JESSICA SALAZAR
San Antonio,Texas
Summary
Experienced investigations support and crisis-response professional with 30+ years of experience handling sensitive employee relations matters, investigative documentation, conflict resolution, and high-responsibility operations within fast-paced environments. Holds a Bachelor of Science in Criminology/Criminal Justice with a minor in Psychology, combined with crisis response experience through the San Antonio Police Department Family Assistance Crisis Team supporting victims and families in traumatic situations. Proven ability to gather and analyze information, prepare investigative case files, maintain confidentiality, and remain composed during emotionally charged and high-pressure situations. Recognized for professionalism, sound judgment, strong situational awareness, attention to detail, and the ability to effectively communicate with individuals and families during crisis-related circumstances.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Logistics
AT&T
San Antonio, Texas
07.2021 - 03.2026
- Managed local and out-of-town delivery routes independently, ensuring timely and efficient service delivery
- Operated delivery vehicles to ensure on-time transportation of goods, contributing to customer satisfaction
- Maintained delivery schedules and safety compliance while covering additional routes and overtime assignments, enhancing operational efficiency
- Adhered to established delivery routes and schedules to enhance overall efficiency.
- Drove 200+ miles daily in high-traffic and long-distance driving conditions while maintaining safety performance standards
- Loaded, unloaded, secured, and transported heavy operational materials and oversized inventory independently
- Operated forklifts, pallet jacks, machine wrap equipment, and additional warehouse equipment safely and efficiently
- Operated company vans, box trucks, and 24-foot commercial trucks while maintaining a clean DOT driving record and DOT physical requirements
- Performed physically demanding work including lifting, carrying, pushing, and pulling materials exceeding 100 pounds
- Worked in outdoor weather conditions including heat, rain, cold, and hazardous route environments
- Conducted pre-trip inspections to maintain vehicle safety standards.
Senior Records Clerk, Workforce Operations
AT&T
06.2017 - 07.2021
- Managed workforce forecasting, scheduling, operational planning to support sales and customer service teams across 5+ regions, ensuring optimal staffing levels
- Conducted call pattern forecasting and schedule planning to align staffing with business performance goals
- Supported regional and national call centers to enhance customer operations and improve service performance through effective scheduling and resource allocation
- Collaborated with leadership teams to streamline operations and enhance customer experience
- Ensured adherence to union labor agreements during schedule assignments
Assistant Lead HR Specialist / Generalist ERM
AT&T
03.2012 - 06.2017
- Researched and analyzed employee relations data for over 1,300 formal grievance cases to inform resolution strategies
- Collaborated with union leadership, staffing teams, legal departments, and management to resolve employee relations matters and grievances, fostering positive a positive workplace environment
- Maintained professionalism and confidentiality while handling sensitive employee matters
- Trained managers and administrative staff to enhance coaching and development initiatives, improving team capabilities
- Coordinated management scheduling, meetings, and travel arrangements, ensuring seamless communication and support for labor staff accommodations
Sales & Operations Support
SBC OPS / Southwestern Bell Telephone
07.1995 - 03.2012
- Executed outbound and inbound sales strategies, enhancing customer engagement and satisfaction.
- Supported high-volume service order operations, ensuring timely and accurate processing to meet customer needs.
- Delivered customer-focused sales and service support in fast-paced telecommunications environments
- Supported external vendor sales projects, ensuring timely processing of over 1,000 customer orders and meeting delivery deadlines
- Built strong customer relationships while assisting customers with products, services, and operational support
- Managed operational reporting and productivity tracking, providing leadership teams with insights for informed decision-making.
- Assisted leadership with employee coaching, customer satisfaction initiatives, and operational support
- Designed training materials and procedures that streamlined departmental workflows
Education
Bachelor of Science - Criminology / Criminal Justice
Texas A&M University
San Antonio05-2023
Associate of Arts - Criminal Justice
Palo Alto College
San Antonio, Texas05-2019
Skills
- Conflict resolution and problem solving
- Root cause analysis
- Policy writing and documentation
- Evidence gathering and collection
- Customer relationship management
- Ethical decision making
- Confidentiality practices
- Legal compliance and regulatory adherence
- Professional boundaries in practice
- Safety planning and crisis management
- Interpersonal skills and communication
- Criminal law knowledge and application
- Calmness in crisis situations
- Undercover investigations and operations
- Staff training and development
- Logistics and warehouse operations
Volunteer Community Leadership
- San Antonio Police Department - Family Assistance Crisis Team, Supported victims and families through crisis response assistance and resource coordination while maintaining confidentiality and compassionate communication.
Languages
American Sign Language
Elementary
Certification
- DOT
- FORKLIFT CERTIFIED
Accomplishments
- 31 Years Retirement - At&t
Affiliations
- Ministry Leader
Timeline
Logistics
AT&T
07.2021 - 03.2026
Senior Records Clerk, Workforce Operations
AT&T
06.2017 - 07.2021
Assistant Lead HR Specialist / Generalist ERM
AT&T
03.2012 - 06.2017
Sales & Operations Support
SBC OPS / Southwestern Bell Telephone
07.1995 - 03.2012
Bachelor of Science - Criminology / Criminal Justice
Texas A&M University
Associate of Arts - Criminal Justice
Palo Alto College