Customer Service Administrative Assistant

YAMILKA C. PARRILLA ORTIZ

***** *********** **. ******* ** 20147 mobile 915-***-****

Email: ***********@*****.*** U.S. Citizen

Active SECRET Clearance (SSBI T5)

SUMMARY OF QUALIFICATIONS

I am a highly motivated, cross-functional, skilled, and detail-oriented individual with extensive experience in logistics operations, including supply chain, budget, project management, customer service, and inventory management. My professional knowledge encompasses principles, concepts, methods, and best practices in these areas.

More recently, I have leveraged my previous experiences and bilingual language skills to support the analysis of criminal networks and assist in criminal investigations. This role has allowed me to develop a comprehensive understanding of intelligence analysis, requirements, and targeting. Additionally, I consistently act as a liaison with host country personnel, internal and external groups, and other Embassy interlocutors.

In my most recent role as an Office Management Specialist, I have further honed my skills in administrative support, document preparation, oversight of financial services, procurement and accounting activities. I have successfully managed office operations, provided exceptional customer service to internal and external stakeholders, and ensured efficient communication within the office.

KEY SKILLS

EFFECTIVE COMMUNICATOR: Training, presentations, PUBLIC SPEAKING

RESEARCH, DATA COLLECTION and DATA ANALYSIS

FAST PACED WORK ENVIRONMENT: quick decision making, high volume of work

EXCELLENT INTERPERSONAL SKILLS, EXPRESSING TACT, DIPLOMACY, and STRONG NEGOTIATION

EMBRACE CHANGE: Flexible and adaptive to an ever-changing work environment

PROFESSIONAL EXPERIENCE

Cherokee Federal – U.S. Department of State Washington, D.C

East Asian Pacific Affairs, Office of Economic Policy 2/2025 – Present

Office Management Specialist

Supervisor: Alexander Tatsis *******@*****.***

As an Office Management Specialist I am responsible for supporting and coordinating overall front office activities, including the reception area, mail, purchasing, production planning and scheduling, and facilities. Working closely with the Special Assistants to monitor internal tasks, deadlines, and deliverables for Senior Officials and Directorate.

Escort uncleared visitors and personnel in security-restricted areas and coordinates badge access for new EAP employees.

Assists with coordinating meetings, scheduling conference rooms, monitoring leave for staff personnel, ordering supplies, and other administrative duties.

Receives and screens telephone calls and visitors; follows up to ensure necessary action is initiated and subsequently works to ensure that such action is completed as quickly as possible, as applicable, and appropriate.

Enters all forms of correspondence in final form including cables, memorandums, letters, briefing papers, etc. Establishes and maintains official files on specific subject matters.

Maintains the calendar for office management by arranging and scheduling appointments, handling all meeting requests, and providing calendar information to management daily.

Responsible for Time and Attendance record keeping; prepares and maintains T&A report. Maintains and monitors office leave schedule as directed by the COR and/or GTM.

Oversee office equipment operations: Ensures automation equipment is operational. Performs other appropriate administrative assignments such as document replication, inventorying office supplies

Manage budget and financial transactions, including purchasing, procurement credit card and accounts payable functions for the department.

Creates standard operating procedures related to office administration. Updates office management information (seating charts, phone lists, welcome book, etc.).

Coordinates travel and processes vouchers for managers and ICA employees in E2.

Assists managers in evaluations process via the appropriate platform.

Manages the continuous and smooth flow of information, such as cables, correspondence, briefing papers, and memoranda. Record minutes from meetings and prepare briefings materials. Works with EAP’s Staff Assistants and Executive Assistants to monitor internal tasks, deadlines, and deliverables

Serves as the SharePoint site expert and works to improve accessibility, archives, and functionality; provides regular training and briefings on the use of SharePoint to manage paper flow to staff within and outside the Bureau.

Supports other developmental, leadership and training activities and assignments as applicable.

Provides coordination, quality control, and process flow management for communications from and to the Office and among its constituent divisions. Contributes to the development of programs, goals, objectives, and administrative policies and processes for EAP, and the attainment of the goals and objectives.

Uses a high degree of independent judgment in researching regulations, and in determining the relationship between guidelines and organizational efficiency and program effectiveness; uses his or her judgment in choosing, interpreting, or adapting available guidelines to specific issues or subjects.

