business Services
01.2024 - 04.2025
Medical Assistant
GB Family Care
05.2023 - 01.2024
Customer Service Associate
National General Insurance
01.2018 - 12.2020
High School Diploma -
Maryvale High School