Marlena Ojeda
Hutto,TX
Summary
Professional emergency response specialist with comprehensive experience in high-pressure environments. Skilled in critical thinking, effective communication, and quick decision-making. Strong focus on team collaboration and adapting to changing needs. Reliable, empathetic, and adept at managing stress while maintaining calm and efficiency.
Overview
1
1
Language
1
1
Certification
15
15
years of professional experience
Work History
911 Operator (Nine One One Operator), Public Safety Telecommunicators
Austin Police Department
Austin, TX
01.2024 - Current
- Answer emergency and non-emergency calls promptly, providing accurate information to callers
- Dispatch police, fire, and emergency medical services efficiently using communication equipment
- Follow established procedures for emergency response, crisis management, and incident documentation
- Follow established protocols for prioritizing calls and assigning appropriate resources
- Communicate clearly and calmly in high-pressure situations to support community safety and
- Provide clear instructions to callers to assist during emergencies
- Maintain composure and professionalism during high-stress situations to ensure effective communication
- Multi-Tasking
- Document and update call details accurately in dispatch records and logs
- Utilize mapping and location technology to determine incident locations and route responders
- Operate telecommunication equipment and software to support daily operations
- Manage schedules and calendars
- Files and records management
- Scanning, faxing, file count, filing
- Microsoft Office Suite
- Record Keeping
Investigator III, Claims Adjusters, Examiners, and Investigators
TEXAS WORKFORCE COMMISSION
Austin, TX
06.2021 - 12.2023
- Answer Customer or Public Inquiries
- Routing Inquiries
- Coordinated, prepared, edited, and distributed correspondence, reports, studies, forms, and documents to ensure clear communication and compliance
- Collect and Research Data
- Time Management
- Coordinates and Performs General Office Duties Such as Ordering Supplies, Maintaining a Filing System and Answering and Routing phone calls
- Explained and disseminated information regarding agency programs and procedures to enhance public understanding and engagement
- Responds to Inquiries Regarding Technical Program or Administrative Regulations, Policies and Procedures
- Compiled and edited data in charts, graphs, and databases, and prepared summaries or reports to support decision-making and reporting processes
- Prepared detailed claim reports, documented findings, and maintained accurate records for compliance and auditing
- Maintain Records, Reports, or Files
- Analyzed claim information to identify potential fraud and escalated suspicious cases for further investigation
- Utilize Investigative Databases
- Employed word processing and desktop publishing software for document creation.
- Operated computers to enter, access, and retrieve data efficiently.
- Use Skip Trace
- Computer Proficiency in Microsoft Office (Word, Excel, Power Point, Outlook)
- Google Workspace (Docs, Sheets, Gmail, Calendar)
- Data Entry
- Reviewing reports and correspondence
- Executed various additional tasks as required by management.
- Manage competing priorities
- Prioritizing task effectively
- Professional phone and email etiquette
- Managing schedules and calendars
- Teamwork
- Drafting emails
Mail Processing Clerk, Postal Service Mail Sorters, Processors, and Processing Machine Operators
Postal Service Mail Sorters
Georgetown, TX
11.2015 - 11.2022
- Sorted incoming and outgoing mail by hand or using automated processing machines to ensure accurate delivery
- Inspected mail items for correct postage, address accuracy, and proper packaging
- Recorded and tracked mail processing activities to maintain compliance with postal service standards
- Followed safety protocols and procedures while handling mail and operating sorting machinery
- Collaborated with team members to ensure timely and efficient mail distribution
- Office Administration
- FIling, faxing, mailing correspondence
- Cash Handling
- Record Keeping
- File and record management
- Data Entry
Mail Processing Clerk, Postal Service Mail Sorters, Processors, and Processing Machine Operators
USPS
Yorkville, IL
11.2015 - 06.2021
- Sorted mail, packages, and flats by designated routes to ensure timely delivery.
- Processed cash transactions and facilitated product sales accurately.
- Unload & load truck.
