Jessica Villegas Ochoa
Telesolv Consulting (Contractor for Customs and Border Protection-Trusted Traveler Programs)
Nogales,AZ
2
Languages
5
years of professional experience
Organized and detail-oriented General Office Clerk with proven expertise in data entry, records management, and customer service within high-volume, compliance-driven environments. Demonstrated ability to enhance office productivity and operational efficiency through effective communication, time management, and advanced problem-solving skills. Skilled in conflict resolution, process improvement, and stakeholder engagement, with a strong track record of supporting mission objectives and ensuring strict adherence to federal policies and confidentiality requirements. Adept at training and supervising staff, managing multiple priorities, and fostering a collaborative team environment to drive achievement of organizational goals.
Work History
General Office Clerk / Mission Support Technician
3 Years 5 Months- Delivered comprehensive mission support and administrative assistance to the CBP Trusted Traveler Programs enrollment center, contributing to operational efficiency and achievement of organizational objectives.
- Provided exceptional customer service to applicants and stakeholders, addressing inquiries, resolving issues, and ensuring a positive experience throughout the enrollment process.
- Applied conflict resolution and de-escalation techniques to manage high-stress situations, resolve complex customer complaints, and mediate applicant disputes, supporting a safe and professional work environment.
- Ensured compliance with DHS policies, federal security regulations, and program standards by accurately inspecting identity documentation and processing applicant files.
- Performed secure data entry and records management by accessing government databases, verifying applicant information, updating records, and maintaining confidentiality of Personally Identifiable Information (PII).
- Coordinated appointment scheduling and applicant flow using the Trusted Traveler Programs portal, streamlining processes and supporting continuous process improvement.
- Assisted the public with account setup and online application submissions, reducing processing times and enhancing customer satisfaction.
- Managed office supplies, maintained inventory, and supported administrative operations to ensure uninterrupted mission support activities.
- Organized and maintained filing systems for efficient document retrieval, records retention, and compliance with federal documentation policies.
- Communicated effectively with internal and external stakeholders via phone and email, providing timely and accurate information to support mission objectives.
Service Manager
3 Years 4 Months- Supervised, trained, and motivated a team of service staff, providing ongoing coaching and performance feedback to ensure high-quality customer service and operational excellence.
- Oversaw daily operations, ensuring strict compliance with company policies, health and safety regulations, and quality standards.
- Utilized conflict resolution and de-escalation techniques to promptly resolve customer complaints and escalated issues, enhancing overall service experience and maintaining a positive environment.
- Improved customer satisfaction ratings by actively engaging with customers, addressing concerns, and implementing effective solutions to service challenges.
- Developed and delivered comprehensive training programs for new hires, elevating service quality, consistency, and staff competency.
- Monitored employee performance, conducted evaluations, and facilitated professional development to support team growth and retention.
- Coordinated staff schedules, delegated assignments, and managed resources to optimize workflow and maintain uninterrupted service delivery.
- Maintained accurate records and documentation related to staff performance, customer interactions, and operational activities, supporting compliance and records management.
- Fostered positive communication and stakeholder engagement with both internal teams and external customers to achieve organizational objectives.
Education
High School Diploma
Skills
Data Entry & Records Management
Applicant Processing
Microsoft Office Suite (Excel
Word
PowerPoint)
Policy Compliance & Documentation
Conflict Resolution & De-escalation
Customer Service & Stakeholder Engagement
Process Improvement
Effective Communication & Time Management
Staff Training & Supervision
Languages
English (Fluent)
Spanish (Fluent)
Timeline
General Office Clerk / Mission Support Technician
Telesolv Consulting (Contractor for Customs and Border Protection-Trusted Traveler Programs)
03.2023 - CurrentRead More
Service Manager
Chipotle Mexican Grill
01.2022 - 05.2025Read More
Nogales High School
High School Diploma
Read More