Vanessa Zavaleta-Garcia
Kennewick
Summary
Bilingual union representative skilled in policy interpretation, regulatory compliance, and conflict resolution. Committed to enhancing member education and engagement while navigating complex workplace situations.
Overview
8
8
years of professional experience
Work History
Tier 1 Union Representative
Seiu 775
Seattle
10.2023 - Current
- Acted as the first point of contact for union members, managing high-volume inquiries related to workplace concerns, policy interpretation, and compliance with Washington State labor laws to support member understanding.
- Conduct initial case intake by gathering relevant information, asking clarifying questions, and collecting supporting details to accurately assess member concerns
- Analyze issues and determine appropriate next steps, including assigning and escalating cases to the correct department following structured escalation protocols
- Navigate complex and sensitive situations involving emotional or high-conflict member concerns, using strong communication and problem-solving skills
- Support member education and training by guiding individuals through required processes, explaining compliance requirements, and reinforcing policy adherence
- Prepared clear, professional written communications to members, providing explanations of processes, rights, and case updates to enhance member awareness and engagement
- Delivered bilingual support by translating and interpreting for Spanish-speaking members to ensure understanding of policies and procedures.
- Uphold strict confidentiality and professionalism when handling sensitive and legally relevant information
Receptionist
Perfection Cleaning
Kennewick
06.2020 - 04.2023
- Acted as the primary point of contact for clients, handling incoming calls, emails, and service inquiries with professionalism and efficiency.
- Communicated with clients to confirm services, provide timely updates, and resolve concerns effectively
- Scheduled and coordinated appointments, ensuring accurate calendar management and timely service delivery
- Maintained organized client records and scheduling information, ensuring high accuracy to support efficient service delivery
- Created invoices and processed billing, addressing client questions and concerns to ensure clarity regarding services and charges
- Managed multiple priorities in a fast-paced environment while maintaining attention to detail
- Performed administrative duties including data entry, email monitoring, and routing communications appropriately
Customer Service Representative
Amazon
Kennewick
02.2020 - 05.2020
- Resolved high-volume customer inquiries on package delivery, order status, and account issues, enhancing customer satisfaction
- Addressed billing-related concerns and complaints, clarifying issues and ensuring resolution in line with company policies
- Delivered timely, accurate support while adhering to established procedures, ensuring consistent service quality
- Documented customer interactions and resolutions in internal systems
Call Center Agent
Kelley's Tele-Communications
Kennewick
09.2018 - 01.2020
- Managed high-volume inbound calls for a diverse client base including law firms, medical offices, utility companies, advocacy organizations, and funeral homes
- Provided professional and accurate call handling services while adhering to client-specific policies, protocols, and confidentiality requirements
- Communicated effectively with a wide range of individuals, including clients in high-stress or emotional situations, maintaining professionalism and empathy
- Interpreted and followed varying instructions for each account to ensure proper message intake, routing, and escalation procedures
- Routed urgent and time-sensitive communications to the appropriate contacts, including on-call staff, attorneys, medical personnel, and service providers
- Documented call details, messages, and critical information in internal systems, ensuring clarity and completeness for effective client follow-up
- Adapted quickly to changing policies and procedures across multiple industries, ensuring compliance and consistency in service delivery
Education
Associate of Applied Science - Criminal Justice
Walla Walla Community College
Walla Walla, WA06-2026
Skills
- Policy interpretation
- Regulatory compliance
- Case analysis
- Bilingual support
- Conflict resolution
- Effective communication
- Multitasking
Languages
Spanish
Professional
Timeline
Tier 1 Union Representative
Seiu 775
10.2023 - Current
Receptionist
Perfection Cleaning
06.2020 - 04.2023
Customer Service Representative
Amazon
02.2020 - 05.2020
Call Center Agent
Kelley's Tele-Communications
09.2018 - 01.2020
Associate of Applied Science - Criminal Justice
Walla Walla Community College