CAROLE THORNHILL

Rockville, MD

240-***-****

PROFESSIONAL EXPERIENCE

Visit Montgomery (Sparks Personnel) Rockville, MD

April 2017- Present

This position assists with the call center for the hotel reservation site, www.moco-sports.com for sporting events held at the Maryland SoccerPlex.

• The housing/call center administrator is instrumental in assuring productive, timely and positive communications with clients to ensure customer satisfaction.

• Housing Services: Ensures all hotel listings are accurate per the tournament/event contracts with the hotel.

• Assists with technical training and communication with the hotels participating in the reservation system moco- sports.com.

• Monitors and responds all inquiries (telephone and email) from reservation holders utilizing the MoCo-Sports Reservation site.

• Communicates to the hotel community the timelines for launch of event reservations, deadlines and distribution of rooming lists.

• Distributes room pick up reports and writes contracts for Moco Soccerplex-and various hotels. Monitors deadlines for receipt of room pick up reports

• Creates grids for room blocks/sold/pickup for each individual tournament to create a history of actual room nights generated per event

• Works with Administrator on invoicing and monitoring collection of rebates post tournament Westat (Sparks Personnel)*Temp Contract* Gaithersburg, MD NAEP Help Desk Specialist November 2016-February 2017

• Respond to incoming inquiries from school and support staff on technical and procedural issues related to the NAEP (National Assessment for Educational Progress) assessment and website, supporting data collection activities for the NAEP study

• Use Microsoft Outlook and V.O.P (Voice Over IP) to respond to inquiries

• Respond to voicemails, emails, and engage in live chat support, utilizing Microsoft Outlook and Zendesk call center software

• Record all incoming issues using Zendesk, promptly follow up on all assigned Help Desk tickets and other assigned tasks

Sodexo-Office of Diversity (Sparks Personnel) Gaithersburg, MD Customer Support Specialist/System Administrator (Temporary Assignment) May 2016-October 2016

• Responded to inquiries from hiring managers and job applicants regarding issues related to employment

• Used BALANCETrak, Microsoft Office (Access and Excel), and other tools to respond to these inquiries National Institutes of Health, National Heart, Lung, and Blood Institute Bethesda, MD Office Manager/Executive Assistant October 2008-May 2009

• Managed calendars for Division Director and other key staff within the Office of the Director (OD)

• Coordinated the Director’s meetings and other appointments as well as providing all relevant meeting materials in advance

Contracts Specialist /Customer Service Rep.

• Handled incoming calls

• Made travel arrangements for OD staff, as well as any visiting scientific staff, including processing reimbursements and advancement requests in NBS Travel System

• Coordinated work activities with four additional Office Managers within the Division and provided backup to the Assistant Office Manager, as needed

• Developed and maintaining the DCVD Correspondence Database, which contains all correspondence going out of and coming into the Division Director and other key OD staff National Institutes of Health, Office of Human Resources Bethesda, MD Human Resources/Program Support Assistant August 2007-October 2008

• Provided Administrative HR support for Title 5, Title 38, Title 42 and SES & SBRS

• Prepared cases for the various committees for review for salary increases or reviews

• Input cases into the SPB database for compensation/appointment cases

• Made copies for case reviews

• Created PowerPoint Presentations as needed

• Answered phones for incoming questions and inquires

• Arranged for couriers for deliveries and packages

• Attended and participated in PSG Meetings (Program Support Group Meetings)

• Prepared performance award documentation for Branch

• Made travel arrangements including preparing the travel orders and vouchers

• Assisted with resumes and candidate reviews

• Used ITAS, NIHITS, and other software

Belcantech Support Services (Lockheed Martin) Rockville, MD Administrative Assistant January 2004-May 2007

• Provided high-level contract administrative support services to senior facility management and staff

• Created monthly presentations for departmental metrics meetings

• Conducted inventory of office and information technology supplies

• Ordered and distributing office and technology supplies

• Scheduled and escorted vendors to job sites, provided updated vendor access credentials to building security

• Maintained senior facility management calendars

• Coordinated logistical arrangements for on and off site meetings, investigations, and conferences

• Drafted correspondence and monthly reports

• Processed travel orders, reimbursements and vacation requests

• Utilized the department’s electronic invoice processing system (VIP) for vendor payment Randstad Rockville, MD

Administrative Assistant Assignments April 2000- May 2003

• Provided temporary administrative and executive level support services to a number of government agencies, contractors and large private corporations Edward Sagel Funeral Direction (Randstad)

Office Assistant (weekend job) October 2001- May 2003

• Answered phones and processing service requests

• Scheduled meetings with families in the funeral director’s calendar

• Placed obituary notices in newspapers

• Organized and tracked office files, drafted all office correspondence

• Evaluated death certificate information for accuracy

• Managed various office and funeral home needs in absence of management or funeral director Digibid.com Kensington, MD

Customer Service Assistant Manager March 1999- April 2000

• Supervised and assisted the personnel of the customer service department of an Internet based pro-audio gear auction website

• Vetted personnel time and attendance sheets for management approval

• Interfaced with the company’s financial consultant on accounts payable

• Approved credit card refunds, charge back rebuttals, and cosigner shipping cost reimbursements

• Generated weekly and monthly statistical reports on website performance results and payments

• Trained new employees in customer service functions

• Consulted with management on promotional ideas, company goals and website objectives COMPUTER SKILLS

• Microsoft Office Access, Excel, PowerPoint, Word, Outlook

• SharePoint

• Adobe Acrobat and Adobe Illustrator 10.3

• Elite

• Government software: NBS (Travel software), ITAS (Government Time Keeping), OHR Database, procurement software, BALANCETrak

EDUCATION, CERTIFICATES & TRAININGS

Design Desk Private Tutors

• Adobe Illustrator 10.03 Instruction 2003

• Microsoft Certification 2002

Landmark Education New York, NY and Alexandria, VA Professional Development and Communication Course 2000-2001 Montgomery College Takoma Park, MD

Word Processing Certification 1997

Albert Einstein High School Kensington, MD

High School Diploma, General Studies 1991

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