Overview
Work History
Education
Job Related Training
Day Phone
Summary
Skills
Software
Work Preference
Languages
Work Availability
Quote
Timeline
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Andrea Luna

Fort Worth,Texas

Overview

8
8
years of professional experience
2
2
years of post-secondary education

Work History

Associate Warden's Secretary

Federal Bureau of Prisons
Fort Worth, TX
08.2023 - Current
  • Standing mainline as a Management designee for the Administrative Remedy and Tort Programs.
  • Addressed internal grievances from both staff members and inmates promptly, resolving conflicts fairly and efficiently.
  • Managed institution's congressional response file by receiving documents, identifying appropriate official responsible for response, following-up on late responses and forwarding to supervisor for review.
  • Streamlined communication processes between administration, staff, and inmates to foster a more positive environment.
  • Ensuring compliance with Federal regulations and accreditation standards through meticulous record-keeping practices.
  • Handling sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answering multi-line phone system and enthusiastically greeted callers.
  • Manages all aspects of Administrative Remedies to include Keying, Responding, Filing, Assigning, Proofreading, Routing, Rejecting, and Closing.
  • Conducting training for Unit Team members on the Administrative Remedy Program and institution procedures, expectations, and the program statement.
  • Medical trip augmentation roster creation.
  • Consistent coordination/management of Institution events.
  • Calendars/Inboxes/Meetings for the Executive Staff.
  • WEB TA Timekeeper
  • Card Holder/UFMS/Jedi/Ethics
  • Institutional Supplements drafting/correcting/tracking.
  • Conduct Audits/Operational Reviews as needed for various departments
  • LMR Meeting minutes
  • MOU routing and language development
  • Preparing memoranda for Management or line staff for internal and external purposes;
  • Preparing FOIA requests
  • Determining inmate needs programs goals, monitoring inmate progress through development of progress reports
  • Proofreading and fact checking unit team casework, such as transfer packets, medical trips, releases, etc.
  • Screening and referring telephone calls and visitors to staff members or supervisors, scheduling appointments and making commitments for supervisor, making travel and conference arrangements.
  • Handling requests for information, problem resolution, communicating with various levels of government, private sector and/or the public.
  • Screening telephone calls and visitors to the office, referring to staff members and forwarding to the supervisor only those calls or visitors requiring that person's attention.
  • Scheduling appointments and making commitments for the supervisor to attend meetings, luncheons, etc;
  • Analyzing all incoming correspondence, determining proper action, at times preparing answers before referring to the supervisor.
  • Analyzing outgoing correspondence and reports prepared by professional employees in the organization, ensuring proper format, mathematical correctness, correct grammatical content, and ascertaining that all necessary coordination of facts has been completed and is in accordance with established policy.
  • Explaining nontechnical policies and procedures promulgated by the office after obtaining clarification from source, making recommendations and decisions in establishing priorities among actions on administrative matters requested by various employees or organizations.
  • Managing an office budget
  • Trained the current Warden's Secretary after long-term acting
  • Implementation of human resource programs at the facility to include recruitment events
  • Advising potential hires on correct placement and hiring procedures.
  • Scheduling executive staff to conduct interviews
  • Routing certificates of eligible candidates, and routing and reviewing requests for security clearances, review of conditional and formal offers of employment.
  • Creating Performance Work Plans for Non-bargaining staff.
  • Administering/routing employee relations matters, including administration of the incentive awards program, performance evaluation program, and leave administration program.
  • Reviewing all SF-52 changes prior to Management review, explaining selection criteria and recommendations to Selecting Officials, Voucher Requests to Internal Managers.
  • Provides advisory services to a wide range of employees.
  • Provides advice to timekeepers, employees, managers, and supervisors on leave regulations and proper routing of leave requests.
  • Maintaining confidentiality regarding boards, staffing, job openings, etc.
  • Knowledge of the laws, regulations, principles, and practices of various federal personnel programs such as staffing, performance management, classification, benefits and incentives.
  • Analyzing staffing reports for accuracy, Tracking justifications for deviations from staffing plans, reviewing salary/workforce meetings and retaining minutes for later use.
  • Roster oversight, making management aware of discrepancies
  • OWCP/LLD/TJM routing, meetings, processing, making executive staff aware of concerns by departments affected.
  • Weekly report creation to use in close-out
  • Conducting supplemental investigations for tort claims or remedies if the initial investigation of the claim so warrants.
  • Receiving Tort Claims, assigning for investigation and response, tracking and evaluating all Institutional Tort claim investigations.
  • Preparing the Institution for the PREA Audit, communicating with the Management Analyst, gathering the information needed and drafting/completing all documentation required to meet PREA standards.
  • Participating in PREA Audit Committee Meetings/FSA meetings/and various other meetings as a source of knowledge, preparing Task lists.
  • Monitoring the PREA Compliance Manager box to alert the PCM of any new allegations
  • Preparing Overtime Mitigation Reports

