Doralicia Cervantes
Los Angeles,CA
Summary
Over 10 years of experience in executive support responsibilities; recommending best practices and streamlining processes, while increasing productivity and efficiency.
Overview
35
35
years of professional experience
Work History
Executive Support Analyst – Communications, Media, and Technology
Accenture
06.2013 - Current
- Assist 3 Managing Directors with administrative support: calendar management, travel arrangements, project support, relationship management, event planning, research, and communications management for internal and external stakeholders
- Maintain and organize executive’s calendars; the scheduling of complex meetings involving both internal and external stake holders, appointments, and team building events.
- Plan and organize complex domestic and international travel for executives.
- Communicate and maintain positive relationships with key stakeholders both internally and externally, while collaborating extensively with clients’ executive assistants
- Reconcile credit card expenses and submit timesheets in a timely manner
- Organize spaces, materials and catering support for internal and client-focused meetings.
- Streamlined support processes for improved efficiency and reduced response times.
- Established strong relationships with clients, fostering trust and loyalty for long-term business growth.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed and maintained relationships with customers to enhance customer satisfaction.
Executive Assistant – CRM & BPM and Business Customer Division
Southern California Edison
12.2008 - 05.2013
- Assisted senior leadership with administrative support: calendar management, travel arrangements, project support, event planning, and research
- Tracked projects and communicated progress with specific timelines to management, while ensuring goals were met.
- Processed timekeeping, credit card reconciliations, office invoices, and other process related documents
- Processed onboarding of new project resources; collaborated closely with vendors and employee resources department to ensure prompt and efficient processing of on-boarding coordination. Reduced onboarding process by two weeks.
- Managed unanticipated changes and requests; prioritized and performed tasks with expediency and proficiency.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
Substitute Teacher
Lynwood Unified School District
01.2003 - 06.2007
- Implemented and taught teacher assignments in classrooms for grades levels kindergarten through high school
- Maintained classroom management by responding to challenging situations, classroom interruptions, disruptions and emergencies with composure and professionalism
- Recognized for exceptional classroom management
- Collaborated with interdepartmental teachers in deciding curriculum for long-term assignments, using standardized guidelines
Executive Assistant to Vice President/Latin Music Agent
Agency for the Performing Arts
02.2000 - 07.2002
- Supported the Vice President of a fast-paced major artist performance agency
- Managed and assisted with the coordination and execution of planning for approximately, 150 concert performances, per year.
- Reviewed and generated contract offer letters and contract face pages for major/minor performance venues throughout the United States.
- Tracked and monitored status of routed contracts for proper signature.
- Monitored and logged deposits into database; submitted check requests releasing funds to performers
- Communicated and exchanged information with management, artist’s managers, artists, venues, and staff.
- Reviewed and analyzed geographic and demographic reports in deciding concert performance tours for artists, i.e., ticket pricing levels and venue selections.
- Enhanced executive productivity by managing schedules, organizing travel arrangements, and coordinating events.
- Streamlined communication for the Vice President by handling phone calls, emails, and in-person inquiries.
- Increased office efficiency by maintaining organized filing systems and updating database records.
- Contributed to project success by tracking progress, coordinating resources, and ensuring timely completion of deliverables.
- Verified and updated performance information; Revised and updated database with concert performance finals
Executive Assistant to the Controller and President
Morey Management Group
04.1998 - 02.2000
- Assisted the Controller and President with executive support responsibilities; answering phones, typing correspondence, ad hoc assignments, and performed clerical accounting functions
- Executed client support and projects as directed by the Controller or President
- Scheduled meetings/calls; maintained and updated calendars
- Receive and screen visitors/incoming calls to determine priority and provide detailed information necessary to executives
- Coordinated travel arrangements, prepared itineraries, confirmed details and communicated finalized agendas
- Maintained client relations, accommodating client requests, inquiries, and concerns
- Participated and assisted in the creation and implementation of programs to support key strategic initiatives furthering growth of the company
Customer Service Supervisor/Manager
Century Communications
11.1994 - 02.1998
- Lead and directed Customer Service Representatives for a high-volume Customer Service Call Center receiving 3,000 – 5,000 calls per day
- Resolved customer complaints; tariff and rate billing disputes, installation problems, broadcast, and signal issues, referred by representatives and from the various departments within the company
- Worked and collaborated with the field operations services, accounts payable, and broadcasting departments in resolving extraordinarily complex customer calls that customer service representatives were unable to manage.
- Developed and implemented a system for the proper processing of service call requests, and referred incomplete work requests to the correct departments for follow-up
- Created and updated forms, training manuals in conjunction with other departments, while streamlining paperwork processes and personnel training
- Developed and standardized an abbreviated version of terminology commonly used in communicating between the departments, improving communication and collaboration between the departments
- Collected and quantified daily performance data, used for reporting and accessing the fulfillment of company’s and departmental goals
- Analyzed and summarized call center statistical reports: customer call volume, area/location call volume, customer to service representative ratios, customer call waiting times, and answer call times
- Supervised, trained, and monitored the work performance of ten customer service and sales representatives directly reporting to me
- Counseled and evaluated performance reviews for customer service representatives
- Implemented incentives to improve customer service satisfaction and sales, while addressing departmental concerns
- Motivated self and others to overcome obstacles and achieve goals
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Representative/Supervisor
KCET (PBS)
04.1989 - 08.1993
- Received, researched, and managed between 100 - 120 daily customer service calls ranging in nature.
- Collected and performed quality review of data, quantified call statistics and call logs from all representatives producing monthly reports for management
- Interfaced and collaborated individually and/or in a team setting with multiple departments, peers, internal/external clients, stakeholders, while exchanging and documenting information
- Resolved escalated customer service inquiries and complaints to maintain satisfaction..
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Onboarded and trained customer representatives to meet performance and service goals.
- Evaluated staff performance and provided feedback to improve customer service delivery.
Education
Bachelor of Arts - Sociology
University of California - Los Angeles
Los Angeles, CA06.1996
Skills
- Analytical Thinking
- Continuous Improvement
- Problem Solving
- Attention to Detail
- Adaptability
- Critical Thinking
- Project Planning
Timeline
Executive Support Analyst – Communications, Media, and Technology
Accenture
06.2013 - Current
Executive Assistant – CRM & BPM and Business Customer Division
Southern California Edison
12.2008 - 05.2013
Substitute Teacher
Lynwood Unified School District
01.2003 - 06.2007
Executive Assistant to Vice President/Latin Music Agent
Agency for the Performing Arts
02.2000 - 07.2002
Executive Assistant to the Controller and President
Morey Management Group
04.1998 - 02.2000
Customer Service Supervisor/Manager
Century Communications
11.1994 - 02.1998
Customer Service Representative/Supervisor
KCET (PBS)
04.1989 - 08.1993
Bachelor of Arts - Sociology
University of California - Los Angeles