ROSA E ANDINO
Orlando
Summary
Seasoned customer service and administrative professional with over 20 years of experience, including 15+ years in human resources. Adept at supporting diverse teams, delivering exceptional service, and managing complex tasks with discretion and precision. Proven ability to communicate effectively, resolve issues, and build lasting relationships with clients, providers, and staff. Seeking a dynamic role where my expertise in HR support, customer service, and technical assistance can drive meaningful impact
Overview
24
24
years of professional experience
Work History
TECHNICAL ASSISTANCE TEAM MEMBER
PUBLIC CONSULTING GROUP
10.2024 - Current
- HELP DESK DUTIES FOR EIMS ASSISTANCE
TECHNICAL ASSISTANCE TEAM MEMBER/ TRAINING SERIES
RHODE ISLAND - DEPARTMENT OF HUMAN SERVICES
11.2023 - Current
- Provided high-quality customer support by addressing inquiries and resolving technical problems.
- Training Facilitator for Family Child Care Program Spanish Session: Assisted facilitating informative training materials and curricula tailored to the needs of family childcare providers, covering topics such as business planning, financial management, marketing, regulatory compliance, and best practices in childcare.
- Translation of official documents: Assisted in the accurate translation of official documents from English to Spanish, ensuring that all content, including legal, technical, and administrative terminology, was correctly conveyed.
- CHILD CARE LICENSING DEPARTMENT ARPA - FAMILY CHILDCARE START-UP GRANT
TECHNICAL ASSISTANCE TEAM MEMBER
RHODE ISLAND - DEPARTMENT OF HUMAN SERVICES
09.2022 - Current
- Provided high-quality customer support by addressing inquiries and resolving technical problems.
- Adapted project plans quickly in response to shifting organizational priorities, demonstrating flexibility and a willingness to embrace change when necessary.
- Delivered exceptional service by actively listening to client concerns and promptly addressing any issues that arose.
- Maintained detailed records of customer interactions, ensuring accurate documentation and follow-up.
- Educated customers about payment processing and support of policies and procedures.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Help Desk responsibilities for EIMS assistance include system access and login support, such as resetting passwords, assisting with login errors, and verifying user credentials and permissions.
- Navigation and system functionality support involve helping providers access reports, logs, and case records, guiding them on entering or editing service logs, and troubleshooting system glitches.
- In service logging and billing, the Help Desk troubleshoots issues with logging services and assists with missing or incorrect service logs.
- Case and child record management support includes locating specific child records, assisting with updating Individualized Family Service Plans (IFSP), and guiding providers on accessing child progress reports.
- Technical troubleshooting covers reporting and escalating system-wide issues, providing browser or device troubleshooting tips (such as clearing cache or updating browsers), and suggesting the use of recommended browsers or refreshing pages.
- Lastly, escalation and follow-up involve creating and tracking tickets for unresolved issues.
- CHILD CARE LICENSING DEPARTMENT ARPA - PANDEMIC RETENTION BONUS GRANTS
CASE MANAGER
UNITED WAY
Orlando
03.2021 - 03.2022
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Assessed community needs and identified resources for social and community service programs.
- Researched best practices and developed strategies to improve program outcomes.
- Analyzed trends and data to inform decision-making and program development.
- Monitored program performance and outcomes for successful delivery of services.
- Utilized grant writing skills to secure additional program funding.
- Advocated for social and community service programs to increase awareness and funding.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
CASE MANAGER
PPS
Orlando
09.2018 - 01.2020
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Monitored program performance and outcomes for successful delivery of services.
- Coordinated individual referrals to obtain community services, advocate for client needs.
- Partnered with local organizations to expand access to social and community services.
- Advocated for social and community service programs to increase awareness and funding.
- Conducted community workshops to promote different programs and educate the public on available services.
- Assessed community needs and identified resources for social and community service programs.
HR ASSISTANT
MARTEX FARMS
01.2002 - 08.2018
- I supported full-spectrum HR operations, including recruitment, onboarding, employee relations, benefits administration, and compliance, ensuring the seamless functioning of human resources processes.
- I maintained confidential employee records, processed payroll documentation, and assisted with enforcing HR policies to uphold organizational standards.
- Serving as a liaison between management and staff, I facilitated clear communication and helped resolve workplace issues effectively.
- I contributed to disciplinary processes and termination procedures, while coordinating staff training and development initiatives to enhance employee performance.
- I also managed timekeeping records, supported health and safety programs in line with company policies, and delivered consistent administrative support to the HR department to ensure smooth day-to-day operations.
- Additionally, I assisted in developing job descriptions and organizational charts, participated in internal audits for labor law compliance, supported employee engagement initiatives such as wellness programs and recognition events, helped coordinate performance review cycles, and maintained HRIS systems by updating employee data, generating reports, and troubleshooting system issues as needed.
- My role also included assisting in staffing planning efforts and working closely with department leads to forecast personnel needs and streamline hiring strategies.
Education
Bachelor of Arts - Education
INTERAMERICAN UNIVERSITY
Ponce, Puerto RicoAssociate of Science - Medical Billing and Coding
PONCE PARAMEDICAL COLLEGE
Ponce, Puerto RicoSkills
- Human Resources Support
- Written Communication
- Organizational Skills
- Multitasking Abilities
- Goal Setting
- Self-Motivation
- Task Prioritization
- Customer assistance
- Data Entry
- Customer Relationship Management (CRM)
- Technical Support
- Microsoft Outlook
- Technical support
- Customer support
- Problem resolution
- Documentation management
References
Available upon request
Languages
- English
- Spanish, Native or Bilingual
- English, Full Professional
Timeline
TECHNICAL ASSISTANCE TEAM MEMBER
PUBLIC CONSULTING GROUP
10.2024 - Current
TECHNICAL ASSISTANCE TEAM MEMBER/ TRAINING SERIES
RHODE ISLAND - DEPARTMENT OF HUMAN SERVICES
11.2023 - Current
TECHNICAL ASSISTANCE TEAM MEMBER
RHODE ISLAND - DEPARTMENT OF HUMAN SERVICES
09.2022 - Current
CASE MANAGER
UNITED WAY
03.2021 - 03.2022
CASE MANAGER
PPS
09.2018 - 01.2020
HR ASSISTANT
MARTEX FARMS
01.2002 - 08.2018
Bachelor of Arts - Education
INTERAMERICAN UNIVERSITY
Associate of Science - Medical Billing and Coding
PONCE PARAMEDICAL COLLEGE