Customer Service Assistant

Marlene Herrera

**** ***** ****, ***** ******** Hills, Tx 76182

*****************@*******.*** 469-***-****

Emergency 214-***-**** Michelle,

OBJECTIVES:

To join an organization where can utilize any skills and expertise in computer operations, budgetary, management, accounting,

scientific programming, purchasing, and contribute to its growth and profitability.

SUMMARY: Acting as the first point of contact for technical assistance as needed for computers, phones, fax, copier, acrobat

adobe digital, and other office tools and technology providers. • Provides general oversight of all the businesses activities, manages

the day-to-day operations, and assures a smoothly functioning, efficient organization. • Assures quality and organizational stability

through development and implementation of standards and controls, systems and procedures, and regular evaluation. • Monitors

the fiscal activities of the organization including budgeting, reporting and audit. • Assist the department in the day-to-day operations

of organizational teams relaying communication, prioritization, and decision-making activities to optimize intra and inter-

departmental performance. • Track and communicate team deliverables and priorities and workload. • Originate, coordinate, prepare

responses to, and distribute correspondence and reports as assigned. • Provide all necessary support to upkeep organizational

documentation and perform records management duties. • Ensure confidentiality and security of all information. • Track and report

metrics for all key organizational functions in a timely and accurate manner. • Assist in maintaining routine correspondence,

schedules and agendas, as well as scheduling meetings.• Maintains a consistent and regular attendance record. • Manages budget

responsibilities for the facility. Monitors and tracks all costs and implements processes and policies to control costs. • Drives

customer processes and procedures across the distribution network. • Identifies employees' skills and develops them by coaching

and counseling on a regular basis. Ensures that staff is properly trained per customer requirements.

EXPERIENCE

08/16/2010 – 02/28/2013 DHS, Customs and Border Protection El Paso,

Tx

Mission Support Assistant GS-0303-05 HQ Public Affairs Communication Division

• Answer telephone, convey messages, run errands • Proofread records or forms

• Develop and maintain department filing systems. • Refers questions and issues to others.

• Entering information into a computer system • Computer literate

• Attention to correct grammar, punctuation and spelling • Research and database management

• Scheduling and making travel arrangements packages • Completes other projects and duties as assigned

• Organize and prioritize workload • Media management support

• Typing, creating documents, setting up and updating spreadsheets • Prepare mailings for distribution

• Orders and maintain supplies, and arranges equipment maintenance • Providing administrative support, keep things organized and up-date

• Able to prioritize responsibilities and be intuitive, knowing when to jump in • Providing computer support as necessary, helping with technical

needs

• Use spreadsheet, Excel, PowerPoint and word processing software • Digital asset management (scanning photos) and documentation

• Arranges records and minutes for storage, reference and retrieval. • Photocopies, collates and distributes correspondence, articles, reports, bulletins,

etc.

• Coordinates and arranges meetings, prepares agendas, and reserves and prepares facilities.

• Distribute incoming mail and prepare outgoing mail including bulk mail. • Produce mailing labels and reports as requested.

• Monitor supplies and marketing inventory.

• Duties will include creating documents, typing correspondence, setting up and updating spreadsheets, keeping the calendar and schedule, entering

information into a computer system, putting presentations together, answering the phone and performing general office tasks as necessary.

07/16/2000 – 08/13/2013 DHS, Customs and Border Protection El Paso,

Tx

Mission Support Assistant GS-0303-05 HQ Sector, Administration Office, Office of Border Patrol

• Service as the first line of contact for clients and communicate using call pacing techniques.

• Coordinate resolutions, elevate issues to management, and develop client relationships.

• Ability to identify and resolve issues before they become potentially disruptive to customer operations.

• Ability to maintain client relationships.

• Following up with clients and brining issues to closure on a timely basis.

• Ability to work effectively in an SLA driven environment.

• Invoice processing

• Answer customer phone calls and inquiries

• Answer customer e-mails

• Perform mailroom duties which include receive/sort/distribute/metric mail within the department

• Perform vendor adds/changes to vendor master database.

• Maintain quarterly control point authorization for all domestic aerospace sites.

• Perform miscellaneous duties as assigned by the department.

• Prepare, receives, researches, reviews, updates fund controls log and monthly reports with automatic control log, maintains

reports, developing system and implementing controls to improvement operation

• Responsible for computerizing all Financial System accoutability

• Compiling, prepared, input data, distributed document/transmittal, prioritized and maintaining statistical data, listing and table

charts

• Manage and tracks confirmation, transaction, mail, delivery confirmation

• Perform clerical duties (Wake-Up)

• Maintained all the records, tracking files, and tracking packages.

