Versatile Professional in QA, Sales & Support
Resume:
Jessica Guerrero
Professional
Hampton, VA *****
********.**********@*****.***
Professional Summary
Quality Assurance, Sales, Technical Support, Customer Service Expert, Home Healthcare Operations, Career/Employment Counseling, Case Management, Office and Call Center Supervisory/Management of 100+ employees, Client Coordination, Call Center Operations, Public Speaking, Public Employer Presentations, Communications, Troubleshooting, Computer Operations, Billing Explanations, Computer Hardware Repair, Microsoft Office Programs, Outlook, Excel, Email, Internet Research, Sales, Healthcare Office Operations, Schedule Organization/Planning, Accounting, Credit Analysis Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Tech Advisor
Conduent
May 2020 to Present
• answering and resolving advanced product technical-support questions received from customers.
• responsible for ensuring call resolution in a timely manner
• meeting average handle time requirements for the program
• maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction.
• provide suggestions and options to the customer based on their needs.
• up selling features/products to help the customer as much as possible. Accounts Manager
Brickesanna Construction-Camden, DE
January 2018 to May 2020
• Review and approve proposals or requests, providing supporting material.
• Set up, process, retire, and archive client records, including orders and tracking of all contact.
• Interact directly with clients and build positive relationships.
• Interact with multiple businesses in the entire state of Delaware
• Attend meetings and presentations
• Negotiate contracts with businesses and clients
• Conduct business with businesses via phone, email, and in person to obtain business contracts Client Service Supervisor
Epic Health Services-Milford, DE
April 2015 to January 2018
• Maintain a current awareness of the abilities and limitations of each field/external staff member.
• Demonstrate good managerial judgment in assigning duties appropriate to each individual.
• Consistently counsel field/external staff members to provide exceptional customer service.
• Demonstrate a thorough knowledge and adherence to the policies and procedures of Epic, holds nurses accountable for carrying out all non-clinical policies and procedures as outlined in the manuals.
• Maintain an active involvement in issues of cost containment; effectively utilizes nurses when assigning cases.
• Manage the Nurse/Client relationship to determine the skill set and demeanor needed to provide the utmost care to the client and client family.
• Responsible for the external recruitment and staffing operations of the office. Customer Account Executive/Sales
Cox Communications-Chesapeake, VA
December 2012 to August 2014
• Enter and update proper records of sales and order information
• Have a thorough knowledge of the competitors to show customer how our products are superior
• Explain and demonstrate to customers what they are offering is worth buying
• Describe the products use and quality in details
• Place orders for the client and also deals with complaints and resolution to install issues
• Meet monthly goals for the department
Bilingual Case Manager
Telamon Corporation-Norfolk, VA
February 2009 to December 2012
• Assist clients in finding and benefiting from community resources for training and job placement opportunities, and supportive services consistent with the employability development plan
• Manage office operations, schedule outreach events, and maintain accurate records for corporate office easy access
• Disseminate information about programs services, recruits clients, and accepts referrals
• Determine eligibility and provides services or referrals to meet immediate, non-training related needs
• Teach Bilingual basic computer classes at ESCC
• Assist clients in evaluating employability options and setting employment objectives
• Allocate available funds and other resources to effectively manage caseload
• Process information for necessary record keeping and reporting, using applicable systems and procedures
• Enroll and provide services to eligible clients
Administrative Assistant
Blue Heron Realty Co-Machipongo, VA
March 2005 to February 2009
• Assist every Licensed Agents in the office with everyday tasks
• Train Agents on new software and hardware
• Responsible for all mailings to all clients and potential clients
• Assist in new projects, researches, listings, contracts, etc.
• Repair computer hardware and software malfunctions
• Troubleshoot software
Customer Service Rep
COMCAST CABLEVISION-Philadelphia, PA
December 2002 to February 2005
Philadelphia, PA
• Assist customer with their billing needs
• Take payments using correct method
• Tech support when needed for customer cable television issues
• Assist supervisor when needed as Acting Supervisor
• Advise customer of correct package for their cable needs Education
Business (Associates Degree in Business)
Saint Leo University
Skills
• Writing skills
• Talent Acquisition
• Benefits Administration
• iOS
• Data Entry
• Mentoring
• Quality control
• Interview
• Salesforce
• Front Desk
• Editing
• Client Service Supervior (2 years)
• Computer Software (10+ years)
• Recruiting
• Taleo
• Home Care
• LAN
• Human Resources Management
• Workforce Development
• Performance Management
• Human Resource
• Homecare
• Office Operations (10+ years)
• Credit Analysis
• Natural language processing
• Case Management (4 years)
• Project Management
• Firewall
• Contract Negotiation
• Transcription
• Medical office experience
• Microsoft Word (10+ years)
• Computer Networking
• TypeScript
• Google Suite
• HR Sourcing
• Workday
• Sales
• SharePoint
• Employee Orientation
• Time management
• English
• Construction Experience
• Customer support
• Customer service
• Medical receptionist
• Event Planning
• Home Health
• Computer skills
• E-commerce
• Epic
• Bilingual
• PeopleSoft
Certifications and Licenses
driver's license
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