Summary
Overview
Work History
Education
Skills
Timeline
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Maricela Jimenez

Houston

Summary

Dynamic HR professional with a proven track record at The Home Depot Inc, excelling in customer service and problem-solving. Recognized for enhancing team performance and reducing handle time through adaptability and critical thinking. Skilled in data analysis and proficient in HR systems, delivering exceptional support and achieving departmental goals.

Overview

10
10
years of professional experience

Work History

HR Services Contact Center Associate

The Home Depot Inc
06.2025 - Current
  • Participated in ongoing training initiatives, staying up-to-date on industry trends and best practices for contact centers.
  • Adapted communication styles based on individual client preferences, ensuring a personalized experience for each interaction.
  • Enhanced team performance by consistently meeting and exceeding contact center KPIs.
  • Contributed to departmental goals by consistently achieving personal targets for both quality and quantity metrics.
  • Reduced average handle time with efficient call handling techniques, resulting in higher productivity.
  • Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.
  • Provide exceptional customer service to every associate by leveraging extensive knowledge of policies and procedures and creating a welcoming, positive experience though chat, tickets and over the phone.

Employee Service Specialist/Customer Service Representative

Houston ISD
10.2019 - 02.2024
  • Assisted employees unfamiliar with tech by guiding themm through HISD website and One Source Portal.
  • Delivered prompt and exceptional service by actively listening to employees/customers needs ensuring a resolution in a timely maner enhancing overall satisfaction.
  • Investigated and resolved issues related to compensation, payroll, benefits, escrow accounts, leave balances, TRS, W-4/W-2 forms, workers' compensation, time and labor tracking, supplemental sick leave bank, and direct deposit discrepancies.
  • Analyzed HR-related data to identify patterns and trends, developing recommendations to address recurring issues and improve system efficiency.
  • Collaborated with departments including Budget, Payroll, Shared Services, Staffing, and Benefits to ensure accurate and timely issue resolution, in line with district policies and procedures.
  • Welcomed employees, processed badge printing, and granted building access to ensure smooth onboarding and compliance with district security protocols.
  • : Processed and submitted wage, benefits, social security, health, and human services verifications for both current and former employees, adhering to district, state, and federal guidelines.
  • Managed the flow of incoming and outgoing mail for the HR department, ensuring timely distribution and communication.
  • Fielded incoming calls, routed inquiries to the appropriate department, and provided general assistance to staff and external customers.
  • Administered and maintained the Employee Service Website using Blackboard, providing employees with easy access to relevant HR information and resources.
  • Performed other HR-related tasks as assigned, contributing to the efficiency and organization of the department.
  • Managed the ordering and processing of materials for district operations, ensuring timely and accurate procurement for various departments and campuses.
  • Entered and reviewed employee payroll data, ensuring accuracy and timely processing for all district staff.
  • Created, confirmed, and closed service tickets for completed jobs, providing a record of maintenance and facility operations across multiple campuses.
  • Closed out work orders and tracked job progress across multiple campuses, ensuring tasks were completed efficiently and on time.
  • Maintained records of purchase orders and invoices, ensuring accurate tracking of financial documents for district operations

CE- Support Specialist

Houston Community College
04.2015 - 04.2018
  • Provided guidance to prospective and current students on course selection, academic programs, and the enrollment process, ensuring they made informed decisions about their academic careers.
  • Maintained and updated student accounts in the PeopleSoft system, ensuring accuracy in enrollment records and academic history.
  • Advised students on available academic programs and curriculum options, assisting them with course planning to meet their academic goals.
  • Organized, maintained, and updated student files throughout their academic careers, ensuring all records were accurate and up-to-date.
  • Answered and returned phone calls, providing excellent customer service and addressing student inquiries regarding enrollment, courses, and academic policies.
  • Monitored enrollment for continuing education courses daily, ensuring that courses were filled and students were enrolled in the appropriate classes.
  • Kept Program Managers and instructors informed on class status, enrollment numbers, and other relevant updates to ensure smooth program delivery.
  • Contacted students via telephone or email regarding class payment deadlines, schedule changes, and any necessary updates, ensuring timely communication and resolution of issues.
  • Prepared orientation materials for continuing education programs, secured event rooms, and coordinated logistics for successful program orientations.
  • Worked closely with Texas Workforce Commission vouchers, processing related documentation and assisting students in utilizing available funding.
  • Assisted in generating and working with purge reports, ensuring that outdated or inactive student records were properly addressed in compliance with institutional policies.
  • Assisted instructors with timesheet submission and ensured proper documentation was handed to the supervisor for approval.
  • Provided support to students navigating financial aid options and procedures, ensuring that they understood available resources and application processes.
  • Trained incoming employees on departmental procedures, systems, and best practices to ensure efficient operations and high-quality student support.

Education

Associate of Science -

Houston Community College
Huston TX
05-2018

Skills

  • Adaptability
  • Restorative
  • Computer literacy
  • Critical thinking
  • Time Management
  • Problem solving

Timeline

HR Services Contact Center Associate

The Home Depot Inc
06.2025 - Current

Employee Service Specialist/Customer Service Representative

Houston ISD
10.2019 - 02.2024

CE- Support Specialist

Houston Community College
04.2015 - 04.2018

Associate of Science -

Houston Community College

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Maricela Jimenez