Customer Service Administrative Assistant

Lillian Quintana

*** * ****** **., ******** Heights, VA 23834 804-***-**** ***********@*******.***

Objective

I am looking to increase and improve my skills and abilities in the workplace. I am eager to continue to learn and

expand my abilities to help maximize the workforce environment.

Education

Bachelors of ARts 2008 InterAmerican University of Puerto Rico- metro campus

Major: Psychology

• Related Coursework

-PSYCH 3100 LEARNING; To become knowledgeable of the different learning styles and how to apply

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them to individuals.

-PSYCH 4103 COMMUNITY INTERVENTION; How to become a liaison between the individual in crisis

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and the community programs.

-GEIC 1000 INFORMATION & COMPUTER LITERACY; Learning the workings of computer

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information systems and programs.

-GEPE 4040 ETHICAL DIMENSION CONTEMP MATTERS; Learn how to make moral and ethical

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decision in an everyday life and work place.

-SOWO 3807 FUNDAM COMMUNICAT & INTERVIEW; Acquiring communication and consultation

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skills in a work, therapy, and everyday setting.

-INRE 2063 INDIV SAFETY & OCCUPAT HEALTH; Learning and applying the individual safety and

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health programs in the community, government, and private agencies.

Advance high School Diploma 2005 Hopewell High school

Skills & Abilities

Telephone & Office Skills Organization Skills Reporting & Administrative Writing Skills Problem

Solving Skills Multitasking GWAM 75 Customer Service

skills Time Management Conflict Management Skills

Supervisory Skills Fast Learner

Computer Skill- Microsoft Office Word, Excel, Power Point, Outlook, Publisher and Microsoft Works.

Bilingual- fluent in English and Spanish

Professional Experience

Administrative assistant to the public housing director hopewell redevelopment and housing authority (HRHA) Dec 01, 2011-

present

Responsible for screening phone calls and visitors for the Public Housing Director. Resolve administrative conflicts and

resident/applicant complaints. Leasing specialist for HRHA Public Housing agency. Insure agency compliance in regards to

HUD, State, and City laws. Create & conduct ordination/skill test for new hires/interns. Supervisor of receptionist, JOB’s

Summer Program Intern and agency interns/volunteers. Maintain moderately complex clerical records. Assists with maintaining

statistical records for internal and HUD required reports.

Accomplishments: Revised Admissions Continued Occupancy Policy (ACOP) & Lease for Public Housing. Conducted internal

training for staff. Passed file audit with 100% by Quadell. 98% Occupancy for agency wide communities two years in a row.

Generated a formal interview script for the hearing impaired.

receptionist hopewell redevelopment and housing authority (HRHA) January 10, 2011- November 30, 2011

• Greet visitors in person and telephone. Direct visitors to correct department. Answer inquires received about

Public Housing and Section 8. Orientate customers about our diverse programs. Ensured there is safe work

environment.

• Accomplishments: Recreated the HRHA information brochure and translated it to Spanish. Generated a

Retention Policy for the agency. Implemented a sign in sheet for the agency. Produced a Customer service matrix

for agency. Created HRHA directory chart. Successfully convert Capital Fund completed projects to new file

format. Created Facebook page for HRHA also included information in Spanish. Initiated Work Binders for agency

wide team members.

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