Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Paola Marquez

Houston,TX

Summary

Bilingual customer service professional with 10+ years of experience providing empathetic support across various platforms. Expertise in troubleshooting account issues and guiding users through complex processes. Recognized for commitment to achieving complete resolution and enhancing customer satisfaction.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

ENCO Utility Services
Remote
09.2024 - 07.2025
  • Handled billing inquiries, payment processing, and account verification in English and Spanish.
  • Assisted with onboarding new customers, updating information, and resetting passwords.
  • Documented customer interactions and utilized ticketing system to resolve billing discrepancies.
  • Diagnosed technical issues to maintain operational efficiency and recommend solutions.
  • Provided remote support for customers facing technical difficulties.
  • Communicated with clients regarding billing inquiries and account status updates.
  • Collaborated with clients to discuss necessary payment arrangements.
  • Supported other departments as required to enhance overall service delivery.

Intake Case Manager

Mindset
Remote
01.2023 - 07.2023
  • Conducted assessments to evaluate client needs for Social Security Disability services.
  • Completed SSI/RSDI applications, appeals, work history, and function reports, while maintaining accurate documentation.
  • Assisted in preparing legal documents and contracts for claimant. Translating legal documents from English to Spanish, and vice versa.
  • Communicated with clients via telephone, email, and chat.
  • Collaborated with medical professionals to obtain necessary documentation for claims processing.
  • Educated clients on claims processes and timelines to enhance understanding and compliance.
  • Managed client portal onboarding to facilitate access to services, and provided technical support during customer onboarding activities as needed.
  • Coordinated community resource referrals to assist clients in accessing support services.
  • Monitored deadlines associated with each case file.
  • Assisted in the preparation of closing documents upon completion of a case.

Customer Support Specialist

Pyramid Consulting Inc
The Woodlands, Texas
07.2022 - 12.2022
  • Extended contract with Aon through Pyramid Consulting Inc. to enhance service delivery.
  • Assisted clients in resolving inquiries about pension benefits and eligibility criteria.
  • Coordinated communication between clients and pension fund administrators for optimal service.
  • Updated electronic databases with client information and modifications to pension plans.
  • Maintained confidentiality of sensitive client information in all transactions and documentation.
  • Monitored legislative changes impacting pensions and other retirement products offered by company.
  • Organized a comprehensive filing system for customer account documentation and records.
  • Generated detailed reports on customer pensions utilizing various software tools.

Social Security Disability Case Manager

CrestSSD
Houston, TX
01.2019 - 01.2022
  • Special hire to facilitate training sessions for team members working on SSI/SSDI claims.
  • Implemented process improvements to enhance workflow efficiency.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our services.
  • Assisted in the preparation of case files and trial exhibits. Preparing legal correspondence and court documents with precision.
  • Communicated with clients in English and Spanish to gather medical information and updates.
  • Conducted legal research to support case preparation efforts.
  • Worked closely with doctors' offices in support of clients' claims and medical history.
  • Organized case files by creating and maintaining document filing systems for easy retrieval of information.

Social Security Disability Case Manager

MED-DATA
The Woodlands, Texas
07.2015 - 01.2019
  • Assessed client needs to determine eligibility for disability benefits.
  • Coordinated with healthcare providers to gather necessary medical documentation.
  • Reviewed case files to ensure compliance with regulations and policies.
  • Communicated effectively with clients regarding application processes and status updates.
  • Maintained accurate records of case progress and client interactions.
  • Collaborated with community resources to provide additional support services.
  • Educated clients on their rights and available benefits under disability programs.
  • Developed positive relationships with clients, family members, caregivers, and service providers.
  • Organized case files and maintained documentation for legal proceedings.
  • Assisted attorneys in preparing legal documents and briefs for court.
  • Coordinated schedules for meetings, hearings, and depositions.
  • Supported trial preparations by compiling evidence and exhibits.

Education

High School Diploma -

Academy For Recording Arts
Hawthorne, CA
06-2009

Skills

  • Bilingual Communication (English/Spanish)
  • Customer & Client Relationship Management
  • Account Troubleshooting Resolution
  • Online Platform Navigation & support
  • Provider/patient Communication
  • Application & Transaction Support
  • Empathy & De-Escalation
  • Secure Data Handling & Compliance
  • Time management
  • Organizational skills and attention to detail

Languages

Spanish
Native/ Bilingual
English
Native/ Bilingual

References

References available upon request.

Timeline

Customer Service Representative

ENCO Utility Services
09.2024 - 07.2025

Intake Case Manager

Mindset
01.2023 - 07.2023

Customer Support Specialist

Pyramid Consulting Inc
07.2022 - 12.2022

Social Security Disability Case Manager

CrestSSD
01.2019 - 01.2022

Social Security Disability Case Manager

MED-DATA
07.2015 - 01.2019

High School Diploma -

Academy For Recording Arts

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