Administrative Assistant Customer Service

Rosa Esquivel

**** * **** ******

Emeryville, CA 94608

Cell: 510-***-****

E-Mail: *********@*******.***

SENIOR ADMINISTRATOR ASSISTANT

Organized and dedicated Administrative Assistant with 20+ years of experience and a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic with the ability to perform effectively in independent or team environments. Strong and fast, hands-on learner with an extensive background in interacting with multiple cultures and ethnic groups. Driven by empathy and consistent personal growth, with both management and leadership qualities, experience and training.

Professional Experience

Senior Administrative Assistant/Building Caretaker (January 2020 – September 2024)

A BETTER WAY INC., SAN JOSE, CA

(Assigned to Another Road to Safety)

Assisted and supported ARS Program Director, ARS Program Staff, and ACMH Staff, as needed.

Ensured Front Desk coverage at all times, unless authorized by management.

Assisted in all aspects of maintaining a professional front office environment, including but not limited to, answering and directing incoming phone calls to the appropriate staff in a timely, professional manner.

Represented A Better Way, Inc. in a positive, pleasant, and professional manner during telephone/written communication and in-person contact with clients, foster parents, business associates, etc., creating a good image.

Ability to communicate effectively with other agencies.

Maintained supply of forms and brochures in the front office.

Managed daily operations as well as filing and copying documents.

Stamped and distributed daily incoming and outgoing mail.

Provided support to three office locations – Fruitvale, West Oakland, and Hayward.

Ensured the waiting area was a safe, clean, and comfortable environment for clients.

Ability to travel between offices, as needed.

Handled sensitive faxes and documentation.

Managed scheduling and calendar for ASR Program Director, ARS Program Staff, and ACMH Staff.

Edited documentation for punctuation, grammar, and format.

Ordered office supplies for the ARS three locations – Fruitvale, West Oakland, and Hayward.

Organized and maintained the condition of office equipment, and supplies.

Performed a variety of other administrative-related duties as well as miscellaneous projects or tasks, as assigned.

Answered Warm Hand-Off calls in Spanish when a CPS Social worker needed to report an emergency case for Spanish-speaking families.

Translated into Spanish all documentation, flyers, assessments, enrollments, letters, brochures, referrals, etc.

Entered CPS referrals into the database, gathered any missing information, created records for the family, and provided any requested information.

Provided assistance as a Parent-Partner with Spanish-speaking case referrals as follows:

oProvided outreach and engagement to families at risk of child abuse and neglect.

oDemonstrated sensitivity and competence in dealing with ethnic, cultural, and socioeconomically diverse client populations spanning over a large geographic area.

oConducted screening for challenges such as safety risks, child development, substance abuse, and depression.

oDeveloped the Family Care Plan in collaboration with families' goals.

oConducted weekly home and/or community-based visits with families.

oSupported parents accessing resources that addressed basic needs and stabilization concerns such as housing, food bank, general assistance, etc.

oProvided one-to-one support to the parent, i.e., role modeling advocacy for the parent; acting as a sounding board, motivator, and coach for the parent.

oIncrease awareness about the importance of parent/professional partnerships.

oAssisted in the ongoing development of evaluation of the child’s treatment plan; including educational and mental health treatment plans.

oAssisted families in increasing their support network on behalf of the needs of their children.

oAssisted families in their understanding of their role with their child.

oParticipated in interdisciplinary team meetings and represented the parents' perspective.

oParticipated in related parent educational trainings and workshops.

oParticipated in weekly individual and group supervision.

oParticipated in required agency in-service training program.

oCommunicated daily schedules and plans clearly to the supervisor and other relevant parties.

oMaintained close contact with supervisor through e-mail, cell and phone contact, etc.

oAbility to relate effectively and professionally with parents, supervisors, co-workers, and staff in support of families.

oMaintained accurate documentation and complete all paperwork by deadlines

oMet and maintained all contract deliverables by deadlines.

Office Assistance II (February 2019 – August 2019)

RECRUITING SOLUTION INCORPORATE

(Assigned to State Bar of CA/ San Francisco, CA)

THE STATE BAR OF CALIFORNIA- OFFICE OF CHIEF TRIAL COUNSEL

Assisted executive staff members in training and directing the work of subordinate support staff.

Coordinated administrative procedures and/or programs within the office or unit to which the position was assigned.

Assisted with the evaluation of administrative problems and procedures, and recommended solutions and/or prepared reports with alternative methods of procedures to the responsible authority

Provided technical support and training in office technology such as areas of telephones, voicemail, e-mail, computer programs, databases, and file maintenance operations to other personnel.

Conducted special studies and investigations, performed preliminary research, collected information and data, analyzed and assisted in the analysis of collected data and information, and coordinated and managed the preparation of resultant memoranda, reports, or other documentation for review, amendment, and/or approval by the responsible authority.

Assumed primary responsibility for conducting and/or overseeing special projects, as necessary.

Oversaw the flow of information regarding the department to the general public or internal constituents, and acted as a resource to the staff for non-routine or sensitive inquiries or requests.

Assumed primary responsibility in the preparation of Board of Governors and Board Committee Agenda items, memorandum, and reports of other documents.

Assisted in the preparation of budgets and statistical analyses.

Performed other similar or related duties, as assigned.

