JAKELINE URQUIZA MARTINEZ
Plano,TX
Summary
Dynamic and self-motivated team player with over 15 years of diverse professional experience across various fields. Strong commitment to continuous learning fosters adaptability and innovation in fast-paced environments. Passionate about collaboration and knowledge sharing, creating an atmosphere that promotes mutual success and collective growth. Proven track record of delivering results through effective teamwork and a proactive approach to problem-solving.
Overview
16
16
years of professional experience
Work History
Credentialing Specialist
Infosys BPM
08.2023 - Current
- Evaluated credentialing applications for accuracy based on providers specialties, ensuring compliance with healthcare regulations.
- Conducted primary source verifications such as background checks and board certifications.
- Updated credentialing software systems and followed up on credentialing requests while meeting production goals, up to 80 cases per day.
- Collaborated with cross-functional teams to enhance data accuracy in credentialing management systems.
- Mentored junior team members, fostering a culture of continuous improvement in credentialing operations.
Technical Support Specialist
Infosys BPM
07.2014 - 08.2023
- Provided technical support to enterprise users via phone, email, web and chat while promoting FCR.
- Assisted users remotely by troubleshooting software, hardware and network issues.
- Handled multiple interactions at a time (while on chat)and up to 60 calls per day.
- Documented and tracked support requests using internal ticketing systems for accurate reporting and follow up, escalating to higher support teams as needed.
- Installed and configured operating systems and applications.
- Created users accounts and assigned /modify permissions.
- Assisted with Mobile devices support and set up of profile management (MDM).
- Collaborated in creation of knowledge articles.
- Mentored new hires on technical support procedures contributing to overall team performance.
Elementary Math Teacher
Colegio Cambridge De Monterrey
05.2013 - 07.2014
- Developed and implemented engaging and interactive lesson plans tailored to school learning methodology and students needs.
- Worked with over 240 students in just one school year.
- Collaborated with colleagues to enhance curriculum effectiveness and student outcomes.
- Worked closely with the Coordinator assisting with administrative tasks and extracurricular activities.
- Participated in professional development workshops to refine teaching methodologies and stay current with educational trends.
English Teacher
Universidad CNCI
04.2012 - 05.2014
- I worked as an English Teacher (as a foreign-second language) and Social Studies, with students of ages 15- 40 years old.
- I focused on enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Worked on one-to-one approach (tutoring) to accommodate diverse learning needs and age difference.
- Created assessments to track student progress.
- Mentored new teachers, providing guidance on instructional strategies, curriculum program and classroom management.
- Assisted the school principal with administrative tasks and participated in extra-curricular activities.
Customer Service Representative
Sitel
10.2011 - 03.2012
- Provided bilingual customer service support to customers via email.
- Resolved customer inquiries efficiently meeting production goals and enhancing overall satisfaction.
- Managed escalated issues effectively, maintaining professionalism and ensuring timely resolution.
Customer Service Representative
Teleperformance
12.2009 - 08.2011
- Provided bilingual customer service support to customers via phone.
- Managed approximately 50 incoming calls per day from customers.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor's in Applied Linguistics - Lic. en Ciencias del Lenguaje con Acentuacion en Ensenanza del Ingles
Universidad Autonoma De Nuevo Leon
01.2012
Skills
- Teaching, planning and tutoring
- Critical thinking and problem resolution
- Adaptability
- Customer Service
- Data entry and confidential data management
- Ms Office 365
- Ms Azure Admin
- Windows OS (10,11)
- Mac OS
- Active Directory
- Citrix Workspace
- VMWare Horizon Client
- Remote desktop connection and VPN
- Mobile Device Management
- Ticketing Platforms: Service Now, Quickbase
- Sharepoint
- CAQH, NPPES, QNXT Portals
- Salesforce
Accomplishments
- Achieved 100 QA Score by focusing on resolving users queries with accuracy and efficiency.
LANGUAGES
English – Advanced
Spanish– Native
Portuguese– Basic
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Learning new cooking techniques and expanding my culinary skills
Timeline
Credentialing Specialist
Infosys BPM
08.2023 - Current
Technical Support Specialist
Infosys BPM
07.2014 - 08.2023
Elementary Math Teacher
Colegio Cambridge De Monterrey
05.2013 - 07.2014
English Teacher
Universidad CNCI
04.2012 - 05.2014
Customer Service Representative
Sitel
10.2011 - 03.2012
Customer Service Representative
Teleperformance
12.2009 - 08.2011
Bachelor's in Applied Linguistics - Lic. en Ciencias del Lenguaje con Acentuacion en Ensenanza del Ingles
Universidad Autonoma De Nuevo Leon