Maribel Benavidez

• Manage incoming and outgoing regional emails; schedule regional and management meeting

• Coordinate team appointments, and maintain calendars for regional staff and Human Services Manager.
  • Draft and distribute reports, memos, agendas, and other documents; arrange meeting spaces and record meeting minutes.
  • Maintain organized physical and digital filing systems to support efficient workflow and retrieval.
  • Monitor inventory, order supplies, and provide daily operational support while handling confidential information.
  • Prepare care kits for new hires, including employee folders, name plates, and temporary key cards for onboarding supervisors.
  • Coordinate facility-related requests by submitting maintenance tickets and working with facilities staff to ensure building needs are addressed timely and accurately for building efficiency and staff safety.
  • Update and submit the Weekly Staffing Report to divisional Operations and Policy Teams and management.
  • Coordinate with Human Services to prepare and disseminate weekly overdue and current evaluation lists to supervisors, as well as provide completed evaluations to ensure staff Performance Evaluations are filed and recorded timely.
  • Work in the California Statewide Automated Welfare System to manage program appointments, create and assign tasks to Eligibility Technicians in the task management subsystem, and image documents to the electronic imaging system to appropriate queues, Hyland Preceptive Experience. Mail correspondence created within the system to customers. Manage Microsoft Office logs to maintain organized data of completed file reviews.
  • Create and distribute information used for Quality Assurance case reviews, such as case reports, contributing to the project of promoting and improving divisional accuracy

• Respond to customer questions, concerns, complaints, and service requests with clarity and professionalism, upholding company values and procedures/
• Make outbound follow‑up calls and provide clear, accurate explanations to resolve issues.
• Troubleshoot problems, offer solutions, schedule services, and escalate complex cases when necessary.
• Document call details, outcomes, and actions taken in digital systems.
• Maintain performance targets, including call handling time, customer satisfaction, and accuracy.
• De‑escalate upset callers, clarify information, and provide customer issue resolution to maintain customer service.
• Adhere to scripts and comply with organizational procedures and guidelines.
• Handle high-volume workloads, managing calls for over100 cases per day.
• Accurately input and update information in digital systems, reviewing entries for errors, missing details, and inconsistencies.
• Manage sensitive data and work efficiently with spreadsheets, databases, and word‑processing tools.

• Oversee daily ticketing operations and provide guidance to staff to ensure adherence to procedures.
• Manage cash handling, refunds, and electronic transactions with accuracy and compliance.
• Resolve escalated customer issues, answer travel inquiries, and assist passengers with special needs.
• Coordinate with ferry operations to track departures, delays, and passenger counts.
• Train staff on ticketing systems, customer service standards, and safety protocols.
• Prepare daily sales reports, reconcile totals, and maintain accurate financial and operational records.
• Ensure compliance with safety rules and company procedures, promoting a secure and efficient work environment.