Virtual Administrative Pro & Customer Care Specialist

KATHLEEN JARAMILLO

Virtual Administrative Professional Customer care

******************@*****.***, +1-505-***-****, Vallecitos, NM 87581

SUMMARY

Results-driven professional with extensive experience in administrative support, customer service, and operations management across various industries, including healthcare, non-profit, and government. Proven expertise in scheduling, project coordination, and B2B customer relations, with a strong ability to manage complex workflows and multi-task in fast-paced environments. Demonstrates exceptional communication skills, facilitating seamless interactions between internal teams, clients, and external partners. Highly organized with keen attention to detail, ensuring accurate and timely service delivery. Passionate about leveraging technology to streamline processes and improve operational efficiency.

Skilled in providing empathetic customer support and building strong relationships to enhance client satisfaction

PROFESSIONAL EXPERIENCE

Virtual Administrative Professional Self-employed, Freelance, Contract Services January 2025 - Present

&Managed multiple contracts as a Virtual Assistant, Project Manager, and Customer Service Representative across various industries.

&Provided administrative support for roles including Call Center CSR for utilities, Medicaid services, and banking.

&Coordinated travel arrangements and managed calendars for clients, ensuring efficient time management and organization.

&Delivered high-quality customer service in call center environments, resolving complex inquiries and maintaining satisfaction.

&Utilized various technology platforms for data entry, research, and process management, demonstrating adaptability and tech-savviness.

&Assisted with client onboarding and administrative tasks, ensuring smooth operations and timely responsiveness.

&Active Contract Independent Agent with Outside Agents I work with solution consultants, apply sales [processes overcoming objectives and using persuasive techniques to obtain leads and close sales. Analyze metrics. I work independently but also collaborate with team to share workload, skills, knowledge and leads.

&A

Facilities Coordinator Vallecitos Mountain Retreat Center Non-profit hybrid part time September 2024 - January 2025

&Managed facilities operations and coordinated projects for a remote retreat center, improving operational efficiency by 20%.

&Supervised staff and volunteers, enhancing scheduling efficiency and ensuring optimal resource allocation.

&Led HR functions, including hiring and onboarding, reducing new hire processing time by 15%.

&Organized supply orders and deliveries, achieving 100% timely fulfillment of operational needs.

&Supported retreat participants, improving customer service experiences through quick, responsive solutions.

&Assisted with grant applications and fundraising, contributing to a 10% increase in donations and organizational support.

Financial Management Specialist Travel Ops Help Desk and Payroll CSR U.S. EPA and USDA

November 2021 - August 2024

&Provided data analysis and financial management support for government accounts, ensuring accuracy and compliance.

&Led help desk service, managing inbound calls, emails, and chats with a 95%+ customer satisfaction rate.

&Trained new employees on customer service protocols and database systems, improving team efficiency and performance.

&Beta tested automation tools (Bots) that increased productivity by 30% by reducing manual workload and streamlining processes.

&Served as primary travel manager, coordinating logistics for over 100+ clients and maintaining Public Trust Security clearance.

&Managed sensitive customer and account information, ensuring high standards of data protection and confidentiality.

&Data clean up, QA for bot work

Executive Assistant to CFO, ACFO, and COS USDA Forest Service (temp “detail” overlaps with Financial Management) November 2022 - March 2023

&Provided high-level executive support, managing complex schedules for the CFO, ACFO, and other key personnel.

&Coordinated virtual meetings and all-employee calls, ensuring 508 compliance and effective team collaboration.

&Analyzed and prioritized email requests, determining urgency and required actions for executive responses.

&Worked with CFO OPS Team to create meeting agendas, run scripts, and secure speakers, facilitating smooth operations.

&Assisted with travel arrangements for executives and other employees, ensuring timely and efficient planning.

&Managed onboarding processes and other HR functions, supporting team integration and reducing delays.

Executive Administrative Assistant Jaramillo Landworks May 2010 - November 2021

&Provided executive support to the CEO, managing calendars, communications, and customer accounts.

&Coordinated grants and agreements, improving submission efficiency by 25% and ensuring compliance with deadlines.

&Led payroll and accounting tasks, managing discrepancies and ensuring accurate records in QuickBooks.

&Trained and mentored new employees, reducing onboarding time by 20% and enhancing overall team performance.

&Analyzed business metrics to provide strategic insights, influencing key decision-making and operational adjustments.

&Managed multiple databases and assisted in project coordination, streamlining workflow and improving productivity.

&Agriculture and Contracting company

Customer Success Manager Sun Pro Solar Contract temp April 2021 - June 2021

&Managed customer accounts, focusing on clients at risk of churn, with an 85% success rate in retention.

&Developed and implemented crisis response strategies, saving 10 high-risk accounts and over 25 potentially lost accounts.

&Exceeded expectations for account recovery by delivering solutions that built trust and exceeded customer expectations.

&Established rapid response strategies, improving account recovery timelines and customer satisfaction.

&Built strong customer relationships through empathetic communication and reliable follow-up.

&Utilized Salesforce, Slack, and Microsoft Teams for effective account management and communication.

Forestry Technician USDA Forest Service June 2009 - May 2010

&Managed timber and silviculture programs, including ARRA contracts and the Collaborative Forest Restoration Program (CFRP).

&Conducted unit boundary layout, marking, and inspection, ensuring adherence to environmental and contractual standards.

&Assisted with habitat management, invasive species identification, and ranged management practices.

&Served as Contracting Officer Representative (COR), overseeing contract compliance and project coordination.

&Participated in fire management training and habitat type training, maintaining certification and operational readiness.

&Utilized ArcGIS and other software for mapping, project tracking, and data management.

Support Services Specialist USDA Forest Service May 2006 - June 2009

&Provided administrative support, budget management, and customer service in a multi-agency government setting.

&Supervised HR functions, managing employee records, timekeeping, and facilitating payroll.

&Assisted with budget preparation, tracking, and resource allocation to ensure efficient operational funding.

&Managed customer accounts and logistics in the District Program, ensuring timely response and service delivery.

&Coordinated facilities management for multiple locations, including managing employee quarters and visitor centers.

&Volunteered for emergency response teams, demonstrating a strong commitment to community service and teamwork.

EDUCATION

Associate's Degree in Anthropology (Working toward BA) Southern New Hampshire University October 2018 - April 2022

CERTIFICATIONS

Contracting Officer Representative (COR) Certification

Records Management yearly from 2021-2024

ArcGIS Certification

NEPA Training Cybersecurity Training Fire Management Training I-Suite Refresher Training

QuickBooks

Workday, People Plus, Paycheck 8 Certified

Proficiency in Concur, ArcGIS, Microsoft and Google, Mercury, Compass, Slack, Zendesk, Jira, Salesforce and other CRM/SaaS platforms

CSR training

Sabre GDS

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