Denice Garcia Cervantes
Portland,OR
Summary
Experienced with fostering client relationships and driving engagement initiatives with extensive leadership experience in a highly regulated and dynamic financial environment. Utilizes strategic communication to enhance customer satisfaction and loyalty. Knowledge of managing comprehensive campaigns and adapting to dynamic environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sales & Account Engagement Specialist I
Kaiser Permanente
04.2025 - Current
- Facilitate the enrollment and implementation process by coordinating local enrollment meetings to win new and retain current members.
- Pursues effective relations with others by sharing resources, information, and knowledge with coworkers and members.
- Collaborates with others to solve business problems, escalates issues, or risk as appropriate communicate progress and information.
- Developed and implemented engagement strategies to enhance patient satisfaction and experience.
- Collaborated with multidisciplinary teams to streamline communication processes within healthcare settings.
- Advocated for patient needs during project planning, enhancing the overall effectiveness of health services delivered.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns that may arise.
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention in face-to-face interactions.
Team Manager
Wells Fargo Company
06.2019 - 11.2024
- Supervised employees and assessed performance to determine training needs and define accurate plans for decreasing process gaps.
- Maximized performance by monitoring daily activities and mentoring team members.
- Prepared and recommended long-range plans for development of department personnel.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Responsible for time sensitive tasks. Completes ahead of established deadlines on a daily, weekly, and monthly basis.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Required high level of adaptability and problem solving due to changes in organization and economic challenges.
Team Lead
Wells Fargo Company
01.2017 - 05.2019
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Used critical thinking to break down problems, evaluate solutions and make decisions to improve client satisfaction.
- Performed duties in accordance with applicable standard, policies, and regulatory guidelines.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Established key performance indicators to track team progress and drive accountability.
Credit Card Service Representative / Peer Coach
Wells Fargo Company
06.2014 - 12.2017
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Minimized resource and time losses by addressing client directly and implementing timely solutions.
- Adhered to strict Regulatory and Compliance Guidelines, security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Provided quality customer service to customers by utilizing empathy skills.
Education
Associate of Arts - Pyscology
Merced College
06-2013
Skills
- Leadership and People Development
- Time management and Execution
- Change and Grow Management
- Effective Communicator
- Decision-making
- Microsoft Office
Certification
- Health Licensed - 2025
Languages
Spanish
Full Professional
Timeline
Sales & Account Engagement Specialist I
Kaiser Permanente
04.2025 - Current
Team Manager
Wells Fargo Company
06.2019 - 11.2024
Team Lead
Wells Fargo Company
01.2017 - 05.2019
Credit Card Service Representative / Peer Coach
Wells Fargo Company
06.2014 - 12.2017
Associate of Arts - Pyscology
Merced College