Jessica Barraza
HRSS Frontline Support Associate II at GILEAD SCIENCES LTD- Claim this Profile
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Spanish Native or bilingual proficiency
Topline Score
Bio
Dante V.
Jessica is focused and a dedicated person that is always willing to go the extra mile. She is a team player and takes time to analyze a situation before providing the best resolution.
Sorani Robinson
Jessica is an incredibly gifted individual with her bilingual and personalized customer service skills and very thorough, loyal, trusting, competent and responsible qualities. She will be a great asset to any company that is blessed to have her on their team.
Dante V.
Jessica is focused and a dedicated person that is always willing to go the extra mile. She is a team player and takes time to analyze a situation before providing the best resolution.
Sorani Robinson
Jessica is an incredibly gifted individual with her bilingual and personalized customer service skills and very thorough, loyal, trusting, competent and responsible qualities. She will be a great asset to any company that is blessed to have her on their team.
Dante V.
Jessica is focused and a dedicated person that is always willing to go the extra mile. She is a team player and takes time to analyze a situation before providing the best resolution.
Sorani Robinson
Jessica is an incredibly gifted individual with her bilingual and personalized customer service skills and very thorough, loyal, trusting, competent and responsible qualities. She will be a great asset to any company that is blessed to have her on their team.
Dante V.
Jessica is focused and a dedicated person that is always willing to go the extra mile. She is a team player and takes time to analyze a situation before providing the best resolution.
Sorani Robinson
Jessica is an incredibly gifted individual with her bilingual and personalized customer service skills and very thorough, loyal, trusting, competent and responsible qualities. She will be a great asset to any company that is blessed to have her on their team.
Credentials
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North Carolina Insurance Producers License
-Jun, 2016- Nov, 2024
Experience
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GILEAD SCIENCES LTD
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United Kingdom
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Biotechnology
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1 - 100 Employee
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HRSS Frontline Support Associate II
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Aug 2022 - Present
*Resolve HR inquiries via ServiceNow in regards to pay, policy, benefits, leave etc. *Use ADP to review pay stubs and address employee concerns *Troubleshoot any system issues reported by the employee before sending to IT for review *Review documents for upload to the employee file system Workday *Use Workday to review employee information like timesheet, employee history, documents etc. *Triage cases to the appropriate department and colleagues *Collaborate with subject experts if needed to resolve complex employee cases *Create knowledge articles to upload to the company’s knowledge base for future employee self service *Create standard operating procedure documentation for the department *Lead a project to help standardize employee responses in ServiceNow for efficiency within the 3 regions we support America ,APAC,EMEA. *Administrative rights to ServiceNow to make needed changes to KBA’s as needed *Review machine generated translations of KBA in Spanish for grammatical errors before publishing Show less
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e-Emphasys Technologies
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United States
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Software Development
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400 - 500 Employee
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Support Analyst
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Sep 2021 - Jun 2022
*Use ticketing system to communicate with customers via email and phone *Investigate reported customer issues using the live customer environment *Test and attempt to replicate reported issues under the customer test environment *Update the customer on ticket resolution *Set up video call in case I need additional information from customer in English/Spanish *Escalate case to subject experts if needed *Gathering requirements from the customer in case of a change request *Record customer sessions and pass on to subject experts in case of major data correction needed *Point of contact for new employees regarding workflow and work procedures *Create documentation for the teams growing database weekly *Collaborate with multicultural teams and subject matter experts to quickly resolve customer issues *Collaborate with management on how to improve training and current workflow Show less
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Lulu Press, Inc.
