Brianna Apodaca
Clovis,CA
Summary
Dedicated administrative professional with 15 years experience in high-volume office environments focused on delivering exceptional clerical and operational support for professionals in Federal Government. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork and project needs.
Overview
15
15
years of professional experience
Work History
Program Specialist
Veterans Health Administration VHA
Fresno, CA
07.2020 - Current
- Identified opportunities to improve or enhance program initiatives and operations.
- Explained program offerings and requirements to participants and answered related questions.
- Evaluated program effectiveness to develop improved methods.
- Developed and implemented new program features to address needs.
- Reviewed applications and documentation independently or in conjunction with supervisor to make decisions pertaining to programs.
- Developed brochures, newsletters and flyers to create promotional literature for program.
- Prepared periodic reports, financial statements and records on program activities, progress and status for management.
- Installed and supported desktop software titles and add-ons.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Delivered local and remote IT support for hardware and software to company personnel.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Oversaw equipment and system operations
- Adhered to internal IT policies on user credentialing to support access management of digital assets.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Stayed abreast of latest software developments to enhance job knowledge.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Developed and maintained strong relations with customers to meet quality expectations.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with access and account issues.
- Supported onboarding of new employees and contracted physicians, by getting Microsoft accounts created, access to computer systems, shared folders, and email groups.
- Handled payroll and answered questions regarding correct and accurate payroll time entry.
- 40 hours per week, Serve as liaison between IT and our employees by troubleshooting computer problems, most of the time the problem is solved so the user does not have to enter a ticket for an IT Tech
- Manage access to patient records for clinicians and administrative staff within Primary Care
- Run report daily to make sure clinicians are closing out encounters quick enough to meet standards and report to the chief
- Work with other regions on building and piloting e-screening program for our veterans to ease check in process while getting us to better meet standards
- Work with HR to get health professionals onboarded and make their network accounts as well as ensure their security badges are made
- Provide training as needed for staff on different programs
- Serve as timekeeper and backup for other sections within primary care, provide training and resources to staff and supervisors regarding timekeeping rules and regulations.
Financial Accounts Technician
Veterans Health Administration VHA
Fresno, CA
11.2019 - 07.2020
- Work with outside facilities to get Veterans scheduled for Community Care appointments via Fax, Email, and Phone
- Pull pending notifications report for programs that I run through our 3rd party scheduler website, TriWest Portal, export to excel
- Run Consults Pending Resolution for my specific programs via VistA
- Research outside facilities to make sure they have what the Veteran needs per doctors orders by utilizing VA application, PPMS
- Work with ROI to obtain images on CD’s for outside facilities
- Work with Engineering Service to obtain courier deliveries of medical records
- Ensure Veteran receives care with outside provider in a timely matter while making sure all enrollment paperwork is in order including supporting medical documents needed.
Administrative Support Assistant
Administration Central California Health Care System
Fresno, CA
11.2017 - 11.2019
- Incentive Award Committee member for department which consisted of compiling nominations, tracking approvals and disapprovals, email correspondence for committee, scheduled ceremony, take minutes per regulation where pending and tabled discussions were tracked.
- Helped create, implement, maintain and update patient information for Social Works’, Homeless Programs Case Management database for each social worker
- Evaluates requests for leases, and makes recommendations concerning compatibility with housing needs
- Assisted on updating and improving our Homeless Veteran housing packet submittal process
- Served as liaison between multiple outside private and public entities to better house Veterans
- Compiles requested data such as encounters, notes for supervisors regarding their employees
- Perform reviews and prepares reports for managers and makes recommendations for programs I assist with
- Get called upon to test out programs and verify the workload
- Coordinated with voluntary services regarding incoming information for our Homeless Veterans makes sure coordination with social workers so information can get submitted for donated goods and that they are properly distributed
- Maintains nurse proficiencies and keeps track of when they are due
- Performs a variety of administrative and support type duties such as correspondence, Web HR functions, approves 2237’s and 1538’s, assists in property inspections
- Keeps employee folders for performance reviews per regulation
- Maintained appointment and event calendars for executives and department heads.
