Customer Service & Executive Administrative Support

VIRGINIA DE HOYOS-CONTRERAS

Business Administration Administrative Operations Customer Relations Houston, Texas 281-***-**** ************@*****.*** LinkedIn: www.linkedin.com/in/viginia-c-1254a1143

PROFESSIONAL SUMMARY

Business administration and executive support professional with 20+ years of experience supporting government, legal, and business operations. Extensive background providing administrative support to executive leadership, including C- suite management and the County Engineer's Office. Expertise in records management, executive coordination, compliance administration, stakeholder communications, case management, and operational support. Proven ability to manage complex administrative functions, coordinate with elected officials and government agencies, maintain confidential information, and improve organizational processes. Recognized for leadership, operational efficiency, customer service excellence, and commitment to public service during major disaster response and recovery operations.

CORE COMPETENCIES

• Business Administration

• Executive Support

• Administrative Operations

• Office Management

• Records Management

• Case Management

• Legal Documentation

• Executive Communications

• Calendar & Meeting Coordination

• Stakeholder Relations

• Regulatory Compliance

• Project Coordination

• Process Improvement

• Team Leadership & Training

• Customer Relations

• Report Preparation

• Problem Resolution

• Cross-Functional Collaboration

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) Microsoft Dynamics CRM

Adobe Acrobat

Document Management Systems

Electronic Records Management Systems

Client Management Databases

Road Log Database Systems

Mapping Systems

Data Entry & Reporting Systems

EXECUTIVE SUPPORT EXPERIENCE

• Provided administrative support to executive leadership, including department managers and four C-suite-level executives.

• Served as backup Executive Assistant to the County Engineer, ensuring continuity of executive operations and administrative support.

• Managed executive calendars, meeting schedules, conference room coordination, and executive communications.

• Prepared agendas, meeting packets, presentations, briefing materials, and meeting documentation.

• Coordinated with Commissioners Court staff, elected officials, county departments, consultants, and outside agencies.

• Maintained confidentiality while handling sensitive personnel, legal, operational, and executive communications.

• Supported departmental operations for teams of up to 35 employees. PROFESSIONAL EXPERIENCE

LEGAL CASE MANAGER

The Nations Law Firm Houston, Texas 2024–Present

• Manage a caseload of approximately 216 active legal matters while ensuring accurate documentation, timely follow-up, and compliance with firm procedures.

• Serve as primary point of contact for clients, maintaining consistent communication throughout the case lifecycle.

• Coordinate collection and review of court-required client documentation to support legal proceedings.

• Maintain detailed electronic case records within a proprietary client management database.

• Monitor case timelines, deadlines, billing activities, and workflow requirements to support efficient case progression.

• Implemented case milestone tracking procedures that improved organization and visibility of active matters.

• Developed client communication practices that enhanced responsiveness and transparency.

ASSET LOG MANAGER

Harris County Engineering Department Houston, Texas 2005–2024

• Managed official roadway records and documentation supporting Harris County infrastructure operations and regulatory compliance.

• Processed and reviewed approximately 800–1,500 roadway record updates annually while ensuring adherence to Harris County Road Law.

• Coordinated countywide redistricting projects involving updates to 10,000– 65,000 roadway records while maintaining data integrity and operational continuity.

• Collaborated with engineers, surveyors, developers, attorneys, elected officials, consultants, and government agencies to evaluate roadway classifications and ownership determinations.

• Submitted roadway updates and supporting documentation for Commissioners Court review and approval.

• Interpreted county regulations and prepared documentation supporting legal, administrative, and operational decision-making.

• Served as liaison between engineering, legal, governmental, and external stakeholder groups.

• Provided executive administrative support to senior leadership, including scheduling, correspondence, meeting preparation, and project coordination.

• Supervised and trained two employees while refining position responsibilities and improving operational procedures.

• Developed and documented workflows that increased efficiency, consistency, and records accuracy.

• Utilized Microsoft Dynamics CRM, mapping systems, electronic records systems, and database applications to support departmental operations.

• Coordinated a major office relocation project while maintaining uninterrupted operations and service continuity.

• Supported disaster response and recovery efforts from Tropical Storm Allison through Hurricane Harvey, including assignments supporting interagency recovery operations with TxDOT during Hurricane Ike.

• Earned recognition for exceptional public service and commitment to organizational resilience during emergency response efforts.

• Progressed from entry-level positions to management-level responsibilities through demonstrated leadership, initiative, and operational expertise. CO-OWNER

Video Gallery Victoria, Texas 2003–2005

• Managed daily business operations, customer service functions, inventory control, cash handling, and sales transactions.

UTILITY COORDINATOR

Harris County Engineering Department Houston, Texas 2002–2003

• Coordinated utility-related documentation, communications, and project support activities.

• Maintained records, tracked project activities, and supported infrastructure and roadway development initiatives.

• Assisted with stakeholder communications and administrative coordination.

• Maintained customer relationships and supported business growth through effective service and operational management.

• Oversaw administrative responsibilities, recordkeeping, and retail operations. ADDITIONAL CUSTOMER SERVICE EXPERIENCE

Retail, Hospitality, Food Service, Rental Services, and Medical

• Delivered exceptional customer service in high-volume environments throughout retail, hospitality, food service, and transportation-related operations.

• Performed cashiering, sales support, inventory management, scheduling support, and customer issue resolution.

• Served as Front Desk Hotel Agent and Rental Car Agent, managing reservations, customer accounts, and service recovery situations.

• Developed strong communication, conflict resolution, and relationship management skills through extensive public interaction. EDUCATION

University of Phoenix

Completed Undergraduate Coursework

Sam Houston High School

High School Diploma 1986-1990

ADDITIONAL INFORMATION

Former Texas Notary Public (Eligible for Renewal)

Former Food Service Worker (Eligible for Renewal Food Handler Certificate) Former Certified Nurse's Assistant (Eligible for Renewal) 20+ Years of Customer-Facing Experience

Available for Business Administration, Executive Assistant, Administrative Coordinator, Office Manager, Operations Coordinator, Legal Assistant, Case Management, and Government Administration Opportunities

Contact this candidate