1. N A N C Y L . M A R Q U E Z
OBJECTIVE
With several years in the wireless, banking and medical industry I have
learned to provide excellent customer service skills in an effective and
companionate manner. Furthermore, I’ve gained professional training with
recent education in the area of Business Management in the private and
public sector at Northern Arizona University. I am currently seeking a
challenging opportunity, which will apply my customer service expertise,
innovative drive and leadership potential.
EXPERIENCE
2015-2016 Catholic Charities Phoenix, AZ
Case Manager II
 Monitors and supervises foster homes by keeping in contact with
foster families through regular contact; provides general support and
facilitates adherence to federal guidelines; participates in evaluation
foster parents’ performance for relicensing.
 Supervises foster care caseload by maintaining regular contact with
minors; develops case plan and monitors progress of children in
home and in school; communicates in child’s native language.
 Develops an individual service plan for each client by interviewing
child and identifying specific and general needs. Implements service
plan utilizing available resources and monitors progress.
 Follows protocol for notification and follow up on all cases; develops
and distributed reports and documentation as requested or require
 Participates in monthly activities for department including training
and community service events.
 Promote ongoing commitment to excellence and continual quality
improvement to ensure the highest quality of services to our staff and
clients.
2012-2014 Verizon Wireless Chandler, AZ
Customer Service Advocate
 Troubleshoot customer devices quickly and efficiently.
 Provide outstanding technical support and ensure that customers are
getting the most out of Verizon Wireless products and services.
 Top performer in sales of accessories, upgrades and new lines of
service and meet over 150% of targeted goal.

2. 2
2008-2011 Bank of America Phoenix, AZ
Claims Analyst
 Received incoming calls and inquires from business cardholders
ranging from large corporate to small business accounts.
 Placed charges into dispute, reviewed and answered current disputes
& answered questions from cardholders. Ensured compliance with
industry regulations & bank procedures. Described chargeback
procedures to cardholders. Analyzed and resolved situations for
customers concerning their accounts, service requests and claims.
 Ordered sales drafts for cardholders, sent acknowledgement letters,
resolved differences in problem cases, and processed small balance
write offs. Uses: Tsys, Blast, Image, and Microsoft Outlook.
EDUCATION
2012-2014 Northern Arizona University Flagstaff, AZ
 Bachelor of Science in Public Administration
 Academic Recognition: 3.8 GPA
2009-2011 Chandler Gilbert Community College Gilbert, AZ
 Associates of Arts
National Honor Society- 3.7 GPA
COMPETENCIES & SKILLS
 Technical: Microsoft Applications- Word, Excel, PowerPoint, &
Outlook
 Strong analytical, interpersonal, communication, troubleshooting, &
problem solving skills
 Languages: Bi-Lingual- English and Chinese
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