- Performed various administrative and clerical tasks to support office operations.
UI CLAIMS EXAMINER II
TEXAS WORKFORCE COMMISSION
AUSTIN, TX
03.2012 - 03.2015
- Answer incoming calls and return calls from voice-mail messages.
- Conducted consultative and technical work to support efficient claims processing.
- Perform administrative procedures and office practices.
- Implemented Unemployment Insurance laws, rules, and regulations and of the appeals process.
- Processed and adjudicated UI unemployment Insurance claims within strict deadlines.
- Performed data entry duties.
- Prepared, maintained, and controlled forms, records, and reports to ensure accuracy and compliance.
- Interpret complex policies and procedures.
- Answer high level of telephone calls and support TWC staff.
- Respond to numerous email inquiries and provide follow ups.
- Conduct reviews of accounts to ensure compliance.
- Prepare general correspondence.
- Contributed to team efforts by completing assigned duties.
- Provide employers and customers with information regarding their appeal rights.
- Accurately document details provided by employers and customers.
- Communicated administrative policies, procedures, standards, and methods.
- Interpret policies and procedures and make administrative decisions as appropriate.
- Managed high volume communications via telephone, e-mail, and written correspondence with claimants, employers, accountants, and attorneys to effectively resolve overpayment issues.
- Worked detailed use and familiarity with the TWC Unemployment Benefits automated system to relay to parties how overpayments were established and to provide payment options.
- Worked issuance of past-due notices and review of UI benefit rulings, and other enforcement actions.
- Worked with claimants and other states on interstate collection efforts.
- Assisted in overseeing the work of others or provide training when supervisor is unavailable.
- Analyzed programs and procedures to recommend changes or upgrades.
- Scanning, filing, faxing, record management
- Schedule meetings
- Maintaining Confidentiality
- Maintain databases
- Responding to inquiries courteously
- Maintain accuracy in records and data
- Microsoft Office
- Google Workspace
Customer Service Clerk, Customer Service Representatives
EZ Money
Austin, TX
05.2011 - 03.2012
- Handle cash transactions and deposits.
- Type up and review over loan agreements.
- Administrative and clerical work.
- Answer phone lines and respond to voice-mail messages.
- Data entry.
- Maintain cleanliness of store.
- Marketing.
- Clerical Administration and Business management practices.
- Preparation, maintenance,and control of forms records and reports.
- Performed related work as assigned.
- Respond to numerous email inquiries and follow ups.
- Communicate administrative policies, procedures, standards, and methods.
Education
Accounting/Finance
Morton College
Cicero, ILSkills
Ability to Multitask
Personal and Interpersonal Skills
Organizational Skills
Excellent Communication Skills
Attention To Detail
Problem-Solving
Computer Proficient
Time Management
Adaptability
Office Procedures
Data Entry and Basic Data Analytics
Certification
- TCOLE License Austin Police Department 12/2024
- Notary Republic State of Texas 08/2024
Languages
Spanish
Native or Bilingual
Interests
I received my Gold Award in Girl Scouts, I have have over 200hrs of volunteer work as a youth into my early adulthood, within my community
Timeline
911 Operator (Nine One One Operator), Public Safety Telecommunicators
Austin Police Department
01.2024 - Current
Investigator III, Claims Adjusters, Examiners, and Investigators
TEXAS WORKFORCE COMMISSION
06.2021 - 12.2023
Mail Processing Clerk, Postal Service Mail Sorters, Processors, and Processing Machine Operators
Postal Service Mail Sorters
11.2015 - 11.2022
Mail Processing Clerk, Postal Service Mail Sorters, Processors, and Processing Machine Operators
USPS
11.2015 - 06.2021
UI CLAIMS EXAMINER II
TEXAS WORKFORCE COMMISSION
03.2012 - 03.2015
Customer Service Clerk, Customer Service Representatives
EZ Money
05.2011 - 03.2012
Accounting/Finance
Morton College