Nataly Q

Technology Instructor & Administrative Support

Building and Management • Teilzeit

Mar 2025 - Present • 1 yr 6 mos

Serve as the primary bilingual (English/Spanish) point of contact and trusted guide for 50+ program participants — answering inquiries, resolving concerns, and providing empathetic, first-contact support across phone and in-person channels. Conduct proactive outbound follow-up calls to participants to identify barriers to engagement, connect them with resources, and ensure continuity of program participation. Guide participants through complex enrollment processes, assessment requirements, and program benefits — explaining information clearly and accessibly to individuals with varying levels of education and digital literacy. Coordinate scheduling and appointments for program activities, ensuring accurate documentation and timely follow-through. Manage participant records in Salesforce CRM — maintaining accurate, complete documentation of all interactions and program milestones. Administer CASAS assessments and maintain organized participant files across multiple tracking platforms. Collaborate with program coordinators and cross-functional staff to resolve participant needs and improve service delivery. Provide one-on-one job readiness support — assisting participants with resume writing, interview preparation, and career navigation.