Basic Knowledge of computer hardware, Proficiency in operating Systems, Internet and email proficiency
Maria Rios Ornelas
Reno,NV
Summary
Talented HR leader with 10-year career overseeing human resources operations, including employee relations, organizational structuring and policy development. Well-versed in benefits administration and legal compliance. Forward-thinking with superior problem-solving, conflict management and organizational skills. Qualified with keen business acumen and understanding of organizational needs. Collaborative, cross-functional leader with commitment to teamwork. Excellent project manager with dedication to meeting business objectives. Successful HR and Customer service Manager with 10 years of experience finding, screening and attracting applicants to open positions. Polished in conducting background and reference checks and performing direct or phone interviews with potential employees. Personable and diplomatic professional possessing refined negotiation and communication skills paired with in-depth knowledge of recruitment development. Driven Customer Service Supervisor offers over 10 years of expertise in sales management and office administration. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach. Customer-focused professional with successful 15-year career Wal mart industry. Dynamic and successful at applying skills in busy environments. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Recent graduate with excellent research, technical and problem-solving skills. Detail-oriented and able to learn new concepts quickly.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Administrative Services
Nevada County/Health and Human Services Department
Truckee, CA
12.2023 - Current
- Maintained positive working relationship with fellow staff and management.
- Assisted organizational efforts by filing, entering data and answering phones.
- Maintained front desk to provide positive first impression.
- Offered reception coverage to relieve staff during absences or breaks.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Answered calls per shift to assist with customer questions and concerns.
- Identified needs of customers promptly and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Discussed rights and responsibilities associated with public assistance with applicants.
- Evaluated and addressed individual client needs and concerns.
- Maintained and developed community relationships to support various client referrals.
Caregiver
UC Davis
Sacramento, CA
10.2019 - 10.2022
- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Assisted with meal planning to meet nutritional plans.
- Followed care plan and directions to administer medications.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Used motivational interviewing to educate, support and motivate change.
- Facilitated communication between members of health care delivery while involving clients in decision-making processes to minimize service fragmentation.
- Created plan of care to assist patients in reducing problems or barriers to achieve optimal level of health.
- Monitored risk assessment by using available tools and implementing discharge interventions.
- Demonstrated knowledge of HIPAA Privacy and Security Regulations by appropriately handling patient information.
- Completed donor registrations, gathered medical information and conducted physicals.
- Collected blood or tissue samples from patients for lab work.
- Used motivational interviewing to educate, support and motivate change.
- Communicated with patients with compassion while keeping medical information private.
- Engaged with patient family and friends to provide courteous visit experience.
- Communicated concerns regarding patients' status, care and environment to nursing supervisors, clinical care supervisors and case managers.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Used mobility devices to transport patients.
- Assisted nurses with cleaning G-tube, J-tube and regular catheter insertion.
- Assisted with adequate nutrition and fluid intake.
Receiving Office/HR Manager
Wal Mart"s
Reno, NV
09.2015 - 07.2019
- Opened and checked deliveries to verify contents and resolve issues with vendors promptly.
- Trained, scheduled and supervised associates.
- Prepared accurate shipping orders and bills of lading to direct and route materials.
- Investigated inventory discrepancies to maintain recordkeeping validity.
- Liaised with vendor representatives to rectify damages and shortages.
- Organized and maintained documents, files and records.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
- Coordinated and conducted classes to teach procedures to new staff members.
- Trained, scheduled and supervised warehouse team members.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Pitched in to help with office tasks during busy periods and staff absences.
- Compared shipment contents with paperwork to support inventory accuracy and records management.
- Provided information to shipping and receiving personnel regarding inventory stock.
- Established and maintained good relations with customers, vendors and transport companies.
- Trained staff on material handling processes to reduce shipping times.
- Generated warehouse shipping documents, packing lists and invoices.
- Oversaw inventory of incoming and outgoing materials based on physical counts and bar-code systems.
- Identified, investigated and corrected inventory issues.
- Translated client documents between languages.
- Worked with clients to establish translation requirements and scope.
- Delivered translation services to clients.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Reviewed files and records to obtain information and respond to requests.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Prepared and led new employee orientation to familiarize with company policies, procedures, culture and campus.
