Guillermina (Mina) Arroyo Rojas

• Furnishes public, departments and agencies with information by searching for and abstracting technical data, giving explanations of laws, regulations, policies or procedures, sending materials, and composing routine letters; may respond to inquiries via electronic mail;
• Assists visitors and callers about locations, functions and services of departments. Exercises considerable judgment, discretion and interpretive ability in determining the needs of callers and visitors to direct them to appropriate offices or personnel;
• Extracts technical and statistical data for entry into computer system; performs research to complete input as needed;
• Prepares a variety of correspondence, forms, legal documents, reports, articles, technical specifications, memoranda, resolutions, minutes of meetings or hearings from a dictation machine, clear copy, notes or instructions, where knowledge of format and presentation is necessary;
• Takes and relays messages for department office or personnel; returns phone calls as needed or refers message to appropriate office or personnel;
• Maintains subject or numerical files in a standard equipment or computer system; classifies material and prepares new file folders or database as needed; may perform record maintenance of activities of a unit including work received, status of work, work completed and renewal action required;
• Identifies potentially dangerous or disturbed persons and takes appropriate action according to office policies and procedures;
• Performs variety of clerical duties including copying and assembling materials, collecting and distributing mail, answering phones, faxing documents and other related tasks;
• Performs payroll activities such as maintaining records of time worked, overtime, leaves and absences;
• Orders office supplies and equipment by preparing requisition and purchase orders, and checking prices and extensions;
• Creates and maintains a database for case tracking, retrieval of information, and maintenance of computer files; performs research to complete database as needed;
• Schedules meetings, appointments, rooms, and training for both staff and clients; maintains schedules of activities and location of staff members as required;
• Coordinates billing, accounts payable and inventory; maintains records of transactions by issuing receipts, permits, passes, releases, and licenses; checks, computes and collects fees, and may maintain control over petty cash;
• Interviews patients/clients to secure basic personal, financial and medical data as necessary; performs research and updates on client status from folder files or computer files;
• May offer orientation and answer procedural questions for new employees and coworkers; Reviews and corrects documents, records, and forms for accuracy, completeness, and conformance to applicable rules and regulations;
• Prepares statistical summaries for billing purposes, work activity of unit, technical data and reports; Operates standard office equipment; performs simple troubleshooting and maintenance; Performs other related duties as required.
• Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
• Provided exceptional support during peak periods, regularly prioritizing tasks based on urgency while maintaining attention to detail.
• Optimized scheduling and appointment coordination, ensuring smooth daily operations for all team members.

• Documented findings and prepared detailed reports.
• Improved case resolution rates by conducting thorough investigations and utilizing effective interviewing techniques.
• Maintain a professional tone.
• Manage the flow of the workday within their respective teams
• Orient team members and give them assignments within CalCONNECT
• Collect feedback on team members’ progress and results, as well as challenges that need attention in the system ·
• Collaborates and problem solves with fellow CI/CT Team Leaders, the COVID Triage and Assignment (CTA) Team, the Isolation and Quarantine (I&Q) support team, data liaisons, managers and/or other staff within the Health Services Branch and with colleagues from other branches within the COVID Command Center
• Identifies areas needed for follow up (client specific, systems/operational and/or training opportunities) to the CICT Manager · Collect info about high priority contacts that should be passed off to the next team
• Stay up-to-date with current practices and procedures, remind Tracers/Investigators of these, answer routine questions about them
• Troubleshoot in the background while Tracers make calls ·
• Answer incoming calls and complete interview or transfer back to tracer if known and available
• Assign follow up calls to Clinical Supervisors, troubleshoot with them when they are not sure how to handle a situation ·
• Sort out more complicated cases, shift around assignments based on language or complexity
• Listen to Tracers/Investigators complaints when they are frustrated, or feel overwhelmed and need to process their experience
• Energize, inspire and keep the team focused on the purpose and importance of our work
• Identify and address cases that should be higher priority - even if they are not marked as such
• Refer complex clinical scenarios to UCSF SME & DPH; pass on complex cases to following supervisor, monitor ongoing communications for changes and updates in process
• Have no other focused tasks they need to do during their shift
• Track daily and weekly progress including cases contacted successfully, contacts tracked and referred, and patients and contacts referred to social support systems
• Perform quality assurance through listening in on calls and providing feedback to team as well as participating in quality improvement conversations with supervisors
• In addition to the duties listed above, a team lead may support other teams as needed either in the same capacity, in the capacity of a Case Investigator, Contact Tracer, or to perform the duties of a related role as assigned.

Team Leader Skills:

• Ability to quickly learn and troubleshoot new platforms (CalCONNECT, Softphone system, Microsoft Teams)
• Ability to multitask and work with a team that might have competing demands at the same time
• Ability to answer questions about circumstances that TL has not encountered before and sound judgment about when to push it up the chain
• Ability to critically think through situations that might warrant extra attention, effort, etc. and triage those or do additional investigative work
• Ability to provide quick answers to multiple people on multiple platforms in quick succession
• Ability to provide a calm, grounding presence to a team ·
• Ability to exhibit a professional, positive attitude and work ethic
• Experience supervising teams in complex environments

• Was hired as a Call Center Agent for 3 years before being promoted to BUSINESS OPERATIONS SPECIALIST
• Exceeded Department and Personal Goals
• Answered various incoming calls form Credit Union members and company
• Other basic clerical duties as assigned
• Filed important POCU documents
• Created files for wires and reports
• Processed Domestic and International wires for members
• Identified and screened members over the phone
• Saved important docs to files on PC folders
• Updated and created policies and procedures
• Processed Cardholder Disputes
• Processed Daily Reports
• Processed totals and losses on excell spreadsheet
• Trained new hires
• Created and managed project plans, timelines and budgets.

• Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
• Improved customer satisfaction by providing personalized banking solutions and exceptional service.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Promoted financial products by maintaining excellent service offering knowledge.
• Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
• Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
• Boosted sales of bank products through effective cross-selling and up-selling techniques.
• Cross-sold bank products and services to meet customer needs and provide options.
• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Processed deposits, withdrawals and ACH transfers accurately.
• Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
• Expanded client base by promoting new financial products.
• Achieved recognition for outstanding customer service, setting benchmark for colleagues.
• Trained new personal bankers, elevating team performance and service quality.
• Adapted quickly to new banking regulations, ensuring compliance and mitigating risks.
• Greeted customers and delivered information about new account processes.
• Processed customer payments and account setup charges.
• Activated new accounts and issued customer identification numbers.
• Explained account terms and conditions to customers.