LaCretia S. Small
Highly organized and outgoing professional with experience providing world-class customer service using analytical problem-solving skills. Proven dependable and trusted Executive and Administrative Assistant focused on project and event coordination, research, time and budget adherence, and reliable communication.
Maryland Transit Administration, Baltimore, MD
Trapeze System Analyst June 2018 – Present
Attend/coordinate team meetings and updates
Remediate user service requests in a timely manner to ensure business needs are met.
Maintain user request records for control of software license distribution.
Responsible for the user interface screen and report maintenance
Test software patches to ensure correct functionality of the Trapeze programs.
Coordinate monthly software outages and user communications for server patching
Additional activities as required
Executive Assistant to the MTA Chief Technology Officer (CTO) March 2017 – June 2018
Answer incoming calls for Director in a pleasant and professional manner when he is unavailable and respond on his behalf when necessary
Direct all IT-related customer inquiries to the proper channels regarding help-desk and telecommunication tickets, equipment orders, contracts, account support.
Manage and coordinate Director’s schedule and meeting requests
Manage agency-wide access and security control using the C-Cure System software and generate reports as needed
Proofread and provide revisions for documents, reports and communications
Serve as lead point of contact for all credit card payments and invoices for CTO.
Manage inter-office correspondence including hand-delivering time-sensitive and high-priority physical documents for Executive Leadership Team.
Manage IT and Telecommunication Department Service Requests and work orders and train users and new-hires to correctly completing necessary forms
Coordinate weekly IT Project Status Reports for Executive Leadership
Manage IT Department office supply inventory
Process and manage all IT Department employee leave requests
Consistently provide exceptional customer service through phone, email, and in-person communication
Maintain IT department communication lists and coordinate all IT Department seasonal events and activities
Kohl’s Department Store, Timonium, MD November 2016 – Present
Customer Service Representative
Perform a variety of services for clients who need special attention
Process complex returns and provide refunds for clients
Answer all incoming calls and direct callers to appropriate departments
DPN Group, Baltimore, MD March 2016 – October 2016
Managed, coordinated, and maintained Executive’s calendar of daily meetings and appointments, both local and across the country
Entered and tracked data for weekly financial reports on Excel spreadsheets. Conducted periodic quality control audit to ensure database accuracy.
Managed phone calls in a pleasant, professional, and efficient manner; routing calls when necessary.
Corresponded with clients as a single point of contact to answer all client questions regarding conferences.
Conducted all administrative duties on behalf of executives as necessary including, but not limited to researching, scanning, emailing, creating and editing documents.
Procured supplies to ensure on-budget inventory control.
Services for the Underserved, Brooklyn, NY July 2009 – July 2015
Managed a caseload of up to 10 clients facing homelessness, disability or poverty and used evidence-based practices to support the use of specific interventions
Facilitated weekly groups for the clients focusing on easing effects of trauma (substance abuse, relationship abuse, mental illness) or movement towards independent living and wellness self-management
Interacted with service providers and made referrals to clients for services such as therapy, healthcare, medication management, and employment training programs and followed up to ensure clients were complying with the services.
Ensured that clients maintained eligibility reporting requirements for assistances such as disability, Medicare/Medicaid, etc.
Produced bi-monthly reports to update management on client progress
Documented and managed all progress and meetings in AWARDS database
Engaged with crisis intervention strategies to maintain security, order, and safety
Supported clients throughout their recovery from substance addictions or mental health issues by assisting in training/educational enrollment and building confidence for daily independent living.
Participated in diversity and sensitivity training
Triaged 24-hour Crisis Team Hotline to address emergencies
Harlem Children’s Zone, Harlem, NY November 2007 – April 2009
Monitored, supported and aided in the development of on-site programming aimed at ending the cycle of poverty for families and children of all ages
Signed clients into and out of day programs, adhering to strict safety policies and procedures.
Coordinated events such as art and theater productions for 150 children and their families.
City Marshal of New York, New York, NY October 2003 – October 2007
Administrative Assistant to the City Marshal
Scheduled appointments for lawyers and managed Marshal’s calendar in MS Outlook.
Performed data entry and related administrative duties to support Marshal’s services
Assisted lawyers and property owners to process utility shut off orders or evictions
College of New Rochelle, New Rochelle, NY
Bachelor of Arts, Psychology
Johns Hopkins Hospital, Baltimore, MD
Epic Training (Integrated Electronic Medical Record System)
Additional Skills and Training
Trapeze Software (transit planning and scheduling)
Microsoft Office Suite
Skype for Business
C-Cure Security System
Services for the Underserved, Brooklyn, NY
First Aid Certification
Motivational Interviewing Training
Trauma-Informed Care Training
Cultural Advocacy Training
Integrated Dual-Diagnosis Treatment Training