Customer Service & Administrative Specialist

ESTHER RODRIGUEZ

**** * *** **** **, Tucson, AZ 85742 H: 520-***-**** ***********@*****.*** ***********@*****.***

SUMMARY

Dynamic Customer Service Representative with 6 years of experience in office management supporting day-to-day operational functions to provide smooth-running business, as well as many years of experience in office setting. Highly dependable, ethical and very reliable. Great team player and willing to assist when needed. Strong customer service skills, able to listen and multi-task. Interviewing & Investigative skills. Knowledge to interpret and apply State policies laws, rules, regulations, and procedures to specific situations.

SKILLS

Self-directed

File and data retrieval systems

Data entry

Ability to Prioritize.

Human resource knowledge

A/P and A/R Payroll and benefits

Customer Service Orientation

Billing

Detail oriented

Family and children's programs knowledge

Fast learner

Drugs in the Workplace seminar

Program monitoring

Computer-savvy

Client services

Administrative support

Excellent people skills

EXPERIENCE

09/29/2025 to 02/11/2026

10/19/2019 to 07/04/2025

10/11/2012 to 11/2018

Insurance Producer

GEICO

Answering high level of Inbound calls from existing customers for various states

Process service requests such as adding and removing vehicles and drivers, adding, or changing lienholder information, sent policy documents as needed either by mail or email.

Assisted customers with questions and concerns they have in relation to coverages, reason for increase of coverage for different states, and making changes to existing policies.

Reviewed policies for various state requirements when changes were requested

Assisted customers with preparing SR-22 and motor vehicle requests for proof of coverage etc. and submitting them to the underwriting department. Transferring calls to sales department for new policies. Offered up sale of bundling homeowner insurance, and auto insurance for discounted rates, and transferred these calls to homeowner insurance department

Inbound Adjudicator

State of Arizona Division of Employment and Rehabilitation Services

Conduct telephone interviews to determine eligibility for unemployment Insurance Benefits

Respond to high-volume inbound calls regarding unemployment insurance eligibility

Review and analyze claims involving separation issues (voluntary quit, and discharge availability, ability and other disqualifying factors

Make eligibility determination forms and maintain detailed case records in database systems

Refer clients to community resources

Office Manager

Southwest Fair Housing Council Tucson, AZ

Responsible for the day-to-day operations of the office

Answered all incoming calls, screened and transferred to appropriate department. Processed and distributed incoming mails

Maintained all office equipment. Monitored and ordered all office supplies

Maintained all Federal, State, City and County Contracts, and other documents, such as budgets, correspondence, and site monitoring evaluation.

Complied with requirements of maintaining insurance coverage for all City, County, State and HUD contracts.

Assisted Finance Director with payroll and monthly billing requests to all grantor, by gathering supporting documents necessary to receive payment.

Logged all checks received and made bank deposits at the end of each week.

Processed all bills/invoices received, by coding and entering in Guidebooks.

Run checks bi-weekly and mail out with supporting documents.

Processed all new hires by completing background checks, E-Verify, and Arizona New Hire, as well employee benefits.

Created and maintained all personnel files.

Reconciled credit card statement by obtaining receipts from employees and matching purchases made.

Calculate per diem advance checks for employees’ travel.

Reconciled credit card statement by obtaining receipts from employees and matching with purchases made.

Upkeep of filing payables and creating vendor files as needed

02/2007 to 07/2012

Claims Adjudicator

State Of Nevada Dept. Of Employment Training & Rehab Las Vegas, NV

Conduct telephone interviews to determine eligibility for unemployment insurance benefits.

Made claimants aware of rules and regulations for unemployment purposes

Prepared files and called employers to investigate and verify information received during interview.

Applied program rules and regulations, based on Nevada State Laws Policies and Procedures

Exercised independent judgment in making decisions on approving or denying benefits

Met deadlines of 21 days in a timely manner, met count of 47 determinations weekly

05/1993 to 07/2005

Public Service Evaluator III

State Of Arizona Department Of Economic Tucson, AZ

Assisted applicants in completing applications

Conducted face to face interviews for initial and re-determination for ongoing welfare programs: food stamps, cash, medical and general assistance

Investigated and verified information for accuracy in order to determine eligibility by contacting employers, financial institutions, landlords, utility companies and hospitals

Applied rules and policies to individual programs prior to making decisions

Made eligibility decisions on programs as applicable

Met deadlines of 15, 30 and 60 days in a timely manner

Explained program requirements and answered questions regarding policies, rules and procedures

Maintained clear accurate and concise written case notes to be understood by other Public Service Evaluator, Supervisors, and Courts

Processed change of address, household compositions, and income resources

Referred applicants to other agencies based on needs

EDUCATION AND TRAINING

Licensed insurance producer for the State of Arizona

Certificate For Direct Employment in Business Admin: Business

Pima Community College Tucson, AZ

Dean's List Honoree Fall 1994

Human Services Assistance: Customer Service

Maricopa Community Colleges - Rio Salado Community College Tempe, AZ

High School Diploma

Belize Technical College Belize

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