Lurdis Hernandez
California,MD
Summary
Detail-oriented administrative assistant with experience in customer service, data entry and office management. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Hardworking and focused Administrative professional offering excellent communication, planning and prioritization skills demonstrated through 10 years of performance. Skilled at drafting reports and business correspondence, managing mail and updating tracking spreadsheets. Exceptional leadership skills with expertise in streamlining workflow to optimize personnel strengths. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
9
9
years of professional experience
Work History
Administrative Assistant
Alutiiq, LLC (NAVAIR HQ)
04.2023 - Current
- ,Demonstrated excellent administrative skills in providing executive support to senior management.
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Answered inquiries and provided customer service support.
- Managed all administrative duties, including filing, data entry, and document production.
- Support Executive Personnel and Command Operations Group; at all levels.
- Assist in calendar management; scheduling meetings and company events utilizing Microsoft office.
- Provided comprehensive support to the Deputy Commander and Vice Commander, including calendar management, visitor tracking, and managing phone calls.
- Coordinated with other departments to solicit necessary information, including presentations and metrics for executive level meeting, acting as primary point facilitator via Teams, including conferences and VTCs held within the Management Information Center (MIC); in addition, provided VTC setup, and meeting facilitator as determined by the staff Office Operations Officer
- Familiar with DoD/DoN/NAVAIR Acquisition organization and policies as required, along with experience in calendar management, conference room management, Defense Travel System (DTS), Basics II and Defense Information System for Security (DISS)
- Organized and scheduled executive travel on DTS.
- Perform ongoing clerical duties such as managing supply inventory, preparing Standard Operating Procedure (SOP) on shared notebook on Microsoft office suite, organizing reservation tool for hotel seating, and arranging executive travel on DTS.
- Operate within the Microsoft Office Suite (Excel, Outlook, and PowerPoint) and other systems (SharePoint, VTC support, and DTS) on a daily basis.
- Greeted visitors and provided directions, information, and guidance to reserved space.
- Work independently on tasks, as well as coordinated with others in support of group efforts also able to multi-task and can frequently arrange workload having the ability maintain customer focus.
- Provided administrative support providing Navy correspondence support by utilizing appropriate internal controls.
- Skilled in operating within the Microsoft Office Suite (Excel, Outlook, and PowerPoint) and other systems (SharePoint, VTC support, and DTS) on a daily basis.
- This position requires an active secret clearance.
ID Card Specialist Lead (FTPAII)
Dynamic Systems Technology, INC
09.2022 - 04.2023
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Communicate with diverse teams and customers, build rapport and long-term relationships with other CAC (Common Access Card’s) and ID/Defense Enrollment Eligibility Reporting System (DEERS) offices, and achieve customer satisfaction metrics.
- Issued and strictly controlled the Armed Forces identification and privilege card issuance for all eligible personnel such as active duty military, retired military, 100% Disabled American Veteran (DAV) and respective dependents and verified contractors.
- As a Verifying Official (VO) received training and gained experience on DEERS/RAPIDS terminals, also utilized DMDC network to ensure all inputted data for accuracy and correctness. In addition, ensured and verified identity and eligibility of authorized DoD beneficiaries, issued DoD identification Cards and performs DEERS updates in accordance with DoD regulations.
- Operated and maintained RAPIDS workstations, assisted customers with questions concerning identification card eligibility, application requirements and DEERS, also answered incoming calls about CAC and ID inquiries
- Serve as ID Card/CAC and customer service specialist trained and certified by the Defense Manpower Data Center (DMDC). Also, delivered ID card services to all personnel assigned to support customer, commands, other military service personnel, retirees and their dependents, and contractors verified through the Trusted Associate Sponsorship System (TASS).
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety guidelines.
- Evaluated customer needs and feedback to drive product and service improvements.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- This position requires an active secret clearance.
Work and Family Life Consultant
Zeiders, Ent. (Fleet and Family Support Centers)
07.2020 - 09.2022
- Provided advice and one-on-one services to individuals and families related to relocation.
- Developed and implemented customized work/life strategies for customers, either active duty (all branches of service), retired including family members.
