Summary
Overview
Work History
Education
Skills
Educational Summary
Timeline
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Pamela Salinas

Dallas,Texas

Summary

Skilled and enthusiastic, ready to take on new tasks, 17 years in the Client Support, Escalation Manager, Administrative and Legal Administration area. Seeking a challenging & stable position where previous experiences and knowledge can be utilized to grow within. Dedicated Service Consultant adept at writing service orders, building customer relationships and solving diverse problems. Steps into multiple roles to accomplish demanding objectives in fast-paced environments.

Overview

17
17
years of professional experience

Work History

Service Consultant / Escalation Manager

SAP - Concur Travel & Expense
06.2013 - 01.2024
  • Maintain regular meetings with the client, discussing goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps
  • Manage the expectations of the client by understanding the key business drivers and their prioritization
  • Maintain active documentation of what is completed for the client; new functionality review (monthly) site health check (every 4-6 months), case escalations (daily/weekly), enhancement requests (weekly), etc
  • Facilitate Kick-off (transition) call for new Service Administration clients, collaborate with consultants to ensure prompt resolution
  • Gather advanced functional and simple technical business requirements from client with potential translation into a Solution Suggestion according to client needs and scope of Concur products/services
  • Provided computer help desk support via telephone communications with end-users regarding issues on software as well as providing technical training
  • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions
  • Managed the Salesforce Concur portal queue, registering cases on Salesforce
  • Documented success in responding all inquiries and tickets in a timely manner
  • Monitored and responded phone and e-mail requests for technical & troubleshoot support
  • Assist end users to successfully use and navigate through the Concur travel & expense tool
  • Improve customer experience and client satisfaction by acting as a client liaison with Concur Support
  • Train and educate users on how to utilize the Concur tool efficiently and effectively.
  • Enhanced customer satisfaction by addressing and resolving service-related issues promptly.
  • Streamlined service processes for increased efficiency and improved customer experience.
  • Developed strong relationships with clients, leading to increased loyalty and repeat business.
  • Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.

Paralegal / Legal Administrative Assistant

Tamera Koeder, Immigration, Criminal & Civil Attorney
03.2007 - 09.2012
  • Handle the responsibilities of troubleshooting to meet customer satisfaction.
  • Consult and analyze with customer about the services offered by the firm.
  • Communicating with courts daily, check updated docket dates.
  • Handled the tasks of conducting training sessions of our new hire personnel.
  • Prepared records of daily activities performed with our clients.
  • Prepare Visa/Consular Process packets including I-601 waiver packets.
  • Deferred action, I-485, I-130, U-Visas, I-360, N-400, I-90, N-600, draft using adobe.
  • Perform E-Verify & Criminal Background checks on potential employees.
  • Responsible for dealing with customers and explained them about the operating procedures of the organization.
  • Handled the responsibilities of new hires, interviews & evaluations.
  • Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
  • Assisted attorneys with trial preparation through thorough research and analysis of relevant laws and regulations.
  • Streamlined communication between clients and legal staff by managing client inquiries promptly and professionally.
  • Improved document organization by implementing a comprehensive file management system for easy access to essential case materials.

Education

Bachelor of Science - Political Science

Texas Woman's University
Denton, TX
05.2022

Skills

  • Possess effective written and verbal communication skills
  • Ability to perform tasks independently as well as part of a team
  • Work well under pressure, welcome criticism in area of improvement
  • Ability to handle multiple tasks and solve customer queries efficiently
  • Goal oriented and ability to set goals as well as meet objectives
  • Skilled in providing Customer and End-User Help Desk Support Easily identify and resolve technical issues and concerns
  • Excellent communication and presentation capabilities
  • Highly initiative to manage a busy workload without close supervision
  • Account Management, Complaint Resolution
  • Client Relationship Building and Project Management

Educational Summary

  • Brookhaven College- associate degree in arts
  • Texas Woman’s University – bachelor’s degree in political science with Legal Emphasis
  • Spanish & English Fluent

Timeline

Service Consultant / Escalation Manager

SAP - Concur Travel & Expense
06.2013 - 01.2024

Paralegal / Legal Administrative Assistant

Tamera Koeder, Immigration, Criminal & Civil Attorney
03.2007 - 09.2012

Bachelor of Science - Political Science

Texas Woman's University

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Pamela Salinas