Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
References
Timeline
Generic

Rosalina Casillas

Los Angeles,CA

Summary

Meticulous and systematic Administrative Assistant skilled in organizing, planning and managing daily clerical needs. Bringing solid expertise in coordinating documents, reports and records, handling correspondence and managing deliveries. Skilled in oral and written communication, team leadership and relationship-building. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

14
14
years of professional experience

Work History

Housekeeping

Providence Little Company of Mary Hospital
10.2022 - 03.2023
  • Maintain cleanliness of rooms, restrooms, hallways and other areas of the Hospital
  • Prepare and complete daily activity reports documenting areas cleaned and sanitized
  • Kept housekeeping cart stocked and re-stocked additional carts when needed
  • Implemented protocols for thorough sanitization and disinfection of hospital facility against COVID-19 Tasks Cleaning, sanitizing, disinfecting room organizing, and customer service with patients and relatives
  • Prepared rooms for incoming Patients.

General Labor/Packer

Sol-Pak
09.2021 - 10.2022
  • Excellent knowledge if general warehouse, arrangement, and item recognition codes
  • Prepared product for shipment by packing items according to order sheet
  • Consistently met production standards by accurately completing product orders
  • Maintain quality control policies and federal regulations according to factory specifications
  • Maintain a clean, neat and orderly work area
  • Ensuring that container/boxes are marked properly and labeled appropriately
  • Checking the product to ensure that it is in proper working condition and is not damaged.

Account Associate

Westlake Financial Services
10.2013 - 07.2022
  • Strong knowledge of FDCPA, TCPA, and FRC Legal Collection experience
  • Locate and notify customers of delinquent accounts by email and phone calls to solicit payments
  • Arrange for debt repayment or establish repayment schedules based on customers financial situations
  • Handled a high volume of in-bound and outbound calls
  • Properly documented the discussion that occurred during the call and actions made on the account
  • Maintained high efficiency in a fast-paced call center setting
  • Achieved perfect scores on all phone monitors throughout tenure

Receptionist/Front Desk

Alliance for College-Ready Public Schools and The Accelerated Charter School
07.2012 - 10.2013
  • Welcome visitor’s determine nature of business, and direct visitors to suitable employee Communicate with Parents, employees, and other individuals to answer questions, disseminate or explain information
  • Answer Telephones, direct calls and take messages
  • Front Office Clerk
  • Compile, copy, sort, and file records of office activities.

Customer Service Specialist

Cavalier Logistics
02.2011 - 04.2012
  • Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues
  • Executed and developed methods to obtain post-production product feedback from customers
  • Reorganized and revised standard operating procedures to streamline processes and improve communication and collaboration.

Customer Service Representative

National Stores
09.2009 - 02.2011
  • Answered inbound calls, chats, and emails to facilitate customer service
  • Fielded customer complaints and queries, fast-tracking for problem resolution
  • Upheld quality control policies and procedures to increase customer satisfaction
  • Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
  • Mentored new employees on procedures and policies to maximize team performance.

Education

Currently Attending -

Santa Monica College
01.2023

High School Diploma -

Huntington Park Senior High
01.2007

Skills

  • Salesforce
  • Phone Etiquette
  • Data Entry
  • Microsoft Office
  • Bilingual: English/Spanish
  • Money Handling Abilities
  • Collections Management
  • Housekeeping Operations
  • Excellent Negotiation Skills
  • Office Administration Abilities
  • Past Due Procedures
  • Administrative Coordination
  • Inbound And Outbound Calling
  • Call Monitoring
  • Call Center
  • [Software] Crm System Proficiency

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Accomplishments

  • Provided Language support leading to a 20% increase in client satisfaction.
  • Coordinated with prospective employees and scheduled interviews in a timely manner, leading to 25+ new full-time hires.
  • received "Customer Service Representative" of the month award out of 15 other representatives in the division. Results were based on speed, quotas, and customer satisfaction.
  • Received 8 plaques for outstanding dedication and exceptional performance.
  • Achieved a 98% customer satisfaction score consistently every year.
  • Resolved 90% of customer complaints within the first call, improving first-call resolution rates.
  • reduced average call handling time by 15% without compromising on service quality.

References

References available upon request.

Timeline

Housekeeping

Providence Little Company of Mary Hospital
10.2022 - 03.2023

General Labor/Packer

Sol-Pak
09.2021 - 10.2022

Account Associate

Westlake Financial Services
10.2013 - 07.2022

Receptionist/Front Desk

Alliance for College-Ready Public Schools and The Accelerated Charter School
07.2012 - 10.2013

Customer Service Specialist

Cavalier Logistics
02.2011 - 04.2012

Customer Service Representative

National Stores
09.2009 - 02.2011

Currently Attending -

Santa Monica College

High School Diploma -

Huntington Park Senior High

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