CRISTAL PACHECO
Oxnard,CA
Summary
Detail-oriented Senior Customer Service Representative with proven expertise in organizing and managing daily clerical operations, including document coordination and correspondence handling. Recognized for fostering strong relationships with clients, staff, and management through effective communication and problem-solving skills. Demonstrated ability to process payments and maintain precise financial records while utilizing various office software to enhance operational efficiency. Career goals include furthering contributions to organizational success through streamlined administrative processes.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
City Of Oxnard
Oxnard, California
04.2025 - Current
- Assists the department in preparing accurate and timely monthly financial reconciliations.
- Reviewed daily revenue transactions, identifying and resolving discrepancies to maintain financial integrity and audit readiness.
- Processed NSF returned payments by collecting required documentation and debiting the appropriate accounts.
- Balanced and posted daily financial activity across two systems, HTE and Tyler, ensuring accurate financial reporting.
- Created and maintained spreadsheets to support departmental and cross-departmental record-keeping, improving accuracy and efficiency.
- Provided leadership and guidance to my team members and cross-departmental staff, assisting with questions, clarifying procedures, and ensuring compliance with financial policies.
- Provided technical support to customers via phone and email in a timely and professional manner.
- Engaged with diverse community members, ensuring a positive customer experience through clear and professional communication.
- Performed additional duties as assigned, demonstrating flexibility and support for departmental needs.
Administrative Services Technician, Senior
City Of Oxnard
Oxnard, California
04.2024 - 03.2025
- Process a large volume of payments efficiently using HTE and Tyler systems.
- Utilize exceptional communication and interpersonal skills to build positive relationships with diverse public and community residents.
- Maintain accurate records of all financial transactions.
- Prepare end-of-day financial reports for management review and cash turn-in.
- Assists in compiling accurate backup documentation, and prepared daily finance packets aligned with the daily bank statement.
- Complete month-end reconciliations to be turned in by the deadline.
- Resolves escalated customer issues and complaints through thorough research and analysis, or by redirecting them to the appropriate department or personnel for further assistance.
- Provides training support to new employees, and create step-by-step guides to enhance their understanding and performance.
- Provides guidance and support to peers by addressing questions and resolving concerns to ensure that customer needs are effectively met.
- Dependable and eager to support the team by taking on additional tasks to ensure goals are met efficiently.
Legal Assistant
Weilbacher & Weilbacher
Oxnard, CA
07.2023 - 04.2024
- Provide information in accordance with applicable laws, policies, and procedures.
- Provide administrative support to attorneys by managing calendars; scheduling appointments; preparing correspondence; and obtaining necessary signatures.
- Utilized office software and database systems to transcribe, file, and organize confidential information securely.
- Correspond daily with clients, insurance adjusters, doctors, and attorneys.
- Redacted confidential information from legal documents on a case-by-case basis.
- Processed and managed law-related paperwork, ensuring accuracy, completeness and adherence to established procedures.
- Processed incoming mail by sorting, logging, scanning, and filing appropriately.
- Maintained client confidentiality in all matters.
Legal Assistant/Receptionist
The Law Office of Tania Pham
Woodland Hills, CA
10.2022 - 07.2023
- Assisted with initial client intake to obtain relevant case information and evaluated case issues and case strategy in coordination with the attorney.
- Answered all incoming calls, emails, and text messages.
- Interviewed clients and prepared clients for Individual or Final Hearings.
- Filed clients' legal documents in relevant courts for processing.
- Organized visa paperwork, asylum requests, and translations.
- Managed office scheduling and kept accurate notes on deadlines, motions, and other dates.
- Processed payments and updated accounts to reflect balance changes.
- Sorted and scanned incoming mail and directed it to the correct personnel daily.
- Reviewed and translated documents, forms, and technical materials in English and Spanish.
Legal Intake Specialist
Banafshe Law Firm
Century City, CA
06.2020 - 10.2022
- Answer and screen inquiry calls and emails from potential clients.
- Gather accident facts, injury details, and photographs to build the client’s case file.
- Input data into the CRM system and company server.
- Conducted intakes for prospective clients and ensured that all necessary documents were completed accurately and timely.
- Performed various translation duties between clients and attorneys.
- Provided prompt and accurate customer service, handling inquiries from potential clients and attorneys.
- Maintained meticulous records, scanning and storing physical documents electronically for easy retrieval.
Legal Intake Specialist/Team Lead/Data Coordinator
Consumer Attorney Marketing Group
Woodland Hills, CA
07.2018 - 05.2020
- Answered, screened, and processed a high volume of calls daily with a call management system and web-based communications.
- Inbound/Outbound calls made for each lawsuit in response to the client’s status or beginning process of litigation
- Maintained strong call control and quickly worked through scripts to address problems.
- Created analytical reports for each campaign to track performance
- Trained newly hired employees to fill key positions and maximize productivity.
- Utilized office equipment and software applications to manage schedules, correspondence, and data.
- Preparing and assisted in the preparation of staff meetings
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Customer Service Representative
ACE Cash Express
Winnetka, CA
09.2014 - 10.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Gathered all information needed to process a payday loan or auto-title loan.
- Cashed customer checks, verified identification, and checked account balances in accordance with the policies.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Trained new team members in cash register operation, loan processing, money handling, wire transfers, check cashing, and sales.
- Cultivated and strengthened lasting client relationships.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Education
Associate of Science - Psychology
College of the Canyons
Valencia, CA06-2017
High School Diploma -
Granada Hills Charter High School
Granada Hills, CA05-2013
Skills
- Ability to respond calmly and maintain composure in high-volume, stressful situations
- Ability to work collaboratively with other departments, and leaders to complete property/corporate initiatives and effective day-to-day operations
- Great communication and customer service abilities in a professional atmosphere for over ten years
- Supervision & Leadership
- Conflict Resolution, Critical thinking, and Attention to Detail
- Verbal, Written, and Interpersonal skills
- Strong Computer Skills (Microsoft Office: Outlook/Excel/etc)
- Fluent in English and Spanish
- Clerical Skills
- Data Entry and Organizational Skills
- Administrative Functions
- File/Records Maintenance
Timeline
Senior Customer Service Representative
City Of Oxnard
04.2025 - Current
Administrative Services Technician, Senior
City Of Oxnard
04.2024 - 03.2025
Legal Assistant
Weilbacher & Weilbacher
07.2023 - 04.2024
Legal Assistant/Receptionist
The Law Office of Tania Pham
10.2022 - 07.2023
Legal Intake Specialist
Banafshe Law Firm
06.2020 - 10.2022
Legal Intake Specialist/Team Lead/Data Coordinator
Consumer Attorney Marketing Group
07.2018 - 05.2020
Customer Service Representative
ACE Cash Express
09.2014 - 10.2016
Associate of Science - Psychology
College of the Canyons
High School Diploma -
Granada Hills Charter High School
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