VERONICA MUNOZ
PHOENIX,ARIZONA
Summary
Obtain a challenging leadership position while applying creative problem solving and lean management skills.
Overview
21
21
years of professional experience
Work History
Fraud Client Services Representative Bilingual Spanish
Bank Of America
08.2025 - 11.2025
- . Identifies Bilingual Spanish client needs and recommends solutions when Fraud has been identified.
- . Provide resolution of multi-product fraud related client requests by answering calls, chats, or emails in an inbound contact center.
- . Records data captured during client interactions accurately.
- . Identified and escalated items requiring risk review, exception handling, or further analysis.
- . This department requires accuracy, logic, multi-tasking, toggling between systems and communicating resolutions while delivering a great client experience.
BENEFIT AND ELIGIBILITY SPECIALIST SR Lead
State of Arizona Department of Economic Security (OJT)
Phoenix, AZ
05.2021 - 07.2025
- Provide information and services to the local public.
- Answer calls from customers requesting information about their benefits.
- Resolve customer concerns by processing various changes on AZTECS system and HEA system determining benefit eligibility.
- Make collateral calls to employers and other State Agencies.
- Complete HEA Applications for customers, conduct interviews over the phone for benefit eligibility, authorize benefits, provide program eligibility and policy information.
- Specialized in posting same day benefits.
- Assist phone agents continuously at the same time with determining eligibility, case procedures, and clarifying policy questions.
- Conduct call monitoring and coaching, mentoring agents.
- Review cases and send recap emails to the agent, supervisor and manager.
- Review and work several FAA Reports (CR300, KC Report, NPF, NAX, INDA).
- Conduct Policy Dissemination, end of day debriefs.
PROGRAM SERVICE EVALUATOR I, II, III
State of Arizona Department of Economic Security
Phoenix, AZ
08.2006 - 05.2021
- Provide information and services to the local public.
- Answer calls from customers requesting information about their benefits.
- Resolve customer concerns by processing various changes on AZTECS system and HEA system determining benefit eligibility.
- Make collateral calls to employers and other State Agencies.
- Complete HEA Applications for customers, conduct interviews over the phone for benefit eligibility, authorize benefits, provide program eligibility and policy information.
- Conduct call monitoring and coaching of coworkers.
- Specialize in posting same day benefits.
CUSTOMER SERVICE REPRESENTATIVE
State of Arizona Department of Economic Security
Phoenix, AZ
02.2005 - 08.2006
- Provide information and services to the public on the family assistance administration’s statewide toll-free hotline.
- Conduct interpretations for FAA/PSE workers, utilizing bilingual skills to interpret for Monolingual Spanish clients.
- Retrieve the unit’s voicemails.
- Register resolutions, respond to customer complaints.
- Assist with training for co-workers and provide program information, rules, laws, eligibility policy and regulations
- SPECIAL PROJECT FOR FAA SYSTEMS, TESTER FOR THE INTERVOICE RESPONSE SYSTEM (IVR)
- Specialized With Ombudsman Complaints.
CLERK TYPIST II
State of Arizona Department of Economic Security
Phoenix, AZ
07.2004 - 02.2005
- Provide information and services to the public on the family assistance administration.
- . Administration’s statewide toll-free hotline, conducts interpretations for FAA/PSE workers, utilizing bilingual skills to interpret for Monolingual Spanish clients.
- Process State request and destroyed mail.
- Faxing and filing various office documents.
- Process address changes for customers and entering data into AZTECS system.
- Handle high volume of client contact via the telephone, process office mail and distribute to appropriate departments and workers.
Education
GED -
Odessa College
11.1994
Skills
- Bilingual in Spanish - Certified Interpreter and Document Translator
- Call Center Best Customer Service Practices
- Type 50 WPM
- Arizona Management System (AMS) trained
- Conflict Management
- Customer and Client Focus
- Decision Making
- Fraud Management
- Oral Communication
- Active Listening
- Attention to Detail
- Data Collection and Entry
- Issue Management
- Problem Solving
- Adaptability
- Collaboration
- Critical Thinking
QUALIFICATIONS
- Knowledge of federal, state, and agency statutes, rules, regulations applicable to the area of assignment.
- Fundamental leadership practices.
- Able to work independently, independent problem solving, analyzing, and decision making for complex issues.
- Interviewing and assessment techniques, community resources.
- Expertise knowledge of communication techniques including telephone etiquette, call center best practices, and utilize customer service soft skills
- Able to act as a supervisor when asked upon.
Languages
Spanish
Native or Bilingual
Timeline
Fraud Client Services Representative Bilingual Spanish
Bank Of America
08.2025 - 11.2025
BENEFIT AND ELIGIBILITY SPECIALIST SR Lead
State of Arizona Department of Economic Security (OJT)
05.2021 - 07.2025
PROGRAM SERVICE EVALUATOR I, II, III
State of Arizona Department of Economic Security
08.2006 - 05.2021
CUSTOMER SERVICE REPRESENTATIVE
State of Arizona Department of Economic Security
02.2005 - 08.2006
CLERK TYPIST II
State of Arizona Department of Economic Security
07.2004 - 02.2005
GED -
Odessa College