• Monitors, receive, research, log, and establish controls number.

• Prepare travel arrangements.

• Processing Mail, Postage, Staff Supervision

• Delivery/Processing of mail, package, including increases in postage rates, weighing and proper package regulations

• Maintain Operation Equipment- Budgetary, Skills Organizational, Prospects and Communications

• Basics Package, shipping, distributing company, Deliver mail

• Distribute Incoming Mail, Process Outgoing Shipments, Provide Customer Service, Considerations

• Sort Outgoing/Incoming Mail, Operate Postage Equipment, Basic Language and Facilities

12/23/1996 – 07/28/2000 DOJ, Immigration Naturalization Service El Paso, Tx

Mission Support Assistant GS-0303-05 El Paso Sector US Border Patrol Fabens Station

• Conserves executive's time by reading, researching, and routing correspondence; drafting letters and documents; collecting and

analyzing information; initiating telecommunications.

• Prepare invoices, reports, memos, letters, and other documents, using word processing, spreadsheet, database, or presentation

software

• Represents the executive by attending meetings in the executive's absence; speaking for the executive.

• Welcomes guests and customers by greeting them, in person or on the telephone; answering or directing inquiries.

• Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions.

• Prepare and maintains time and attendance reports

• Responsible for the installation and upgrade of software

• Maintain and processed database input/output reports and graphics

• Responsible analyzed reports, listing and files, locating and obtaining reburied background materials form office files

• Maintains files according to procedures and routes and controls classified documents

• Prepare and maintains time and attendance reports

• Responsible for the installation and upgrade of software

• Maintain and processed database input/output reports and graphics

• Responsible analyzed reports, listing and files, locating and obtaining reburied background materials form office files

• Maintains files according to procedures and routes and controls classified documents

02/16/2000 – 04/28/2007 DHS, Customs and Border Protection El Paso,

Tx

Mission Support Assistant GS-0303-05 HQ Sector Contracting, Supply

• Research, analyze and review all applicable policies, guidance, and regulations to support Government Contracting Officer

decision-making

• Prepare contractual files and electronic documents

• Perform complex cost and pricing data analyses IAW established procedures

• Perform post award functions for procurements involving contracts and purchase requests for services, projects or programs

• Conduct market research/analysis, negotiations of terms, conditions, costs and prices for a variety of contract modifications, and

orders for complex and/or diversified service

• Create and/or review procurement packages and resolves deficiencies

• Verify that appropriate funding is available. Assist customers in developing solicitation requirements

• Prepare solicitations containing appropriate provisions, terms and conditions, offer or instructions and evaluation criteria

• Communicate Government requirements to industry; answers solicitation questions, and coordinate review comments

• Evaluate responses to solicitations for compliance with terms and conditions and technical requirements

• Administer complex contracts for procurements for services, projects, or programs.

• Conduct initial review of contractual instruments and supporting files to ensure they are consistent with law, regulation and policy

• Analyze and evaluate proposed prices utilizing accepted techniques and cost and pricing information other than cost or pricing

data to determine price reasonableness

• Maintain daily log of contract/purchase request status. Work with minimal supervision; consistently employ contracting best

practices

• Advise Government Contracting Officer regarding applicable policies, guidance, etc., and the results of cost/pricing analyses

performed

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Requesting procurements for schools and/or offices, determining items needed and their requirements, advising on item

availability, and/or suggesting substitutes;

• Confirming item availability through established contracts before taking action on purchase requests;

• Soliciting telephone and/or letter quotes for procurements where formal solicitations are not required;

• Developing formal bid solicitations, incorporating specifications, general and special condition clauses, instructions for delivery, for

procurements requiring formal solicitations;

• Evaluating bids to insure that specifications and other terms are met and determining low responsive bidder;

• Providing background data regarding the selection process when not recommending awards to the low bidder;

• Inspecting delivered items and following up on procurement contracts to insure compliance with specifications and conditions;

• Selecting or developing sources of supply giving due consideration to all costs involved including shipping;

• Interviewing vendors and inspecting samples;

• Preparing data for staff officers to assist with the preparation of budget requests or the planning of future purchases; and

• Coordinating with Stock Control to determine quantities of warehouse stock items to be purchased and preparing purchase orders.

• Provides information to facilitate coordination of overall organization distribution. Collects information on present and future

distribution needs.

• Arranges adequate space requirements for storage of products and develops changes in distribution techniques and practices.

