Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Marylou Mendez

Buckeye,AZ

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Bilingual Customer Service Advocate with a background in resolving complex customer inquiries in both English and Spanish. Highly skilled at maintaining positive client relationships through effective communication and problem-solving abilities. Demonstrated ability to work well under pressure while providing high-quality service, resulting in enhanced customer satisfaction. Known for contributing towards operational efficiency by improving workflows and team collaboration.

Overview

11
11
years of professional experience

Work History

Bilingual Customer Service Advocate

Wellsfargo
Pheonix
02.2022 - Current
  • Conducted and reported risk analysis using corporate risk tools.
  • Responded to day-to-day compliance questions from management and staff.
  • Performed horizontal reviews for risk assessment and analyses, policies, procedures, and corrective actions.
  • Directed compliance issues to the appropriate existing channels for investigation and resolution.
  • Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs, or wants.
  • Provided coaching and mentoring to employees.
  • Developed job-specific competencies and performance standards.
  • Adhere to company policies and scripts to consistently achieve call time and quality standards.

Insurance Specialist

Quicken Loans
08.2020 - 07.2021
  • Communicated verification and authorization status updates with underwriting department to facilitate decision-making for patient admissions and insurance coverage.
  • Maintained high standards of customer service by building relationships with clients.
  • Followed up with customers on unresolved issues.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained confidentiality of patient finances and records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.

Bilingual Care Representative/ Preceptor

CENTENE CORP
10.2017 - 08.2019
  • Input direct referral with participants Information to management system
  • Contact participant for initial assessment to identify programs intervention level
  • Verify participants eligibility and diagnosis verification
  • Contact participants for scheduling of baseline calls and home visits
  • Searching provider information for clinical assistant
  • Provide company expectations, policies and procedures to new hires
  • Team training and developing, by providing cross-training with experience employees
  • Answered questions about policies and concerns to support positive customer experiences
  • Examined fee schedule, accounts and claims to determine integrity and accuracy of information
  • Explain member benefits and coverage information
  • Assist providers with claims and contract information

Shift Leader

WALGREENS
11.2013 - 12.2016
  • Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products
  • Help support daily management of department duties, including allocating labor, assigning job duties, and creating work schedules
  • Developed store layouts and design displays
  • Provided support for Pharmacy by registering and verifying customer information, billed insurance, and ordered customer medications
  • Coached team members to work with warehouse, vendors and ensured outdated program is followed
  • Ensures compliance with state & local laws regarding regulated
  • Assist with book keeping activities, including cash report, cash count, bill payment and daily money management
  • Assist the floor as a customer resource, and addressing any customer demand

Education

Associate of Science - Criminal Justice

Maricopa Community Colleges - Phoenix College
true
06-2025

GED -

Phoenix Job
Phoenix, AZ
06.2009

Skills

  • Data entry
  • Problem Solving
  • Inbound and outbound calling
  • Keyholder experience
  • Money-handling abilities
  • Property insurance
  • Complaint handling
  • Call center experience
  • Customer support

Languages

Spanish
Professional

Timeline

Bilingual Customer Service Advocate

Wellsfargo
02.2022 - Current

Insurance Specialist

Quicken Loans
08.2020 - 07.2021

Bilingual Care Representative/ Preceptor

CENTENE CORP
10.2017 - 08.2019

Shift Leader

WALGREENS
11.2013 - 12.2016

Associate of Science - Criminal Justice

Maricopa Community Colleges - Phoenix College

GED -

Phoenix Job

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Marylou Mendez