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United States
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Book and Periodical Publishing
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200 - 300 Employee
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Customer Experience Advocate
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Nov 2020 - Sep 2021
*Provide authors with information articles regarding project creation using the Lulu software *Troubleshooting any errors reported by customers by impersonating their account using Keycloak *Escalating any platform error to the appropriate team using Click up *Creating automated responses that can be re-used in the future for faster resolution *Train and assist new members of the team with questions in person and via Google meet *Top performer working on average 130+ cases a week with first time resolution being the goal *Sending and providing files to customers as needed via file transfer software *Notifying authors with issues with their projects and providing a resolution that benefits the company and the author. *Occasionally working on special projects that can benefit the productivity of the team Show less
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JAGGAER
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United States
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Software Development
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700 & Above Employee
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Technical Support Analyst
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Jun 2018 - Nov 2020
*Support customers in USA, Canada, Latin America and Europe *Responsible for assisting clients in Spanish if necessary *Support customers in the use of features and functions of JAGGAER technology suite *Understand how customers are using JAGGAER software to provide effective support *Track, manage, and escalate support issues within the team through salesforce *Communicate professionally and effectively with clients and peers to ensure support issues are quickly and efficiently resolved. *Communicate status updates to customers and internal project managers. *Read, analyze, and interpret technical data for spend analytics, e-RFIs, e-RFQs, e-RFPs, and e-auctions. Implement continuous improvements/ standardization to ensure a highly repeatable and consistent process. *Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue. *Ability to create, follow and execute documented procedures *Manage multiple support issues and deadlines simultaneously Show less
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Wells Fargo
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United States
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Financial Services
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700 & Above Employee
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Bilingual Client Support
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Aug 2016 - Apr 2018
*Documented and researched all required information to assist the customer with any loan information and resolved any disputes in Spanish and English language *Respond to customer inquiries while using multiple online computer systems with technical proficiency. *Ability to listen, elicit information efficiently, comprehend and resolve complex customer issues *Strong PC skills including ability to troubleshoot common problems, ability to navigate multiple windows and applications and utilize search tools to find information *Knowledge of Wells Fargo financial products and services *Demonstrated excellent ability to effectively communicate with customers and other companies *Able to keep up with company quality standards *Took an average of 80-100 calls daily Show less
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The Hammock Source
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United States
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Manufacturing
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1 - 100 Employee
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E-Commerce Product Management (dfohome.com)
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May 2015 - Jun 2016
* Product management -Responsible for accurate description of products uploaded to the site -Perform updates on inventory -Receive and process purchase orders -Make decisions based on weekly sales reports * Primary vendor contact -Contacting vendors for potential product acquisition -Contacting vendor to resolve any issues that might arise * Customer support -Answering any questions customers have about products on site -Processing returns -Processing exchanges Show less
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Domestic Fabrics and Blankets Corp
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Medical Equipment Manufacturing
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1 - 100 Employee
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Website Consultant
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May 2015 - May 2015
Domestic Fabrics and Blankets Corp, Website Analyst (http://www.domesticfabrics.com/) May 2015 Evaluated and understood the Domestic Fabrics and Blankets Corp business -Made recommendations via a report to improve website based on business needs -Made cosmetic changes to the Weebly based website following the recommendations given to the owner -Improved the design and structure of the overall look and usability of the website. Domestic Fabrics and Blankets Corp, Website Analyst (http://www.domesticfabrics.com/) May 2015 Evaluated and understood the Domestic Fabrics and Blankets Corp business -Made recommendations via a report to improve website based on business needs -Made cosmetic changes to the Weebly based website following the recommendations given to the owner -Improved the design and structure of the overall look and usability of the website.
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East Carolina University
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United States
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Higher Education
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700 & Above Employee
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Library Assistant
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May 2014 - Aug 2014
Processed the new collection of books donated to Joyner Library Retrieved Boxes and books for patrons Processed the new collection of books donated to Joyner Library Retrieved Boxes and books for patrons
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James Sprunt Community College
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Kenansville, North Carolina
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Spanish Tutor
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Oct 2012 - May 2013
Aid students with learning the correct pronunciation and grammar of Spanish. Provided interactive examples to facilitate learning Aid students with learning the correct pronunciation and grammar of Spanish. Provided interactive examples to facilitate learning
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Cashier/Stock
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Dec 2008 - Apr 2013
Oversaw and organized the domestics department Priced items in the domestics department Changed display items monthly Customer Service Oversaw and organized the domestics department Priced items in the domestics department Changed display items monthly Customer Service
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Rural Empowerment Association For Community Help
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Warsaw, north carolina
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Community Organizer/Assistant
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Aug 2008 - Jul 2012
Organized Duplin county residents to attend awareness meetings every month Recruited high school students to participate in the Sowing Seeds for a Healthy environment apprenticeship program Created documentation and spreadsheets for multiple events Organized Duplin county residents to attend awareness meetings every month Recruited high school students to participate in the Sowing Seeds for a Healthy environment apprenticeship program Created documentation and spreadsheets for multiple events
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Education
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2013 - 2015
East Carolina University
Bachelor of Science in Business Administration, Managment Information Systems -
2010 - 2012
James Sprunt Community College
Associate of Arts (AA)
Community
