Destiny Granados
Colton,CA
Summary
Dedicated professional with 10+ years of expertise in customer service, administrative support, and regulatory compliance. Builds positive stakeholder relationships and delivers successful outcomes through effective communication and problem-solving. Skilled in research, data management, and team collaboration to achieve organizational goals with precision and integrity.
Overview
9
9
years of professional experience
Work History
Employment Program Representative
Employment Development Department
San Bernardino
05.2024 - Current
- Examine and assess Unemployment Insurance (UI) benefits, regulations, and policies to deliver accurate guidance and assistance to claimants.
- Respond to claimant inquiries via a switchboard, providing phone support and resolving issues effectively.
- Serve as a bilingual resource, assisting both English and Spanish-speaking claimants with clear communication.
- Ensure data integrity and confidentiality through diligent case management across various databases and systems.
- Resolve complex UI issues, including payment determinations, appeals, fraud, and identity verification.
- Provide personalized assistance on rights, responsibilities, appeals, and technical support.
- Demonstrate empathy and strong communication skills to de-escalate emotionally challenging interactions.
ADMINISTRATIVE SPECIALIST
AOSS/SERF
Claremont
07.2022 - 09.2022
- Developed & implemented SOPs for I-20 applications, intake, & documentation
- Navigated SEVIS, federal laws, and regulations for F-status students
- Maintained accurate records, conducted audits, and managed student databases
- Liaised with students, parents, and embassies via email, letters, and calls
- Accurately calculated awards, facilitated wire transfers, and ensured compliance
- Worked non-traditional hours to accommodate global time zones and diverse needs
TUTOR
SERF
Claremont
06.2022 - 07.2022
- Tutored 2nd-4th graders online using Google Classroom, ensuring adherence to standards and objectives
- Utilized interactive online methods like Google Slides and Pear-Deck to promote active learning
- Conducted Social Emotional Lessons to foster students' social and emotional development
- Administered assessments, maintaining accurate records of grades and attendance for 15 students
TEACHING ASSISTANT
UC Riverside
Riverside
03.2021 - 03.2022
- Facilitated virtual and in-person class discussions, covering weekly course materials and leading lecture-based Spanish courses
- Provided individualized and small group support, using Google Slides to enhance student learning
- Supported students with disabilities or diverse learning needs, tracking attendance, grading assignments, and providing regular performance updates
EMPLOYMENT PROGRAM REPRESENTATIVE
Employment Development Department
San Bernardino
09.2020 - 09.2021
- Analyzed UI benefits, regulations, and policies to guide claimants during the pandemic
- Transitioned across administrations, ensuring accurate benefit distribution under evolving policies
- Collaborated on executing UI relief extensions, securing timely aid for eligible individuals
- Provided services in English and Spanish, fostering understanding for diverse claimants
- Maintained data integrity and confidentiality through meticulous use of databases and systems
- Developed data-driven strategies to improve UI program efficiency and effectiveness
- Processed over $100,000 weekly in payments, authorizations, and certifications
- Addressed complex claim issues like payments, determinations, appeals, fraud, and wage records
- Informed claimants of their rights, assisted with appeals, and provided technical guidance
- De-escalated emotional claimants, mitigating the impact of job loss and financial hardship
MANAGER'S ASSISTANT
El Torito
Riverside, US
02.2016 - 10.2020
- Assisted manager in daily operations, ensuring adherence to industry regulations and best practices
- Managed invoices and payments exceeding $450,000 weekly, guaranteeing precision and timeliness
- Maintained accurate documentation, fulfilling corporate reporting requirements on schedule
- Developed and delivered training materials, fostering exceptional employee performance
- Proposed improvements to enhance service quality and job safety, exceeding industry standards
- Resolved guest complaints promptly, maintaining positive relationships and promoting positive dining experiences
- Analyzed OpenTable data to optimize server rotation and table turnover, boosting profitability
Education
MASTER OF PUBLIC POLICY -
University of California-Riverside
Riverside, CA06.2022
BACHELOR OF ARTS (B.A.) - POLITICAL SCIENCE
California State University-San Bernardino
San Bernardino, CA06.2019
Skills
- Social Perceptiveness
- Customer Satisfaction
- Conflict Resolution
- Task Prioritization
- Software Proficiency
- Data Integrity and Protection
- Recordkeeping and Confidentiality
- Research and Analytical Skills
- Policy and Procedure Adherence
- Remote Conferencing and Communication
Additional Information - Language Certification
Spanish Proficiency, State of CA
Timeline
Employment Program Representative
Employment Development Department
05.2024 - Current
ADMINISTRATIVE SPECIALIST
AOSS/SERF
07.2022 - 09.2022
TUTOR
SERF
06.2022 - 07.2022
TEACHING ASSISTANT
UC Riverside
03.2021 - 03.2022
EMPLOYMENT PROGRAM REPRESENTATIVE
Employment Development Department
09.2020 - 09.2021
MANAGER'S ASSISTANT
El Torito
02.2016 - 10.2020
MASTER OF PUBLIC POLICY -
University of California-Riverside
BACHELOR OF ARTS (B.A.) - POLITICAL SCIENCE
California State University-San Bernardino
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