Customer Service Administrative Assistant

NORMA L. PAGÁN

**** *. ********* ******: 915-***-****

El Paso, Texas 79925 *************@*****.***

Dear Hiring Professional:

Please consider this letter of Introduction as an expression of my interest in exploring and identifying career opportunities with your organization. The enclosed résumé highlights my experience and qualifications.

As my résumé reveals, I am an accomplished professional seeking to leverage over 15 years of dedicated experience in diverse management and administrative positions to obtain a position within your organization. I offer exceptional management and cross-functional team leadership abilities which will produce significant bottom-line contributions for your organization. I have a strong work ethic and problem-solving abilities that have propelled me to enhance performance and respond effectively to constantly changing demands. I would welcome an opportunity to speak with you to discuss the ways in which I can contribute. Thank you for your attention, consideration, and forthcoming response Sincerely,

Norma L. Pagán

Enclosure

NORMA L. PAGÁN

3100 N. Yarbrough Mobile: 915-***-****

El Paso, Texas 79925 *************@*****.***

PROFESSIONAL PROFILE

Dedicated, results-driven professional offering broad-spectrum experience in any fast-paced and detail oriented position involving managing projects and personnel, while still meeting organizational goals. Possess the ability to motivate personnel, streamline operations, and raise the bar on organizational standards. Have exceptional communication, problem solving, and team building skills. Organized, detailed oriented, and methodical. Able to gather and accurately process comprehensive data. Ability to handle multiple projects simultaneously, cultivate key partnerships, and develop solutions to challenges. Core Competencies:

• Healthcare Administration

• Program Management

• Human Resources Procedures

• Office Management

• Project Planning

• OSHA / HIPPA Compliant

• Administrative Procedures

• Clerical Procedures

Bilingual with fluency in English and Spanish

Proficient in Microsoft Office

PROFESSIONAL EXPERIENCE

ABM – JANITORIAL SERVICES 2017

Administrative Assistant / Office Manager El Paso, Texas

§ Managed the work of office and administrative employees to ensure adherence to quality standards, deadlines and proper procedures. Headed payroll, timesheets, interviews for new hires, employment orientation and training, and outsourcing of contract jobs.

§ Provided efficient and professional administrative and clerical service to colleagues and supervisors. Professionally guided employees in handling/resolving difficult, complex problems, and escalated complaints. Provided excellent customer service to external and internal customers.

§ Managed contract provisions, invoices, and provided estimates to customers. Maintained equipment and material inventory, directed all material requests, and provided proper documentation reports. ALORICA 2016 – 2017

Customer Service Representative El Paso, Texas

§ Provided quality customer service to clients and customers calling to the department. Maintained and updated customer information as necessary.

§ Identified and responded to customer needs based on designated procedures of account or client, to resolve issues and deescalate issues of irate or dissatisfied clients. Transferred calls to supervisor when necessary and appropriate.

§ Responded to requests for assistance, processed credit card authorizations, tracked call related information of each call received for auditing and reporting purposes; provided feedback reports on call issues related to downtown and training issues. NORMA L. PAGÁN PAGE 2

PROFESSIONAL EXPERIENCE (Continued)

VALERO CORNER STORE 2016

Customer Service Representative / Cashier El Paso, Texas

§ Provided customers with the highest level of service and satisfaction at all times. Assisted customers with issues at the pump, and contacted service technicians when necessary. Operated cashier and pump register, credit cards machine and lottery machine.

§ Regularly communicated with vendors, and assisted with restocking shelving and product displays. Offered directions to travelers when necessary.

§ Handled closing and opening duties, and ensured space was tidy and ready for business each day. Checked and balanced daily sales reports.

EL PASO COMMUNITY COLLEGE 2009 – 2015

Facilities Planner, Project Manager El Paso, Texas

§ Managed and planned utilization of space and facilities consistent with requirements of organizational efficiency and available facilities and funds. Inspected buildings and office areas to evaluate suitability for occupancy, considered factors to include air circulation, lighting, location, and size.

§ Computed square footage available for each member of staff to determine whether minimum space restrictions could be met. Directed workers engaged in measurement of facilities to determine total square footage available for occupancy.

§ Drew design layout, showing location of furniture, equipment, doorways, electrical and telephone outlets, and other facilities. Reviewed real estate contracts for compliance with government specifications and suitability for occupancy of employing agency. EDUCATION

Bachelor of Science in Health Care Administration

SOUTHWEST UNIVERSITY, El Paso, Texas, Estimated Graduation Date: 12/2017 Associate of Applied Science in Drafting and Design EL PASO COMMUNITY COLLEGE, El Paso, Texas

EDUCATIONAL ACHIEVEMENTS

Certificate of Completion in Business Management, El Paso Community College, El Paso, Texas NASA Project - Electrician Course for Drafting and Design, EPCC Advanced Technology Center Completion of Small Business Certification, University of Texas at El Paso, El Paso, Texas CERTIFICATIONS

Lean Six Sigma Yellow Belt Certified, 2017

BLS/ CPR Certified, 2017

HIPAA Certified, 2017

QuickBooks Certified, 2016

NHA: Certified Medical Administrative Assistant, 2016

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