Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Guadalupe Castro

Pasadena

Summary

Experienced Telephone Operator with a strong passion for delivering exceptional phone reception services. Over the course of 12 years, I have worked with various companies, consistently demonstrating enthusiasm and dedication to providing outstanding customer service. With an energetic personality, I create a positive and welcoming atmosphere for callers, ensuring efficient and professional assistance. Expertise in managing a large team of over 100 employees has led to effective coordination and streamlined operations, resulting in improved productivity and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Guest Services

USC
08.2024 - Current
  • Coordinated volunteer training programs to enrich their knowledge base and improve overall guest services within the coliseum setting.
  • Collaborated with other department managers to identify areas for improvement in overall coliseum operations and guest services.
  • Participated in staff meetings to discuss improvements to guest services and implement new policies or procedures.
  • Implemented cost-saving measures without compromising the quality of guest services or amenities provided.
  • Demonstrated flexibility in adapting to various roles within the coliseum environment when needed, including assisting with guest services, security details, or administrative duties.

Scheduling Coordinator

Easterseals
01.2021 - Current
  • Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
  • Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
  • Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
  • Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
  • Responsible for the schedule coordination of behavior therapists with families in need of services based on various factors: authorized therapy hours, location, and availability
  • Manage all client and staff schedules with use of scheduling software
  • Work to impact employee satisfaction by enhancing their work schedule, productivity, and earnings potential, while minimizing drive times
  • Work to impact client family satisfaction and progress by enhancing the fulfillment of their authorized hours
  • Track awaiting clients to launch the start of their therapy services
  • Communicate with families in a complete, timely, accurate manner about potential start dates of services
  • Track, maintain and adjust schedules to reflect client family and staff availability changes
  • Track cancellations/make-up hours
  • Create training schedule for new hire therapists to shadow existing client therapy sessions
  • Ensure all staff hours are scheduled in accordance with company policies
  • Review and audit Clinical Supervisors direct and indirect notes in accordance with the scheduled sessions conducted
  • All schedule changes must be done and completed within 24 hours of receipt


Audit Clerk

Opportunities for Learning
04.2018 - 08.2018
  • Reduced risk of errors with thorough review and cross-checking of financial statements.
  • Supported senior auditors by preparing necessary documentation and maintaining well-organized paper work throughout the audit process.
  • Assist parents with summer school registration process
  • Evaluated master reports and compared information against individual machine and employee datasheets.
  • Track student's attendance and worked directly with teachers in order to have work submitted in a timely manner
  • Prepared and processed payroll documents and forms for more than 200 students

CSP/ Receptionist

H&R Block
01.2018 - 04.2018
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Responded to inquiries from callers seeking information.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Resolved customer problems and complaints.
  • Organized, maintained and updated information in computer databases.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Answered central telephone system and directed calls accordingly.
  • Corresponded with clients through email, telephone, or postal mail.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Helped maintain office security by monitoring visitor access and issuing badges.

Front Desk

Comprehensive Wellness
08.2017 - 09.2017
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Scheduled and assigned daily work and activities for team members.
  • Collected room deposits, fees, and payments.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.

Student Note Taker

CSU CHANNEL ISLANDS
09.2016 - 05.2017
  • Contributed to the academic success of fellow classmates by sharing valuable study resources derived from personal note-taking efforts.
  • Ensured timely delivery of high-quality notes to students, enabling them to focus on understanding complex concepts effectively.
  • Managed multiple courses simultaneously while maintaining exceptional attention-to-detail in each set of lecture notes produced.
  • Developed efficient note-taking strategies tailored to various subjects and lecture styles, improving information retention for students.
  • Maintained a thorough understanding of course objectives, enabling the creation of notes that aligned with key learning goals and assessment criteria.
  • Mentored peers in developing their own effective note-taking techniques, enhancing individual study habits and long-term academic success rates.
  • Identified gaps in student knowledge through regular interaction and customized note-taking approaches accordingly to address these areas effectively.
  • Demonstrated strong time-management skills, consistently meeting deadlines for delivering high-quality lecture notes to fellow students in a timely manner.

Receptionist

Glendale Nissan / Glendale Infiniti
06.2015 - 08.2015
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Scheduled office meetings and client appointments for staff teams.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
  • Reduced waiting times for visitors by implementing more efficient check-in process.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Optimized resource allocation by managing inventory of office supplies and reordering as necessary.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.

Education

Bachelor of Science - Psychology

California State University, Channel Islands
Camarillo, CA
05-2018

Skills

  • Organization skills
  • Time management
  • Telephone skills
  • Data entry
  • Verbal and written communication
  • Customer/Client relations
  • Appointment scheduling
  • Scheduling appointments
  • Greeting and seating clients
  • Data inputting
  • Office administration
  • File management
  • Administrative support
  • Document management
  • Clerical support
  • Professional demeanor
  • Calendar management
  • Documentation and reporting
  • Typing speed
  • Office management
  • Security awareness
  • Meeting preparation

Languages

Spanish
Professional Working

Timeline

Guest Services

USC
08.2024 - Current

Scheduling Coordinator

Easterseals
01.2021 - Current

Audit Clerk

Opportunities for Learning
04.2018 - 08.2018

CSP/ Receptionist

H&R Block
01.2018 - 04.2018

Front Desk

Comprehensive Wellness
08.2017 - 09.2017

Student Note Taker

CSU CHANNEL ISLANDS
09.2016 - 05.2017

Receptionist

Glendale Nissan / Glendale Infiniti
06.2015 - 08.2015

Bachelor of Science - Psychology

California State University, Channel Islands
Guadalupe Castro