CAROLYN HOLMES

PROJECT ADMINISTRATIVE SUPPORT SPECIALIST ARLINGTON, UNITED STATES 571-***-****

DETAILS

Arlington

United States

571-***-****

ad1txx@r.postjobfree.com

LINKS

LinkedIn

SKILLS

Leadership Skills

Adaptability

Time Management

Ability to Multitask

Ability to Work Under Pressure

Ability to Work in a Team

Computer Skills

Communication Skills

Customer Service

Conflict Resolution

HOBBIES

I enjoy most out door activities;

and I am an amateur chef. A huge

fan of jazz music.

LANGUAGES

Sign Language

PROFILE

Seasoned Administrative Specialist with a diverse background with experience in various industries such as Healthcare, Technology, and Customer Service over 20 years of experience providing optimal assistance to companies so they can focus on overall business goals. I'm detail-oriented, analytical, tech-savvy, and possess excellent communication skills. I have experience in training and managing teams. I'm adaptable and can handle multiple tasks at once. Bringing forth exceptional customer support skills with the ability to communicate effectively with all levels of management. Professional with the flexibility to work in both fast and slow-paced environments Committed to offering superior administrative support, while serving as a dedicated Office Administrative to office staff.

Clearance Level: Public Trust

KEY QUALIFICATIONS

• Proven track record of accurately completing research, data entry, reporting, information management, marketing, and project management efforts within time and budget requirements.

• Adept at developing and maintaining strategic administrative processes that reduce redundancy, improve accuracy; and improve productivity.

• Skilled in delivering in-depth training to new employees supporting the application of policies and procedures designed to safeguard patient confidentiality and ensure compliance with governing laws and statutes.

• Proficient in Microsoft Office Suite, Salesforce multiple electronic medical record systems, Smartlink, Remedy, and Heat tracking systems. EMPLOYMENT HISTORY

Customer Support Specialist at 40 hours/week/ $58,080/yearly - ALEX- Alternative Experts LLC 8390 W. Main Street, Suite B, Marshall, VA 20115 June 2022 — November 2023

These are the objectives and/or responsibilities of my role as a Customer Support Specialist. Working in the Pentagon Customer Assistance Center (PCAC).

• Administrative Support:

• Handle phone calls, emails, and other communications. Review correspondence for proper formatting, consistency, and grammar accuracy.

• Managing schedules, appointments, and calendars for the team members.

• Organizing and maintaining files and documents.

• Responsible for documenting and managing all correspondence with visitors and customers regarding the status logistics and tracking of permits and Special Events.

• Address all correspondences via email and telephone support about the Washington Headquarters Services. Maintain and update the filing system regarding current and older archives permits.

• Performs a variety of administrative essential functions. Managing the Special Events calendar by ensuring accurate scheduling, reservations, and permit initiation by office policies and procedures,

• Serves as the POC for all visitors; family members; and military personnel who need to be escorted on the reservation, making sure all facility safety measures are accountability.

• Coordination:

• Coordination meetings and events, including scheduling, preparing materials, and arranging logistics.

• Assisting in the coordination of projects and tasks within the team.

• Assisting with the coordination of visiting organizations; and processing permits to arrange for transportation onto the reservation.

• Collaborate with Point of Contact organizations and other relevant entities to ensure seamless event planning and execution. Establish clear lines of communication and delegate responsibilities as needed.

• Help to manage and coordinate the administrative procedures of the day-to-day operations and goals of the Washington Headquarters Services.

(Special Events)

• Data Entry and Record Keeping:

• Inputting and managing data, maintaining accurate records.

• Compiling and organizing information for reports.

• Inputting all pertinent information into Microsoft Office 365. Including Word, Excel, Access, Outlook, and occasionally PowerPoint.

• Research:

• Researching to gather information on various topics as needed.

• Compiling data and preparing reports for review.

• Reviewing information and applying policies and procedures.

• Staying up-to-date with product or service updates, company policies, and industry trends is important to provide accurate and current information to customers.

• Customer Services:

• Assisting external and internal clients with inquiries or requests.

