NORMA DELACRUZ
Irving
Summary
Bilingual customer service professional with 7+ years of experience in healthcare, financial services, telecommunications, and research. Skilled in client relations, call center operations, issue resolution, and team training. Known for strong communication, adaptability, and the ability to deliver high-quality customer experiences while meeting and exceeding performance goals.
Overview
12
12
years of professional experience
Work History
Customer Experience Representative
Molina Healthcare
Irving
11.2018 - Current
- Provide frontline customer support by resolving member concerns and inquiries with empathy and professionalism.
- Assist members with healthcare benefits, billing, claims, and account issues while ensuring compliance with HIPAA and company policies.
- Consistently achieve performance targets in call quality, resolution rates, and customer satisfaction.
- Trained and mentored new agents, improving onboarding efficiency and team performance.
- Recognized for strong problem-solving and customer experience focus.
Research Interviewer
NIELSEN
Dallas
03.2015 - 11.2018
- Conducted outbound survey interviews nationwide using CATI systems.
- Collected and verified demographic data with accuracy and confidentiality.
- Trained on multiple survey accounts (Diary Service & PPM for Radio/TV).
- Consistently exceeded call quotas and quality benchmarks, earning multiple performance bonuses.
Tax Preparer / Customer Service Associate
BARRI FINANCIAL GROUP
Dallas
01.2014 - 03.2015
- Prepared and filed individual tax returns, maximizing deductions for clients.
- Handled financial transactions including bill payments, national/international money transfers, and daily cash operations.
- Ensured compliance with company and regulatory standards while providing excellent customer support.
Education
High School Diploma -
Thomas Jefferson High School
Dallas, TX01.2012
Skills
- Customer Service
- Client Relations
- Healthcare Member Support
- Issue Resolution
- Training
- Mentoring
- Professional Phone Etiquette
- Time Management
- Organization
- Detail-Oriented
- Quick Learner
- Sales
- Persuasive Communication
- Cash Handling
- Data Entry
Languages
- ENGLISH
- SPANISH
Timeline
Customer Experience Representative
Molina Healthcare
11.2018 - Current
Research Interviewer
NIELSEN
03.2015 - 11.2018
Tax Preparer / Customer Service Associate
BARRI FINANCIAL GROUP
01.2014 - 03.2015
High School Diploma -
Thomas Jefferson High School
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