Customer Service Administrative Assistant

Moria L. Santino

Oakland, CA 510-***-**** Cell Email: *****.*******@*****.***

BUSINESS ACUMEN

10+ years of experience in Administration Assisting/Event Planning/Conferences

5+ years of experience in Healthcare Security/Facility Management experience supervising over 100 employees

10+ years of quality customer service skills

Experienced in all aspects of daily operations and office management

Ability to train and motivate employees in a fast paced, diverse environment

Demonstrates increasingly complex levels of staff and operations responsibilities

Excellent verbal and written communication skills

Versed in library science

Education and teaching experience

Computer Skills (Window 8 operating system -Microsoft Office 2010 suite (Word, Excel, PowerPoint, Outlook, Publisher)

EDUCATION & SPECIAL TRAINING:

2013 Interdenominational Theological Center / Philips School of Theology; Atlanta, GA Masters of Divinity

2005 John Muir Health Manager Training Series, Walnut Creek, CA

2003-05 Emergency Disaster Preparedness Training, Walnut Creek, CA

2000 California State University, Chico, CA Bachelor of Arts - Sociology

1993 Yuba Community College, Clearlake, CA Associated Degree - Business Administration

RELEVANT EXPERINCE:

Office Administration/Customer Service/Claims

Event and Conference planner for various organizations

Influenced decisions regarding purchasing and preparing items to constructed registration packets for the Annual National Conference

Planned and organized the Christian Methodist Episcopal Church / Phillips School of Theology National Pastors’ Conference for five years.

Prepared correspondence using Microsoft Office Suite 365

Prepared files for claims adjusters, managers, clients and archiving

Inventoried and prepared forms to order office supplies for multi-unit/departments at facility

Maintained Xerox photocopiers and fax machines for entire department

Organized and facilitated Employee Award programs.

Performed administrative, clerical and financial system for four Claims Examiners and the manger

Performed data entry regarding injured employees and prepared compensation benefits and notices

Utilized computerized diary system to track receipt of claim information for benefits compensation.

Provided customer service via telephone and electronic mail to injured workers, managers, supervisors, lawyers, state facilities and medical office staff

Usage of UPS services, tracking and shipping; sorted and distributed mail and packages

Library Science/Teacher Assistant

Maintained over 5,000 books for the Masters of Divinity section for the on campus library

Operated all computers, printers, and software applicable to the library/media center. Included usage of CD ROM, Internet, and electronic catalog circulation program, and word processing, desktop publishing and spreadsheet applications

Assisted staff and students to locate and check out books and materials

Operated audiovisual equipment such as the laminating machine, printer, microfiche readers, and copy machine.

Performed a variety of clerical duties, including processing and maintaining library media; entering records and files; maintain schedules for use of computers; library media center; books and related reference materials; and assemble packets and materials for students.

Help conduct periodic inventories of book collection, materials, software and equipment as assigned; participate in ordering and maintaining supplies and equipment; store and discard materials according to standard procedures.

Help maintain the physical appearance and ease of use of the library.

Supervised the library and the computer lab

Evaluated and maintained orderliness of shelved materials; shelved books, periodicals, and newspapers; pull and route materials in need of mending, binding, repairing, or discarding

Responsible for all clerical and administrative duties such as photocopying, filing and assisting students with research information, preparing documents such as purchase orders, circulation forms online article and class syllabi

Moria L. Santino

Oakland, CA 510-***-**** Cell Email: *****.*******@*****.***

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Maintained class books and articles for Library reservation circulation

Did follow up research via internet, library circulation and eBooks (JSTOR; Galileo: Wildcats, ATLA and etc. databases)

Used online catalog system and web base articles and eBooks (JSTOR; Galileo; Wildcats, and ATLA) to assist students with research

Healthcare Facilities Operations (Patient’s Advocacy/ Transportation/Communication/ Site Manager)

Managed ten to twenty-five cases per week

Prepared cases for LPS Certification Hearings

Represented the client in LPS Certification Hearings by deliberating the client’s desires to leave the facility. The hearings were legal proceedings

Worked with in-patients for the Alameda County Mental Health facilities from Berkeley to Fremont

Inspected various Board and Care Home facilities

Evaluated, implemented and facilitated the Transportation program for employees by keeping up on the latest transit programs in Contra Costa County, and surrounding cities and counties where employees lived

Facilitated the incentive programs that fall under the TDM Program

Scheduled semi-annual and annual Transportation Fairs with the local 511.org organizations in the East Bay area

Implemented programs to reduce the number of employees traveling to and from John Muir Medical Center – Walnut Creek Campus via their personal vehicle for work

Assisted the Director of Facilities Management as the second Executive Administrative Assistant

Prepared and adhered to budgets for fiscal year, events and other monetary restrictions

Wrote security and emergency policies; adopted and evaluated processes that help expedite policies and procedures to unsure plans were followed

Participated in Emergency Disaster Preparedness drills, actual alert and stand-bys

Maintained the post coverage and scheduling for a 25 person Security team

Wrote and interpreted applicable policies and procedures based on existing circumstances

Supervised subordinates enabling them to perform their functions effectively; evaluated and documented performance and training

Reviewed and scrutinized corrections to appropriate subordinate’s reports

Assigned security duties according to evaluated circumstances

Prepared documents and oversaw staff meetings

Schedule and planning of meetings including facility requisition and catering

Built maintained liaison with appropriate facility personnel on all shifts

Purchased and maintained security and office supplies

Influenced the purchase of the Digital video security system

Assisted in maintaining alarm paging system; monitored alarm systems

Escorted cashier, VIP patients, and dignitaries to ensure safety and confidentiality

Provided administrative assistance to a four person management staff

Provided assistance for security issues as a dispatcher for the Security department at Alta Bates Summit Medical Center

Dispatched officers to assist hospital staff, doctors, visitors and patients via short-wave radio system, telephones and pagers

Set a bi-weekly schedule for a 109 officer staff and managed staffing issues on a daily bases

Used an eight (8)-line incoming telephone system with a multitude of hospital line transfer ability

Monitored an 80 screen security monitor and recording system on a daily bases

2014 - 15 Equidistance – Judy Juanita, Oakland, CA

2014 Jimmie Lee Smith Community Center, Stockbridge, GA Executive Administrative Assistant

2013 - 14 Equidistance – Judy Juanita, Oakland, CA Executive / Author Administrative Assistant

2010 - 13 Phillips School of Theology, Atlanta, GA Assistant to Admin. Assistant

2011 - 12 Interdenominational Theological Center, Atlanta, GA Teacher’s Assistant

2009 - 10 Robert Woodruff Library (Atlanta Univ. Ctr.), Atlanta, GA Circulation Technician

2006 - 07 Mental Health Assoc. of Alameda County, Oakland, CA Patients Right Advocate

2006 John Muir Medical Center, Walnut Creek, CA Transportation Management Demand Coordinator

2003 - 06 John Muir Medical Center, Walnut Creek, CA Facilities Site Manager

2002 - 03 Alta Bates Summit Medical Center. Oakland, CA Communication Technician

2001 - 02 Kaiser Foundation Health Plan, Inc. - Workers’ Compensation Dept. Claims Assistant

2000 - 01 Kaiser Foundation Health Plan, Inc. - Workers’ Compensation Dept. Administrative Clerk

REFERENCES: Upon Request

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