• Providing support and information to team members and supportive agencies

• Analyzed customer service data to identify areas of improvement, resulting in a 30% reduction in customer service issues.

• Maintaining subject matter expertise of the Standard Operating Procedures

(SOPs), any changes, and providing recommendations for changes (when applicable to improve support of the Pentagon Customer Assistance Center. Senior Reviewer - Quality Assurance at 40 hours/week/ $48,840/ year ICF - Strategic Consultation - 9300 Lee Highway/703-***-****, Fairfax, VA December 2020 — February 2022

• Worked with Senior Directors to evaluate and improve strategy and overall healthcare applications that came into the database.

• Served as a subject expert regarding policies, procedures, and technology. Entered data into a computer tracking system and filed paperwork according to procedures.

• Performed tasks in an variety of areas geared to deliver exceptional quality and customer support.

• Reviewed applications for completion; abiding by program rules and nuances; analyzed service agreement information, and reviewed requests for funding from participating organizations.

• Analyzed reports and standard business concepts, practices, and procedures; had a strong sense of attention to detail and good communication skills.

• Examined incoming materials and compared them to documentation for accuracy and quality; researched and resolved any discrepancies. Carried out assignments independently without having clear instructions. Often reported unfamiliar problems not covered in those instructions to our supervisor to help with a resolution.

• Performed a variety of administrative tasks using Microsoft Office 365.

• Organized and maintained files, records, and documents related to activities

• Ensured the confidentiality and security of sensitive information. Customer Support Specialist Tier II - at 40/hours/week/ $37,800/year - Codice IT Healthcare- 1101 Vermont Avenue NW, Ste 400/ 202-***-****, Washington DC 20005 September 2020 — January 2021

• Described product highlights and benefits to help guide purchasing decisions.

• Evaluated customer issues and caller trends to determine the areas needing improvement worked products and implemented proactive corrections.

• Provided primary customer support to internal and external customers.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Multitask to handle diverse customer needs in a high-volume call center setting, prioritizing tasks to keep up with challenging deadlines. Maintained accurate and current customer account data with manual forms processing and digital information updates. Completed 50 new orders daily; with a 5% accuracy and a 95% consistently high customer satisfaction score. Reviewed all correspondences for proper format consistency and grammatical accuracy

• Consulted with outside parties which included clients, members, and other outside organizations to resolve discrepancies and create expert solutions.

• Recommended products to customers, thoroughly explaining their details.

• Performed a variety of administrative tasks with little to no supervision. Enrollment Specialist (CareFirst DC) - at 40/hours/week/ $31,616/year - Adecco NA - Brynn ad1txx@r.postjobfree.com/410-***-****, Washington, D.C. February 2019 — January 2020

• Communicated effectively via telephone, email, and in person with prospective clients.

• Reviewed statistical enrollment data and prepared reports.

• Understood and thoroughly explained services provided to clients and prospective customers.

• Finalized and processed applications; investigated issues and created solutions for new customers.

• Maintained detailed and accurate records between multiple databases and programs.

• Communicated verification and authorization status updates with the IT department to facilitate decision-making for patients' admission and insurance coverage.

• Communicated effectively with staff members of operations, finance, and clinical departments.

• Maintained a strong knowledge of basic medical terminology to better understand services and procedures.

Data Entry Specialist - at 40 hours/ week/ $32,460 year - Adecco NA - ad1txx@r.postjobfree.com/410-***-****.com, Rockville MD September 2017 — February 2019

Provided comprehensive client and a wide range of administrative support; efficiently responded to inquiries, completed registrations, and maintained applicant files for the Division of Loan Repayment.

Selected Contributions:

• Executed precise procedures accurately transferring sensitive applicant information from the loan repayment website into the internal databases; processed 500 files weekly.

• Independently migrated the most significant phase of the loan repayment division 5-step process.

• Maintained up-to-date and exact client databases ensuring access to detailed information vital to business decision-making.