- Conducted research and wrote reports on current trends in work and family life balance for active duty, transitioning service members, mobilizing reservists, individual augmentees and family members.
- Developed and presented educational workshops to active duty, spouses, and employees concerning sponsorship programs as command support for retention relocation education including others recommended for commands and individual services.
- Assisted both service member and family members in navigating the work and family life challenges regarding Home Port Changes (HPS), Permanent Change of Station (PCS), and resources to implement a smooth transition and assimilation virtual via Microsoft Teams, in person, or in a classroom setting, at times it was on location aboard aircraft carriers, or commands.
- Served as a resource to employer and employees on work and family life culture with the dynamic of changes and diversity within the home due to long deployments of active-duty service members.
- Offered outreach efforts to ensure support for most at-risk groups such as first term Service members, geographically separated or socially isolated families, single parents, foreign-born spouses and others with special needs such as the Exceptional Family Member Program (EFMP)
- Developed and maintained effective working relationships with employer and community organizations to facilitate access to resources, such as assisting all personnel with application of Household Goods (HHG) through DPS landing page, ranging from assisting with creating passwords, to data entry based off orders, including providing guidance and referrals to Navy audit to close out claims.
- Also, referring them to the subject matter expert's such as, Personal Property Office (PPO) and Navy Audit for additional assistance
- Skilled in providing PowerPoint presentations for workshops designed for both service member and family members as well as training peers in full range of briefings in support of assigned program areas, such as Sponsor Orientation, and Relocation education and other workshops recommended for individual service members or commands both in person in a classroom setting or virtual via MS Teams
- Completed over 50 hours of adult education, to over 100 Service members of every pay grade and families, in a variety of settings.
- Instrumental in maintaining accurate data in the Fleet and Family Support Management Information System (FFSMIS) daily.
- Ensured that services were entered and counted in on-line systems used by FFSPs and the automated Centralized Scheduling and Metrics system.
- In addition, updated defense installation messaging system (DIMS) quarterly ensuring Military Installation guide provided current localized information.
- Also, skilled with the use of Microsoft Office Programs such as: Word, Excel, PowerPoint, MS Teams and Outlook
- This position required an active secret clearance.
Customer Service/Administrative Assistant
Zeiders Ent. (Fleet and Family Support Centers)
10.2019 - 07.2020
- Enhanced customer satisfaction by efficiently addressing inquiries and resolving issues.
- Managed high-volume calls, emails, and chat queries to provide prompt assistance to customers.
- Collaborated with cross-functional teams to resolve complex customer concerns and provide comprehensive solutions.
- Multi-oriented role by aiding transitioning Service Members (SM). Responsibilities include administrative support functions such as answering and screening incoming calls, dispatching calls to appropriate departments, supporting customers by facilitating Military Service personnel and their families with particular information in order to increase social productivity; arranging and scheduling appointments for staff to assist SM with final transitioning phases.
- Provided customers with a wide-range of resources to ease transition preparation from military to the civilian sector, such as arranging appointments for Service Members to attend workshops to enhance knowledge ranging from job search and higher education.
- Customer services and admin support entails utilization of a special web system designed for Fleet and Family Support Center (FFSMIS) to create profiles, scheduled Service Member for a variety of workshops offered by Fleet and Family Support Center (FFSC), and maintain accurate records of services provided.
- Experienced at using Microsoft Outlook to email correspondence to Service members with registration confirmations, and other information schedules regarding school and employment registration. Also, created excellent communication with Command Career Counselors (CCC) with updates through mass emails as well as individual reminders of appointments scheduled. Secretarial responsibilities extend to trouble shooting laptops for users when not functioning accordingly.
- Expert at data entry and communication, to include working and covering for different administrative roles in different buildings. Ability to create meeting minutes, prepare correspondence, and conduct accurate data entry into required data systems. Gained knowledge of military lifestyle and military ranks and organizations. Handled multiple tasks and determine priority of tasks. Strong verbal and written skills.
- This position required a secret clearance.
Customer Service/Administrative Support (Secretary I)
AFCS/Magellan Federal (Fleet and Family Support Centers)
09.2018 - 10.2019
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Screened visitors and issued badges to maintain safety and security.
