SONIA SALINAS
San Antonio,TX
Summary
Customer support professional with extensive experience guiding clients through complex financial service platforms, troubleshooting account issues, and delivering high-quality support across phone and digital channels. Strong background in retirement plans (401k, 403b, DB, ESOP, NQ) with proven ability to explain technical concepts clearly, document solutions, and improve customer experience. Known for empathy, accuracy, and efficiency in high-volume environments. Quick learner comfortable adapting to new technology platforms and evolving processes in fast-paced environments.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work History
Customer Experience Specialist 2
Principal Financial Group Inc
Des Moines, Iowa
01.2024 - Current
- Provide exceptional service and guidance to retirement plan participants by handling inbound phone calls, resolving inquiries related to 401(k), 403(b), Defined Benefit (DB), Employee Stock Ownership Plans (ESOP), and Non-Qualified Plans
- Educate participants on plan provisions, contribution types, vesting schedules, and employer match features to support informed retirement planning
- Guide customers through multi-step processes including rollovers, distributions, required minimum distributions (RMD), hardship withdrawals, and loan requests
- Provide step-by-step support navigating the retirement plan website, including login issues, online transactions, and accessing statements and forms
- Troubleshoot and resolve participant issues related to online access, account balances, contribution changes, and beneficiary updates.
- Educated on early withdrawal rules and tax implications ensuring participants meet plan guidelines and deadlines
- Maintain up-to-date knowledge of retirement plan rules, regulatory changes, and internal processes to ensure accurate and compliant responses
- Identify recurring participant questions and contribute feedback to improve internal AI knowledge resources
Risk Management Specialist
Kohls Contact Center
San Antonio, TX
05.2012 - 08.2019
- Assisted customers with account resolution through inbound and outbound communication
- Reviewed account information and recommended payment solutions tailored to individual needs
- Documented account activity accurately for compliance and audit purposes
- Maintained professionalism and empathy when assisting customers experiencing financial hardship
- Recognized for reliability and promoted from Advocate I to Advocate III
CUSTOMER SERVICE REPRESENTATIVE
CVS HEALTH CORPORATION
San Antonio, TX
09.2004 - 12.2011
- Assisted members with pharmacy benefit questions and prescription support
- Coordinated with pharmacies and providers to resolve coverage issues
- Documented interactions accurately while maintaining HIPAA compliance
- Resolved member concerns with empathy and professionalism in a high-volume call center environment
- Delivered customer-focused service in a high-volume call center environment
- Promoted internally from Rep I to Rep III based on performance and communication skills
Education
Texas Tech University
Lubbock, TX 09.2025 - 04.2026
Skills
- Customer Service-Oriented
- Client Support (Phone, Chat, Email)
- Active Listening & Empathy
- Verbal & Written Communication
- De-escalation & Rapport Building
- Professional Communication
- CRM Systems & Case Documentation
- Microsoft Office & Excel
- Website Navigation Troubleshooting
- Learning New Software Quickly
- Problem Solving
- Retirement Plan Knowledge - 401k, 403b, DB, ESOP, NQ
- Rollover & Distribution Processes
- Vesting & Contribution Education
- Compliance & Confidentiality Awareness
- Time Management & Multitasking
- Adaptability in Fast-Paced Environments
- Self Directed & Reliable
- Collaboration Across Teams
Timeline
Texas Tech University
09.2025 - 04.2026
Customer Experience Specialist 2
Principal Financial Group Inc
01.2024 - Current
Risk Management Specialist
Kohls Contact Center
05.2012 - 08.2019
CUSTOMER SERVICE REPRESENTATIVE
CVS HEALTH CORPORATION
09.2004 - 12.2011