Gwendolyn Osornio
Overview
7
7
years of professional experience
Work History
Tier 2 Customer Service Representative
Right At School LLC
08.2023 - Current
- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Retained customers through empathetic interactions, negotiation skills, and offering tailored solutions to their concerns.
- Handled sensitive information securely and discreetly, ensuring compliance with data protection regulations at all times.
Program Manager
Right at School
04.2021 - 08.2023
- Provided leadership in the development and curation of curriculums and lessons that empowered the growth and enrichment of our students grades K-6th grade
- Created and managed a comprehensive record system that tracked attendance, enrollment, schedules, and program budgets
- Collaborated with staff members and school to establish smooth communication channels with families across various platforms
- Provided support in mediating conflict between staff, parents, and/or children
Team Leader
Trinity Youth Services
10.2020 - 04.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Youth and Government Advisor
Sonoma County Family YMCA
09.2018 - 03.2021
- Assist with the recruitment, training, and supervision of the Sonoma County YMCA Youth & Government delegation, a student-run model-government program intended to develop public service skills among high school age students
- Primarily responsible for assisting the delegation through the process of completing their program area responsibilities; creating legislation, research, authoring proposals, and any other tasks
- Facilitated and planned group activities, engaged guest speakers/volunteers, and assisted with the development of youth delegates' bills
- Collaborated with the Regional Teen Director to establish objectives and assess the benchmarks for executing programs that promote creativity and mindfulness, such as cultural, educational, recreational, environmental, and social initiatives
Child Care Site Director
Sonoma County Family YMCA
08.2018 - 04.2020
- Managed the day-to-day operations of the child care center, including scheduling staff, managing budgets, and maintaining accurate records
- Planned and implemented developmentally appropriate activities and programs that promote the social, emotional, physical, and cognitive growth of children
- Ensured that the child care center complies with all applicable laws, regulations, and standards for health, safety, and quality of care
- Resolved conflicts and addressed concerns or complaints from parents, staff, or others involved with the child care center
Education
Graduate Certificate - Law, Social Justice, and Diversity
University of Southern California- USC Gould School of Law
Los Angeles, CA05.2024
Master's of Studies - Law
University of Southern California- USC Gould School of Law
Los Angeles, CA05.2024
Bachelor of Arts - Criminology w/Criminal Justice
Sonoma State University
01.2019
Timeline
Tier 2 Customer Service Representative
Right At School LLC
08.2023 - Current
Program Manager
Right at School
04.2021 - 08.2023
Team Leader
Trinity Youth Services
10.2020 - 04.2021
Youth and Government Advisor
Sonoma County Family YMCA
09.2018 - 03.2021
Child Care Site Director
Sonoma County Family YMCA
08.2018 - 04.2020
Bachelor of Arts - Criminology w/Criminal Justice
Sonoma State University
Graduate Certificate - Law, Social Justice, and Diversity
University of Southern California- USC Gould School of Law
Master's of Studies - Law
University of Southern California- USC Gould School of Law
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