- Scheduled appointments and events and coordinated venue space and catering services.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Composed correspondence, reports and meeting notes.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Serves as primary ADPAC for service providing advice on technical and administrative procedures
- Assist management with developing and updating our service’s Standard Operating Procedures’ and Health Care System Memorandum’s
- Serves as Primary Timekeeper responsible for preparation, maintenance, and timely submission of T&A reports as well as knowing and understanding policy for the organization
- Also trains all new timekeepers, employees and supervisors how to use
- Knowledge and understanding of Health Care System Memorandums for all job functions
- Assists with Chief’s administrative duties to conduct required investigations and negotiations for disciplinary actions while maintaining confidentiality
- Runs advance directive clinic
- Pulls daily consults, appoints other admin staff to complete part of the list, makes calls, schedules, while keeping social worker informed
- Main TMS administrator for the service
- Trains new TMS admins, employees, and supervisors how to use the program.
- Directed customer communication to appropriate department personnel.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Provided secretarial and office management support while building cooperative working relationships.
- Organized both physical and digital files and updated reports to coordinate project materials.
- Maintained accurate department and customer records.
- Scheduled appointments, meetings and events for management staff.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
Administration & Office Support
Bureau of Reclamation, SCCAO
Fresno, CA
08.2008 - 11.2017
- Served as office automation performing clerical duties supporting multiple divisions including management within the organization
- Land Management Division: Assisted Realty Specialists with preparing and processing appropriate documents to allow use of land by other Federal, state, county, city, and private agencies, or individuals on, within, or across Reclamation withdrawn or acquired lands
- Resource Management Division: Edit and conform Repayment Water Contracts to regulations and requirements of the Bureau
- Prepared official correspondence between water agencies to acquire, use, and allocate water
- Knowledge and understanding of governing laws, directives, regulations, rules, Reclamation policy and local procedures
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Processed incoming mail and packages and placed envelopes in bins for employees.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Monitored schedules and calendar obligations for executives.
- Booked flights and reserved hotel rooms to plan and coordinate staff travel.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Responded effectively to sensitive inquiries or complaints.
- Maintained accurate department and customer records.
- Provided secretarial and office management support while building cooperative working relationships.
- Directed customer communication to appropriate department personnel.
- Coordinated appointments, meetings and conferences.
- Scheduled appointments, meetings and events for management staff.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Prepared and prioritized calendars and correspondence.
- Composed correspondence, reports and meeting notes.
- Scheduled staff and monitored resource allocation to provide optimal coverage and service.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
- Summary of functions include: troubleshooting computer systems, processing and maintaining faxes/printers/scanners, personnel logs, shipping and preparing packages, creating Excel spreadsheets, developing presentations in Power Point to conduct Safety Meetings, making binders and fliers using Publisher, scheduling meetings with internal and external guests using google calendar, managing office calendar for different divisions, assist in processing incoming and outgoing mail when needed, answering telephone and taking messages which also includes knowing when to get background information to better assist customers’ needs in order to properly direct them to the correct subject matter expert, checking-in and greeting visitors, assisting with Freedom Of Information Act requests, keeping track of Safety Meetings for the office, Keeping records updated for the safety officers’ driving records
- Official Correspondence: One of two subject matter experts in the office
- This includes: creating, conforming letters to proper format while following procedural requirements, grammar, and typographical accuracy, editing and printing letters on official letterhead
- Data Tracking System: Provide assistance to Area Manager, his secretary, and management when they use this system to ensure it is being done correctly
- Duties: Serve as travel backup
- This includes providing management with regulations to show what can and cannot be done, getting travel orders approved, making travel arrangements in CGE Concur Travel System while being compliant with Department of Interior Regulations, preparing travel folders with all pertinent information for traveler, updating travel logs, creating travel vouchers while keeping logs in order in case of audit or emergency so one knows if anybody is on travel at a given moment
- Even assist supervisor and main travel clerk in doing travel when it gets complicated
- Train new employees on how to do travel
- Backup A/OPC: assisted with travel card accounts, reviewing monthly statements and reports for accuracy, reports fraud and delinquency to management
- Timekeeper: Serve as backup and correct time sheets for my division that I work for that consist of 15 people
- Duties completed are: assisting with processing and maintaining records such as military time off, being knowledgeable about the time card system and regulations in DOI, maintaining confidentiality of all employees’ personal information, making accounting codes for employees to charge their time, making labor and time corrections, being knowledgeable with pay codes and descriptions so that we are in compliance at all times
- Created an at-a-glance reference sheet with commonly used time codes for management
- In and out process employees when needed
- This includes: making sure all personnel forms are completed for HR for an employees to start work
- Collaborated to create a streamlined process for when employees leave the Bureau of Reclamation in order to collect pertinent information and make sure all property is returned
- Personal Identity Verification Card Activator – Activate, update, dispose of PIV cards
- Creator of local Standard Operating Procedure for PIV station, trainer of new PIV backups
- Created a checklist of things to look for quality review in outgoing contracts
- Train for all job functions to ensure no work stoppage when co-workers are gone in the administration division
- Mail room duties as a backup when necessary: make sure all outgoing mail receives postage and all incoming mail gets to the correct recipient while making sure the official files are kept up to date
- Train all new admin employees on all functions including: Correspondence, travel, time and attendance, PIV cards, and Mail
- Creating Standard Operating Procedures for job duties
- FPPS: Federal Personnel Payroll System – Input and send to Administrative Officer to approve.
