Customer Service Office

CARLOS RAMOS, JR.

** ******** ****** *******, ** 02150

781-***-**** aczjwa@r.postjobfree.com

State of Massachusetts Notary Public

Objectives

To obtain an office position in which my customer service, computer, bookkeeping, personal, clerical and general office skills will contribute to a greater office efficiency and productivity.

Experience

March 2016 – Present Di r ec t o r o f Admi n i s t r a t i on & Ope r a t i on s Chelsea, MA The Neighborhood Developers, Inc.

Work closely with the CFO and accountant to monitor income, expenditure and cash flow and update the organization’s budget accordingly, as per financial management system in place. Record incoming financial resources, process all invoices and expense claims and raise invoices as required. Work with the Senior Team to the Board of Trustees to set the annual budget and to draft project budgets for funders. Assist colleagues with the management of project budgets and end of grant financial reporting. Assist the CFO and accountant with retrieval and elaboration of financial records, as required. Maintain the petty cash and ensure accurate recording of all petty cash expenditure. Act as the central point of contact for telephone, email and postal enquiries. Provide IT systems support to staff, undertake IT troubleshooting and liaise with our external IT consultant to ensure the good maintenance and operation of the IT network and website. Meeting and event administration; setting meeting dates, collating and issuing agendas and papers, arranging venues and catering, and take minutes. Ensure that all filing, both paper and electronic, complies with our data protection guidelines. Provide the day-to-day administration for the office (drafting letters, ordering all office supplies, etc.) Maintain all contacts and subscriptions in databases. Coordinate recruitment processes for staff and volunteer posts. Coordinate induction processes for new staff and volunteers, keeping the personnel policy up to date, and acquainting each new member with their work setting and the standard policies and procedures with which they must comply.

Maintain records of all staff annual leave, other absences from the office, sickness leave and lateness. Oversee the work of admin volunteers and work experience placements. Update website content as required via a user-friendly content management system Prepare quarterly communications, administration and website reports for the Board of Directors Office and Senior Team Deal with all internal services, including utilities, supplies, repairs and security. Liaise and negotiate with external suppliers – including equipment lease agreements, insurance renewal and regular office checks Liaise with the real estate property management company and attend tenants’ meetings. Ensure the office is safe and tidy and act as designated Health and Safety representative. Accomplishes financial objectives by collecting rents; paying bills; forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action. Maintains property by investigating and resolving tenant complaints; enforcing rules of occupancy; inspecting vacant units and completing repairs; planning renovations; contracting with landscaping and snow removal services

Maintains building systems by contracting for maintenance services; supervising repairs. Secures property by contracting with security patrol service; installing and maintaining security devices; establishing and enforcing precautionary policies and procedures; responding to emergencies. Enforces occupancy policies and procedures by confronting violators. Prepares reports by collecting, analyzing, and summarizing data and trends. Ensures planning, monitoring, and appraisal of employee work results by training managers to coach and discipline employees; scheduling management conferences with employees; hearing and resolving employee grievances; counseling employees and supervisors. Maintains employee benefits programs and informs employees of benefits by studying and assessing benefit needs and trends; recommending benefit programs to management; directing the processing of benefit claims; obtaining and evaluating benefit contract bids; awarding benefit contracts; designing and conducting educational programs on benefit programs. Ensures legal compliance by monitoring and implementing applicable human resource federal and state requirements; conducting investigations; maintaining records; representing the organization at hearings. Admits new clients by reviewing records and applications; conducting orientations. Determines clients' requirements by completing intake interviews; determining need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans.

Establishes treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort. Monitors cases by verifying clients' attendance; observing and evaluating treatments and responses; advocating for needed services and entitlements; obtaining additional resources; intervening in crises; providing personal support.

Maintains clients' records by reviewing case notes; logging events and progress. Communicates clients' progress by conducting weekly interdisciplinary meetings and evaluations; disseminating results and obstacles to therapeutic team and family; identifying treatment influences. Prepares clients' discharge by reviewing and amplifying discharge plans; coordinating discharge and post-discharge requirements; orienting and training family members; providing resources. Improves staff competence by providing educational resources; balancing work requirements with learning opportunities; evaluating the application of learning to changes in treatment results. Improves treatment results by studying, evaluating, and re-designing processes; implementing changes; rewriting policies and procedures. Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management. Meets budget by monitoring expenses; implementing cost-saving actions. Prepares reports by collecting, analyzing, and summarizing treatment and results data and trends; compiling statistics; completing grant and subsidy applications. Carlos Ramos, Jr. Page 2

November 2014 – March 2016 Of f i c e /Ope r a t i on s Manage r Boston, MA Elite Protective Services

Use a range of office software (DAlarm); email, spreadsheets and other databases. Manage social media accounts and advertising.

Develop and implement new administrative systems, such as record management. Record office expenditure and maintain the budget. Organize the office layout and maintain supplies of stationery and equipment. Maintain the condition of the office and patrol vehicles and arranging for necessary repairs. Organize and chairing meetings with staff - typing the agenda and taking minutes overseeing the meetings or presentations. Recruit new staff; sometimes training and induction. Ensure adequate staff levels to cover for absences and peaks in workload. Carry out staff appraisals, managing performance and disciplining of staff. Delegate work to staff and manage their workload and output. Promote staff development and training.

