Teresa Calvillo
San Martin,CA
Summary
Dynamic Records Analyst with Gryphon Financial Group, adept at streamlining document processing and enhancing information accessibility. Proven ability in records management and exceptional customer service, leading to improved operational efficiency. Recognized for fostering teamwork and collaboration while maintaining confidentiality and attention to detail in handling sensitive materials.
Overview
24
24
years of professional experience
Work History
Records Analyst
Gryphon Financial Group
06.2019 - 06.2025
- Streamlined document processing for increased efficiency and better information accessibility.
- Maintained confidentiality in handling sensitive materials, protecting company and client information from unauthorized access or disclosure.
- Facilitated cross-departmental communication regarding recordkeeping best practices, fostering a culture of transparency, accountability, and collaboration.
- Spearheaded the transition from paper-based to electronic recordkeeping, modernizing company archives and increasing operational efficiency.
- Resolved discrepancies in data entries by conducting thorough investigations and collaborating with relevant departments for clarification when necessary.
Front Desk Receptionist
Le Pooch Grooming and Boutique
06.2021 - 10.2021
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Organized and maintained files and records to ensure up-to-date documentation.
- Put Animals in Cages and assisted in grooming occasionally.
- Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
- Confirmed appointments, communicated with clients, and updated client records.
- Compiled information from files and research to satisfy information requests.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Tour Coordinator
Spina Farms Pumpkin Patch
08.2018 - 10.2018
- Guided groups of up to 20 children on scheduled tours.
- Educated patrons on points of interest and encouraged tour group members to ask questions.
- Greeted guests warmly and explained what to expect on the pumpkin patch tour.
- Sustained friendly, courteous communications with visitors throughout each tour.
- Analyzed feedback from clients to identify areas for improvement in future tours and offerings.
- Delivered exceptional customer service by promptly resolving any issues or concerns related to tour arrangements or accommodations.
Teleservice Representative
Kaiser Permanente
12.2001 - 06.2008
- Streamlined call handling processes for improved response times and increased productivity.
- Delivered single call resolutions and maintained customer satisfaction through quality servicing.
- Minimized escalations by identifying and addressing client needs.
- Handled sensitive account information securely following company protocols to maintain confidentiality at all times.
- Prioritized workload effectively under pressure while maintaining a calm disposition during peak call periods.
- Exceeded performance metrics regularly by staying focused on customer needs and providing exceptional service.
- Achieved high first-call resolution rates by effectively troubleshooting customer issues.
- Reduced escalations by effectively resolving conflicts through active listening, problem-solving skills, and professional demeanor during difficult conversations.
- Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
- Built relationships with customers using strong persuasion and active listening skills.
- Answered calls, took messages, and transferred calls to correct individuals.
- Asked pertinent questions to understand customer requirements.
- Recorded contact information of customers and potential customers in internal database.
- Recorded and updated customer information in online systems.
PBX Hotel Operator
Rosewood CordeValle
05.2001 - 12.2001
- Played an integral role in maintaining a positive work environment within the PBX department, promoting teamwork and collaboration.
- Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
- Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
- Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
- Worked closely with front desk staff to confirm guest reservations and provide assistance when needed, fostering teamwork across departments.
- Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
- Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
- Provided exceptional customer service to hotel guests by promptly addressing any issues that arose during their stay.
- Contributed to higher guest satisfaction scores through effective communication and problem-solving skills.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Operated switchboard and routed incoming calls to appropriate departments.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Followed up on customer inquiries to confirm issues were adequately addressed.
Education
General Studies
Mt. Pleasant High School
San Jose, CA06-1988
Skills
- Clerical skills
- Appointment scheduling
- Document analysis
- Records management
- Phone answering
- Teamwork
- Organization skills
- Fast learner
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Flexibility
- File/records maintenance
- Microsoft office
- Documentation and recordkeeping
- Filing management
- Data entry
- Accounts payable
- Self motivation
- Analytical thinking
- Computer literacy
- Office support
- Scanners and copiers
- Record keeping
- Time management abilities
- Continuous improvement
- File management
- Office equipment operation
- Proactive Self-starter
- File maintenance
- Data entry software
- Research abilities
- General office functions
Timeline
Front Desk Receptionist
Le Pooch Grooming and Boutique
06.2021 - 10.2021
Records Analyst
Gryphon Financial Group
06.2019 - 06.2025
Tour Coordinator
Spina Farms Pumpkin Patch
08.2018 - 10.2018
Teleservice Representative
Kaiser Permanente
12.2001 - 06.2008
PBX Hotel Operator
Rosewood CordeValle
05.2001 - 12.2001
General Studies
Mt. Pleasant High School
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