U.S. Department of State – U.S. Consulate Vancouver Canada

Investigative Assistant 10/2023 – 11/2024

Supervisor: SA Pejman Saadatzadeh ************@*****.*** / Tel. 317-***-****

As an Investigative Assistant (IA) I was responsible for providing specialized intelligence, threat analysis and report production support to law enforcement officials, special agents and Management. Access and perform research on designated automated intelligence databases for identifying information of interest regarding requests for information for internal and external stakeholders and investigations. Gather information and identify information to an appropriate medium and edit the information into the format in compliance with Diplomatic Security standards.

Identify, gather and collect data for analysis.

Responsible for updating information related to ongoing investigations in the Department of State computer systems, ensuring sensitive information is properly managed and safeguarded or disseminated as needed

Prepare files, including proper handling, filing, retention, and retiring of investigative reports

Responsible for data entry and management of Department of State computer systems, including entering, report writing and updating relevant information for investigative cases

Provide coordination and ensure quality control communications within the office and other departments. Supports intelligence production and intelligence information sharing initiatives using system software tools.

Work closely with department statistics to support Monthly Status Report (MSR) submissions to headquarters. Communicate analytical finds in briefings or discussions within the department and outside of the department as needed. Present briefings to key personnel.

Provide administrative support for various operation aspects of the office, such as functions related to procurement using ILMS/ARIBA systems, office budget, managing inventory, ordering of office equipment and supplies, including scheduling vehicle maintenance with local vendors.

Escort uncleared visitors and personnel in security-restricted areas.

Serve as a liaison with other bureaus, local law enforcement and federal law enforcement.

Responsible for travel arrangements within my department and travel vouchers using the E2 system, in compliance with the US State Department travel policies

Develop, update, and implement administrative and operation policies, such as Standard Operating Procedures, for the office/section. Prepare and enhance documents, reports, memos, emails, and other forms of official communication

Review, drafts, and respond to correspondence for approval within the area of authority. Route official communications to the appropriate points of contact. Proofread and edit documents for accuracy, formatting, clearances, style, and compliance with regulations

Prepare and enhance documents, presentations, reports, memos, emails, and other forms of official communication

Dynex Technologies, Inc. Chantilly, Virginia

International Customer Service and Logistics 07/2017 – 10/2023

Supervisor: Michael Ciccareli Tel. 571-***-****

Ensure adherence to international shipping regulation and compliance, while coordinating cost-effective and timely logistics operations across regions around the world including Europe, Middle East, Africa, Asia, Latin America and Canada

Draft solicitation contracts for Customers in compliance with laws, regulations, and internal company policies. Define project requirements and deadlines for procurement specifications. Responsible for customer outreach.

Responsible for executing orders from international and domestic customers. General management in the export of goods.

As an International Logistics Specialist, I facilitate communication and collaboration between departments, teams, and organizations. Plan and coordinate logistics, transportation and customer services at the international level, while also taking into consideration budget restrictions.

Proficient in establishing good business relationships with domestic and international freight forwarders. Proficient in the use and requirements of federal databases in compliance with export and import procedures.

Monitor internal tasks, deadlines and deliverables in collaboration with department guidelines. Determine customer requirements and establish effective Standard Operating Procedures (SOP) processes to ensure requirements are met

Responsible for multiple time-sensitive tasks with very short deadlines. Provides routine procedural guidance on financial/budget issues to customers and management

Review and update resources, department’s standard operating procedures. Implement company guidance for record-keeping for all necessary documents and reports regarding logistics operations and sales

Assist in development of administrative and/or operational systems or processes

Conduct regular audits and assessments of logistic processes to identify inefficiencies and recommend corrective actions as well as an analysis of future alternative solutions

Create and present monthly report, measuring operational efficiency in delivery and logistics, Delivery on Time Report (DOT Report) for key customers.

Effectively communicate with management on daily assignments and status reports. Collaborate with colleagues to brainstorm and propose solutions to challenges encountered.

Facilitate communication between the departments, international and external stakeholders while performing routine productivity analysis.

Primary point of contact for vendor’s coordinating and requesting quotes and routes based on volume Responsible for managing and overseeing proposals of multiple vendors and suppliers, to include monitoring contractor performance to ensure compliance with contract terms

Perform procurement planning activities for raw materials and supplies with the shipping department setting appropriate schedules to meet monthly targets

STC Logistics (Insperity LLC) Wantagh, New York

Logistics Coordinator 01/2017 – 06/2017

Facilitate communication and coordinate transportation providers to ensure prompt and proper movement of shipments.

