Jessica Archuleta
Pueblo,CO
Summary
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
14
14
years of professional experience
Work History
Customer Service Team Lead
AdaptHealth
Pueblo, CO
11.2014 - 01.2025
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
Manager, Sales and Customer Support
Quality Inn Motel
Pueblo, CO
01.2011 - 03.2014
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Oversaw all aspects of event planning, from contract negotiation to day-of coordination, resulting in successful events and satisfied clients.
- Ensured compliance with all local, state, and federal regulations related to hotel operations and licensing requirements.
- Provided exceptional service and assistance to guests upon check-in.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
Education
Business
Pueblo Community College
Pueblo, CO06-2014
Skills
- Customer service
- Customer service excellence
- Customer satisfaction
- Customer relations
- Team management
- Data management
- Client engagement
- Team Training
- Policy enforcement
- Creative problem solving
- Multi-line phone talent
- Telephone etiquette
- POS systems expert
- Compliant resolution
- Inbound call answering
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking
- Excellent communication
- Customer service management
- Team leadership
- Adaptability and flexibility
- Phone and email etiquette
Timeline
Customer Service Team Lead
AdaptHealth
11.2014 - 01.2025
Manager, Sales and Customer Support
Quality Inn Motel
01.2011 - 03.2014
Business
Pueblo Community College