Summary
Overview
Work History
Education
Skills
Essential Functions
Roles And Responsibilities
Languages
Timeline

MONICA SERRANO

STERLING,VA

Summary

Dedicated to building a satisfying career by leveraging skills and expertise in English and Spanish to make a meaningful impact in the community. Committed to service, I utilize language abilities to effectively communicate and connect with diverse individuals. Combining linguistic proficiency with a passion for community engagement, dedicated to contributing to the growth and success of those served.

Overview

15
15
years of professional experience

Work History

OFFICE MANAGER

Visiting Angels
07.2022 - Current
  • Provided administrative and clerical support to our staff to help ensure efficient day to day operations, by answering the phones, follow up with after hour answering service calls, active emails and walk in clients
  • Demonstrated excellent teamwork, in the position of office manager, for the scheduling of client care, made up of the owner, care coordinator, registered nurses and 40 caregivers and 60 clients
  • Provided excellent communication skills and maintained professionalism at all times
  • Conducted employment and background checks for potential employees
  • Served as 'First on Phones’ answering office phones during normal business hours
  • Maintained timely computer scheduling for caregiver schedules and client needs
  • Documented activities by entering notes in agency management software
  • Participated in daily on-call afterhours phone calls, email and company message app by client and caregiver in the evenings and on weekends
  • Assisted with new caregiver orientation and screening
  • Demonstrated the ability to multitask, worked under pressure and perform problem solving solutions consistently
  • Demonstrated a strong commitment to client service excellence while generating goodwill for Visiting Angels with our staff, clients, their families, and referral sources
  • Remained flexible, resilient, calm in all situations
  • Calculated cost of care based on the scope of needed care and the hours and days required

Office Administrative Assistant

Visiting Angels
07.2019 - 09.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
  • Maintained inventory of office supplies and placed orders.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted 40 caregivers and staff members with special tasks on daily basis.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.

Assistant English Teacher

Francisco De Paula Santander University
02.2017 - 05.2019
  • Provided personalized support to struggling students, resulting in improved performance and academic growth.

COUNTER MANAGER

Macy’s Mall
05.2013 - 12.2016
  • Promoted brand loyalty by creating personalized experiences for each customer during their visit.
  • Participated in special events or promotions as needed to boost sales and increase brand visibility in-store or online platforms.
  • Developed strong relationships with clients, resulting in repeat business and referrals.
  • Organized sale events and created eye-catching product displays to attract customers to Estee Lauder counter.
  • Achieved sales goals through effective communication and demonstration of products.
  • Conducted regular staff training sessions for product knowledge and sales techniques.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

SENIOR CAREGIVER

Shangri La & Paradise Assisted Living
04.2010 - 04.2013
  • Maintained clean, safe, and well-organized patient environment.
  • Offered companionship and kindness to elderly patients.
  • Assisted patients with daily living activities, ensuring their safety and wellbeing.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Provided emotional support to patients and families during difficult times, offering a listening ear and empathetic conversation.

Education

Degree of Industrial Engineering -

Industrial University of Santander "UIS', Colombia

Billing And Coding -

Frederick Community College, Frederick, MD
10-2025

Medication Technician -

Shangri La Assisted Living, Ellicott City, MD
01.2012

Home Health Aide Certification -

Loving Care Home Care Agency, Dover
01.2009

Skills

  • Customer service
  • Office management
  • Organizational skills
  • Office administration
  • Administrative support
  • Document management
  • Staff hiring
  • Employee training
  • Documentation and control
  • Scheduling and coordinating
  • Good judgment
  • Hiring and training
  • Employee coaching and mentoring

Essential Functions

  • Provided excellent communication skills and maintained professionalism at all times.
  • Conducted employment and background checks for potential employees.
  • Served as 'First on Phones’ answering office phones during normal business hours.
  • Maintained timely computer scheduling for caregiver schedules and client needs.
  • Documented activities by entering notes in agency management software.
  • Participated in daily on-call afterhours phone calls, email and company message app by client and caregiver in the evenings and on weekends.
  • Assisted with new caregiver orientation and screening.
  • Demonstrated the ability to multitask, worked under pressure and perform problem solving solutions consistently.
  • Demonstrated a strong commitment to client service excellence while generating goodwill for Visiting Angels with our staff, clients, their families, and referral sources.
  • Remained flexible, resilient, calm in all situations.
  • Provided administrative and clerical support to our staff to help ensure efficient day to day operations.
  • Calculated cost of care based on the scope of needed care and the hours and days required.

Roles And Responsibilities

  • Provided administrative and clerical support to our staff to help ensure efficient day to day operations, by answering the phones, follow up with after hour answering service calls, active emails and walk in clients.
  • Demonstrated excellent teamwork, in the position of office manager, for the scheduling of client care, made up of the owner, care coordinator, registered nurses and 40 caregivers and 60 clients.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

OFFICE MANAGER - Visiting Angels
07.2022 - Current
Office Administrative Assistant - Visiting Angels
07.2019 - 09.2022
Assistant English Teacher - Francisco De Paula Santander University
02.2017 - 05.2019
COUNTER MANAGER - Macy’s Mall
05.2013 - 12.2016
SENIOR CAREGIVER - Shangri La & Paradise Assisted Living
04.2010 - 04.2013
Industrial University of Santander "UIS' - Degree of Industrial Engineering,
Frederick Community College - Billing And Coding ,
Shangri La Assisted Living - Medication Technician,
Loving Care Home Care Agency - Home Health Aide Certification,

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MONICA SERRANO