Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jessica E. Guice

Austin

Summary

Extensive experience in assisting and interacting with customers via phone, email, and in-person Able to multi-task and prioritize work Extensive software/hardware experience TMS and Security Certifications Date of Issue: 20APR2020

Shipping and logistics professional with experience in overseeing operations, ensuring timely and accurate order processing, and improving workflow efficiency. Strong focus on team collaboration, adaptability, and achieving results. Skilled in inventory management, problem-solving, and fostering dependable work environment. Known for reliability and ability to adjust to changing needs, ensuring smooth logistical operations.

Establishes positive relationships with carriers and representatives through communication and coordination skills. Competent in route planning and shipment method determination.

Overview

14
14
years of professional experience

Work History

Shipping and Receiving Lead

Enhanced Production Tech
11.2023 - Current
  • Operated forklifts, lift trucks, and hand trucks to move items around warehouse.
  • Ensured timely delivery of products by closely monitoring shipments and addressing any potential delays.
  • Stacked and stored pallets at end of shift to keep warehouse clean and organized.
  • Pulled, verified, and packaged items for shipment.
  • Managed warehouse space allocation strategically to accommodate changing inventory needs throughout the year.
  • Implemented safety protocols for warehouse staff, reducing workplace accidents and promoting a safe work environment.
  • Organized storage areas to optimize materials movements and minimize labor hours.
  • Conducted regular audits of inventory levels to maintain accuracy and prevent stockouts or overstock situations.
  • Maintained accurate records of incoming and outgoing shipments, ensuring proper documentation for all transactions.
  • Maintained positive relationships with representatives of UPS, FedEX, USPS, and DHL shipping companies.

Screener

Randstad Sourceright
09.2021 - 05.2023
  • Company Overview: Sub-contracted to Google
  • I am responsible for reviewing resumes for applicants, sending out a detailed questionnaire to gain the candidate's specialty/domain in engineering and tech, reviewing the response and logging it in the candidate's profile, gaining candidate availability and then setting the candidate up for their initial phone screen, then gathering feedback and sharing/introducing the candidate to the appropriate recruiter
  • My role requires me to be timely in candidate responses, organized, and strong in time management skills
  • Act as a Subject Matter Expert for new hires
  • Created and implemented a training program for all incoming hires
  • Quickly and effectively review 500+ resumes per week on average
  • Working with candidates from application creation through scheduling technical phone screens
  • Collaboratively work with recruiting partners and hiring managers to deliver quality candidates to the business
  • Manage 52 requisitions using a pool model for Software Engineering roles, including designing & implementing process changes, and handling escalations from online candidates
  • Efficiently keeping up with a detailed engineering questionnaire used to gather basic coding qualifications that are sent to every candidate that meets Minimum Qualifications (MQ's) for pooled roles in Software Engineering (i.e
  • Hundreds of candidate email responses per week)
  • Effective in my time management and administrative duties to efficiently respond to all candidates and referrals within a 24 hour SLA
  • Consulted on dozens of job postings per quarter, determining whether the role should be posted and help create job postings that are inclusive, compliant, and consistent within software engineering
  • Receive 5-10 Offers Accepted every quarter in the software engineer space
  • Sub-contracted to Google

General Clerk II

Sierra7, Inc. / HMS
05.2017 - 09.2021
  • Company Overview: Works on the VA Financial Services Center (VA FSC) Payroll Support Directorate's VATAS Tier 1 Help Desk, servicing over 370,000 customers nation-wide
  • Worked with our human resources department to ensure that job descriptions accurately reflected daily job duties
  • This in turn helped reduce the turnover rate of incoming applicants
  • Candidate experience: Reviewed resumes of incoming applicants, contacted candidates via email and phone to set up interview, emailed rejections if needed, and scheduled the initial phone interview
  • To understand the interview process - completed some phone interviews as well
  • Directly supports over 350 Station Payroll Offices regarding system-related issues in VATAS
  • Responds to customer inquiries and case submissions with comprehensive solutions, aided by being proficient in the use of the following automated and interfacing time & attendance, payroll, financial reporting and human resource systems - (VATAS, DCPS, OFMR and HR-Smart)
  • Proficient in the use of the VA Financial Service Center's Customer Process Manager (CPM), both in use for resolving VA FSC Self-Service Payroll Portal tickets but also in training co-workers and external facing customers (Station Payroll, Timekeepers and Employees) on how to enter tickets and basic navigation within the portal
  • Utilizes an intuitive and logical approach to problem-solving by asking, 'what is the customer trying to accomplish?' Routinely lauded for providing OUTSTANDING customer service
  • Trouble-shooting and problem-solving includes, but is not limited to, system interface issues between the Veterans Affairs Time and Attendance System (VATAS) and the payroll processing system its data gets transmitted to - the Defense Civilian Pay System (DCPS), owned by the VA's Payroll Services Provider - the Defense Finance and Accounting Service (DFAS), located in Indianapolis, IN
  • Subject Matter Expert (SME) in T5 and T38 Payroll policies - used to provide insight and analysis in resolving complex time and attendance/pay-related issues using an 'educate the customer' approach
  • Selected as the VATAS Subject Matter Expert (SME) to sit on the VA FSC Slide Deck Review Panel that conducted a Quality Assurance review of all the slide deck presentations utilized in the 2018 DFAS Customer Service Representative (CSR) Conference
  • The Panel's purpose was to ensure the content was accurate, relevant, and value-added for this nationwide webinar presentation and training to the VA's network of over 350 Payroll Stations across the nation
  • Routinely called upon to provide guidance and interpretation on Public Law 111-63, Union (AFGE, NNU, etc.), pay and leave entitlements, policy and procedures
  • Routinely selected by VATAS Leads to provide resolutions requiring instruction to timekeepers on advanced topics such as Donated Leave and T38 Timesheet posting issues, possessing the required patience to do so
  • Engaged employee who establishes and maintains excellent communication with both internal and external facing customers
  • Completed 'Make a Great Impression on the Customer' (MAGIC) training
  • Works on the VA Financial Services Center (VA FSC) Payroll Support Directorate's VATAS Tier 1 Help Desk, servicing over 370,000 customers nation-wide

