**** ******* **. 510-***-****

Pittsburg, Ca ***65 abg7w7@r.postjobfree.com

Shalan D. Hooks

OBJECTIVE: Career-minded, well-organized, responsible and hardworking Administrative Assistant with an

outstanding work history in search of a long-term position where my skills can be best utilized with the

opportunity to advance in Administrative support, Customer Service or Office Management field.

SKILLS & QUALIFICATIONS

Proficient in Microsoft Word, Excel, Power point, Access, Quick Books, Lotus Notes, Oracle, Email,

Internet Savvy and knowledgeable in Medical Terminology

Plantronics /Siemens Telecommunication Systems, Advante Software knowledge

15 years of Customers Service Experience

Superior multitasking talents with the ability to manage multiple high-priority assignments and

develop solutions for challenging business problems

Excellent Leadership skills

PROFESSIONAL EXPERIENCE

ITT Technical Institute Concord, CA (2/2010 to Present)

Academic Affairs Coordinator/ Secretary

• Screens telephone calls/visitors & refers to appropriate staff members.

• Schedules and maintains an effective recordkeeping system for correspondence such as reports,

maintaining appointments, meeting minutes, agendas, supplies, preparing work/class schedules and

presentations.

• Maintains Dean, Chairman and Instructors calendars.

• Assists with preparing daily attendance reports, calling absent students and data entry.

• Administer the Wonderlic Test to the new entry students.

• Contacts students that drop the program to re-enter college. Interprets policies and procedures in

response to inquiries.

• Generates shipping orders and performs other related clerical duties as requested.

• Maintains confidential department files and records.

Kaiser Permanente Walnut Creek, CA (6/2007 to 12/2009)

Identity & Access Management Services Information Protection Analyst

• Coordinated new hire paperwork and made arrangements as needed for all new employees and

contractors, including space request, computers, phones, ID's and computer access.

• Escalated sensitive issues to supervisor to ensure rapid intervention.

• Responds to internal & external requests for information relating to established departmental policies

& procedures.

• Demonstrated the ability to work collaboratively with a team to ensure service levels are met.

• Established and maintained a positive rapport with supervisors when dealing with multiple requests for

new hire and current employee access.

• Accessed KP Quick / KP Health Connect Programs as needed.

• Maintained confidential department files & records.

Shutterfly Inc. Red Wood City, CA (11/2006 to 01/2007)

Tech Support Tier 1 Escalation Dept./ Temp assignment

• Provided excellent customer service by answering incoming calls from customers with technical issues

downloading digital pictures online.

• Processed credit card orders with technical issues.

• Handled delivery escalations with UPS, Fed Ex and USPS to assure on-time delivery to customers.

• Called and followed up with emails received needing assistance with website issues and orders.

Kaiser Permanente Alameda, CA (09/2005 to 11/2006)

Retirement Benefit Analyst / Human Resource

• Performed multiple tasks in the employee benefits department.

• Reviewed human resource files using Kaiser Database (microfiche & hard copy), service records and

payroll systems.

• Verified information for updating benefit records for healthcare employees.

• Responsible for maintaining confidential salary files, time cards and records.

• Environment: KHRMIT, TESSERACT (Kaiser linked database system), Lotus Notes, Data Entry,

Excel, Windows Xp

United Healthcare Workers Union SEIU Oakland, CA (09/2001 to 3/2005)

Human Resource Recruiter / Administrative Assistant

• Performed clerical duties such as answering phones, greeting visitors, directing all mail to correct

departments.

• Produced various types of documents according to the request given in a timely manner adhering to

deadlines & company policies.

• Prepared for meetings, ordered lunches and room setup. Made travel arrangements and

accommodations.

• Reviewed company policies, benefits and work schedules with all new hires.

• Maintained confidential department files & records.

North Point Communications Emeryville, CA (09/1998 to 10/2000)

Technical Support Tier 1 Helpdesk Team Lead

• Increased customer satisfaction by answering inbound calls requiring technical assistance.

• Created trouble tickets to track and resolve DSL lines.

• Assisted ISP's with provisioning routers and running test on the circuits.

• Provide excellent supervision to 12-15 customer support representatives.

• Monitored ACD calls.

• Handled escalated calls, discussed performance goals and attendance reviews with reps.

REFERENCES

Available Upon Request

Contact this candidate