ALMA VASQUEZ
alievas27@gmail.com
925-234-6032


PERSONAL PROFILE
Experienced and highly-motivated professional with a passion for creative work. Skilled in communication, time management, collaboration and problem solving with a demonstrated history of working in roles that require critical thinking and attention to detail. A team player who leverages best resources to focus on customer needs and solutions. Constantly learning new technology and teaching peers. Friendly and quick-to-learn, and always willing to take on new challenges.


EMPLOYMENT HISTORY


Client Services
Kyo
November 2021 – Present
- Conduct consultations with potential clients.
- Collaborate with Regional Directors to ensure new clients get a smooth enrollment transition.
- Respond to customer inquiries, concerns, and company information.
- Handle Spanish-speaker intake calls.
- Collect onboarding documentation in a timely manner to initiate services.
- Verify policy eligibility and process authorization requests.
- Exceed team goals and collaborate with staff members to implement customer service initiatives.
- Recognized for high productivity and creative problem solving that provides outstanding customer service.
- Built custom Gemini Gem Agents to extract data from client agreements, diagnosis reports, insurance cards, and authorization letters into CentralReach, reducing processing time from 30+ minutes to 20 minutes per client (about 30% time savings; up to 104 hours per year).
- Support insurance follow-ups, authorization issues, insurance switches, CentralReach profile setups, BCBA assignments, releases of information (ROI), and treatment requests.


Accounts Payable
CED, Consolidated Electrical Distributors, Inc.
April 2018 – June 2019
- Managed front office operations, phones, and call routing.
- Answered customer and internal email.
- Updated and maintained accounting journals, ledgers, and other records detailing financial business transactions.
- Responsible for managing customer accounts and information; established new accounts.
- Reconciled records with internal company employees and management for vendors and customers.
- Processed accounts receivable.
- Provided credit references to external vendors.
- Processed personal and business credit verifications for new customers.
- Processed customer credit reports, credit approvals, and customer referrals.


Customer Service Representative
Wells Fargo, Global Remittance Department
March 2014 – February 2018
- Monitored customer satisfaction in all company products and services.
- Assisted in problem solving and brainfacrming solutions to existing concerns.
- Collaborated with supervisor to provide training for new team members.
- Assisted special projects team from Operations Department.


Customer Service Representative
Party City E-Commerce Team
January 2010 – February 2014
- Assisted Spanish-speaking customers and escalated incoming phone calls.
- Monitored, organized, and coached a team of five associates.
- Collaborated with cross-functional departments related but not limited to products, receiving, inventory control, shipping, distribution, and warehouse supplies.
- Arranged and coordinated large-dollar shipments within the U.S. with extreme time constraints.
- Implemented product best practices to ensure optimal performance.
- Provided on-call technical assistance and support to personnel in various facre locations regarding production systems and problem solving.


Customer Service Representative
Wells Fargo, Global Remittance Department
September 2008 – December 2009
- Monitored customer satisfaction in all company products and services.
- Assisted in problem solving and brainfacrming solutions to existing concerns.
- Collaborated with supervisor to provide training to new team members relating to cancellations, amendments, and escalation procedures.
- Assisted with special projects from Operations Department.


Administrative Assistant
PESTEC Corporation
August 2007 – July 2008
- Provided information about services, company background, and philosophy to prospective clients and the public at large.
- Processed new client applications and opened new accounts.
- Managed and maintained the calendar for all technicians for site inspections, monthly visits, and follow-up appointments.
- Composed weekly reports regarding client service activities.
- Monitored and attended a multi-line phone system while maintaining a telephone record log and records of client/public inquiries.


SKILLS & ABILITIES
- Motivated, well-disciplined individual
- Finds joy in assisting others
- Proven time management and organizational skills
- Bilingual in English and Spanish (oral and written)
- Team player
- Online marketing
- Social media management


INTERESTS AND HOBBIES
I am interested in studying technology. Currently, I am teaching myself how to develop websites. I also enjoy reading and drawing.