MARIE HERNANDEZ

• Provide administrative and customer service support for State and Federal biometric programs, managing client accounts and partner office operations. Collaborate with multiple departments across the organization to resolve issues, handle escalations, and ensure smooth day-to-day operations.
• Ensure partner offices remain compliant with State and Federal regulations, contractual obligations, and internal policy standards
• Coordinate site closures, schedule management, and partner communications across various locations.
• Support training coordination for onboarding locations or new employees.
• Assist with troubleshooting equipment issues, collaborating with technical support teams.
• Monitor and respond to high-volume emails and calls, maintaining service level expectations.

Mobile / Various Locations in Texas

• Performed biometric identity enrollment for State regulated fingerprinting services, independently setting up and operating mobile capture stations while maintaining strict standards for data security, applicant verification, and procedural compliance.
• Handle sensitive documentation and ensure compliance with established guidelines and internal protocols for Federal regulated programs.
• Maintained equipment and performed troubleshooting to minimize downtime and service disruptions.
• Managed on-site customer appointments and walk-in services, providing excellent client support in high-pressure environments.
• Communicated daily with partner offices and internal teams to coordinate schedules and maintain appointment availability.
• Selected to participate in ACP and ECQC training to support new partner location onboarding, including specialized equipment setup, operational readiness, and quality control.

• Oversaw front office operations, coordinating with property management, maintenance, and housekeeping services.
• Managed tenant relations, addressing concerns and escalating maintenance needs.
• Supervised employees, including scheduling, training, and performance evaluations.
• Met with third party agencies to conduct thorough discovery and due diligence on rental properties.
• Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays and schedule changes.
• Handled tenant complaints promptly and appropriately as needed.
• Improved process efficiency in alignment with quality control standards.

• Led a team in consultative sales strategies to meet revenue goals and boost member satisfaction
• Addressed and resolved daily customer issues, including delivery delays, order cancellations, and escalated service concerns, ensuring a positive customer experience and retention.
• Directed and coordinated marketing initiatives to promote products and services, including developing social media content and campaigns to drive in-store event participation and increase sales.
• Partnered with merchandising leadership to design and execute impactful floor plans and product placement strategies, ensuring alignment with brand guidelines while driving customer engagement and revenue growth.