Administrative Assistant Customer Service

FELICIA S. JONES

**** *. **** ****** ( Chicago, IL 60620 ( 773-***-**** (

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

Career Summary

. Highly skilled, polished professional with 10+ years extensive

experience in support roles to high level executives with the

ability to anticipate high demand executive needs.

. Seventeen years of customer/client contact at DDB Chicago, City of

Chicago and Trans-World Airlines.

. The ability to support multiple executives at once, effectively

demonstrate excellent communication, organizational, problem

solving and prioritization skills; the ability to multi-task, meet

frequent and ever-changing deadlines in a fast paced environment;

work independently and as a team player, handle confidential

material with the utmost discretion.

. A self-starter, who take initiative and resourceful in knowing how

to complete a task with little/no direction; a detail-oriented,

flexible, high energy individual with excellent follow through,

sound judgment and a "can do" attitude.

. Exceptional listener and communicator who effectively conveys

information verbally and in writing.

. Results-driven achiever with exemplary planning and organizational

skills, along with a high degree of detail orientation.

Professional Experience

Prayer and Faith Outreach Ministries October 2010

- Present

Administrative Assistant

. Provide administrative support to Senior Pastor

. Assist with administrative detail of all projects and coordinate

work flow

. Maintain and update database of contact information

. Overlook all business meetings of the Church and at all meetings of

the Leaders

. Track attendance, communication from Sunday attendees, and prayer

requests

. Recruit, train and oversee volunteer administrative assistants who

handle many of the basic administrative functions of the church

. Prepare the weekly worship bulletin

Illinois Action for Children - SPROUT June 2010

- September 2010

Site Coordinator

. Ensured that the overall operation of the site directly supported

the purpose of the SPROUT program

. Provided guidance and direct supervision to staff and youth

participants

. Responsible for hiring, training, overseeing faculty and staff

members

. Facilitated a productive, safe, friendly and exciting working

environment for SPROUT staff

. Processed paperwork relating to campers/staff (medical forms,

registration forms, injury reports).

. Managed calendar schedules, trips, staff meetings, etc.

Edelman, Chicago - Public Relations January

2008 - November 2009

Administrative Assistant

. Performed administrative and office support activities for multiple

executive level staff

. Arranged extension travel bookings, lodging, registration for

seminars and workshops

. Prepared expense reports

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Felicia S. Jones Page 2

. Worked with internal and external parties to organize the various

components needed to initiate, perform independent research and

preparing information for special projects

. Managed calendar schedules, appointments, meetings, etc.

. Handled set up of computer/laptop and projector for presentations

. Coordinated details (supplies, food, etc.) surrounding in-house and

off-site meetings, workshops

DDB Chicago - Advertising Company

September 2005 - August 2007

Executive Assistant

. Provided administrative support for the Senior Vice President,

Group Account Director and the President of DDB Chicago's Account

team

. Arranged extensive travel accommodations for the President.

Coordinated and arranged professional conferences and events

. Performed projects and assignments as requested by the Executive

Committee and performed other services or responsibilities as

directed or designated by the President

. Maintained a log of all activities, requests, and outsourcing

costs. Submitted monthly reports to the President as requested

. Performed a variety of executive support tasks that may be highly

confidential and sensitive

. Reviewed, proofread, and edited documents prepared for the

President's signature

. Coordinated and facilitated the President's calendar to arrange

appointments, meetings, and conferences

. Read and screened incoming correspondence and reports; made

preliminary assessments of the importance of materials and

organized documents; handled some matters personally and forwarded

appropriate materials to the President

. Organized and maintained the President filing system

. Worked on multiple projects under pressure to meet all deadlines

and continued to be flexible in a changing environment

MAXIMUS/Workforce Investment Act Program March 2005 -

September 2005

Case Manager

. Responsible for conducting assessments of client status to

determine appropriate placement into program components.

. Ensures that all clients develop employment application, custom

resume and interviewing techniques and present employment readiness

workshops regarding Life Skills, Job Search and Job Retention.

