Oliva Velasquez
Tomball,TX
Summary
Administrative professional with 10+ years of experience supporting customers, employees, and internal teams across call center, HR, pension processing, and operations environments. Highly effective in managing high call volumes, maintaining accurate digital records, and communicating clearly with customers and stakeholders in virtual settings. Proven ability to work independently, meet deadlines, and handle sensitive information with discretion. Fluent in Spanish.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Mr. Chill Heating & Air
02.2024 - 01.2026
- Handle high-volume inbound calls, including emergency service requests, while maintaining professionalism and accuracy.
- Dispatch HVAC technicians and coordinate same-day and scheduled service calls.
- Document all customer interactions, work orders, and service updates in company systems.
- Verify equipment availability, contact customers, and schedule installations.
- Prepare daily installation packets for technicians to ensure efficient job execution.
Pension Processor
AON
08.2022 - 04.2023
- Managed participant calls regarding pension benefits, eligibility, and documentation requirements.
- Reviewed and processed pension paperwork for multiple clients daily, ensuring compliance and accuracy.
- Maintained organized electronic records and met strict processing timelines.
- Collaborated with specialists and management to resolve participant questions and escalations.
Customer Service Representative
Enhanced Revenue Solutions
02.2022 - 08.2022
- Handled 30+ calls daily while delivering accurate information and high-quality service.
- Verified any insurance information.
- Assisted patients with reviewing account balances, resolving billing concerns, and processing payments.
- Accepted credit card payments and issued payment confirmations via email.
- Managed callbacks and escalated complex account issues to appropriate teams.
- Maintained customer records in company CRM tool, document customer interactions and transactions.
- Maintained verbal and written communication with managers across multiple locations.
Sales Assistant
Magnolia Gardens Nursery
01.2018 - 12.2020
- Provided customer service support by greeting customers and assisting with plant and landscaping selections.
- Submitted Orders & posted Payments for all Customers before sending out deliveries.
- Entered, tracked, and followed up on customer orders and delivery timelines.
- Conducted weekly inventory counts and maintained inventory reconciliation spreadsheets.
- Coordinated packing, shipping, and customer notifications for plant deliveries.
- Trained new employees on operational procedures and safety standards.
- Supported administrative tasks including invoicing, procurement, and vendor coordination.
HR Assistant
AccuFleet
03.2005 - 12.2017
- Supported recruitment activities including application processing, interviews, background checks, and drug screenings.
- Scheduled daily in-person interviews.
- Maintained confidential employee files in compliance with legal and company requirements.
- Updated all Staffing reports on weekly meetings.
- Assisted with onboarding, orientation, and employee training sessions.
- Responded to internal and external HR inquiries regarding benefits, policies, and procedures.
- Reviewed employee timecards and managed PTO request processing.
- Supported safety procedures and compliance initiatives across the organization.
- Responsible for employee workers comp claims.
Education
High School Diploma -
Eisenhower High School
South Houston, TXSkills
- Remote Customer Service & Virtual Support
- High-Volume Call Handling (Inbound & Outbound)
- Dispatching, Scheduling & Calendar Management
- Documentation & Digital Records Management
- HR & Employee Onboarding Support
- Benefits, Payroll & Pension Processing
- Microsoft Office Suite (Word, Excel, PowerPoint)
- CRM & Call Center Systems
- Time Management & Independent Work
- Problem Solving & Multitasking
- Data entry
- Call center experience
- Payment processing
Timeline
Customer Service Representative
Mr. Chill Heating & Air
02.2024 - 01.2026
Pension Processor
AON
08.2022 - 04.2023
Customer Service Representative
Enhanced Revenue Solutions
02.2022 - 08.2022
Sales Assistant
Magnolia Gardens Nursery
01.2018 - 12.2020
HR Assistant
AccuFleet
03.2005 - 12.2017
High School Diploma -
Eisenhower High School