Gena Craig

Las Vegas, NV *****

advqbu@r.postjobfree.com

CAREER SUMMARY

Versatile Professional with 10+ years of administrative, customer service and management experience among workforce development and career education. Proven track record of positively affecting the bottom line through community outreach, excellent customer service, evidenced by having generated more than $250,000 in annual revenue for Occupational Skills Institution. Proficient in a wide variety of software packages, including Microsoft Office Suites, Peachtree, QLESS/CRM, CTS/CRM, AvidXchange, Salesforce/CRM, QuickBooks and Google Docs. Core competencies include:

● Case Management

● Enrollment/Admissions

● Strong Organizational Skills

● Strong Communication Skills

● Data Entry/10 Key

● Public Relations/Public Speaking

● Employee Record Management

● Recruiting/Onboarding

● SOP Management

● Strong Time Management Skills

● Management/Supervisory Skills

● Training Coordinator

● Proctoring of WorkKeys/CASAS

● Superior Customer Service

● Strong Interpersonal Skills

● Detail Oriented

● Career Advising

PROFESSIONAL EXPERIENCE

Administrative Supervisor of One-Stop Operations, KRA Corp. 07/19 – 3/21 Manage and Supervise 2 Front Desk staff

Supervise 9 AARP Navigators in 8 library locations Created Navigator manual and other training materials Sign timesheets and document attendance for Navigator’s and Front Desk staff Maintain daily correspondence with library and Comprehensive staff Created a Navigator workflow for the library’s

Participate in required professional development inside and outside of the company Created Menu of Services for One-Stop Comprehensive and library locations Coordinate with center staff provide classroom for staff and system partners Coordinate Community Outreach with system partners Resolve customer complaints on the phone, Resource Room and Front Desk Follow-up on referrals for services to Dress for Success and other System Partners Created, Developed and Maintained SOP's

Maintaining all the listed duties below as Administrative Assistant as well Executive Administrative Assistant to the Director, KRA Corp/One-Stop Career Center 07/18 – 07/19 Manage Director’s appointments as needed

Schedule rooms for meetings, workshops, orientations and testing Schedule team meetings for the KRA team and transcribed meeting minutes Created and maintain the Referral Guide, How to guides for creating a referral and follow-up Provide referral training for community partners

Assist with system training for community partners Developed SOP's

Compose email correspondence

Schedule MOS deployment

Assist with the arrangement of Staffing for outreach events Order office supplies, outreach materials, staff business cards and name badges Created and maintain binders for Comprehensive, KRA, Community Partners and Outreach Events Created and maintain training manual for the Navigators Created, organized and maintain employee folders

Proofread and submit team monthly mileage expense reports Enter, upload and approve invoices in AvidXchange

Created and maintain a spreadsheet to maintain office supplies, business cards and outreach materials budget Talent Engagement Specialist/Intake Specialist, ResCare, Las Vegas, NV 07/15 – 06/18 Greeted customers entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Operated telephones, screen, or forward calls, providing information, taking messages. Resolved complaints from customers or the public

Provided and tracked via sign-in sheet all customers that enter the center. Ensured that all new customers receive a Step Packet, register, view the orientation video and sign up for the months Workshops.

Entered all customers in the QLESS tracking system. Provided and track referrals to other partners as a resource for services when needed. Assisted customers in the Resource room with the registration process when needed. Assisted Business Engagement team with customer direction and clarification of pre-screening. Conducted Navigation Sessions for ADW/Youth WIOA Program enrollments Conducted Orientations for ADW/Youth Programs Intake for WIOA Program enrollments Created and structured ADW 8 week training for WIOA for Career Coaches Assisted the Director and Talent Engagement Manager as needed Front-Desk Representative/Navigator, JanTec – Workforce Connections, Las Vegas, NV 04/15 – 7/15 Greeted customers entering the establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.

Operated telephones, screen, or forward calls, providing information, taking messages. Resolved complaints from customers or the public necessary. Senior Career Education Counselor/Registration & Admissions, TLC, Las Vegas, NV 2012 - 2015 Scheduled 40 - 60 appointments monthly to advise prospective students on course selection, financial aid options, and potential career paths.

Personally brought in an average of $50K in tuition payments each month by enrolling 15 - 20 students during that time frame. Attended a minimum of two job fairs and/or community monthly and met with up to 100 attendees per event to speak with them about the school’s vocational training options. Established referral systems with eight local organizations that provided students with financial aid. Executive Personal Assistant/Office Manager, Rob & Renea’s Home Preservation, Inc., Las Vegas, NV 2010-2012 Wrote company handbook, established business relationship with Paychex to handle payroll processing functions, and implemented company’s 401k program within 2 months of moving into the position Ordered supplies for the office and the field staff Supervised 14 -20 office and field staff, which included preparing employee write-ups, approving time-off requests, collecting/reviewing timecards, and conducting 90 day, and annual performance evaluations. Assisted in preparing information for the executive director and president to present to potential clients. Property Specialist / Supervisor, Rob & Renea’s Home Preservation, Inc., Las Vegas, NV 2005 - 2010 Maintained spreadsheet of new and closed properties consisting of 150 – 200 active properties and 300 or more inactive properties.

Assigned new properties to sub-contractors by area the property was located and repairs needed. Invoiced initial properties, weekly and monthly properties. Maintained pictures of all existing properties and closed properties. Claims Examiner Department of Employment Training and Rehabilitation (DETR) Las Vegas, NV 1998 - 2001 Reviews and processes unemployment insurance claims and documents. Interviews claimants to gather facts on claims being investigated. Verifies liability and charges from other states for wagering used to establish out-of-state claims and releases payments on bills received from other states.

Checks wage data for unreported earnings and investigates improper payments. Researches agency records and replies to correspondence concerning overpayment of unemployment insurance benefits.

Conducts research to ensure adequate documentation was provided to appropriate parties prior to initiating civil processes on collection actions.

Initiates the collection of overpayments.

Provides information on unemployment insurance claims provisions, processes, and requirements to claimants and employers.

Provides information about the appeal process to claimants. Assists in making determinations regarding the payment of unemployment insurance to claimants and the liability of employers for reimbursement.

Education and Certification

US Army Quartermaster School, Supply Specialist CASA Online Proctor/Coordinator Certification P.T.C. Career Institute, CNA Certification National Work Readiness Certification -Workkeys Complete Administrative Professionals Course Communicating with Diplomacy and Tact Case Management Certification Course

Woodlawn Magnet High School

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