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Executive Assistant Customer Service

Boston, Massachusetts, United States
April 16, 2018

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Accomplished and resourceful Executive Assistant offering over 20 years of administrative and office management experience reporting to a CEO and other senior level executives. Adept at coordinating travel, organizing large scale meetings, and managing third-party vendors. Highly self-motivated with a solid work ethic. Skilled at multi-tasking and maintaining a strong attention to detail. Consummate professional dedicated to making the lives of busy executives easier. Serve as an effective gatekeeper; manage busy calendars; prepare well-researched and accurate documents; and efficiently handle daily office tasks. Proficient user of MS Office (Word, Excel, PowerPoint, Access and Outlook). Exceptional interpersonal skills and ability to work with all levels of management and staff to meet client and company needs.


Santander Bank, N.A. Boston, MA Executive Assistant to CEO 2/2014 – Present

Provide advanced detail-oriented administrative support to the CEO of Santander Bank N.A. for multiple projects

Manage day to day office operations and maintain confidentiality with all information and communications

Work closely and effectively with the CEO to keep him informed of upcoming commitments and responsibilities

Ensure the CEO’s schedule is followed and respected

Represent the CEO by welcoming visiting dignitaries and executives, and providing logistical support to in coordination with other Executive Assistants

Manage and maintain CEO’s active and frequently changing calendar of appointments and meetings

Serve as professional representative of the CEO to executive clients, investors and Board members

Compose and prepare confidential correspondence; assist in proofreading and final editing of documents

Respond to meeting requests via email, voicemail, fax and phone in a timely manner

Maintain databases, filing systems and mailing lists, as required

Manage drivers and coordinate between personal and bank needs for CEO

Coordinate and schedule conference calls and telepresence videoconferencing, including scheduling meetings, preparing agendas, taking notes, booking conference rooms, and/or securing meeting spaces

Ensure that confidentiality and non-compete agreements are in place when required

Arrange Domestic and International travel plans, including charter flights; and proactively troubleshoot and address travel conflicts

Arrange corporate travel and meetings by developing itineraries and agendas; booking transportation, lodging and meeting accommodations; problem-solving and adjusting plans as necessary

Create and complete expense reports related to travel

Maintain electronic and paper-based filing systems, updating binders, contacts, lists and charts, as needed

Event planning and catering; coordination and set up for company events and other corporate functions involving the CEO

Develop and maintain alert system for upcoming deadlines on incoming requests, projects, and events

Make recommendations regarding process change and solutions to improve department efficiency

Conduct research and prepare comparative proposals on capital expenditure purchases, and office supplies

Research, prioritize, and follow-up on incoming issues and concerns addressed to the CEO including those of a confidential nature

Provide a bridge for smooth communication and collaboration among the C-Suite, and internal and external staff, maintaining trust and support in all interactions

Utilize discretion and independent judgment on behalf of the CEO resolving unique or non-recurring administrative issues and needs

Deliver prompt, friendly and consistently high-quality customer service both internally and externally

Collect and prepare information for management team reports, legal documents, confidentiality agreements, contracts and other reports as required

Provide the CEO administrative support for weekly and monthly senior leadership meetings, one-on-one meetings, including drafting agendas, editing materials as needed, and assisting with details for quarterly off-site meetings

Arrange Board meeting location and set up; attend and transcribe meeting minutes and maintain files

Assemble and send Board meeting materials and agendas to members of the Board of Directors in advance of meetings; deliver/post official meeting notices as required by Board policy

Ad hoc projects for the CEO

Boston Housing Authority Boston, MA Executive Assistant to Administrator 2/2010 – 2/2014

Provided support and assistance to the Administrator, and Executive Director, including maintaining and managing calendar, reconciling and completing expense reports, composing and preparing correspondence, arranging detailed travel plans, itineraries, and agendas; compiling documents for travel-related meetings

