Jesse L. Gutierrez-Villanueva

***** ****** ******, *********, ** 93535 - 626-***-****

ad3zz3@r.postjobfree.com

Qualifications / Skills

Inbound Call Management

Quality Control

** *** ****** *****

Data Entry

Order Processing

Medical terminology knowledge

CRM Software

Follow-up skills

Customer Service

Remote Office Availability

Data Management

Training development aptitude

Microsoft Office

Chat and Email experience

Experience

August 2021 - Present Credit9 Irvine, CA

Client Service Representative

Work from home position.

Assisted clients via chat and email.

Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.

Provided comprehensive training to new hires, ensuring consistent quality across the team’s services offerings.

Maintained and managed customer files and databases.

Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Increased customer retention rates through personalized follow-ups and timely resolution of concerns. April 2020 - August 2021 Amazon Glendale, CA

Whole Foods Market Shopper

Selected the best-quality perishable items such as meat and produce.

Verified each item matched order sheet's description.

Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.

Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.

Consistently met deadlines and quality goals for accuracy and timeliness. May 2019 - November 2020 AAA Institute El Monte, CA Adult Education Instructor

● Known for enthusiastic and “above-and-beyond” commitment to maximize student’s learning outcomes and success.

● Skillfully instructs both in class and online training modules.

● Creates daily lesson plans and course syllabus to meet academic accreditation requirements, as well as intellectual and social development.

● Applies positive reinforcement methodology to redirect negative behaviors and motivate students.

● Effectively mentors and motivates students with personalized one-on-one assistance. September 2017 - November 2020 Eagle Rock College Los Angeles, CA Medical Biller/Coder Instructor

● Effectively provided real world Medical Billing and Coding examples to benefit class instruction.

● Proactively prepared daily lesson plans and course syllabus for each of the modules of the program.

● Conducted small group and individual classroom activities for up to 5 students based on differentiated learning needs. January 2020 – March 2020

Mela Group Inc.

Long Beach, CA

Distributor

Provided free mobile phones to individuals who are low-income or on a government sponsored program.

Identified customers' needs and provided information on appropriate products to promote cross-selling.

Paid Internship in training for Leadership and Management.

Worked with team members to meet daily and weekly quota of phone distributions. January 2018 – January 2019

Focus Financial Association, LLC

Burbank, CA

Medical Biller/Coder

Extensively followed-up on 30+ daily insurance calls and accurately processed EMRs

Verified each claim prior to submission to ensure a high rate of “clean claims.”

Thoroughly uploaded and constructed medical claim records and created Superbills using Office Ally, Zirmed, and Medisoft

Meticulously cross-referenced and filed appeals for denied claims including PPO/HMO, Medi-Cal, Medicare, Aetna, and Blue Cross/Blue Shield

Successfully trained interns and new hires.

Reduced claim denials by meticulously reviewing patient insurance information and coding practices.

Organized filing system for patient records, expediting access to essential documents when needed.

Filed and updated patient information and medical records. November 2016 - October2017

Lyft Driver

Los Angeles, CA

Driver

Part time driver while attending school.

Ensured the safety of the customer(s) as priority.

Utilized customer service skills to maintain a positive customer experience.

Minimized liability by consistently following road rules when driving.

Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.

Achieved consistent safety targets by adjusting driving to different road and traffic conditions, balancing loads, and avoiding dangerous driving actions.

February 2016 – October 2016

Hulu

Santa Monica, CA

Viewer Experience Advocate

Work at home position.

Promptly responded to inquiries and requests from prospective customers.

Investigated and resolved customer inquiries and complaints quickly.

Educated customers about billing, payment processing and supporting policies and procedures.

Exhibited high energy and professionalism when dealing with clients and staff.

Met customer call guidelines for service levels, handling time and productivity.

Maintained up-to-date knowledge of product and service changes.

Assisted with technical support for various platforms. May 2015 – February 2016 Travcoa El Segundo, CA

Product Specialist

Prepared detailed trip information.

Communicated detailed information to hotels to ensure that clients receive a seamless and customized experience.

Provided clients with personalized Itinerary Booklet of their trip details.

Mailed personalized package with enclosed documents necessary for their trip.

Gathered and forwarded documents to Travel Directors with important details of the tour.

Managed and ordered office inventory.

October 2008 – May 2015

Wescom Credit Union

Pasadena, CA

Telephone Service Representative

● Maintained and met all Quality and Assurance goals.

● Assisted member account inquiries via phone, email, and chat.

● Problem solved any issues the member may have regarding their account or credit. .

● Actively listened to member queues to offer loan products.

● Worked with Loan Officers to forward members who may qualify for loan products.

● Educated member of credit union policies, procedures, and regulations.

● Offered Technical Support for members on computer and mobile platforms.

● Beta tested mobile applications and online services prior to being released. April 2006 – October 2008

Citibank

Pasadena, CA

Personal Banker

Opened new accounts (Checking, Savings, and Money Markets)

Processed new loan applications (Credit Cards, Personal Loans/Lines, and HELOCs)

Tracked and processed customer account requests and applications.

Explained account terms and conditions to customers.

Backed up teller team by handling needs of new and existing customers at main counter.

Taught a Fraud Prevention class for Pasadena Housing Department as part of Community Relations. November 1995 – April 2006 Lighthouse Christian Bookstore Pasadena, CA Assistant Manager

Developed strong working relationships with staff, fostering a positive work environment.

Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Supervised day-to-day operations to meet performance, quality and service expectations.

Increased sales through effective merchandising strategies and targeted promotions.

Managed inventory levels to minimize stockouts while reducing overhead costs.

Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.

Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Facilitated clear communication between employees and upper management through regular meetings and updates. July 1993 – January 1996 East Los Angeles Occupational Center Los Angeles, CA Switchboard Operator

Administrative assistant duties including taking messages, filing, correcting papers, typing letters, copying, faxing.

Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.

Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller’s needs.

Announced important information and emergency notifications over PA system.

Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.

Assisted colleagues with achieving task requirements, aiding team productivity and performance.

Directed incoming calls to internal personnel and departments, routing to best-qualified department.

**References are available upon request. **

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