Customer Service Administrative Support

Rosemarie San Agustin

“ENVISION YOUR REALITY OF TODAY”

Las Vegas, NV 89123 *********.**********@*************.*** +1-725-***-****/9850

PRESENTLY, HERE IS WHERE I’M AT: I am a full-time student at Laurus College studying in the healthcare industry and doing part-time work as a Student Worker on campus assisting with administrative work and assisting Career Services with conducting job search and posting to the career toolbox. Course of study: Medical Billing & Coding; Term completion: December 2025. Graduation will commence in February 2026 earning an occupational associate’s degree.

WHERE I HOPE TO SEE MYSELF: In a rewarding career that promotes learning and potential growth, anchoring the foundation from the ground up. I want to thrive with a growing team that adds value to my unique strengths and will invest in developing me to be the catalyst that will lead a team that is fostered to thrive as a whole.

My past work experience included: Customer Service and Administrative Support with the Government of Guam, at the Department of Public Health & Social Services, Division of Public Welfare, Bureau of Economic Security and Guam Department of Education. In my role as a Customer Service Representative, I provided exceptional customer services to our local island residents, neighboring island residents and the general public, relevant to inquiries/concerns and the general requirements of applying for public benefits.

Additionally, I provided 15+yrs of administrative support at the Executive level, using discretion with attention to detail, assisting with executing time-sensitive administrative details and ensuring that the program activities are carried out daily throughout the week generating a smooth flow of operation. I’d also like to include that I wore many hats and was detailed to various schools to assist coverage in the classroom and monitor the safety of all public school students on both elementary and secondary levels.

WORK EXPERIENCE

Student Worker

Laurus College – Las Vegas

January 2023-Present

•Provide direct assistance to students and the general public, effectively answering inquiries while ensuring strict adherence to confidentiality in accordance with state and federal guidelines, enhancing student satisfaction

•Answer calls and provide information to students who are inquiring information about their academic studies and/or transcripts etc., and/or other pertinent information relevant to the requirements for enrolling as well as receiving messages and relaying messages to appropriate staff

•Assist Career Services in searching for job bulletins

•Upload and post job bulletins to career toolbox; updates and make necessary changes when needed

•Ensure front office is maintained and kept in an orderly fashion

Customer Service Representative

DPHSS, Department of Public Welfare-Bureau of Economic Security - Tamuning, GU

September 2018 to December 2022

•Provided direct assistance to clients and the general public, effectively resolving inquiries and complaints while ensuring strict adherence to confidentiality in accordance with state and federal guidelines, enhancing client satisfaction

•Provide accurate information relevant to the general requirements to applying for public benefits for qualifying applicants and the general public

•Answer calls and provided information to applicants who are inquiring on the status of program benefits and/or other pertinent information relevant to the program as well as receiving messages and/or transfer calls to appropriate individuals

•Provided supervised training to newly hired clerical staff to key in applicant demographics into PHPro system and client “On-Base” data when needed and as instructed

•Contact applicants addressing changes/corrections to discrepancies on the application, ensuring that application is thoroughly filled out and completed with signature on the application and the required documents to ensure efficiency in accordance to the guidelines to apply for public benefits

•Schedules new applicant for intake review/Re-open appointments/Re-schedules late and missed appointments and enters data on PHPro system

•Collects all relevant documents from the office Dropbox; Open/Stamp receive/Categorizing them by: Applications, Simplified Renewal Form (SRF), Change Reports, Periodic Change Report (PCR), Pending docs; key data into PH Pro; Scan and index to On-base; forward to assigned Caseworker for processing

•Establish and maintain a record book of all Simplified Renewal Form appts, Re-open appts, Late Renewal and Missed Renewal appts & assign to Caseworker for processing

•Monitored the lobby area to ensure that clients are signing in as they arrive and/or filling out the purpose of visit forms; Ensuring that clients are seen in accordance to the sign-in

•Updates and verifies client demographics and makes changes in PHPro System if needed

