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.
Customer Service Representative at United health Group- Optum Government SolutionsCustomer Service Representative at United health Group- Optum Government Solutions