Customer Service Administrative Assistant

Marcia Holleman

**** ****** ***** ***** . *******, Ohio 43230 . 614-***-**** .

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

Summary of Qualifications

Experience in a team-oriented, professional environment providing a full

range of administrative support including skills to coordinate routine to

complex rules and policies and the use of independent judgment to organize

and prioritize functions.

Experience in the use of Microsoft Office applications as well as excellent

data entry skills, attention to detail and the ability to work

independently and as part of a cohesive team. Ability to understand and

implement the complex Ohio Revised Code and the Ohio Administrative Code.

Exceptional customer service skills including the ability to communicate

clearly in person, via email and by telephone in a welcoming, diplomatic

and professional manner and the ability to handle difficult inquiries and

situations tactfully and patiently.

Ability to prioritize responsibilities, adjust to changing office

priorities and demands as needed and meet deadlines. The ability to

discern items that can be handled independently and those that require the

attention of a supervisor and the ability to determine the subject matter

of material and to accurately determine the necessary action to be taken in

a timely manner.

Experience in being exposed to sensitive information and keeping such

information confidential.

Professional Experience

State of Ohio Counselor, Social Worker & Marriage & Family Therapist Board

2004 - 2011

Social Worker Licensure Examiner

Directly responsible for the licensure of Social Workers (LSW), Independent

Social Workers (LISW) and Independent Social Worker Supervisors (LISW-S)

for the state of Ohio.

Reviewed and verified for accuracy and compliance with applicable laws,

rules and procedures all applications, transcripts, examination scores,

employment reference forms, criminal background checks and supplemental

documents necessary for licensure; corresponded and initiated corrective

action with applicants either verbally or in writing regarding errors and

discrepancies on applications and supplemental documents and determined and

referred to enforcement staff for investigative action if an applicant or

licensee violated applicable laws and rules that govern the practice of

social work.

Actively participated in board meetings with the Social Workers

Professional Standards Committee (SWPSC) by preparing the board meeting

agenda, assembling binder notebook of pertinent information to be

discussed, taking meeting minutes and answering questions and providing

direct input to SWPSC. Worked directly with the assigned state of Ohio

Assistant Attorney General (AAG) to provide testimony on behalf of the

SWPSC when denying a licensure application.

Performed licensure presentations to social worker students at various

colleges and universities.

State of Ohio Counselor, Social Worker & Marriage & Family Therapist Board

2003 - 2004

Receptionist/Customer Service Representative

Answered three line agency telephone system; responded to agency emails and

written correspondence by reviewing files, records and other documents to

obtain necessary information; greeted and directed licensees and the

general public to the appropriate department; supported Executive Director

and department Coordinators through researching data, scheduling

appointments, correspondence, and file maintenance.

Opened and disseminated incoming mail; proofread correspondence, records

and reports; reviewed and prepared licensure verification forms; reviewed

post-program approval forms for licensees and assisted Executive Director

and department Coordinators with preparations for board meetings.

State of Ohio Counselor, Social Worker & Marriage & Family Therapist Board

2001 - 2003

Office Assistant

Operated office machines such as photocopier, scanner, facsimile machine,

voice mail system and personal computer; maintained and updated filing

system; carried out written and oral instructions from Executive Director

and department Coordinators to perform various tasks and gathered, collated

and classified information to assist in the preparation of wall

certificates and wallet cards for licensees.

McDaniel's Painting & Construction 1993 - 2001

Administrative Assistant

Performed administrative and clerical duties including maintaining

appointment schedules, organizing records and making travel arrangements.

Maintained financial records for federal, state and local taxes; performed

payroll, accounts payable and accounts receivable.

Interviewed sub-contactors for painting and construction projects.

Reviewed blueprints to provide estimates to bid on painting and

construction projects.

City of Columbus Public Schools 1990- 1993

Job Specialist

Taught pre-employment skills to at-risk high school seniors and assisted

the students to obtain employment after graduating from high school.

Volunteer Experience

The Ohio State University, Columbus, Ohio 2004 - 2010

Member of the Social Worker Professional Advisory Committee (PAC)

St. Paul AME Church, Columbus, Ohio 2005 - 2011

Member of the planning committee for the annual community festival (Jam-N-

Jefferson Park)

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