Customer Service Administrative Assistant

Donna Burns

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

Windham, New Hampshire 03087

617-***-**** **********@*****.***

www.linkedin.com/pub/donna-burns/a/667/33

QUALIFICATIONS

Elite professional with exceptional communication skills and extensive administrative experience:

Experience in a fast-paced environment supporting multiple level executives with demanding calendars and schedules.

Exceptional organizational skills; proactive and resourceful; self-motivated.

Ability to work independently and prioritize in a high-volume environment.

Ability to handle confidential information with tact and discretion.

Familiar with budget tracking/analysis.

Strong Attention to Detail.

HR Service and customer service oriented.

New employee orientation.

Computer Support Oriented (technical background in computers).

Strong Interpersonal Skills.

Able to communicate proficiently with customers, sales team and corporate employees at all levels.

Comfortable with high volume of work and fast past environment

Eager to always work beyond the regular 8-5 workweek.

Areas of Expertise

Proficient in desktop applications such as SharePoint, Lotus Notes, MS Suite (able to perform mail merges, pivot tables and VLOOKUPS), Visio, email messaging tools (same-time, office communicator, etc.), People Fluent (ATS), People Soft, Notary Public, e-verify, strong customer service experience including great troubleshooting skills related to customer service issues, familiarity with SAP and Salesforce.com

PROFESSIONAL ACHIEVEMENTS

Fresenius Medical Care – NA June 2015 – Present

Waltham, MA 02451

Sr. Executive Assistant

Support the Human Resources Chief Officer and Sr. VP Administration

Manages the office of the CHRO & SVP, Administration

Screen and coordinate communications, draft correspondence in a timely manner and follow up on requests identifying those of importance which require attention

Follow up with appropriate staff to ensure requests, deliverables and correspondence are responded to on a timely basis, establish tracking / feedback system to ensure issues are recorded, addressed and resolved, communicate with other administrative team members to assure their preparation for meetings

Organizes and coordinates highly confidential and high level meetings /conferences for the top executives as needed. Identifies and resolves potential conflicts in schedules and locations as required.

Schedules meetings and interviews with candidates for open executive positions within the company with executive search firms.

Oversees the Offer Letter and Agreements/Separation Agreements process for executives and senior management in all FMCNA divisions. Works with the pertinent HR managers as needed to ensure all aspects of the process are addressed.

Provides new hire set up for Executives as needed to include scheduling onboarding meetings.

Monitors, prioritizes, and responds where appropriate to CHRO’s e-mail and support activities related to communications.

Manages the CHRO’s calendar and travel arrangements.

Supports CHRO with industry related commitments and events as needed.

Attends to information requests; responds and resolves where possible or directs to the appropriate personnel for resolution. Uses considerable judgment and initiative to determine the appropriate action to take in non-routine or sensitive employee issues.

Sr. Executive Assistant (Continued)

Occasionally provides information and documentation to the company headquarters in Germany and acts as the liaison with regard to directives and information issued from the FMC AG Board in Germany:

Conducts research and prepares various statistical and ad-hoc reports as requested.

Set up and maintain records databases and HR confidential filing systems including employment agreements (VP and above).

Process invoices; assist in the preparation and maintenance of Human Resources budget.

Manages projects and executive presentations assigned by CHRO by utilizing own initiative and independent judgment to organize and analyze data meaningfully.

Project work encompasses a broad scope of analytical and tactical activities, which require the exercising of good judgment in the setting of priorities, and the management of multiple, sometimes competing, deadlines.

Maintains and updates company organization charts and distributes to the appropriate personnel.

Manages and maintains a complex calendar and travel schedule

Mmaintains accuracy, consistency and quality in a fast-paced, multi-task environment and is flexible in changing daily workload priorities as directed

Fresenius Medical Care – NA July 2014 – June 2015

Waltham, MA 02451

Administrative Assistant II

Support the Sr. Director and Facilities Department for Building Services and Real Estate

Heavy calendar management

Heavy invoice processing

International and domestic travel for Sr. Director and Department

Processed expense reports for Sr. Director

Delegated and monitor admin contractor workload

Medtronic Inc. October 2007 – December 2013

Littleton, MA 01460

Administrative Assistant III (dual role)

HR Activities: Support HR Team

Facilitated new employee orientation and new hire onboarding including communication of Total Rewards Package, which included the processing of I-9 via e-verify.

