Jacob Olivares
El Paso,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Escalation Specialist
Alorica
El Paso, Texas
10.2023 - Current
- Documented detailed reports of all escalations and resolutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Verified work of personnel by checking receiving activities and backing up each facing difficult situations.
- Investigated customer complaints and identified root cause of the issue.
Data Security Team Lead
Teleperformance
El Paso, Texas
09.2022 - 09.2023
- Collaborated with developmental team to resolve usability issues and improve website functionality.
- Helped social media users navigate technical systems and get answers to common or questions.
- Collected user feedback and communicated issues to internal teams.
- Maintained updated knowledge through continuing education and advanced training.
Social Media Moderator
Teleperformance
El Paso, Texas
12.2020 - 09.2022
- Presented and implemented website and integrated solutions to complement business operations.
- Collaborated with developmental team to resolve usability issues and improve website functionality.
- Provided guidance on how to use social media tools including Twitter, Facebook, Instagram, YouTube.
- Enforced commenting rules and deleted interactions with bullying or harassment.
Self Contractor
Self-employeed
El Paso, Texas
01.2018 - 11.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Removed debris and trash from surrounding areas and disposed of recyclable materials properly.
- Cared for lawns by mulching, aerating, weeding or grubbing.
- Pruned and trimmed trees and hedges with shears, pruners, or chain saws.
Allergy Technician
Allertech Labs
El Paso, Texas
04.2017 - 12.2017
- Obtained, labeled and transported variety of samples and blood specimens.
- Conducted research to increase knowledge about medical issues.
- Kept patient information properly secured and confidential.
- Prepared patient, equipment and supplies for specific procedures.
- Compiled health histories by conducting in-depth patient interviews.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Recorded patient vital signs, documenting information into medical charts.
Escalation Specialist
HGS
El Paso, Texas
12.2016 - 03.2017
- Documented detailed reports of all escalations and resolutions.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Investigated customer complaints and identified root cause of the issue.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Performed research on customer inquiries prior to escalating them for further review.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Patient Care Technician
Southwest Retina Consultants
El Paso, Texas
07.2015 - 03.2016
- Organized supplies in order to maintain adequate stock levels throughout shift.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Observed changes in patient's conditions and reported any abnormalities to the RN on duty.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
Phlebotomist
CCTF
El Paso, Texas
11.2014 - 05.2015
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Monitored inventory levels of supplies used in phlebotomy services.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Enforced infection control and sharps disposal procedures to protect patients, co-workers and self.
Self Contractor
Vista College
El Paso, Texas
06.2013 - 11.2014
- Participated in continuing development and training to bolster professional teaching skills.
- Improved classroom teaching methods by observing fellow educators and learning new techniques.
- Prepared instructional materials such as syllabi, homework assignments, and handouts.
- Participated in professional development opportunities designed specifically for Lab Instructors.
Lab Supervisor
Community Medical Clinic
El Paso, TX
09.2013 - 05.2014
- Prepared lab for daily operations by stocking materials and equipment.
- Managed scheduling conflicts between multiple researchers using shared equipment or space within the lab.
- Collected and organized data to perform data analysis and prepare technical reports.
- Supported cleanliness and health standards to foster safe and effective sample analysis.
Lab Technician
The Lab Connection
El Paso, Texas
02.2013 - 07.2013
- Completed day-to-day duties accurately and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Prepared specimens and forms for transport to outside laboratories.
- Cleaned and prepared lab equipment for solutions, specimens and samples.
- Analyzed results of tests using statistical methods to determine accuracy of results.
Lab Supervisor
First Horizon Medical Center
El Paso, Texas
11.2011 - 02.2013
- Supervised supplies in inventory and notified supervisor of low stock levels.
- Collected and organized data to perform data analysis and prepare technical reports.
- Supported cleanliness and health standards to foster safe and effective sample analysis.
- Collected, labeled and stored lab samples according to laboratory specifications.
- Trained new employees in the use of specialized equipment, software, and procedures.
- Identified needs of customers promptly and efficiently.
Phlebotomist
Lab Corp
El Paso, TX
12.2008 - 06.2009
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Monitored inventory levels of supplies used in phlebotomy services.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Enforced infection control and sharps disposal procedures to protect patients, co-workers and self.
- Processed client payments and collected appropriate billing information.
- Identified best veins for intravenous lines and blood draws, avoiding unnecessary pokes.
- Adhered to HIPAA guidelines regarding patient privacy.
Education
Associate of Science -
El Paso Community College
El Paso, TX05-2010
Phlebotomy Certificate -
El Paso Community College
El Paso, TX05-2009
High School Diploma -
JM Hanks High School
El Paso, TX05-1988
Skills
- De-Escalation Techniques
- Reporting and Documentation
- Collections Management
- Customer Service
- Policies and Procedures Adherence
- Product Knowledge
- Microsoft Office Expertise
- Call Metrics
Affiliations
- Volunteer work for Churches, United Blood Service and Retreat Centers.
References
References available upon request.
Timeline
Escalation Specialist
Alorica
10.2023 - Current
Data Security Team Lead
Teleperformance
09.2022 - 09.2023
Social Media Moderator
Teleperformance
12.2020 - 09.2022
Self Contractor
Self-employeed
01.2018 - 11.2020
Allergy Technician
Allertech Labs
04.2017 - 12.2017
Escalation Specialist
HGS
12.2016 - 03.2017
Patient Care Technician
Southwest Retina Consultants
07.2015 - 03.2016
Phlebotomist
CCTF
11.2014 - 05.2015
Lab Supervisor
Community Medical Clinic
09.2013 - 05.2014
Self Contractor
Vista College
06.2013 - 11.2014
Lab Technician
The Lab Connection
02.2013 - 07.2013
Lab Supervisor
First Horizon Medical Center
11.2011 - 02.2013
Phlebotomist
Lab Corp
12.2008 - 06.2009
Associate of Science -
El Paso Community College
Phlebotomy Certificate -
El Paso Community College
High School Diploma -
JM Hanks High School