Jamie Ybarra
Burlingame ,CA
Summary
Dedicated and compassionate Client Service Representative with six years of experience in client facing roles addressing consumer requests and concerns. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Well-versed in coordinating and optimizing performance demands, a self-starter with proven ability to revitalize and manage multiple projects and programs to drive innovation. Devoted to solving problems and meeting complicated and mundane business needs with creative and team-oriented drive.
Overview
6
6
years of professional experience
Work History
Client Services Specialist
Invitae
04.2021 - Current
- Provide email and phone support to our customers: physicians, clinics, medical staff, and patients.
- Resolve data discrepancies and obtain missing information requested by Accessioning and RQ Review teams
- Work closely with Client Relationship Managers to devise best practices for managing client accounts through salesforce
- Manage and triage Daily case load of 180-200 general inquires/Test requisition forms/medical records/notes/billing/insurance approval or denial letters through our fax system.
- Work closely with Sales to ensure utmost client satisfaction with the entire Invitae experience.
- Interact with Accessioning and Dry Lab Operations for any issues related to sample processing within lab.
- Interact with Customer Experience and Business Operations Team for any technical issues related to our software platforms.
- Maintain strict standards of quality and assist with QC and QA activities.
- Maintain documentation of all communications in accordance with Client Services procedures and policies.
- Ad-hoc projects as directed by the Client Services Lead.
- Streamlined processes for improved Standard operating procedures efficiency, resulting in faster resolution of client issues.
- Perform sample backtracking through our vendors such as Therapak, GBF, and FedEx.
Operations Support Specialist
Advanced Clinical
12.2020 - 04.2021
- Sustain a Covid-19 testing service with efficient flow of participants for sampling
- Confirm identity of participant by authenticating documentation matching the requisition packet, including appointment location, time, and date.
- Participant data specialist emphasizing handling sensitive personally identifiable information (SPII).
- Administered site data gathering and analysis regarding site operations (number of participants)
- Performing sample reconciliation empowers corroboration with labs that they've received all specimens.
- Coordinated and assembled testing kit requisition and label preparation, insuring optimization of operations.
- Troubleshoot participant information errors/ Monitored traffic control support to ensure outflow of non-participants off site.
- Conducted/tracked 132,000 Covid 19 tests during my tenure with a 0.13% positivity rate
- Efficiently managed a daily case load of 200 tests
- Reduced error rates in data entry tasks by implementing a thorough quality control process.
Server
Cinepolis luxury Cinema
10.2019 - 11.2020
- Assisted customers in selecting appetizers, entrees and desserts and recommended alternative items for food allergies and gluten intolerances.
- Up-sell appetizers, specialty beverages, and desserts to increase guest check averages.
- Consistently achieved the high guest check averages among all servers through suggestive selling and dessert to go orders Lead team with a minimum average transaction of $25 per bill.
- Coordinated large scale events on a weekly basis of party sizes 25 and over ensured optimal guest experience satisfaction with the maintenance of food hygiene in accordance with standards and guidelines.
- Informally recognized as Lead Server with responsibility for overseeing opening/closing and coaching and mentoring new servers regarding menu items, company policies and procedures.
- Frequently assisted colleagues during rush periods to foster/promote teamwork while providing exceptional service and guest dining experience.
- Coordinate with kitchen staff to ensure timely and accurate order preparation.
- Regularly follow-up with guest tables and promptly fulfill additional requests.
Intern
CheapBizClass Flights
06.2018 - 12.2019
- Leveraged CRM workforce to sort and digitize documents.
- Assisted department staff by answering phone calls and responding to emails.
- Collaborated cross-functionally to support contractual obligations.
- Affirmation to patrons on travel arrangements and itineraries.
- Quote consumers on airfare prices and reduced rates.
- Monitored sales performance and conducted professional market research to identify and evaluate potential sales growth opportunities
- Generate business class and first class ticket sales through outbound cold calling and lead follow-up over the telephone using a variety of techniques discounted airfare rates to new and existing patrons.
Education
Bachelor of Arts - Psychology
San Francisco State University
San Francisco, CA12.2021
Associate of Arts - Psychology
Canada College
Redwood City, CA05.2019
Skills
- Bilingual Fluent in Spanish
- Client Relationship Building
- Account Management
- Data analysis
- Salesforce experience CRM
- Troubleshooting
- Network configuration
- Therapak/GBF Medical Kits
- Workforce excel
- Microsoft word
- Point of sale (POS) system operations
- Conflict resolution
- System Documentation
Languages
Spanish
Native or Bilingual
Timeline
Client Services Specialist
Invitae
04.2021 - Current
Operations Support Specialist
Advanced Clinical
12.2020 - 04.2021
Server
Cinepolis luxury Cinema
10.2019 - 11.2020
Intern
CheapBizClass Flights
06.2018 - 12.2019
Bachelor of Arts - Psychology
San Francisco State University
Associate of Arts - Psychology
Canada College