Serena Cruz
Department of Military & Veterans Affairs
Lebanon,PA
2
Languages
12
years of professional experience
Dedicated administrative professional skilled in managing office operations and supporting leadership initiatives. Experience includes coordinating events, developing training programs, and drafting reports that enhance efficiency and communication. Known for strong interpersonal skills and the ability to adapt quickly in dynamic environments.
Work History
Administrative Officer 1
2 Years 1 Month- Manages administrative operations by providing direct supervision to Management Technician, and Administrative Assistant.
- Manages Bureau of Veteran homes office operations by reviewing work for accuracy, completeness, priority order, scheduling, task delegation, and issue resolution.
- Works with Bureau of Veterans Homes leadership on program changes, spending codes, office practices, special assignments, and project coordination with Veterans’ Homes staff, vendors, and consultants.
- Assist Bureau of Veteran Homes leadership and hiring managers/supervisors with hiring process, staffing needs, and HR processes.
- Coordinates bi-annually senior leadership conference for Bureau and other conferences within departments of Bureau of Veteran Homes.
- Develops and delivers training to support use of new software and other office technologies in the Bureau.
- Serves as SME for Digital Signage across 6 long term care facilities.
- Manages office employee responsibility for building evacuation and emergency response.
- Complete research and drafted reports, information papers, read-aheads, and decision papers with findings and recommendations.
- Represented BVH leadership at meetings and provided after-action reports.
- Provided assistance with grant applications for Bureau projects and initiatives.
Clerical Assistant 2
1 Year 10 Months- Act as a subject matter expert (SME) for all Bureau HQ staff with SAP travel coordination and reimbursement.
- Functionally fluent with all administrative tasks, policies, activities, and procedures assigned.
- Functions as the communication hub for the Division of Operations. Responsible for management communications.
- Functions as the Office of Veteran Affairs (OVA) liaison between headquarters and the six veterans' bureaus.
- Coordinates and communicates all BVH staff with the OVA.
- Responsible for organizing Bureaus Semi-Annual Conference. Coordinates all details, such as hotel reservations, presentation logistics.
- Proofread completed materials for accuracy and maintained records.
- Provides weekly, monthly, and ad hoc reports for the OVA.
Clerk 2
10 Months- Organized and maintained confidential document filing system to ensure easy access and compliance with privacy standards.
- Served as point of contact to route communication requests for clients and employees, ensuring timely delivery of sensitive documents.
- Acted as liaison for office clerical functions using word processing and other software, email, and office machines.
- Facilitated routing of communication requests to appropriate internal office personnel, improving workflow efficiency.
- Created, updated, and controlled detailed documents, charts, and spreadsheets to sort and share company information.
Secretary D
11 Months- Managed and coordinated multiple calendars and contacts using enterprise computer software.
- Managed and organized filing system of paper and electronic documents to include the creation of an archiving strategy.
- Handling legal documents while ensuring confidentially and sensitivity of the subject material was maintained.
- Managed departmental communication.
- Processing applications and assigning agency Attorneys to clients for Juvenile/Criminal court.
- Responsible to oversee the invoices for payment; control fiscal management practices to maintain budget as appropriate.
Customer Service Representative/ Supervisor
2 Years 11 Months- Responsible for training staff to provide excellent customer service with challenging customers.
- Responsible to coordinate over 10 cashiers' personnel schedules to maintain the appropriate staff level required by headquarters.
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies.
- Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call.
- Mentored employees by following up on deficiency areas and providing additional training as needed.
- Train employees on changes of policy.
- Implemented changes in procedures, practices and policies based on feedback from customers or management.
Education
High School Diploma
Skills
Relationship Building
Communication
Problem solving
Computer literacy
Administrative Tasks
Complex task coordination
Peer Relationships
Administrative Support
Process awareness and creation
Issue and resolution identification
Customer Satisfaction
Staff Supervision
Event coordination
Training development
Report writing
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Administrative Officer 1
Department of Military & Veterans Affairs
09.2024 - CurrentRead More
Clerical Assistant 2
Department of Military & Veterans Affairs
11.2022 - 09.2024Read More
Clerk 2
Department of Human Services
01.2022 - 11.2022Read More
Secretary D
Lebanon County Public Defenders Office
02.2021 - 01.2022Read More
Customer Service Representative/ Supervisor
Kmart
08.2014 - 07.2017Read More
Lebanon High School
High School Diploma
Read More
Education
- SharePoint for End Users
- Lean Awareness
- Performance Management
- SAP Concur Travel Expense
- Office 365 Accessibility
- Digital Signage