Monica G. Madueno
San Jose,California
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
12
12
years of professional experience
Work History
Administrative Assistant
Oak Hill Funeral Home
10.2020 - 04.2023
- Efficiently prepared death certificates, prayer cards, and related documents, ensuring accuracy and compliance with state and federal regulations
- Effectively managed the procurement of necessary permits from the county, streamlining operational processes.
- Played a key role in honoring veterans by preparing and processing Veterans' paperwork with precision and care
- Managed the preparation of marker monument placement paperwork, contributing to the seamless process of memorializing loved ones.
- Ensured compliance with company rules and regulations by meticulously maintaining required documentation for products and services
- Enhanced workflow by preparing and distributing daily schedules, reports, and documents in a timely manner
- Demonstrated financial acumen by efficiently receiving and processing payments and contracts, contributing to accurate financial records
- Supported efficient operations by coordinating the ordering of memorials, office supplies, and the control of storage inventory.
Supervisor of Field Operations
Oak Hill Funeral Home
03.2017 - 10.2020
- Led a high-performing team of field operations staff, overseeing their activities and ensuring smooth daily operations
- Demonstrated exceptional leadership by managing the processing of installation orders to the grounds and maintenance departments
- Played a pivotal role in maintaining the facility's compliance with state and federal regulations by auditing confidential files.
- Upheld the highest standards of service by meeting with and providing support to grieving family members and friends
- Conducted regular department inspections to ensure adherence to quality standards and identify areas for improvement.
- Efficiently communicated client family's needs to the appropriate staff members, demonstrating empathy and compassion at all times
- Managed customer inquiries via telephone, ensuring prompt and accurate responses to address their needs.
Field Operations Support Assistant
Oak Hill Funeral Home
09.2014 - 03.2017
- Assisted the Field Operations team in various tasks, gaining valuable experience in the funeral services industry
- Provided support to with the administrative team to prepare death certificates, prayer cards, and related documents
- Managed high call volume, prioritizing cases and providing prompt assistance to customers
- Assisted in the development of training materials and resources for the support team to enhance overall performance levels.
- Adapted quickly to changing priorities while managing daily caseloads efficiently under tight deadlines.
- Reduced errors in paperwork, meticulously proofreading and editing documents.
- Acted as the point of contact between field staff and office-based personnel to facilitate timely communication and informationsharing.
Bilingual Service Support Specialist
ASUS Computer International
08.2011 - 06.2014
- Managed all aspects of RMA (Return Merchandise Authorization) support for components in the United States, demonstrating a strong commitment to customer service
- Efficiently invoiced customers for customer-induced damage or out-of-warranty components, contributing to revenue generation
- Successfully resolved client escalations, ensuring customer satisfaction and loyalty
- Handled an average of 100 to 200 emails daily, addressing customer inquiries and concerns promptly
- Conducted thorough reviews and corrections of discrepancies in support processes to maintain a high level of accuracy
- Consistently met turnaround time targets to enhance customer satisfaction and maintain service excellence.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring optimal support for clients.
Education
High School Diploma -
Del Mar High School
San Jose, CA01.2001
Skills
- Confidentiality Management
- Administrative Support
- Strong Problem Solver
- Dedicated Team Player
- Fluent in Spanish and English
- Empathic
- Strong Work Ethic
- Call Center Customer Service
References
Available upon request
Timeline
Administrative Assistant
Oak Hill Funeral Home
10.2020 - 04.2023
Supervisor of Field Operations
Oak Hill Funeral Home
03.2017 - 10.2020
Field Operations Support Assistant
Oak Hill Funeral Home
09.2014 - 03.2017
Bilingual Service Support Specialist
ASUS Computer International
08.2011 - 06.2014
High School Diploma -
Del Mar High School
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