Customer Care / Executive Assistant at RTA Fleet Success (2024-11 – 2026-07)
- Provided simultaneous executive support to two Vice Presidents, managing competing priorities and ensuring seamless daily operations.
- Managed complex calendars, scheduled meetings, coordinated travel, and handled executive correspondence.
- Assisted Accounts Receivable with bank deposits and served as the primary contact for internal and external Certificate of Insurance (COI) verification requests.
- Triaged technical support requests and created detailed trouble tickets to ensure timely issue resolution.
- Maintained office operations, including mail management, supply inventory, and internal event coordination.
Billing Specialist at CRS Temporary Housing (2022-10 – 2024-09)
- Audited hotel folios and managed client check-outs and end-of-stay processes.
- Generated and submitted invoices totaling $1M+ in monthly revenue.
- Processed credit card transactions and resolved billing discrepancies.
- Provided high-level customer support and contributed to administrative process improvements.
Office Manager / Executive Assistant at CRS Temporary Housing (2014-07 – 2022-10)
- Provided high-level administrative support to the CEO and executive leadership team.
- Managed complex executive calendars and coordinated domestic and international travel.
- Served as trusted gatekeeper and liaison between executives, staff, vendors, and external partners.
- Prepared executive meeting agendas, briefing materials, and internal communications.
- Anticipated operational needs and resolved scheduling and workflow challenges proactively.
- Maintained strict confidentiality regarding financial, operational, and personnel matters.
- Oversaw office operations, facilities coordination, and HR support functions.
Program Specialist II at LiveOps (2010-11 – 2013-11)
- Served as subject matter expert for virtual call center operations supporting CSAA.
- Conducted quality monitoring and readiness sessions to improve performance.
- Provided policy guidance and operational support to remote agents.
- Reported system and staffing issues impacting service levels.
Vendor Support Specialist at California State Automobile Association (CSAA) (2007-05 – 2010-11)
- Managed system access controls and verified call documentation accuracy.
- Resolved escalated member concerns in partnership with leadership.
- Served as disaster recovery contact during system and telecommunications outages.
- Mentored and coached agents to meet quality and compliance standards.