Legal Assistant

Sheehy, Ware, Pappas & Grubbs P.C.
Dallas, TX
08.2021 - Current
  • Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
  • Handled office scheduling and made notes for deadlines, motions, and other important dates.
  • Improved communication between attorneys and clients by scheduling meetings, providing status updates, and relaying critical information promptly.
    Increased client satisfaction by efficiently managing case files and promptly addressing inquiries.
  • Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
  • Facilitated timely resolution of legal matters by preparing and organizing essential documents.
  • Supported attorneys in achieving favorable outcomes through thorough research and analysis of complex legal issues.
  • Managed correspondence with clients, courts, and opposing counsel, maintaining professionalism and confidentiality.
  • Filed documents through electronic file systems such as Texas Efile and CM/ECF.
  • Maintain correspondence with attorneys, court officials, aid in discovery, aid in preparation for trial.
  • Preparation of pleadings, interrogatories, and orders.
  • Preparation of litigation reports, compiles records in response to Requests for Production and preparing Requests for Production.
  • Schedule hearings, Calendar Deadlines, Use Imanage and Clio software, produce legal documents, produce client correspondence on Attorney letterhead, act as receptionist as needed, Management of attorney agenda and itinerary, inputting attorney and legal assistant time, corresponding with opposing and coparties counsel
  • Specialized knowledge of Commercial and Business, Insurance Law, Professional Liability, Labor and Employment, non-compete Agreements, and OSHA, Workman's Compensation
  • Writing correspondence and preparation of correspondence and responses to inquiries from various sources, i.e. Attorneys, Judges, Members of Congress, Parole Offices and others.
  • Overseeing case management services, and intake of caseloads;
  • Corresponding with parole officers, Child protective services, medical professionals, coordinating service to co-parties, etc;
  • Requesting records, subpoenas;
  • Skip tracing, public information, compiling discovery
  • Handling collection, verification, and analysis of information in the preparation of social histories reflecting the nature and extent of problematic behavior, current social problems and causative factors; reviewing discovery related to criminal's mental state, medical history, past offenses.
  • Knowledge of the laws, regulations, principles, and practices of various federal personnel programs such as staffing, performance management, classification, benefits and incentives.
  • Ability to establish effective working relationships and to communicate with others, orally and in writing, including preparing and conducting formal and informal updates.
  • Ability to effectively manage multiple responsibilities independently to prevent backlog of work.
  • Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
  • Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
  • Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
  • Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
  • Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
  • Increased team efficiency by coordinating schedules, managing court dates, and ensuring timely filing of legal documents.
  • Conducted background investigations on defendant.

