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Administrative Assistant Customer Service

Washington, District of Columbia, United States
November 29, 2018

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Anita Daluz Bermudez

*** ********** ***** ********* #*** Frederick, MD 21702 240-***-**** - M

Objective: Seeking a challenging position with the expectation of realizing my full potential.

Education: Watkins Mill High School, Gaithersburg, MD – Graduated in 2000, Diploma, 3.33 GPA.


Water & Wastewater Equipment Manufacturers Association, Inc. 05/16 – 09/18

Administrative Assistant Leesburg, VA

Handled general administrative functions such as daily mail, answered/ screened calls, received visitors, sorted/ distributed mail, organized and maintained all filing systems and various databases, invoices, accounts receivable systems, supervised the maintenance of office equipment and ordered/ inventoried office supplies; general office upkeep as well as ran errands to bank/ post office/ or vendors; worked with building management on facilities issues; and proactively assisted with developing/ updating protocols on tasks for cross training consistency

Managed and updated Association's website using WordPress, coded and assisted with IT matters; administered surveys; designed and laid out of weekly news bulletin and various ad-hoc reports; maintained library of industry market data and reports; organized webinars, and coordinated completion and submittal of member news articles to industry publications

Worked with meeting planner to identify future meeting locations; assisted with pre- and on-site meeting logistics including preparation of meeting materials; organized and staff exhibit booth at trade shows; coordinated travel arrangements; acted as the agency's photographer during all events, interacted with vendors, clients and members and provided prompt service

Maintained and managed agency's credit card and monthly reports, all vendors certificates of insurance/ tax forms, documented vendors' and prospects’ contact information through ACT, social media accounts, vendor accounts, accounting files

Produced mass mailings, welcome packets to new members or renewal membership packets, draft/proofread documents, correspondence, reports, and presentations for accuracy/ consistency and quality of information

Worked closely/ assisted the Executive Director and Director of Membership and Marketing with yearly audits, financials, and assisted on other special projects to include research, gathered, comprehensive analysis, and recommendations; traveled to different locations of hotels/ resorts to perform property site inspections for right fit for upcoming meetings

Fairfax County, Department of Family Services, Child Protective Services 08/15 – 05/16

Administrative Assistant III ***PROMOTION*** Alexandria, VA

Provided daily administrative support to Supervisors and Social Services Specialists of one or more programs of the Children, Youth, and Families Division

Worked collaboratively with other administrative staff in all regions. Organized/ maintained all case records, statistical reports and data needed by the units; monthly tracking and maintained documentation. Utilized the programs’ database to enter and update information

Assisted with new staff setup and interview panels as well as hiring packets and interview binders for Supervisors and assisted in the coordination of special program events

Performed general office duties; faxing, copying, document imaging, mail pick-up/distribution, prepared/ mailed letters, ordered office supplies, created Family Assessment and Investigation case folders for workers, updated/ recreated forms

Screened calls for the type of problem being presented and routed calls to the appropriate staff

Typed up meeting minutes; scheduled conference rooms and maintained calendars, assisted with translations and translated letters and documents as needed

Duties performed under the general supervision of the Administrative Assistant IV within the Children, Youth and Families Division

Managed units county vehicles; maintained/ tracked mileage of all 3 county vehicles, occasionally drove county vehicles to carwash, refueled vehicles and scheduled maintenance when needed, maintained and managed agency’s credit card and monthly reports

Fairfax County, Office of Human Rights & Equity Programs 06/13 – 08/15

Administrative Assistant II Fairfax, VA

Performed receptionist functions for the agency including assisting Spanish speaking individuals on the telephone and in visits to the agency; served as the first point of contact and customer service representative for the agency

Answered/ screened all calls and forward caller to appropriate staff member; greeted/ announced visitors and responded to general questions about the Commission; responded to general inquiries that require referencing a variety of sources and utilized knowledge of the department/ county operations

Scheduled intake appointments and alerted the corresponding investigator via Outlook; initialed contact with complainant to process complaints or provide with a referral to the corresponding human service agency and gave basic referrals to callers inquiring about issues not related to the agency

Date stamped new complaints, assigned them to the corresponding investigator by creating a folder with all required documents

Responsible for checking in office supply orders by matching quantity and items of the order before placing into inventory

Served as direct interpreter for citizens seeking help with legal aid and home situations; provided Spanish translation services over the phone and at outreach events

Entered intake information into the IQ Database system and sent the corresponding Article I or Article II workflow to the investigator; prepared 131 and 212 forms for further completion; generated/ compiled routine monthly reports and created various spreadsheets

Maintained various database; with the corresponding information from signed complaints, incoming calls, monthly scheduled intakes, emergency rotation list, Spanish translation list, parking rotation list, training classes, events and an “Equal Employment (EE) Case log” with corresponding information from all EEOC cases that are cross-filed

