GLENDA JACKSON
Lubbock,TX
Summary
Proven HR and administrative expert from City Of Lubbock, Lubbock Fire Rescue, adept in human resources administration and conflict management. Excelled in streamlining HR processes, enhancing payroll efficiency, and fostering employee relations. Achieved significant improvements in operational workflows and customer satisfaction, demonstrating strong computer literacy and problem-solving abilities.
Overview
16
16
years of professional experience
1
1
Certification
Work History
PAYROLL/HR Administrative Assistant
City Of Lubbock, Lubbock Fire Rescue
Lubbock, Texas
10.2017 - Current
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted testing of software and systems to ensure quality and reliability.
- Created detailed reports outlining the current state of prepper resources and needs.
- Evaluated job positions to determine classification, exempt or non-exempt status and salary.
- Facilitated open enrollment meetings to educate employees on their available benefits options.
- Coordinated with third-party administrators for timely resolution of any discrepancies in billing statements or payments received and made by the organization.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked with cross-functional teams to achieve goals.
EXECUTIVE ADMINISTRATIVE ASSISTANT
LOVE DIVINE OUTREACH
Lewisville, TX
04.2009 - 01.2025
- Designed PowerPoint presentations for monthly divisional meetings with top-level executives.
- Prepared invoices and drafted memos for executives.
- Managed daily invoices, reports and proposals.
- Relayed messages, retrieved reports and printed documents for co-workers to assist with office workflow.
- Processed accounts payable and receivable transactions accurately within set timeframes.
- Coordinated meeting and work schedules for staff teams and executives.
- Supervised executive and management calendars while allocating tasks to administrative support team for smooth operational flow.
- Managed director's calendar and prepared meeting agenda and materials.
- Made travel arrangements to provide executives seamless and travel policy-approved business trips.
- Made travel arrangements for employee trips and conferences.
- Assisted with special projects such as researching topics or creating presentations for management review.
- Answered incoming telephone calls from internal and external customers promptly and professionally; transferred calls appropriately; responded to inquiries in a timely manner.
- Developed filing systems to maintain confidential records of personnel information and business activities in accordance with company policies.
Loyalty Specialist
AT&T
Lubbock, Texas
08.2022 - 12.2022
- Analyzed customer interaction patterns to identify trends and opportunities for upselling.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Addressed customer questions and concerns regarding products and services.
- Managed crisis communications, turning dissatisfied customers into brand advocates.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Implemented quality control measures to uphold company standards.
- Drove customer escalations to resolution by engaging directly with clients.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Completed day-to-day duties accurately and efficiently.
CUSTOMER SERVICE REPRESENTATIVE
MARDELS
LEWISVILLE, TX
11.2014 - 08.2015
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong customer relationships to encourage repeat business.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered customer inquiries via phone, email, and chat.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Supported sales team members to drive growth and development.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
ESTACADO HIGH SCHOOL
Lubbock, TX05-1984
Some College (No Degree) -
North Lake College
Irving, TXSkills
- Human resources administration
- Administrative skills
- Scheduling
- Conflict management
- Maintaining files
- Compensation/payroll
- Computer literacy
- Word processing
- HR policies compliance
- Monitoring
- Assessing performance
Affiliations
I love to teach praise dancing for the church. Watching a basketball game is also one of my favorite things to do, and singing and watching movies with my family.
Certification
- RECORD MANAGEMENT CERTIFICATE
- NOTARY
References
References available upon request.
Timeline
Loyalty Specialist
AT&T
08.2022 - 12.2022
PAYROLL/HR Administrative Assistant
City Of Lubbock, Lubbock Fire Rescue
10.2017 - Current
CUSTOMER SERVICE REPRESENTATIVE
MARDELS
11.2014 - 08.2015
EXECUTIVE ADMINISTRATIVE ASSISTANT
LOVE DIVINE OUTREACH
04.2009 - 01.2025
- RECORD MANAGEMENT CERTIFICATE
- NOTARY
High School Diploma -
ESTACADO HIGH SCHOOL
Some College (No Degree) -
North Lake College
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