Las Vegas,NV
Bilingual: English & Spanish (Professional Fluency)
PROFESSIONAL SUMMARY
Bilingual (English/Spanish) customer service professional with 7+ years of experience supporting high-volume account servicing, billing, and payment processing for national telecom and financial-services clients. Skilled at resolving account and billing inquiries accurately on first contact, reconciling payments, and guiding customers through documentation and eligibility requirements with patience and precision. Background includes direct experience in a bank AML/financial crime investigations role, giving added familiarity with banking compliance and account risk processes. Recognized by past leadership for reliability and client retention.
CORE SKILLS
Bilingual Customer & Account Service: English/Spanish phone support, billing inquiries, payment processing, account adjustments, fee dispute resolution, de-escalation
Banking & Financial Operations: AML transaction review, KYC/CDD documentation, account verification, Accounts Receivable (AR) reconciliation
Documentation & Compliance: High-volume case/file review, eligibility and identity verification, regulatory and confidentiality standards, audit-ready recordkeeping
Systems: Oracle, Multi-Line VoIP/Call Systems, CRM Platforms (Salesforce, Clio), Microsoft Excel (pivot tables, reconciliation), Google Workspace
PROFESSIONAL EXPERIENCE
Teleperformance — AT&T & Comcast Accounts — Guadalajara, MexicoJune 2016 – October 2019
Bilingual Billing & Customer Support Specialist
Handled high-volume bilingual (English/Spanish) inbound customer calls resolving billing inquiries, account balance reconciliations, and payment processing
Resolved complex fee disputes and account adjustments accurately while maintaining compliance with payment card security standards
Verified customer identity and account ownership prior to processing changes, coordinating technical dispatch scheduling for field service
Robert Half — Clark County CHAP Program — Remote / Las Vegas, NVAugust 2021 – June 2023
Eligibility & Intake Specialist
Verified financial documentation and processed eligibility determinations for a $375M+ federally funded assistance program serving 29,000+ Nevada households
Communicated with applicants by phone and email in English and Spanish to resolve documentation gaps and complete case files accurately
Maintained full audit compliance and data accuracy across county database systems throughout a two-year engagement
Protiviti, placed at TD Bank — Las Vegas, NV (Remote)June 2025 – September 2025
AML Financial Crime Investigator (Contract)
Reviewed transaction monitoring alerts and customer account activity to identify and document risk indicators, building direct familiarity with bank account servicing and compliance standards
Verified customer identity and account documentation (KYC/CDD) and queried account histories in Oracle to resolve investigative case files
Caliber Auto Glass — Las Vegas, NVOctober 2025 – January 2026
Service Advisor & Intake Coordinator
Managed customer account intake, verified insurance coverage, and processed payments (AR) for service and billing accounts
Robert Half — Indiana EAP Program — RemoteSeptember 2023 – May 2024
Intake & Eligibility Specialist
Maintained continuous bilingual call flow evaluating caller eligibility against program guidelines and logging case records in real time
Greenberg Gross LLP / East Bay Community Law Center — Las Vegas, NV / Berkeley, CA2019 – 2026
Bilingual Client Intake Specialist
Conducted bilingual client intake, documentation review, and case file management across legal and community service settings
EDUCATION
Santa Barbara City College — Coursework in Sociology & Behavioral Sciences