Annette Espinosa
Dededo
Summary
I am a highly-motivated employee with a desire to take on new challenges. I have a strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I am enthusiastic, self-motivated, reliable, responsible and hard working. I am comfortable working alone or with team members to accomplish on-time tasks. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
CTR/ Admin Support
Fleet and Family Support Center (FFSC)
11.2023 - Current
- Guiding the military and their families in the right direction for what they need
- Managed and organized files
- Daily calls and logs
- Created and maintained a positive work environment to enhance social interactions with everyone
- Planned and implemented crafts for children that come into the center
- Promote communication with center team members to ensure that information is appropriately shared
- Utilize modeling tools to develop ideas for new products and promote materials about the center.
- Secure all documentation to protect PII.
Administrative Assistant
Advance Management Inc
05.2022 - 09.2023
- Executed on-time, under-budget projects by solving complex issues for senior leadership
- Reduced financial discrepancies by accurately analyzing and managing customer orders and invoices for various Fortune 500 companies
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization
- Responding to customer issues to provide immediate resolution and improve retention
- Created spreadsheets in Microsoft Excel for record-keeping and reporting
- Scheduled staff and monitored resource allocation to provide optimal coverage and service
- Handle all payments to Vendors on island and off
- Answered phone calls and emails to provide information, resulting in effective business correspondence
- Responded effectively to sensitive inquiries or complaints
- Quickbooks.
Facilitator
Gala Guam
05.2021 - 07.2021
- Created and taught lesson plans of empowerment that included objectives, materials, goals, testing and a video sample of each lesson
- Applied positive reinforcement to redirect negative behaviors
- Supported students throughout academic instruction and assignments
- Supplied one-on-one attention to each student during group activities
- Customized small group and individual classroom activities based on differentiated learning needs
- Planned and led activities to develop students' physical, emotional and social growth
- Prepared team bonding lessons where each student could showcase their talents
- Offering students personalized educational, behavioral and emotional support
- Assisted children at stations during small-group learning periods.
INTERNSHIP: Co-facilitator
GALA Guam
01.2021 - 05.2021
- Collaborated with peer mentoring program members to devise new methods to generate interest and participation
- Talked with individuals, sharing positive life experiences to encourage improved self-esteem and boost socialization
- Teaching the students about the importance of substance use/abuse
- Keep information confidential except in cases pertaining to abuse, neglect or threats
- Daily calls to the parents about their child's progress
- Connected individuals with relevant community resources and coordinated referrals
- Guiding the students through each curriculum and sharing our work with each other.
Assistant Manager
Pizza Hut
10.2006 - 08.2013
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Conducted thorough quality checks on incoming shipments, identifying discrepancies or damages early in the supply chain process.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Performed cycle counts and inventory control to accurately track product levels.
- Collaborated with purchasing department to maintain optimal inventory levels, avoiding stockouts or excess stock situations.
- Ensured timely order fulfillment, coordinating with production teams to prioritize tasks.
Customer Service Representative
BX Andersen Exchange
06.2018 - 10.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Member Service Representative
Community First Guam Federal Credit Union
02.2012 - 10.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Streamlined call center operations by implementing effective troubleshooting techniques.
- Analyzed call center data and prepared reports for upper management.
- Streamlined call center operations for increased efficiency and productivity.
- Contributed to team success, consistently achieving call center performance metrics.
- Streamlined call center operations for increased efficiency and improved response times.
- Developed quality employees within call center to take over leadership positions.
- Managed high-volume call center operations, ensuring timely assistance to consumers.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Bachelor of Science - Child And Family Life Science
University of Guam
12.2021
Skills
- Innovative Lesson Planning
- Learning Assessments
- Interactive Teaching and Learning
- Group and Individual Instruction
- Effective Customer Communication
- Community Outreach
- Service Planning
- Critical Thinking Skills
- Team player
- Handling Pressure
- Problem Solving abilities
- Strategic Planning
- Project Management
- Sensitive Material Handling
- Written and Verbal Communication
- Active Listening
- Computer Skills
- Adaptability
- Shipping and receiving
- Warehouse Operations
- Inventory Counts
- Warehouse Organization
- Pallet Jack Operation
- Purchasing strategies
- Data Entry
- Supply Management
- Staff Management
Timeline
CTR/ Admin Support
Fleet and Family Support Center (FFSC)
11.2023 - Current
Administrative Assistant
Advance Management Inc
05.2022 - 09.2023
Facilitator
Gala Guam
05.2021 - 07.2021
INTERNSHIP: Co-facilitator
GALA Guam
01.2021 - 05.2021
Customer Service Representative
BX Andersen Exchange
06.2018 - 10.2020
Member Service Representative
Community First Guam Federal Credit Union
02.2012 - 10.2014
Assistant Manager
Pizza Hut
10.2006 - 08.2013
Bachelor of Science - Child And Family Life Science
University of Guam
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