- Multi-oriented role by aiding transitioning Service Members (SM). Responsibilities include administrative support functions such as answering and screening incoming calls, dispatching calls to appropriate departments, supporting customers by facilitating Military Service personnel and their families with particular information in order to increase social productivity; arranging and scheduling appointments for staff to assist SM with final transitioning phases.
- Provided customers with a wide-range of resources to ease transition preparation from military to the civilian sector, such as arranging appointments for Service Members to attend workshops to enhance knowledge ranging from job search and higher education.
- Customer services and admin support entails utilization of a special web system designed for Fleet and Family Support Center (FFSMIS) to create profiles, scheduled Service Member for a variety of workshops offered by Fleet and Family Support Center (FFSC), and maintain accurate records of services provided.
- Experienced at using Microsoft Outlook to email correspondence to Service members with registration confirmations, and other information schedules regarding school and employment registration. Also, created excellent communication with Command Career Counselors (CCC) with updates through mass emails as well as individual reminders of appointments scheduled.
- Secretarial responsibilities extend to trouble shooting laptops for users when not functioning accordingly.
- Expert at data entry and communication, to include working and covering for different administrative roles in different buildings. Ability to create meeting minutes, prepare correspondence, and conduct accurate data entry into required data systems. Gained knowledge of military lifestyle and military ranks and organizations. Handled multiple tasks and determine priority of tasks. Strong verbal and written skills.
- This position required a secret clearance.
Customer Service/Administrative Assistant
National Sourcing Inc. (Fleet And Family Support Centers)
04.2018 - 09.2018
- Provided exemplary customer service to customers in person, over the phone, and via email.
- Enhanced customer satisfaction by efficiently addressing inquiries and resolving issues.
- Supported management in improving departmental procedures for smoother customer interactions.
- Assisted in the preparation of reports, presentations, and other documents.
- Maintained accurate records of customer interactions, transactions, comments, and complaints in the database system.
- Organized client files electronically for easy retrieval during future customer interactions or audits.
- Participated in continuous improvement initiatives aimed at enhancing operational efficiency within the department.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Established administrative work procedures to track staff's daily tasks.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Utilized critical thinking to resolve customer service inquiries.
- Acted as the primary point of contact for all customer inquiries. Ensured customer satisfaction by following up with customers on their inquiries.
- This position required a secret clearance.
Home Care
Unemployed
04.2017 - 04.2018
- Relocation in progress with active-duty military spouse on orders to Virginia, stayed in hometown to assist with care of a family member with terminal illness; health condition was imminent, on hospice.
- Upon passing, and funeral, proceeded with the relocation to Virginia.
Clinical Support Specialist
Eden Hospice of Carson
10.2016 - 04.2017
- Assisted clinicians and aides with office needs and patient documentation, responded to patient inquiries, also notified family with changes in nurse routing, medical insurance coverage, coordinated small group chats and bereavement care
- Maintained and updated patient census, supportive case management to social services, liaison between family and Physician
- Audited all patient electronic medical record (EMR), requested certification of illness and other supporting documents from patient primary care physician (PCP), also, discharged patient in EMR accordingly, and performed other duties as assigned such as traveling to patient homes to drop off supplies or to complete admission applications also collected pertinent patient information following HIPPA regulations
- Ordered medical supplies and Durable Medical Equipment (DME), including scheduled DME Delivery
- Prepared patient documentation for Medical Director's signature
- Assessed and collaborated with families to identify resources to promote awareness of patient's goals and wishes by creating individualized care plan to encourage families to utilize resources available to them
- Efficient in utilizing Microsoft Office (Outlook, Excel, Word) for clerical duties such as emailing clinicians and aides of patient changes, created spreadsheets for claims and communication log for patient tracking including spreadsheet for medical record audits, also recreated and modified policy forms for admissions packets
- Performed patient chart audits, ensured collection of data in compliance with policies and guidance
- Also, employed training for new employees; created a guidance training packet for new employees
- Provided clinical support to over 10 clinicians and five Certified Nurse Assistants in a busy medical practice
- Coordinated patient care with referring physicians and other medical staff
- Entered patient data into the Electronic Medical Records (EMR) system
- Assisted in the training of new employees on the EMR system and clinical processes
- Answered phone calls and emails from patients and other healthcare professionals
- Developed and implemented effective policies and procedures to maintain patient confidentiality
- Assisted in the coordination of patient care between other medical staff and clinicians.
