JOANNA CARRILLO
Pasadena
Overview
15
15
years of professional experience
Work History
Eligibility Worker/Timekeeper
County Of Los Angeles - Department Of Public Social Services
El Monte, CA
01.2025 - Current
- Coordinated with managers and supervisors to resolve discrepancies in timecards and attendance records.
- Verified timekeeping records and handled any discrepancies with employees.
- Reduced payroll errors by meticulously reviewing timesheets and resolving discrepancies before final submission.
- Collaborated with payroll team to ensure accurate tracking of paid time off balances during leaves of absence.
- Maintained up-to-date knowledge on federal and state laws governing employee leaves, ensuring companywide compliance at all times.
- Served as a point of contact for employees seeking information about their leave options, providing knowledgeable assistance in navigating complex situations.
Intake Eligibility Worker
County of Los Angeles, Department of Public Social Services
El Monte, CA, USA
09.2023 - 01.2025
- Inbound call center with high call volume
- Makes initial eligibility determinations of public assistance and grants for an assigned number of public assistance applicants and participants.
- Analyzes available information and make appropriate disposition recommendations.
- Computes benefits for eligible applicants or participants of public assistance programs to determine whether funds can be authorized for special needs, initiates and updates program participants' financial information and budget documents.
- Conducted thorough interviews to gather necessary documentation and verify applicant information.
- Trained new staff on procedures and best practices for determining eligibility criteria effectively.
Business Account Executive
Charter Communications
Anaheim, CA, USA
06.2021 - 05.2023
- Selling primary and ancillary communications solutions to small and medium sized businesses within a specified territory
- Responsible for generating all sales leads through a variety of prospecting tactics and working every lead from initial contact to sale.
- Achieve sales and revenue goals through successful prospecting for new customers as well as the successful sale of bundled services to new customers.
- Prospecting included door-to-door contact and outbound calls to prospective customers in assigned territory.
In Home Sales Consultant
AT&T
Ontario, CA, USA
10.2019 - 06.2020
- Investigated customer complaints and issues and provide a quick and efficient resolution.
- Troubleshoot devices/apps/email to ensure proper functionality and ensure customer satisfaction.
- Exceeded monthly goals month over month.
- Educated customers on product and service offerings.
- Disciplined to self-start workday.
- Drive to customer homes during AT&T home service installation to provide 'white glove experience.'
Assistant Store Manager
AT&T
Burbank, CA, USA
10.2016 - 10.2019
- Promptly resolved all customer requests, questions, and complaints at management level.
- Develop, implement, and monitor a store prospecting plan to increase sales.
- Monitor staff performance and provide training, coaching, and recommendations on performance improvement.
- Facilitate and participate in weekly staff training/educational sessions to increase knowledge, create high levels of motivation, and inspire team to achieve results.
- Establish and monitor store/kiosk work schedules and staffing issues to effectively manage and operate business needs.
- Analyze various business reports for trend analysis and strategic planning purpose.
Retail Sales Consultant Team Lead/ Business Expert
AT&T
West Covina, CA, USA
10.2013 - 10.2016
- Conducted daily team meetings to address team goals and challenges.
- Participate in weekly staff training/educational sessions to increase knowledge, create high levels of motivation, and inspire team to achieve results.
- Trained and mentored new employees on sales tactics and company procedures.
After School Program Counselor
Delhaven Community Center
La Puente, CA, USA
08.2011 - 10.2013
- Supervise and actively engage with student activities to ensure safety at all times.
- Provide a safe and connected environment where students thrive both academically and socially/emotionally.
- Educate, enlighten and inspire students through after-school activities centered around academic support; health, fitness and nutrition; the visual and performing arts; and youth leadership and community service learning.
- Assist in after school program planning/lesson planning.
- Prepare written reports of daily task.
Education
Bachelor of Arts - Psychology
California State Polytechnic University
Pomona, CAAssociate of Arts - Psychology
Rio Hondo College
Whittier, CASkills
- Inventory management
- Technical support
- Verbal communication
- Written communication
- Customer service orientation
- Records management
- Analyzing information
- Data entry proficiency
- Problem-solving
- Organizational skills
Timeline
Eligibility Worker/Timekeeper
County Of Los Angeles - Department Of Public Social Services
01.2025 - Current
Intake Eligibility Worker
County of Los Angeles, Department of Public Social Services
09.2023 - 01.2025
Business Account Executive
Charter Communications
06.2021 - 05.2023
In Home Sales Consultant
AT&T
10.2019 - 06.2020
Assistant Store Manager
AT&T
10.2016 - 10.2019
Retail Sales Consultant Team Lead/ Business Expert
AT&T
10.2013 - 10.2016
After School Program Counselor
Delhaven Community Center
08.2011 - 10.2013
Associate of Arts - Psychology
Rio Hondo College
Bachelor of Arts - Psychology
California State Polytechnic University