Susie Lucero
Thornton,CO
Summary
Accomplished administrative professional with extensive experience in office management and customer service. Skilled at implementing effective systems to enhance productivity, while ensuring exceptional client support and satisfaction. Strong communicator dedicated to fostering relationships and resolving issues promptly.
Overview
15
15
years of professional experience
Work History
Home Care Provider
PPL
San Luis, Colorado
08.2025 - 03.2026
- Assisted client with personal care including bathing, grooming, and dressing.
- Administered medications and monitored health conditions to ensure client well-being.
- Supported mobility and facilitated safe transfers between beds, chairs, and wheelchairs to promote independence.
- Prepared meals and assisted with feeding.
- Engaged clients in conversation to enhance emotional connection and provide support.
- Transported clients to appointments and activities and ran errands.
- Performed housekeeping duties including cleaning and laundry.
Office Manager
Costilla County Planning and Zoning
San Luis, Colorado
07.2020 - 08.2024
- Maintained office services by organizing operations and procedures, preparing payroll, controlling correspondence, designing filing systems for records keeping, reviewing and approving supply requisitions, and monitoring clerical functions to ensure smooth workflow.
- Enhanced office efficiency by planning and implementing systems, optimizing layout, and procuring equipment to support daily operations.
- Designs and implements office policies by establishing standards and procedures.
- Support company operations by maintaining office systems and supervising staff.
- Completed operational requirements by scheduling and assigning employees, ensuring timely follow-up on tasks to meet deadlines.
- Participate actively in the management of the office by performing and coordinating routine administrative, clerical and procedural work tasks.
- Responded promptly to internal and external requests for information, ensuring clear communication.
- Manages incoming calls effectively and efficiently.
- Demonstrated excellent written and oral communication skills in various professional contexts.
- Maintained utmost discretion while handling sensitive topics to ensure confidentiality.
- Displays a high level of initiative, effort and commitment in completing all assignments.
- Organizes official and chronological files to comply with established records management procedures and policies.
Customer Service Supervisor
Veterans Affairs Health Administration
Denver, Colorado
01.2011 - 06.2019
- Addressed and resolved customers' compliance issues empathetically and professionally.
- Investigated sensitive customer service complaints, delivering prompt resolutions that ensured customer satisfaction.
- Achieved high customer satisfaction scores by de-escalating complaints quickly.
- Defused volatile situations calmly and courteously.
- Assisted staff with resolving complex customers' issues and implementing targeted solutions.
- Coached staff on performance enhancement strategies, resulting in improved customer relations.
- Oversaw customer service staff activities, providing regular performance feedback to enhance team effectiveness.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Organized effective shift assignments to meet expected coverage.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Fostered a climate of collaboration between the general public and Veterans Affairs to improve voluntary compliance.
- Researched, documented, and resolved accounts accurately.
- Gathered and verified all required authentication to eliminate unauthorized disclosure.
- Acted professionally and patiently when addressing negative taxpayers’ feedback.
- Work Systems used daily: Microsoft Word, Excel, Outlook, Quality Assurance Systems, Accurint.
Education
GED -
Community College of Denver
Skills
- Health care standards
- Patient documentation
- Customer service excellence
- Project management
- Resource management
- Scheduling and calendar management
- Time management
- Attention to detail
- Office software proficiency
- Organizational skills
- Problem solving
- Team collaboration
- Communication skills
- Research skills
Timeline
Home Care Provider
PPL
08.2025 - 03.2026
Office Manager
Costilla County Planning and Zoning
07.2020 - 08.2024
Customer Service Supervisor
Veterans Affairs Health Administration
01.2011 - 06.2019
GED -
Community College of Denver