Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Veronica Martinez

Henderson,CO

Summary

Customer-focused professional with extensive experience handling high-pressure situations, resolving complex issues, and de-escalating emotionally charged interactions. Proven ability to exercise sounds judgement, interpret policy, and own cases through full resolution.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

Intermountain Healthcare
Broomfield, CO
11.2025 - Current
  • Resolve complex customer issues
  • De-escalate concerns
  • High-Volume Support
  • Critical Thinking
  • Documentation
  • Active listening & Empathy
  • Professional verbal and written communication

Staff Assistant

Denver Sheriff Department
Denver, CO
07.2021 - 05.2022
  • Prepared and checked all new employee documentation.
  • Build and maintained 400+ calendars in Telestaff.
  • Audit Work Calendars to ensure accuracy in pay.
  • Verify employees time accruals such as vacation, sick and comp in Kronos.
  • Communicate with employees regarding issues with pay.
  • Conduct shift and vacation votes.
  • Run Bi-weekly payroll for 800+ employees and audited files for accuracy.
  • Maintained payroll by calculating, collecting, and entering data.
  • Accurately calculated overtime, salary increases, suspensions, and withholdings.
  • Work closely with HR on matters regarding modified Duty, Workers Comp and FMLA.
  • Communicate with employees regarding issues with pay.
  • Work in several different programs including Teletstaff, Kronos, Workday, Alfresco, and Docuware.

Deputy Sheriff

Denver Sheriff Department
Denver, CO
07.2013 - 07.2021
  • Supervised 50-60 inmates at a time and successfully controlled operations to reduce internal incidents and maintain a safe and secure environment.
  • Monitored inmates daily activities for any unusual behavior, improper conduct and signs of possible conflict.
  • Applied de-escalation techniques to resolve conflict, reducing the need for forceful intervention.
  • Demonstrated good judgement while responding quickly under high stress situations.
  • Wrote detailed facts to prepare incident reports.
  • Advanced to a specialty position in the Operations Unit within first year of employment.
  • Responsible for keeping inventory and purchasing supplies through contracted Vendors.
  • Implemented a new Law Library reducing number of grievances by 50%.
  • Managed Commissary store, processed and delivered over 1200 orders to two facilities every week.

Education

High School Diploma -

Wheatridge Highschool
Wheat Ridge, CO
05.2009

Skills

Customer Escalations

  • De-escalation Techniques
  • Policy Interpretation
  • Case Management
  • High-Volume Support
  • Critical Thinking
  • Documentation
  • Cross-Functional Collaboration

Timeline

Customer Service Representative

Intermountain Healthcare
11.2025 - Current

Staff Assistant

Denver Sheriff Department
07.2021 - 05.2022

Deputy Sheriff

Denver Sheriff Department
07.2013 - 07.2021

High School Diploma -

Wheatridge Highschool
Veronica Martinez