Jessica Galarza
Phoenix
Summary
Operations leader with 13+ years of progressive experience at MedAire, advancing from International Operations Specialist to Assistant Operations Manager within the Global Response Center and MedLink operations. Extensive expertise in global case management, operational leadership, and response center performance management. Recognized for leading operational teams in a 24/7 environment and delivering high-quality service for global aviation, maritime, and luxury yacht clients.
Overview
2027
2027
years of professional experience
Work History
Assistant Operations Manager
MedAire
Phoenix
2019 - Current
- Provide first-line leadership and supervision of International Operations Specialists within MedLink and the Global Response Center.
- Monitor service levels, call abandonment rates, and response times to ensure operational performance standards are met.
- Serve as primary escalation point for customer service issues and complex cases.
- Lead transmission processes and provide operational guidance during high-volume periods.
- Support workforce management through scheduling coordination and staffing coverage.
- Conduct call and case reviews to ensure compliance with operational standards.
- Provide coaching, performance feedback, and training support to operational staff.
- Serve as Resource-On-Call and deputize the Operations Manager when required.
- Selected to travel to Johannesburg, South Africa to support training and operational launch of MedLink services.
- Traveled to London, UK to train teams supporting LY and BGA clients.
- Traveled to Bangkok, Thailand to attend the OLDP program.
Shift Leader
MedAire
Phoenix
2017 - 2019
- Served as operational point of contact during assigned shifts, coordinating workflow and resource allocation.
- Managed case workflow and monitored service delivery to ensure adherence to operational protocols.
- Acted as subject matter expert and mentor for International Operations Specialists.
- Assisted with onboarding and training of new staff members.
- Conducted case reviews and supported quality improvement initiatives.
- Served as first escalation point for client complaints and assisted with service recovery.
International Operations Specialist
MedAire
Phoenix
2012 - 2017
- Handled high-priority cases in a fast-paced response center environment.
- Coordinated global requests for medical and security assistance services.
- Communicated with clients, vendors, and internal teams to ensure seamless case coordination.
- Maintained strict confidentiality and accurate case documentation.
- Managed complex global assistance cases involving medical, travel, and security coordination.
- Collaborated with physicians, nurses, security specialists, and global partners.
- Provided mentorship and support to junior team members in Sr. IOS role.
- Traveled to San Salvador, El Salvador and Lima, Peru to assist with onboarding and operational implementation for a new client.
- Utilized Spanish language skills to support client communications.
Education
Bachelor of Science - Life Science
Arizona State University
Glendale, AZ05-2012
Skills
- Leadership & Operations
- Team Leadership & Staff Development
- Operational Performance Monitoring
- Escalation Management
- Global Operations
- International Client Onboarding
- Global Assistance Case Management
- Cross-Cultural Communication
- Service Implementation
- Customer Service
- Client Service Recovery
- High-Priority Case Resolution
- Quality & Compliance Monitoring
Languages
- Spanish
- English
Timeline
Assistant Operations Manager
MedAire
2019 - Current
Shift Leader
MedAire
2017 - 2019
International Operations Specialist
MedAire
2012 - 2017
Bachelor of Science - Life Science
Arizona State University