Jessica Flores
San Antonio,TX
Summary
Diligent and driven, consistently surpassing all company benchmarks with a zeal for excellence. Eager to ascend into a leadership position, leveraging a robust work ethic and a comprehensive background in finance, employee relations, and collective bargaining.
Overview
24
24
years of professional experience
Work History
Revenue Management Representative
AT&T Inc
08.2000 - Current
- Address customer complaints and queries in line with company guidelines.
- Monitored payments for unresolved or pending claims and engaged with relevant entities to expedite payment collection.
- Investigated denials or incomplete payments, collaborating with stakeholders to review claims and ensure prompt resolution.
- Developed strategies for customer support aimed at enhancing customer loyalty.
- Employed both inbound and outbound calling methods to strengthen and expand client connections.
Manager Support
AT&T Inc
03.2002 - 10.2022
- Drive and monitor complex escalations from initiation through resolution by developing success-driven plan while leading cross-functional team with customers and internal key stakeholders.
- Contribute to projects, initiatives, and workstreams led by other senior team members.
- Restore the customer's confidence in AT&T and AT&T's products through effective listening and communications skills.
Union Representative
Communications Workers Of America (CWA) Local 6201
01.2010 - 11.2017
- Promote maximum involvement for members in union activities maintaining high focus on collective bargaining process.
- Ensure strong team building and communication skills while maintaining direct approach to problem solving at lowest level possible.
- Ensure responsible administration of labor relations practices & procedures, benefits, safety protocols and provide employee assistance for union employees.
- Engage management in representation of union employees in order to successfully resolve attendance issues and other work specific issues with minimal grievances.
Training Assistant
AT&T
11.2003 - 01.2004
- Gather and organize all materials in effort to support specific and structured lessons.
- Trained and mentored 35 new employees to fulfill various roles.
- Provided coaching and mentoring to employees.
- Plan and execute activities to promote collections, customer experience and human connection development
Education
Management Development Program -
AT&T University
San Antonio, TX11.2023
MS Office, Word, Excel- General Technology -
Nashville Community College
Nashville, TN2014
Skills
- Proficient in guiding and inspiring team members towards achieving company objectives
- Skilled in utilizing Microsoft Office suite, including Excel and PowerPoint, to enhance productivity and presentation efficacy
- Demonstrates strong leadership and team management capabilities, adept at orchestrating team efforts to meet project goals
- Expertise in navigating and resolving intricate challenges through innovative solutions
- Meticulously attentive to details, ensuring high-quality outcomes in all tasks
- Fluently bilingual, with the ability to communicate effectively in both English and Spanish, broadening communication reach and inclusivity
Accomplishments
- MDP- Graduate 2023
- Achieved performance and process changes by collaborating with AT&T Raise your hand.
- Recognized by leadership as YTD Top Performer
Timeline
Union Representative
Communications Workers Of America (CWA) Local 6201
01.2010 - 11.2017
Training Assistant
AT&T
11.2003 - 01.2004
Manager Support
AT&T Inc
03.2002 - 10.2022
Revenue Management Representative
AT&T Inc
08.2000 - Current
Management Development Program -
AT&T University
MS Office, Word, Excel- General Technology -
Nashville Community College
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