Jaime Manuel Gonzales
Laredo
Summary
Experienced Border Patrol Agent skilled in incident reporting and surveillance techniques. Enforced border security while communicating effectively in high-pressure situations. Focused on enhancing operational efficiency and customer service through strategic problem-solving and decision-making.
Overview
5
5
years of professional experience
Work History
Border Patrol Agent
U.S. Border Patrol
Laredo
08.2025 - Current
- Responded to border security incidents and sensor activations, ensuring rapid and effective action in high-pressure environments.
- Assisted in enforcement of federal laws, enhancing border security and contributing to public safety initiatives.
- Conducted surveillance, inspections, and patrol operations in support of border security missions.
- Patrolled designated areas to prevent illegal entry and ensure border security.
- Utilized surveillance technology to monitor border activity and identify potential threats.
- Demonstrated strong communication, situational awareness, and decision-making skills during field operations.
- Maintained detailed incident reports and operational documentation to support decision-making and operational continuity.
- Prepared detailed reports on incidents, observations, and enforcement actions taken.
- Communicated and gave verbal Spanish commands to Spanish-speaking illegal aliens and smugglers.
Case Manager
Teleperformance
McAllen
03.2024 - 08.2025
- Promoted to Case Manager in December and due to critical urgency I have worked 15 hour shift for 7 days a week as part of the Casework Elite Team for the entirety of February with no day off.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to customer service activities.
- Utilized problem solving techniques when dealing with difficult or irate customers.
- Resolved escalated customer complaints in a timely manner.
- Followed up with customers regarding their satisfaction with product or service received.
- Resolved customer service inquiries promptly and efficiently.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Developed processes and systems to improve efficiency within the department.
- Consulted with customers regarding needs and addressed concerns.
- Maintained detailed records of customer interactions using contact management software.
- Monitored incoming calls to ensure they were routed correctly according to established protocols.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Provided accurate information on products and services to customers.
- Took many inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base.
- Maintained strong call control and quickly worked through scripts to address problems.
- Reported any technical problems encountered while taking calls to the IT department.
- McAllen, Texas
Sales Associate
Goodwill
McAllen
03.2023 - 11.2023
- Assisted customers with product selection, sizing and styling.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Upsold additional items based on customer interests and needs.
- Processed credit card transactions quickly and securely.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Handled customer complaints in a professional manner.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Greeted customers and provided exceptional customer service.
- Maintained up-to-date knowledge of store merchandise and policies.
- Provided accurate information about products, prices and services.
- Organized stockroom shelves according to size, color or style.
- Demonstrated product features and benefits for customers' needs.
- Conducted inventories on a regular basis to track stock levels.
- Helped customers find specific products, answered questions, and offered product advice.
- McAllen, Texas
Pipe insulator
Brand Safeway
03.2022 - 09.2022
- Complete a qualified Job Safety Plan (JSP) that accurately identifies each job task and the associated hazards, risks, and mitigation controls of each.
- During insulation removal, keep the work area clean and properly dispose of removed insulation and metal.
- Effectively communicate with crew members and supervision.
- Ensure correct installation of insulation and weatherproofing materials according to the scope and specifications of work orders.
- Maintain a clean and organized jobsite free from any unnecessary hazards associated with the work being performed by an insulation crew.
Customer Service
Jaime's Auto Shop
06.2021 - 03.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track request, problems and solutions.
- Assisted customers in making payments on accounts and setting up payments plans.
- Fielding customer complaints and queries, fast tracking them for problem resolution.
- Providing outstanding service to new and long-standing customer by attending closed to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payments options.
Skills
- Border security enforcement
- Surveillance techniques
- Incident reporting
- Operational documentation
- Crisis intervention
- Spanish communication
- Conflict resolution
Timeline
Border Patrol Agent
U.S. Border Patrol
08.2025 - Current
Case Manager
Teleperformance
03.2024 - 08.2025
Sales Associate
Goodwill
03.2023 - 11.2023
Pipe insulator
Brand Safeway
03.2022 - 09.2022
Customer Service
Jaime's Auto Shop
06.2021 - 03.2022