• Reviews production and shipment records of all products to determine conformity with customer commitments.

• Evaluates and recommends shipping deadlines, and takes corrective action to eliminate behind schedule conditions

• Ensures that all order cycle time metrics are achieved for the customer, and maintains accurate inventory records.

• Ensures that the facility complies with relevant cleanliness and safety/OSHA parameters.

• Provides back-up assistance to all departments when needed.

02/16/2000 – 04/28/2007 DHS, Customs and Border Protection El Paso, Tx

Mission Support Assistant GS-0303-05 HQ Sector Internal Affairs Division

• Prepare immigration/HQ Sector cases as assigned by manager for submittal to the appropriate government agency

• Work closely with Intelligence to manage cases and to meet monthly filing goals

• Understand the procedures and documentation required for cases to be filed successfully and following BAL's service standards

• Work with clients to gather the necessary information and documentation in a timely manner

• Prepare forms according to information received from clients

• Prepare letters and other documents on behalf of the employer/client

• Finalize documents after review by Agency, Prosecution, Client, Lead Paralegal, DEA, FBI, and Intelligence Officer, Court, Team

Employee and/or Attorney

• Ensure all deadlines are met

• Provide information and assistance to clients regarding legal procedures (NOT legal advice)

• Update database(s) and utilize case preparation/management tools effectively and efficiently

• Monitor status of all filed applications and petitions

• Run reports to assist in managing own caseload

• Works with clients to obtain documents and information necessary to prepare applications

• Drafts support statements and organizes documentations for filling

• Files and monitors applications and petitions with appropriate government agencies

• Performs research to obtain information such as background on a company or industry, current wages, processing procedures,

stand processing times, etc

• Initiates contact with government officials to obtain necessary information to alert supervising attorney of potential delays or

possible problems in the processing of an application

• Collect recycled papers from Attorneys and Paralegals and dispose in shredding bins

SECONDARY RESPONSIBILITIES: Duties will include creating documents, typing correspondence, setting up and updating

spreadsheets, keeping the calendar and schedule, entering information into a computer system, putting presentations together,

answering the phone and performing general office tasks as necessary.

• Make photocopies/documentation, copying of recording tape/TV/Videos • Send faxes and scan documents

• Retrieve and/or return files • Address envelops and package

02/16/2000 – 04/28/2007 DHS, Customs and Border Protection El Paso, Tx

Mission Support Assistant GS-0303-05 HQ Sector HR, OWCP, Travel, Fleet, Payroll, Budget

• Maintains workflow by studying methods; implementing cost reductions; and developing reporting procedures.

• Creates and revises systems and procedures by analyzing operating practices, recordkeeping systems, forms control, office

layout, and budgetary and personnel requirements; implementing changes.

• Develops administrative staff by providing information, educational opportunities, and experiential growth opportunities.

• Resolves administrative problems by coordinating preparation of reports, analyzing data, and identifying solutions.

• Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment

inventories; evaluating new equipment and techniques.

• Provides information by answering questions and requests.

• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting

orders for supplies; verifying receipt of supplies.

• Completes operational requirements by scheduling and assigning administrative projects; expediting work results.

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications;

establishing personal networks; participating in professional societies.

• Contributes to team effort by accomplishing related results as needed.

• Provide day-to-day administrative support as needed.

• Perform entry of data using critical thinking to ensure data accuracy -- there is extensive data entry and data quality control

• Maintain organized, well-annotated, complete document archives • Perform data quality control duties

• Condense written documents into concise, bullet-point summaries • Edit and format power point slides to meet specific format

requirements

• Prepare and compose correspondence, reports, and / or forms and works on projects

• Serve as primary contact for internal and external customers • Answer, screen and forward telephone calls taking accurate,

detailed messages.

• Prepare outgoing correspondence and other documents including tables, graphs, spreadsheets and presentations.

• Track, prioritize, and participate in special projects.

Education: Grad: Pending BS/2015, GPA 3.50 University of El Paso, El Paso, Tx 79912 Major: Computer Engineer

Grad: AAS 1985, GPA: 2.50, El Paso Community College, El Paso, Tx 79915 Major: Data Processing/Accounting

Grad: HS 1979, Austin High School, El Paso, Tx 79904, Major: All Subject Data Processing

GRAD: HS 1979 El Paso Technical Evening School, El Paso, Tx 79912 MAJOR: Data Processing, Programmer, Tying, Management, Second Year

Vocational School 10 keys adding machine, Accounting

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