Marlena Aguilar
Upland,CA
Summary
Smart student studying Criminal Justice and looking for related experience. Willing to listen and learn and excited to contribute in the real-world environment to help find practical, actionable solutions for current needs. Motivated professional with several years of experience offering office support in industry. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
American Medical Response, AMR
Rancho Cucamonga
03.2023 - Current
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Processed invoices for payment using accounting software applications.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Handled confidential documents in an organized fashion according to established protocol.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Facilitated communication between different departments within the organization.
- Greeted visitors and provided general information about the company.
- Managed office supplies inventory and placed orders when necessary.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
Call Center Representative
Manpower
Milwaukee, WI
02.2021 - 03.2022
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies. Track and document all inquiries using the applicable systems. Answer incoming calls from consumers and providers requesting information about the Medicaid Newborn process, Good Cause, and/or Presumptive Eligibility for children. Complete associated tasks according to the established guidelines. Track and document all inquiries using the applicable systems. Meet Quality Assurance (QA) and other key performance metrics. Facilitate the fulfillment of caller requests for materials via mail, email, or download. Transfer/refer consumers to appropriate entities according to the established guidelines. Escalate calls or issues to the appropriate designated staff for resolution as needed. Facilitate translation services for non English speaking callers according to procedures. Attend meetings and trainings as requested and maintains up to date knowledge of all programs and systems.
Receptionist
Americas Best Contact and Eyeglasses
Corona, CA
10.2019 - 01.2020
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Updated and recorded customer or client information to maintain accounts.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
Customer Service Representative
Game Works
Ontario, CA
02.2011 - 10.2016
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
Senior Learning Leader
City of Montclair
Montclair, CA
08.2014 - 07.2016
- Oversaw program compliance with requirements, schedule and budget.
- Helped students review and understand previous lessons to make connection with new lesson.
- Created educational materials according to lesson plans and school programs.
- Supervised and engaged group leaders to ensure program activities were culturally relevant, developmentally appropriate and consistent with organizational learning values.
- Enforced school rules for attendance, discipline and honesty.
Education
Associate of Arts - Criminal Justice
Everest College
1819 Excise Ave Ontario, Ca 9176107.2012
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZSkills
- Business Operations Understanding
- Multi-Line Telephone Skills
- Organization and Efficiency
- Recordkeeping and Bookkeeping
- Information Security
- Invoice Processing
- Mail handling
- Clerical Support
- Office Administration
Timeline
Administrative Assistant
American Medical Response, AMR
03.2023 - Current
Call Center Representative
Manpower
02.2021 - 03.2022
Receptionist
Americas Best Contact and Eyeglasses
10.2019 - 01.2020
Senior Learning Leader
City of Montclair
08.2014 - 07.2016
Customer Service Representative
Game Works
02.2011 - 10.2016
Associate of Arts - Criminal Justice
Everest College
Bachelor of Science - Criminal Justice Administration
University of Phoenix