Linda Figueroa
Baytown,TX
Summary
Highly skilled dedicated professional with 10+ years of experience in leadership roles. I bring strong analytical skills, critical thinking to my role, and collaborate well across all lines of business. My skills, system knowledge, and ability to adapt to changing business environments makes me a valuable asset to any team.
Overview
14
14
years of professional experience
Work History
Employee Services Client Support Specialist
Bright Horizons
Broomfield, CO
07.2022 - Current
- Work with Client Relations team as the primary Employee Services contact for a portfolio of clients including attending client meetings and calls
- Handle all Employee Services related escalations for portfolio of clients
- Provide any identified coaching’s to the Employee Services Supervisor so they can work with their teams on an individual and group basis for improvement
- Trouble shoot any client reported issues related to the eligibility files, payroll files, system errors, appeal and exception requests
- Research suspected fraud cases identified by Employee Services team and complete the Suspected Fraud Notification Procedures
- Work with the Employee Services Manager on Client support including launching new clients, client upgrades/enhancements, client demos, and submitting change orders
- Managed multiple client’s service inbox emails on a day to day basis including cases related to client inquiries
- Administer training to Employee Services Coordinators regarding client enhancements or new client launches
- Work closely with the project team in relation to client enhancements or client launches.
- Management of change order requests for all clients within the portfolio - working closely with Professional Services for completion of any requests.
- Management of client escalations and appeals
- Management of all reference material in Knowledge Base by validating accuracy of information - works closely with KB team to ensure information is up to date.
Employee Services Coordinator, Admin
Bright Horizons
Broomfield, CO
08.2021 - 07.2022
- Responsible for processing documentation and applying savings (when applicable) when auditing tuition verification documents
- Proofing Grades and Reimbursement Requests for items that are eligible per the client’s policy (fees, books/software, certification exams, etc.)
- Answer incoming phone and email requests for assistance and questions concerning Tuition Assistance Program
- Oversee Boeing Ticketing System and respond to participants within the given service level agreement
- Responsible for determining eligibility of appeals submitted by participant(s) and escalating any appeals to Boeing Point of Contact for final determination
- Responsible for verifying Degree Completions for participants participating in Stock Awards
Senior Customer Care Specialist
Bright Horizons
Broomfield, CO
11.2019 - 08.2021
- Provide high-level customer satisfaction
- Be the subject matter expert for clients within assigned portfolio
- Reliable resource for successfully completing supervisor call-backs and taking on live escalations that come through on the internal immediate manager help desk
- Building a strong relationship with Employee Services, effectively communicating trends and current needs to align the user experience
- Educate client employees on Bright Horizons EdAssist services, specific processes, policy information, documentation, and deadlines/timelines
- Facilitate portfolio trainings, ensuring all information being provided to consultants is current and accurate
Order Filler, T3 (Trainer), Safety Team, Desk Clerk, Quality Assurance
Walmart Distribution Center
Baytown, TX
02.2018 - 10.2019
- Certified on PE,CR, RR, CL, RC
- Use equipment to fill orders assigned for the day
- Train new hires on power equipment, order filling functions, SQP (safety quality and production)
- Engage in safety blitz and safety meetings
- Assign and monitor the workload for the day by running frequent reports via Excel using pivot tables
Associate Manager
Famous Footwear
Baytown, TX
07.2016 - 09.2017
- Provide excellent customer service and build relationships with clients in order to drive sells to meet store quota
- Managing store layout based on season
- Receiving and organizing inventory
- Loss prevention management
- Scheduling and payroll
- Training new employees
Associate Manager
Zaxby’s
Dalton, GA
04.2010 - 05.2016
- Greet and serve customers with an exceptional level of service
- Interview, hire, and train new employees
- Order, receive, organize, and maintain inventory using FIFO method
- Count tills down and send off daily deposits to bank
- Scheduling and payroll
- Serv Safe certified (2014-2019)
- Create spreadsheets with all store sales/costs per owner’s request to see trends in sales, cost, labour, etc
Education
Bachelor of Science - Management Information Systems
University of Colorado Global Campus
Aurora, CO11-2026
Skills
- Client Relationship Building
- Client service excellence
- Interpersonal and written communication
- Strong Work Ethic
- Adaptable and Flexible across new information, processes, or systems
- Data Management
- MS Office, Excel, PowerPoint
- Analytical and Critical Thinking Skills
- CRM, TAMS, 50 EdAssist Platform Knowledge
- Training
Timeline
Employee Services Client Support Specialist
Bright Horizons
07.2022 - Current
Employee Services Coordinator, Admin
Bright Horizons
08.2021 - 07.2022
Senior Customer Care Specialist
Bright Horizons
11.2019 - 08.2021
Order Filler, T3 (Trainer), Safety Team, Desk Clerk, Quality Assurance
Walmart Distribution Center
02.2018 - 10.2019
Associate Manager
Famous Footwear
07.2016 - 09.2017
Associate Manager
Zaxby’s
04.2010 - 05.2016
Bachelor of Science - Management Information Systems
University of Colorado Global Campus