- Maintained up-to-date knowledge on industry advancements, continually improving the level of care provided to patients.
- Developed strong relationships with patients through empathetic communication and active listening skills, fostering trust and rapport.
- Facilitated open lines of communication among healthcare team members, promoting collaboration towards common goals in patient wellness.
- Performed routine office tasks necessary for office operation and presentation.
- Coordinated with other healthcare professionals to provide patients with comprehensive care.
- Obtained patient or family member authorizations for tests and procedures.
Administrative Assistant
Eden Hospice
10.2014 - 11.2016
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Liaised between clients and vendors and maintained effective lines of communication.
- Assisted clinicians and aides with office needs and patient documentation, responded to patient inquiries, also notified family with changes in nurse routing, medical insurance coverage, coordinated small group chats and bereavement care.
- Maintained and updated patient census, supportive case management to social services, liaison between family and Physician.
- Audited all patient electronic medical record (EMR), requested certification of illness and other supporting documents from patient primary care physician (PCP), also, discharged patient in EMR accordingly, and performed other duties as assigned such as traveling to patient homes to drop off supplies or to complete admission applications also collected pertinent patient information following HIPPA regulations.
- Ordered medical supplies and Durable Medical Equipment (DME), including scheduled DME Delivery. Prepared patient documentation for Medical Director’s signature.
- Assessed and collaborated with families to identify resources to promote awareness of patient’s goals and wishes by creating individualized care plan to encourage families to utilize resources available to them.
- Efficient in utilizing Microsoft Office (Outlook, Excel, Word) for clerical duties such as emailing clinicians and aides of patient changes, created spreadsheets for claims and communication log for patient tracking including spreadsheet for medical record audits, also recreated and modified policy forms for admissions packets.
- Performed patient chart audits, ensured collection of data in compliance with policies and guidance. Also, employed training for new employees; created a guidance training packet for new employees. Provided clinical support to over 10 clinicians and five Certified Nurse Assistants in a busy medical practice.
- Coordinated patient care with referring physicians and other medical staff. Entered patient data into the Electronic Medical Records (EMR) system. Assisted in the training of new employees on the EMR system and clinical processes.
- Answered phone calls and emails from patients and other healthcare professionals.
- Developed and implemented effective policies and procedures to maintain patient confidentiality. Assisted in the coordination of patient care between other medical staff and clinicians.
Education
Bachelor of Arts - Sociology
Columbia College of Missouri
Lemoore, CA 12.2014
Associate of Arts - Liberal Arts
West Hills Community College
Lemoore, CA01.2008
High School Diploma -
Lindsay High School
Lindsay, CA06.1994
Skills
- Clerical Support
- Calendar Management
- Appointment Scheduling
- Office Administration
- Travel Coordination
- Data Entry
- Scheduling
- Database Management
Languages
Spanish
Limited Working
Timeline
Administrative Assistant
Alutiiq, LLC (NAVAIR HQ)
04.2023 - Current
ID Card Specialist Lead (FTPAII)
Dynamic Systems Technology, INC
09.2022 - 04.2023
Work and Family Life Consultant
Zeiders, Ent. (Fleet and Family Support Centers)
07.2020 - 09.2022
Customer Service/Administrative Assistant
Zeiders Ent. (Fleet and Family Support Centers)
10.2019 - 07.2020
Customer Service/Administrative Support (Secretary I)
AFCS/Magellan Federal (Fleet and Family Support Centers)
09.2018 - 10.2019
Customer Service/Administrative Assistant
National Sourcing Inc. (Fleet And Family Support Centers)
04.2018 - 09.2018
Home Care
Unemployed
04.2017 - 04.2018
Clinical Support Specialist
Eden Hospice of Carson
10.2016 - 04.2017
Administrative Assistant
Eden Hospice
10.2014 - 11.2016
Bachelor of Arts - Sociology
Columbia College of Missouri
Associate of Arts - Liberal Arts
West Hills Community College
High School Diploma -
Lindsay High School
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