Jeremy Costilla
Modesto,USA
Summary
Results-driven professional with expertise in Workforce Analysis, Billing, Customer Service, and Logistics. Strong background in data analysis, process improvement, and operational efficiency, with a proven ability to enhance workforce productivity, ensure billing accuracy, and optimize supply chain and vendor operations across diverse industries. Experienced in medical billing and customer engagement, including service with the American Red Cross, demonstrating exceptional problem-solving, communication, and client relationship management skills. Recognized for analytical thinking, technical proficiency, and a proactive approach to addressing challenges. Highly adaptable and dependable, capable of delivering results independently while maintaining a customer-focused approach and remaining receptive to feedback for continuous improvement.
Overview
18
18
years of professional experience
Work History
Workforce Real Time Analyst
RH
Tracy, CA
11.2021 - 09.2023
- Monitored real-time operations to ensure service level targets were consistently met.
- Analyzed real-time data to optimize workforce scheduling and enhance operational efficiency.
- Monitored call center metrics to ensure adherence to service level agreements.
- Adjusted staffing and agent activities on the fly based on call volume and queue trends.
- Collaborated with leadership to quickly resolve service gaps and improve efficiency.
- Implemented corrective actions during high-volume periods to maintain KPI compliance.
- Generated actionable performance reports to guide decision-making and process improvements.
- Tracked attendance, productivity, and system performance with meticulous attention.
- Identified bottlenecks and recommended process changes that increased operational efficiency.
- Communicated intraday performance updates and potential risks to management promptly.
- Optimized agent schedules, breaks, and offline tasks to meet changing demand patterns.
- Monitored adherence and escalated critical issues before they impacted service quality.
- Supported forecasting and planning with trend analysis and historical performance data.
- Developed contingency plans to handle unexpected spikes or operational disruptions.
- Partnered with workforce and scheduling teams to refine long-term staffing strategies.
- Maintained detailed documentation of intraday actions, incidents, and outcomes.
- Identified performance trends and provided actionable insights for continuous improvement.
Senior Logistics Management Specialist
RH
Tracy, CA
11.2014 - 10.2021
- Assisted clients and vendors with billing disputes, arranging corrections and compensation based on individual needs.
- Coordinated furniture technician repairs, scheduling service efficiently for damaged products.
- Led weekly team meetings to review progress toward departmental goals and performance metrics.
- Identified opportunities for cost savings through optimized freight routing and logistics strategies.
- Managed inbound calls reporting home damage claims; coordinated adjusters, filed claims, and negotiated settlements.
- Collaborated cross-functionally with internal departments to meet complex customer requirements.
- Worked closely with distribution centers, shipping carriers, next-day air transporters, and customs to ensure timely delivery.
- Handled all billing disputes, claim status updates, purchase order drops, and vendor communications professionally.
- Maintained accurate billing systems and ensured process compliance across all transactions.
- Addressed escalated customer billing cases with professionalism and problem-solving focus.
- Provided timely follow-up on past-due accounts via phone, email, and written correspondence.
- Streamlined logistics operations by improving tracking processes and enhancing vendor communication.
- Negotiated with carriers and clients to resolve shipping and billing conflicts efficiently.
Blood Bank Lead
American Red Cross
Stockton, CA
03.2012 - 11.2014
- Managed hospital billing disputes, transactions, and records with accuracy and efficiency across multiple locations.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Conducted quality control tests to ensure the safety and viability of collected specimens for transfusion.
- Monitored blood product expiration dates and disposed of expired units in compliance with regulations.
- Followed strict safety protocols when handling hazardous materials, including human blood components.
- Ensured adherence to federal regulations governing the collection, storage, and distribution of blood products.
- Assisted in maintaining accurate records of patient transfusions performed at hospital sites.
- Handled inbound calls from trauma hospitals for urgent (“stat”) patient blood orders.
- Billed hospitals and patient records according to blood type, antigen, and delivery time requirements.
- Maintained donor records and prepared detailed reports for submission to regulatory agencies.
- Reviewed documentation for completeness and accuracy to maintain compliance standards.
- Cross-trained in multiple areas to support operational flexibility and business needs.
- Trained in irradiating blood and platelet products to meet clinical requirements.
- Rotated new inventory from blood draws, ensuring proper labeling, storage, and inventory management.
