Bilingual customer service representative skilled in problem-solving and attention to detail. Proven ability to enhance service accessibility and streamline office procedures for improved efficiency.
Overview
6
6
years of professional experience
Work History
Benefits and Eligibility S (On-The-Job-Training)
Department of Economic Security
Yuma, AZ
02.2026 - Current
On-The-Job Training activities include:
Policy Application
Data Verification
System Navigation
Mentorship & Case Reviews
Managed time efficiently in order to complete all tasks within deadlines.
Triage Costumer Services Representative
Department of Economic Security
Yuma, AZ
08.2024 - 02.2026
Answer high-volume inbound calls while providing professional customer service.
Review, verify, and enter customer information accurately into agency systems.
Resolve non-eligibility customer concerns and provide appropriate solutions.
Maintain accurate documentation and meet performance standards.
Implemented and developed customer service training processes.
Administrative Assistant (On-the-Job Training)
Arizona@Work
Yuma, AZ
04.2024 - 07.2024
Coordinated scheduling and logistics for team meetings and client appointments.
Managed document preparation, ensuring accuracy and compliance with organizational standards.
Assisted in maintaining inventory control and ordering supplies as needed.
Provided exceptional customer service, addressing inquiries and resolving issues promptly.
QC Technician
Shaw Industries Company
Yuma, AZ
09.2020 - 02.2024
Conducted quality inspections on finished products to ensure compliance with industry standards.
Documented inspection results and maintained accurate records in quality management system.
Collaborated with production teams to identify and resolve quality issues promptly.
Implemented process improvements that enhanced product consistency and reduced defects.
Analyzed test results and identified non-conformities, implementing corrective actions promptly.
<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA