Office Assistant Customer Service
Resume:
Elixmarie Santos-Mercado
Boston, MA
*************@*****.***
SUMMARY
Committed and motivated office assistant with exceptional customer service and decision-making skills. Strong work ethic, professional demeanor, and great initiative. Reliable, responsible, and determined when assisting teams across functions. Excellent record of accomplishment and a strong sense of initiative and persistence. Collaborative team player who can work autonomously to push team goals forward. Ability to learn new tasks quickly and take ownership of new and diverse projects by driving progress.
PROFESSIONAL EXPERIENCE:
One Boston Church Boston, MA
Experience Development Coordinator 2024-2025
• Next Steps Event Building in Planning Center
• Team One Placement Review with Lead Pastors
• Team One Placement Follow-Up Conversations
• Follow-up on Team One Placements with Coordinators/Team Members
• Coordinate Handwritten Visitor Follow-up Notes
Project Goals:
● Visitor Welcome & Follow-up Systems in place
● The number of visitors growing and 80% completing Connection Cards
● Review & update all “Connection Card” related workflows by November 1.
● 75% Workflow completion rate by 11.15. 90% by 12.15.
● Next Steps & Team One Onboarding Functioning
● Next Steps functions are consistent & predictable
● Next Steps attendance of at least 5 people per session
● 90% completion of 101 & 102 forms.
● 75% assigned to Team One in under 2 weeks.
● Next Steps hosts identified and trained by 1.15.
● Healthy and Sustainable EXP Team
● Successfully transition EXP Team to Worship 1/Serve 1
● Two-weekend team leaders serving alongside the EXP Coordinator
● EXP team set-up consistently completed by 9:15 & returned to storage by 1.
● The next Steps set-up will be consistently completed by 9:15 & returned to storage by 1:30.
● EXP Team using Services & Slack
Beth Israel Lahey Health Boston, MA
Administrative Programs Administrator 2023 -2024
• Setting up meetings with managers to talk about the next steps on either onboarding or off-boarding
• Creating an Onboarding schedule for 2 weeks for new hires.
• I-9 form review and verifying documents.
• Setting up meet & greets for new/transferring employees via the Development talent calendar.
• Send emails to the new hire the Friday before their first day with helpful documents, such as the onboarding schedule, etc.
• Ordering business cards
• Scheduling the quarterly onboarding meetings for new hires and those who want to join.
• Requesting Avaya or office line for new and current employees
• Assign BILH PAL if applicable.
• Prepare Welcome/swag bag.
Elixmarie Santos-Mercado
Boston, MA
*************@*****.***
• Setting up 30, 60, and 90-day check-ins with new hires and managers.
• Collecting BILH property from employees who are leaving
• Making sure that the employee has been terminated in the workday
• Collecting Building Access cards
• Updating the organization chart once a week
• Delegating timesheet approvals for BILH employees on Mondays at 10 am
• Making sure that the offices are fully staffed with admin/coordinator coverage
• Coordinate Monthly admin/coordinators meeting
• Ordering office supplies as needed
• Assist managers with one-off projects
• Adding/removing individuals to the distribution list that BILH owns.
• Updating workday ID numbers on Monday.com
• BILH Philanthropy email inbox check 2x a day
• Tracking of BILH Memberships
• Answering and managing the Development Talent mailbox
• Assist manager with organizing Cascading and Town Hall meeting agenda Beth Israel Lahey Health Boston, MA
Philanthropy Operations Assistant 2020 - 2023
● Calendar management for Assistant Vice President, of Operations and Vice President, of Administration & Operations.
● Attends team meetings to take meeting minutes and distribute minutes/action items to the group promptly after the meeting.
● Manage PowerPoint creation for monthly Administration & Operations meetings.
● Manage COVID-19 in Office schedule. (Office coverage)
● Assist the Operations team in booking conference rooms, large group meetings, and video conference meetings.
● Data entry and hygiene projects, as requested by the Associate Director of Constituent Records.
● Triage issues with Raiser’s Edge.
