Customer Service Assistant

Winifred Fern Riley **** Naylor Road, SE Apt. ***

Washington, DC 20020 Email: ***********@*****.***

(Home) 202-***-**** (Work) 202-***-****

Citizenship: U.S. Citizen Veterans preference- None

OBJECTIVE: To obtain a position that will enable me to use my strong organization skills, educational

background, customer service and ability to work well with people.

EMPLOYMENT HISTORY:

USDA, Agricultural Research Service Office Automation Assistant

1400 Independence Ave., SW RM 3913S January 2010 - Present

Washington, DC 20250 -0304 GS-0326-05/04 ($37,481)

Director: Dr. Donald McLellan (may contact) Telephone: 202-***-****

• Receives and submits electronic documents through the use of Microsoft Word and Outlook and prepares

distribution lists for the ODEO staff.

• Create and edit Microsoft Power Point presentations containing graphics and charts.

• Compile and input data using appropriate computer software to maintain procurement, time and attendance

records and retrieve information from various databases.

• Finalization of correspondence and documents to create directories, and to properly store and retrieve

documents and generate reports while assuring information provided is technically correct in accordance

with applicable regulations and is provided within the agreed time frame.

• Maintained and ordered office supplies, as requested by other staff members upon approval of the

Supervisor/Director.

• Typed routine correspondence and reports in proper format while checking for accuracy of spelling,

punctuation, and grammar. Prepare revisions to outgoing correspondence and documents and mail final

documents and correspondence with appropriate attachments.

• Updated office files on yearly basics. Handle office mail functions, including entering general and

complaints mail into appropriate database programs, routing mail to appropriate staff members, and

preparing outgoing mailings and deliveries.

• Practice good human relations techniques in dealing with supervisor, co-workers, and others to create an

environment which promotes harmony, teamwork, and cooperation. Answer routine inquires from visitors

and telephone callers in a prompt and courteous manner and accurately takes and delivers messages for

staff members whom are unavailable.

• Under the guidance of the Program Analyst, I have formatted and edited the Civil Rights Impact

Analysis (CRIA) reports as well as the Management Directive-715 (MD-715). These reports are

in Excel Spreadsheets and some of the information needs to be updated or corrected on a monthly

basis.

• Create and edit travel itineraries and vouchers through Govtrip software whenever a travelers

needs to schedule a trip under the guidance of the Executive Assistant.

Consortium for Child Welfare Administrative Assistant

2120 Bladensburg, Rd, NE Ste. 106 February 2006 – January 2010

Washington, DC 20018 $35,000 (37 hours per week)

Executive Director: Dr. Anniglo Boone (may contact) Telephone: 202-***-****

• Performs administrative and office support activities for Executive Director and Co-Workers. Duties

include answer telephone calls, receiving and directing visitors, word processing, filing, and faxing.

• I have extensive software skills with Microsoft Office Suites 2007, Word, Excel, Power Point, and

beginner skills with Access and strong internet research, communication and customer service skills.

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• Coordinate various office support services, including purchasing and facilities managements. Strong

education and training in creating invoices for vendors of the Consortium for Child Welfare, Family Ties

Project, Foster Parent Training and Parents Matter. Work very closely with Executive Director and

Director of Family Ties Project in during CEU’s for social workers.

• Assist with planning new employee(s) coordinating meeting, compiling materials and maintaining

employee(s) database records with sensitivity to confidential matters. Operate and make sure maintenance

of all office equipment is in good working condition accordingly to contracts with the vendors. Maintain

and troubleshoot solid customer relationships by handling questions concerns with speed and

professionalism.

• Program Coordinator was my second hat in which there were two grant programs that were awarded to

Consortium for Child Welfare called Parents Matter and HIV/AIDS. Both programs I was responsible for

coordinating locations, time, speakers and setting up food. Parents Matter was a program for parents to

learn about parenting pre-teens up to 13 years old.

• The HIV/AIDS program was for parents either who had children, relatives or associates who were going

through the illness and upon each completion of the program you received a certificate showing the

number of hours you receive.

National Association of Social Workers Continuing Education Assistant

750 First Street, NE Ste. 700 March 2001- February 2006

Washington, DC 20002 $33,000 (37 1/2 hours per week)

Supervisor: Mr. Samuel Reed (no longer work with the org.) 202-***-****

• Approves continuing education provider applications for CE approval and corresponds with prospective

clients regarding applications, policies and procedures governing approval of applications.

