Serina Cabrera
Avondale,AZ
Summary
Motivated Account Manager skilled at developing and deepening customer relationships to drive customer satisfaction, consistent growth and a self sustaining culture. Eager to learn, grow and excel. Offering 8 plus years of experience in project management and customer service.
Overview
8
8
years of professional experience
Work History
Lead Account Manager/Builder Service Rep. III
Timberlake Cabinetry
Phoenix, AZ
04.2017 - Current
- Started as BSR I and quickly moved up to Lead BSR III
- Designed, implemented and maintained training programs during Covid-19 to be virtual
- Processed client payments and updated accounts.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns or challenges.
- Analyzed accounts for delinquencies and other ongoing issues.
- Contacted customers to assess satisfaction and current needs.
- Prepared working papers, reports and supporting documentation for audit findings.
- Trained new employees on accounting principles and company procedures.
- Reviewed and approved department errors.
- Organized and presented daily meetings to 35+ team.
- Manage attempted delivery and accessorial charges
- Work closely with logistics on load leveling
- Co-leader of Culture Committee (R.E.C)
- Constructed company vision and presented to CEO and senior leadership.
- Orchestrated remote and onsite events to promote connection and engagement
- Established community connections for volunteering opportunities.
Office Manager
Accident Chiropractic
Phoenix, AZ
03.2015 - 03.2017
- Process insurance billing weekly
- Update and keep all spreadsheets in order
- Follow up with attorneys and insurance companies regarding 40+ outstanding accounts
- Trusted with confidential information
- Draft and file county liens
- Coached new hires on company processes while managing employees to achieve maximum production.
- Handle escalated customer situations
- Interpret CPT codes
- Assisting patients with filling out paperwork, answering phones, and making appointments
- Collect payments, maintain and balance cash drawer
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies
- Maintained physical and computer-based filing systems
Underwriting Review Specialist
Go Financial
Mesa, AZ
06.2014 - 03.2015
- Review documents to ensure all have necessary and correct information
- Make outbound calls to customers, employers, and insurance agency to verify information
- Send outgoing fax and emails to verify information
- Trace and track customer information
- Answer all customer questions and provide great customer service experience
- Received and route incoming calls
- Review and calculate customer income to ensure their loan will budget
- Determined and documented loan conditions and communicated requirements and decisions.
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process.
Education
Associate of Arts - Liberal Arts And General Studies
Phoenix Community College
Phoenix, AZ12.2015
High School Diploma -
Phoenix College Preparatory Academy
Phoenix, AZ05.2013
Skills
- Dynamic leadership
- Strong verbal and written communication skills
- Microsoft Suite (Word, PowerPoint, Excel, Outlook, OneNote, OneDrive)
- Typing 65 WPM
- Team Engagement
- Problem solving
- Excellent decision-making skills
- Strong organizational skills
- Customer Service
- Managing Multiple Projects
- Remote Instruction
- Flexible & Adaptable
Timeline
Lead Account Manager/Builder Service Rep. III
Timberlake Cabinetry
04.2017 - Current
Office Manager
Accident Chiropractic
03.2015 - 03.2017
Underwriting Review Specialist
Go Financial
06.2014 - 03.2015
Associate of Arts - Liberal Arts And General Studies
Phoenix Community College
High School Diploma -
Phoenix College Preparatory Academy
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