Executive Assistant Customer Service

KHRISTINE REYES TIBAYAN

********@******.***

ANALYST ADMINISTRATIVE OR PROGRAM SPECIALIST/ASSISTANT

Perceptive and mission-driven individual seeking an Analyst or Administrative or Program Specialist/Manager role that offers increasing responsibility and authority, and an opportunity to utilize dual master’s degree, as well as gain additional experience and knowledge working with the federal government or related agency. Critical thinker that offers strong management skills, business acumen, and insightful evaluation and analysis of the effectiveness of projects/programs, and processes. Solutions-focused towards delivering innovative yet cost-effective, performance-building, and process efficient results. Flexible in adjusting to changing conditions and high-demands. Exceptional at building relationships and collaborating with other agencies.

Over 10 years of complete experience in high-pressure situations involving human resources, administration, financial operations, state policy, & customer service, with extensive experience in employee supervision & professional interaction with superiors, peers, subordinates, & external customers.

CORE COMPETENCIES

RESEARCH & ANALYSIS

Meticulous attention to detail, ability to self-check work accuracy and ensure quality control

Strong ability to summarize articles, prepare high quality reports, and conduct briefings within deadlines

Working knowledge and experience in using the internet, social media, and databases for information gathering

Passionate about data, statistics, and reporting

LEADERSHIP / COMMUNICATION

Strong Interpersonal Skills: Demonstrates a strong ability to motivate others, build genuine rapport with co-workers and stakeholders, and seamlessly coordinates and collaborates with various inter-agencies

Experienced Team Builder: Sought after to train new employees; slowly integrate (on-board) new employees with organization’s norms and culture; voluntarily offers peer-to-peer mentoring; sponsors training activities/professional development for fellow co-workers

Experienced Performer: Extensive experience working with executive-level senior leaders and foreign dignitaries

PROGRAM MANAGEMENT

Repeatedly handpicked to oversee, manage, and execute various critical and high visibility programs

Excelled at coordinating, synchronizing, and administering guidance to key stakeholders across all departments

Repeatedly recognized for revitalizing neglected programs and significantly enhancing program performance

Proven problem-solver when faced with unfamiliar situations

ESTABLISHED ACCOUNTABILITY

Well-organized self-starter with well-developed management/leadership skills; able to perform under pressure

Operates effectively under pressure of deadlines in high pressure environments

Ability to work collaboratively and effectively to resolve issues of moderate/high complexity or risk

Ability to anticipate requirements over time and space, and take action in advance

EXPERIENCE

PRINCE WILLIAM COUNTY PUBLIC SCHOOLS OFFICE OF STUDENT SERVICES

Manassas, VA 20112

Program Manager Executive Assistant 07/2015 to 06/2016

Full-time 40 hours/week

Handpicked to serve as the program manager for the McKinney-Vento Homeless Assistance Act & the 15 other programs providing a spectrum of services to the homeless. Assists in organizing, executing, & managing every facet of Student Assistance & Prevention Programs. Streamlined & modernized existing programs/processes in rejuvenating a department charged with facilitating student growth through various critical educational support programs, to include Bully Prevention, Peer Diversity, Substance Abuse, Suicide Prevention, Crisis Intervention, Critical Incident, Domestic Violence, & Homeless Assistance.

Significantly expanded McKinney-Vento Act services for eligible recipients through interagency coordination, candidate screening, & communication with schools, homeless shelters, transportation & social workers.

Revitalized McKinney-Vento Act program by establishing a much-needed questionnaire form from eligibility screening across 93 schools & 6 local shelters/transitional homes throughout Prince William County.

Recognized repeatedly for her effortless coordination of McKinney-Vento Act transportation services for all eligible recipients within Prince William County Schools, Manassas City Public Schools, & Fairfax County.

Flawlessly provided internal/external services to 93 schools, 9,300 students, staff, & communities within PWC.

Effortlessly redesigned e-database for accuracy of recipient records, tracking of transportation services, & accountability of Youth Suicidal Data/Critical Incidents/CCS Referrals from all 93 schools within PWC.

Built e-database tracking tutoring program man-hours, focus areas, & progress of students at homeless shelters.

Enforces accountability & compliance with established guidelines & regulations by updating Program Brochures, Handbooks, & Protocol checklists while ensuring sound program & effective delivery of services.

Revitalized key federal homeless programs…significantly increased the number of cases processed while minimizing processing times & maximizing process efficiencies to offset budgetary challenges.

Expertly organized & implemented professional development training for PWCS staff on critical programs to include Signs of Suicide, Bullying Prevention, Suicide Prevention/NSSI Training & Critical Incidents Team Meetings.

Led & assured high-quality program services/support through self-initiative in voluntarily training eight secretaries on Microsoft Office 2013 OneDrive, while creating & managing the department’s cloud drive.

Collected, managed, & maintained accurate timesheets, travel expenses, & leave claims for 17 staff officers.

