Dion Pedro Jr.
Leonards Services
Murrieta,CA
1
Certification
22
years of professional experience
Detail-oriented and results-driven professional with strong experience in customer service, data management, workflow analysis, and program administration. Proven track record of evaluating complex processes, managing database records with high precision, maintaining stakeholder communications, and resolving operational challenges in both civilian and military environments. Skilled in collecting and analyzing operational data, building tracking reports, ensuring regulatory compliance, and delivering high-quality customer service. Seeking to leverage expertise in data entry, customer relations, and process optimization as a Program Analyst (Water Resources) with the Bureau of Reclamation.
Work History
Customer Service Representative & Data Entry Specialist
1 Year 11 Months- Managed high-volume data entry, database updates, and record verification with strict accuracy, ensuring data integrity across company systems.
- Analyze customer service and operational data to identify trends, reporting findings to management to improve service workflows and delivery times.
- Analyzed customer service and operational data to identify trends, reported findings to management, leading to improved service workflows and delivery times.
- Collaborate with internal teams to streamline data intake processes, reducing record processing errors and enhancing overall office productivity.
- Collaborated with internal teams to streamline data intake processes, reducing record processing errors and enhancing office productivity.
- Dates: September 2024 – Present | Hours per week: 40
- Supervisor: Available upon request
NextGen Intern / Application Development Trainee
2 Months- Analyzed operational processes to configure and customize digital workflows and ServiceNow applications, enhancing user experience.
- Gathered user requirements from cross-functional teams to design solutions that streamlined business operations.
- Developed reports and analytical dashboards, delivering actionable insights for data-driven management decisions.
- Created clear technical documentation, training materials, and user guides to facilitate platform adoption.
- Dates: May 2024 – July 2024 | Hours per week: 40+
- Supervisor: Available upon request
Service Officer
6 Years 3 Months- Guided veterans and families through complex benefit entitlement processes, ensuring compliance with federal regulations and maximizing benefit access.
- Reviewed and analyzed medical, military, and legal documentation to prepare accurate benefit claims for federal agency evaluation.
- Conducted community outreach to build partnerships with government and civic stakeholders, enhancing support for veterans and families.
- Dates: June 2016 – September 2022 | Hours per week: 20–40
- Supervisor: Available upon request
Combat Engineer
3 Years 6 Months- Executed complex engineering projects in high-pressure environments, ensuring strict adherence to safety and operational standards.
- Led teams in hazardous material clearance, infrastructure construction, and terrain analysis, enhancing mission effectiveness.
- Implemented risk management strategies and equipment accountabilities, achieving sustained operational readiness.
- Dates: October 2004 – April 2008 | Hours per week: 40+
- Supervisor: Available upon request
Education
High School Diploma
ServiceNow Next Gen Program - Application Development & Systems Administration
Skills
Office software
Operational analysis
Client support
Data management
Critical thinking
Issue resolution
Partnership development
Workflow Management
Administrative support
Data gathering
Task prioritization
Employee training
Data Management
System Optimization
Process improvement
Certification
- Risk Management & Hazard Analysis
- HAZMAT Training for Supervisors
- Information Assurance & Cybersecurity Awareness
- Personally Identifiable Information (PII) Protection
CORE COMPETENCIES
- Data Management & Analysis: Data Entry & Integrity, Database Management, Quality Control, Operational Reporting.
- Customer Service & Stakeholder Relations: Public & Client Communication, Dispute Resolution, Inter-agency Coordination.
- Process Improvement: Workflow Optimization, Operational Analysis, System Testing & Documentation.
- Technical Proficiency: Microsoft Office 365 (Excel, Word, Outlook, PowerPoint), ServiceNow Platform, Data Tracking Systems.
- Compliance & Stewardship: Regulatory Interpretation, Record Retention, Safety & Risk Mitigation.
Timeline
Customer Service Representative & Data Entry Specialist
Leonards Services
09.2024 - CurrentRead More
NextGen Intern / Application Development Trainee
ServiceNow
05.2024 - 07.2024Read More
Service Officer
Veterans of Foreign Wars (VFW)
06.2016 - 09.2022Read More
Combat Engineer
United States Army
10.2004 - 04.2008Read More
San Bernardino High School
High School Diploma
Read More
ServiceNow
ServiceNow Next Gen Program from Application Development & Systems Administration
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