Summary
Overview
Work History
Education
Skills
Additional Information - Authorized To Work
References
Timeline
Work Availability
Generic
Augusta Santana Ponsler

Augusta Santana Ponsler

Fort Irwin,CA

Summary

Experienced professional with several years of providing top-tier organizational support. Skilled in collaborating with senior executive teams. Proven background in office management, support staff management, training, supervision, and event planning. Strong research, project support, and organizational skills.

Overview

15
15
years of professional experience

Work History

Executive Assistant

Evolve Realty
Hope Mills, NC
03.2024 - 06.2025
  • Organized and managed a complex calendar of appointments, meetings, and travel arrangements for the executive team.
  • Maintained confidential records and files related to executive operations.
  • Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
  • Provided administrative support in preparing contracts, invoices, purchase orders, and other documentation required for daily business activities.
  • Monitored incoming emails and responded accordingly in a timely manner.
  • Responded promptly to inquiries from customers or clients regarding products or services offered by the company.
  • Conducted research on various topics as requested by executives or senior management personnel.
  • Managed all aspects of catering needs for special events hosted by the organization.
  • Oversaw inventory control processes ensuring availability of supplies at all times.
  • Answered telephone calls from customers or clients providing assistance where necessary.
  • Created and maintained up-to-date records related to customer accounts or financial transactions.
  • Scheduled appointments for executives with external parties such as vendors or suppliers.
  • Ensured that all relevant paperwork was completed accurately prior to submission for approval.
  • Scheduled and arranged travel and hotel reservations for meetings, conferences and seminars.
  • Set up meeting and event logistics for senior management and updated calendars.
  • Managed daily invoices, reports and proposals.
  • Managed and tracked expenses to meet company budget requirements.
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Entered customer information and updates in database system to track leads, interactions, relationships and propel sales opportunities.
  • Followed proper accounting and bookkeeping procedures to support audits.

Client Success & Operations Coordinator (Contract)

Bonnie Career Services (Remote)
Iselin, NJ
03.2024 - 05.2024
  • Organized meetings, conferences, and other events related to operations.
  • Collaborated with marketing team members to create engaging content that resonates with target audiences.
  • Performed quality assurance checks on products before shipment.
  • Developed strategies for streamlining workflow processes.
  • Coordinated daily operations activities and assigned tasks to staff members.
  • Provided technical support for internal software applications.
  • Created documentation outlining operating instructions for staff members.
  • Maintained accurate records of all operational activities.
  • Ensured compliance with organizational policies, regulations, and standards.
  • Created content for websites, blogs, social media platforms, and online advertising.
  • Maintained a database of customers' information for targeted marketing efforts.
  • Managed the creation and publication of digital content such as blogs, videos, podcasts, webinars, and other multimedia formats.
  • Updated website content regularly with fresh information related to products and services offered by the company.
  • Provided technical support to customers over the phone and via email.
  • Performed data entry tasks for client records management.
  • Handled multiple chat sessions simultaneously while providing excellent support to clients.
  • Ensured that all customer inquiries were responded to promptly and accurately.
  • Maintained customer accounts and updated account information as needed.
  • Participated in weekly meetings with senior staff members discussing progress of ongoing projects.
  • Resolved customer inquiries in a timely manner, exceeding service-level agreements.

General Clerk II

Vectrus
Fort Bragg, NC
05.2023 - 02.2024
  • Created mandatory certification reports to address compliance gaps.
  • Tracked and monitored missing or expired certifications for timely updates.
  • Filed personnel information based on purpose and location for streamlined access.
  • Updated and maintained Contract Data Requirements List (CDRL) using Quality Management System.
  • Ensured delivery of necessary reports per daily, weekly, or monthly requirements.
  • Managed inspection calendars for Quality Inspectors to optimize scheduling.
  • Maintained up-to-date Appointment Orders through the Government Quality Management System.
  • Coordinated mandatory training updates for V2X employees, serving as the primary contact for the training platform.

