Jessica Fernandez
LOS ANGELES,CA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
31
31
years of professional experience
Work History
Parish Secretary
Visitation Church
10.2020 - Current
- Fostered a positive work environment by collaborating effectively with other staff members and maintaining open lines of communication among the team.
- Assisted in fundraising efforts through event planning, donor outreach, and tracking contributions for annual campaigns or special projects.
- Increased staff productivity by managing office supplies inventory and equipment maintenance to ensure smooth daily operations.
- Ensured accurate record-keeping of baptisms, weddings, funerals, and other significant life milestones within the parish community per diocesan guidelines.
- Ensured smooth sacramental preparation processes by assisting in organizing materials, tracking candidate progress, and communicating relevant information to families.
- Work closely with families scheduling baptisms, weddings, funerals, and quinceaneras.
- Create all Sacrament Certificates
- Responsible for logging all Sacraments into the Sacrament books
- Send out notifications of Sacraments completed to Church of Baptism
- Fulfill Mass Intention requests
- Responsible for the scheduling of all events within our Church calendar for 3 priests
- Work closely with nearby Cemeteries
- Work closely with the school and parish when scheduling events
- Responsible for the calendaring for the school and the parish
- Responsible for scheduling the parish and school halls for events
- Responsible for collecting fees for services rendered
- Handle and process the mailed in donations
- Strengthened relationships with local community organizations by serving as a liaison between the parish and external partners on shared initiatives or events.
- Maintained financial records accurately by processing invoices, donations, and tithes in collaboration with the finance committee.
- Promoted a welcoming environment by greeting visitors, answering phone calls, and providing accurate information about parish activities and services.
- Developed clear protocols for emergency situations during Masses or other large gatherings at the church to maintain safety standards.
- Supported parish operations by coordinating the scheduling of events, meetings, and facility usage.
- Collaborated with clergy to prepare for liturgical celebrations, including organizing schedules, creating worship aids, and coordinating necessary resources.
- Facilitated timely communication among parishioners through regular updates via email newsletters or printed mailings as needed.
- Assisted in the creation and distribution of promotional materials for parish events, programs, or services to help drive increased participation from parishioners.
- Improved office efficiency by implementing and maintaining an organized filing system for important documents and records.
- Provided administrative support to clergy members for their pastoral duties such as coordinating appointments or assisting with correspondence.
- Enhanced parish communication by managing and updating the weekly bulletin, website, and social media platforms.
- Created and updated membership rosters, church documents and basic reports.
- Maintained church calendar by collecting information about upcoming events and reserving appropriate spaces for regular meetings and special activities.
- Greeted visitors, callers and members of congregation courteously and promptly
- Handled church correspondence, member database and building scheduling.
- Directed administrative and secretarial support for pastors, program directors and volunteers at church.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
After Hours Doctor Back Up Operator
Utility Telecom
01.2005 - Current
- Handle all incoming patient calls and direct the calls to the doctor on call.
- Assist doctor with any requests within their application ie. changing the doctor on call, forwarding their calls to another number, changing their greetings, downloading the application when they have exchanged out their phone for a new one, problems within the application such as doctor not receiving his/her calls, troubleshooting problems within the app.
Customer Service Representative
Kohls Department Store
03.2015 - 03.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Dealer Manager
Manhattan Wireless
04.1996 - 01.2000
- Collaborated with marketing teams to develop customized materials tailored towards specific dealer audiences.
- Resolved conflicts and disputes among dealers, negotiating mutually beneficial solutions to maintain positive working relationships.
- Negotiated profitable contracts, securing long-term commitments from major dealerships.
- Provided comprehensive training to dealership staff on product features and benefits for informed selling practices.
- Established performance metrics for evaluating dealer success, using data-driven insights to inform decision making.
- Continuously improved processes surrounding pricing strategy and structure adjustments across various dealer tiers.
- Optimized inventory management processes for dealers by monitoring stock levels, trends, and forecasting future needs accurately.
- Developed strong relationships with key dealers, resulting in increased loyalty and repeat business.
- Analyzed sales data to identify areas for improvement within the dealer network, implementing targeted action plans for growth.
- Conducted regular visits to dealership locations, reinforcing strong relationships through face-to-face interaction.
- Monitored market trends, adjusting sales tactics to maintain a competitive edge in the industry.
- Coordinated promotional events and trade shows, showcasing products to prospective dealers and expanding market reach.
- Streamlined communication between internal departments and dealer partners for enhanced efficiency and collaboration.
- Managed a team of sales representatives, driving revenue growth and dealer satisfaction.
- Drove customer satisfaction within the dealer network by addressing concerns promptly and effectively.
- Supported dealer success with ongoing coaching, performance reviews, and goal setting initiatives.
- Coordinated staff schedules, rotations and breaks.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Checked on staff regularly and adjusted workflows, assignments and schedules to stay ahead of expected demand.
- Monitored expenses, budgets and accounts to identify discrepancies.
Office Manager
Westside Imaging
08.1993 - 02.1996
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained computer and physical filing systems.
- Updated reports, managed accounts, and generated reports for company database.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Managed office operations while scheduling appointments for department managers.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Controlled finances to lower costs and keep business operating within budget.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Handled all shipping inbound and outbound
- Responsible for weekly deposit of monies to the bank
Education
Associate of Science - Nursing
Santa Monica College
Santa Monica, CA06.1997
High School Diploma -
Westchester High
Los Angeles, CA06.1993
Skills
- Strong organizational skills
- Document Preparation
- Website Maintenance
- Calendar Management
- Meeting Coordination
- Fundraising Support
- Religious knowledge
- Office Administration
- Phone Etiquette
- Scheduling appointments
- Records Management
- Reports Generation
- Meeting planning
- Events Planning
- Business Correspondence
- Bulletin Preparation
- Supplies Management
- Multitasking and Time Management
- Fast Learner
- Customer Service
- Critical Thinking
- Clear Communication
- Document and File Management
- Customer relations and communications
- Microsoft Office
- Documentation and Recordkeeping
- Data Entry
- Confidentiality and Data Protection
- Database entry
- Excel spreadsheets
- Scheduling and calendar management
- Administrative Procedures
- Scheduling
- Editing and proofreading
- Appointment Coordination
- Administrative background
- Bookkeeping
- Word Processing
- Credit and collections
- Multi-Line Phone Systems
- Clerical Support
Timeline
Parish Secretary
Visitation Church
10.2020 - Current
Customer Service Representative
Kohls Department Store
03.2015 - 03.2020
After Hours Doctor Back Up Operator
Utility Telecom
01.2005 - Current
Dealer Manager
Manhattan Wireless
04.1996 - 01.2000
Office Manager
Westside Imaging
08.1993 - 02.1996
Associate of Science - Nursing
Santa Monica College
High School Diploma -
Westchester High