Jessica Bonilla

Handled inbound calls for non-emergency medical transportation, scheduling and modifying transportation trips, verifying eligibility and trip requirements, and coordinating with transportation providers while maintaining HIPAA compliance and bilingual English/Spanish support.

Received and prioritized service requests and alarms, dispatched and routed field technicians based on urgency and expertise, communicated updates to customers, managed service tickets, and resolved issues while maintaining accurate documentation.

Provided donor support through the plasma donation process by performing donor screenings and vital-sign collection, monitoring safety and well-being, operating plasmapheresis equipment, and maintaining sterile environments in line with FDA and GMP standards.

Supported annuity customers remotely by explaining contract provisions, surrender charges, riders, and payout options, processing transactions such as withdrawals and beneficiary updates, resolving escalated fee and payment-delay issues, and maintaining FINRA/SEC compliance.

Assisted ExtraCare customers with account setup and login support, resolved rewards/coupon and account-balance issues, guided customers through the CVS mobile app and website, updated customer information, and met remote quality and productivity expectations.

Provided customer support for alarm systems by troubleshooting alarm panels, sensors, and connectivity, handling billing and account maintenance, scheduling technician appointments for installations and repairs, and supporting smart home and mobile application needs while maintaining compliance documentation.

Attended Central Falls High School in Central Falls, Rhode Island.