● Facilitates receipt folding and mailing.
● Facilitates pledge reminder folding and mailing.
● Add digital media items to Raiser’s Edge, as requested.
● Manage monthly admin/coordinator meetings and represent the Operations team. (request for agenda items, includes skills development training)
● Submit for team reimbursements, as needed.
● Assist with event set-up and support, upon request if available (i.e. AMOB or Critical Voices).
• Answering calls from the mainline, assisting callers, and returning voicemails.
● Manage floating laptop inventory.
● Update inventory and IT details for all staff technology.
● Manage requests for building access for new staff.
● Manage requests for phone line assignments. Update phone list on Teams.
● Train and onboard new staff on their first day to help set them up for success.
● Update inventory and IT details for all staff technology.
• Assigns and manages the seating chart for new staff members.
● Manage requests for WB Mason and Amazon business accounts set up.
● Manage off-boarding staff members. (i.e. collecting IDs, IT equipment, removing from any distribution list)
● Schedule courier pick up for 13 locations – with notice to the Gift Admin team.
● Manage shipping label requests for UPS, FedEx, and USPS and Schedule pick-up,
• Cover in-office support, help with daily mail, opening mail, batching checks, and scanning checks greater than $5k.
● Assist with other administration tasks, as needed due to short staffing (i.e. PM team, A& O team)
● Manage monthly reports for the Prospect Management team. (i.e. Action by Action Solicitor, Face to Face and Doctor Meetings)
● Manage ticketing requests for the Administration & Operations team. (i.e. 10K invoice request approval report, Workday Credit Card Report)
● Manage payments using the Chief Philanthropy Officer of BILH, credit card.
● Manage payment for Verizon account and Windfall landline Hospital Account. Elixmarie Santos-Mercado
Boston, MA
*************@*****.***
The Boston Consulting Group Boston, MA
Contract through IST Management Services, Inc.
Site Manager/Office Operations Assistant 2016 - 2020
● Complete all data entry requests using Excel for the office inventory and tasks within time frames while maintaining high-level quality
● Schedule meeting updates through Microsoft Outlook for events, vendor meetings, and guest bookings
● Compile, sort and verify the accuracy of the four major inventory accounts, while generating weekly reports of the inventory count
● Perform other clerical duties such as answering the phone, sorting and distributing mail, running errands, and sending faxes
● Transmit work electronically to other locations upon request
● Purchase, track, and maintain office supply inventory and budgets
● Maintaining utmost discretion when dealing with sensitive information when producing reports for client
● Managed reception desk to greet visitors and redirect guests to scheduled meetings
● Meet with vendors and maintenance crew for any office needs
● Plan themed events for office birthday events, lunch and learns, and more Accomplishments:
● Refined and improved the existing paper consumption reducing the cost and paper usage by 50% overall
● Maintained a 95% customer satisfaction rating over two years, covering categories such as friendliness, efficiency, helpfulness, and knowledgeable
● Planned and executed over 75 small and large corporate events for an office of over 250+ employees in attendance since employment
● Updated Standard Operating Procedures for client
● Trained five regional stars during a period of company relocating and expansion, ensuring that they pay explicit attention to company policies and minute details
SECUR AMERICA Boston, MA
Security Officer 2014 - 2016
● Investigated any activity that could result in loss or liability including criminal incidents, fire hazards, and safety conditions
● Provided responsive customer service in representing Secur America and the client based on site and post instructions BOSTON CHILDREN’S MUSEUM Boston, MA
Visitor Experience Associate 2004 - 2014
● Greeting visitors with professional customer service by offering a welcoming, courteous, and safe environment
● Provided visitors with general information regarding museum exhibits, programs, and services
● Managed the information desk by answering phone calls, assisting with visitors’ inquiries, and making building announcements
● Accurately processed cash, credit, pass, and discount transactions EDUCATION:
The English High School Boston, MA
Diploma June 2007
Bunker Hill Community College Boston, MA
Associate Degree in Business Administration June 2013
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