Rosa Resendez
Yuma,AZ
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Border Patrol Processing Coordinator
U.S. Customs and Border Protection
03.2023 - Current
- Currently serving a year detail at Movement Coordination Cell (MCC) from 07/2023 to present.
- Managed high-volume data entry tasks, resulting in accurate and timely updates to records with daily reporting.
- Reduced processing errors by implementing stringent quality control measures and providing staff training.
- Conducted regular process audits, identifying inefficiencies and recommending corrective actions to optimize operations to supervisory staff.
- Monitored workflow progress regularly, reallocating resources as needed to maintain consistent operational performance levels across all movement.
- Analyzed historical trends in processing volumes, forecasting future needs accurately to ensure adequate resources were maintained during peak periods.
Processing Coordinator
SOSi
05.2022 - 03.2023
- Received available data for initial intake of detainees.
- Maintain well-being of detainees outside of a secure complex, inventorying, tagging, and store detainee's personal property for tracking purposes.
- Log the status of welfare checks of occupants, visual inspections of temporary holding areas and input information into the appropriate processing system.
- Draft and maintain administrative paperwork and reports related to property, transportation and deportation documentation.
- Enter data in customer portal, linking family units and family groups (FMU/FMG) in e3 Database applications.
- Store and returns property, and conducts inventories weekly.
- Conduct roll calls, crates manifest for detainees for the deportation or transportation to designated programs.
- Update modules with cell assignments and custodial actions (food, medical, phone calls, and other amenities) for detainees in custody.
Hotel Front Desk Agent
Holiday Inn
03.2022 - 06.2022
- Kept accounts in balance and ran daily reports to verify totals.
- Collected room deposits, fees, and payments.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Coordinated with vendors for repair and maintenance of hotel.
Sales Manager, Sales Assistant Manager, Collection Specialist
AcceptanceNow - Rent-A-Center
10.2016 - 09.2021
- Lead sales team to weekly and monthly goals
- Expert at CRM- top coworker at most categories
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Increased yearly sales by 20%
- Won perform to win contest 2019.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Hotel Operations Supervisor
Days Inn By Wyndham
11.2015 - 01.2017
- Oversaw day-to-day operations of 51-room hotel with staff of 12 employees including maintenance and laundry departments.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Responsible for managing department budgets.
Sales Counselor
Conn's Home Plus
10.2014 - 10.2015
- Managed customer accounts to secure customer satisfaction and repeat business.
- Contributed to team objectives in fast-paced environment.
- Assisted department heads.
- Informed customers of promotions to increase sales productivity and volume.
- Attended monthly sales meetings and quarterly sales trainings.
- Achieved or exceeded company-defined sales quotas.
Group Home Facility Manager
Remi Vista, Inc
10.2007 - 12.2013
- Developed and oversaw budgets for facilities and worked below cost restraints.
- Boosted employee satisfaction with well-maintained workspaces and prompt resolution of maintenance requests.
- Continuously expanded professional knowledge by attending workshops, conferences, and trainings related to developmental services work.
- Developed strong rapport with clients by demonstrating empathy, understanding, and patience during interactions.
- Mentored new Developmental Services Workers through hands-on training sessions and guidance on best practices.
- Administered medication safely under strict guidelines, ensuring proper dosage and adherence to prescribed schedules.
Executive Secretary/Administrative Assistant
Guam Football Association
12.2004 - 08.2007
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Updated and maintained confidential databases and records.
- Drafted correspondence and other documents for President and department heads in company's voice.
- Wrote reports, executive summaries and newsletters.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Handled logistics, agendas and travel arrangements for meeting and event planning for board of directors and president.
- Collected information on existing programs to demonstrate cohesive and sustainable organization to funders.
Legal Assistant/Paralegal
Torres, Limtiaco, Cruz & Sison, PLLC
11.2003 - 12.2004
- Communicated pertinent information to clients via phone, email, and mail.
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
- Facilitated timely resolution of legal matters by preparing and organizing essential documents.
- Reviewed Deed of Trust, Title Commitment, and prior bankruptcies documents.
- Prepared various exhibits for attorneys for public meetings, zoning commission meetings, and legal resolutions.
- Assisted with trial preparation, including creation of exhibits, compilation of witness lists, and organization of evidence materials.
- Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
Legal Secretary/Paralegal
Arriola, Cowan & Arriola
04.2001 - 11.2003
- Served as secretary to Guam Bar Association President in addition to my regular secretarial duties.
- Drafted legal documents with accuracy and efficiency, contributing to a high success rate in court hearings.
- Assisted attorneys in trial preparation for successful prosecution of complex criminal cases.
- Supported attorneys during trials with seamless exhibit management and efficient retrieval of pertinent documents.
- Revised and finalized letters, briefs, and memos.
Supervisor/ Keyholder
Olga Warner's
06.1998 - 05.2001
- Maintained compliance with company policies, objectives, and communication goals.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
Youth Member Mentor
AmeriCorps State & National-Served at Department of Youth Affairs
02.1997 - 01.1998
- Assessed community needs and identified resources for social and community service programs.
- Mentored and coached youth for to improve lives, strengthen communities, and foster civic engagement through service and volunteering.
- Conducted outreach activities to engage local stakeholders in programs.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Evaluated program success through ongoing assessment of key performance indicators, making data-driven adjustments as needed.
Retail Sales Executive
Paul's Guam, Inc
10.1991 - 02.1997
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
- Managed vendor relationships and negotiated contracts to obtain best prices and value for money.
- Maintained and processed invoices, deposits, and money logs.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
Education
Associate in Science (AS) - Healthcare accounting
Ultimate Medical Academy-Tampa
09.2022
Bachelor's degree - Organizational Leadership
Simpson University
05.2011
Associates of Science - Criminal Justice with emphasis in Administration
Guam Community College
12.2000
Skills
- Strategic Planning
- Account Reconciliation
- Root Cause Analysis
- Operations Management
- Logistics Management
- Data Analysis
- Credit and collections
- Administration and Operations
- Database Administration
- Quality Assurance
- Budget Administration
- Data Entry
- Calm Under Pressure
- Analytical and Critical Thinking
- Fluent in Spanish
Certification
- Adult Aid CPR AED All Ages, Homeland Security Instructor - 03/01/203 - present
- Collapsible Straight Baton, FLETC & CBP - 03/2023
- Oleoresin Capsicum Spray Certification, FLETC - 03/2023
- Firearms- 9mm, FLETC & CBP Instructor - 03/2023; 02/28/24 quarterly qualifications
Driver License
06/01/14, 07/01/37, D, Arizona
Personal Information
Willing To Relocate: Anywhere
Timeline
Border Patrol Processing Coordinator
U.S. Customs and Border Protection
03.2023 - Current
Processing Coordinator
SOSi
05.2022 - 03.2023
Hotel Front Desk Agent
Holiday Inn
03.2022 - 06.2022
Sales Manager, Sales Assistant Manager, Collection Specialist
AcceptanceNow - Rent-A-Center
10.2016 - 09.2021
Hotel Operations Supervisor
Days Inn By Wyndham
11.2015 - 01.2017
Sales Counselor
Conn's Home Plus
10.2014 - 10.2015
Group Home Facility Manager
Remi Vista, Inc
10.2007 - 12.2013
Executive Secretary/Administrative Assistant
Guam Football Association
12.2004 - 08.2007
Legal Assistant/Paralegal
Torres, Limtiaco, Cruz & Sison, PLLC
11.2003 - 12.2004
Legal Secretary/Paralegal
Arriola, Cowan & Arriola
04.2001 - 11.2003
Supervisor/ Keyholder
Olga Warner's
06.1998 - 05.2001
Youth Member Mentor
AmeriCorps State & National-Served at Department of Youth Affairs
02.1997 - 01.1998
Retail Sales Executive
Paul's Guam, Inc
10.1991 - 02.1997
Associate in Science (AS) - Healthcare accounting
Ultimate Medical Academy-Tampa
Bachelor's degree - Organizational Leadership
Simpson University
Associates of Science - Criminal Justice with emphasis in Administration
Guam Community College
- Adult Aid CPR AED All Ages, Homeland Security Instructor - 03/01/203 - present
- Collapsible Straight Baton, FLETC & CBP - 03/2023
- Oleoresin Capsicum Spray Certification, FLETC - 03/2023
- Firearms- 9mm, FLETC & CBP Instructor - 03/2023; 02/28/24 quarterly qualifications
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