1. 5910 CLEARBROOK SAN ANTONIO, TX 78238
PHONE 210.563.5217  FAX 210.684.1040
E-MAIL VERONICAMONIQUE.GARCIA@YAHOO.COM
VERONICA M GARCIA
EMPLOYMENT
April 2014 – Current Aetna San Antonio, Tx
HICS Escalations Senior Health Concierge (A pril 2016)
Fulfillingthis position callsfor importantattributes such as havingstronganalytical,problemsolving,
organizational,timemanagement, verbal and written communication skillswith the ability to multi task.
Also,being customer-focused, a team player and havinga high skilled knowledge in MicrosoftOfficeis
also needed. Responsibilities thatarecovered daily involvebutarenot limited to researchingmember
information by effectively usinginternal technical tools and reference materials in response to escalated
inquiries fromvarious sources to ensure compliancewith plan,state and federal guidelines.This is
completed by investigating,analyzing,takingresponsibility for followingthrough, maintainingcomplete
accuratedocumentation of research, outcomes and all customer interactions to resolvethe outstanding
issues.Other duties areperformed as required and/or requested by management, such as assistingin
creatinga RCA (Root Cause Analysis) project,utilized as a SME (Subject Matter Expert), as sistingin the
development of trainingmaterials for updated processes and facilitatingtraining.Additionally serveas a
back up for the priority caseteam and/or supervisors when requested.
HICS Escalations Health Concierge (September 2015)
Fulfilling this position callsfor importantattributes such as havingstronganalytical,problemsolving,
organizational,timemanagement, verbal and written communication skillswith the ability to multi task.
Also,being customer-focused, a team player and having a high skilled knowledge in MicrosoftOfficeis
also needed. Responsibilities thatarecovered daily involvebutarenot limited to researchingmember
information by effectively usinginternal technical tools and reference materials in responseto escalated
inquiries fromvarious sources to ensure compliancewith plan,state and federal guidelines.This is
completed by investigating,analyzing,takingresponsibility for followingthrough, maintainingcomplete
accuratedocumentation of research, outcomes and all customer interactions to resolvethe outstanding
issues.Other duties areperformed as required and/or requested by management, such as assistingin
creatingthe RCA (Root Cause Analyst) project, utilized as a SME (Subject Matter Expert), assistingand
facilitatingwith training,as well as participatingin the Senior In Trainingprogram.
HICS Escalations A ssociate Health Concierge (A pril 2014)
Fulfillingthis position callsfor importantattributes such as havingstronganalytical,problemsolving,
organizational,timemanagement, verbal and written communication skillswith the ability to multi task.
Also,being customer-focused, a team player and havinga high skilled knowledge in MicrosoftOfficeis
also needed. Responsibilities thatarecovered daily involvebutarenot limited to researchingmember
information by effectively usinginternal technical tools and reference materials in responseto escalated
inquiries fromvarious sources to ensure compliancewith plan,state and federal guidelines.This is
completed by investigating,analyzing,takingresponsibility for followingthrough, maintainingcomplete
accuratedocumentation of research, outcomes and all customer interactions to resolvethe outstanding
issues.Other duties areperformed as required and/or requested by management. Key performance
criteria includesuccessfully meeting and exceeding accuracy,reliability, productivity,adherence and
quality under established guidelines.