Independent Consultant
Perfectly Posh
Clovis, CA
07.2014 - 07.2017
- Ensure customer satisfaction by providing quick, and friendly customer service
- This involves: seeking out potential customers, marketing products via social media and networking in person, handling many customers simultaneously while personally meeting their needs, conducting telephone follow-ups, input orders into the company website while verifying payment methods and quantities, monitor the status of the order until customers receive their orders, delivering orders to customers, analyze sales to meet personal sales goals, responsible for accounting and bookkeeping for business, managing a team of 3 people under me.
Education
Associate of Science - Business Administration
State Center Community College District
Fresno, CA01.2016
Skills
- Group and Individual Instruction
- Data Management Familiarity
- Office Administration
- Report Preparation
- Program Optimization
- Human Resources Understanding and Support
- Standard Operating Procedures
- Referral Coordination
- Scheduling and Calendar Management
- Payroll
- Data Acquisition
- Database Administration
- Event Coordination
- File and Data Retrieval Systems
- Customer Relations
- Confidential Document Control
- Inventory Supplies
- Office Equipment Maintenance
- Records Management Systems
- Scheduling
- Meeting Coordination
- Travel Coordination
- Supply Replenishment
- Mail Handling
- Office Management
- Business Correspondence
- Administrative Support and Operations
- Multi-Line Phone Systems
- Document Scanning
- Data Entry
- Data Evaluation
- Telephone Reception
- Sorting and Labeling
- Attention to Detail
- Team Collaboration
- Tech-Savvy
- Customer Database Systems
- Telephone Etiquette
- Schedule Management
- Correspondence Management
- Employee Records Management
- Data Collection
- Filing
- Presentation Preparation
- Event Planning
- Google Suite
- Microsoft Office
- Documentation and Recordkeeping
- Project Support
- Verbal and Written Communication
- Office Inventory Management
Additional Information
9/2007-5/2008: Valley Children’s Hospital - Weekly volunteering and assisting a nurse in the Neonatal Intensive Care Unit.
9/2008-12/2008: Red Bank Soccer Club - Maintaining the snack bar to raise funds which included: handling monies, keeping inventory and serving customers.
3/22017-11/2017: Vice President of the Federal Reclamation Employee’s Association-SCCAO
2017: Leadership and You Training
11/2017: Fresno Women’s Summit Volunteer
2018: Spartan Sprint Race
2020: Transition to Leadership Training
11/2021-Current: Vice President of Employee Association Board for VACCHCS
Timeline
Program Specialist
Veterans Health Administration VHA
07.2020 - Current
Financial Accounts Technician
Veterans Health Administration VHA
11.2019 - 07.2020
Administrative Support Assistant
Administration Central California Health Care System
11.2017 - 11.2019
Independent Consultant
Perfectly Posh
07.2014 - 07.2017
Administration & Office Support
Bureau of Reclamation, SCCAO
08.2008 - 11.2017
Associate of Science - Business Administration
State Center Community College District
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