Cynthia D. Vela
Austin,TX
Summary
Skilled specialist with proven track record in delivering impactful results. Adept at team collaboration and flexible in adapting to changing needs. Expertise in communication, quick and accurate decision making, multi tasking, emotional resilience and control, detail oriented, problem solving, collaboration, and consistently driving successful outcomes. Known for reliability and strong focus on achieving objectives.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Constituent Affairs Specialist
Office of the Attorney General of Texas
AUSTIN, TX
02.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Program Specialist I
Texas Department of Criminal Justice/CJAD
AUSTIN, TX
06.2019 - 01.2023
- Performs routine consultative services for Intermediate Sanctions Facility Program and the Substance Abuse Felony Punishment Facility Program. Assisted with planning, developing, and implementing an agency program and providing consultative services and technical assistance to program staff, governmental agencies, community organizations, and the public. Provided liaison to other agency staff and the public; provided training to parole staff; and assisted in providing technical assistance in the program area.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
Public Safety Dispatcher
LCRA Police Dept.
10.2019 - 02.2020
- Monitored LCRA property throughout 39 counties consisting of 42 parks, recreation areas, and river access sites, wholesale electric/electric towers in 29 counties, 4 electric cooperatives, 25 hydro facilities/major water contract customers, 5 power plants, radio towers and 6 lakes and dams. Operated telephones, communication systems and law enforcement computers. Received, processed, and dispatched calls/messages to/from vehicles and personnel and acted as a liaison between callers and police/fire/emergency representatives. Monitored 7 central monitoring station alarms and security cameras. Processed on sight badges.
Parking Enforcement Officer
St. Edward’s University Police Department
04.2015 - 07.2019
- Served a small population at a private University. As a Parking Enforcement Officer, I ensured the safety, wellbeing and security of all personnel, students, and visitors on campus. Enforced the university's rules and regulations regarding the parking of vehicles on private campus property.
- As a Telecommunications Officer I was tasked with gathering essential information from callers and dispatching the appropriate first responders to the scene of the emergency.
Referral Specialist
Superior Health Plan/Aerotek Temp. Service
12.2014 - 07.2015
- A managed health care company. I provided services to government sponsored healthcare programs and focused on underinsured or uninsured individuals. Monitored utilization of medical services for Medicaid/STAR/STAR PLUS products to assure cost effective use of medical resources through processing prior authorizations.
Security Coordinator
Travis County Sheriff’s Office
12.2007 - 09.2014
- I delivered maximum security and control of the jail facility, inmates, and public while using monitoring equipment, handheld metal detectors and full body x-ray equipment. I worked in several control rooms to include: TCJ, Booking, Admin. Control, Visitation Center at Del Valle and Building 12.
Education
Bachelor of Arts - Criminal Justice, Minor in Spanish
St. Edward's University
Austin05.2010
Master’s Work-Liberal Arts Degree - undefined
St. Edward’s University
Texas Peace Officer Sequence
Austin Community College
06.2025
Skills
- Virtual Work Processes: Trained Parole Staff 2-3 times a year on the Zoom Platform
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Advanced communication
- Proficient in WebPas and CISCO Finesse CAD systems/ ARMS, AEGIS, E Force Solutions, Tiburon Alarm Systems/Koetter, Design Systems Emergency, Siemens, Master Burglar and Guardall Alarm Camera Systems/DS Control Point, DRV Camera System and 25 Live, Blackboard Door Access, R25, Argos, Rave, Access Banner 9, CLERY, Metal detector, Adani Full Body X Ray Scanner Computer Software/Microsoft Office Word, Excel, Access, One Note, Outlook, Power Point, Publisher 2010/2013/2019, adobe Acrobat DC, 10 key and Cisco Phones
- Written communication
- Task prioritization
- Excellent communication
- Problem-solving abilities
- Team building
- Active listening
- Interpersonal communication
- Reliability
- Conflict resolution
- Idea development and brainstorming
- Crisis management
Certification
TRAS certified/Notary Public/Level II Non Commissioned Security Officer/TCOLE Telecommunications Operator Intermediate License, OMNIXX, TCLOSE Jailer License, TCIC/NCIC, TLETS/NLETS and TDD/TTY license.
Languages:
Able to read, write and speak Spanish fluently.
JOB ENHANCEMENT CLASSES:
- FEMA ICS Single Res/Initial Incident
- FEMA Intro. National Incident Management
- FEMA National Response Framework
- FEMA Intro. To ICS
- TRAS Certification
- TFSA Foundations of Courtroom Testimony
- Civilian Response to Mass Shooting
Timeline
Constituent Affairs Specialist
Office of the Attorney General of Texas
02.2023 - Current
Public Safety Dispatcher
LCRA Police Dept.
10.2019 - 02.2020
Program Specialist I
Texas Department of Criminal Justice/CJAD
06.2019 - 01.2023
Parking Enforcement Officer
St. Edward’s University Police Department
04.2015 - 07.2019
Referral Specialist
Superior Health Plan/Aerotek Temp. Service
12.2014 - 07.2015
Security Coordinator
Travis County Sheriff’s Office
12.2007 - 09.2014
Master’s Work-Liberal Arts Degree - undefined
St. Edward’s University
Texas Peace Officer Sequence
Austin Community College
Bachelor of Arts - Criminal Justice, Minor in Spanish
St. Edward's University
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