Arlene Olea
Kennewick,WA
Summary
Bilingual professional with senior-level experience in Customer Service providing the highest level of customer satisfaction by attending to needs, deescalating concerns, and earning trust through top-notch skills in oral and written communication, active listening, and analytical problem-solving skills resulting in retention. Articulate, energetic and results-oriented with exemplary passion for being of service, cultivating partnerships, and delivering a positive business impact. Seeking a meaningful organization to become the backbone of support while enhancing the responsibilities of an office assistant.
Overview
15
15
years of professional experience
Work History
Student Support Coordinator
Communities In Schools
01.2022 - 12.2023
- Created a school needs assessment to find the school's challenges and implement a support plan.
- Collaborated with faculty through referrals to identify students with academics, behavior, or attendance challenges.
- Completed student needs assessment to implement an individualized plan of support.
- Case-managed students while integrating support plan, monitoring and adjusting their supports, resulting on improvement in performance.
- Established strong rapport with students and families through regular communication, involvement in school events, and providing community resources.
- Advocated for students during disciplinary hearings ensuring equitable access to educational opportunities.
- Outreach and partnered with community organizations to provide resources and supports to students and families.
- Planned, administered and controlled programmatic budget to ensure effectiveness and integrity of budget's spending.
- Created social media context for administration staff to showcase the impact the SSC role provided inside and outside the school.
Case Manager
Career Path Services
08.2020 - 11.2021
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Case-managed and educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Sales Associate
Verizon Wireless
10.2008 - 08.2013
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized and maintained in-store promotions, inventory, and events to increase foot traffic and drive additional sales opportunities.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Education
Bachelor of Science - Accounting And Finance
Western Governors University
Salt Lake City, UT12.2025
Bachelor of Arts - Psychology
Heritage University
Toppenish, WA05.2020
Skills
- Excellent communication
- Active listening
- Peer mentoring
- Critical thinking
- Interpersonal skills
- Community outreach
- Time management
- Organizational skills
- Team collaboration
- Attention to detail
- Multitasking capabilities
- Empathy and understanding
- Remote and Public Speaking
- Relationship Building
Notary Public
WA Notary Public 2021-2025
Languages
Spanish
Native or Bilingual
Timeline
Student Support Coordinator
Communities In Schools
01.2022 - 12.2023
Case Manager
Career Path Services
08.2020 - 11.2021
Sales Associate
Verizon Wireless
10.2008 - 08.2013
Bachelor of Science - Accounting And Finance
Western Governors University
Bachelor of Arts - Psychology
Heritage University