Director of Operations

Plaza Escavel, LLC (Remote)
Sierra Vista, AZ
07.2021 - 02.2024
  • Executed social media and email marketing strategies to enhance brand visibility.
  • Analyzed financial data to make informed decisions on cost savings initiatives.
  • Served as liaison among customers, contractors, owners, and city officials to facilitate communication.
  • Utilized Monday.com for project management, improving task tracking, and collaboration.
  • Organized and planned sales events and meetings to drive engagement and revenue.
  • Initiated and closed deals projected over $200,000.
  • Managed conflicts and fostered problem-solving across cross-functional teams.
  • Analyzed operational budget and optimized resource allocation.
  • Established relationships with clients across various departments to enhance service delivery.
  • Ensured compliance with applicable laws, regulations, and industry standards.
  • Negotiated contracts with suppliers, ensuring best value pricing options were secured.
  • Developed and implemented operational policies and procedures to improve efficiency.

Front Desk Consultant (Contract)

Embassy Suites by Hilton Fayetteville Fort Bragg
Fayetteville, North Carolina
06.2022 - 10.2023
  • Supported other departments within the hotel as needed, such as concierge services.
  • Greeted customers and answered inquiries professionally.
  • Drafted contracts between clients, vendors, and suppliers for various hospitality projects.
  • Organized and managed staff training programs to ensure efficient operations of the hospitality services.
  • Developed and implemented hospitality service strategies to maximize customer satisfaction.
  • Identified areas for improvement in existing processes and procedures related to hospitality operations.
  • Developed marketing plans aimed at increasing awareness of the brand among potential customers through digital channels such as social media platforms or websites.
  • Collaborated with internal teams, such as sales and marketing, finance, and IT, to coordinate efforts toward achieving organizational goals.
  • Supervised day-to-day activities at the front desk to ensure a smooth check-in and check-out process for guests.
  • Monitored guest feedback surveys and took corrective action when necessary based on customer complaints or concerns.
  • Assisted in resolving any disputes that may arise due to unsatisfactory service experiences from customers.
  • Coached staff on strategies to enhance performance and improve customer relations.

Administrative Assistant (Contract)

Midwest Remodeling
Pendleton, IN
09.2018 - 12.2018
  • Delivered exceptional administrative and clerical support to enhance operational efficiency.
  • Greeted clients and vendors, ensuring a welcoming environment.
  • Accurately documented customer interactions and maintained comprehensive records.
  • Managed inbound calls for order placement and product inquiries with high-quality service.
  • Scheduled in-home consultations, optimizing client engagement opportunities.
  • Updated calendar events for designers to improve time management.
  • Executed data entry tasks to maintain accurate company records.
  • Oversaw permit applications and maintained organized client files.

Behavioral Health Department Supervisor (Contract)

Bridges of Hope
Anderson, IN
05.2018 - 09.2018
  • Conducted interviews and hired team members, strengthening departmental capabilities.
  • Collaborated with other departments to coordinate activities and resolve issues.
  • Implemented strategies to increase efficiency while reducing costs.
  • Trained employees on new processes or procedures as needed.
  • Facilitated communication between management, staff, and customers.
  • Resolved customer complaints promptly.
  • Provided coaching and mentoring support to team members.
  • Participated in weekly meetings with senior leadership teams to discuss progress.
  • Conducted performance reviews for staff members.
  • Investigated potential problems or discrepancies reported by team members.
  • Oversaw the hiring process, including recruiting, interviewing, and onboarding new employees.
  • Managed inventory levels of supplies required for daily operations.
  • Established goals for each team member and monitored progress towards those objectives.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Delegated tasks appropriate to individual employees to provide development opportunities.
  • Addressed employee issues and conflicts to provide input, feedback, and coaching.
  • Scheduled client enrichment activities to elevate service delivery.
  • Assigned responsibilities within the behavioral health department to enhance operational efficiency.
  • Implemented staff scheduling, ensuring adequate coverage and resource allocation.
  • Led compliance training sessions, adhering to state and federal regulations.
  • Trained Lead Behavioral Health Technicians and Case Managers on industry best practices.
  • Consulted with the clinical team on individualized patient case management strategies.
  • Utilized Electronic Medical Records software for precise documentation and tracking.