COUNTY OF SAN DIEGO HEALTH & HUMAN SERVICES AGENCY SOUTHEAST FAMILY RESOURCE CENTER

San Diego, CA 92102

Program Assistant Office Assistant 03/2008 to 12/2009

Full-time 40 hours/week

Recruited to assist in leading, directing, & managing every facet of self-sufficiency services. Developed effective organizational processes for tracking, processing, & managing all forms of correspondence, reports, & requisitions for the busiest welfare facility in San Diego County; responsible for inputting, screening, & dispersing all aspects of self-sufficiency services in the County’s largest region, to include Food Stamp benefits, CalWORKS, & Medi-Cal.

Peerless Performer…immediately trained in every administrative position/responsibility to leverage her natural talent.

Few have more tenacity…regularly assists other busy sections to ensure flawless organizational on-time rate.

Flawlessly managed intake assignment/scheduling, in-coming applications & workload, biometric equipment & reconciliation, & Privacy data.

Provided responsive, high quality service to customers, co-workers, superiors & sister agencies.

Exceptional ability to learn new skills & quickly/effectively incorporate in execution of her responsibilities.

Expertly provided mentorship & coaching to newly hired office assistants & established a strong ethical & professional work environment.

Team player…Volunteered with the office social group towards building motivational organizational culture, & developed ideas for fundraising towards Annual Christmas party & door prizes.

Effortlessly coordinated & organized Christmas party with Double Tree hotel for office of 50+ staff…lauded as one of the best Christmas parties in a long time!

FIRST FUTURE CREDIT UNION

San Diego, CA 92123

Account/Financial Services Specialist – Call Center 01/2008 to 03/2008

Full-time 40 hours/week

Supported the oldest & most prestigious credit union in San Diego with over 22 branches, 130,000 members, & nearly $2 billion in assets. Accountable for all aspects of online and at-location member services in providing comprehensive support with minimal transaction times.

Expert knowledge of all products, services, policies, & procedures in efficiently serving all banking branches.

Maximizing cross-selling opportunities in increasing profits & member retention through additional sales of certificate of deposits, money market savings, & dividend checking accounts…minimum of 5-10 daily!

Fostered comradery & positive work culture by initiating office potlucks & lunch gatherings.

PROGRESSIVE INSURANCE

Colorado Springs, CO 80921

Account/Program Specialist (Insurance & Claims) 02/2006 to 12/2007

Full-time 40 hours/week

Responsible for all phases of customer service pertaining to Progressive Drive Insurance products & policies for a top ranked innovative insurance conglomerate underwriting over 13 million insurance policies on cars, motorcycles, boats, recreational vehicles, commercial vehicles, & homes.

Contributed to recognition as 2006 (4th)/2007 (2nd) most admired insurance company in America by Fortune.

2x recipient of Outstanding Performance Bonus…increased productivity 46.9 hand-picked to be trained as licensed agent.

Flawlessly managed high-volume work at Progressive’s second largest hub…top-notch service/zero complaints & over 100+ calls serviced daily.

Expert service on policies/coverage for 49 states…flawless coordination with claims adjuster/repair facilities.

Dynamic performance…selected to be trained as back-up Claims Contact Representative in less than two years.

UNITED STATES AIR FORCE

18TH MISSION SUPPORT GROUP

Okinawa, Japan

Administrative/Executive Assistant 03/2005 to 12/2005

Full-time 40 hours/week

Managed all administrative functions & coordination efforts for a corporate headquarters responsible for combat support of Pacific Air Force’s largest installation, $6 billion in assets, 12,500 acres, & 25,000 joint residents. Accountable for oversight & management of diverse account services, to include security forces, social services, contracting support, information technology networks, logistics readiness, & force management. Effectively managed highly demanding, fast-paced, & dynamic schedules of the regional vice president-equivalent, additional senior operations management, & various support staff.

Recruited to fix broken administrative programs…implemented efficiencies that immediately slashed backlogs by 85%.

Established new guidance, communicated vision, standardized all processes across six unique sub-organizations.

New programs/processes earned her the 2006 Civilian Communications & Information Awareness Award.

Flawless management/coordination of all schedules & correspondence for regional VP & his support staff.

EDUCATION

MASTER OF BUSINESS ADMINISTRATION

GRAND CANYON UNIVERSITY PHOENIX, AZ

3.92 GPA

07/2018

MASTER OF SCIENCE IN LEADERSHIP

GRAND CANYON UNIVERSITY PHOENIX, AZ

3.92 GPA

07/2018

BACHELOR OF ARTS IN MANAGEMENT WITH CONCENTRATION IN HUMAN RESOURCE MANAGEMENT

NATIONAL UNIVERSITY LA JOLLA, CA

3.56 GPA CUM LAUDE

07/2013

CERTIFICATE: HUMAN RESOURCE MANAGEMENT

NATIONAL UNIVERSITY LA JOLLA, CA

11/2012

OTHER SKILLS

PROFICIENT IN UTILIZING MICROSOFT OFFICE 365 SUITE (ONEDRIVE, EXCEL, WORD, POWERPOINT, ACCESS, ONENOTE, OUTLOOK, PUBLISHER)

PROFICIENT IN NAVIGATING BLACKBOARD AND LOUDCLOUD

EXPERIENCE USING LEARNING MANAGEMENT SYSTEM (LMS)

TYPING SPEED 70 WPM, 97% ACCURACY

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