Michelle D. Brown

To Whom It May Concern:

Enclosed please find my résumé. With thirteen years’ experience interpreting and communicating corporate policies and programs to internal business personnel and company clients, I could greatly benefit your department.

As you will note from my résumé, I have initiated and implemented improvements to internal recordkeeping systems, particularly related to accurately documenting communications among stakeholders and customers. These developments have resulted in increased customer service with expedited responsiveness to inquiries and concerns, and ultimately resolution of issues.

My tenures with Washington Gas and USAirways have provided extensive research experience, gathering and analyzing information to interpret and summarize findings for supervisors, co-workers, and clients. Through all interpersonal interactions, I maintain a professional demeanor, focusing on identifying solutions and planning paths to accomplishment. This goal-oriented approach has resulted in recognition from my supervisors for my productivity and ability to maintain tact with anxious and concerned internal and external customers.

Thank you for taking the time to review my credentials. I look forward to discussing how I can meet your current software and database development objectives.

Sincerely,

Michelle D. Brown

Michelle D. Brown

Summary of Qualifications

Customer Service, Legal Administrative Assistance, and Accounts Payable Professional with 13 years’ experience communicating with internal and external customers to research and resolve issues. Calm, personable demeanor with extensive success representing organizations with integrity and professionalism. Highly organized, continually identifying and implementing administrative tools and systems for tracking actions and communications. Productive, able to quickly and thoroughly research issues, develop options and plan paths to solutions. Strong written and oral communication skills, clearly and concisely providing necessary details and recommendations to promote wise decisions. Excellent academic credentials highlighted by Bachelor of Business Administration and Master of Public Administration.

Professional Profile

Washington Gas 10/2013 – Present

6801 Industrial Road 40 hours/week

Springfield, VA 22151 $63,000/annual salary

SP, Construction Liaison, (10/2013 - Present

Supervisor: Carol Shultz, 703-***-****, permission to contact

Serves as liaison between Washington Gas construction staff, corporate communications staff, contractors, builders, community and industry organizations and others regarding replacement and new business project status.

Serves as liaison with Construction, Replacement, and Construction Support Services management teams to effectively communicate the status of construction projects to various internal and external audiences, including internal groups, customers, contractors and industry organizations.

Reviews results of Marketing's post-construction customer feedback surveys, complies results, as well as, community signage.

Provides information about projects, project scheduling and complaints to customers and contractors by contacting homeowner associations, providing information to Corporate Communications to be posted on the Washington Gas website, and serving as the primary contact for incoming telephone or written inquires. Gathers responses from quarterly Replacement customer survey results to determine if any of the complaints were within contractor's span of control. Monitors and prepares reports on contractor's scheduling database to ensure that contractor makes calls three days from job approval; job has been scheduled in contractor's scheduling database; and the scheduled date has been met.

Determines what types of communications (door hangers, letters, etc.) are needed and ensures that they are distributed/provided to customers and contractors.

Maintains logs and distributes reports on various construction projects updates.

Develops and follows up on critical external communication process to manage non-responsive customers impacted by construction projects.

Works closely with internal and external construction personnel to respond to and address issues in a timely manner.

IHOP 11/2011 – present

3100 14th Street NW 40 hours/week

Washington, DC 20080 $20,000/annual salary

Server, (11/2011 - Present

Supervisor: Brenda Beach, 202-***-****, permission to contact

Take orders from customers and provide prompt service. Address customer questions, concerns, and complaints as they arise. Clean tables and maintain an orderly appearance. Calculate bills and process payment.

Provide excellent customer service.

Make food suggestions and provide advice to customers who are having a hard time deciding upon a meal.

Washington Gas 07/2007 – 10/2013

101 Constitution Avenue NW 40 hours/week

Washington, DC 20080 $57,000/annual salary

Administrative Assistance, (07/2007 - 10/2013

Supervisor: Honore Dzisam, 202-***-****, permission to contact

Provide administrative support to two in house staff litigation and third party counsels. Provide support to paralegal by generating reports on excel worksheets and other discovery production projects. Provide litigation support to lead and staff counsels, typing and filing correspondence and preparing legal pleadings, working with limited supervision and other various legal administrative obligations.

Inputting, updating, and closing cases in a Case Litigation Management System designed by Washington Gas Light Company.

Examine budget estimates for completeness, accuracy, and conformance with procedures and regulations. Analyze budgeting and accounting reports.

Prepare legal documents for filing. File pleadings and complaints with court clerk. Prepare affidavits of documents and maintains document file.

Process mail, invoices, and checks. Exceptional knowledge and skills of organizational procedures and policies; directing and assisting visitors, and resolving administrative problems and inquires; composing, editing, and proofreading correspondence and reports, and preparing a range of administrative documents.

Review privileged documents that may be pertinent to trail. Strong ability to compose and edit already written materials.

Research and analyze law sources such as statutes, recorded judicial decisions, constitutions, and legal codes to prepare legal documents, such as pleadings, contracts, warrant in debt, and complaints. Recognized for high productivity and excellent organizational skills.

