Customer Service Administrative Assistant

Francine Lawrence

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

Takoma Park, MD 20912

301-***-****

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

An administrative professional and educator with: over fifteen (15) years

of experience; effective analytical, organizational and communication

skills; and the ability to complete projects on time and within budget,

considering attention-to-detail, customer satisfaction, and the best

interests of students and their parents, along with the needs of the

school.

EXPERIENCE

Bright Horizons Family Solutions, Silver Spring, MD

Teacher/Instructor, December 2008-Present

. Implement and develop (along with parents) an appropriate curriculum for

students consistent with both the objectives set for students and

the observations of instructor.

. Facilitate a productive learning environment by: assessing behavior of

students to ascertain academic and developmental proficiencies and

deficiencies; intervening (when needed) to maintain safety;

and supplementing lessons with language and visual learning aides, and

with activities.

. Engage and communicate constructively with each student during

educational activities and routines by taking every opportunity to

promote critical thinking or effective problem-solving skills,

thereby maximizing their academic potential.

. Teach and Encourage students to exhibit social behavior and etiquette

that is developmentally appropriate for their ages.

. Assess and acknowledge psychological or emotional needs of students to

maintain stable educational environment.

. Consider needs of students and their families by being flexible and

supportive during transitions to and from classrooms, within the

policies and procedures set forth by the school.

Bright Light Academy, Takoma Park, MD

Teacher/Instructor, September 2002- September 2008

. Implemented and developed (along with parents) an appropriate curriculum

for students accords with both the objectives set for students and the

observations of instructor.

. Facilitated a productive learning environment by: assessing behavior of

students to ascertain academic and developmental proficiencies and

deficiencies; intervening (when needed) to maintain safety;

and supplementing lessons with language, visual learning aides, and

activities.

. Engaged and communicated constructively with each student during

educational activities and routines by taking every opportunity to

promote critical thinking or effective problem-solving skills, thereby

maximizing their academic potential.

. Reinforced students' self-esteem by supporting individuality,

independence, and the ability to make choices.

. Planned a daily schedule that provided a variety of educational

activities, i.e., quiet/active, indoor/outdoor, fine/gross motor, so as

to sustain student interest.

. Documented children's accomplishments through anecdotal notes,

documentation panels, and/portfolios.

. Assisted Academy Director with various administrative tasks, such as:

interviewing parents, managing student files and maintaining records;

and responding to inquiries from parents and other clients.

AT&T Communications, Inc. Oakton, VA

Administrative Assistant, March 1985- February 2002

. Provided effective in-person reception services to facilitate the

effective operation of the office by: greeting visitors;

ascertaining the nature and purpose for visiting the office;

referring visitors the appropriate staff members; and answering

telephone calls, providing accurate information or directing the

caller to the proper source.

. Managed incoming calls on a multi-line phone by responding to public

inquiries in a courteous manner and within scope of knowledge and

authority, directing callers to other persons in the office, as

appropriate.

. Recognized sensitive information to maintain confidentiality.

. Coordinated and scheduled: meetings, appointments, and travel

arrangements.

. Received and analyzed incoming correspondence (mail, faxes, and

courier packages) to distribute correspondence to proper staff

members.

. Drafted appropriate responses (address, subject, contact information

for office or staff member, and return address) for outgoing faxes

and courier packages

. Performed various administrative duties, including: copying, mailing,

filing, typing, and taking inventory of and restocking supplies, as

requested.

. Maintained an organized (neat and clean) office environment to enhance

productivity of the office.

AT&T Communications, Inc., Oakton, VA

Customer Service Assistant/Clerk, February 1980-March 1985

. Assisted staff in placing and receiving telephone calls through main

switch-board station.

. Troubleshot AT&T telecommunication circuits to solve complex

telecommunication problems.

. Received and analyzed customer inquiries to provide answers and

resolve the issues presented.

. Coordinated computerized appointment calendars for a staff of ten (10)

employees.

. Researched and synthesized information used in support of Quarterly

Project Managers' meetings.

EDUCATION

Strayer College, Washington, DC

Degree: Associate of Arts (AA)

Major/Program: Executive Private Secretarial Program,

University of Maryland University College

Major/Program: Paralegal Studies

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