Student Administrator/Intake Coordinator (February 2017 – January 2019)

CONTRACTOR STATE LICENSE SCHOOL – Hayward, CA

Served as the first point of contact for all Walk-In students and/or potential students.

Introduced to Walk-In Visitors the School Programs/Sales School Program.

Maintained knowledge of all products and services to better serve each student.

Assisted students with applications, bonds, DBAs, Processed the setup of corporations, etc.

Maintained student records through the Customer Management System (CMS).

Used the CMS to track student progress and update with grades, test dates, appointments, follow-ups, class dates, and other necessary data entry.

Maintained constant communication with multiple departments via e-mail or phone calls.

Addressed student concerns, questions, and/or conflicts over the phone or in person.

Processed students' Contractor State Board applications, scanned and e-mailed to Corporate for review.

Scheduled students' special seminars and courses; processed students' certificates; ensured students’ satisfaction by providing quality customer service.

In charge of keeping an office inventory list and making sure everything was ordered on time.

Reported transactions daily that will include, but not be limited to, mileage (as needed), inventory, office supplies, cash, and check reports daily, deposits, etc.

Updated students' information with the Contractor State Board and California Secretary of State.

Administrator Assistance/Student Coordinator (February 2015 – January 2017)

THE LANGUAGE COMPANY, Berkeley, CA

Warmly greeted students and visitors as they entered the facility; answered the front desk telephone, transferred calls and took messages daily.

Processed applications, gathered supporting documentation for applications received (via e-mail), put together application packages, and created files for new students.

Entered or updated student information for new or returning students on the records database; updated personal students' files in alphabetical order daily.

Scanned new students' documents and uploaded them to the Students Information System (SIS).

Filed testing materials, enrollment forms, and ID documents for new students.

Created and processed students' IDs.

Created monthly calendar and scheduled students/staff daily activities.

Created and processed quarterly Newsletter.

Maintained e-mail address; timely response and sent out information e-mails.

Composed letters for students for multiple purposes.

Processed by-monthly teachers’ evaluations.

Prepared completion certificates and prepared orientation materials for new sessions.

Updated the Students Tuition Recovery Funds from the previous session.

Processed Credit Card and Petty Cash reconciliation every month.

Filed final reports, certificates, and exit test results.

Facilities; helped maintain the school clean and orderly.

Coordinated the homestay program and accommodated future students into our homestay families.

Maintained inventory of students' book supplies.

Maintained webpages updated daily.

Office Manager/ESL Assistant (February 2010 – February 2015)

LASALLIAN EDUCATIONAL OPPORTUNITIES CENTER, Emeryville, CA

Greeted students and visitors as they entered the facility; answered the front desk telephone, transferred calls, and took messages daily.

Ensured that students filled out Assignment Cards daily; collected Assignment Cards as students left the facility.

Coordinated mailing of renewal registration forms; collected registration fees; tracked and sent delinquent fee notifications.

Developed and printed students' Assignment Cards weekly; sorted and mailed Assignment Cards.

Entered or updated student information on the records database quarterly; updated and filed alphabetically.

Maintained inventory of office supplies and orders, as needed.

Kept track of English as a Second Language students' attendance; prepared attendance report.

Teacher’s Aid for English as a Second Language students for beginners class.

Business Administrator (February 2001 – January 2010)

ZARCOS TRUCKING, Hayward, CA

Coordinated moving deliveries across the Bay Area daily and assigned delivery staff according to freight

size and weight.

Tracked employees' hours; developed and maintained employees' payroll.

Received and processed customer claims.

Attended furniture showrooms on a seasonal basis; maintained furniture inventory; assisted visual team

on floor decoration.

Education

Executive Secretary School of Commerce, Managua, Nicaragua

Graduate, Executive Secretary

Bibliotechnology, Centro American University, Managua, Nicaragua

Two-Year Program Graduate

Technical Skills:

Microsoft Office (Access, Word, Excel, PowerPoint, Outlook) FileMaker Pro Typing E-Mail Internet Engradepro Dropbox Students Information Systems (SIS) Wufoo Odyssey Navigator

Language Skills:

Fluent in English and Spanish

Certifications:

Certified in Mental Health Adult First Aid by the National Council for Mental Wellbeing.

Stop the Bleed – American College of Surgeons

First Aid CPR AED – Child CPR AED - Infant CPR – Adult CPR – Safety Training Seminars CA 20784

Certified by Relias Learning (Transcripts)

DEI: An Introduction to Multicultural Care

Overcoming Barriers to LGBTQ+ Affirming Behavioral Health Services

Safety in the Field

Strategies for Preventing and De-escalating Hostile Situations

Understanding Workplace Violence Selg-Paced

Working more Effectively with LGBTQ+ Children and Youth

Working More Effectively with the LGBTQ+ Community

Back Safety Course

Early Care & Education Workforce Registry

Certified by California Department of Education – Nutrition Services Division – Fresno City College Cal-Pro

oNET Center – Successful Record keeping in the Child and Adult Care Food Program

oCE Units: 3.0

Certification of Completion by the California Department of Social Services – Educator 2015

City & County of San Francisco Department of Public Health – DPH Annual Compliance Training, Testing, and DPH Code of Conduct Annual Attestation

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