Summary
Overview
Work History
Education
Skills
Knowledge Areas
Languages
Timeline
Generic

Paola Matos

Morrisville,MO

Summary

Dedicated, organized and attentive bilingual (fluent in Spanish) professional with over ten years of experience in administration, customer service and professional support. Skilled communicator and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience

Work History

Content Administrator

DASH Carolina
01.2023 - Current
  • Directed all multimedia aspects for company within content studio, including handling ot equipment such as cameras, lighting, microphones, and monitors to maintain uninterrupted operations
  • Substantially increased company's social media reach by 352% within the initial 90 days through delivering consistent stream of engaging and informative content
  • Boosted customer engagement and traffic by generating and disseminating original content across various channels, including social media platforms and email campaigns, utilizing real-time posting and scheduling methods
  • Worked closely with Vice President of Brand & Recruitment, as well as Marketing Manager to plan, create, edit and distribute additional ad hoc, communications, marketing and content related projects
  • Collaborated with multiple stakeholders (CEO, President, Operating Partners, Managing Partners) for content development
  • Served as project manager of additional ad hoc, communications, marketing and content related projects assigned by Vice President of Brand & Recruitment, as well as Marketing Manager.

Intake Coordinator

The Center for Connection, Healing & Change, LLC
01.2023
  • Served a first point of contact and rovided prompt responses to all phone, web and email inquiries for new and existing clients to complete screenings for mental health services
  • Skillfully matched clients with therapists based on best clinical fit
  • Streamlined client management processes by creating and managing client profiles in Practice Management Software and EHR, TheraNest
  • Maintained smooth operations for all staff by offering expert guidance, managing internal referrals and promptly addressing inquiries related to clients and patient portal
  • Supported Founder and therapists by developing and reviewing best practices for collaborative casework while adhering to HIPAA, PHI, financial, legal ethical and clinical standards at all times.

Office Manager & Social Media Manager

Pleasant Grove Church
01.2021 - 01.2022
  • Orchestrated all administrative and creative aspects of multiple projects for Pastor as well as ministry leaders, vendors and external contacts
  • Created and edited a high volume of weekly content for church website, newsletter, blog, and social media pages which included graphic designs, videos, copywriting as well as article and blog writing
  • Collaborated with various committees and ministry teams to organize, coordinate and administer details of in-office tasks, meeting schedules, announcements and promotions for all virtual and in person events
  • Effectively communicated community news and current events by preparing messages for electronic and physical distribution of materials, such as infographics, videos, flyers, and emails
  • Created and executed organic social media marketing strategy to then distributed all created content on various social media platforms while managing all community engagement and comment moderation
  • Achieved significant growth for church's online presence, with a maximum of 46.4% in reach, 280% in followers, and 101% in page engagement at different intervals
  • Provided Executive and Marketing Assistant support for church’s non-profit organization, Pleasant Grove Foundation, by completing website updates, creating promotional marketing materials and presentations, and taking monthly Board meeting minutes.

Bilingual Customer Relations Representative

Sciencix
01.2019 - 01.2021
  • Managed customer inquiries while ensuring detailed accuracy of orders & requests via phone, email and chat in English and Spanish with North American and International clients
  • Drove customer satisfaction by maintaining regular communication with customers, managing support inquiries, troubleshooting, delivering timely updates on order status, returns, shipping, product research, account details, new product releases and by providing technical product usage guidance
  • Assisted marketing team in verifying and ensuring accuracy of newly launched product details on website.

U.S. Intake Specialist & Legal Provider Relations Specialist

Workplace Options
01.2014 - 01.2019
  • Conducted daily, extensive, time sensitive and deadline-driven research for mental health, child care, elder care, daily living, and legal referrals for clients through the U.S.' largest Employee Assistance Program (EAP)
  • Mentored, trained and coached new hires due to high achievement in exceeding monthly goals
  • Reviewed and drafted content for detailed case notes in the absence of supervisors
  • Directed Communications Team tasked with encouraging employee participation in health and wellness efforts by creating engaging content for company intranet
  • Led Emergency Housing team tasked with contacting nationwide human and social service agencies to seek housing and resources for the homeless population
  • Enhanced company’s legal service offerings by expanding global network through negotiating and recruiting attorneys in North and Latin America
  • Recognized for exceptional performance and selected to participate and represent company in one month long Exchange Program in the United Kingdom.

Education

Master of Science in Social Media Management -

Liberty University
05.2019

Bachelor of Arts in Criminology -

North Carolina State University
12.2013

Skills

  • Appointment Scheduling
  • Inventory Management
  • Confidentiality
  • Telephone Etiquette
  • Customer Service
  • Case Management
  • Attention to Detail
  • Effective Communication
  • Conflict Resolution
  • Decision Making
  • Time Management
  • Office Management
  • Administrative Management
  • Microsoft Office

Knowledge Areas

  • Office Administration
  • Social Media Marketing
  • Content Development
  • Communications
  • Customer Service
  • Adobe Creative Suite
  • Email Marketing
  • Content Development
  • Asana
  • Microsoft Office Suite
  • Google Suite
  • Canva Expertise

Languages

Spanish
Native or Bilingual

Timeline

Content Administrator

DASH Carolina
01.2023 - Current

Intake Coordinator

The Center for Connection, Healing & Change, LLC
01.2023

Office Manager & Social Media Manager

Pleasant Grove Church
01.2021 - 01.2022

Bilingual Customer Relations Representative

Sciencix
01.2019 - 01.2021

U.S. Intake Specialist & Legal Provider Relations Specialist

Workplace Options
01.2014 - 01.2019

Master of Science in Social Media Management -

Liberty University

Bachelor of Arts in Criminology -

North Carolina State University

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Paola Matos