Glenda Villa
Fernley,NV
Summary
Experienced in customer service and administrative support. Track record of effectively managing high-volume calls and efficiently resolving issues. Strength in collaborating with others and achieving results in dynamic environments. Known for dependability and adaptability to changing needs, while maintaining excellent communication and problem-solving abilities.
Overview
25
25
years of professional experience
Work History
Contact Representative
Bureau of Land Management
12.2024 - Current
- Analysis and evaluate numerous customers and calls with questions and concerns to assist them by gathering information for public access to the public lands via brochures, internet, by department, and any other resource to help with their questions as well as directing them to the correct person and/or department that fits their needs.
- Assist customers with purchasing various products including maps, park passes, grazing payments, Christmas cutting tree permits, fuelwood permits, mineral permits, right of ways, trespassing fees, and other payment collections for realty, etc.
- Support visitors and local community groups by researching and providing them with information regarding the BLM’s mission and role to support their projects and special interests based on energy sources, realty, recreation, geology minerals, mining claims, wild horses and burros, vegetation, fire safety and regulations to promote public safety, areas for fuelwood gatherings, as well as other sites of interest.
- Work on training videos to help perform my job well with accuracy and efficiency and to know about all the different departments and what they do to better assist customers and fellow employees.
- Add postage and signature labels to letters, large envelopes, and packages, sort each incoming mail to each individual or department. Including CBS mailroom entry and verification for incoming checks as well as make payments in person and over the phone in the CBS system for grazing, minerals, recreation permits, and Fire Trespass payments.
- Cancel catalogs to help save resources.
- Monitor security cameras for the front office area and the gates making sure only appropriate personnel and services are entering the facilities.
- Assist customers in researching information regarding permits, sales, and regulations of vegetative materials.
- Update pamphlets/brochures that provide information regarding the BLM’s mission, wild horse and burro adoptions, map purchases, area archeology and area history and keep the Information Access Center stocked on all its information and maps.
- Research and respond to the public on a variety of complex inquiries concerning such issues as land status and ownership, land/vegetation sales, mining claims, rights of way, recreation and fire safety, and grazing permits.
- Research automated record systems including status MLRS and Collections and Billings System (CBS).
- Explain rules and regulations related to the use of recreational areas and facilities and informs and persuades contacts to obtain greater public cooperation in protecting resources from fire, vandalism, pollution, and litter, as well as other improper or prohibited activities.
- Apprise visitors on recreation and opportunities on public lands, including hiking, fishing, mountain biking, scenic byways, off-highway vehicles, campgrounds, etc. and respond to questions pertaining to access, regulations, and use restrictions on public lands administered by multiple agencies. Working closely with resource specialists in order to answer or to obtain answers to any inquiries.
- Digitize fleet vehicle documents to the SharePoint.
Career Rural Carrier
United States Postal Service
08.2019 - 12.2024
- Pleasantly greeted and engaged customers, assisting with any mail-related issues.
- Handled sensitive materials responsibly, ensuring confidentiality of customer information at all times.
- Assisted in training new employees, sharing best practices for rural carrier duties.
- Reduced delivery errors by maintaining an organized and up-to-date route sheet system.
- Improved overall efficiency with proper vehicle maintenance and timely repairs.
- Collaborated with coworkers to handle overflow or challenging deliveries, optimizing overall team productivity.
Career Rural Carrier
United States Postal Service
10.2018 - 08.2019
- Increased accuracy of mail distribution by regularly updating address changes in the system.
- Utilized GPS technology effectively to optimize delivery efficiency across varied geographic territories.
- Picked up outgoing mail from letter boxes and in person from customers.
- Maintained accurate records of attempted and missed deliveries as required by post office.
- Picked up and delivered mail on time each day, taking into consideration weather and road conditions.
- Ensured safety compliance by adhering to federal regulations and company policies while driving rural routes.
Career Rural Carrier
United States Postal Service
05.2014 - 10.2018
- Delivered mail along established route in rural areas.
- Conducted regular vehicle inspections before starting each day''s route, identifying potential issues before they became problematic.
- Supported USPS initiatives through participation in food drives and other charitable efforts within the community.
- Demonstrated adaptability by covering other routes when necessary due to absences or scheduling conflicts.
- Navigated various weather conditions safely, ensuring timely deliveries in all circumstances.
- Altered routes to accommodate changing conditions or road closures in delivery areas.
Medical Receptionist
Portage Health Inc.
01.2012 - 11.2013
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
Customer Service Representative
JC Penney, Inc.
08.2010 - 04.2012
- Created an easy and exciting shopping experience for customers and performed customer service activities including selling, suggesting additional related merchandise, maintaining merchandise stocks and department appearance to ensure the assigned staffing area and achieves maximum sales and profits and encourages customers to want to return in the future.
- Perform duties in Jewelry, Catalog, Men’s, Women’s, Children’s, and Home Departments.
Enumerator, AD-03
Census Bureau, Department of Commerce
04.2009 - 07.2010
- Asked questions about an individual’s demographic and economic status.
- Conducted population and housing censuses.