Loan Advisor

Bridgecrest
Fort Worth, TX
01.2021 - 07.2021
  • Expedited loan processing times by maintaining clear communication channels between internal departments and external partners.
  • Ensured compliance with federal, state, and company policies by conducting thorough audits of all loan documentation.
  • Boosted customer satisfaction levels with a timely response to inquiries and resolution of issues.
    Contributed towards continuous improvement initiatives within the organization by sharing best practices and suggesting process enhancements.
  • Managed a diverse portfolio of loans while consistently meeting or exceeding targets set by management.
  • Developed customized financial solutions for clients based on their unique needs, leading to higher client retention rates.
  • Maintained up-to-date knowledge of current lending regulations, ensuring compliance with all applicable laws and policies in every client interaction.
  • Explained very technical financial information to applicants in easy to understand language.
  • Proactively identified solutions for customers experiencing credit issues.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.
  • Established plans and payoffs for customers' loans, prioritizing control of overall costs.
  • Collect past due payments and negotiate payment plans while maintaining a positive relationship with customers.
  • Create long term solutions to help customers maintain the quality of their loan while meeting or exceeding production goals.
  • Call customers using telephone.
  • Utilize computer systems to handle skip tracing.
  • Monitor and ensure regular follow up on all loan repayment agreements and analyze all customer accounts.
  • Oversee all overdue accounts with help of automate systems and computers and assist customers with debt repayment plans.
  • Contact or attempt contact with customers who are delinquent
  • Listen to customer's story and determine if debt can be collected. Knowledge, Skills and
  • Able to retain training, instruction, implement feedback received, and adapt to any and all changes in processes, scripts, call flow, etc.
  • Must be able to negotiate with customers, be familiar with and provide all applicable options and services available to them
  • Must stay within FDCPA guidelines on all communication with customers
  • Must be able to stay calm during escalated calls and treat all customers respectfully.
  • Must be comfortable meeting/exceeding monthly goals
  • Must practice strict discretion when dealing with sensitive customer and account information

Store Manager

Cariloha Bamboo
Plano, TX
09.2020 - 01.2021
  • Responsible for opening and closing the store, providing customer service, scheduling in store sales appointments, processing online orders, phone orders, and conducting local business community outreach.
  • Conducted negotiations with outside marketing resources such as social media influencers, event planners, and non-profit organizations.
  • Utilization of soft negotiation tactics.
  • Promoted sales with Social Media Marketing.
  • Filed and maintained sales reports, inventory reports, and shipment processing reports.
  • Reviewing candidate's applications, Pre-screening interested applicants to determine if their goals, skills, prior experience, and availability were identifiable within the mission and operation of the business and communicating my findings with my immediate supervisors.
  • Ensured store security at the end of the day.
  • Supervised the work of new staff, gave on the spot guidance to correct and ensure work was done appropriately.
  • Managed their schedule, approval/denial of time off requests, and assigned and monitored their shift duties for completion and quality.
  • Monitoring staff projects and/or work to report to owners on timeliness and efficiency; Utilizing tracking systems (i.e. spreadsheets, filing systems, and/or calendaring software) for project planning, timelines, and statuses;
  • Presenting guidance to staff via oral communication and electronic correspondence on organizational goals, objectives, initiatives, and/or practices;
  • Preparing meeting notes and minutes from leadership meetings, and conferences.
  • Monitoring and Executing Financial Processes and Transactions
  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Assisted with hiring, training and mentoring new staff members.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales by creating innovative visual merchandising displays and store layouts.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Approved regular payroll submissions for employees.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Supervised guests at front counter, answering questions regarding products.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Enhanced employee performance and satisfaction by establishing clear goals and providing regular feedback.
  • Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
  • Coordinated in-store events to increase foot traffic, partnering with local businesses and community organizations for mutual benefit.
  • Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
  • Analyzed sales data to identify trends and adjust inventory accordingly, preventing stockouts of popular items.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Cosmetic Sales Manager/Manager on Duty

