Jalena Villafranco
Gardena,California
Summary
Results-driven IT Service Manager with a Master's in Information Systems and extensive experience in team leadership and IT service management. Demonstrated success in overseeing IT systems, enhancing business outcomes through process improvement, and delivering high-quality service to cross-functional teams. Core competencies include technology implementation, business analytics, and project management, aimed at driving innovation in healthcare solutions.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager
Quality Poultry Products
Belize
12.2023 - 12.2024
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Supervised daily operations, including scheduling shifts and assigning duties.
- Collaborated with cross-functional teams to develop and implement IT solutions, improving operational efficiency by 95% through process optimization and troubleshooting.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted remote diagnostics to identify and solve technical problems.
- Evaluated software or hardware to recommend improvements or upgrades.
- Provided escalated support for system issues, identifying and addressing challenges to improve overall IT service delivery.
- Troubleshot hardware issues, and worked with service providers to facilitate repairs for end users.
- Installed and performed minor repairs to hardware, software, or peripheral equipment.
Office Manager
Agape Family Enrichment Center
01.2017 - 03.2022
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Controlled finances to lower costs and keep business operating within budget.
- Managed office operations while scheduling appointments for department managers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Coordinated special projects and managed schedules.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained processes and technology roadmap to achieve business objectives.
- Monitored system performance and identified areas of improvement.
- Maintained up-to-date knowledge of relevant technologies and equipment used in the organization.
Work From Home Technical Support
SITEL
08.2020 - 03.2021
- Attended virtual department meetings, contributing to ongoing improvement initiatives, and addressing emerging performance concerns.
- Developed customer service processes to improve customer satisfaction.
- Provided empathetic and amiable communications to callers in stressful situations, to support constructive outcomes and satisfactory resolutions.
- Assisted clients with product questions to facilitate the online ordering process.
- Followed up with online price quotes via email and phone to answer questions and close sales.
- Engaged with service providers to address and resolve hardware concerns.
- Identified potential areas for improvement in existing products or services.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
Billing Analyst
Agape Family Enrichment Center
Las Vegas, NV
02.2017 - 03.2022
- Utilized various software programs to process customer payments.
- Processed vendor and supplier payments on weekly basis.
- Audited and corrected billing and posting documents for accuracy.
- Used data entry skills to accurately document and input statements.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Created reports to track progress of billing activities.
- Assisted in the preparation of monthly financial statements.
- Researched and resolved billing issues with customers.
- Processed credit card payments for customers.
Customer Service Representative Work From Home
TTEC
03.2019 - 02.2020
- Documented and detailed calls and complaints using call center's CRM database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Front Desk Clerk
Agape Family Enrichment Center
01.2013 - 01.2017
- Maintained transaction security by verifying payment cards against identification.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Resolved customer problems and complaints.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
Master of Science - Information Systems Technology
University of Phoenix
Tempe, AZ07-2025
Bachelor of Science - Business Administration And Management
University of Phoenix
Tempe, AZ07.2023
Associate of Arts - Business
University of Phoenix
Tempe, AZ01.2021
High School Diploma -
Shadow Ridge High School
Las Vegas, NV06.2012
Skills
- IT Incident Management
- Leadership and Team Management
- Process Improvement
- Project management abilities
- Adaptability and flexibility
- Product and Service Knowledge
- Customer Needs Assessment
- Policy and Procedure Adherence
- Diagnostic Codes
- Medical Billing Code Accuracy
- Maintain Patient Confidentiality
- Paperwork Processing
- Patient Information Verification
- Good Listening Skills
- Technical troubleshooting
Certification
- biofeedback technician, , Agape Family Enrichment Center - 01/2018 -04/2021
- Certificate of Small Business Management and Entrepreneurship.
- TEFL/TESOL Certificate
Timeline
Assistant Manager
Quality Poultry Products
12.2023 - 12.2024
Work From Home Technical Support
SITEL
08.2020 - 03.2021
Customer Service Representative Work From Home
TTEC
03.2019 - 02.2020
Billing Analyst
Agape Family Enrichment Center
02.2017 - 03.2022
Office Manager
Agape Family Enrichment Center
01.2017 - 03.2022
Front Desk Clerk
Agape Family Enrichment Center
01.2013 - 01.2017
Master of Science - Information Systems Technology
University of Phoenix
Bachelor of Science - Business Administration And Management
University of Phoenix
Associate of Arts - Business
University of Phoenix
High School Diploma -
Shadow Ridge High School
- biofeedback technician, , Agape Family Enrichment Center - 01/2018 -04/2021
- Certificate of Small Business Management and Entrepreneurship.
- TEFL/TESOL Certificate
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