Lead Behavioral Health Technician

Hickory House Recovery
Greenfield, IN
03.2017 - 02.2018
  • Supported and guided clients daily to foster personal growth and resilience.
  • Conducted crisis intervention when necessary.
  • Participated in multi-disciplinary team meetings to discuss client care strategies and develop treatment plans.
  • Facilitated group therapy sessions, psycho-educational classes, and other activities designed to help individuals cope with their mental illness.
  • Trained new employees on policies and procedures related to patient care.
  • Provided transportation for clients to appointments when necessary.
  • Ensured compliance with applicable laws and regulations governing the provision of behavioral healthcare services.
  • Attended weekly staff meetings and provided updates on assigned cases.
  • Monitored client vital signs such as temperature, pulse rate, respiration rate, and blood pressure, as required by policy or procedure.
  • Supervised subordinate Behavioral Health Technicians on shift assignments, providing guidance and feedback as needed.
  • Provided emotional support to clients during periods of distress or crisis.
  • Assessed clients and developed individualized treatment plans in collaboration with professional staff.
  • Maintained a safe environment for patients through regular monitoring of unit activity.
  • Maintained accurate records of client progress, treatments, assessments, and related information by agency policies and procedures.
  • Maintained confidentiality of client records in compliance with HIPAA regulations.
  • Documented client intake, medication, food, and activity levels accurately.
  • Trained staff on crisis recognition interventions to enhance emergency response.
  • Encouraged client participation in group therapy and scheduled activities.
  • Updated Electronic Medical Records software regularly to ensure accuracy.
  • Utilized Zendesk for effective communication among team members.
  • Performed intake reviews through phone and website requests efficiently.

Installed Sales Coordinator

Lowe's Careers Site
Indianapolis, IN
08.2016 - 12.2016
  • Responsible for a defined installed service process
  • Ensured Customers and Service Providers have appropriate contact information
  • Promoted efficient communication throughout installation projects
  • Confirmed project scope with customers and Service Providers
  • Ensured timely execution of installation project
  • Scheduled delivery service
  • Simultaneously receiving and researching problematic invoices
  • Provided guidance to other installation teams
  • Called to confirm, schedule and or reschedule installation
  • Aided other installation teams during shortages

Customer Service Agent (Contract)

ParkSleepFly.com (Remote)
Greenfield, IN
02.2016 - 08.2016
  • Delivered email, phone, and live chat support to customers for booking needs.
  • Documented all customer interactions in the CRM system accurately.
  • Handled customer concerns professionally and escalated issues when necessary.
  • Resolved customer complaints and disputes quickly and efficiently.
  • Managed large amounts of incoming calls promptly.
  • Maintained knowledge of current product offerings, pricing plans, promotions, and service features.
  • Followed up with customers to ensure satisfaction with the resolution of their issue.
  • Documented customer interactions using CRM to enhance service tracking.
  • Updated management through chat software, ensuring timely communication of issues.
  • Assisted customers with billing inquiries and refund processing to resolve issues.
  • Confirmed and modified existing parking and hotel reservations as needed.
  • Guided hotel and parking facilities regarding additional services offered.
  • Edited backend information for blackout dates and pricing changes to maintain accuracy.

