Ambrosha Jimenez
Donna,Texas
Summary
A dedicated and self-driven professional with over 14 years of experience in customer service, offering a strong background in leadership, interpersonal communication, and operational efficiency. Proven ability to manage diverse groups, foster positive relationships, and ensure high levels of customer satisfaction while maintaining a focus on organizational goals and compliance. I will leverage my experience in employee relations, and conflict resolution to contribute to the success of a dynamic HR department. With a solid understanding of HR processes, legal compliance, and team development, I am committed to improving operational work flows, enhancing employee experiences, and driving long-term success. My service mindset for problem-solving and decision-making under pressure will support the continued growth and efficiency of our HR organization.
Overview
10
10
years of professional experience
Work History
Contact Center Facilitator
Charter Communications
10.2020 - Current
- Communicate clearly and concisely, both orally and in writing, regularly with all levels of management and company personnel, including classroom instruction, team meetings, and on-line learning debriefs
- Handle employee interactions in a professional manner, maintaining confidentiality & compliance at all times leveraging Panorama support and resources leveraging HRBP when applicable
- Make sound decisions and critical thinking to ensure knowledge transfer while working under pressure to meet timelines and adapting to a fast-changing environment
- Demonstrate PC skills and proficiency in MS Office (Word, Excel, PowerPoint, Outlook) and other hard skills by performing all administrative duties including class and lab preparation, schedule administration, user accesses, tracking and coaching attendance, participant record maintenance including but not limited to test scores, evaluations, and attendance to ensure information integrity
- Demonstrate a strong ability to prioritize tasks, organize effectively, and manage multiple responsibilities in a timely manner using resources to lead employees through appropriate activities, discussions, and coaching employees to maintain company compliance
- I have worked with multiple large groups in classroom setting ranging from 20-45+ individuals promoting inclusivity, diversity, and creating safe workspace
- Showcase consultative and coaching skills to provide guidance and support employee development and performance on specific skills within a role, process, or system assuring company policies are administered fairly and consistently
- Analyze situations, identify issues, and implement solutions by addressing inappropriate behavior and documenting performance, both strengths and development needs provide feedback to employees to aid with knowledge transfer and behavior change
- Constantly pursue development opportunities focused growth, employee engagement, and classroom management excellence to meet strategic goals
- Maintain internal knowledge of products and services policies and procedures
- Administer timecards accurately, ensuring timely payment processing while minimizing errors in calculations or accrual deductions with integrity
- Implement employee retention strategies through effective training delivery, creating a positive work culture, fostering inclusivity and diversity
RESIDENTIAL BILLING LEAD
Charter Communications
03.2019 - 10.2020
- Worked alongside various levels of leadership to support development strategies that supported employee performance and growth
- Conducted quality observation reviews to identify areas of opportunity and action planning driving positive employee development with integrity and confidentiality
- Partnered with supervisor to identify employee needs and subsequently strategized for success very often meeting and exceeding goals
- Coordinated implementation of strategies that promoted transparency, consistency, and trust within our team
- Serve as a trusted advisor to employees regarding career development, workplace policies, and conflict resolution
- Collaborated with cross-functional teams to achieve organizational objectives
RESIDENTIAL BILLING REPRESENTATIVE
Charter Communications
03.2018 - 03.2019
- Engaged with a diverse range of customers across the country, effectively managing inquiries and building rapport.
- Answered inbound calls related to billing inquiries, ensuring accurate information and timely resolution of issues.
- Demonstrated empathy and patience while addressing customer concerns, maintaining high customer service standards
- Established and nurtured positive, professional relationships with customers, ensuring satisfaction and loyalty.
- Collaborated with leadership to resolve escalated customer issues, providing solutions in a professional manner.
- Represented Spectrum with professionalism, courtesy, and a commitment to excellence
- Navigated multiple computer systems and programs to efficiently process customer requests and resolve issues
- Maintained and exceeded company goals through consistent high performance
Administrative Secretary
Superior Alarms
04.2015 - 03.2018
- Provided clerical support to company employees by copying, faxing, and filing documents
- Conducted research on behalf of executive staff members as required to support informed decision-making processes within the organization
- Enhanced office efficiency by organizing and maintaining filing systems, managing correspondence, and scheduling appointments
- Pre-screened resumes prior to sending to corporate hiring managers for consideration
- Collaborated with managers to identify and address employee relations issues
- Developed and implemented onboarding and orientation programs for new employees
- Liaised between management and employees to deliver conflict resolution, alleviate problems, and interpret benefits policies
- Trained new team members on recruitment best practices, ensuring a high level of competency within the team.
- Facilitated seamless onboarding experiences for new employees, ensuring smooth
- Monitored and collaborated with other organizational leader to ensure the organization’s compliance with federal, state, and local employment laws
Education
Bachelor of Science - Organizational Leadership
South Texas College
McAllen, TX05-2026
High School Diploma -
Donna High School
Donna TX01-2012
Skills
Teamwork
Time Management
Effective Communication
Critical Thinking
Employee Relations
Retention Strategies
Learning Management Systems
Knowledge of local, state, and federal employment laws and procedures including but not limited to (EEOC, FMLA, ADA, FLSA, PDA, PWFA)
Knowledge of local, state, and federal employment laws and procedures including but not limited to
Knowledge of employee relations procedures and applicable law
Knowledge employee benefits programs and can field employee inquiries related to insurance, benefits, vacation, sick leave and employee assistance, accommodations
Knowledge on Charter Policies & Procedures
Accomplishments
86.67% Attrition
Timeline
Contact Center Facilitator
Charter Communications
10.2020 - Current
RESIDENTIAL BILLING LEAD
Charter Communications
03.2019 - 10.2020
RESIDENTIAL BILLING REPRESENTATIVE
Charter Communications
03.2018 - 03.2019
Administrative Secretary
Superior Alarms
04.2015 - 03.2018
Bachelor of Science - Organizational Leadership
South Texas College
High School Diploma -
Donna High School