•Reviews demographics on the application, verifying required forms for completeness that include birth certificates, social security, mayor’s verification, earned income, bank statements, utility expenses, child support, school verification, award letters, w-2 tax filed etc

•Mails interview/renewal appointment notifications and Periodic Change Report notifications to head of household to report any changes and/or updates on household composition

•Provide Certification of public benefits to clients upon request

•Research and retrieve pertinent information regarding client case files

•Attend Month-end Trainings and Meetings

In Home Caregiver

July 2015 to September 2018

No work history report. Cared for elderly parents

Administrative Assistant / Board Secretary

Guam Farmers Co-Op Association of Guam - Dededo, GU

January 2015 to June 2015

•Provided administrative support in an effort to ensure the smooth and efficient flow of the daily operations, and directly support the FCAG’s core mission·

•Directly supported the GM through a variety of tasks related to the organization and operations of the association·

•Transcribed minutes of the monthly Board meetings with accuracy· Collected, gather, and conducted fact-finding efforts in preparation of regular scheduled board meetings/legislative hearings, and/or at the request of the FCAG’s general manager·

•Developed, maintained, and established records (filing systems: hard/digital formatting), for adequate access and disposition· Recorded. prepared, and initiated purchase order requests for office supplies, equipment, and project orders·

•Assisted with reconciling all expense reports of activities/events forthcoming

•Assisted with calculating payment schedules for agriculture/farmers of FCAG, and ensure all daily activities are carried out in accomplishing the mission and meeting the core values of FCAG

In Home Caregiver

April 2013 to December 2014

No work history. Cared for elderly parents

Executive Secretary

GRH Technology & Co., LLC - Tamuning, GU

August 2012 to March 2013

•Assisted the GM with the daily operations of the daily activities of the “Leak Detection Control Project” Phase II, Final Report

•Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

•Establish work procedures or schedules and keep track of the daily work of clerical staff.

•Established and maintained a record management system of employee records and the project activities

•Create and maintain internal/external company letter templates and other relevant forms

•Complete forms in accordance with company procedures.

•Ensured that internal/administrative policies are addressed and complied

•Gathered all relevant data to support weekly, monthly, and quarterly reports

•Participated, prepared, and gathered all demographics, statistics, analysis and data to support the submission and finalizing "The Leak Detection Control Project" Phase II Final Report

•Assisted with ensuring employees are in compliance to the provisions and guidelines of the project• Reviewed and collected personnels time & attendance sheets, made corrections when needed and forwarded to accountant for processing

•Assisted in reviewing all demographics, statistics, analysis, and data to support task objective/task approach and task outcome of the project --proofread for accuracy to include ensuring all reports meet and support the project outline/outcome of the project

•Created binder tabs and inserts using computer software to design the title logo and side labels for the “Leak Detection Control Project” Phase II, using the proper tools on the ribbon key with accuracy • Gathered all contents, data, analysis & statistics, findings, conclusions to support the activities of the project for completeness to present to committee members

•Set up and manage paper or electronic filing systems, recording information, updating paperwork, maintaining documents, such as attendance records, correspondence, or other materials

•Provided assistance with managing projects and/or contributed to the committee and teamwork. Stored all records in digital form in a database and hard copies on file

In Home Caregiver

January 2011 to July 2012

Alternated with sister to care for elderly parents

Secretary/Receptionist

Guam Department of Education - Hagåtña, GU

March 1996 to December 2010

•Recorded and transcribed the minutes of meetings for the (JBUTC) Joint Board Union Textbook Curriculum Committee and Curriculum Work Session Board meetings; prepared the agenda, the approval of minutes and forward to Board members

•Opened, reads, date/time stamp, sorted and distributed incoming/outgoing mail and correspondences to appropriate individuals and/or department while remaining attentive to the privacy of the materials

•Answer telephones and give information to callers, take messages, or transfer calls to appropriate

•Create, maintain, and file forms and documents

•Develop and/or maintain internal/external forms templates

•Established an electronic database on digital and hard copy forms of all incoming/outgoing correspondences and other reports for Deputy Superintendent’s review and disposition