Beauty Outlet Mall
Texarkana, TX
12.2017 - 09.2020
  • Monitoring staff projects and/or work to report to management on timeliness and efficiency; Utilizing tracking systems (i.c. spreadsheets, filing systems, and/or calendaring software) for project planning, timelines, and statuses;
  • Presenting guidance to staff via oral communication and electronic correspondence on organizational goals, objectives, initiatives, and/or practices;
  • Preparing meeting notes and minutes from leadership meetings, and conferences.
  • Developed strong relationships with clients, leading to increased repeat business and referrals.
  • Monitored competitors'' strategies to stay informed of market trends and adjust tactics accordingly for continued success.
  • Ensured compliance with all local health regulations related to sanitation practices in the cosmetics department, maintaining a safe environment for customers and employees alike.
  • Organized in-store events for product launches, resulting in higher foot traffic and sales growth.
  • Coordinated staff schedules to ensure adequate coverage during peak hours without compromising productivity or service quality.
  • Conducted regular performance reviews for team members, providing constructive feedback and setting achievable goals for continuous improvement.
  • Managed visual merchandising displays for cosmetics department, creating an appealing shopping environment that attracted customers.
  • Enhanced customer satisfaction with personalized beauty consultations and makeovers.
  • Increased sales by developing and implementing effective cosmetic product promotions.
  • Evaluated cosmetic product assortment regularly, making strategic adjustments based on customer preferences and industry trends to maximize sales potential.
  • Trained new team members on store policies, procedures, and cosmetic product knowledge.
  • Addressed customer complaints effectively, resolving issues quickly and maintaining customer loyalty.
  • Streamlined operational processes within the cosmetics department for increased efficiency without sacrificing quality or customer experience standards.
  • Motivated team members through positive reinforcement techniques such as recognition awards or bonuses tied directly to individual performance metrics.
  • Leveraged industry networking events to build connections with valuable partners and gain insight into emerging trends in the cosmetics field.
  • Collaborated with suppliers to ensure timely delivery of products and maintain optimal inventory levels.
  • Analyzed sales data to identify trends, optimize pricing strategies, and improve overall profitability.
  • Negotiated favorable contracts with suppliers, securing competitive pricing on high-quality products while minimizing lead times for restocking inventory.
  • Trained cosmetics personnel in sales techniques and product line to improve recommendations and increase upselling for department.
  • Coached cosmetics sales team on promotions and events to increase marketing effectiveness and boost sales of critical merchandise.
  • Maintained accurate inventory and sales records for department.
  • Set up sales floor, developed department procedures and implemented company policies to maximize cosmetics sales.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Organized promotional events and interacted with community to increase sales volume.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Enhanced customer satisfaction through consistent monitoring of service quality and staff performance.
  • Mentored junior team members for career development, offering ongoing guidance on goal setting, skill-building, and performance improvement strategies.
  • Reduced employee turnover by fostering a positive work environment and offering professional development opportunities.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Education

Currently Attending - Human Resources Management

Dallas College
08.2024 - Current

High School Diploma -

Pleasant Grove High School
Texarkana, TX
08.2014 - 05.2018

Job Related Training

  • CDEV- Case Management
  • CDEV-Human Resource and Staff Development
  • Cardholder Training
  • WEB TA/Timekeeper Training
  • PREA Audit Training
  • Administrative Remedy Training

Day Phone

817-782-4883

Summary

Dynamic individual with hands-on experience in the Federal and Private Workforces with a prominent talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for mentorship, adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Skills

Legal document preparation

Proofreading

Office management

Task prioritization

Exceptional telephone etiquette

Organizational efficiency

Advanced word processing

Customer relationship management

Legal terminology

Data management

Court filing

Ethics compliance

Relationship building

Legal compliance

Project management

Negotiation

Cross-functional communication

Conflict mediation

Civil and criminal law expertise

Travel coordination

Confidentiality

Contracts oversight

Case management support

Legal research and writing

Multi-line switchboard

Work prioritization

Deadline monitoring

Schedule coordination

Database searching

Recruitment and hiring

Labor relations

Problem-solving

Attention to detail

Reliability

Active listening

Policy implementation

Administrative oversight

HR policies and procedures

Training and mentoring

Onboarding and orientation

Recordkeeping

Training development

Recruitment

Microsoft office and docusign

Contract negotiation

Post-hire check-ins

Employee engagement strategies

Policy improvement recommendations

Confidential document control

Integrity and honesty

De-escalation techniques

Assertiveness

Report preparation

Correctional facility procedures

Supervisory skills

Interpersonal skills

Software

Microsoft Office

WebSentry

TruLincs

DARTS

Outlook

CM/ECF

Clio

IManage

Jira

UFMS

EFileTX

Work Preference

Work Type

Full Time

Work Location

On-Site

Languages

English
Native or Bilingual
Spanish
Limited Working

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The only place where success comes before work is in the dictionary.
Vidal Sassoon

Timeline

Currently Attending - Human Resources Management

Dallas College
08.2024 - Current

Associate Warden's Secretary

Federal Bureau of Prisons
08.2023 - Current

Legal Assistant

Sheehy, Ware, Pappas & Grubbs P.C.
08.2021 - Current

Loan Advisor

Bridgecrest
01.2021 - 07.2021

Store Manager

Cariloha Bamboo
09.2020 - 01.2021

Cosmetic Sales Manager/Manager on Duty

Beauty Outlet Mall
12.2017 - 09.2020

High School Diploma -

Pleasant Grove High School
08.2014 - 05.2018

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