FELICIA KIRKLAND

443-***-****

ad3yf6@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Proficient in administration with expertise in scheduling, logistics, and inventory control. Skilled in MS Word and Excel. Detail-oriented in document management, ensuring timely acquisition of documents. Adept at coordinating training sessions, managing records, and providing advanced file processing support. Key role in Cowan Systems' logistics, auditing invoices, managing communications, and supporting special tasks, enhancing department efficiency.

PROFESSIONAL EXPERIENCE

S3 Shared Service Solutions

Home Equity Production Assistant

(2/2022-10/2022, 9/2023-Present)

Detail-oriented professional with a proven track record in document management and loan processing support. Adept at seamless communication between Credit Union members and vendors for timely document acquisition and organization. Proficient in assigning files, scanning, and facilitating settlements with the First Mortgage Fulfillment team. Committed to exceeding service level expectations and fostering workplace partnerships for collective success.

University of MD Medical System

Scheduling Coordinator

(4/2023 to 8/2023)

Managed incoming calls within a call center, assisting patients, providers, and staff with established procedures. Conducted accurate patient registrations and handled complex inquiries with documented follow-ups. Reviewed scheduled appointments, collaborated to rectify issues, and verified insurance documentation.

Goddard School of Millersville

Assistant Teacher

(11/2022-4/2023)

Created a safe learning environment through equipment maintenance, multicultural atmosphere, and developmentally appropriate materials. Promoted interaction, communication, creativity, and supported social-emotional development through guidance and family partnerships. Managed classroom operations and developed lesson plans.

Braxton Grant Technologies

Training Coordinator

(1/2018-2/2022)

Arranged and oversaw the scheduling of training sessions, ensuring smooth coordination. Maintained accurate records for training activities, including databases, calendars, participant lists, feedback surveys, and training materials. Used QuickBooks for generating quotes and handling invoice processing. Executed various clerical duties, including filing, typing, and photocopying. Produced and printed documents like fax cover sheets and memos, as necessary. Managed both inbound and outbound calls for the training and Sales team departments. Leveraged advanced proficiency in MS Excel, Word, and Outlook to handle file processing and data management. Offered support to management and the Sales team by assisting with special tasks when needed.

Connections Education

Enrollment Advisor

(3/2017 – 12/2017)

Managed inbound calls, guiding families through the enrollment process, and serving as a liaison between schools and families to resolve issues. Informed families about policy changes, communicated procedures, and found solutions to enrollment obstacles. Participated in outbound calling campaigns and provided ongoing assistance post-enrollment. My commitment to high-quality communication contributed to program success.

Cowan Systems, LLC

Brokerage Billing Specialist

(5/2016-1/2017)

Played a pivotal role in Cowan Systems' logistics department, independently auditing carrier invoices and processing customer invoices while adhering to billing requirements. Managed communication with carriers and customers, responding to inquiries, and maintaining invoicing queues. Identified and rectified invoice errors, handled workload priorities, and supported special tasks as requested by management, contributing to department efficiency and success.

Capstone On-Campus Management

Office Coordinator

(4/2013-8/2013, 10/2014-5/2016)

Handled diverse administrative tasks to ensure smooth office operations, including payment processing, communication management, and detailed record-keeping. Monitored visitor access, processed outgoing documents, managed mail, and handled data input and equipment maintenance. Facilitated effective communication by creating and distributing documents. Performed daily key audits, managed worker orders, and processed applications for new residents. Provided exceptional customer service, welcomed guests, and ensured comprehensive communication. Contributed to the facility's smooth functioning by ordering and maintaining office supplies.

Sylvan Learning Center

Support Center Associate and Administrative Assistant

(11/2012 – 4/2013)

As a Support Center Associate and Administrative Assistant, communicated progress updates to customers and coordinated issue resolution. Handled data entry, prepared for shopper calls, and reviewed call recordings. Also approved quality proposals from Center Level Website Submissions to enhance Center performance.

Handling customer inquiries, collaborated with teams to address questions and resolve issues, improving the resolution process. Conducted shopper calls and email shops to enhance client engagement. Als, demonstrated proficiency in MS Excel, Word, Outlook, and UltiPro for efficient file and data management and HR tasks.

Verizon Wireless

Administrative Assistant/Coordinator

Universal Coordinator

Customer Care Representative

(10/2004 – 6/2010)

Provided essential administrative support to the Director, Area Directors, and Business/Consumer departments by executing various clerical duties, including typing, filing, and photocopying. Managed incoming and outgoing mail, reconciled expense reports, oversaw supply orders, and handled purchasing card transactions. Played a key role in creating a monthly organizational chart using Visio and assisted in planning corporate events and meetings, including conference room bookings and catering arrangements.

Some of my notable accomplishments include efficiently managing phone coverage, call screening, and prioritization to streamline operations. Handled calendars, appointment scheduling, and business travel logistics. My proficiency extended to software tools such as MS Excel, Word Perfect, Visio, and PowerPoint.

Excelled in a tech support role, ensuring the satisfaction and retention of high-value customers by addressing their needs related to cellular, data, and other products/services. Maintained expertise in Verizon Wireless billing systems and various technical programs to access, analyze, and resolve customer inquiries effectively.

Provided personalized support for face-to-face customer interactions, including cash transactions, phone inquiries, and store administration. My role included inventory management, utilizing in-depth knowledge of phones and accessories to optimize customer service.

EDUCATION AND TRAINING

Catonsville Community College (September 1998 – December 2001)

AA Degree, General Studies

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