2. 210-563-5217  Veronicamonique.garcia@yahoo.com
Veronica M Garcia
A ssociate Health Concierge (A pril 2014)
This position served as a primary pointof contact for members and providers to assistwith questions and
problem resolution accordingto the rules of the plan contract, by phone. Responsibilities included but
were not limited to communicating with members/providers via telephone, written correspondence, fax,
web and/or E-mail regardingauthorizations,payments,denials,coordination of benefits, eligibility and/or
other inquiries aboutthe benefit plan, researchingmember information by effectively usinga variety of
computerized systems and reference materials to resolveconcerns and documenting all contacts with
members/providers. Key performance criteria included successfully meeting and exceeding qual ity,
accuracy,reliability,adherenceand productivity under established guidelines.
May 2008 – March
2014
JP Morgan Chase San Antonio, Tx
Quality Support and Data A nalyst I (October 2011)
Fulfillingthis position callsfor importantattributes such as beingcustomer-focused, a team player,having
strong organizational and timemanagement skillswith the ability to multi task, as well as havingexcellent
verbal and written communication skills.Also,a high skilled knowledge in MicrosoftOfficeparti cularly in
MicrosoftWord and MicrosoftExcel is needed. Responsibilitiesthatare covered daily involvebutare not
limited to evaluatingphone interactions to determine the quality of customer serviceprovided as well as
evaluatingcases and or items worked to determine adherence to regulations and established policies and
procedures. Testing internal controls to ensure complianceand governmental regulations areadhered
to, as well as analyzeresults of data collected and escalatefindings arealso completed. Additionally,
weekly as well as monthly data findings arepublished to drivefocus on key areas which includedata from
calibration sessionsand additional projects thatareperformed as needed by the business.
Telephone Banking Bilingual Unit Manager I (February2010)
In this role responsibilities included butnot limited to supervisingday to day activates for a team of 12 to
25 telephone bankers.Motivating and recognizingstrong performance, establishinggoalsand standards
for individual team members to meet team goals.Other responsibilities included conductingcounseling
sessions,provideongoingcoaching,training,and perform required quality monitoring,assiststaff with
escalated callsto identify research and resolvecomplex problems as well as supportteam members to
ensure optimum levels of customer service.Additional duties included administrativeduties such as
employee filemaintenance; management reporting, time sheets, attendance records and policy and
procedure records as well as update maintain records and analyzestatistical reports for optimum staff
performance and perform other functions as directed by management.
A ssistant Relief Unit Manager (September 2009)
Participatingin this rolefromSeptember 2009 to February 2010 responsibilities included butnot limited
to supervisingday to day activates for an apprenticeteam of 6 to 12 new hire telephone bankers.
Motivatingand recognizingstrongperformance, establishinggoalsand standardsfor individual
apprentice team members to meet team goals.Other responsibilities included conductingcounseling
sessions,provideongoingcoaching,trainingand perform required quality monitoring,assiststaff with
escalated callsto identify research and resolvecomplex problems as well as supportteam members to
ensure optimum levels of customer service.

3. 210-563-5217  Veronicamonique.garcia@yahoo.com
Veronica M Garcia
Email Response Banker (A ugust 2009)
This position served as a primary pointof contact by way of email through the Kana Program for Personal
Consumer customers. In this position theability to Perform complex to simplerequests in a Problem
Resolution cultureto reach maximum customer satisfaction aswell as multi task and be flexiblebased on
the needs of the business to answer emails or overflow callsduringpeak times.
Online General Telephone Banker (June 2009)
This position served as a primary pointof contact for Personal Consumer customers and OnlineBanking
assistance.Customers were assisted with onlinenavigation,password resets and onlineaccount
maintenance. Additionally,serviced accounts for transactionsand maintenance,resolved customer
issues,processed productreferrals,as well as cross-sold products and services.
Peer Coach (February 2009)
In this role responsibilities included butwere not limited to directly supervis ingday to day activities for a
group of 2-4 new hiretelephone bankers in a trainingenvironment. Additional responsibilities included
answeringquestions,monitoringcall quality and coachingto improvinga New Hire’s understandingand
overall performance. As a seasoned Peer Coach additional responsibilities included trainingand leading
new Peer Coaches into the program. Serving in this position for fivemonths helped to prepare for the
position of AssistantRelief Unit Manager.
Washington Mutual Telephone Banker II/Special Product Group (May 2008)
This positionservedasa primary pointof contactfor BusinessBanking,Personal and BusinessOnlineBanking,
DepositProductinquiries,and IRAquestions.Responsibilities included butwerenotlimited to handlingaccount
and loan updates,resolvecustomer issues,processproductreferrals,serviceaccountsfor transactionsand
maintenance,and cross-sell productsand services. Key performancecriteriaincluded successfully meetingand
exceedingquality,accuracy,reliability andproductivity under established guidelines.
August 2004 - Current Veronica’s Cakery San Antonio, Tx
Owner
Oversee and participatein everydayoperations such as preparingandbaking products,inventorycontrol,
marketing,bookkeeping,salesandgeneralmanagement responsibilities.

4. 210-563-5217  Veronicamonique.garcia@yahoo.com
Veronica M Garcia
Education
2001-2003 Palo Alto College San Antonio, TX
Organizational Leadership
Planned continuancefor fall 2017
1998-2001 Our Lady of the Lake University San Antonio, TX
Political Science
Transferred to Palo Alto College
1994-1998 Providence High School San Antonio, TX
High School Diploma
Participated in and held the roleof Vice Presidentof the Debate Club from 1996-1998
Manager of J.V. Softball Team from 1997-1998
Honors courses completed:
1995-1996 Computer Science, Spanish II
1996-1997 Computer Programmingin C++, Business Spanish
1997-1998 Computer Networking in Novell 4.0, Spanish Literature
Languages
Proficient in reading , writing and speaking Spanish