Liaison between Administrator’s office and internal departments and staff while demonstrating leadership to maintain credibility, trust and support with senior management staff

Answered and directed telephone calls, scheduled appointments and greeted the public

Maintained office services by organizing office operations and procedures; prepared payroll; controlled correspondence; designed filing systems; reviewed and approved supply requisitions; assigned and monitored clerical functions

Exercised high level of customer service and sound judgement in responding to telephone calls and inquiries

Worked closely and effectively with Administrator to keep him informed of upcoming commitments and followed up appropriately

Drafted, edited and completed internal and external written correspondence and presentations

Successfully completed critical aspects of deliverables in a timely manner, including drafting letters, personal correspondence, and other tasks that facilitate the Administrator’s ability to effectively lead the company

Prioritized conflicting needs; handled matters expeditiously, proactively, and followed-through on projects to successful completion

Prepared operating budget for properties on special projects

Provided administrative support on property lease-ups

Processed invoices for properties, and monitored YTD expenses and variances with accounting department as applicable

Worked with leadership team to ensure that appropriate staff members were made aware of changes in statutes, regulations and publications concerning Equal Opportunity Housing

Assisted with Agency sponsored events as needed/requested; attend if required

Handled confidential information/projects with professional discretion

Assisted other Executive Staff as needed/requested

Assisted Administrator with personal support as needed/requested

Performed other duties as assigned by the Administrator necessary to maintain and/or improve Agency operations

UMass Boston Boston, MA

Executive Assistant to the President 9/1995 – 2/2010

Managed access to the President’s time; updated and maintained the President’s calendar

Managed the President's travel (business and personal)

Maintained and updated the President’s business and personal contacts database

Organized transportation and all lodging/travel details

Prepared and edited correspondence for President’s signature

Managed the President's administrative responsibilities, including expense reports and any other reporting obligations for the University or government

Served as the Secretary to the President and Board of Trustees

Arranged in person and telephonic meetings, including assembly of meeting materials

Formatted presentations, and managed all meeting logistics, including RSVP tracking and reporting, space reservations, catering, A/V, etc.

Supported and facilitated college wide communications and activities sponsored by the Office of the President

Created and managed the President's contact management and worked with team to plan appropriate outreach and engagement

Organized and managed the President's notes, records and filing system, in both electronic and paper-based format

Worked with the Senior Executive to the Board of Trustees in matters pertaining to the Board

Worked with multiple staff members and managed competing priorities, met deadlines, and followed through with accuracy on projects; worked independently and effectively as part of a team

Organized office functions; managed personal shopping and ad-hoc projects for the President


IAAP: International Association of Administrative Professionals 2008

Certified Administrative Professional (CAP)

IAAP: International Association of Administrative Professionals 2007

Certified Professional Secretary (CPS)

IAAP: International Association of Administrative Professionals 2006

Project Management Professional (PMP)

IAAP: International Association of Administrative Professionals 2004

Certified Organizational Management (OM)

Skill Path Seminar: Managing Multiple Projects, Objectives and Deadlines 2002

Skill Path Seminar: The Exceptional Assistant 2000

Massachusetts Notary Public – Commission expires May 2018


Microsoft Office Suite: Outlook, Word, Excel, PowerPoint, Access, Adobe, OneNote, Publisher

Internet, Office Equipment, Social Media Technologies

Google Business Apps: Gmail, Google Calendar, Google Drive

Video and Audio Conference Calls

QuickBooks: A/P and A/R (Paychex Systems)

Records, Expense & Travel Management Systems (SAP Concur; SharePoint)

Time Recording Systems (APEX)

Typing 50 WPM

Language: Fluent English & Spanish


Quincy College Quincy, MA

Candidate for Associate in Science - Criminal Justice 5/2019

Massasoit Community College Brockton, MA Microsoft Office Specialist Certification 12/2018

Quincy College Quincy, MA

Human Resources Certification 12/2018

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