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Customer Service Administrative Assistant

Silver Spring, Maryland, United States
February 11, 2018

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Tiffany M. Reynolds

DOD Secret Security Clearance: August 2014

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

Burtonsville, MD 20866



To obtain relevant full time work experience to further guide my career goal of Health Care Administration. To obtain a position that will enable me to use my strong critical thinking skills, customer service and organizational skills, education background, and ability to work well as a team player.


Excellent organizational and communication skills; Excellent team player with the ability to work with all levels of management; Remain calm and work well under demanding conditions; Proficient in MS Word, Excel, Access, Power Point SharePoint, Internet, Web conferencing, Calendar management and scheduling. Property training: Government personnel to effectively use and manage furnished property.


University of Maryland University College (UMUC): Masters of Science Health Care Administration- May 2016; GPA: 3.50/4.00

Post- Baccalaureate Education: University of Maryland Baltimore County (UMBC); August 2012- July 2013; GPA: 3.06/4.00

Princeton Review Online GRE Test Prep; August 2013 – October 2013

University of Maryland Baltimore County (UMBC): May 23, 2011; Bachelor of Arts: Dance: GPA: 3.06/4.00


Department of State

(Itility Contractor) Arlington, VA

Office Management Assistant August 2017- Present

Provides administrative and project support to the Division Chief, Prepares, edits, and provides quality review of administrative products, prepares and/or edit organizational charts, memoranda, letters, diplomatic notes, briefing papers, and other general office documents and materials, maintains Division filing systems (active and inactive), SharePoint sites, staffing calendar, and share drive folders, manage Supervisor’s schedule and appointments, place meetings on the Microsoft Outlook calendar, and confirm outside appointments in advance, organize conference calls; handle logistical arrangements for office meetings, including coordinating with other offices/Bureaus, coordinates and assist office personnel in completing tasks within the following areas: security/clearance processing, timesheet reporting, purchasing, travel, training, material reproduction, and inventory.

National Institute of Dental and Craniofacial Research, NIH

(Aurotech Contractor), Bethesda MD

Administrative Assistant May 2016- April 2017

Supports the CIO and team with scheduling, travel arrangements and other administrative duties. Attended meetings and take meeting notes to publish and distribute to team members. Work with Project Team Leads to get updates. Assisted with monthly and quarterly reporting. Updated project tasks in LiquidPlanner. Managed onboarding and off-boarding of all Aurotech employees. Utilized Microsoft Outlook to arrange in-person and WebEx meetings. Assisted in the creation of project plans and action item trackers for all Operation teams. Monitored Service Now ticket database for Quality Assurance.

Washington Passport Agency

(Kelly Services), Washington, DC

Passport Support Associate August 2014- November 2015

Verify that all applications are included and fees are correct. Prioritize applications by creating appropriate batches for routing and expedited applications. Pull and prepare applications for scanning and processing through TDIS-PD. Prioritize applications by creating appropriate batches for routing and expedited applications. Searched for lost or stolen passport records in CLASP databases to ensure the invalidation of a passport book or card. Provide production reports to Supervisor as required. Opened and processed incoming mail. Prepared mailings for stolen or lost passports. Contacted applicant for correct information. Utilized phone to resolve questions with applicants. Requires knowledge of the laws, rules and regulations pertaining to invalidation of a U.S. passport Handling complaint letters and telephone calls in a courteous manner. Applying evaluative techniques to study efficiency and effectiveness of overall management operations. Conducting detailed analyses of complex functions and work processes

Substance Abuse and Mental Health Services Administration (SAMHSA),

Rockville, MD

Infomation Specialist May 2014-July 2014

Identify referral sources and provide information based on the need of the requestors. Conduct research and data gathering, including manual and online literature searches using approved databases. Possess the manual dexterity to input, validate, and retrieve data via a computer keyboard. Prepare standard and custom responses to written, telephone, and e-mail inquiries from the public, including controlled correspondence.

Consumer Financial Protection Bureau (Davis & Associates),

Washington, DC July 2011- July 2012

Project Administrative Assistant

Assisted in daily activities within security, banking and non-banking departments. Updated employees on SharePoint excel spreadsheet and developed spreadsheet templates in Excel. Coordinate projects, calendars, and schedules Web TA, Outlook, Discuss ideas and review documents or proposals. Process requests for ID badges for new employees. Integrate several types of software, such as spreadsheet, database, word processing, desktop publishing, and graphics applications, to generate specific working documents and forms. Select an appropriate system, application, and format for producing program support materials to meet specific requirements. Screened all personal visitors and telephone calls, and answered procedural or administrative questions. Maintained awareness of the substantive programs of the office and provides information to authorized individuals. Utilized the agency's correspondence management and correspondence archiving tools to track, manage correspondence. Serve as a liaison to the technical staff and other departments. Booked travel for clients and provided hospitality service arrangement’s as requested by staff. Provide excellent customer service by timely answering emails from clients facing financial difficulties paying student loans, credit cards, and home mortgages. Directed phone calls from the main CFPB switchboard and greeted guests and directed them to meetings.

Judy Diamond Associates, Washington DC June 2008 – August 2008

Telecommunications/Data Collections Assistant

Conducted telephone interviews with Human Resource representatives from major employers in order to verify contact information and gather and organize significant data. Company is a publisher of pension and welfare plan data for the financial services marker. Collected the company’s employee’s names and health care providers, address, and placed in online database. Provided customer service to clients. Organized information and place information in a database.

L-3 Communications, Arlington, VA May 2007 – August 2007

Summer Clerical Internship

Assisted with the day-to-day clerical activities to include typing, photocopying, inventory, and PowerPoint presentations. Attended weekly meetings. Documented and charted employee’s names working in the company. Answered phones and redirected to the appropriate department. Handles calls and promptly forwards them to appropriate persons among 85 employees. Scheduled staff meetings and escorted visitors to staff members. Composed and distributed inter-department memorandums, email, documentary, and voice, ensuring timely delivery and receipt of important information while maintaining confidentially. Prepares and assembles media kits for marketing and public relations department

US Aquatics, Beltsville, MD May 2006 – August 2006

Professional Lifeguard

Ensured the safety of patrons at community pool by preventing and responding to emergencies. Maintain constant surveillance of patrons in the facility. Maintain necessary certificates in CPR and Lifeguard training. Ensures that the water is clean and the level of chlorine is stable and accurate.

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