Jessica Perez Vazquez
Summary
To obtain a challenging and rewarding position that enables me to use my organized and efficient Data Entry skills with 8 years of experience in data organization, proofreading and word processing. Multi-talented in smoothly handling office administration support tasks. Team player works to support group efforts to meet critical deadlines. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Tier 2 Customer Service Representative
State Of Washington Employment Security Department
09.2023 - 12.2023
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded ESD technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
Research Specialist
WCG IRB
11.2021 - 02.2023
- Monitored research data to assess accuracy, validity and integrity.
- Adapted work process and methods based on findings and literature review with limited supervision.
- Communicated outcomes and results of research to sponsors.
- Guided technical programs and administrative activities in research settings and integrated quality assurance and safety programs.
- Implemented modifications and quality control measures to influence research conclusions.
- Conducted document review, organization and quality control of data acquisition to draw relevant conclusions and direct research activities.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Prepared, rewrote, and edited pieces to improve readability on Consent forms
- Checked reference sources to verify dates, and facts.
- Edited and reviewed content for grammar, spelling and punctuation.
- Proofread, edited and evaluated final copy to verify content aligned with established guidelines.
- Created and maintained data entry logs to track data entry activities.
- Followed data entry protocols, rules and regulations.
- Created spreadsheets for more efficient recordkeeping.
- Maintain work logs/reports as required by management
- Ability to detect errors in typing, spelling, grammar, syntax and punctuation
AP Vendor Setup Specialist/Payor Contracting
ISR/DaVita
12.2017 - 10.2021
- Maintained organized work area by cleaning and removing hazards.
- Made sure that products were produced on time and are of good quality.
- Met production targets and tight deadlines by collaborating closely with team members.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
- Inspected finished products for quality and adherence to customer specifications.
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
- Receives Vendor paperwork and perform the following checks.
- Reviews to determine W9 tax classification.
- Confirms TIN matching.
- OIG/SAM site for exclusionary suppliers.
- Invoices review for vendor type.
- Validates address for USPS.
- Confirms ACH banking.
- Contributes updates to the Vendor Set-up Manual and training materials.
- Corresponds with vendors and field personnel.
- Provides guidance on policies and procedures regarding vendor master maintenance.
- Maintains high accuracy level on all vendor/ACH set up entries.
- Makes corrections resulting from weekly audits.
- Prioritizes based on the team/department needs.
- Multitasks and meet deadline.
- Adapts to the day-to-day and unexpected situations.
- Other duties and responsibilities as assigned including but not limited to.
- Work overtime with little or no notice as needed.
- Attend team meetings, phone conferences, and training as needed.
- Know, understand, and follow governmental regulations, teammate guidelines, and all other DaVita policies.
- Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position.
- Research and review contract language as needed
- Provide language strength analyses as needed
- Respond to inquiries on facility contracting from internal and external sources
- Prepare ad send official notices to payors per contractual requirements
- Participate in meetings with other departmental teams and committees as necessary to facilitate solutions on Payor issues
- Evaluate and report key performance metrics to department management
- Provide recommendations to improve policies, procedures, and performance
- Closely monitored and evaluated contract performance to determine regulatory compliance and necessary amendments.
- Provided exceptional customer service to diverse clientele even in high-stress environments.
- Created and prepared specific contracts to present to senior management.
- Assisted contract and legal professionals to address contract issues and developments.
- Conducted quality reviews and monitored contract performance.
- Maintained digital and paper and contractual files, ensuring compliance with regulatory mandates and company policies.
- Facilitated communication between involved parties to enable timely contract sign-off.
- Stored and filed contract documents in orderly, organized systems.
- Prepared and issued reports on contract performance and compliance.
- Maintained files and documentation in accordance with company policy and accepted accounting practices.
- Reconciled vendor statements and researched and corrected discrepancies.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Entered figures using 10-key calculator to compute data quickly.
- Streamlined daily reporting information entry for efficient record keeping purposes.