Maintained a log file with rotation list for investigators cases, as well as for mediation and conciliation, maintained outgoing online mail log and enter the date of the actual document and date when the document was actually sent, maintained a basic filing system, sort, assembled labels and prepared materials for shelving or filing

Assisted human resources with confidential administrative support, and supported other staff with other filing or task needs as needed, prepared/ processed archive lists and boxes up; arranged shipment to archive in county warehouse in compliance with county policy

Served as first point of contact for any computer based question; acted as backup to the training administrator/ coordinator, created training classes for agency facilitators for county-wide as well as specific agency requested training; provided any related information to training administrator and/ or coordinator

Created/ maintained/ updated spreadsheets to track training classes and sent data to EPD Division Director on a monthly basis providing information for balance scorecard

Acted as Project Lead Coordinator for all Proclamations; set up of reception, purchasing food and beverages for reception, mailing out invitations, created and ordered props for display board, sent memos to specified departments/ agencies/ representative, coordinator rsvp's and ADA accommodations, etc.; assisted/ volunteered other agencies or outreach events

Department of Transportation/ Office of Human Resources 03/13 – 06/13

Federal Contract - Human Resources Specialist Washington, DC

Organized/ maintained all employee files, performed input data, filed, scanned/ uploaded necessary forms into a records database, collaborated with HR Management to ensure the handbook and other guidebooks are up to date and accurate

Assisted the HR Director with new hire orientation, scheduled meetings, interviewed and assisted in other projects as assigned

Assisted employees with documentation requests

Prepared and processed all types of personnel actions (new hire, pay, promotion, transfer, classification, etc.) using the automated personnel system/ database

Updated/ verified payroll records by entering changes in pay rates, departments, titles, Federal or State exemptions, direct deposit information, and other employee information

Monitored pay periods actions for review, updated spreadsheets/ databases, researched records when gathering required data and coordinated with managers as necessary

Attended weekly team meetings, new employee orientations and other staff/ department meetings and

Maintained operation of equipment by following operator procedures; called for repairs

Department of Transportation/ Automated Staffing Division 11/12 – 03/13

Federal Contract - Administrative Assistant/ Deputy Project Manager Washington, DC

Provided assistance and advisory services to DOT Operating Agency Human Resources representatives as a part of the Executive Agency (EA team), and applicants on the automated staffing process using Quickhire

Provided information, reports, and analysis to partner DOT Human Resource offices

Communicated with applicants regarding the application process, respond to emails, phone calls, and mail from applicants with accurate and timely information

Recommended methods and strategies to resolve problems of closeouts/ case files

Provided guidance and assistance to supervisors/ employees on all areas of human resources management

Directed/ coordinated all administrative functions within the office, ensuring compliance with all applicable policies and procedures

Provided data entry of pertinent information in various different automated systems; maintained original files/ electronic versions of files through scanning, assigned file designations, and disposed of outdated or otherwise unneeded records

Closed out vacancy certificates utilized the Hiring Management system; updated electronic certs in database, updated vacancy info in SF52 Tracking system and prepared the vacancy closeout checklist

Responded to applicants via email and/ or telephone on the statuses of their applications and prepared the closeouts for audit

Trained new employees on proper closeout procedures and telephone etiquette when responding to internal/ external customer inquiries and prepared various administrative reports as requested

Williams Group 08/11 – 02/12

Temporary Contract - Receptionist Chantilly, VA

Greeted clients/ vendors and staff in a professional and courteous manner as well as answered/ screened/ reviewed all incoming calls and directed them to the appropriate department or person, maintained a neat, organized and welcoming waiting room, assisted with non-English speaking applicants in filling out applications

Signed for all incoming deliveries, mail, and sorts/ distributes promptly; maintained daily staff/ guest login sheet, staff directory, vendor logs, contact lists

Assisted Project Administrators with binding and making copies, pictures/ submittals, request for proposals, created more organized and efficient documents, spreadsheets and accounting with invoices and payroll/ timesheets, etc.

Scheduled/ coordinated/ set up conference room for meetings, stocked beverages and provided daily fresh water for guests

Performed other clerical duties as needed, such as creating/ typing reports, filing and photocopying for the all departments

U.S. Immigration and Customs Enforcement 01/09 – 03/11

Federal Contract - PRISM Coordinator & Data Analyst/ Administrative Specialist Washington, DC

Received additional duties/ responsibilities in handling all contracts to closeout after 2 months (01/09 – 03/09) with the company

Developed/ implemented a system for tracking all daily ICE/ FPS contract closeouts

Prepared all new unsigned contracts for signature by the Contracting Officer’s Technical Representative (COTR)

Performed Quality Control on all documents before delivery to COTR for review/ signature, maintained a contract file checklist of completed actions for each contract and the MAIC Database and ICE/ FPS log-in tracking spreadsheet

