Jessica Cattolica
Manteca,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Eligibility and Benefits
VSP Vision Care
08.2023 - Current
- Materials/Exam Authorizations, Provider calls, Member calls, Retail Provider calls, Member online accounts
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Responded to customer requests for products, services, and company information.
Eligibility and Benefits Concierge
Blue Shield of California
01.2022 - 03.2023
- Claims Trained, Designated Accounts, Large groups
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Paraprofessional II SDC AUTISM
Manteca Unified
02.2021 - 12.2022
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
Title 1 Instruction Aid, RSP Paraprofessional
Ripon Unified
08.2019 - 01.2020
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
Stay At Home Mother/Student
Self-employeed
11.2010 - 08.2019
- Took time off to raise children and return to school.
Behavioral Technician
Genesis Behavior Center
12.2017 - 02.2018
- ABA Therapy for children ages 3-18 with Autism
- Maintained accurate data collection on client progress, enabling effective analysis and modification of treatment plans as needed.
- Reduced problem behaviors by teaching clients appropriate coping strategies and replacement behaviors.
- Promoted safe and nurturing environment for clients, ensuring their comfort and well-being throughout therapy sessions.
- Adapted therapy materials based on individual needs, ensuring accessibility for all clients regardless of ability level or learning style.
Customer Service Specialist
Stanislaus Food Products
12.2009 - 11.2010
- Care Team, Responsible for calling restaurateurs to thank them, Updated information and sent out marketing material, Responsible for insuring customers were satisfied.
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Members Services
In Shape Health Corporate
07.2009 - 10.2009
- Representative for three clubs, Assisted members with billing, Responsible for taking care of customer complaints
- Managed high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
- Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
Receptionist
Anchor Construction
10.2008 - 06.2009
- Answered phones, Responsible for passing out information for new leads, faxes and data entry
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
Caregiver
Private Employeer
09.2006 - 09.2008
- Responsible for giving medications, Responsible for providing meals, Assisted in daily tasks of patient
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
Call Center Representative
Kaiser Permanente
12.2005 - 09.2006
- Providing excellent customer service, Responsible for upselling and cross selling of additional services, data entry, Medicare calls and questions
- Responded to customer calls and emails to answer questions about products and services.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Customer Service Representative I and II, Insurance CSR I
California State Automobile Association
06.2002 - 07.2005
- Provided customer service, upselling and cross selling of additional services, updating member accounts, Member resolution team for escalations, Assisted members with finding discounts and benefits, Responsible for all policy and billing inquiries
Education
A.S., Medical Billing and Coding - Medical Coding
Grantham University
Kansas City, MO01.2015
High School Diploma -
HSD East Union High School
Manteca, CA01.1997
Skills
- 56 WPM/12000 KPH
- Working with children with disabilities
- Healthcare/Vision Benefits
- HIPAA Compliance
- Active Listening
- Problem-solving abilities
- Data Entry
- Call center experience
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft Outlook
- Order Processing
- Customer Relationship Management (CRM)
- Prioritization
- Insurance Verification
- Medical terminology knowledge
- Claims Processing
- Data entry proficiency
- Medical billing knowledge
- Eligibility Determination
Timeline
Eligibility and Benefits
VSP Vision Care
08.2023 - Current
Eligibility and Benefits Concierge
Blue Shield of California
01.2022 - 03.2023
Paraprofessional II SDC AUTISM
Manteca Unified
02.2021 - 12.2022
Title 1 Instruction Aid, RSP Paraprofessional
Ripon Unified
08.2019 - 01.2020
Behavioral Technician
Genesis Behavior Center
12.2017 - 02.2018
Stay At Home Mother/Student
Self-employeed
11.2010 - 08.2019
Customer Service Specialist
Stanislaus Food Products
12.2009 - 11.2010
Members Services
In Shape Health Corporate
07.2009 - 10.2009
Receptionist
Anchor Construction
10.2008 - 06.2009
Caregiver
Private Employeer
09.2006 - 09.2008
Call Center Representative
Kaiser Permanente
12.2005 - 09.2006
Customer Service Representative I and II, Insurance CSR I
California State Automobile Association
06.2002 - 07.2005
A.S., Medical Billing and Coding - Medical Coding
Grantham University
High School Diploma -
HSD East Union High School