- Ensured that all census data is collected and processed in a timely manner.
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Addressed non-responsive initial interviewees by conducting follow-up calls or in-person visits to promote census importance and rights of participation.
- Increased efficiency in data entry by accurately inputting collected information into the designated database system.
Forestry Technician (Recreation), GS-4
U.S. Forest Service
05.2005 - 09.2009
- Managed campgrounds and dispersed campsites by clean-up, maintenance, money collections.
- Worked independently, surveying random selected sample sites for specific dates, researched documents regarding the demographics and patterns of visitors.
- Ensured safety and compliance with regulations by conducting regular inspections of equipment, facilities, and grounds.
- Conducted voluntary traffic stops and recorded established data requirements into the national data system.
- Provide information to visitors about recreation regulations, opportunities, mining areas, travel restrictions, and resource management.
- Utilized power tools and landscaping machines to maintain outdoor areas.
- Performed equipment maintenance and repairs to keep tools functional for projects.
Concessionist
Crescent City Cinemas
12.2007 - 09.2008
- Assisted in film functions for old school projection to enhance experience with picture and sound quality, temperature and lighting.
- Performed routine maintenance tasks on equipment such as cleaning popcorn machines or soda fountains, ensuring optimal performance during operation hours.
- Handled cash transactions accurately, balancing cash drawers at the end of each shift without discrepancies.
- Maintained cleanliness of concession area, box office, lobbies, auditoriums, and restrooms.
- Worked efficiently under pressure, consistently meeting the needs of customers during peak times and special events.
- Increased sales through upselling techniques and offering promotions on various food items and beverages.
- Maintained proper food handling procedures for health and safety compliance, resulting in zero violations during inspections.
- Managed inventory to ensure adequate stock levels, reducing waste and spoilage.
Store Sales Associate
Redwood National/State Park Association
06.2004 - 09.2004
- Managed Park and recreational facilities' souvenir and educational retail store.
- Maintained a clean and organized store environment to enhance customer experience.
- Conducted daily store opening/closing procedures, ensuring proper security measures were followed for a safe store environment.
- Participated in regular inventory counts, helping maintain accurate stock levels and prevent loss of merchandise.
- Improved customer satisfaction by providing timely and accurate information on products and services.
Fire Aid (Volunteer)
U.S. Forest Service
08.2003 - 12.2003
- Intermittent Fire staff support and off-season office volunteer: provided Fire clerical support including multi-phone line reception, filed employee records, and screened mail for distribution.
- Provided information regarding map purchases, geographical area and area history.
Receptionist
Sunrise Engineering
08.2001 - 12.2001
- Greeted incoming customers professionally and provided friendly, knowledgeable assistance.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, maintaining schedules and due dates for construction Foreman, and managing office supplies inventory.
- Confirmed appointments, communicated with clients, and updated client records.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
Range Aid, Fuels Crew, GS-4
BLM, Department of Interior, Surprise Field Office
06.2000 - 08.2000
- Field operations included selective tree cutting, constructed fire line, and tool maintenance.
- Received Fire Fighter training in Fire Behavior, Fire Leadership, Management Excellence, and Wildland Fire Power Saws Operation.
- Worked in office providing multi-phone line reception, filed catalogs and employee records, processed facsimiles, and operated copy machines.
- Enhanced crew efficiency by maintaining firefighting tools, equipment, and vehicles in excellent working condition at all times.
- Cut and cleared brush and trees using axes, chainsaws or shovels.
Education
Bachelor of Arts - Liberal Arts
California State Polytechnic University, Humboldt
Arcata, CA05-2006
Associate of Arts - CSU, University Studies
Lassen Community College
Susanville, CA12-2003
Skills
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Customer service and support
- Strong interpersonal skills
- Problem-solving skills
- CBS and Cash handling
- Gathering information
- Teamwork
- Reliability and punctuality
- Safety awareness
Timeline
Contact Representative
Bureau of Land Management
12.2024 - Current
Career Rural Carrier
United States Postal Service
08.2019 - 12.2024
Career Rural Carrier
United States Postal Service
10.2018 - 08.2019
Career Rural Carrier
United States Postal Service
05.2014 - 10.2018
Medical Receptionist
Portage Health Inc.
01.2012 - 11.2013
Customer Service Representative
JC Penney, Inc.
08.2010 - 04.2012
Enumerator, AD-03
Census Bureau, Department of Commerce
04.2009 - 07.2010
Concessionist
Crescent City Cinemas
12.2007 - 09.2008
Forestry Technician (Recreation), GS-4
U.S. Forest Service
05.2005 - 09.2009
Store Sales Associate
Redwood National/State Park Association
06.2004 - 09.2004
Fire Aid (Volunteer)
U.S. Forest Service
08.2003 - 12.2003
Receptionist
Sunrise Engineering
08.2001 - 12.2001
Range Aid, Fuels Crew, GS-4
BLM, Department of Interior, Surprise Field Office
06.2000 - 08.2000
Bachelor of Arts - Liberal Arts
California State Polytechnic University, Humboldt
Associate of Arts - CSU, University Studies
Lassen Community College
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