Appointment Clerk
Humana Government Business – Humana Inc, Patient
03.2016 - 06.2017
- Appointment Scheduling for Active Duty, Retired, and Family Members in the Puget Sound Area
- Created Urgent Care Referrals outside of Military Base
- Worked with CHCS and DEERS database
- Booked and canceled appointments for regular and specialty clinics on Military Base around Puget Sound
- Group O - call center agent (Seasonal
- Answered approximately 20-30 calls per 4 hr shift regarding appointment requests, concerns and inquiries.
- Documented all calls and inquiries in computer system.
- Provided accurate information and answered any questions regarding services or products.
- Set appointments with customers based on individual convenience.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with international laws.
- Confirmed appointments, communicated with clients, and updated client records.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Call Center Agent
Group O / AT&T
04.2014 - 05.2015
- Took calls regarding customers inquiries about their, Rewards Cards
- Excellent problem solving skills
- Provided satisfactory and outstanding customer service
- Worked in both busy and quiet environments
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promptly responded to inquiries and requests from prospective customers.
FAA HEA Customer Service Rep
Kelly Temporary Services/ State Of Arizona
04.2013 - 01.2014
- Health-E-Arizona Call Center
- Follow and apply the FAA Policy manual guidelines
- Navigate AZTECS, One-E-App, Health-E-Arizona and OnBase
- Put together unmatched faxes and completing CR 315, CR 300, MR 512 and MR 509 reports
- Interact with customers in person and by phone, and utilized computerized system
- Responsible for clarifying information needed to make case determinations
- Input /process customer case information
- Utilize information found in program manuals and Enforce local, state and Federal Rules, Policies and Procedures
- Monitor calls for the call center
- During these calls I make sure that the policy and procedures are followed according to the FAA guidelines
- During these calls cases for eligibility for State sponsored programs such as Food Stamps, Cash Assistance and Medical Assistance are completed.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Education
HS Diploma -
Beulah Mountain Christian Academy
2012
Christian Education - Christian Studies
Bible Missionary Institute
Rock Island, IL05.2015
Skills
- Type 40 WPM and 10-Key
- Desktop Support
- Videoconferencing
- Application Support
- Fast Learner and great team player
- Excellent communication and listening skills
- Data Entry
- User Support
- User Credential Management
- Systems Analysis
- Performance Testing
- Data Recovery
- Scheduling
- Complaint Resolution
- Appointment Scheduling
- Call Management
- Data Collection
- Product Knowledge
- Paperwork Processing
- Account Updating
- Report Generation
- Office Equipment Proficiency
- CRM System Proficiency
- Call Triaging
- Team Development
- Problem Resolution
- Microsoft Excel
- Clerical Support
- Microsoft Outlook
- Key Holder Experience
- Prioritization
- Computer Proficiency
- Proofreading
- Critical Thinking
- Microsoft PowerPoint
- Account Management
- Call Center Operations
- Administrative Support
- Document Control
- Active Listening
- Spreadsheets
- Quality Control
- Documentation
- Conflict Resolution
- Research
- Medical Terminology Knowledge
- Proofreading
- Word Processing
- Data Accuracy
- Data Security
- Meticulous Attention to Detail
- Maintains Confidentiality
- Filing and Data Archiving
- Document Preparation
- Invoice Processing
- Record Preparation
- Strong Problem Solver
- Document Scanning
- Advanced Excel Spreadsheet Functions
- Acquisitions
- Contract Development
- Contracting Policies and Regulations
- Fact-Finding and Investigations
- Regulatory Compliance
- Research and Analysis
- Contract Compliance
- Document Translation
- Cultural Awareness
- Verbal and Written Communication
- Editing Skills
- Fluent in Spanish
Languages
Spanish
Native or Bilingual
Timeline
Tier 2 Customer Service Representative
State Of Washington Employment Security Department
09.2023 - 12.2023
Research Specialist
WCG IRB
11.2021 - 02.2023
AP Vendor Setup Specialist/Payor Contracting
ISR/DaVita
12.2017 - 10.2021
Appointment Clerk
Humana Government Business – Humana Inc, Patient
03.2016 - 06.2017
Call Center Agent
Group O / AT&T
04.2014 - 05.2015
FAA HEA Customer Service Rep
Kelly Temporary Services/ State Of Arizona
04.2013 - 01.2014
HS Diploma -
Beulah Mountain Christian Academy
Christian Education - Christian Studies
Bible Missionary Institute
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