LEILANI GONZALEZ
San Diego,California
Summary
Student services and customer experience professional with 5+ years of experience supporting diverse populations in higher education, enrollment services, resource navigation, and client-facing environments. Three years of direct experience supporting California State University San Marcos students with enrollment, eligibility, documentation, case management, basic-needs resources, and individualized student support. Experienced in outreach, event coordination, administrative operations, and building positive relationships with students, clients, and community partners. Bilingual in English and Spanish with a strong commitment to student success, accessibility, and service.
Overview
6
6
years of professional experience
Work History
CalFresh Enrollment Specialist Coordinator
CALFRESH — California State University San Marcos
01.2021 - 01.2024
- Supported CSUSM students throughout the CalFresh enrollment process, including applications, eligibility requirements, documentation, and renewals.
- Guided students through food assistance, financial resources, and basic-needs services to enhance their support experience.
- Reviewed student documentation and helped identify appropriate next steps based on individual circumstances.
- Acted as primary contact for students seeking information on campus and community resources, ensuring timely access to support.
- Assessed student needs and barriers and connected students with appropriate departments, services, and community organizations.
- Maintained accurate case documentation and handled sensitive student information with professionalism and discretion.
- Communicated complex processes and eligibility requirements in a clear, approachable manner.
- Collaborated with campus teams and community partners to improve student access to essential resources and services.
Cougar Pantry Specialist
COUGAR PANTRY — California State University San Marcos
01.2021 - 01.2024
- Oversaw daily pantry operations, ensuring organized inventory, efficient stocking, and accurate distribution records.
- Tracked food distribution and inventory levels, enhancing operational efficiency and accountability.
- Provided direct support to students experiencing food insecurity while creating a welcoming and respectful service environment.
- Assisted students in identifying additional basic-needs resources and services based on their individual circumstances.
- Collaborated with staff and student teams to coordinate outreach initiatives and student-centered events.
- Facilitated campus programs to raise awareness and improve access to basic-needs resources for students.
- Built positive relationships with students through empathetic communication, active listening, and individualized support.
Front Desk Service Agent
HILTON — San Diego, California
01.2025 - Current
- Serve as a primary point of contact for guests, visitors, and stakeholders, delivering professional and high-quality service.
- Manage front-office operations while maintaining accuracy, efficiency, and adherence to corporate service standards.
- Resolved guest questions, concerns, and requests by assessing needs and coordinating effective solutions.
- Balanced multiple priorities in fast-paced environment while ensuring professionalism and attention to detail.
- Communicate effectively with individuals from diverse backgrounds and provide personalized assistance based on their needs.
- Coordinated with internal departments to resolve issues, enhancing client experience and satisfaction.
- Maintain a professional and welcoming environment while representing the Hilton brand.
Media & Marketing
SD BUCKET LISTER — San Diego, California
01.2025 - 01.2026
- Coordinated promotional activities for Barbie Café San Diego, driving community engagement and brand visibility.
- Collaborated with team members to support marketing, outreach, and promotional initiatives.
- Cultivated relationships with businesses and community contacts to strengthen promotional efforts and support collaboration.
- Facilitated business development and networking for promotional campaigns and community partnerships, enhancing outreach effectiveness.
Education
Bachelor of Arts - Communication, Human Development
ARIZONA STATE UNIVERSITY
09-2026
Communication
CALIFORNIA STATE UNIVERSITY SAN MARCOS
01-2024
Skills
- Student Services & Student Support
- Enrollment & Eligibility Assistance
- Financial & Basic-Needs Resource Navigation
- Case Management & Documentation
- Student Outreach & Engagement
- Customer & Client Relations
- Event Coordination
- Administrative Support
- Records & Inventory Management
- Community Resource Referrals
- Problem Solving & Conflict Resolution
- Cross-Functional Collaboration
- Professional Communication
- Bilingual Communication
- Microsoft Office & Technology
LANGUAGES
English: Fluent, Spanish: Bilingual/Fluent
ADDITIONAL QUALIFICATIONS
- 5+ years of customer and client-facing experience
- 3 years of higher-education student support experience
- Experience with enrollment, eligibility, documentation, and case management
- Experience supporting students experiencing financial and basic-needs barriers
- Strong interpersonal, organizational, and communication skills
- Experienced working collaboratively with campus departments and community resources
Timeline
Front Desk Service Agent
HILTON — San Diego, California
01.2025 - Current
Media & Marketing
SD BUCKET LISTER — San Diego, California
01.2025 - 01.2026
CalFresh Enrollment Specialist Coordinator
CALFRESH — California State University San Marcos
01.2021 - 01.2024
Cougar Pantry Specialist
COUGAR PANTRY — California State University San Marcos
01.2021 - 01.2024
Bachelor of Arts - Communication, Human Development
ARIZONA STATE UNIVERSITY
Communication
CALIFORNIA STATE UNIVERSITY SAN MARCOS