Shawnee Borrero
Placerville
Summary
Dynamic quality assurance leader with extensive experience at The Center for Violence-Free Relationships. Expert in legal advocacy and program management. Known for driving process improvements and ensuring compliance to standards. Strong focus on team collaboration and achieving results, adaptable to changing needs. Expertise includes quality management systems, regulatory compliance, and continuous improvement methodologies. Trusted for reliability and leadership in delivering high-impact outcomes.
Overview
15
15
years of professional experience
Work History
Director of Quality Assurance
The Center for Violence-Free Relationships
01.2024 - Current
- Led quality assurance initiatives to enhance service delivery standards and compliance with organizational policies.
- Developed and implemented comprehensive training programs for staff on quality management practices.
- Conducted regular audits to assess program effectiveness and identify areas for improvement.
- Collaborated with cross-functional teams to align quality assurance efforts with organizational goals.
- Established performance metrics to monitor compliance and drive continuous improvement in service quality.
Legal Services Program Manager
The Center for Violence-Free Relationships
01.2023 - Current
- Developed training materials and resources for staff and volunteers, ensuring comprehensive understanding of support services.
- Monitored compliance with organizational policies, ensuring alignment with best practices in client support services.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Oversaw day-to-day operations of the family law legal advocacy program, serving clients affected by domestic violence, custody disputes, and restraining orders.
- Built partnerships with local courts, pro bono attorneys, law enforcement, and social service agencies to ensure coordinated care.
Family Law Advocate
The Center for Violence-Free Relationships
09.2022 - 01.2023
- Provided crisis intervention and support to clients experiencing violence or trauma.
- Collaborated with community organizations to enhance referral pathways for survivors.
- Educated clients on available resources, legal options, and safety planning strategies.
- Maintained accurate client records in compliance with confidentiality policies and procedures.
- Drafted and reviewed legal documents with keen eye for detail, ensuring clients' interests were protected in all transactions.
- Assisted in completing court documents, safety planning, and preparing clients for court hearings.
Paralegal
Beyer, Pongratz & Rosen
04.2021 - 08.2022
- Conducted legal research to support case preparation and ensure compliance with regulations.
- Drafted and reviewed legal documents, including contracts, pleadings, and discovery requests.
- Managed case files and documentation, maintaining organization for efficient access and retrieval.
- Assisted attorneys in trial preparation by organizing exhibits and preparing witness summaries.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Conducted title searches and analyzed property records to verify ownership and identify potential issues.
Front Desk Agent
Jackson Rancheria Casino
07.2018 - 04.2021
- Managed guest check-in and check-out processes, ensuring efficient service delivery.
- Resolved guest inquiries and complaints promptly to enhance satisfaction levels.
- Coordinated reservations and maintained accurate booking records using property management system.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
Receptionist
Sense Spa
04.2016 - 01.2018
- Managed front desk operations, ensuring seamless guest check-in and appointment scheduling.
- Coordinated communication between clients and spa staff to enhance service delivery.
- Implemented inventory management procedures for spa products, optimizing stock levels.
- Streamlined appointment booking process using spa management software, improving efficiency.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Office Manager
Muscle Sculpting
07.2010 - 02.2016
- Managed office operations, ensuring efficient workflow and resource allocation.
- Developed and implemented administrative procedures that enhanced productivity.
- Supervised staff performance, providing training and mentorship to optimize team skills.
- Coordinated communication between departments to streamline project execution.
- Oversaw scheduling and calendar management for executive leadership, improving time management.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
Education
Legal Studies
National Paralegal College
08-2023
Skills
- Legal & Advocacy Expertise
- Family Law (Custody, Divorce, DV Restraining Orders)
- Domestic Violence & Trauma-Informed Advocacy
- Court Procedure & Legal Document Preparation
- Victim Rights & Confidentiality (VOCA, VAWA, Cal OES) Program & Staff Management
- Program Development & Implementation
- Staff Supervision & Coaching
- Volunteer & Intern Coordination
- Interdisciplinary Team Collaboration
- Strategic Planning & Workflow Design Quality Assurance & Compliance
- File Auditing & Program Monitoring
- Policy & Procedure Development
- Compliance with Grant & Legal Standards
- Data Tracking, Analysis & Reporting
Timeline
Director of Quality Assurance
The Center for Violence-Free Relationships
01.2024 - Current
Legal Services Program Manager
The Center for Violence-Free Relationships
01.2023 - Current
Family Law Advocate
The Center for Violence-Free Relationships
09.2022 - 01.2023
Paralegal
Beyer, Pongratz & Rosen
04.2021 - 08.2022
Front Desk Agent
Jackson Rancheria Casino
07.2018 - 04.2021
Receptionist
Sense Spa
04.2016 - 01.2018
Office Manager
Muscle Sculpting
07.2010 - 02.2016
Legal Studies
National Paralegal College
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