Ana Castillo
Pasadena,TX
Summary
Assertive professional, fluent in Spanish and English with an inclusive mindset and passion for constant growth and learning. Adaptable to change and goal-oriented. 8+ years of experience in client management, customer service, client development and, administrative duties. Innovative and assertive leader with outstanding customer service, interpersonal skills, training and development, and relationship management with corporate clients. HR professional with experience in recruitment, administration, coaching and mentorship. excel in managing complex schedules, coordinating meetings, and facilitating effective communication. My strong organizational skills and attention to detail ensure efficient project execution and adherence to deadlines. Proficient in various software tools, I have a proven track record of enhancing office processes and productivity. Known for my proactive approach and discretion in handling sensitive information, I am dedicated to fostering collaboration and contributing to organizational success.
Professional with strong background in executive support, adept at managing complex schedules, coordinating meetings, and handling confidential information. Highly skilled in communication, organization, and problem-solving, ensuring seamless office operations. Focused on team collaboration and achieving results, adapting flexibly to changing needs and priorities. Dependable and resourceful, consistently delivering high-quality outcomes. Diligent Executive Assistant with background in providing comprehensive support to senior executives. Successfully coordinated high-priority projects and streamlined office operations. Demonstrated proficiency in calendar management and travel arrangements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Executive Assistant
Southwest Key Programs
01.2024 - Current
- Provide wide range of administrative support, organizational assistance, and project management to the Program Director and Assistant Program Director in the fast-paced, urgent, high accountability environment of the shelter
- Maintain high level of knowledge of all departments' functions and activities in order to respond to internal and external inquiries and requests for information and departmental support
- Answer and receive incoming calls and correspondence
- Collect, maintain and submit data for monthly, quarterly, and annual reports to Program Director, Southwest Key's national headquarters and Office of Refugee Resettlement (ORR)
- Process, maintain and review all program personnel records including training records
- Review monthly financials to ensure compliance with operations/contract requirements
- Adhere to negotiated annual budget and spending requirements including petty cash and stipend accounts
- Oversee purchase and maintain inventory control of office, household, educational, client, and kitchen supplies
- Monitor and maintain compliance with organization, licensing, and funding source for all program departments
- Attend all organizational required trainings
- Attend all departmental and program meetings to ensure that up-to-date information is received and/or information of policy changes or practice are adhered to
- Must assist in the evacuation of youth as needed due to inclement weather conditions, natural disasters, or other unforeseen occurrences
Office Manager
Southwest Key Programs
01.2023 - 01.2024
- Manage daily office operations, ensuring efficiency and effectiveness in all administrative tasks
- Facilitate communication and collaboration among team members
- Organize meetings, distribute agendas, and ensure that all team members are informed about project updates and deadlines
- Develop and manage the office budget, including tracking expenses, forecasting future costs, and identifying areas for cost savings
- Assist with HR functions such as recruitment, onboarding, and training of new employees
- Maintain employee records, manage payroll processes, and ensure compliance with labor laws and company policies
- Serve as the first point of contact for clients and visitors
- Handle inquiries, resolve issues, and provide exceptional customer service to enhance the company's reputation and client satisfaction
- Organize and manage executive calendars, coordinating appointments, meetings, and travel arrangements
- Prioritize scheduling to optimize time management for executives and staff
- Oversee the organization and maintenance of company documents, both physical and digital
- Implement filing systems and ensure that important documents are easily accessible while maintaining confidentiality
- Lead and support various office projects, ensuring they are completed on time and within budget
- Collaborate with team members to set project goals, timelines, and deliverables
- Establish and maintain relationships with vendors and service providers
- Negotiate contracts, manage service agreements, and ensure that the office is stocked with necessary supplies and services
- Develop and enforce office policies and procedures to ensure compliance with company standards and regulations
- Regularly review and update policies to reflect changes in the business environment
- Track and evaluate office performance metrics, providing reports to management
- Identify areas for improvement and implement strategies to enhance productivity and efficiency
- Oversee the use of office technology and software, ensuring that all systems are functioning properly
- Provide training to staff on new technologies and troubleshoot any technical issues that arise
- Organize company events, meetings, and team-building activities
- Coordinate logistics, manage budgets, and ensure that events run smoothly and meet company objectives
- Maintain effective internal and external communication channels
- Draft and distribute company-wide announcements, newsletters, and other communications to keep staff informed and engaged
- Ensure that the office complies with health and safety regulations
- Conduct regular safety audits, implement emergency procedures, and promote a safe working environment for all employees
- Manage data entry tasks, ensuring accuracy and timeliness in record-keeping
- Generate reports for management on various aspects of office operations, including financial performance and employee productivity
- Address and resolve conflicts among staff members or between departments
- Mediate discussions and facilitate solutions to maintain a harmonious work environment
- Identify training needs within the office and coordinate professional development opportunities for staff
- Encourage continuous learning and skill enhancement to foster employee growth
- Assist senior management in strategic planning initiatives by providing insights and data analysis
- Contribute to the development of long-term goals and objectives for the organization
- Monitor and manage office inventory, ensuring that supplies are adequately stocked and available when needed
- Implement inventory control measures to minimize waste and reduce costs
- Develop and implement contingency plans for potential office crises, including natural disasters or IT failures
- Ensure that all staff are trained on emergency procedures and protocols
Shift Supervisor
Southwest Key Programs
01.2021 - 01.2023
- This role involves conducting monthly supervision meetings and documenting them, as well as completing annual performance appraisals for employees with final approval from the Program Director
- Responsibilities include developing staff work schedules, addressing performance issues promptly, and ensuring compliance with SWK and federal standards
- The role requires being on-call for support, assisting with monitoring activities, and developing corrective action plans when needed
- Additional duties include conducting intake services, providing basic needs to new youth, and maintaining supervision levels through direct care services
- Building positive relationships with youth, ensuring documentation compliance, and coordinating educational, recreational, and vocational activities are key tasks
- The role also involves coordinating physical education, ensuring meal program compliance, and maintaining Personal Protective Equipment
- Fleet maintenance, adherence to the bloodborne pathogen program, and active participation in safety committees and initiatives are also required
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
- Conducted routine inspections to check quality and compliance with established specifications.
