Strong communicator with excellent organizational and time management skills. Efficiently manages multiple projects simultaneously while adhering to strict deadlines. Possesses excellent problem-solving skills and the ability to think and act quickly to find creative solutions.
Overview
9
9
years of professional experience
Work History
Policy and Procedures Assistant
Lamps Plus
Redlands, CA (worked Remotely)
08.2022 - 02.2024
Develop and implement organizational policies and procedures to ensure compliance with applicable regulations, and standards.
Coordinate with department heads and management to assess policy needs and develop strategies to address organizational challenges.
Work with the Training Manager to train new hires and perform residual training on existing employees.
Request and set up required accesses for new hires and employees who are transferring to another department.
Remove employee accesses once they are termed.
Marketplace Email Specialist
Lamps Plus
Redlands, CA (worked Remotely)
11.2020 - 08.2022
Assist consumers with complaints and questions, as well as offering details on the range of products and services, as well as waiting for orders, and executing returns through email.
Always keep a good and empathic approach toward clients and reply promptly to customer concerns.
Ensuring all emails are handled within 24 24-hour period,
Work with 3rd party Marketplaces to ensure we follow each specific Marketplace's regulations when working with customers.
Researching and resolving customer issues while providing exceptional customer experience.
Operations Supervisor
Emperion
Alvin, TX
03.2018 - 11.2020
Conducted staff performance reviews, assessing needs, and establishing a high standard of productivity, quality, and customer service.
Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Managed center performance, aiding the human resources department in the recruitment processes.
Oversee system maintenance and upgrades.
Participated in team projects.
Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Supervised and managed a team of 200 agents.
Tech Support Supervisor
Emperion
Alvin, TX
04.2016 - 03.2018
Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Established performance metrics for the team, consistently tracking progress toward goals and making adjustments as needed.
Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
Managed a team of 25-30 agents taking approximately 75 calls a shift each.
Tech Support Agent
Emperion
Alvin, TX
08.2015 - 04.2016
Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
Answered and worked with approx. 60-75 customers a shift.
<ul>
<li>Hours per week: 40.</li>
</ul>
<p><strong>Duties, Accomplishments, and Related Skills:</strong></p>
<ul>
<li>Supervise and coordinate daily administrative workflows for a team of 15 employees, ensuring timely task execution, adherence to protocols, and consistent performance monitoring.</li>
<li>Maintain accurate records and documentation related to property intake, detainee processing, transportation, and deportation; verify and audit files to ensure regulatory compliance, and data integrity.</li>
<li>Execute high-volume data entry (up to 8 hours per day), including the entry of case notes, customs documentation, custody logs, and internal reports into secure federal databases.</li>
<li>Develop, review, and edit administrative reports and forms for internal use and government audits; ensure completeness, accuracy, and policy alignment.</li>
<li>Serve as the primary liaison between facility staff, supervisors, and stakeholders; facilitate clear, professional communication, and documentation flow across departments.</li>
<li>Identified discrepancies in data entries and corrected them accordingly.</li>
<li>Oversee inventory control processes, including the secure receipt, tracking, and storage of personal property, using standardized procedures and government tracking systems.</li>
<li>Conduct routine audits and quality control reviews to ensure that administrative practices meet federal operational standards.</li>
<li>Apply sound judgment to evaluate options, solve problems, and make informed recommendations on administrative and operational matters, contributing to efficient workflow management, and compliance with agency standards.</li>
<li>Assist in developing and revising privacy and security policies concerning Personally Identifiable Information (PII); identify potential compliance risks, and recommend solutions.</li>
<li>Coordinate logistics for detainee transportation to court and medical appointments, manage schedules, and track movement through detailed administrative planning.</li>
<li>Conduct roll calls, and ensure accountability through diligent documentation, system updates, and status reporting.</li>
</ul>
<p>Supervisor: Scott Jackson (949) 456-2706.</p>
<p>Permission to contact: Yes.</p> at ProTech USA LLC, Government Contracting<ul>
<li>Hours per week: 40.</li>
</ul>
<p><strong>Duties, Accomplishments, and Related Skills:</strong></p>
<ul>
<li>Supervise and coordinate daily administrative workflows for a team of 15 employees, ensuring timely task execution, adherence to protocols, and consistent performance monitoring.</li>
<li>Maintain accurate records and documentation related to property intake, detainee processing, transportation, and deportation; verify and audit files to ensure regulatory compliance, and data integrity.</li>
<li>Execute high-volume data entry (up to 8 hours per day), including the entry of case notes, customs documentation, custody logs, and internal reports into secure federal databases.</li>
<li>Develop, review, and edit administrative reports and forms for internal use and government audits; ensure completeness, accuracy, and policy alignment.</li>
<li>Serve as the primary liaison between facility staff, supervisors, and stakeholders; facilitate clear, professional communication, and documentation flow across departments.</li>
<li>Identified discrepancies in data entries and corrected them accordingly.</li>
<li>Oversee inventory control processes, including the secure receipt, tracking, and storage of personal property, using standardized procedures and government tracking systems.</li>
<li>Conduct routine audits and quality control reviews to ensure that administrative practices meet federal operational standards.</li>
<li>Apply sound judgment to evaluate options, solve problems, and make informed recommendations on administrative and operational matters, contributing to efficient workflow management, and compliance with agency standards.</li>
<li>Assist in developing and revising privacy and security policies concerning Personally Identifiable Information (PII); identify potential compliance risks, and recommend solutions.</li>
<li>Coordinate logistics for detainee transportation to court and medical appointments, manage schedules, and track movement through detailed administrative planning.</li>
<li>Conduct roll calls, and ensure accountability through diligent documentation, system updates, and status reporting.</li>
</ul>
<p>Supervisor: Scott Jackson (949) 456-2706.</p>
<p>Permission to contact: Yes.</p> at ProTech USA LLC, Government Contracting