. Work cooperatively with the Mayor's Office of Workforce Development

(MOWD) to provide services to participants.

City of Chicago - Unysis May 2001 - March

2005

Administrative Assistant/Special Projects Coordinator

. Provided on site internal services such as advanced and complicated

administrative and logistic duties utilizing a broad range of

administrative skills, applied knowledge of company process,

systems and procedures

. Coordinated activities across functional areas and followed up to

ensure that requests were carried out

. Prepared complex reports, verified non-routine bills, schedules,

timesheets, receipts, invoices, purchase orders and other

documents; maintained records requiring classification and

compilation of varied information

. Processed all subcontractor timesheets and expense reports

. Arranged and made notifications of appointments and travel

reservation/arrangements

. Interacted with individuals in a broad range of situations in a

complex work environment

. Created (Statement of Work) for the various projects

. Assisted in managing projects by coordinating project activities,

manpower and material requirements

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. Provided clarification with project issues

. Conducted Unisys/BIS - City of Chicago (Business and Information

Systems) discussions of issues and recommendations with projects

. Ensured that the necessary signoff from the departments are

accurate and completed in a timely fashion

. Closed out project and submit for billing

City of Chicago - Unysis

SDC (Service Delivery Coordinator) / Helpdesk

. Managed 30+ Technical Engineers for the City of Chicago, Chicago

Park District, and Chicago Transit Authority accounts

. Primary point of contact for Users, functional service provider,

functional managers and other team members to ensure an accurate

service request is routed to the appropriate functional engineer

Aon August 1998 - May 2001

Executive Assistant

. Supported the President of Aon Re Services

. Coordinated activities across functional areas and followed up to

ensure that requests were carried out. Assisted in the preparation

and follow up for client meetings

. Prepared complex reports, verified non-routine bills, schedules,

timesheets, receipts, invoices, purchase orders and other

documents; maintained records requiring classification and

compilation of varied information

. Processed all subcontractor timesheets and expense reports

. Arranged and made notifications of appointments and travel

reservation/arrangements

. Coordinated all company events, workshops and other programs

. Interacted with individuals in a broad range of situations in a

complex work environment

. Facilitated all daily client service activities

. Oversaw the purchase of documents and office supplies

. Assigned, supervised and reviewed the work of six other secretaries

within the administration department

Trans-World Airlines (TWA) / Mr. Travel January 1990 -

August 1998

Certified Travel Consultant

. Provided corporate VIPs, executives, top talent in the

entertainment businesses travel arrangements

. Booked both International and Domestic Travel for corporate and

commercial clients

. Answered incoming calls confirming reservations, processed client

requests for airline, hotel and automobile reservations

. Provided administrative support for outside contractors

. Worked on-site to provide effective high quality customer service

. Worked with ticket stock: pre-paid, handwritten tickets, voids,

refunds and exchanges

. Processed and maintained personal and confidential client profiles

on a regular basis

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Skills and Knowledge

Hardware (PC--Windows, Mac)

Equipment (Graphing calculators, scanners, digital cameras, document

camera/visualize Transcription /Dictaphone, 10 key)

Operating Systems (Windows 98/2000/NT/XP, Mac OS-7.x/8.x/9.x)

Applications (MS Office Suites 2007, MS Project4, Remedy, Peregrine

(Service Center), Apollo, Sabre, PARS, Lotus Notes, GroupWise, Outlook,

IWDS,)

Productivity software (Microsoft Office, Microsoft Works, Apple Work)

Word processing (Word, Word Perfect)

Spreadsheets (Excel)

Presentation software (PowerPoint)

Database/File management (Access)

Graphics/Drawing/Painting tools (Word Drawing Tools, PhotoEditor,

PhotoShop)

Communications tools (e-mail, listservs, Instant Messaging/Chat)

Typing of 75 wpm

Education

Colorado Technical University

Masters of Business Administration Concentration: Human Resources

06/2011

Robert Morris College

Bachelors of Business Administration Concentration: Management

11/2008

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