Estela B Ochoa
Las Vegas,NV
Summary
Experienced customer service representative with a strong track record in providing exceptional customer service and support. Demonstrates efficient and effective problem-solving skills, while maintaining a high level of organization. Proven ability to quickly adapt to new policies and procedures. Committed to delivering outstanding customer experiences and continuously improving customer satisfaction.
Overview
8
8
years of professional experience
Work History
Family Service Specialist
State of Nevada Division of Welfare
01.2022 - Current
- Interview benefit applicants as specified by policy.
- Determine which public assistance programs are applicable for applicants and what information and verifications are needed to establish eligibility.
- Case management.
- Contact employers, banks, landlords, references, and community resources to verify data obtained from client interviews.
- Call center.
- Document each case with summary of assistance provided.
Clerical
State of Nevada Division of Welfare
08.2021 - 01.2022
- Arrange files, prepare documents, schedule appointments, and support other staff.
- Create and maintain filing systems, both electronic and physical.
- Answer phones and assist with clients inquiries.
- Issue EBT cards.
- Data entry.
Member service Representative
Silver state schools Credit Union
12.2020 - 08.2021
- Cross-sells and made referrals to generate new business and additional services, promote bank products, and further establish business relationships
- Educated members on online service offerings and mobile apps.
- Helped members access technology to enhance banking convenience
- Building member relationship through proactively identifying additional products and services that will aid the member in achieving their financial goals.
- Greets and serves members with their banking needs.
Assistant Manager
Check City
08.2017 - 07.2020
- Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
- Planned and prepared work flow schedules, delegating tasks for team members.
- Trained team to deliver outstanding customer service, boosting customer satisfaction ratings.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Completed inventory audits to identify losses and project demand.
- Implemented training processes for newly hired employees.
- Monitored staff to enhance skills and achieve daily goals
Education
High School diploma -
Rancho High School
Las Vegas, Nevada01.2015
Skills
- Bilingual (Spanish)
- Sales monitoring
- Training and development
- Relationship building
- Loan processing
- Data entry
- Customer service
- Eligibility determination
- Client interviewing
- Case recordkeeping
- Program enrollment
- Time management
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Active listening
Languages
Spanish
Native or Bilingual
Timeline
Family Service Specialist
State of Nevada Division of Welfare
01.2022 - Current
Clerical
State of Nevada Division of Welfare
08.2021 - 01.2022
Member service Representative
Silver state schools Credit Union
12.2020 - 08.2021
Assistant Manager
Check City
08.2017 - 07.2020
High School diploma -
Rancho High School