Respond promptly to customer concerns and issues to demonstrate understanding, resolve issues, and retain business

Established and maintained excellent service for internal and external customers. Updated receipts and shipping information into appropriate warehouse system(s).

Created invoices for customers with proper terms of sale as required by different business accounts

Managed and emailed pre-alerts daily to determine whether freight is arriving as expected

Perform routine audits to ensure that compliance and record-keeping requirements are met

Received, reviewed, and processed inbound documentation for an assigned base of accounts and reviewed all documents are processed accurately and timely

Develop and update standard operating procedures. Ensure customer profile information is correct and updated in the company internal system

Liaised with internal and external stakeholders to ensure guidelines and dispatch of the product were completed in accordance with the established timeline and budget.

Flexitank Inc. Guaynabo, Puerto Rico

Customer Service Supervisor / Operations Service Representative 03/2008 – 01/2017

Supervisor: Gilberto Pagan Phone: 787-***-****

Expedite field resources, tools, equipment and materials as necessary. Use technical knowledge and understanding of operations policies and procedures. Analyze, interpret and communicate a variety of information to support the operations department with bulk liquid transportation.

Respond promptly to customer concerns and issues to demonstrate understanding, resolve issues, and retain business. Establish and maintain excellent service to internal and external customers

Ensure adherence to international shipping regulation and compliance, while coordinating cost-effective and timely logistics operations across regions around the world including US, Caribbean and Latin America

Determine customer requirements and establish effective Standard Operating Procedures (SOP) processes to ensure office guidelines are met. Develop solutions for excess inventory disposition and reutilization

Perform routine audits to ensure that compliance and record-keeping requirements are met and ensure employees comply with internal SOP

Responsible for monthly management reports to quantify and measure a company’s overall long-term performance, Responsible for team compliance with safety department procedures

Coordinate with cross-functional teams to ensure seamless integration of logistics with procurement and successful delivery

Provide expertise in resolving emerging issues involving internal logistics, shipping, customs, and shipping laws and regulations

Processed Employee Evaluation Reports, worked with employees and respective development plans at work

MARS Caribbean & Central America San Juan, PR

Customer Service and Logistics Department 05/2005-03/2008

Key Duties:

Respond promptly to customer concerns and issues to demonstrate understanding, resolve issues, and retain business. Established and maintained excellent service to internal and external customers

Update receipts and shipping information into appropriate warehouse system(s). Created invoices for customers with proper terms of sale as required by different business accounts

Managed and emailed pre-alerts daily to determine whether freight is arriving as expected. Prepare documentation in compliance with export procedures and terms of sale

Liaised with the shipping unit to ensure dispatch of the product was completed in accordance with the established timeline and contracted pricing.

Prepare billing on time for month end closing for in-house storage accounts. Handle customer claims for damaged goods and expired product disposal as needed. Handle customer claims for damaged and expired stock

Support the program with development and oversight of procedures and processes relating to ordering, receiving, storing, tracking and shipment of material.

Implement company guidance for record-keeping for all necessary documents and reports regarding logistics operations and sales. Provides routine procedural guidance on financial/budget issues to customers and management.

EDUCATION

Polytechnic University of Puerto Rico, San Juan Puerto Rico 2004-2008

Bachelor of Science in Chemical Engineering

University of Puerto Rico, San Juan, PR 1997-2004

ADDITIONAL TECHNICAL SKILLS

TECHNICAL SKILLS: Proficient in MS Office Suite & SharePoint, E2 travel, ILMS/Ariba, WebTATEL, Information Management System (IMS), Lexis Nexis – ACCURINT, CLEAR, TECS, Unified Passenger (UPAX), Person Centric Query Service (PCQS), Arrival Departure Information System (ADIS), Central Index System (CIS), Computer Linked Automated Information Management System (CLAIMS), i2 Analyst's Notebook, Consular Consolidated Database (CCD), Independent Name Check System (INK), American Citizen Service System (ACS), Non-Immigrant Visa System (NIV) and Immigrant Visa System (IV).

Knowledge of basic computer processes such as: troubleshooting, installation, and maintenance.

Software Applications: Proficient with Microsoft Office Applications (Word, PowerPoint, Access, Excel)

Fully bilingual – English and Spanish

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