Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alicia Figueroa

Conroe,TX

Summary

Professional and knowledgeable Senior Receptionist versed in administrative support and customer service. Offering 20 years of experience managing company reputation with customers. Highly efficient and accurate with strong planning, problem-solving and communication skills. Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

18
18
years of professional experience

Work History

Administrative Receptionist

Chaparral Management Company
Spring , TX
02.2018 - Current
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients and updated client records.
  • Answered central telephone system and directed over 50 customer calls per day accordingly.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved daily over 75 customer problems and complaints.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Responded to inquiries from callers seeking information.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Corresponded with clients through email, telephone or postal mail.
  • Sorted received and distributed mail correspondence between departments and personnel.
  • Resolved matters of callers appropriately to 90% higher satisfaction above and beyond service.
  • Received and routed business correspondence to correct departments and staff members.
  • Kept records in CRM to maintain customer data.
  • Liaised with vendors, contractors and professional services personnel in properly assisting with nature of incoming business.

Administrative Assistant

Chaparral Management Company
Spring, TX
05.2015 - 01.2018
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and cost data.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Processed invoices and expenses using QuickBooks to facilitate on-time payment.
  • Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
  • Organized weekly staff meetings and logged minutes for corporate records.
  • Created PowerPoint presentations for business annual meetings.
  • Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.

General Office Team Leader

CMI Management, Inc./FCi Federal, Inc.
Spring, TX
01.2005 - 04.2015
  • Reviewed and scheduled all cases for eligibility of interviews for approval process of naturalization applicants.
  • Responsible for setting up naturalization ceremonies in Computer Linked Application Information Management System (CLAIMS4) preparation and distribution of naturalization certificates, and retrieval of documentation from applicants.
  • Assisted and attended monthly ceremonies of naturalization of up to 2,500 granted citizens by Department of Homeland Security (DHS) personnel.
  • Accessed database to retrieve and track files using National File Tracking System (NFTS) necessary to locate files and route to proper destinations.
  • Knowledgeable of programs used to ensure criteria is met for naturalization interviews such as CLAIMS4, Central Index System (CIS), and Re-designed Naturalization Application Casework System (RNACS).
  • Performed scheduling of fingerprints in computer database program SNAP.
  • Demonstrated proficiency in Microsoft Excel by processing daily mail into Excel spreadsheets for tracking purposes.
  • Performed quality checks for accurate completeness of work as well as department staff.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Led team of 13 members while providing exceptional customer service.
  • Directed employees in performing applicable support functions - mail and file operations, data entry for files processed, clerical and administrative duties, and prioritized department tasks.
  • Tracked progress of all functional area activities and reported status to contractors Site Manager, Assistant Site Manager, and Regional Manager.
  • Prepared daily, bi-weekly and monthly reports on department accomplishments.
  • Demonstrated ability to motivate employees, work effectively in team environment, and read and follow instructions explicitly.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Assisted supervisor with new hire processing and existing training programs.
  • Set up and calibrated machinery to meet specific production requirements and meet desired tolerances.
  • Documented counts and sorted finished work to promote easy access for shipping or additional processing.
  • Performed quality control and ensured timely delivering of all deliverables.
  • Possessed Security Clearance required by Department of Homeland Security (DHS) Naturalization Service.

Education

No Degree - Criminal Justice

Houston Community College
Houston, TX
1999

High School Diploma -

John H. Reagan High School
Houston, TX
05.1980

Skills

  • Correspondence Management
  • Organization and Efficiency
  • Information Protection
  • Time Management
  • Administrative Management
  • Conflict Resolution
  • Customer and Client Relations
  • Administrative and Clerical Support
  • Verbal and Written Communication
  • Database Administration
  • Meeting Preparation
  • Document Control and PC Proficiency

Timeline

Administrative Receptionist

Chaparral Management Company
02.2018 - Current

Administrative Assistant

Chaparral Management Company
05.2015 - 01.2018

General Office Team Leader

CMI Management, Inc./FCi Federal, Inc.
01.2005 - 04.2015

No Degree - Criminal Justice

Houston Community College

High School Diploma -

John H. Reagan High School

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Alicia Figueroa