Jessi Altrock
Belmont,MA
Summary
Dynamic operations professional with a strong background in hospitality and leadership. Proven track record at Healthcare Financial, Inc., enhancing client support and workflow efficiency. Skilled in optimizing processes and training teams, I excel in communication and problem-solving, driving significant improvements in service delivery and client satisfaction. Passionate about mentoring and fostering collaboration in high-pressure environments.
Overview
19
19
years of professional experience
Work History
Operations Associate, Member Services
Healthcare Financial, Inc.
03.2021 - Current
- Serve as the first line of support for over 100 clients weekly, gathering requirements, diagnosing issues, and guiding them through complex eligibility and application processes.
- Document case details, manage high-volume workflows, and communicate status updates throughout each case lifecycle.
- Collaborate cross-functionally to clarify criteria, resolve discrepancies, and escalate items as needed, mirroring ticket creation and prioritization workflows.
- Conduct quality checks on client documentation and submissions to ensure accuracy and completeness.
- Train new team members on systems, workflows, and best practices, improving team efficiency and consistency.
Pastry Chef/ Operations Lead
Mamaleh's Delicatessen
01.2020 - 12.2020
- Led a team of 5, delegating tasks, creating schedules, and ensuring smooth daily operations in a fast-paced environment.
- Optimized workflows and processes, contributing to a 30% increase in takeout/delivery performance during COVID-19.
- Coordinated production, logistics, and timing for high-volume catering and holiday events, requiring meticulous planning and documentation.
Pastry Chef/ Team Manager
Flour Bakery + Cafe
08.2014 - 09.2019
- Managed a team of 6, overseeing scheduling, training, onboarding, and performance development.
- Coordinated catering production and deliveries, improving operational efficiency and contributing to 50% catering growth.
- Led hiring processes, including interviewing, evaluating candidates, and delivering structured onboarding.
Customer Care Advocate
Empire Blue Cross Blue Shield
04.2007 - 06.2014
- Supported 50+ customers daily in a high-volume call center environment, providing clear, accurate guidance on benefits, claims, and enrollment.
- Performed quality control for all outgoing correspondence for a 25- member team, ensuring accuracy and compliance.
- Maintained detailed documentation and contributed to workflow improvements within the support team.
Education
Bachelor of Science - Anthropology
SUNY College At Oswego
Oswego, NYAssociate of Arts - Culinary Arts & Restaurant Management
Schenectady County Community College
Schenectady, NYSkills
- Customer service
- Deadline management
- Operational efficiency
- Team support
- Project management
Timeline
Operations Associate, Member Services
Healthcare Financial, Inc.
03.2021 - Current
Pastry Chef/ Operations Lead
Mamaleh's Delicatessen
01.2020 - 12.2020
Pastry Chef/ Team Manager
Flour Bakery + Cafe
08.2014 - 09.2019
Customer Care Advocate
Empire Blue Cross Blue Shield
04.2007 - 06.2014
Bachelor of Science - Anthropology
SUNY College At Oswego
Associate of Arts - Culinary Arts & Restaurant Management
Schenectady County Community College