Minerva Marquez
El Paso,TX
Summary
Experienced Head of Distribution and Case Manager with 4+ years in the fleet and rental vehicle industry. Oversaw Tier 2 distribution operations while managing client claims, special tow requests, VIN label processing, and dealership reimbursements. Known for delivering high-level service and coordinating with dealerships and corporate clients to resolve vehicle issues efficiently.
Overview
13
13
years of professional experience
Work History
Case Manager Tier 2
Intouchcx
09.2025 - Current
- Coordinated client assessments and developed individualized service plans.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Monitored client progress and adjusted interventions as needed.
- Monitored client progress through regular follow-up contacts to ensure alignment with service plans.
- Facilitated communication between clients and service providers to enhance service delivery and client support.
- Educated clients about available resources and benefits options.
- Documented case notes and maintained accurate client records to support effective case management and compliance.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Adhered to ethical principles and standards to protect clients' confidential information.
Head of Distribution Associate
Moated Inc
El Paso
03.2021 - 05.2025
- Coordinated distribution and organization of all cases within HCCM, ensuring timely and accurate transfers and reassignments.
Client Services & Fleet Case Manager
Moated Inc
El Paso, TX
03.2020 - 05.2025
- Managed the primary case responsibilities for clients in a fleet program, addressing vehicle-related claims and coordinating with dealerships and vendors on their behalf.
- Coordinated vehicle downtime solutions, including rental coverage, towing, dealership reimbursements, and repair status follow-ups, minimizing disruption for client employees.
- Liaised directly with dealerships, tow companies, and service providers to authorize services and resolve issues efficiently.
- Served as primary contact for special service requests, ensuring prompt resolutions and maintaining high client satisfaction during time-sensitive situations.
- Maintained and tracked claim documentation, service history, and communications within internal systems, ensuring seamless communication and visibility for all stakeholders.
- Managed VIN label requests in collaboration with Mr. Lee, the Head of Distribution for Tier 2, ensuring accuracy and compliance with regulatory standards.
- Built strong, long-term relationships with corporate clients through consistent, proactive communication and tailored support solutions.
- Delivered regular updates to clients on vehicle status, claim progress, and reimbursement timelines, providing a seamless, high-touch service experience.
Customer Service Representative
GC Services
05.2018 - 03.2021
- Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
- Followed up with clients by phone or email to ensure satisfaction with purchases
- Troubleshooting common issues with products or services
- Determining the quickest, most effective ways to answer a client's or customer's questions
- Addressed complex customer concerns by referring them to appropriate departments
- Informed patrons about additional products or services to enhance their experience
- Providing introductory information to prospective and new customers
- Collaborated with team of CSRs and other departments to identify and implement solutions for customer issues
Customer Service Representative
FPL (Florida Power Light)
Horizon, TX
07.2018 - 02.2019
- Answered inbound customer calls, resolving billing and service issues to enhance customer satisfaction
- Resolved customer inquiries by providing detailed information, ensuring timely and effective solutions
Customer Service Representative
First Convenience Bank
05.2018 - 07.2018
- Delivered exceptional customer service, ensuring friendly and courteous interactions with all customers.
- Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
- Ensure that customers' confidential information is properly protected and only used for official purposes
- Managed collections for first-party debts, ensuring timely resolution and customer satisfaction.
- Facilitated financial and marketing transactions, supporting departmental goals and enhancing customer experience.
- Provide assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
Asset Protection Host
Walmart
Horizon, TX
10.2017 - 05.2018
- Deterred criminal activity by maintaining visible presence at entrance, observing customer and associate behavior, deactivating security tags, checking receipts for high-value items not bagged, and resolving alarm activations to enhance store security.
- Thanking customers as they exit the facility and coordinating with front-end operations team to communicate trends in customer behavior and potential shrink risks.
Customer Service Manager
Walmart
Horizon, TX
04.2017 - 10.2017
- Managed customer service operations to ensure smooth front-end operations and quality service delivery.
- Addressed customer complaints and compliments to enhance service quality.
- Coordinated breaks and lunches for cashiers to maintain uninterrupted service.
Optician
Walmart
El Paso, TX
07.2013 - 04.2017
- Prioritized sales while delivering high-quality customer service
- Provided exceptional customer service while meeting sales goals and verifying insurance benefits
- Adjusted glasses to measure pupillary distance accurately for optimal fit.
Education
High School Diploma -
Americas High School
El Paso, TXSkills
- Creativity
- Leadership
- Organization
- Problem solving
- Teamwork
- Fleet & rental case management
- Client relationship handling
- Claims processing & follow-up
- VIN label & special request coordination
- Towing & dealership reimbursement
- Escalation resolution
- CRM & case tracking systems
- Strong attention to detail
- Cross-functional team support
Timeline
Case Manager Tier 2
Intouchcx
09.2025 - Current
Head of Distribution Associate
Moated Inc
03.2021 - 05.2025
Client Services & Fleet Case Manager
Moated Inc
03.2020 - 05.2025
Customer Service Representative
FPL (Florida Power Light)
07.2018 - 02.2019
Customer Service Representative
GC Services
05.2018 - 03.2021
Customer Service Representative
First Convenience Bank
05.2018 - 07.2018
Asset Protection Host
Walmart
10.2017 - 05.2018
Customer Service Manager
Walmart
04.2017 - 10.2017
Optician
Walmart
07.2013 - 04.2017
High School Diploma -
Americas High School