• Responsible for planning, promoting and executing activities that enhance operational procedures.• Post COVID, responsible for scheduling meetings and planning events virtually via Zoom and Teams.• Created flyers, PowerPoint decks, and digital documents in English and Spanish to easily share new policies with staff and parents, and uploaded these in shared drives for quick accessibility.• Ensure security, integrity, and confidentiality of personal data by implementing safety measures.• Design, implement and maintain filing systems, record keeping, and DOE compliance for 800+ students and staff.• Point person for coordination of office inventory, mailing, shipping, and itemized daily expenses• Ensure the top performance of front office staff by providing them adequate coaching and guidance.• Coordinate staff activities and allocate available financial resources for the planning and execution of events.• Establish, implement, and oversee adherence to office policies and procedures, and prepare operational reports.

• Responsible for overseeing all aspects of the business: Sales, Purchasing, Accounting, Vendor Management, and Customer Service.• Designed and implemented marketing and sales strategy to increase visibility and revenue.• Managed financial transactions, generated invoices, A/P, A/R, and maintained business bank accounts.• Negotiated with vendors to receive best possible prices of inventory to maximize company profits• Recruited and trained personnel, focusing on the delivery of high‐quality products and customer service.• Addressed customer inquiries and complaints in a friendly and professional manner.

• Effectively managed over 150 employees across 3 business branches• Audited balancing of daily revenue and expenses, as well as monthly and quarterly reports• Responsible for creating business strategies to improve departmental processes and increase productivity• Represented the company at conferences and target events to apply latest market trends to the business• Worked with Finance to allocate budget for new initiatives and identify opportunities to reduce costs• Mediated staff issues and was responsible for client conflict resolution• Assessed employee performance and created staff development programs

• Received a high volume of consumer calls and answer questions regarding basic coverage benefits, cancelation process, and transferability of agreement, address/name changes, and how to file a claim.• Gathered appropriate information and details to understand the customer’s request or concern; resolves issues or advise on the appropriate course of action.• Changed consumer address record received through cases tracked in company systems.• Cancelled consumer agreements received through the systems.• Completed transfer requests received by consumers via mail, along with ensuring transfer payments are deposited.• Completed dealer balance credit refunds• Emailed and mailed copy of consumer agreement, as requested.• Coordinated with internal departments (Client Relationship Analysts or management) to find solutions and resolve consumer complaints. Escalate calls to management that are not solvable per company guidelines• Maintained records of interactions with the consumer in an orderly and documented fashion on the agreement master screen.• Ensured customer satisfaction by remaining focused on the call and displaying enthusiasm, sincerity, and professionalism when responding to the customer’s requests and questions.