Collaborated with other Office of General Counsel staff to initiate, develop and implement Excel spreadsheet system tracking of all the District of Columbia Department of Transportation violations.

Immense ability to schedule appointments, maintains calendars, and handles travel arrangements.

Washington Gas 07/2001 – 07/2007

101 Constitution Avenue NW 40 hours/week

Washington, DC 20080 $46,000/annual salary

Accounts Payable Processor, (10/2005 – 07/2007)

Supervisor: Laura Welsh, 202-***-****, permission to contact

Review, analyze, process and audit invoices, purchase orders, check requests, and corporate purchase card payments submitted by personnel from all departments. Verify correct department, account, payment amount, date, receipt, process, vendor, unit price, and authorizing signatures. Enter into PeopleSoft Finance database, using accurate codes; include notations for irregular or non-closed transactions.

Notify business customers of missing or inaccurate information via email, interoffice mail, and phone. Clearly explain issue and request information and documentation to complete transaction.

(Washington Gas continued)

Inform Procurement Department of new vendors and request establishment of accounts. Secure and forward vendor tax ID numbers. Research and share information; work together to resolve issues.

Proof and mail checks, verifying accuracy of invoice, payment and vendor. Sort and forward redundant voided checks with explanations to vendors or requesting business units. Record status of all removed checks with notations. Notify stakeholders of any errors or issues to ensure prompt resolution and prevent penalty charges.

Respond promptly to internal customer and vendor inquiries. Research status of payments.

Contribute in any capacity to team and other department to prevent backlogs, promote smooth workflow, and achieve strong customer satisfaction. Recognized for high productivity and excellent organizational skills.

Collaborated with other Accounts Payable Staff to initiate, develop and implement Excel spreadsheet system tracking all open and irregular transactions. Enabled at-a-glance view of status of all pending payments by any staff resulting in immediate responses to internal and external customer inquiries.

Customer Service Representative, (07/2001 – 10/2005)

Supervisor: Katy Chavez, 703-***-****, permission to contact

Responded calmly and professionally to customer inquiries and requests regarding billing, services, products, and gas and carbon monoxide leaks. Requested emergency shut offs. Diffused customer hostilities calmly and professionally. Gained trust and cooperation to find solutions. Independently resolved approximately 95% of all calls.

Contributed ideas through weekly team meetings with management. Successfully proposed consistent account notation and recordkeeping system for use across all departments, allowing view of call history, adjustments, and agreements to greatly improve customer service.

Researched and explained billing; adjusted bills to correct errors. Enrolled clients in budget plans. Established payment arrangements for delinquent and hardship customers. Described services and products. Led customers through troubleshooting steps. Documented all actions, adjustments and communications in Legacy customer account database. Established third party billing accounts through alternate database.

Screened calls through listening and questioning to determine nature of concern. Quickly identified emergency situations. Notified service response teams immediately as necessary.

Opened and closed accounts; modified client and billing information. Recorded all transactions; reviewed for accuracy.

Provided expertise and support to less experienced personnel. Researched any issue quickly and efficiently for team members to best serve clients.

Notified Cash Management of irregular billing occurrences and indications of company error. Detailed issue, included documentation, and requested follow through with customer. Escalated critical issues to Supervisor. Documented conversations and agreements for review.

US Airways 03/1999 – 07/2001

P.O. Box 18343 40 hours/week

Baltimore, MD 21240 $21,800/annual salary

Customer Service Representative

Supervisor: Ella Rogers, 410-***-****

Researched flight schedules and rates for customer inquiries by phone and in person. Booked and/or confirmed reservations; carefully reviewing details with customers. Determined flight and transfer requirements; generated and reviewed tickets. Billed customers. Processed payments by cash, check and credit card, recording all transactions with accurate coding and identifying information.

Responded to customer concerns, calmly analyzing situations and proposing options for resolution. Researched ticketing information and luggage tracking system. Independently resolved over 90% of issues, applying strict customer service standards.

Kept customers informed of flight status to minimize anxieties. First point of contact for missed, delayed and canceled flights. Liaised with Airline Operations Coordinator and personnel of other air carriers to determine most efficient process for moving large numbers of delayed passengers. Secured first available flights via US Airways and other passenger air carriers to accommodate waylaid traveled. Made hotel arrangements and shuttle transportation for passengers delayed overnight.

Checked in passengers and baggage at counter and at gate. Reviewed boarding passes, Sabre reservations system, and flight manifests for consistency. Researched discrepancies.

Education/Training

Walden University, Baltimore, MD

Master of Public Administration, 2010

Selected courses include Applied Research, Strategic Management Information, Policy Analysis

Averett University, Vienna, VA

Bachelor of Business Administration, 2005

Selected courses include Accounting I/II, Economics, Finance, Business Communications, Statistics, Business Management

Frankford High School, Philadelphia, PA

High School Diploma

Technical Skills

MS Word/Excel/PowerPoint; PeopleSoft Finance; PaperPort; CLMS; Washington Gas proprietary database systems; Sabre; D.C. Notary Public

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