Ana Patricia Herrera
Daly City,CA
Summary
Results-driven Records Management Division Manager with over 20 years of experience in records management and customer service. Expertise in managing teams and implementing operational policies that enhance efficiency and improve customer relationships. Focused on creating a productive work environment to achieve measurable outcomes.
Overview
31
31
years of professional experience
Work History
Records Management Division Manager
City and County of San Francisco
10.2002 - 06.2025
- Manage staff to evaluate and implement goals, responsibilities, policies and procedures of the division
- Develop and implement operational policies to ensure the efficient operation of section or program.
- Evaluated procedures, identified and analyzed issues, and implemented new procedures to improve efficiency in assigned section/program.
- Manage programs, operational activities, or projects of assigned section or program area.
- Supervised and trained personnel, coordinating and monitoring the work of consultants and contractors for the department.
- Maintained operational measures and reported monthly productivity trends to inform management decisions.
- Maintained, digitized, indexed, and reproduced construction records while providing services to customers.
- Serve as the Custodian of Records. Represent the Department at Depositions.
Customer Service Manager
Department of Building Inspection
San Francisco, California
03.1994 - 09.2002
- Oversaw daily operations of customer service department to ensure effective service delivery.
- Managed customer inquiries and resolved issues promptly, leading a team of 23.
- Coordinated with other departments to streamline customer support processes, enhancing response times.
- Trained and mentored staff on customer service best practices.
- Ensured compliance with city regulations and policies in service delivery.
Education
Business Administration - Bachelor's Degree
University of Phoenix
Tempe, AZ09.1996
Skills
- Records management
- Project management
- Policy implementation
- Operational efficiency
- Data analysis
- Budget development
- Customer relationship management
- Process improvement
- Customer relationship development
Languages
Spanish
Native/ Bilingual
Timeline
Records Management Division Manager
City and County of San Francisco
10.2002 - 06.2025
Customer Service Manager
Department of Building Inspection
03.1994 - 09.2002
Business Administration - Bachelor's Degree
University of Phoenix