Verified all contracts for proper completion before released/ closed out contracts and scanned all signed contracts into a designated folder and sent out notifications of contract closures

Uploaded all contracts into PRISM under appropriate contract number to process for release/ closeout procedures and filed/ prepared boxed files for transfers to the Federal Records Center according to standard procedures

Emailed OAQ Helpdesk with PRISM Error Messages and kept track of emails sent for later follow up if no response received within 24-48 hours

Trained an additional Reconstruct Analyst to assist in contract closeout procedures

Communicated with Supervisor and COTR regarding weekly goal numbers and met assigned monthly goals; created/ recreated forms as needed by Team Lead or Supervisor

Assisted Data Analyst in creating final letters to vendors and organized confidential files and an entire file room

Documented pertinent data such as contract numbers, contract names, period of performances, contract values, etc.

Performed high volume of data entry for inventory information into a tracking spreadsheet and MAIC Database

Gathered contract file documentation and ensured completeness of file documentation in preparation for closeout activities

Verified contract information; if discrepancies are identified, contacted vendor for correct and/or additional information

Maintained contact with vendors and government personnel and resolved issues until all information was received, or if file was in compliance and contract closed.

FEMA/ HCD 04/08 – 12/08

Federal Contract - Secretary III for Human Resources Director Washington, DC

Conducted research, prepared weekly reports, handled information requests, and performed clerical functions such as read and analyzed incoming memos, submissions, expense reports and other reports in order to determine their significance and planned their distribution and prepared routine and non-routine correspondence

Arranged conference calls, and scheduled/ coordinated meetings as well as coordinated/ managed and maintained calendar for the HR Director and scheduled appointments and ordered/ coordinated equipment maintenance requests

Answered/ screened/ reviewed all incoming calls in a professional and timely manner, greeted visitors and ascertained nature of request and directed to appropriate staff; answered customer inquiries received by telephone, e-mail, fax, and written correspondence made adjustments and resolved questions and opened, sorted and distributed incoming correspondence

Performed Quality Assurance and created/ updated database entries for job tracking and processed details, time and attendance and other human resources administrative activities

Provided assistance in the administration, formulation and execution of an office budget and assisted with travel arrangements for the Director(s). Assisted with special projects as needed and handled matters requiring discretionary judgment and confidentiality appropriately

Responded to all employee inquiries regarding benefits, eligibility, claims, provider network, service area, grievances and appeals and any other inquiries requested

Updated/ maintained databases to include organizational charts, management plan administration and policies for support of the HCD Senior Leadership.

Assisted in the maintenance of corporate compliance to ensure all records and files are appropriately maintained and updated in WebCIMS and established/ maintained highly organized filing system

Provided back-up support to the Benefits Administrator to include: updated information on Connections (corporate intranet) and other administrative assistance as needed

Maintained a comprehensive and organized paper/ electronic filing system for HR and the Benefits Administrator

Compiled/ analyzed information for inclusion into weekly reports and prepared comprehensive presentations with multi-directives from manager, team, and other departments

Technical Skills:

I am experienced in using a variety of different software packages (Microsoft Word/Office 1997-2010, WordPerfect, Excel 2007, PowerPoint 2007, QuickBooks, IQ, Foxit, MS Publisher, MS Calendar Creator, ACT Premium, WordPress, Internet Explorer (and social networking sites), Chrome, Constant Contact, Outlook Express, Access, Quarto PRO, Jenark,, Pitney Bowes ShipRequest, NEOPOST, Yardi, PinnTranet, ADP, KRONOS Workforce Central, Deltek, MRI, Adobe Reader/ InDesign CS6/ Illustrator, WebCIMS, MAIC Database, PRISM, Hiring Management, FPPS, FPPSprint, SharePoint, WinSCP, RegOnline, First Data Global Gateway, Survey Monkey, Webinar, WordPress (coding/ html/ IT), IBC Datamart and EHRI Electronic Personnel Folder, OASIS, CPSI 2, Documentum, FOCUS).

Community Service - Student Aide for Resource Teacher-2 years, at Watkins Mill High School.

Certifications / Training:

Information Assurance Awareness Training (IAAT) - 2009, 2010

DHS Basic Records Management - 2010

A Culture of Privacy Awareness - 2009, 2010

Records Management Awareness Training – 2009

Prevention of Sexual Harassment Training – 2009, 2010

Information Systems Security and Awareness Training – 2012

WebFPPS Servicing Personnel Office WBT - 2013

VDSS – ISRM1000: Initial Information Technology Security Awareness Training - 2015

VDSS – ISRM1010: VDSS 2015 Information Security Awareness Training - 2015

Illustrator – Level I – 2018

Adobe InDesign CS6 – 2018

Public Trust Clearance

Notary Public for the Commonwealth at Large, Fairfax County

Other Skills:

I am trilingual; fluent in English and Spanish, able to read/ write and familiar with Portuguese.

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