Medical Claims General Clark

ATP2 LLC
08.2016 - 05.2017
  • Utilize the VA-FSC medical claims processing system which incorporates an Internet authorization application, document processing functionality, optical character recognition (OCR) scanning capability and Plexis Claims Manager (PCM) claims processing software
  • Input and validate medical claims data into the PCM application
  • Analyze rejected claims data and audit overpayments of claims
  • Review documentation authorizing benefits payments
  • Determine appropriate amount due to recipient and process all necessary payment transactions
  • Record and issue letters informing debtors of obligations
  • Respond to written and oral vendor inquiries; follow up as needed

Fraud/Risk Teammate

eBay
08.2014 - 06.2016
  • Reviewed and analyzed accounts, systems, and documents for fraudulent activity to ensure the safety and security of our platform
  • Utilized several different tools to identify trends and patterns with accounts and to discover if accounts had any association with fraudulent or suspended accounts
  • Assess the risk posed by each account and act to warn, suspend, or terminate accounts where fraud was discovered
  • Evaluate if accounts suspended by teammates were accurate and provide talking points if the action was correct or work to resolve the customers concerns if action was incorrect
  • Delivered a detailed identity verification for each member to ensure the correct person was getting account level information
  • Served as a subject matter expert in account takeover verification, and implemented policy changes to improve site security
  • Consistently met and exceeded key performance metrics such as; Customer Satisfaction, Resolution, Adherence, Attendance
  • Acted as a subject matter expert for incoming new-hires where calls were reviewed, and on-the-spot coaching was provided
  • If any fraud trends were identified, partnered with leadership to ensure that these trends were communicated throughout the floor

Service Field Tech II

Time Warner Cable
01.2011 - 07.2014
  • Called customers and scheduled installation services
  • Emailed customers to ensure confirmation of service appointments
  • Test electronics units, using standard test equipment, and analyze results to evaluate performance and determine need for adjustment
  • Fix, repair, or replace cable boxes, cable modems, cable lines, and cable outlets
  • Add, run or replace over-head cable
  • Train new technicians on the process
  • Educate customers on how to operate a cable box or cable modem
  • Complete various services such as: Creating and building pathways with basket tray, j-hooks, fire sleeves, and conduit, Roughing cable from IDF to each workstation, each pull can be as few as 1-3 cables and greater than 10,000
  • Build out IDF with ladder rack, relay rack, cabinets, and wire management
  • Dress and land cables in IDF from fire sleeve to the patch panel within rack or cabinet
  • Terminate cables per specified requirements (568A or 568B)
  • Label and document cables
  • Certify and test cables, Install owner furnished devices

Education

Associate of Science - Information Tech

DeVry University
Austin, TX
07-2026

Skills

  • Technical troubleshooting
  • Network management
  • Data analysis
  • Software installation
  • Customer service
  • Inventory management
  • Project management
  • Time management
  • Warehouse safety
  • Loading and unloading
  • Pallet jack operation
  • Shipping procedures
  • Receiving protocols

Languages

English
Native or Bilingual

Timeline

Shipping and Receiving Lead

Enhanced Production Tech
11.2023 - Current

Screener

Randstad Sourceright
09.2021 - 05.2023

General Clerk II

Sierra7, Inc. / HMS
05.2017 - 09.2021

Medical Claims General Clark

ATP2 LLC
08.2016 - 05.2017

Fraud/Risk Teammate

eBay
08.2014 - 06.2016

Service Field Tech II

Time Warner Cable
01.2011 - 07.2014

Associate of Science - Information Tech

DeVry University

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Jessica E. Guice