Jessica Cadena

Provided non-medical support and assistance to clients in their homes, ensuring comfort, safety, and completion of daily routines.

Assisted clients with companionship, mobility support, meal preparation, and light housekeeping

Maintained accurate logs of client services, visit notes, and care updates

Handled administrative responsibilities including scheduling, documentation, and communication with care coordinators.

Demonstrated patience, empathy, and professionalism in all client interactions

• Serve as the primary point of contact for assigned client accounts
• Build and maintain strong, long-term client relationships
• Manage client onboarding and ensure smooth account transitions
• Understand client needs and align products or services to meet goals
• Coordinate with internal teams (sales, operations, support) to deliver solutions
• Monitor account performance, KPIs, and contract compliance
• Identify upselling and cross-selling opportunities
• Resolve client issues and escalate when necessary
• Prepare reports, proposals, and presentations for clients
• Maintain accurate account records in CRM systems
• Provided high level administrative support to executives by managing calendars, scheduling meetings, and coordinating priorities
• Handled confidential information with discretion while preparing correspondence, reports and executive presentations
• Coordinated domestic and international travel, including itineraries,accommodations and expense reports
• Served as a primary point of contact between executives, internal teams and external stakeholders
• Organized and facilitated meetings, prepared agenda, recorded notes, and tracked action items
• Managed email boxes, screened communications, and responded on behalf of executives as needed
• Supported office operations including document management, filing systems, and workflow coordination
• Assisted with project management, deadlines, and process improvement initiatives

• Handled high-volume inbound calls assisting clients with checking and savings accounts, credit cards, loans, and online banking inquiries
• Provided exceptional customer service while identifying client needs and recommending appropriate Bank of America products and services.
• Met and exceeded individual sales and service goals by promoting credit cards, account upgrades, digital banking tools, and financial solutions.
• Educated clients on banking products, fees, fraud prevention, and account management to increase customer confidence and retention.
• Resolved complex customer issues efficiently while maintaining compliance with banking regulations and security protocols
• Used CRM and banking systems to document interactions, track sales opportunities, and update account information accurately.
• Maintained high customer satisfaction scores while balancing service quality, call handle time, and sales performance.
• Collaborated with team members and leadership to support branch and call center sales initiatives.

Served as a lead technician supporting daily pharmacy operations while ensuring accuracy, efficiency, and regulatory compliance

Provided guidance, training, and ongoing support to pharmacy technicians, including onboarding new hires and coaching on workflow and performance standards

Reviewed and processed prescription orders, prior authorizations, and insurance claims while resolving complex rejections and escalations

Acted as a liaison between pharmacists, technicians, providers, and insurance teams to ensure timely medication fulfillment and issue resolution

Monitored workflow queues, productivity metrics, and turnaround times to meet service-level agreements and quality benchmarks

Ensured compliance with HIPAA, state pharmacy regulations, and Optum Rx policies and procedures

• Processed vendor invoices with high accuracy, ensuring timely payments and adherence to company policies.
• Coordinated with internal departments to resolve discrepancies and improve invoice approval workflows.
• Implemented electronic invoicing system, reducing processing time and increasing efficiency across accounts payable function.
• Developed monthly reconciliation processes for accounts payable, ensuring alignment with financial reporting requirements.
• Analyzed payment trends to identify cost-saving opportunities and streamline procurement processes within the organization.
• Reviewed vendor invoices for appropriate documentation and validity prior to payment.
• Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
• Maintained good working relationships with vendors and resolved disputes.
• Reduced late payment penalties by closely monitoring due dates and managing timely payments.
• Maintained accurate financial records by regularly reconciling accounts payable transactions.

Handled high-volume inbound and outbound calls assisting customers with checking and savings accounts, credit cards, loans, and digital banking services

Delivered exceptional customer service while identifying financial needs and recommending appropriate Wells Fargo products and solutions

Met and exceeded sales and service goals by promoting account upgrades, credit cards, lending products, and digital tools

Educated customers on banking products, fees, fraud prevention, and financial best practices to improve engagement and retention

Resolved complex account issues efficiently while complying with banking regulations, security standards, and privacy requirements

Documented customer interactions, referrals, and sales opportunities accurately using CRM and banking systems

Balanced quality service, call efficiency, and sales performance in a fast-paced call center environment

Collaborated with team members and leadership to support branch and call center sales initiatives

Maintained high customer satisfaction and compliance scores

Handled high-volume inbound calls from clients regarding payroll, benefits, timekeeping, and HR platform inquiries

Provided clear guidance and technical support on ADP systems while ensuring accurate resolution of client issues

Investigated and resolved payroll discrepancies, tax questions, and account adjustments in a timely manner

Educated clients on ADP products, features, and compliance requirements to improve system usage and satisfaction

Documented all client interactions accurately using CRM and case management tools

Collaborated with internal teams including payroll specialists, implementation, and technical support to resolve complex cases

Maintained compliance with federal, state, and local payroll regulations as well as data security and privacy standards

Met service level agreements, quality scores, and productivity metrics in a fast-paced call center environment

Delivered professional, empathetic customer service while managing multiple cases and priorities