- Communicated with supervisors to plan and review employee evaluations.
- Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities.
- Trained over 85 managers and staff on HR best practices and protocols to reduce process lags.
- Administered employee benefits and led open enrollment process, informing and coaching employees.
- Oversaw and monitored retirement program and enrollment.
- Recruited applicants for vacancies to fill open positions with qualified staff.
- Created and updated personnel files by entering information in HRIS.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
- Provided HR consultation services to leadership and department heads.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Recruited new employees and built relationships, driving visibility.
- Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
- Compiled reports to provide management with accurate information and comply with policies and procedures.
- Directed HR programs, policies and processes to improve operational efficiency.
Customer Service Manager
Wal Mart
Roseville, CA
03.2005 - 07.2015
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Reviewed accounts for payments received or approved credit arrangements.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Work closely with Management team to get job done
- Coordinate best appointment times for drivers to arrive at warehouse to be unloaded in a timely manner
- Putting paperwork together so Management and
- Associates can receive product from vendors such as
- Tyson, Van Groningen, Tellos, Robles plus many others
- Adopted receiving strategies such as making appointment for vendors, drivers, representatives to minimize their cost to them and the company and enhance schedules
- Maintain accurate records in widows 10, including material weights, quantities, double check bills of lading for accuracy
- Communicate with Management team, vendors, carriers, drivers and Co workers to prepare for receiving
- Conducted search to address receiving errors and packing mistakes before receiving product, worked effectively with shippers, vendors, drivers to solve any issues
- Drafted and managed work and shipping orders, bills of lading and shipping route materials for accurate and compliant recordkeeping
- Maintain effective day-to-day appointments for every day deliveries to warehouse
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Audited customer account information to identify issues and develop solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Prepared and led new employee orientation to familiarize with company policies, procedures, culture and campus.
- Communicated with supervisors to plan and review employee evaluations.
- Administered employee benefits and led open enrollment process, informing and coaching employees.
- Created and updated personnel files by entering information in HRIS.
- Facilitated and processed payroll.
- Oversaw and monitored retirement program and enrollment.
- Advised leadership on vacation and sick time, benefits, job services and employment discrepancies.
- Managed full-cycle human resource operational activities to maximize HR employee performance.
- Recruited applicants for vacancies to fill open positions with qualified staff.
- Provided HR consultation services to leadership and department heads.
- Held exit interviews and documented information discussed with employees.
- Used HR website and other media to communicate HR processes, increasing understanding and consistent use.
- Used data and analytics to improve company processes for recruitment, selection and onboarding.
- Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
- Monitored accounting, payroll and financial reporting activities.
- Coordinated timely collections with appropriate project managers and customers to manage cash flow.
- Administered payroll for employees and oversaw corporate payroll reconciliation and tax activities.
- Managed accounting, payroll and financial reporting activities.
- Evaluated collection reports to determine collections status and outstanding balance amounts.
- Reviewed sales numbers and calculated commissions.
- Contacted non-compliant accounts to discuss payment options.
- Used US GAAP to shape technical accounting policies and procedures.
- Processed customer sales transactions, adjustments and refunds.
- Worked closely with customers to understand needs and resolve diverse issues.
- Collaborated with other managers to plan and direct organizational tasks.
- Assisted in sales, customer service and human resources objectives to increase experience and gain broad company perspective.
- Supervised, coached and mentored 95-member staff.
- Followed upper management advice to improve leadership and supervisory skills.
- Responded to advanced issues with professional and relationship-focused approach.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Met with customers to discuss options for selection of products and services.
- Evaluated accounts to determine accuracy and resolve issues to maintain customer satisfaction.
- Contributed to outline and direction for employee project teams.
