Customer Service Administrative Assistant
Resume:
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
KEO IV Lead Clerk IHS-ARIP
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
KEO III
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
Education:
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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