Write reports for company president and deliver presentations. Respond to customer enquiries and complaints.

Review and update health and safety policies and ensuring they are observed. Process employee data (new hires, changes, additional earnings) Approve and release vacation time in the time system. Ensure that vendors, clients and employees payouts are processed timely, accurately, and compliantly. Provide customer service to employees: in the area of pay, benefits and taxes as they relate to their pay, how to enter time or time off, where to locate forms and information, where to send completed forms, who to contact for benefit questions and how to obtain IRS instructions on withholding issues February 2008 – November 2014 Administrative Assistant/Intake & I.T. Coordinator Chelsea, MA CAPIC Head Start

Worked closely with education staff to enter child assessment data using an online program. Responsible for maintenance and backup of the Company’s internal development servers Responsible for maintaining and keeping the Company’s telecommunication systems running with minimal downtime (phones, webcast services) Assisted service and support and product development with IT related questions pertaining to outside networks System administrator for all major data tracking systems for the Head Start Program Kept general inventory in stock, groceries, paper, supplies for offices and classrooms Assume receptionist duties, greet public and refer them to appropriate staff members, answer phone, route calls, and take messages Assist staff with administrative duties as requested Cooperate in the maintenance and modification of agency data collection system Oversee database management for quality assurance

Provided training to staff on database encoding

Gave information about program(s) agency offers and do all Head Start Applications Maintained accurate daily accounting of fees, donations and other revenue Assisted with completion of necessary statistical reports as requested Compiled statistical information for Head Start Director as requested Developed and maintained agency inventory system

Distributed incoming mail and prepare outgoing mail including bulk mail Maintained front desk area, keeping it clean and free from clutter Typed and processed documents as needed

Ordered supplies for Head Start offices, classrooms, meeting, parties, etc. Maintained appropriate interpersonal relationships with employees, peers, and consumers Facilitated special event registration and execution Assisted with various program operations as requested as responsibilities permit Worked collaboratively with school districts and community agencies to support the needs of families and children enrolled in private child care centers and family child care homes.

Worked collaboratively with the Early Childhood Education Specialists to provide resource materials and support when needed Demonstrates resource materials at trainings, resource fairs and child care centers; assists private child care providers to identify the needs of children and families; communicates with families, teachers, and others to assess the needs of families, facilitate referrals, exchange information, and resolve issues and concerns Prepared written materials and electronic financial information for the purpose of documenting activities, providing reference, conveying information, and complying with established financial, legal and/or administrative requirements Participated in unit meetings, in-service training, workshops, etc. for the purpose of conveying and/or gathering information Maintained contact with service providers regarding family progress; supports families and social service’s needs, including but not limited to, housing, health insurance, public assistance, hunger, and other community resources and services September 2009 – March 2014 Mob i l i t y & Techno l ogy Ke y Ho l de r Boston, MA Staples (part-time)

Responsible for maintaining an Inspired Selling culture in the Mobile and Technology department Execute daily transactions including daily cash handling task. Responsible for ensuring the Mobile and Technology department achieves key metrics, including profitable sales Engages customers on the sales floor using Staples VIBE behaviors to create a buying environment Perform basic technical system diagnostics and upgrades on customers' technology Stay up to date on product information by completing training modules Provide an inviting environment for the customers by maintaining a neat and clean department June 2007 – February 2008 Web Cu s t ome r Suppo r t Spec i a l i s t Melrose, MA Fotronic Corporation

Supports Web-based products and services through email support, desktop support, and telephone support. Interact with customers and troubleshoots problems to provide a high level of customer satisfaction. Familiar with standard concepts, practices, and procedures within a particular field. Worked closely with programs such as Sage, MAS 90 and OS Commerce Carlos Ramos, Jr. Page 3

October 2006 – January 2008 F r on t End Supe r v i so r Everett, MA Michael’s Arts & Crafts (part-time)

Handle all customer concerns and assisted with fast and friendly service. Execute daily transactions including daily cash handling task. Make returns or exchange merchandise

February 2007 – June 2007 Recep t i on i s t Chelsea, MA CAPIC Head Start

Completed all office tasks in a fast, effective and friendly manner. Provide courteous assistance when speaking to parents in person or on the phone. Perform typing, filling and faxing task as assigned by the Personnel Administrator and/or Direct Volunteer Experience

December 2006 – February 2007 Recep t i on i s t /Bu s Mon i t o r Chelsea, MA CAPIC Head Start

Education

January 2013 – Present Southern New Hampshire University Manchester, NH Bachelors Degree of Science

Majoring in Child and Adolescent Development

July 2006 – December 2006 L.A.R.E. Training Center Chelsea, MA

Obtained GED, Vocational Exploration and Computer Proficiency Skills Qualifications

Fluent in both Spanish & English Ability to multi-task responsibilities Many years of experience using all Microsoft Programs Excellent communication, verbal and oral skills First Aid, CPR & AED Certified Software: MS Office, Soft Solutions Lotus, 123 Access, Onyx, CS 2000, CAPTAIN, AS400, Promis by Cleverex®, Acrobat Pro & Teaching Strategies GOLD, SalesForce State of Massachusetts Notary Public (commission expires June 2023) References Available Upon Request

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