Payless, Doyle
Doyle, CA
06.1998 - 05.2001
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.Maintained knowledge of company products and services to promptly resolve complaints and concerns.Assisted staff with resolving complex customer issues and implementing targeted solutions.Assisted customers in making payments on accounts and setting up payment plans.Evaluated and authenticated returns, exchanges and voids.Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.Interviewed, hired and trained new quality-focused customer service representatives.Delivered continuous training to associates to maximize performance and customer relations skills.Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.Evaluated employee job performance and motivated staff to improve productivity.Responded to in-person and online customers to improve company customer service ratings.Supervised counting cash drawers and making bank deposits in compliance with store opening and closing procedures.Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.Built and maintained working relationships with peers and upper management.Resolved customer problems by investigating issues, answering questions and building rapport.Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.Taught junior employees how to meet operational and sales goals with proactive strategies.Verified customer identification for alcohol or tobacco purchases.Reviewed store policies and made changes to streamline operations and increase productivity
- Managed employee scheduling by factoring in forecasted customer levels and labor cost controls
- Bookkeeping, Accounting, and Auditing clerks.
- Payroll and Timekeeping.
- Auditor
- Statement Clerks
- Office Clerks
- Computer, Automated Teller.
- Counted cash in register drawer at beginning and end of shift.Restocked, arranged and organized merchandise in front lanes to drive product sales.Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.Served needs of more than 50-100 customers in busy environment.Checked identification for proof-of-age and refusing alcohol sales to underage customers.Checked prices for
- Customers and processed items sold by scanning barcodes.
Education
LASSEN - Associates Degree in Human Resources
Lassen Community College
Susanville, CA08-2001
High School Diploma -
Herlong High School
Herlong, CA06.1998
Skills
- Doubles and Triples Endorsements
- Deadline-driven
- Maintaining appointments accurately
- Filing and data archiving
- Customer service
- Quality Assurance
- Sales
- Telephone Skills
- Deadline driven
- Meeting arrangements
- Faxing paperwork
- Policy and procedure modification
- Materials lifecycle
- Valid Nevada driver's license
- Computer-savvy
- Excellent sense of direction
- Training other associates
- Shipping and receiving
- 10-Key data entry
- Windows 10
- Records management
- Certified in BLS CPR (Adult/Child/Infant)
- HIPPA
- Reliable Transportation
- Valid Drivers License
- Bilingual In Spanish
- Quick Problem Solver
- Excellent Communication skills
- Microsoft Excel
- Workflow Planning
- Multi-line Telephone Systems
- Appointment Setting Knowledge
- Staff development
- Systems and automation applications
- Contract development and management
- Issue and conflict resolution
- Workforce Management
- Lead generation
- Active listening
- Supervision & leadership
- Multitasking
- Friendly, positive attitude
- Team management
- Database documentation
- Purchasing management
- Employee Team Supervision
- Customer care
- Fleet dispatch
- Transportation management systems
- Staff training and development
- Payroll
- Compliance
- Employee engagement
- Benefits administration
- Training development
- Human resources operations
- Administrative Support
- Database Management
- Business Administration
- Excel Spreadsheets
- Office Administration
- Document Management
- Scheduling and Calendar Management
- Meeting Facilitation
- Logistical Planning
- Project Planning
- Materials Distribution
- AR/AP
- Support Services
Certification
Certified in BLS CPR (Adult/Child/Infant) Certified in Health Care Provider CPR CERTIFICATIONSCERTIFICATIONSCERTIFICATIONSCERTIFICATIONS
Accomplishments
complaints.Maintained
- Consistently maintained high customer satisfaction ratings.
- Negotiated with vendors, saving company time and money.
- Recognized employees for their hard work.
- Improved delivery of product by analyzing, overall increase in customer satisfaction and cost efficiency.
- Promote employees for the outstanding performance and team contributions.
- excellent Communication Skills
- Developed relationships with new clients and typically exceeded sales goals.
Timeline
Administrative Services
Nevada County/Health and Human Services Department
12.2023 - Current
Caregiver
UC Davis
10.2019 - 10.2022
Receiving Office/HR Manager
Wal Mart"s
09.2015 - 07.2019
Customer Service Manager
Wal Mart
03.2005 - 07.2015
Payless, Doyle
06.1998 - 05.2001
LASSEN - Associates Degree in Human Resources
Lassen Community College
High School Diploma -
Herlong High School
Certified in BLS CPR (Adult/Child/Infant) Certified in Health Care Provider CPR CERTIFICATIONSCERTIFICATIONSCERTIFICATIONSCERTIFICATIONS
Software
Languages
Spanish
Native or Bilingual
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