• Respond to applicant inquires; interprets program policies and procedures to applicants and prospective

customers.

• Updates internal and external continuing education records using Microsoft Word software, access

databases, excel spreadsheet, and IMIS 10 Enterprise Operating system, and filing system.

• Administer customer payments, tracks and mail notices regarding renewal periods, reviews and process of

invoice payments.

• Communicated and interacted with external parties regarding continuing education requirements. I

communicated with over 56 licensing boards regarding rules and regulation of their states for social

workers CEU’s.

• Have served as office manager by maintaining supplies and equipment, scheduling of office appointments

and committee meetings.

• I have cross-trained backup support within the unit for processing of CE applications and managing

databases in my absence.

D.C. Board of Elections and Ethics Computer Specialist

441 4th Street, NW Room 250N June 1982 – May 2000

Washington, DC 20001 DS-334-11/5 ($41,292)

IT Manager: Darlene Lesesne (may contact) 202-***-****

• Co-managed operation of the automated systems and subsystems required for the maintenance of an

accurate voter registry, including that associated with National Voter Registration Act.

• Assisted in the programming, co-ordination, and operation of automated programs used for election

processing and ballot tabulation, ensuring integrity and completeness of accuracy/logic testing for ballot

tabulation, the conduct of mandated public testing of equipment and vote tabulation process.

• Monitor voter registration, data entry, responsible for the creation of precinct rosters of voters, and

recordation of data to update voter history records as prescribed by the District of Columbia Voter ACT.

• Conducted voter canvasses count, and the production of official registration statistics on election night.

Troubleshoot and monitored control over the extensive terminal network servicing of all agency

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workstations for on-line data entry to voter registrations records and on-line responses to telephone

inquiries, mail requests, and work flow requirements.

AWARD

Spot Award July 1, 2012 – August 1, 2012 ($500)

Extra Effort Award for the period of September 6, 2011- October 28, 2011 ($2,000)

Performance Time Off Award October 1, 2011 – September 30, 2012 (30 Hours)

CFC Time Off Award October 1, 2010 – March 1, 2011 (4 Hours)

2010 Performance Award October 1, 2009 – September 30, 2010 ($1,135.00)

EDUCATION

Strayer University September 1998 – December 2002

Washington, DC 20005

Associates of Arts Degree in Business Administration

G.P.A. 2.792

Frank W. Ballou Senior High school - September 1968 – June 1970

Washington, DC 20032

High School Diploma

SKILLS, TRAINING AND COMPUTER PROFICIENCY

• Self-certified 40 wpm

• Microsoft Office Suites Word, Excel, Outlook and Power Point

• Data Entry Operator 10,000-12,000 keystrokes

• Internet Explorer, American Online,Yahoo and Verizon

• Office Scanner, Photocopier, Calculator, Facsimile Equipment, Multi-line telephone

• WebTA – Lead Timekeeper for Office of Outreach, Diversity and Equal Opportunity

• Executive Assistant has train and guide me in during Travel, and Vouchers in Govtrip

CERTIFICATES OF COMPLETION

• New Employee Orientation (USDA)

• FY2010 USDA Information Security Awareness and Rules of Behavior Training

• FY2011 USDA Information Security Awareness and Rules of Behavior Training

• FY2012 USDA Information Security Awareness and Rules of Behavior Training

• FY2013 USDA Information Security Awareness and Rules of Behavior Training

• Ethics: Training Module 21 New Employee Ethics Orientation (USDA)

• Introduction to Information Systems January 22, 2013 – March 26, 2013

• Administrative Office Management June 24, 2013 – August 26, 2013

• Administrative Procedures April 12, 2012 -June 14, 2012

• NO FEAR Act Refresher Training 2011 (USDA)

• NO FEAR Act Refresher Training 2012 (USDA)

• ARS Cultural Transformation Initiative Video June 22, 2012

• Workplace Harassment for Employees December 18, 2012

• Business Math September 20, 2012- November 29, 2012

• Introduction to Microsoft Excel January 25, 2011 – March 1, 2011

• Proofreading and Editing August 30, 2010

• Practical Writing August 31, 201 0

• Certificate of Customer Services October 2002

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