ALEJANDRA VALENCIA
JPMorgan Chase
Tampa,FL
10
years of professional experience
Bilingual Client Service and Operations professional with 10+ years of experience supporting clients, managing high-volume service workflows, resolving complex issues, and partnering across teams to deliver timely and accurate outcomes. Experienced in managing client portfolios, researching and resolving exceptions, prioritizing competing requests, maintaining detailed documentation and controls, and working within service-level expectations. Strong relationship management and communication skills with a proven ability to identify process improvements, standardize repeatable workflows, and quickly learn new products and processes.
Work History
Access Technical Helpdesk Support - Bilingual
2 Years 10 Months- Provide day-to-day client service and operational support to internal and external users, taking ownership of service requests from initial inquiry through resolution.
- Research, troubleshoot, and resolve complex client issues while coordinating with multiple internal teams to deliver timely and accurate outcomes.
- Manage and prioritize a high-volume service queue while balancing competing priorities and meeting established service-level expectations and deadlines.
- Maintain accurate documentation of client interactions, issue resolution, service activities, and operational processes to support consistency and controls.
Cybersecurity Fellow
2 Years- Conducted research, analysis, and investigation activities requiring strong attention to detail and problem-solving skills.
- Analyzed complex information and documented findings through detailed reports and presentations.
- Developed a disciplined approach to risk assessment, issue analysis, and documentation.
Insurance Verification Specialist
6 Years 7 Months- Managed a high-volume portfolio of client accounts while ensuring accuracy, compliance, and exceptional customer service.
- Researched and resolved insurance-related inquiries and exceptions, including coverage validation, authorization issues, and account discrepancies.
- Maintained detailed trackers, records, and documentation to support operational controls, compliance requirements, and accurate account management.
- Led a multi-month reverification initiative involving cross-functional coordination, workflow management, follow-up, and process optimization.
Education
Cyber Security Bootcamp
Associate of Science - Computer Science
Skills
Client Service & Support
Issue Resolution & Escalation
Documentation & Reporting
Cross-Functional Collaboration
Process Improvement
Workflow Prioritization
Timeline
Access Technical Helpdesk Support - Bilingual
JPMorgan Chase
10.2023 - CurrentRead More
Cybersecurity Fellow
University of South Florida
10.2021 - 10.2023Read More
Insurance Verification Specialist
Mindoula Health
11.2016 - 06.2023Read More
University of South Florida
Cyber Security Bootcamp
Read More
Valencia Community College
Associate of Science from Computer Science
Read More