Mary Vasquez
El Paso,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Ability to offer sincere and sympathetic perspective for others dealing with difficult circumstances.
Overview
13
13
years of professional experience
Work History
Investigator I
Texas Workforce Commision
10.2025 - Current
- Carefully documented statements, observations, and evidentiary material.
- Collected, analyzed and interpreted information associated with investigations.
- Review and determine eligibility for unemployment benefits including liability of employers for reimbursement.
- Interview claimants and employers to gather facts on claims being investigated and entering statements during this process.
- Document reason for accepting one set of facts over another in determination's rationale.
- Check wage data for unreported earnings and investigating improper payments when needed.
- Review requests from claimants for additional wages and deletions of wages.
- Provide information about the appeals process to claimants, as applicable.
- Provide information on unemployment insurance claims provisions, processes, and requirements to claimants and employers.
- Maintain a professional, neutral tone.
CSR III
Texas Workforce Commission
04.2022 - Current
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about protocol updates and changes.
- Enter information into the claims databases, process letters for claimants and maintain and view records.
- Process UI claims over the telephone.
- Interpret and explain program requirements, regulations and procedures.
- Conduct interviews and collect information for investigations.
CSR II
Texas Workforce Commission
07.2021 - 04.2022
- Process UI claims over the telephone.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Enter information into the claims databases, process letters for customers and maintain and review records.
- Interpret and explain program requirements, regulations and procedures.
Accounting Assistant
Bravo Cadillac
09.2016 - 07.2021
- Processed payments and documents such as invoices, journal vouchers and statements.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Maintained clean and organized files by keeping finance records up-to-date to ensure timely payment.
- Used accounting software to prepare weekly and monthly financial reports.
- Facilitate contract cancellations between customer and lienholder.
- Input, maintain and reconcile vehicle inventory for 2 locations.
- Prepare documents for financial contracts, transactions and regulatory compliance.
- Confer with customers by telephone or in person to provide information about services, cancellations and contract status.
Title Clerk
Bravo Cadillac
08.2015 - 09.2016
- Entered title and vehicle information into database.
- Calculated and remitted state sales tax, service, and other charges.
- Organized and prepared tax and title documents to transfer ownership of property.
- Received and processed paperwork for titles, new license plates, and renewals.
- Communicated with customers to resolve common title issues.
- Managed and reconciled accounts to finalize accurate and complete financial transactions.
- Audited and reviewed title documents for accuracy and compliance with state and federal regulations.
- Performed data entry and other administrative tasks to keep records and files organized and accurate.
Service Advisor
Bravo Cadillac
02.2013 - 03.2015
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Documented problems and corrective actions to maintain records.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
Warranty Administrator
Bravo Cadillac
02.2013 - 03.2015
- Gathered paperwork and contacted customers to book appointments.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Maintained detailed service and customer records.
- Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
- Posted payments to accounts and maintained records.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
Education
High School Diploma -
Riverside High School
El Paso, TX06.2006
Skills
Clear verbal and written communication
Active listening
Giving and receiving constructive feedback
Task prioritization
Multitasking
Additional Information
Experience with Microsoft programs, fax machines, copiers, 10 touch key telephone.
Timeline
Investigator I
Texas Workforce Commision
10.2025 - Current
CSR III
Texas Workforce Commission
04.2022 - Current
CSR II
Texas Workforce Commission
07.2021 - 04.2022
Accounting Assistant
Bravo Cadillac
09.2016 - 07.2021
Title Clerk
Bravo Cadillac
08.2015 - 09.2016
Service Advisor
Bravo Cadillac
02.2013 - 03.2015
Warranty Administrator
Bravo Cadillac
02.2013 - 03.2015
High School Diploma -
Riverside High School