BBA - Human Resources
University of Puerto Rico - Humacao
Humacao, PR06.2005
ROSA MARIE DE JESUS
Kissimmee,FL
Summary
Experienced Administrative Manager, supporting corporate Vice President and senior management personnel with demonstrated expertise in operational leadership, administration, recruiting and management optimizing productivity, efficiency and service quality. Driven problem solver handles multiple tasks and projects simultaneously.
Education
Skills
- Excellent organization
- Detail Oriented
- Microsoft Office
- Teamwork
- Work Under Pressure
- Data Confidentiality
- Staff Orientation and Training
- Management and Leadership
- Problem Resolution
- Human Resources
- Customer Service
Languages
Spanish
Full Professional
Timeline
Administrative Manager - Service & Support
LaserStar Technologies
07.2020 - Current
Administrative Service Specialist
LaserStar Tecgnologies
07.2018 - 07.2020
Administrative Coordinator
LaserStar Technologies
02.2018 - 07.2018
Administrator/Office Manager
Gelato Supplies Company
12.2015 - 03.2017
Lead Teller, Customer Service
Wells Fargo
04.2010 - 08.2015
BBA - Human Resources
University of Puerto Rico - Humacao
Work History
Administrative Manager - Service & Support
LaserStar Technologies
07.2020 - Current
- Works under direction of VP to ensure employees are following standard operation and administrative procedures by company policies.
- Supervise, manage, mentor staff and delegate tasks to maintain positive, productive administrative operations.
- Interview, recruit and onboard new employees with training and new hire documentation.
- Review, adjust and approve time cards for accurate payroll processing functions.
- Train staff to ensure administrative policies and procedures for service department.
- Review and evaluate employee performance and conveyed constructive feedback to improve skills.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones.
- Assist service technicians with complicated transactions to maintain customer satisfaction and quickly rectify issues.
- Built and maintain excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Serve as primary point of contact for customers experiencing product issues, delivering exceptional service throughout entire warranty process.
- Streamline returns process for quicker resolution, implementing systematic approach to handling returned items.
- Work together with accounting department approving credit refund requisitions forms for return items under warranty and non warranty after quality control inspection.
- Processing orders payments and invoicing.
Administrative Service Specialist
LaserStar Tecgnologies
07.2018 - 07.2020
- Answered multi-line phone system, created support service tickets for customers issues with their laser machines systems and assign tickets to service technician.
- Delivered exceptional customer service by phone and email by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized customer service software Hubspot to manage interactions and track customer service tickets and satisfaction.
- Created and updated customers account on CRM software (Winman), to place orders and maintain customers account information.
- Created quotes, received and processed payments and invoicing orders.
- Managed different email to create quotes, process orders and answer questions about products and services.
- Coordinated travel arrangements for staff members; booked flights, ground transportation and hotel accommodations.
- Prepared outbound shipments, intercompany shipments and international shipments using Fedex Ship Manager, UPS Worldship and DHL.
- Prepared and attached all shipping related documents to shipments, such as packing slips, bill of landing, and commercial invoices.
- Assisted in recruitment process by reviewing resumes, scheduling interviews, and providing feedback on candidate qualifications.
- Receiving returned items under warranty and non warranty, processed them in system for quality department inspections.
- Submitted credit refund requisition form to accounting department for processing after inspection and approval.
- Receiving customer components for repair, created repair quotes and ship them back to customers once repair is completed.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Administrative Coordinator
LaserStar Technologies
02.2018 - 07.2018
- Operated multi-line telephone system to answer and direct high volume of calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants for products, services and company information.
- Created quotes for spare parts as per customer requested.
- Managed different email to create quotes, process orders and answer questions about products and services.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Prepared outbound shipments, intercompany shipments and international shipments using Fedex Ship Manager, UPS Worldship and DHL.
- Prepared and attached all shipping related documents to shipments, such as packing slips, bill of landing, and commercial invoices.
Administrator/Office Manager
Gelato Supplies Company
12.2015 - 03.2017
- Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
- Streamlined office operations by implementing efficient administrative systems and procedures.
- Oversaw maintenance of office facilities and equipment by collaborating with and inspecting work of repair contractors.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Improved vendor relationships through diligent communication and prompt issue resolution.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
- Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Lead Teller, Customer Service
Wells Fargo
04.2010 - 08.2015
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Provided approvals in accordance with bank's policies and procedures when needed to complete certain transactions.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Assisted with scheduling, training, assignments of work.
- Mentored and trained new tellers on bank procedures and customer service standards.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Secured confidential information using highest of standards.
- Managed daily bank operations by processing customer transactions and providing exceptional customer service.
- Implemented security measures to protect sensitive client information and financial assets from potential fraud or theft.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Replenished ATM funds in empty canisters prior to validation process.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Executed wire transfers, stop payments and account transfers.
REFERENCES
Lisa Braga
401-431-4500
LaserStar Technologies
Executive Assistant of CEO
Manuel Peralta
407-300-2332
LaserStar Technologies
Service Manager
Overview
14
14
years of professional experience
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