Billing Specialist and Technical Support
National Electronics Warranty/DirecTV
Klamath Falls, OR
02.2008 - 09.2011
- Resolved customer inquiries related to billing, charges, and payments, ensuring accurate and timely resolutions.
- Maintained comprehensive and accurate billing systems and processes across multiple client accounts.
- Handled escalated billing disputes professionally, preserving customer relationships and satisfaction.
- Generated refund requests for overpayments and managed follow-up to ensure timely issuance.
- Managed accounts receivable and billing processes for multiple clients, reducing discrepancies and improving accuracy.
- Reconciled invoices, payments, credits, and related documents to resolve account inconsistencies.
- Scheduled and coordinated routine technician maintenance for malfunctioning products.
- Troubleshot technical issues over the phone to determine if products required replacement, minimizing unnecessary service calls.
- Provided technical support via phone, email, and chat, responding promptly and professionally.
- Monitored incoming calls regarding hardware and software issues, delivering timely resolutions to meet service standards.
- Supported customers and colleagues with tailored technical guidance and problem-solving advice.
- Analyzed customer data to identify recurring issues and trends, contributing to process improvement initiatives.
Crew Member Cook
Jack In The Box
Lathrop, CA
01.2007 - 01.2008
- Practiced safe food handling techniques according to company policies and procedures.
- Kept kitchen clean by sweeping and mopping floors, washing dishes, and disposing of trash.
- Provided excellent customer service to guests by taking orders accurately, preparing meals quickly and efficiently, and ensuring quality product was served.
- Ensured compliance with health codes by maintaining standards for safe food storage and proper sanitation techniques.
- Monitored food temperatures regularly to ensure freshness and quality standards were met.
- Trained new crew members on safety protocols and operational processes within the kitchen area.
- Operated cash register or POS system to accept payment for food items or beverages.
- Ensured all food items were cooked and stored outside of the temperature danger zone.
- Maintained cleanliness and organization of kitchen area, adhering to food safety regulations.
- Trained new crew members on food preparation techniques and safety protocols, improving team efficiency.
Crew Member Cook
Sonic
Ripon, CA
02.2006 - 11.2007
- Practiced safe food handling techniques according to company policies and procedures.
- Kept kitchen clean by sweeping and mopping floors, washing dishes, and disposing of trash.
- Cleaned food preparation areas, cooking surfaces, and utensils.
- Cleaned, stocked, and restocked workstations and display cases.
- Maintained sanitation, health, and safety standards in work areas.
- Verified that prepared food met requirements for quality and quantity.
- Cooked exact number of items ordered by each customer, working on several different orders simultaneously.
- Ordered supplies and accepted new deliveries.
- Collaborated with team members to optimize workflow during peak hours, enhancing service speed.
- Monitored cooking equipment performance, troubleshooting issues to minimize downtime during operations.
Education
High School -
East Union High School
Manteca05-2007
Skills
- Technical Proficiency
- Performance Metrics
- Call Volume Analytics
- Invoice Processing
- Claims Processing
- Audit Procedures
- Customer Engagement
- Data Entry
- Electronic Health Records
- Active Listening
- Organizational Skills
- Analytical Thinking
- Problem Solving Abilities
- Claims Experience
- Strong Critical Thinking Skills
- Medical Billing Expertise
- Financial Reporting
- Cost Tracking Efficiency
- Quality Control
- Deadline Adherence
- Database Maintenance
- 70-75 Words Per Minute
- Workforce Management
- Strong Written and Verbal Communication
- Scheduling optimization
- Forecasting accuracy
- Schedule coordination
- KPI monitoring
- Capacity planning
- Microsoft Excel
- Customer service excellence
- Professional telephone demeanor
- Call center experience
Timeline
Workforce Real Time Analyst
RH
11.2021 - 09.2023
Senior Logistics Management Specialist
RH
11.2014 - 10.2021
Blood Bank Lead
American Red Cross
03.2012 - 11.2014
Billing Specialist and Technical Support
National Electronics Warranty/DirecTV
02.2008 - 09.2011
Crew Member Cook
Jack In The Box
01.2007 - 01.2008
Crew Member Cook
Sonic
02.2006 - 11.2007
High School -
East Union High School