Summary
Overview
Work History
Education
Skills
Timeline
Generic

BRENDA T. PALOMINO

Tierra Nogal,TX

Summary

Ambitious individual with strong organizational and multitasking skills. Ready to apply knowledge. Experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to resolve issues quickly and effectively. Committed to providing the highest quality service and creating a positive customer experience. Excellent communication, time management, and computer skills. A driven and detail-oriented individual with a desire to use analytical and problem-solving skills to meet goals.

Overview

18
18
years of professional experience

Work History

CUSTOMER SERVICE AGENT

Insight Global, Inc
03.2021 - 04.2023
  • Assisted those affected with funeral assistance registration intake and information regarding Funeral Assistance program.
  • Provided Customer Service in both English/Spanish using FEMA Registration Intake system ensuring accurate information was recorded throughout process.
  • Detailed to applicant all information and documentation needed for continuation of processing.
  • Supported high volume calls for Disaster Assistance Helpline through automated softphone software system and InContact System.
  • Verified applicants through verification process and made data updates while following FEMA guidelines.
  • Referred applicants to additional assistance offered by FEMA
  • Reviewed Federal and State documents for Document Validation and accuracy using FEMA and State guidelines.
  • Outbound calls made to applicants for necessary information.
  • Ensured compliance with applicable laws, regulations, policies, procedures, and ethical standards when handling sensitive information.

ENUMERATOR, US Census Bureau
08.2020 - 11.2020
  • Visiting citizens at their homes conducting interviews in English/Spanish to collect demographic data and economic status.
  • Explaining objective of census survey and procedures to citizens participating in survey, recording data using iPhone while implementing quality control with regards to integrity and accuracy of collected data.
  • Calculated expenses and hours productive for every workday.
  • Recording miles traveled on routes for home visits.

APPLICATION SUPPORT ANALYST

First Financial Bank, Technology Services, Inc
03.2008 - 07.2010
  • Provided remote and on-site software installation services ensuring software applications were fully functional.
  • Assisted customers on use and feature functionality of applications and communicated customer needs/expectations to appropriate personnel.
  • Notified appropriate personnel of any application issues.
  • Helped identify software functionality and verify configuration of parameters to help test, implement, and evaluate new/existing software/applications.
  • Coordinated UAT for existing software updates/changes and any new software introduced.
  • Troubleshooting malfunctions with systems and programs to pinpoint root cause of issues and restore; resolved problems with programs and systems.
  • Maximized information sharing by optimizing interface linking different computer systems.

HELP DESK OPERATOR

First Financial Bank, Technology Services, Inc
01.2006 - 03.2008
  • Received and logged incoming customer calls on call tracking software; determined nature of each call and distributed to its proper department.
  • Assigned new user ID, set up new users with system access and disabled access when applicable.
  • Set up and maintained conference connect and video connect.
  • Maintained status information on outstanding problems and notified upper management when situations needed immediate attention.
  • Returned phone messages and emails within 5 minutes and responded to before issues escalated.
  • Provided daily, monthly and analysis reports of all customer calls.
  • Received shipments and signed off on packages, documenting all incoming items in Microsoft Excel Spreadsheet and distributed mail, email and took detailed messages for person called upon.
  • Cross-trained on IT related issues and responsibilities to handle additional duties during peak periods.
  • Interacted pleasantly with customers and warmly greeted patrons.

ACCOUNT SERVICE SPECIALIST

First Financial Bank, Technology Services, Inc
11.2004 - 01.2006
  • Performed daily on Reconciliation of official checks of 15 accounts.
  • Fraud Detection resolution of ATM/Debit Card Dispute/Resolution.
  • Prevented key account losses by researching discrepancies for corrective action.

Education

GENERAL - undefined

STUDIES Lamar Community College
Lamar, COLORADO

High School Diploma -

Hagerman High School
Hagerman, NM
05.1998

Skills

  • Customer Service and Assistance
  • High-Volume Environments
  • Administrative and Clerical
  • Verbal and Written Communication
  • Time Management
  • Technical Support
  • Application Support
  • Active Listening
  • Adaptability
  • Multi-line Telephone System
  • Data Entry
  • Microsoft Word/SharePoint/Teams
  • Strong Analytical and Problem-Solving Skills

Timeline

CUSTOMER SERVICE AGENT

Insight Global, Inc
03.2021 - 04.2023

ENUMERATOR, US Census Bureau
08.2020 - 11.2020

APPLICATION SUPPORT ANALYST

First Financial Bank, Technology Services, Inc
03.2008 - 07.2010

HELP DESK OPERATOR

First Financial Bank, Technology Services, Inc
01.2006 - 03.2008

ACCOUNT SERVICE SPECIALIST

First Financial Bank, Technology Services, Inc
11.2004 - 01.2006

GENERAL - undefined

STUDIES Lamar Community College

High School Diploma -

Hagerman High School

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BRENDA T. PALOMINO