•Monitored sensitive correspondence for Superintendent’s signature/approval

•Coordinated and maintained the calendar of events in support of scheduled meetings for the Deputy Superintendent

•Managed appointments for Deputy Superintendent

•Assisted in the preparation of the department/agency budget; assisted with reviewing for completeness, accuracy and conformance with established guidelines and requirements

•Assisted with completing grant applications and other budgetary documents for review and approval

•Assisted with preparing the Quarterly Summary Report for the Learn & Serve America Grant

•Gathered relevant information to add to flyers and invitations in preparation of conferences; gathered event materials for use of conference and for distribution

•Assisted and prepared the processing of personnel actions for recruitment, promotions, meritorious step increases, adverse actions, establishment of new positions for review and approval

•Collected, received, and prepared payments offered for CEU’s/credits for professional development

•Established a record of participants obtaining CEU’s/credits for professional development

•Requested price quotations from various travel agencies offering the best air fare package needed to book flights for personnel staff

•Process RPO for office supplies for local/federal programs

•Generated a record of inventory of equipment for both locally and federally funded programs

•Monitored the inventory of supplies/equipment for both local/federal programs

•Input requisitions into FMS for both local/federal programs

•Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.

•Makes daily review of confirming employee attendance; Collects employee timesheets/attendance for both locally/federally funded programs for signature of the Deputy Superintendent for payroll submission

•Follow-Up on payment request and other related documents

OTHER RELATED DUTIES

•Assigned to various schools due to the shortage of certified teachers in the classroom; Provided classroom supervision; Monitored student progress, Arranging the environment to maximize efficiency for students to progress and learn; and anticipate potential problems of the student

•Assisted with administrative support duties in the office when needed,

•Substituted various classrooms in the absence of the teacher on both primary and secondary levels in the public school system

•Review and follow “Teacher’s Lesson Plan” providing the lessons, handouts, test exams etc. to be completed by students and collected before the end of classes

•Go over the exercises with the students (if applicable),

•Participated during the Parent/Teacher Conference

•Stood in place of the teacher and met with parents regarding child’s progress academically in the classroom

•Highlighted areas for student improvement and provided resources for the student to excel

•Addressed potential barriers to the parents on certain students and provided recommendations for student success

EDUCATION

OCCUPATIONAL ASSOCIATE DEGREE, Medical Billing & Coding

Laurus College - Las Vegas, NV

January 2023 to December 2025

EARLY CHILDHOOD EDUCATION, Undeclared

Guam Community College - Mangilao, GU

August 2001 to June 2010

VOCATIONAL HIGH SCHOOL DIPLOMA, Cosmotology

Guam Community College - Mangilao, GU

August 1986 to June 1989

SKILLS

•Excellent Verbal/Written Communication

•Excellent Organizational Skills

•Excellent Administrative Writing Skills

•Excellent Follow-Up/Listening Skills

•Calendaring Appointments

•Exceptional Customer Service

•Program Management

•Policies

•Attention to Detail

•Record Management

•Inventory Management

•Time Management

•Office/Administrative Operation

•Transcribing/Dictating minutes of a Board meeting

•Able to multi-task in a fast-paced environment

•Problem solving

•Research

•HIPPA

•Medical Terminology

•ICD-10/HCPCS

•EMR/EHR Systems

•AS400 FMS

•Human Resources

•Payroll

•Intermediate proficiency of Google Suite

•Intermediate proficiency of Microsoft Suite (Word, Excel, PPT, Outlook)

REFERENCES

•Susana Guerrero, Director, Student Services

Contact#: 805-***-****

email: ******.********@*************.***

•Cindy Malanum, Social Services Supervisor, DPHSS

Contact#: 671-***-****

email: *****.*.*******@*****.****.***

•Eloise R. Sanchez, Retired Associate Superintendent, Guam Department of Education

Contact #: 671-***-****

email: **************@*******.***

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