CAROLYN T. LILLY

P.O. Box ***, Beaver, WV *****

304-***-****

ac7yqs@r.postjobfree.com

Professional Summary

My experience, skills and education match the qualifications that you are seeking for the Executive Administrative Assistant position. I have years of experience working in fast-paced environments where I have demonstrated the skills to effectively plan, organize and perform administrative support responsibilities. I have supervised up to twenty-three assignment clerks. My experience includes, but is not limited to, answering, directing and transferring phone calls, processing incoming and outgoing mail, preparing correspondence communications to internal and external customers, maintaining accurate filing systems, scheduling and coordinating meetings and calendar entries in Outlook and Gmail and I conducted weekly staff meetings with my management team.

PROFESSIONAL EXPERIENCE – VERIZON COMMUNICATIONS

Engr III Cslt-Operations: 10/2010 – 12/2018

Provide all levels of clerical and staff support to non-management and management personnel throughout various states.

Plan and organize meetings and conference calls with interdepartmental groups and collaborate with peers to resolve service impacting issues focusing on system enhancements that result in improving customer service.

Attend weekly staff meetings and prepare notes, create monthly reports, business cases, compose email communication to all level of employees throughout the company and complete voucher requisitions.

Responsible for setting goal objectives, matching employee skills to form project teams that will be instrumental in executing the tasks necessary to ensure flawless execution of projects.

Interface with IT development teams and management personnel to establish system logic and work with teams to perform user acceptance testing prior to implementing system changes and then monitoring updates upon completion of the projects.

Focus on designing and implementing process improvements, system enhancements and volume reduction and selecting the talent that had the skills to form project teams to accomplish goals.

Prepare and deliver WebEx presentations using Microsoft Office applications and training to various levels of personnel to communicate project status and results.

Prepare monthly reports on status of projects using Microsoft Office Suite applications and schedule meetings via Outlook and Gmail Suite.

Training Facilitator 8/2009 – 10/2010

Developed and implemented methods and procedures.

Conducted training for associate and management teams.

Created training videos and facilitated training sessions.

Scheduled and conducted meetings with management to demonstrate new processes and discuss opportunities for system enhancements and work flow processes.

Responded to inquiries and service escalations and worked with departments to resolve the issues.

Supervisor 4/1996 – 8/2009

Supervised a team of twenty-eight employees and remotely supervised employees in three other states.

Responsible for employee engagement and career development.

Developed and delivered in-house training, conducted monthly quality observations and provided employee coaching and feedback.

Performed monthly quality observations and feedback to employees and entered them into company databases.

Conduct weekly face to face meetings with my direct reports.

Created midyear and yearly evaluations and delivered the feedback to the employees.

Created employee developmental plans and maintained a filing system for these records.

Administered vacation and absence administration, tracked FMLA hours and maintained the filing of these documents.

Performed scribing during meetings and entered notes into an electronic database.

Assignment Administrator Clerk 3/1983 - 4/1996

Performed all aspects of clerical duties and provided clerical support to non-management and management personnel.

Responsible for safe-guarding highly sensitive and proprietary customer information.

Processed incoming and outgoing mail and performed data entry of customer service orders into various databases.

Answered and screened telephone calls, routed calls to appropriate departments and took messages and performed call backs.

Proofread customer orders for accuracy and corrected the errors prior to the tickets being distributed to the dispatch department.

Assisted technicians via telephone calls with record updates and was responsible for performing the updates into various computer applications and systems.

Handled service expedites and escalations and resolved issues on missed service appointments.

EDUCATION

Master of Science – Strategic Leadership – Mountain State University, Beckley, WV

Bachelor of Science – Organizational Leadership - Mountain State University, Beckley, WV

Associate of Science – Business Administration – College of West Virginia, Beckley, WV

Contact this candidate