Cristina Flores
Phoenix,AZ
Summary
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Experienced in handling a variety of personalities.
Overview
25
25
years of professional experience
Work History
Benefit Eligibility Specialist
State Of Arizona Department Of Economic Security
04.2022 - 07.2025
- Reviewed applications for different aid programs and determined which information was needed to determine eligibility.
- Documented all communication with applicants and inputted information using multiples programs such as Aztecs and HEA Plus.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Followed strict guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Communicated with people from various cultures and backgrounds on application process.
- Interviewed applicants and explained scope of different available benefits.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
Customer Advocate Representative
Wells Fargo
08.2017 - 08.2021
- Responding to customer complaints concerning legal, ethical and regulatory issues
- Ability to effectively listen and elicit information
- Supplying first call resolution, if possible, while following strict procedures
- Utilizing multiple programs on multiple screens
- Navigating multiple search/information programs
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Answered as many as 70 calls each day focused on answering financial questions and resolving any issues
Office Assistant/Preparer
CBB Accounting Services
01.2014 - 02.2016
- Prepare court accountings for conservatorship and trusts
- Input accounting figures for stock investments and dividends
- Prepare financial accountings and information for tax preparation
- Delivered clerical support by handling range of routine and special requirements.
- Developed correspondence letters, memos and emails
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted
Customer Service Associate
Walmart
09.2000 - 06.2005
- Supporting neat and orderly work environment
- Organizing front and back stock
- Manual counts and perpetual inventory upkeep
- Maintained customer satisfaction, focused on addressing customer needs and resolving concerns.
- Cashier
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Education
Bachelor of Science - Social Work
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ12-2028
Skills
- Customer Retention Strategies
- Understanding Customer Needs
- Customer Data Confidentiality
- Customer Account Management
- Efficient and Detail-Oriented
- Responding to Difficult Customers
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Issue and Complaint Resolution
- De-escalation Techniques
- Upbeat and Positive Personality
- Verbal and Written Communication
Timeline
Benefit Eligibility Specialist
State Of Arizona Department Of Economic Security
04.2022 - 07.2025
Customer Advocate Representative
Wells Fargo
08.2017 - 08.2021
Office Assistant/Preparer
CBB Accounting Services
01.2014 - 02.2016
Customer Service Associate
Walmart
09.2000 - 06.2005
Bachelor of Science - Social Work
Maricopa Community Colleges - Scottsdale Community College
Similar Profiles
Debbie GrayDebbie Gray
Administrative Assistant at State of Arizona Department of Economic SecurityAdministrative Assistant at State of Arizona Department of Economic Security
Marleah GalvezMarleah Galvez
QAIA - Integrity Compliance Deputy at State Of Arizona Department Of Economic SecurityQAIA - Integrity Compliance Deputy at State Of Arizona Department Of Economic Security
Juanita SimpsonJuanita Simpson
Child Support Officer II at State of Arizona Department of Economic SecurityChild Support Officer II at State of Arizona Department of Economic Security
Alexandra BerryAlexandra Berry
Service Coordinator at Presidential Pools, Spas & PatioService Coordinator at Presidential Pools, Spas & Patio
Jovan WilderJovan Wilder
Real Estate Agent at Jason Mitchell GroupReal Estate Agent at Jason Mitchell Group