Jolanda Pegues

I am a result-driven professional that was laid-off from my previous job and I am currently seeking an employment opportunity whereas I can utilize my many years of progressive experience in customer and client services. I hope that my skills will align with your expectations, policies and procedures for a successful experience for participants and their families.

Concierge at Integrated Real-Estate Group (2021-10 – 2025-01)

• Delivered premium concierge and customer service to 300+ residents and prospective tenants in a luxury apartment community, maintaining a 98% resident satisfaction rating.
• Managed resident account portfolios using OneSite and RealPage property management systems, ensuring accurate lease documentation and account maintenance.
• Conducted property tours and consultations, converting 85% of prospects into signed leases.
• Generated and analyzed daily accounts receivable reports, identifying
• Coordinated vendor management using Excel, scheduling maintenance and service appointments for timely resolution.
• Created move-in packages and resident welcome programs, enhancing community engagement and retention.

Educational Diagnostician Clerk at Braswell High School, Denton ISD (2016-08 – 2021-09)

• Coordinated annual Admission, Review, and Dismissal (ARD) meetings with multi-disciplinary teams including educators, parents, administrators, and support staff.
• Maintained strict Family Educational Rights and Privacy Acts (FERPA) compliance while managing confidential records for special education students.
• Served as primary liaison between parents, and educational staff, streamlining communication protocols by answering and directing phone calls.
• Improved document retrieval efficiency through database management systems using Excel and eSchool Plus.
• Ensured compliance with state regulations for student record transitions and maintained sensitive confidential documents.

Instructional Aide / Job Development Specialist at Denton County Special Education Cooperative (DCSEC), Sanger ISD (2003-08 – 2016-05)

• Annually provided instructional support and behavioral interventions for disadvantaged students and students with disabilities in a K-12 educational setting across five therapeutic programs.
• Partnered with behavior specialists, therapists, and counselors to develop Individualized Educational Plans (IEPs).
• Coordinated job placement and career development services in collaboration with Department of Assistance and Rehabilitation Services (DARS), and Texas Workforce Commission (TWC), achieving a 75% successful placement rate.
• Managed behavioral data collection and analysis, supporting multidisciplinary education teams.
• Coordinated resource programs in collaboration with the Education Foundation Program, securing essential supplies for under-served student populations.

Customer Service Representative / Claims Processor at Aetna U.S. Healthcare (1999-08 – 2002-05)

• Provided customer service to healthcare providers, members, and plan sponsors regarding complex benefits and coverage.
• Processed high-volume medical claims ensuring compliance with healthcare regulations and insurance policies.
• Resolved escalated billing disputes and coverage issues using systematic problem-solving and conflict resolution.
• Generated operational reports and analytics using Microsoft Office, supporting management decision-making.
• Maintained audit documentation and quality assurance protocols, contributing to successful compliance reviews.

Bachelor of General Studies – Texas Woman's University

Associate of Science – North Central Texas College