- Continuously improved workplace processes and procedures, identifying areas for optimization and leading initiatives to implement necessary changes.
- Managed staff hiring, training and supervision.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Case Aide
Southwest Key Programs
01.2019 - 01.2021
- This role involves coordinating 'Know Your Rights' presentations with legal service providers and facilitating communication between youth and their attorneys
- Responsibilities include transporting clients to appointments, such as court appearances and consulate interviews, and creating intake case files for new clients
- The position also entails maintaining physical and electronic case records, compiling files for ORR or state licensing, and assisting with the discharge process by creating discharge packets and providing exit orientation
- Additionally, the role ensures youth are enrolled in the internal intake system, manages inventory of personal belongings, files necessary placement documents, and facilitates weekly contact between youth and their families or caregivers, as well as incoming calls from approved family members
- Maintained up-to-date client records, ensuring accurate and timely reporting of progress and outcomes.
- Coordinated transportation arrangements for clients when needed to ensure seamless access to vital services.
- Collaborated with various stakeholders to promote social services.
- Developed strong rapport with clients by demonstrating empathy, active listening, and effective communication skills.
- Assisted with the development of evidence-based interventions for optimal client outcomes.
Shift Leader
Southwest Key Programs
01.2019 - 01.2021
- This role involves supervising employees, conducting monthly supervision meetings, and completing annual performance appraisals
- It includes developing staff work schedules and recommending leave requests to the Program Director, while addressing employee performance issues promptly and documenting them
- Key duties include conducting intake services for new youth, ensuring their basic needs are met, and providing direct care to maintain state and federal supervision ratios
- The role also focuses on building positive relationships with youth, completing required documentation in SWK's system, and assisting with planning educational and recreational events
- Additionally, it involves providing vocational courses, coordinating physical education activities, assigning NSLP duties, managing sick calls, and maintaining communication with the Program Director regarding incidents
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Developed strong communication skills among staff members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Supported a culture of continuous improvement by identifying and addressing areas for potential growth, both individually and as a team.
- Conducted regular team meetings to discuss targets and strategies, keeping everyone aligned with goals.
Education
Bachelor of Science - Psychology
Grand Canyon University
Phoenix, TX10.2024
Human Resources Certification -
Upskill
06.2024
High School Diploma -
James Pace High School
Brownsville, TX06.2010
Skills
- Executive support
- Administrative support
- Office management
- Strong problem solver
- Schedule & calendar planning
- Meticulous attention to detail
- Information confidentiality
- Customer Service-oriented
- Expense reporting
- Scheduling
- Calendar management
- Interpersonal communication
- Professional and mature
- Travel coordination
- Meeting planning
- Travel arrangements
- Database management
- Excel spreadsheets
- Document preparation
- Advanced MS office suite
- Project planning
- File organization
- Staff management
- Filing and data archiving
- Invoice processing
- Strategic planning
- Phone etiquette
- Business administration
- Business correspondence
- Conflict management
- Conference planning
- Technical support
- Task delegation
- Document handling
- Self-starter
- Time management
- Reliable and responsible
Additional Information
Human Resources Certification, CPI, CPR, Spanish and English, fluent
Certification
- Notary Public - Texas Secretary of State.
- Human Resources Essentials Certification – HR Certification.
- CPR/AED Certification
- First Aid Certification
Languages
English
Spanish
Full Professional
Timeline
Executive Assistant
Southwest Key Programs
01.2024 - Current
Office Manager
Southwest Key Programs
01.2023 - 01.2024
Shift Supervisor
Southwest Key Programs
01.2021 - 01.2023
Case Aide
Southwest Key Programs
01.2019 - 01.2021
Shift Leader
Southwest Key Programs
01.2019 - 01.2021
Bachelor of Science - Psychology
Grand Canyon University
Human Resources Certification -
Upskill
High School Diploma -
James Pace High School
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