Program Manager

AIRES LLC
Sierra Vista, AZ
05.2015 - 12.2015
  • Managed group home operations and staff, ensuring compliance with state regulations.
  • Participated actively in brainstorming sessions focused on improving existing processes or creating innovative approaches for delivering services more efficiently.
  • Organized events such as conferences or seminars aimed at promoting awareness around specific topics relevant to the organization's mission statement.
  • Provided guidance and support to team members to achieve targets within defined deadlines.
  • Collaborated with teams across departments to develop effective strategies for executing programs.
  • Developed and maintained project plans, schedules, and budgets.
  • Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
  • Conducted regular meetings with team members to review progress and address any issues or concerns arising from the program execution process.
  • Coordinated client transportation to various programs efficiently.
  • Oversaw completion of administrative requirements, including monthly and emergency tasks.
  • Maintained accurate medication logs for each client and updated as necessary.
  • Developed and maintained a bi-weekly staffing schedule to address shortages.
  • Implemented Individual Support Plans for each client to enhance care.
  • Conducted monthly fire and safety drills, documenting all procedures.
  • Appointed acting manager for another group home, maintaining operational standards.

Kindle Technical Specialist Tier II (Contract)

Amazon (Remote)
Fort Huachuca, AZ
10.2014 - 01.2015
  • Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
  • Assisted customers with Kindle issues, ensuring prompt resolution of technical problems.
  • Refunded orders according to policy guidelines, maintaining compliance and customer satisfaction.
  • Guided customers through Kindle and website navigation to enhance user experience.
  • Achieved Tier Two Technical Certification within three weeks of employment, demonstrating quick adaptability.
  • Commended by supervisors on two occasions for exceptional customer service performance.
  • Collaborated with IT teams to develop solutions for complex technical issues efficiently.
  • Guided on hardware component selection based on customer requirements, optimizing purchase decisions.

Administrative Associate

Rhultech Engineering
Spring Lake, NC
11.2010 - 06.2011
  • Revised policies and procedures
  • Created Point of Sales (POS) systems
  • Implemented the first company advertisement brochures, product catalogs; set the standard for future production of such items
  • Conducted product inventories
  • Coordinated and executed the transition of staff and equipment to an additional store while maintaining functionality of both locations

Education

High School Diploma -

Grandview High School
Grandview, WA

Skills

  • Calendar management
  • Document preparation
  • Travel coordination
  • Inventory management
  • Data entry
  • Customer service
  • Project management
  • Team collaboration
  • Regulatory compliance
  • Research skills
  • Budget management
  • Workflow optimization
  • Team leadership
  • Problem solving
  • Time management
  • Vendor negotiation
  • Revenue management
  • Tourism industry insight
  • Budgeting and financial management
  • Facility management
  • Reservation systems
  • Hotel operations
  • Employee scheduling
  • Meeting planning
  • Recruitment and hiring
  • Front office management
  • Staff training and development
  • Guest relations management
  • Marketing and promotions
  • Guest conflict resolution
  • Client relationship management
  • Account inquiries

Additional Information - Authorized To Work

Authorized to work in the US for any employer

References

References available upon request.

Timeline

Executive Assistant

Evolve Realty
03.2024 - 06.2025

Client Success & Operations Coordinator (Contract)

Bonnie Career Services (Remote)
03.2024 - 05.2024

General Clerk II

Vectrus
05.2023 - 02.2024

Front Desk Consultant (Contract)

Embassy Suites by Hilton Fayetteville Fort Bragg
06.2022 - 10.2023

Director of Operations

Plaza Escavel, LLC (Remote)
07.2021 - 02.2024

Administrative Assistant (Contract)

Midwest Remodeling
09.2018 - 12.2018

Behavioral Health Department Supervisor (Contract)

Bridges of Hope
05.2018 - 09.2018

Lead Behavioral Health Technician

Hickory House Recovery
03.2017 - 02.2018

Installed Sales Coordinator

Lowe's Careers Site
08.2016 - 12.2016

Customer Service Agent (Contract)

ParkSleepFly.com (Remote)
02.2016 - 08.2016

Program Manager

AIRES LLC
05.2015 - 12.2015

Kindle Technical Specialist Tier II (Contract)

Amazon (Remote)
10.2014 - 01.2015

Administrative Associate

Rhultech Engineering
11.2010 - 06.2011

High School Diploma -

Grandview High School

Work Availability

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