Hi, I’m
Wilma Austin-Burgos
League City,Texas
Summary
Administrative assistant with over 15 years of working experience in administrative support, HR and office management. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
26
years of professional experience
Work History
Federal Emergency Management Agency, FEMA
Help Desk Analyst
09.2021 - 02.2023
Job overview
- Provided Tier 1 and Tier 2 remote assistance to clients and colleagues while reviewing and processing FEMA claims.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Managed high levels of call flow
- Compiled and accurately entered data for each customer encounter to record in system.
- Maintained high customer satisfaction standards to meet or exceed target.
Newport News Juvenile Detention Center
Administrative Assistant
09.2016 - 06.2018
Job overview
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Generated reports and typed letters in Word and prepared PowerPoint presentations.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
Kids R Kids Learning Academy
Phonics Teacher Assistance
04.2016 - 07.2016
Job overview
- Supported student learning objectives through personalized and small group assistance.
- Collaborated with teachers for lesson preparation by preparing materials and setting up equipment.
- Provided support to help students with special needs learn and grow.
US Army
Recruiter
05.2012 - 06.2016
Job overview
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
- Operated and maintained applicant tracking and candidate management systems.
- Developed recruiting strategies to identify qualified candidates and build network.
- Facilitated new employee orientations to foster positive team attitude.
US Army
Equal Opportunity Advisor
10.2010 - 05.2012
Job overview
- Performed audits and deep document reviews to verify compliance with applicable laws.
- Took notes on interviews and other workplace investigations, compiled records and organized documentation for cases.
- Investigated employment practices or alleged violations of laws to document and correct discriminatory factors.
- Monitored implementation and impact of guidelines for nondiscriminatory employment practices.
- Planned workshops to help workplaces remain complaint free and support diverse employees.
US Army
Human Resources Administrator
12.2006 - 10.2010
Job overview
- Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.
- Maintained payroll and benefits for employees in various locations and diminished financial discrepancies through expert program management.
- Maintained company compliance with local, state and federal laws, in addition to established organizational standards.
- Monitored and handled employee claims involving performance-based and harassment incidents.
US Army
Cargo Specialist
10.1998 - 12.2006
Job overview
- Provided detailed training and safety protocol workshops to optimize performance and productivity of crew members.
- Verified documentation and condition of cargo to verify achieved quality standards.
- Achieved optimal balance by loading cargo in accordance with accurate calculations of aircraft center of gravity and specific flight requirements.
- Used handheld scanners to track and maneuver cargo through distribution network.
US Army
Logistics Specialist
10.1996 - 10.1998
Job overview
- Coordinated incoming and outgoing shipments to maintain schedules.
- Tracked supply, equipment and product inventory quantities to maintain necessary levels.
- Issued timely and accurate responses to both internal and external inquiries.
- Managed and tracked package transfers such as bills of lading, delivery receipts, packing lists and load tags.
Education
College of The MainlandTexas City, TX
Associate of Science from Healthcare Information Management
12.2024
Grantham UniversityLenexa, KS
Bachelor of Science from Liberal Arts And General Studies
05.2024
Mckeesport Area Senior High SchoolMcKeesport
High School Diploma
05.1992
Skills
- Microsoft Office Systems Proficient
- Public Speaking
- Interviewing Clients
- Organizational Skills
- Help Desk Support
- Excellent bilingual communication and verbal (Adv Spanish)
- Confidentiality and Data Protection
- Transportation Planning
- Time Management
- Standards Compliance
- Exceptional Customer Service
- Supervising
Languages
Spanish
Native or Bilingual
Timeline
Help Desk Analyst
Federal Emergency Management Agency, FEMA
09.2021 - 02.2023
Administrative Assistant
Newport News Juvenile Detention Center
09.2016 - 06.2018
Phonics Teacher Assistance
Kids R Kids Learning Academy
04.2016 - 07.2016
Recruiter
US Army
05.2012 - 06.2016
Equal Opportunity Advisor
US Army
10.2010 - 05.2012
Human Resources Administrator
US Army
12.2006 - 10.2010
Cargo Specialist
US Army
10.1998 - 12.2006
Logistics Specialist
US Army
10.1996 - 10.1998
College of The Mainland
Associate of Science from Healthcare Information Management
Grantham University
Bachelor of Science from Liberal Arts And General Studies
Mckeesport Area Senior High School
High School Diploma
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