• Corresponded with applicants, participants, and sponsors delivering in-depth email and telephone support; expedited responses to questions and concerns Assistant Office Administrator - (Washington Light & Gas) at 40 hours/week/ $30, 015 year -Adecco NA - Brynn ad1txx@r.postjobfree.com/410-***-****, McLean VA October 2015 — September 2017

Established and implemented streamlined administrative processes designed to increase productivity, decrease cost, and safeguard the delivery of high-quality services that exceed customer expectations. Oversaw diverse administrative functions, supporting all director-level projects and information-management processes. Selected Contributions:

• Served as the first point of contact for visitors and clients, evaluated their needs, and facilitated communication with appropriate resources.

• Coordinated and scheduled organizational events, company functions, and executive meetings; arranged travel logistics, including booking flights, hotel, and transportation. secured accommodations, and conference rooms; organized activities, luncheons, and catering.

• Compiled, organized, and distributed incoming correspondence; drafted and prepared outgoing communications including emails, letters, facsimiles, and packages.

• Promptly responded to telephone inquiries; supported staffing efforts and activities ensuring efficient office operations and expediting the delivery of services.

• Synchronized daily events; prioritized executive-level activities and managed day-to-day calendar; streamlined administrative processes and delegated assignments improving operational productivity by 20%

• Maintained accurate personnel databases proficiently processing and entering new employee information.

• Monitored office supplies; ordered and stocked items tracking inventory levels applied fiscally responsible buying practices reducing costs by 15%; evaluated, prepared, and presented monthly front-end budget reports to management.

• Monitor all office administrative functions and transactions, and prepare an variety of reports utilizing various databases and automated systems. Release of Information Specialist - at 30 hours/week/ $16,500 year - Healthport Services, Inc, Arlington; Alexandria & Fairfax (these were my territories) January 2013 — September 2015

Evaluated and processed requests for medical information; determined the scope of authorization and ensured the application of guidelines designed to protect patient's privacy. Strategically prioritized and processed requests guaranteeing the implementation of client-approved authorization and legal requirement methodology and project completion by deadlines determined in Service Level Agreements.

• Utilized a variety of health record and electronic documentation systems, including Smartlink, to process, store, retrieve, scan, and file medical information.

• Trained and mentored newly hired employees; provided concise information regarding authorization forms, covered documentation, confidentiality guidelines, patient rights, and HIPPA.

• Educated patients and families regarding policies, procedures, services, and documentation; maintained up-to-date knowledge of medical terminology, HIPPA, and PHI. Searched medical records to obtain information; inserted, updated, and removed data; completed reports.Composed and prepared a variety of correspondence, reports, records, and briefing materials.

• Used application to enter, revise, sort and retrieve sate for reports. Reviewed completed projects before releasing evaluating the accuracy, ensuring adherence to authorization and release limitations, and safeguarding patients' sensitive information while maintaining their confidentiality.

• Monitored work volumes; prepared and presented weekly productivity reports to district management.

• Worked to maintain the confidentiality of information and network data.

• Worked to keep clients aware of progress, while offering updated information.

• Assisted with obtaining the personal information of patients and prepared paperwork in a timely and efficient manner.

• Performed a series of administrative tasks with little to no supervision. EDUCATION

Certification, Johns Hopkins University

July 2020 — July 2020

COVID-19 Contact Tracing

Grand Canyon University

May 2018

One semester to complete degree program.

Associate Degree - General Studies, Northern Virginia Community College, Alexandria, VA

October 2013 — May 2015

Certification - Computer Information Systems, Strayer University, Washington, D.C. October 1994 — April 1995

REFERENCES

References available upon request

AWARDS

Seven Seal Award, Arlington, VA

October 2023

Presented To: Pentagon Customer Assistance Center (PCAC) Washington Headquarters Services Special Events Support for Freedom Award 2024 for meritorious leadership and initiative in support of the men and women who serve America in the National Guard and Reserve. This award was presented to the Washington Headquarters Services for excellence in customer support. This award supports ongoing, continuous, and exemplary service from supporting staff within the Washington Headquarters Services and Government Special Events team. provides.

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