Rosalva Arroyo Fernandez
2330 E 13th St
Summary
Dedicated and compassionate Case Manager with over 5 years of experience providing comprehensive support to individuals in need. Skilled in conducting assessments, developing care plans, and coordinating services to ensure clients receive the highest level of care. Proven ability to build strong relationships with clients, families, and community resources to facilitate successful outcomes. Seeking to leverage expertise in case management to make a positive impact on the lives of those in need.
Overview
14
14
years of professional experience
Work History
Life New Business Specialist I
F&G
05.2022 - 06.2025
- This role is responsible for processing and managing Life New Business applications from the time the case is submitted to the point the case is issued.
- Serves as the primary owner for resolving any open issues for a submitted life application.
- Achieves required phone and transaction performance as defined for the Life New Business Specialist I.
- Researches and tracks documents to resolve service issues with emphasis on a designated function.
- Proactively keeps producers and uplines up-to-date on product and processing guidelines.
- Resolves problems & guides producers in software usage and web initiatives.
- Resolves moderate sales/operational needs/inquiries as pertains to product clarification, pending new business, supply needs, illustrations, and marketing administration.
CUSTOMER SERVICE CALL CENTER REPRESENTATIVE
Equality
05.2020 - 04.2021
- Managed high call volumes while maintaining quality service standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new team members on call handling procedures and service protocols.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Documented and detailed calls and complaints using call center's CRM database.
Operations Manager
Unimar Inc.
10.2011 - 02.2021
- Supervised daily activities, maintaining high standards of safety and compliance across operations.
- Managed office operations, ensuring efficient workflow and adherence to company policies.
- Developed and implemented organizational systems to enhance productivity and resource management.
- Oversaw scheduling for staff meetings, appointments, and events to optimize time management.
- Maintained confidentiality of employee records and payroll information.
- Generated reports to track employee time and attendance.
- Processed timecards and payroll data for team of employees.
Education
No Degree - Business Administration And Management
San Jacinto College
Pasadena, TXSkills
- Target market identification
- Customer relations
- Application processing
- Documentation skills
- Multitasking
- Excellent communication
Languages
Spanish
Native or Bilingual
Timeline
Life New Business Specialist I
F&G
05.2022 - 06.2025
CUSTOMER SERVICE CALL CENTER REPRESENTATIVE
Equality
05.2020 - 04.2021
Operations Manager
Unimar Inc.
10.2011 - 02.2021
No Degree - Business Administration And Management
San Jacinto College
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