Administrative Assistant, Clerical/Customer Service Specialist

Gwendolyn Allison

*** ********** ******

Elyria, OH 44035

Tel 440-***-****

**********@*****.***

Multi-talented software analyst and administrative professional with MS

Office skills.

OFFICE TECHNOLOGY

I have gained extensive knowledge of a wide variety of software

skills/languages as shown by the following:

Database Systems (Ms Access), Operating Systems (MS Dos,

Microsoft Windows 95, 98, NT, 2000 Server, and XP), Programming

Language (FoxPro 2.5, SGML 5.5, Near & Far 3.0 (DTDs), and

Microsoft Visio.

Corel Suite 8.0; WordPerfect 8.0 and 9.0; Quattro Pro 8.0; MS

Outlook 2000; Informs; FMIS; Bart B 2000 and Netscape 4.5.

MS Windows Applications; Word 7.0 & 7.1; WordPerfect 5.0; Excel

5.0; Access 3.0; Fox Pro 3.1; MS Outlook 97; America Online;

Netscape 3.1; Lotus Notes; MS Dos WordPerfect 5.0; America

Online; Quickbooks 3.0.

MS Dos WordPerfect 5.0; Creative Calendar Plus (CC+);

Wang/Darmis System.

LAN System utilized MS Dos Applications; CC Mail and E-Mail.

EMPLOYMENT HISTORY

Case Western Reserve University/Kelly Services, Cleveland, OH

American Greetings/Kelly Services, Cleveland, OH

Administrative Assistant/File Clerk/Call Center Specialist

April 2010-March 2013

. Gather materials to be filed from staff. Purge records,

and add new records when directed.

. Code, index, classify files according to content

chronologically, alphabetic or numeric.

. Assist in audit research. Implement and modified library

for efficiency.

. Followed up/researched customer orders, product

inquiries/returns, and complaints.

. Provided application and pc support, troubleshoot and

resolved inbound calls, reset user name/password for

retailers, field sales personnel.

. Record calls and report activity in daily support log.

. Troubleshoot and resolved inbound calls and emails from

consumers regarding electronic interactive greeting cards,

online graphics and animation via the web.

Federal Emergency Management Agency (FEMA), Department Homeland Security

/Augmentation, Hyattsville, MD

Customer Service Representative September 2005-

February 2007

. Processed/analyzed FEMA applications. Performed flexible,

accurate, and detail-oriented multi-taskable functions;

answering high volume, on-demand calls, and interacting

with disaster victims. Tasks were typed, and data entry

processing was used.

. Displayed premier customer service, expeditious and

confident service, and conflict resolution, by providing

applicants information regarding application processing,

financial award/grants values and alternative solutions in

compliance with directives.

PEC Solutions, Inc. (INS/DHS), Washington, DC

Computer Sciences Corporation (INS), Washington, DC

Electronic Data Systems (INS), Washington, DC

Applications System Analyst-Intermediate March

2000-May 2005

. Provided technical support; processed, and maintained the

Portable Automated Lookout Systems (PALS) monthly release.

Processed CD recordings for CD mastering, mass

reproduction, and mailing services.

. Provided lab support in testing, analyzing and processing

of PALS software applications which provided the

functionality, security, lookout search, vessel search,

system administration/management, and database operations.

. Drafted, documented, and maintained PALS (LAN-ready system)

system manuals, directives, reports, and collected

statistical data by data entry.

. Resolved internal/external customer service operational

issues through a 24-hour Help Desk Support.

. Assisted in the design preparation of database instruments.

LEADS Corporation (USPTO/DOJ) Arlington, VA

Analyst/Support Specialist July 1998-March

2000

. Provided technical, and administrative support.

. Provided lab support in testing, analyzing and processing

of an authoring tool that provided software application

compatibility and hardware manipulation. Gathered IT

related requirements. Processed Document Type Definitions

(DTD), Standard Generalized Markup Language (SGML), and

Extensible Markup Language (XML). Tasks included data

entry, and e-filing.

. Provided technical and statistical status, productivity and

activity of projects both internally/externally. Attended,

and facilitated project meetings and focus group sessions.

Excel Temporary Services/Trak Staffing, Washington, DC

Office Team/Kelly Services, Lorain, OH

Executive Administrative Assistant June 1997-May

1998

. Provided administrative support to various department

heads, directors, and staff. Answered telephone inquires,

maintained office equipment, and supplies

. Prepared, organized, maintained, collated, and bound a

variety of contract/legal agreements, proposals,

scholarship funds, reports, files, and logs.

. Planned on-site and off-site meetings. Arranged travel

(hotel & flight reservations). Coordinated meals, banquets

and rental services. Arranged seminars, and conferences,

coordinated meetings, training sessions, appointments and

interviews. Participated in seminars, conferences, and

banquets. Processed financial records, and expense

reports. Tasks included typing, and data entry.

Pentagon Group, Inc., Washington, DC

Project Manager/Administrative Assistant June

1995-May 1997

. Prepared and processed (Light) debit/credit bookkeeping,

and expense reports,

. Prepared meeting materials, bids, contract proposals, and

invoices as required.

. Coordinated, meetings/schedule for employees, and

potential customers, and clients. Created, and implemented

company portfolios for employees, and commercial

advertisements. Tasks included filing, typing, and data

entry.

. Showed clients prime real estate, and investment

properties.

. Answered in/outbound telephone inquiries.

Standard Technology, Incorporated, Falls Church, VA

Senior Administrative Assistant September

1994-April 1995

. Working supervisor coordinated projects, and maintained

continuity of administrative team, and tasks.

. Coordinated and handled projects, quarterly medical

newsletter, and mass production of manuals and

publications.

. Coordinated, and arranged staff travel, and on/off site

meetings. Arranged and processed travel, fund citations,

vouchers, letters, memorandums, and distributed inner

office mail, and scheduled company's receptionist coverage.

US Customs Service, Department of Treasury, Washington, DC

Staff Assistant October 1992-September

1994

. Maintained Deputy Assistant Commissioner's schedule;

screened, and prioritized meetings and engagements for

inter department heads, attaches, dignitaries,

congressional, and regional staff.

. Researched, analyzed, and coordinated essential reports,

and documents for daily briefings/meetings, and

engagements.

. Conducted research, regarding management processes,

policies, and procedures; provided answers to inquiries

from staff members, and customers.

EDUCATION/SPECIALIZED TRAINING

University of Maryland Baltimore County, MD, Certification,

Oracle 9I Database Administrator, 1/95-6/95

Several Government Administrative Training Courses, Washington,

DC, 1/93-8/94

Lorain County Community College, Elyria, OH, 9/79-9/80

Lorain County Vocational Center, Wellington, OH, 6/77-6/79,

Certification, Clerical Stenography

Served U.S. Navy, 6/80-4/92

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