Esli Moreno Gaxiola
Phoenix,AZ
Summary
Hardworking and reliable employee with strong ability to thrive in a strong professional environment. Offering writing and math skills with strong verbal and written communication. Highly organized, proactive and with team-oriented mentality.
Overview
10
10
years of professional experience
Work History
Payment Specialist
Upgrade Inc
01.2023 - Current
- Researched discrepancies related to customers payments on their Home Improvement accounts, Personal line of credit and personal loans.
- Resolved high-volume customer support tickets by de-escalating complaints, identifying solutions, and ensuring a positive customer experience.
- Conducted internal fraud checks and payments by analyzing account activity, documentation, and system alerts to prevent unauthorized use.
- Managed daily accounting tasks, including invoicing and reconciliation of accounts receivable.
- Created reports on payment activity for treasury management review.
- Ensured compliance with internal policies and procedures related to payments.
Customer Service Representative
Upgrade, Inc
08.2021 - 12.2022
- Handled high-volume customer interactions, conducting identity verification and fraud screening to reduce risk and protect sensitive data.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Reviewed credit histories from applicants and determined feasibility of granting requested loans.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Updated client account information and records in company databases.
Account Servicing Online Customer Support
Upgrade Inc
08.2021 - 12.2022
- Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service via email.
- Meet and exceed 120 customer emails on a 8-hour shift.
- knowledge of Zendesk, and Spectrum.
- handle incoming documents and process accurately
- great to adopt to changing policy and procedures on a constant basis while maintaining high quality work.
- positive attitude with a strong ambition to grow within my role and for supporting business needs.
Lead Teller
Wells Fargo, NA
01.2017 - 07.2021
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Conducted account verification, monitored high-risk transactions, and identified potential fraud patterns while maintaining compliance with bank policies.
- Maintained optimal financial controls by securing funds and making accurate transactions.
- Reduced errors by double checking transactions.
- Prepared and submitted documentation for bank records and compliance purposes.
- Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
- Assisted tellers with daily activities such as check approval, adding checks, locating errors and resolving member related questions.
Medical Insurance Coordinator
MTBA
01.2016 - 12.2016
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Reviewed settled insurance claims to determine correct transport for members.
- Scheduled car ride pick up's for members.
- Communicated via phone to receive and transmit information.
- Responded to dispatch calls promptly.
- Prioritized incoming requests for transportation depending upon criticality of patient condition.
Education
Associate of Arts - Communications
Maricopa Community Colleges - Phoenix College
Phoenix, AZ10-2024
Bachelor of Arts - Journalism And Mass Communication
Arizona State University
Tempe, AZ12-2026
High School Diploma -
Nfl Yet College Prep Academy
Phoenix, AZ05.2014
Skills
- Knowledge in Zendesk, LexisNexis, Jira, VQ, Spectrum, Confluence, Word Office, Excel,
- banking experience of 7 years
- quick learner with ability to adapt with changing needs of the business
- Collaborative Team Player
- Organizational Skills
- Attention to Detail
- Multitasking and Prioritization
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Payment Specialist
Upgrade Inc
01.2023 - Current
Customer Service Representative
Upgrade, Inc
08.2021 - 12.2022
Account Servicing Online Customer Support
Upgrade Inc
08.2021 - 12.2022
Lead Teller
Wells Fargo, NA
01.2017 - 07.2021
Medical Insurance Coordinator
MTBA
01.2016 - 12.2016
High School Diploma -
Nfl Yet College Prep Academy
Associate of Arts - Communications
Maricopa Community Colleges - Phoenix College
Bachelor of Arts - Journalism And Mass Communication
Arizona State University