Esmeralda Gutierrez Velazquez
Overview
7
7
years of professional experience
Work History
Quality Service Representative
Registrar's and Admissions Office
San Marcos, CA
02.2023 - Current
- Access appropriate student information databases to answer questions regarding application status, registration status, the student’s Academic Requirement Report, transcript status and test credit.
- Gather information from customers in order to understand and evaluate individual circumstances; some interpretation of general policies, procedures and guidelines to determine best course of action.
- Coordinate and work with individuals at all levels within the organization.
- Maintain current and extensive knowledge about support services at the University and communicate that information effectively to prospective and current students.
- Guide students through their academic journey and address any concerns or uncertainty that will help improve student retention, attendance, and prompt graduation.
- Address a wide range of problems, including COVID-19 related concerns, that are often complex and/or sensitive in nature, which requires interpreting policies and procedures and using ingenuity, reasoning and judgment to develop practical solutions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Processed Leave of Absence forms, Independent Study forms, and disenrollment requests.
- Managed official transcripts requests and printing of official transcripts via myCSUSM.
- Assisted with Parchment orders, both duplicate diplomas, and electronic transcripts.
- Responded to emails and in person inquiries in regards to transcript orders and processing timeframes.
Student Assistant
Registrar's and Admissions Office
San Marcos, CA
08.2021 - 01.2023
- Assisted students with general inquiries and provided guidance to help them navigate the university's resources.
- Provided administrative support such as filing, photocopying, scanning, faxing, and sorting mail.
- Responded promptly to emails from faculty members and students regarding enrollment and scheduling conflicts or other issues revolving academics.
- Answered incoming phone calls to address questions or transfer to appropriate staff members and departments.
- Accessed appropriate student information databases to answer questions regarding application status, registration status, the student’s Academic Requirement Report, transcript status and test credit.
- Gathered information from customers in order to understand and evaluate individual circumstances; some interpretation of general policies, procedures and guidelines to determine best course of action.
- Coordinated and work with individuals at all levels within the organization.
- Maintained current and extensive knowledge about support services at the University and communicate that information effectively to prospective and current students.
- Guided students through their academic journey and address any concerns or uncertainty that will help improve student retention, attendance, and prompt graduation.
- Addressed a wide range of problems, including COVID-19 related concerns, that are often complex and/or sensitive in nature, which requires interpreting policies and procedures and using ingenuity, reasoning and judgment to develop practical solutions.
- Kept records of customer interactions and thoroughly record details of inquiries and responses.
Student Assistant
Parking and Commuter Services, CSUSM
07.2019 - 05.2020
- Accurately imparted information to the campus community, representatives from other colleges and universities, vendors, and the general public.
- Responsible for sale, distribution, and accurate data entry for all Parking Administration permit programs including but not limited to: Faculty/Staff Long Term & Temporary, Student Semester, Carpool, Overnight, Convertible, Motorcycle, Daily, Sponsored Guest, Special Medical, Disabled, Visitor/Guest, Program Permits, Convenience, Construction, Service, Guest ID Card Permits, Vendor, Lost/Stolen, and Reserve permit program, as well as the sale of bus passes, rental of bike lockers, and service for all other Commuter programs.
- Responsible for cash handling, processing payments for parking permits, parking penalties, and transportation programs; balancing and reconciling cash drawers and deposits on a daily basis.
- Worked with Fiscal Resource Coordinator to order necessary office supplies and equipment for use within the department and conducted inventory checks as needed.
- Assisted with additional special projects as needed (Bulletin Board).
Kitchen Coordinator
Fallbrook Union High School District
08.2017 - 06.2019
- Implemented surface and equipment schedules and standards to maintain clean, neat and sanitized kitchen.
- Trained employees on cooking techniques, safety standards and performance strategies.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Oversaw meal preparation and monitored food handling to encourage safety.
- Maintained budgeted food costs using tools within inventory management system.
- Utilized various preparation and cooking methods to create menu items in accordance with recipes.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Helped management stay on top of supply needs by sharing information about low or spoiled inventory.
Education
Bachelor of Arts - Psychological Science
California State University of San Marcos
San Marcos, CA12-2022
Skills
- Organizational and Planning Skills
- Bilingual (Spanish/English)
- Customer service
- Public Speaking
- Microsoft Office Suite
- AIMS Software
- PeopleSoft
- IBM SPSS Statistics Software
Timeline
Quality Service Representative
Registrar's and Admissions Office
02.2023 - Current
Student Assistant
Registrar's and Admissions Office
08.2021 - 01.2023
Student Assistant
Parking and Commuter Services, CSUSM
07.2019 - 05.2020
Kitchen Coordinator
Fallbrook Union High School District
08.2017 - 06.2019
Bachelor of Arts - Psychological Science
California State University of San Marcos
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