LISSETTE ZARCO
Nampa
Summary
Bilingual Customer Service Specialist and administrative professional with a strong background in quality assurance, regulatory compliance, and client retention. Known for delivering exceptional support in high volume environments, utilizing analytical thinking, empathy, and effective decision making to resolve complex issues. Skilled in conflict resolution, active listening, and multitasking across diverse communication platforms. Experienced in managing confidential files, reviewing applications for completeness, and maintaining accurate records in fast-paced, regulated environments. Capable of adapting to new systems and processes while maintaining a service oriented approach that prioritizes customer satisfaction. Demonstrates strong organizational skills, critical thinking, and commits to timely execution of administrative and credentialing tasks.
Overview
11
11
years of professional experience
Work History
Remote Patient Management Telehealth
ST Luke's
Boise
05.2025 - Current
- Managed remote infrastructure to ensure seamless connectivity and performance.
- Collaborated with cross-functional teams to resolve technical issues efficiently.
- Facilitated collection of patient information between Telehealth services and units/programs, both internal and external to organization.
- Registered patient in remote patient management program
- Log all interactions in patient chart
Quality Assurance & Customer Experience
SAIA LTL Freight
01.2018 - 06.2025
- Oversaw team task delegation and workflow prioritization, while ensuring process adherence.
- Trained and mentored new employees to improve performance and service delivery.
- Reviewed reports and customer feedback to develop service-enhancing strategies.
- Maintained detailed data entry across communication platforms (email, chat, and phone).
- Resolved conflicts efficiently with empathy, ensuring high client retention rates.
- Used analytical thinking to identify process gaps and recommend improvements.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Experience & Collection Specialist
Citi Cards
01.2015 - 01.2018
- Developed ethical and regulatory-compliant collection procedures to reduce aging accounts.
- Resolved escalated issues with professionalism and empathy, while preserving client trust.
- Collaborated across departments to develop payment plans, and retain customer relationships.
- Demonstrated multitasking abilities while handling inquiries, documentation, and reporting.
- Employed strong product knowledge and communication skills to enhance the customer experience.
- Managed customer accounts to facilitate timely payments and reduce delinquency.
- Reviewed account information to verify accuracy and identify discrepancies.
- Communicated with customers regarding outstanding balances and payment options.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
Financial Service Officer
Idaho Central Credit Union
01.2016 - 01.2017
- Conducted detailed loan interviews, and ensured compliance with financial regulations.
- Practiced strong decision-making and analytical skills in loan approvals.
- Maintained confidentiality through precise data entry and accurate recordkeeping.
- Delivered product education and service solutions tailored to client needs.
- Collaborated with colleagues to enhance workflow efficiency and client satisfaction.
- Assisted members with account inquiries and transaction processing.
- Educated clients on financial products and services available.
- Managed member communications through phone and in-person interactions.
- Conducted financial assessments to guide members in decision-making.
- Maintained compliance with credit union policies and regulations consistently.
Education
High School Diploma -
Caldwell High School
Caldwell, ID05-2011
Some College (No Degree) -
College of Western Idaho
Nampa, IDSkills
- Customer service and support
- Problem solving and conflict resolution
- Bilingual communication skills
- Team collaboration and leadership
- Time management and multitasking
- Analytical thinking and decision making
- Critical thinking
- Adaptability and ethical judgment
- Computer literacy (Microsoft Office, AS400, CRM)
- Attention to detail and data entry
- Product knowledge and client retention
- Regulatory compliance and process adherence
- Service orientation and effective listening
- Effective communication
- Employee training
Languages
English: Fluent, Spanish: Fluent
Languages
Spanish
Professional
References
References available upon request.
Timeline
Remote Patient Management Telehealth
ST Luke's
05.2025 - Current
Quality Assurance & Customer Experience
SAIA LTL Freight
01.2018 - 06.2025
Financial Service Officer
Idaho Central Credit Union
01.2016 - 01.2017
Customer Experience & Collection Specialist
Citi Cards
01.2015 - 01.2018
High School Diploma -
Caldwell High School
Some College (No Degree) -
College of Western Idaho