Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Solano

Jessica Solano

Phoenix,AZ

Summary

Highly motivated , highly Skilled and results-driven credit specialist with 9+ years of experience in Customer Service collections, technical support, and Bilingual in English and Spanish with a proven track record of providing exceptional support to clients. Proficient in Excel, PowerPoint, Slack CRM, Outlook, express Script, troubleshooting, Microsoft, Teams , and navigating multiple systems.

Engaging Enrollment Specialist with an excellent background in pre enrollment services. Responsible, communicative and dedicated to accurately and efficiently processing enrollment applications. Specialties include data entry, handling irate customers and actively promoting companies.

Overview

11
11
years of professional experience

Work History

Pre Enrollment Specialist

Willis Towers Watson
Tempe, AZ
09.2023 - Current
  • Reviewed applications for accuracy before submitting them for approval.
  • Listened to and understood customers' needs, explained and discussed options and outlined best-fit services.
  • Prepared reports on enrollment statistics and discussed how to improve enrollment procedures during team meetings.
  • Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
  • Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
  • Developed appropriate quotes based on risk information.

Home Based Credit Specialist

Target
Tempe, AZ
06.2022 - 03.2023
  • Assisted customers with RedCard debit card inquiries, payments, and collections matters
  • Successfully handled inbound calls and maintained compliance with legal requirements
  • Developed strong rapport with customers, resulting in de-escalation of difficult situations.

Credit Specialist

iQor
Phoenix, AZ
08.2021 - 02.2022
  • Reviewed and approved credit applications for Verizon, maintaining meticulous records
  • Analyzed financial documents, such as Tax Returns and Pay Stubs, for loan applications
  • Demonstrated precision in a high-volume environment, ensuring accuracy in credit evaluations.

Retail Sales Associate

Victoria's Secret
Tucson, AZ
09.2021 - 01.2022
  • Provided excellent customer service, assisting shoppers, and handling cashier duties
  • Assisted with inventory management and stock replenishment.
  • Assisted customers with finding the right product for their needs.
  • Provided product information and answered customer questions.

Healthcare Call Center Representative

Alorica/Express Scripts
Tucson, AZ
03.2020 - 02.2021
  • Responded to inbound calls, helping elderly members with prescription needs
  • Coordinated prescription refills with doctors and addressed insurance coverage inquiries
  • Handled multiple calls efficiently while maintaining a high level of customer satisfaction.

Technical Support Representative

CustomerContactChannels
Tucson, AZ
12.2017 - 11.2019
  • Provided technical support through inbound calls, troubleshooting internet connectivity
  • Navigated multiple systems to resolve technical issues and de-escalate customer concerns.

Collections Specialist

Citibank Financial
Tucson, AZ
02.2018 - 11.2018
  • Communicated with customers to set up suitable payment plans and successfully collected outstanding payments
  • Offered payment alternatives to prevent accounts from reaching hard collections status, prioritizing customer satisfaction
  • Managed multiple accounts with diverse credit card portfolios.
  • Reviewed delinquent accounts and contacted customers via phone, email or mail to negotiate repayment terms and payment arrangements.

Customer Service Representative

Coworx Staffing
Tucson, AZ
03.2013 - 01.2016
  • Responded to inbound calls for AT&T and DIRECTV, expertly guiding customers through billing inquiries and general customer service needs
  • Provided technical support for DIRECTV services and activated
  • SIM cards, ensuring smooth customer experiences
  • Verified shipping details for customer phones, demonstrating meticulous attention to detail.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

GED -

Primavera Online School
12.2017

Skills

  • RETAIL (2 years)
  • Tech Support (2 year)
  • Warehouse (Less than 1 year)
  • POWERPOINT (8 years)
  • Sales
  • Bilingual
  • CUSTOMER SERVICE (10 years)
  • Troubleshooting (2 years)
  • EXCEL (9 years)
  • Spanish
  • Call Center (9 years)
  • Software troubleshooting
  • Troubleshooting
  • Slack
  • Express Script
  • CRM
  • Microsoft teams
  • Remote 5 Years
  • Customer Service Background
  • Customer Engagement
  • Customer Billing
  • Billing Inquiries
  • Customer Follow-Up
  • Customer Account Review
  • Credit History Analysis
  • Insurance Eligibility
  • Billing Procedures
  • Policy Adjustment Knowledge
  • Healthcare Common Procedure Coding System HCPCS
  • Call Center Customer Service
  • Customer Complaint Resolution

Timeline

Pre Enrollment Specialist

Willis Towers Watson
09.2023 - Current

Home Based Credit Specialist

Target
06.2022 - 03.2023

Retail Sales Associate

Victoria's Secret
09.2021 - 01.2022

Credit Specialist

iQor
08.2021 - 02.2022

Healthcare Call Center Representative

Alorica/Express Scripts
03.2020 - 02.2021

Collections Specialist

Citibank Financial
02.2018 - 11.2018

Technical Support Representative

CustomerContactChannels
12.2017 - 11.2019

Customer Service Representative

Coworx Staffing
03.2013 - 01.2016

GED -

Primavera Online School

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Jessica Solano