Customer Service Manager
Resume:
Paula R. Castillo
*** ****** ***** **. *** Vegas, NV 89123
***************@*****.***
Professional Experience
University of Nevada, Las Vegas
Academic Success Center
Testing Center
Testing Manager
1985 – present
• Manage all aspects of a public university testing center
• Coordinate schedule for approximately 12 different tests offered numerous times
throughout the year, serving approximately 6000 students per year
• Market testing program by updating website, creating fliers, posters, advertisements
and mailings to students, members of the campus community and the general public
• Coordinate logistics and staffing for all national tests, which include GRE, LSAT,
ACT, MPRE, SAT, ACT residual test, CLEP, Firefighters Exam, Kryterion, Coronor's
Exam, English Placement Tests, PROV, COMPASS, Accuplacer and correspondence
exams from universities and colleges around the world
• Ensure that ethical standardized testing practices are followed and enforced to guarantee
test security
• Hire, train and supervise 50+ test proctors to assist in the administration of national
standardized tests
• Process payroll procedures set forth by each individual testing company to ensure
streamlined payments to proctors
• Input test scores for CLEP and ACT residual exams into UNLV's online record system
“My UNLV” for UNLV students
• Increased student usage of the UNLVE Testing Center by 300% over the past 3 years
Dean's Office
Assistant to the Dean/Business Manager
2000-2009
• Answered multi-line phone system, scheduled appointments, took messages, set up
meetings, arranged rooms, refreshments and special equipment for meetings, events,
and presentations with various University professionals, executives, donors, members
of the public, members of the Board of Regents, and Higher Administration members
throughout the Nevada System of Higher Education
• Maintained departmental budget in excess of $500,000 involving 8 wages and
operating accounts. Monitored and tracked all expenditures and forecast budget
projections in conjunction with the Dean to plan for future years
• Manage and coordinate the scholarship programs within the unit which consisted of
over $75,000 in grants and scholarships for worthy students. Screen applicants, notify
students and complete financial aid forms and required paperwork for selected award
recipients
• Organize and complete required documents to advertise vacant positions within the unit,
assist
• in the selection of search committee members, manage
and organize applicant files, coordinate meetings for search
committee members, complete required EEO reports for Human
Resources and the State of Nevada, notify candidates of
search progress, prepare and submit letter of offer, complete
contract and additional required HR forms for selected
candidates
page 2
Castillo
Student Development Center
Management Assistant
1984-2000
• Answered multi-line telephone system to schedule appointments for 12+ professional
employees, disseminate correct information to students/public, greet visitors, take
messages
• Complete hiring and accompanying hiring forms for 60+ tutors and student employees
within the department
• Assist in the training of new classified employees in departmental, University and state
of Nevada processes and procedures
• Create and maintain office files for department, file student forms, forward forms to
appropriate staff and departments as needed
• Research topics and coordinate/conduct customer service workshops for staff. Assist in
the creation of Power Point presentations for University workshops, student
orientations and conference presentations
• Monitor, research and order office supplies, equipment, facilities (meeting space), and
services for the department as needed
James R. Dickinson Library
Library Assistant
1978-1984
• Assist patrons in checking out books and materials from the Library, explain library
policies and procedures
• Maintain bookkeeping of fines and lost book payments
• Prepare and manage all necessary hiring/payroll forms for library assistants and student
employees
• Interview, select, train and evaluate new employees
EDUCATION
University of Nevada, Las Vegas 36 completed credits
Bowling Green State University, Bowling Green, OH 24 completed credits
COMPUTER AND RELATED SKILLS
Microsoft Word, Access, Excel, Lotus Notes, e-mail, Google mail, Windows and
Power Point Extensive experience with computers, scanners, fax machines, LCD
panels, projectors, copiers,
shredders
PROFESSIONAL ACCOMPLISHMENTS
• UNLV Employee of the Month
• Nominated for UNLV Employee of the Year for the past 15 years
• Awarded Student Service Award for the Academic Success Center
PROFESSIONAL REFERENCES
Dr. Gayle Juneau, Executive Director of Academic Advising, UNLV 895-5951
Rimi Marwah, Director of Learning Support, UNLV 895-0661
Anne Hein, Past Director of Academic Advising, UNLV 340-8988
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