Mirna Henriquez
Western Alliance Bank
Mesa,AZ
1
Language
1
Certification
11
years of professional experience
Results-driven banking and client service professional with expertise in operations support and process improvement. Manages high-volume client transactions and ensures data accuracy while enhancing operational efficiency and client satisfaction. Experienced in onboarding, documentation, and quality assurance, with a focus on identifying process gaps and implementing effective solutions. Bilingual in English and Spanish.
Work History
Senior Client Care Specialist
5 Months- Strengthened client relationships through proactive communication and follow-up strategies.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Educated customers on bank products and services, enhancing overall client satisfaction.
- Collaborated with cross-functional teams to enhance overall customer experience.
- Mentored junior staff, fostering a culture of continuous improvement and knowledge sharing within the team.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
Client Care Specialist
11 Months- Supported operations team in processing client transactions and internal service requests, ensuring adherence to bank policy and regulatory standards.
- Maintain high accuracy and attention to detail while managing time sensitive client requests and documentation.
- Serve as a subject matter expert on products, systems, and procedures; provide guidance and informal training to team members.
- Collaborate with leadership to identify performance gaps and recommend process improvements.
- Collaborated with leadership to identify performance gaps and recommended actionable process improvements.
Product Ambassador / Trainer
1 Year 6 Months- Designed and delivered structured training on product knowledge, system use, and compliance processes for cross functional teams.
- Created and managed documentation, job aids, and evaluation metrics to enhance performance tracking.
- Streamlined onboarding workflows, reducing time to proficiency for new employees.
- Collected and analyzed training data to refine content and improve team accuracy and efficiency.
- Partnered with compliance and operations departments to uphold adherence to organizational policies.
Special Services CCR III
6 Months- Resolved escalated issues for customer care teams, enhancing resolution speed and ensuring accurate documentation.
- Executed process improvements with internal departments, elevating service quality standards.
- Communicated compliance-aligned updates to internal and external stakeholders, facilitating informed decision-making.
CCR III
2 Years 7 Months- Resolved complex customer inquiries and account adjustments in English and Spanish, ensuring compliance with company policy and enhancing customer satisfaction.
- Utilized knowledge of promotional and policy updates to deliver accurate information and improve customer experience.
- Executed high-level multitasking and organization in fast-paced, metrics-driven environment to meet performance targets.
Customer Service Representative
1 Year 3 Months- Processed client requests and account updates, ensuring documentation accuracy and compliance with insurance standards to enhance client trust.
- Resolved billing and service inquiries, achieving high client satisfaction while adhering to company protocols.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided accurate policy information to clients, ensuring clarity and understanding of coverage options.
- Managed multiple customer accounts using CRM systems, enhancing efficiency in service delivery.
English Teacher
3 Years- Developed and implemented English language curriculum for students at varying proficiency levels, enhancing engagement through interactive and differentiated instruction techniques.
- Delivered lessons that fostered language acquisition, cultural understanding, and communication skills.
- Assessed student progress through formal and informal evaluations, tailoring instruction to support diverse learning needs.
- Organized and led extracurricular language workshops to deepen language skills and reinforce classroom learning.
Education
High School Diploma - Psychology
Skills
Banking operations
Data accuracy
Transaction review
Process optimization
Office 365 & Core Banking Systems
Customer support
Task prioritization
Multilingual Support
Banking Software
Certification
Bilingual Center of Education, Languages and Education Consulting, Houghton Mifflin Harcourt, Cambridge English, Department of Education
Languages
Spanish
Native or Bilingual
Timeline
Senior Client Care Specialist
Western Alliance Bank
03.2026 - CurrentRead More
Client Care Specialist
Western Alliance Bank
04.2025 - 03.2026Read More
Product Ambassador / Trainer
Isagenix International
10.2023 - 04.2025Read More
Special Services CCR III
Isagenix International
04.2023 - 10.2023Read More
CCR III
Isagenix International
09.2020 - 04.2023Read More
Customer Service Representative
Panda Insurance Agency
06.2019 - 09.2020Read More
English Teacher
Department of Education
08.2015 - 08.2018Read More
Universidad Vizcaya
High School Diploma from Psychology
Read More