Customer Service Representative

Angel Benito Castro

Tempe, AZ • 623-***-**** • linkedin.com/angel-castro

Fraud Specialist & Customer Service Representative Eight years of experience in Customer Service, with time as a Fraud Specialist in the banking industry. I am proficient in MicroSoft Applications, Strong soft skills, possess leadership qualities, and have customer service experience in multiple industries. Hold adjuster licenses in 13 states. Time management skills and quality ratings are above average. Work Experiences

Express Adjuster, State Farm October 2023- May 2024

● Gather pre-claim handling information

● Provide customers with pre-claim handling mitigation information if needed

● Apply knowledge of state and federal laws, statues and insurance regulations through the claim handling process

● Receive inbound calls as well as make outbound calls to policyholders and claimants

● Review and monitor work queues which may include task items, calendars, mail, messages, and new claims

● Complete investigative steps when needed to determine customer needs, next steps and explaining these decisions to the customer.

● Utilize technical navigation skills to access the claim handling system, digital phone and state specific resources.

SR. Fraud Analyst II, Bank of America September 2022 – June 2023

• Research information through multiple systems to make decisions

• Educating clients, informing them on how to protect their information and avoid scams

• Provide clients with a personalized experience by helping them navigate fraud/security events

• Keep up with new technology platforms, information and potential fraud patterns

• Make outbound calls to verify checks and transactions

• Quality Assurance scores over 95%

Temp. Customer Service Representative (CSR), Selective Insurance July 2021 – September 2022

• Assist insured with setting up auto, home, property, and workmen compensation claims

• Assist with general inquiries

• Setting up rental cars when needed

• Process paperwork when not on phones to ensure other departments are up to date

• Assist members with creating online accounts

• Warm transfer calls to different departments

CSR, Medical Transportation Brokerage of Arizona September 2019 – July 2021

● Receives inbound calls and sets up medical transportation through members health plan

● Makes sure members have return trips home

● Calls insurance to verify approvals for mileage and eligibility

● Calls insurance to get authorization to transport members

● Answers calls with a positive and friendly attitude

● Sets members up with new accounts for transportation Manager, McDonald’s, Phoenix, Arizona February 2018 – June 2019

● Oversees staff to ensure each task has been done properly

● Answer questions and complaints as bilingual translator which has increased customer satisfaction

● Responsible for inventory and money count to ensure that the store’s profit is properly taken care of Angel Benito Castro

Tempe, AZ • 623-***-**** • linkedin.com/angel-castro

● Documents store waste to determine food cost of restaurant

● Helped make crew schedules

● Call customers back and solve any problems that they had when visiting McDonald’s Customer Service, McDonald’s, Phoenix, Arizona August 2016 – February 2018 Skills/Licenses:

● Adjuster licenses in multiple states to include Delaware, Texas, Vermont, Florida, New Mexico, and 7 other States

● Proficient in multiple communication software suites to include Queue Manager, Microsoft CXD, Enterprise Claims System, Mobile Claims System, Cisco Communicator, Microsoft Teams

● Exceptional soft skills, with over 5 years of Customer Service work in multiple industries

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