Fernando Madrigal
San Luis,AZ
Summary
Experienced Administrative Assistant with extensive knowledge in office management. Proven office and personnel management skills, with equal ability in lead and support roles. Supervisor and Local Office Manager Skills gained per hands on experience. Experience managing workload and BES to be distributed based on real time work needs, using judgement and responsibility on decisions made to maximize production. Forecasting trends and how to adjust based on this forecast for upcoming events in the workday. Proficient in excel and google sheets and Docs, Excel, word. Effectively managing multiple projects, vast knowledge and experience interpreting Policy and Laws. Knowledge on coaching, counseling, and listening as well as good communication with staff. 8 Years’ experience in eligibility programs (Aztecs, HeaPlus, Bilingual (English and Spanish), 3 years in call center experience.
Overview
13
13
years of professional experience
Work History
Benefits and Eligibility Specialist Senior
DES
11.2015 - Current
- Maximized employee performance by setting effective objectives and standard practices, distributing workload amount workers to maximize office performance
- Knowledgeable with family Assistance system and software, email and task management, Google Suite (Google Sheets, google docs) and MS office software such as Word and Excel
- Work efficiently with others at all levels of organization (Peers, other units and regions, and all levels of Management)
- Set staff schedules to optimize coverage of all areas, and delegating assignments to meet coverage and service demands
- Strong analytical and mathematical reasoning skills gain through experience, on the spot critical thinking, very detail oriented
- Gain experience building up reports to analyze data, this based on own experience on interpreting reports
- Experience prioritizing workload base on changing environment and making on the sport decisions
- Assist with Monitoring of Workers Calls and Cases to comply with Office Quality and Performance requirements
- Coach and mentor workers after call monitor and review to increase case quality and reduce their error rate, conduct in office case reads, and call monitors
- Communicated with management when customer issues escalated and worked to find resolutions
- Trained by Local Office Manager to handle Basic Project management and to have high organization skills
- Developing Clear and concise written procedures, understand and reinforce policies and procedures With Peers
- Accomplished multiple tasks within established timeframes
- Onboarded new employees with training and new hire documentation.
Security Officer / Acting Supervisor
Cocopah Casino
03.2012 - 11.2015
- Provided a safe place area for customers and employees
- Built strong relationships with employees of all departments including Management staff
- Dispatched the correct Officer to the correct locations and maintained a strategic workflow
- Assisted with management duties as Acting Supervisor working alongside Managers and camera surveillance team
- Acquired knowledge required by position on Gaming regulations and gambling regulations
- Instructed as First Aid respondent and self-defense
- Maintained frequent supervision of Security officers and maintained a rotation schedule to be follow throughout the workday.
Agent
Advance Call Center Technologies
06.2011 - 08.2012
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Maintained compliance with company policies, objectives, and communication goals
- Resolved issues quickly to maintain productivity goals
- Provided exceptional customer service to foster client loyalty and satisfaction
- Kept detailed track of sales and customer information in company system
- Negotiated contracts and sales terms with new and existing clients.
Education
No Degree - Fire Sciences
Arizona Western College
Yuma, AZSome College (No Degree) -
Arizona Western College
Yuma, AZHigh School Diploma -
San Luis High School
San Luis, AZ05.2008
Skills
- Data Entry and Database Software
- Strategic Planning
- Customer Complaint Resolution
- Data Research and Analysis
- Multitasking and Time Management
- Google Drive
- Computers and Technology
- Data Gathering
- Goals and Performance
- Special Assignments
- Team Management
- Office Management
- Report Preparation and Analysis
- Staff Training
Languages
Spanish
Native or Bilingual
Timeline
Benefits and Eligibility Specialist Senior
DES
11.2015 - Current
Security Officer / Acting Supervisor
Cocopah Casino
03.2012 - 11.2015
Agent
Advance Call Center Technologies
06.2011 - 08.2012
No Degree - Fire Sciences
Arizona Western College
Some College (No Degree) -
Arizona Western College
High School Diploma -
San Luis High School
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