Yesenia Tovar Charles

U.S Department of Education

• Help borrowers understand repayment plans, financial responsibility and loan forgiveness options
• Accurately updated and maintained customer account
• Utilized research tools to resolve account discrepancies.
• Researched policies to ensure compliant responses, maintain up-to-date knowledge of federal, state, and institutional financial aid regulations

• Managed data entry and documentation for environmental waste services.
• Scheduled and tracked waste collection appointments.
• Maintained compliance records and assisted in renewing permits with Texas Commission on Environmental Quality.
• Processed invoices and handled basic bookkeeping tasks.

U.S Citizenship and Immigration Services

• Mentored and coached team members on QA topics and strategies.
• Created and analyzed performance reports
• Reviewed compliance documentation and customer service calls.

• Processed immigration-related inquiries and transactions.
• Provided bilingual customer support and ensured compliance with DHS guidelines.