Citlalytl Arocha
San Antonio
Summary
Dynamic professional with 14 years of customer service experience, excelling in fast-paced, deadline-driven environments. Detail-oriented approach ensures adherence to quality standards and integrity in performance. Proven ability to maintain a positive attitude while delivering exceptional service and support.
Overview
18
18
years of professional experience
Work History
Everyday Banking Bilingual Specialist
Wells Fargo
06.2018 - 10.2024
- Responsibilities:
- Customer Service Banking Specialist 2018-2020 Perform tasks such as answering inquiries, resolving problems, and assist customers with detailed requests regarding their account needs.
- Everyday Banking Specialist Coach 2020-2024 Trained and supervised new employees. Overlooked their skill-set in banking procedures.
Adjuster
USAA
03.2007 - 09.2013
- Responsibilities:
- Initial Response Unit- 2007 Investigates & evaluates non-complex claims presented by the insured. Confirm coverage; make all arrangements for vehicle inspection, and issued timely payments.
- Liability Adjuster- 2008 Investigates, evaluates, negotiates and adjusts moderately complex claims presented by or against an insured. Confirm coverage, determine legal liability and equitably settle/defend.
- NET Manager - 2009 Supervised the New Employee Team. Prepared and held subject conferences to teach system procedures and assured employees built a strong foundation and understanding of their responsibilities before taking a full workload.
- 1st Party Medical Adjuster- 2011-2013 Investigates & evaluates complex medical claims presented by an insured. Confirm coverage and determine if claimed injuries are related to the loss. Processed medical bills and settled any outstanding medical liens.
Education
Certified Professional Medical Coder -
Medical Coding Academy
Dallas, TX01.2017
Pending Degree - Business Management
University of Texas, San Antonio
San Antonio, TX05-2012
Skills
- Bilingual: Fluent Reading & Writing in English/ Spanish
- Experience With Fast-Paced Environments & Focused On Client Satisfaction
- Accurate & Efficient Data Entry Performance
- Critical Thinker With Exceptional Multi-Tasking Skills
- Proficient With Windows Based & Web Browser Applications
- Strong Interpersonal & Communication Skills, Both Written & Verbal
Accomplishments
- Wells Fargo named “Top Performer Employee of the Quarter” for excellence in metric status in 2019-2024
- USAA Named “Employee of the Month” for excellence in service multiple times throughout my career at USAA.
- Innovation Award in 2012- One of my ideas was implemented to the Auto Loss Report System; this reduced time-sensitive mail delays.
- Many volunteer hours with the Food Bank, Kidz Cardz, and my parish St. John Berchman’s.
Timeline
Everyday Banking Bilingual Specialist
Wells Fargo
06.2018 - 10.2024
Adjuster
USAA
03.2007 - 09.2013
Certified Professional Medical Coder -
Medical Coding Academy
Pending Degree - Business Management
University of Texas, San Antonio
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