Jessica Saenz
Mission,TX
Summary
Experienced customer support professional with a strong foundation in high-volume contact center operations. Skilled in supporting customers through complex situations, maintaining service quality, and collaborating with peers and leadership during live shifts. Motivated to grow into a Contact Center Lead role to help support consistent operations and positive customer experiences.
Overview
15
15
years of professional experience
Work History
Customer Support Specialist (Remote)
Mood
03.2025 - Current
- Serve as a primary support resource for customers across phone, chat, and email in a high-volume, remote contact center environment.
- Support customers with complex or sensitive concerns by applying empathy, clear communication, and policy knowledge to reach appropriate resolutions within role guidelines.
- Collaborate with peers and leadership during live shifts by sharing information, asking questions, and following established workflows to support service levels and response times.
- Balance individual productivity and service quality while consistently meeting performance expectations and key service metrics.
- Process refunds and store credits in accordance with company policies, ensuring accurate documentation and appropriate follow-up.
- Observe and communicate recurring customer questions or issues to leadership or designated channels to support continuous improvement.
- Utilize Salesforce and internal tools to document cases thoroughly, protect customer data, and ensure compliance with company standards.
- Maintain professional tone, empathy, and brand-aligned communication during emotionally sensitive or high-impact customer interactions.
Account Manager
Nobility RCM
Pharr, TX
12.2020 - 08.2023
- Fostered strong relationships with healthcare providers, optimizing revenue cycle management and enhancing communication channels for efficient problem-solving.
- Demonstrated strong leadership in supervising teams, ensuring efficient account collection, and maintaining accurate billing.
- Oversaw multiple accounts Receivable Agings for several clients ranging in size of 3 provider practices to hospital groups.
- Oversaw daily operations including charge entry, payment posting, reimbursement management, referral intake, insurance verification, claims submission, and AR follow-up.
- Provided leadership and direction to team members, ensuring accuracy, productivity, and compliance with healthcare billing standards.
- Collaborated with internal departments and client stakeholders to resolve complex issues and improve operational workflows.
- Contributed to improved billing accuracy and reduced rework by reinforcing consistent processes and compliance standards.
Elementary Teacher
Newman Institute of the Oratory
Reynosa, Tamaulipas
08.2011 - 06.2019
- Instructed Students on all core subjects in the Texas state curriculum
- Maintained a focused and work-oriented learning environment by upholding solid classroom management; children are provided with clear and consistent direction with an emphasis on school rules and guidelines.
- Developed engaging lesson plans for elementary students, fostering a love for learning and critical thinking skills in diverse subjects.
- Partnered with colleagues to implement innovative teaching strategies, enhancing student engagement and academic performance.
- Provided individualized support to students with diverse learning needs, ensuring inclusive and effective education for all.
- Implemented data-driven assessment techniques, leading to measurable improvements in student comprehension and test scores.
- Integrated technology into daily lessons, creating interactive learning experiences that significantly boosted student participation.
Education
Bachelors Degree - International Business
Universidad Valle De Mexico
Reynosa, Tamaulipas04-2010
High School Graduate - McAllen, Texas
McAllen Memorial High School
McAllen, Texas05.2005
Skills
- Handling Complex Customer Concerns
- Customer Service & Relationship Support
- Policy & Procedure Adherence
- Documentation & Case Reporting
- Scheduling Coordination & Time Management
- Organization & Prioritization
- Problem Solving & Critical Thinking
- Professional Written & Verbal Communication
- Attention to Detail & Accuracy
- De-escalation, Empathy & Patience
- Schedule Adherence & Reliability
- Adaptability in Fast-Paced Environments
- Basic Root Cause Awareness & Issue Identification
- Process Improvement Support
- Peer & Agent Support
- CRM Systems: Salesforce (Customer Support User Level)
- Medical Billing & Practice Management Systems (AdvancedMD, eClinicalWorks, Practice Fusion)
- Electronic Health Record (EHR) Systems (Epic)
- Claims Clearinghouses & Insurance Portals
Languages
English -100%
Spanish-100%
Timeline
Customer Support Specialist (Remote)
Mood
03.2025 - Current
Account Manager
Nobility RCM
12.2020 - 08.2023
Elementary Teacher
Newman Institute of the Oratory
08.2011 - 06.2019
Bachelors Degree - International Business
Universidad Valle De Mexico
High School Graduate - McAllen, Texas
McAllen Memorial High School