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Customer Service Administrative Assistant

Alexandria, Virginia, United States
January 29, 2018

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Kermit Smith

***** ****** *** *****, *****, Va. *2015


Objective: To work in a rewarding position with an organization where I can apply my knowledge, skills, and experience while furthering my career goals in the field of business management.

Summary of Qualifications:

Ten plus years of customer service experience in the private and public sector

Two years administration experience managing the daily operations of an office

Four years as Task leader/ Project Supervisor in a call center environment

Working knowledge using Microsoft Office Suite, experience with SharePoint and proficient in updating MCMIS systems

Experience with fundamental guidelines of FMCSA requirements

Eight plus years’ experience with training new Personnel

Strong problem solving skills

Capacity to learn quickly and multi-task

User/Supervisor Experience with Oracle Service Cloud

Public Trust Clearance

4 plus years of Tier 1Help desk support experience

Work Experience:

National Data Care. Chantilly, VA, Facility Account Specialist 09/15- present

Responsible for Interacting with customers via phone and/or email to provide and process information in response to inquiries, concerns and request regarding bank accounts by performing the following duties.

Responds handles and promptly resolves any customer inquiries, concerns and request.

Processes overdrafts for bank accounts

Reconciles checking accounts

Performs various clerical duties to include photocopying, faxing, scanning and filing.

Specialist on Call. Herndon, VA, Consult Coordinator (Part time Job) 06/15- present

First Point of Contact upon service initiation

Collects vital information such as patient and hospital demographics

Ensures hospital and physician readiness, both audio and video as well as the availability of patient Images

PCCW Global, INC. Herndon, VA, Legal Administrative Assistant 04/15- 09/15

Adecco Staffing Services (Temporary Assignment )

Develop, organize and maintain departmental filings and record keeping systems

Prepare expense reports

Prepare Monthly report for team

Process Invoice payments, budget requests and resolve payment issues in coordination with vendors and Finance

Maintain records of outside counsel expenses

Prepare and maintain template legal contracts

Review and/or process sales agent applications

Provide assistance on routine state and federal compliance filings

Assist Lawyers on general administrative task

Adhoc request as required/assigned

COmputing TechnologieS, Inc. Fairfax, VA, Task Lead/ Project Supervisor 06/11-04/15

Supervised> 70 employees in support of the FMCSA IHS-ARIP contract

Communicate with FMCSA personnel on the IHS-ARIP contract to ensure adherence to performance metrics and providing feedback for improvements

Maintain spreadsheets of employee leave balances and supplies for the contract

Assist with performance reviews

Interview potential hires and provide feedback to Management

Provide written and/or verbal counseling of employees by monitoring employee service performance

Supports Earned Value Management (EVM) and invoicing by assisting with the daily timesheet recording and monthly confirmation of hours being billed to the contract

Remains in constant communication with management on the everyday duties of the contract Also communicates with lead clerks on a weekly/monthly basis regarding the progress of the work being done

Provides assistance over the phone, including elevated customer service support on

behalf of FMCSA

Provides Help Desk Tier 1 support, Mainly focused on Addressing issues submitted to our Company’s trouble ticket system, In addition, I assist with the end user’s network accounts in Active Directory

Communicates with necessary personnel regarding changes in work procedures and assist in the development of Standard Operating Procedures (SOPs) and other processes and procedures, Also attended the 2011 Project Management University (PMU) Training

Consolidated Safety Services, Subcontract (CoTs) Fairfax, VA 02/11- 06/11


Handle irate customer inquiries that exceed reps authority

Back up assistance to the Quality Assurance Lead Clerk

Carry out special projects, assignments assigned by Supervisors

Verify, Update, and ADD MCS150 forms

Consolidated Safety Services, Subcontract (CoTs) Fairfax, VA 10/10-02/11


Assist existing and new carriers with registering information for DOT and MC numbers

Providing technical support to carriers while accessing there portal accounts

Assist carriers with CSA inquiries

Instructing carriers with the proper format to update information on the DOT and MC numbers

Consolidated Safety Services, Fairfax, VA 12/09-10/10

Customer Service Rep

Working on Government Contracts with NOAA/ USDOT Providing technical support to carriers while accessing there portal accounts

Assist carriers with CSA inquiries

Instructing carriers with the proper format to update information on the DOT and MC numbers

Providing excellent Customer Service

Registering individual anglers with fishing registration permits

Handling inbound and outbound calls to carriers with USDOT Numbers

Understanding and maintaining a thorough knowledge base of the Contact Center's specific systems

Project Performance Corporation, Alexandria, VA 08/07- 02/09

Office Manager Assistant/Facilities Associate

Ensured office infrastructure equipment was in working order

Set up and breakdown offices and cubicles for new hires/term employees

Point of contact for all inquires dealing with Property Management

Planned and initiate office improvements

Monitor and respond to Corporate Admin help desk daily

As appropriate distribute temp badges to employees/ contractors

Monitor and maintain all office supplies

Prioritize and carry out special projects and assignments for Directors

TMSI Quality Staffing Solutions 02/07-08/07

(Temp to hire assignment with Project Performance Corporation)

Administrative Assistant/Facilities Associate

Front desk reception duties

Carried out special projects and assignments

Processed, tracked, reported corporate expenditures

Monitored and responded to the Corporate Admin Help Desk

Mail room duties

Scheduled rooms for meetings/set up breakdown clean up for meetings/events

Monitored and maintained all office supplies

Primary back up support for Senior Executive Assistant

Temporary Solutions, Vienna, VA 10/06- 02/07

Data Entry/ Customer Service

Assist various companies with data entry and customer service assignments

Wilson Leather, Tyson’s Corner, VA 11/05-07/06 Sales Associate

Recognized specific needs and wants of consumers and assist with their selection of leather apparel and accessories

Met and exceeded daily and weekly sales goals

Adecco, Richmond, VA 03/05 - 09/05

Customer Service

Provided phone assistance to travel insurance policy holders

Assist customers in signing up for new travel insurance plans

Successfully completed several short term work assignments by providing customer service and data entry at various Companies

A.J. Wright Richmond, VA 10/03 - 02/05

Customer Service Associate

Managed the flow of merchandise, by keeping the sales floor stocked at all times

Handled refund transactions and exchanges for defective or damaged merchandise

Handled layaway transactions

Maintained the Men’s Department by developing creative displays, organizing apparel, and managing the flow of merchandise

Trained and encouraged newly recruited staff

Assist customers in purchasing men’s apparel


Bachelor Degree in Public Administration

Virginia State University, Petersburg, VA

December 2004

Honors: Dean’s List

Pursuing Masters in Business Administration

STrayer University, Arlington, VA

References Available Upon Request

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