Glenis Flores
Tampa,FL
Summary
Dedicated and empathetic bilingual professional with over five years of customer service and administrative experience. Skilled in managing client communications, maintaining confidentiality, and assisting with immigration documentation. Currently pursuing a Business Management degree at Hillsborough Community College. Seeking to bring organizational excellence, compassion, and cultural understanding to a receptionist role in an immigration law office.
Overview
15
15
years of professional experience
Work History
Contact Center Help Desk Representative
Epiq Systems, Inc.
01.2020 - Current
- Handle complex inquiries and ensure accurate documentation of client communications.
- Communicate with professionalism and empathy when assisting clients with sensitive matters.
- Collaborate across departments to ensure case resolution and maintain confidentiality.
- Utilize Microsoft Office and CRM systems for client data management and escalation tracking.
Enlisted Soldier
U.S. Army National Guard
05.2024 - Current
- Support administrative and operational documentation for unit members, including completion of personal and legal forms.
- Provide assistance to fellow military personnel with immigration paperwork and family petition documentation.
- Maintain strict confidentiality and attention to detail in all records.
- Conduct logistics, security, and communication operations to ensure mission readiness.
- Demonstrate discipline, organization, and strong teamwork in high-pressure environments.
Contact Center Agent
Epiq Systems, Inc.
01.2019 - 01.2020
- Delivered responsive and efficient customer support via phone and email.
- Escalated complex issues and ensured follow-up through completion.
- Maintained accurate case notes and billing records while adhering to company protocols.
Sales Representative
Metro by T-Mobile
01.2015 - 01.2016
- Advised clients on service plans and solutions tailored to their individual needs.
- Managed client documentation and transactions with accuracy and care.
- Exceeded monthly performance goals through exceptional communication and service.
Retail Associate / Team Lead
La Barra Liquor Store
01.2011 - 01.2014
- Supervised a team of four employees and managed store operations.
- Supported customers in selecting products and processed sales in compliance with legal requirements.
- Maintained detailed records and ensured a positive client experience.
Education
Associate of Arts - Business Management
Hillsborough Community College
Tampa, FLBasic Military Training - undefined
U.S. Army
Ft. Sill, OK01.2025
Advanced Military Training - Cannon Crew Member
U.S. Army
Ft. Sill, OK01.2025
High School Diploma - undefined
Pleasant Valley High School
Chico, CA01.2016
Skills
- Immigration Form Assistance (USCIS, NVC, I-130, I-824, etc)
- Administrative & Clerical Support
- Bilingual: English / Spanish
- Client Intake & Case Documentation
- Data Entry & Record Management
- Customer Service & Problem Resolution
- Confidentiality & Professionalism
- Microsoft Office & Google Workspace
COMMUNITY & VOLUNTEER EXPERIENCE
Immigration Assistance Volunteer, Tampa, FL, 2023, Present, Helped U.S. military families complete and organize immigration petitions and related forms (I-130, I-864, I-765, etc.)., Guided applicants through documentation requirements, ensuring completeness and compliance., Maintained confidentiality and accuracy when handling personal and legal information.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Enlisted Soldier
U.S. Army National Guard
05.2024 - Current
Contact Center Help Desk Representative
Epiq Systems, Inc.
01.2020 - Current
Contact Center Agent
Epiq Systems, Inc.
01.2019 - 01.2020
Sales Representative
Metro by T-Mobile
01.2015 - 01.2016
Retail Associate / Team Lead
La Barra Liquor Store
01.2011 - 01.2014
Basic Military Training - undefined
U.S. Army
Advanced Military Training - Cannon Crew Member
U.S. Army
High School Diploma - undefined
Pleasant Valley High School
Associate of Arts - Business Management
Hillsborough Community College