Facilitated background, pre-employment drug screens and reference checks, as well as employment verifications.

Maintained personnel files for permanent employees and independent contractors. Assist with HRIS updates, specifically in People Soft and People Click. Maintained and mailed new hire packets.

Maintained Job Descriptions on SharePoint.

Supported Staffing Partners, Hiring Managers and candidates to manage the day-to-day requisition needs and coordinated all onsite interviews.

Administrative Role: Support Sr. Leadership Team

Initiated and created New Employee Book. This book provides the new employee with information related to the organization as well as the site.

Coordinated and maintained effective office procedures and efficient work flow by obtaining authorization signatures as required, processing forms and documents for signature on a timely basis, and oversee departmental processes to ensure effectiveness. Reinforce and educate team members with regard to policies and procedures as set by management. Managed organization charts.

Coordinated departmental activities and meetings, (i.e. schedules, coordinates and tracks travel itineraries and calendars, as well as schedule meeting, coordinate catering, conference rooms, hotel accommodations for out of town guests and follow-up with all parties to confirm attendance). Prepared and coordinated manager’s travel requirements and complete timely reimbursement of expenses upon commencement of travel.

Supervised reception area and part-time admin coordinator as well as Admin II.

Administrator of security system (creation of new badges, backup of system (it’s a manual system and not on the network, so it requires backups based on usage).

Space planning (work with hiring managers to determine space for new hires.)

Administrative Role: Support Sr. Leadership Team (cont’d)

Electronic Contract Agreement Tracking System (eCATS) Super User – Worked with corporate legal to process and execute non-disclosure agreements as well as consulting agreements.

Provided various administrative responsibilities, including typing, filing, file maintenance, answering phones, Internet/Intranet research, ordering supplies and equipment, photocopying documents and handling incoming and outgoing mail.

Processed vendor invoices and supported the budget tracking process as required.

Conducted special projects and provided project support to functional groups as requested.

Handled all facility related issues, including space planning to accommodate growth, monitor and maintain company security system, and oversee the outside cleaning service.

Radiation Control – Administered Dosimeter Badges quarterly. Supported radiation control officer with maintaining the distribution of badges quarterly and keep radiation control manual current.

TD Banknorth February 2004 – October 2007

Burlington, MA

Administrative Assistant Specialist – Cash Management

Provided responsive service to customer inquiries in a timely and expeditious manner.

Researched and resolved customer/business partner issues.

Implemented new and modify existing customer accounts and service programs.

Reviewed monthly Account Analysis statements for accuracy.

Prepared customer proposals.

Supported Sales Officers to ensure departmental success.

Maintained the group’s referral system.

Participated in bi-weekly conference calls that focus on improved departmental efficiencies.

Supported Senior Vice President and 3 Officers of the Cash Management Department.

Continuously followed up on custom changes for accuracy.

Strong Customer Service Experience and inquiries on a daily basis.

PROFESSIONAL DEVELOPMENT:

June 2016 - SHRM Annual Conference – Attended Board Meeting and events to support CHRO during the conference and work closely with the SHRM Team. In addition, attended several sessions during conference.

April 2, 2014 - April 24, 2014 - Completed 4 week Advanced MS Office Suite 2013 Course – The Career Place – Woburn

June 1, 2014 – Quick Books – The Career Place - Woburn

EDUCATION:

FISHER COLLEGE, Boston, MA

Bachelor of Science, Management, Concentration: Human Resources

March 11, 2017, Cum Laude

FISHER COLLEGE, Boston, MA

Associates in Science, Computer Support Specialist

July 1997

ASSOCIATIONS:

Northeast Human Resource Association

Society of Human Resources Management

SHRM Student Chapter @ Fisher College (VP of Chapter)

National Notary Association

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