Administrative Assistant Customer Service

ude A. Mirasola

J

**** ******* *****, ********, ** 76028, 717-***-****

Skills Summary

Strong organizational, time management, research, and problem resolution skills

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Experienced in sales, customer service, office operations and MS software, Internet skills

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Proven abilities in operations management and staff supervision and training

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Type 70 wpm. Operate all standard office equipment, computers and peripherals

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Work Experience

Nissan of Burleson Auto Dealership, Burleson, TX June 2012 – Oct. 2012

Sales Associate: Developed a customer base to sell new Nissan and various manufacturers’ automobiles. I was selected

as the dealership Safety Committee Leader to develop and implement improvements to the sales process and dealership

safety procedures. I wrote the dealership’s first sales process manual. I established dealership relationships with

community businesses and the Burleson Chamber of Commerce.

Commonwealth of Pennsylvania, Harrisburg, PA May 2005 – May 2011

Department of Transportation, Bureau of Office Services Dec 2010 May 2011

Paperwork Management Unit, Manager of Publications and Maps/Supervisor Publications Store : Edit

publications submitted by department management using Adobe Pro 9 to ensure content and formatting accuracy and

compliance with DOT regulations. Responsible for ordering the printing of DOT mandated publications as well as state,

county, and regional area and transportation maps. Maintained warehouse and in house inventory of publications and

determined those to be updated or retired. Supervise one Clerk 2 in sales store providing publications to DOT, other state

agencies and the private sector.

Department of Labor and Industry, Bureau of Workers’ Compensation Sept 2006 Dec 2010

Records Unit, Clerical Supervisor II: Supervised nine Clerk II’s and one Clerk III lead worker in the operations

of the Records Unit to access and print claimant workers’ compensation records in response to requests from attorneys,

WC insurers, medical providers, the courts, and workers’ compensation judicial staff. Supervised printing and mailing

claimant hearings’ petitions. Created and maintained the first unit operations manual. Responsible for the ordering,

installation, repair, and maintenance logs of all printers and microfiche reader/printers used by five bureau units.

Maintained file room and purging schedules in compliance with state law. Interviewed, hired, and trained all unit staff,

including many employees who were promoted to higher positions. Wrote and conducted all employee evaluations,

approved and tracked all staff leave usage. Provided additional training and staff counseling, and enforced disciplinary

measures. The changes that I made to unit operations reduced the response time to requests from 30 business days to 10

or less.

Department of Transportation, Bureau of Office Services May 2005 Sept 2006

Administrative Unit, Clerk Typist II: Clerical supported to the bureau director and 96 bureau employees. Acted

as bureau receptionist, and bureau coordinator of: training, travel, and workers’ compensation; timekeeper and payroll,

leave, benefits, and personnel records clerk. Entry of all bureau timesheets and leave usage and quarterly reports.

Backup to bureau administrative assistant in preparing and tracking public correspondence to the Deputy Secretary of

Administration. Scheduled all bureau interviews to fill position vacancies. Demonstrated proficiency in SAP, ESS, Training

Partner, and all MS office software, especially Word and Excel. Responsible for distributing and maintaining the inventory

of office supplies. Date stamped all incoming bureau mail, including sealed bid submissions for DOT purchasing contracts.

PA Association of Child Care Agencies, Harrisburg, PA March 2005 May 2005

Data Transfer Consultant: Temporary self employment while interviewing with Commonwealth agencies.

Integrated agency membership data from several Excel worksheets into an

Access database.

JFC Temporaries, Inc., Camp Hill and Harrisburg, PA

May 2001 March

2005

Amysis Synertech, Inc.: Administrative Assistant to the Claims Department Manager and the Claims

Production Team Leader of a third party billing administrator for medical insurers.

Federal Emergency Management Agency: Customer Service Representative assisting claimants of hurricane

damage victims in the application process to obtain emergency federal aid.

Penn State Milton Hershey Medical Center: Staff Assistant. Provided clerical support to the Human Subjects

Protection Office. Prepared and delivered confidential information to boards of directors that reviewed, approved, and

oversaw medical clinical trials and studies. Maintained confidential participant files.

Pennsylvania Employees Benefit Trust Fund: Administrative Assistant to the Director of Finance.

Responsible for identifying and recouping reimbursement of medical claims paid for state employees’ worker’s

compensation and third party liability injuries. Created Subrogation Questionnaire Status and Open Case Logs to track

incident investigations and 3rd party liability litigation. Had direct contact with workers’ compensation and plaintiffs’

attorneys. Located over three million dollars in subrogation reimbursement to the trust fund.

McCafferty Ford and Kia Auto Dealership, Mechanicsburg, PA Feb 2001 May 2001

Auto Sales Associate: Received three weeks classroom training in auto sales techniques. Sold new Kia

automobiles and used or trade ins. Contacted prior and prospective customers to initiate new sales. Earned best Kia

dealership salesperson status in third month on sales floor.

Bennett Williams Commercial Realty, Mechanicsburg, PA Dec 1998 June 2000

Administrative Assistant: Responsible for the preparation of commercial real estate purchase and leasing

contracts. Created sales brochures and property listings using MS Publisher and Adobe Photoshop. Acted as office

receptionist. Ordered all office supplies, equipment, and services.

Law Office of Jay W. Jacobs, San Francisco, CA June 1989 November 1998

Legal Secretary: Supported six attorneys in an insurance defense litigation firm. Prepared legal briefs,

correspondence, and deposition summaries. Maintained attorney and court calendars. Prepared firm’s quarterly invoices.

Maintained all confidential client files.

Raymond E. Lindahl Structural Engineers, San Francisco, CA March 1985 – June 1989

Executive Assistant: Assistant to the chief structural engineer of an earthquake inspection and civil projects firm.

Created computerized job costing system utilizing Lotus 123. Prepared monthly projects’ invoicing and construction cost

estimates. Supervised office clerical staff. Ordered all office equipment and supplies.

Education

San Francisco State University 1986: 12 credits, undeclared major with emphasis on creative writing, French, and

Holistic Health. Earned a 3.5 GPA.

York College 1975: Elementary Accounting I, no credits

National Honor Society student member in middle school and high school.

References available upon request.

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