Customer Service Administrative Assistant

Michele L. Elhenawi *******@*****.*** 202-***-****

Objective: To provide the highest level of customer service and professional administrative support within a

thriving and established organization.

Professional Experience:

Cabezon - Federal Emergency Management Agency (FEMA Contractor) Rockville, MD

04/12-present

• Follows through and complete pre meeting tasks involving preparation for firefighter’s panel review

meetings.

• Attends and provides administrative support at panel meetings.

• Post meeting tasks incudes deciphering summary statements into final format ensuring accuracy and

concise punctuation and grammar.

• Provides quality control when needed.

• Other tasks includes contacting various agencies regarding closing out of federal grants.

Masterkey Consulting- National Institute of Health (NIH Contractor) Rockville, MD

10/10-10/11

• Provided program support to Chief and Program Officers with technical support that included

interpretation of policies, calendar management, travel requests and arrangements, reimbursement of

expenses, and computer related issues.

• Managed telephones, coordinated staff meetings, prepared logistics, coordinated conference calls, and

coordinated catering arrangements as needed.

• Other duties included maintenance of shared drive ensuring electronic files were accurate and or up-to-

date, ensured budget spreadsheet was maintained and up-to-date bringing any exorbitant expenditures to

the attention of the Chief. Maintained adequate office supplies for department; when necessary

contacted vendors to service office equipment. Maintained confidential documents passports, credit card

information, and other personal information that pertained to the travelers.

National Ready Mix Concrete- (Administrative Coordinator) Silver Spring, MD

12/07-08/09

• Managed the administrative operations of course delivery.

• Worked closely with instructors to determine if any modifications were needed for presentation

materials.

• Answered questions and provided guidance to students wishing to register for courses.

• Gathered weekly reports to produce marketing trends analysis.

• Coordinated with the production department the production and delivery of logistics.

• Other duties included classroom setup and breakdown, onsite reception and support, administered and

proctored exams. Prepared and issued certificate of attendance to all students. Other certificates were

issues once courses required were successfully fulfilled.

• Post tasks included scanning exams sheets, and answering questions pertaining to results of exams while

exercising privacy and confidentiality.

• Created and maintained up-to-date standard operating procedures for all courses.

Chevy Chase Bank- (Administrative Assistant) Laurel, MD

11/04-12/07

• Provided daily support to several senior management with various projects that included producing and

tracking various reports, coordinating and scheduling and attending weekly staff meetings, taking

meeting minutes and typing in final format, planning and coordination of departmental events such as

recognition awards, birthdays, arranging for catering needs, composing correspondence, submission of

expense reimbursement, completion of purchase orders, conference room blocks, maintained

organizational chart, creation and maintenance of distribution lists, set-up for new hires, file retrieval

and maintenance. Archival preparation of files.

• Liaison for accounts payable, human resources, property management, security and other departments

on related issues.

• Maintained tracking log of deliverables.

• Compilation of weekly, monthly and quarterly analysis of customer service reports.

• Ensured the timely submission of group’s bi-weekly timesheets.

• Served as backup for call center for tier 1 calls.

• Ensured and enforced the confidentiality and compliance practices of the bank.

• Worked as a team with other administrative staff in proctoring exams, assisting with round tables,

updating bulletin boards and planning overall events for call center.

Federal Management Systems- National Institute of Health (NIH Contractor) Bethesda, MD

10/02-10/04

• Performed administrative review of applications to ensure the applications contained all necessary

information and to ensure compliance with human subject’s regulations, and other important

compliance requirements.

• Provided technical assistance to grantees, and reviewers with questions pertaining to signing on to

portal, conflicts of interest, awards etc.

• Communicated with principle investigators regarding missing application items, budget issues, while

addressing any questions regarding the grant process.

• Worked in collaboration with the Scientific Review Administrators (SRA) at the Center for Scientific

Review (CSR) to coordinate peer review date selection, audio visual needs, logistical needs, panel

selection and recruitment, sending out invites, distribution of grant materials to panel members,

transferring grants to appropriate Integrated Review Group (IRG)

• Pre meeting tasks included visiting venues to coordinate meeting, banquet and lodging arrangements.

Ensured meeting notices were published in the Federal Register. Ensured applications were organized

and distributed to reviewers along with pertinent supplementary materials.

• Post meeting tasks included scanning score sheets, report generation, preparation of summary

statements, ensured travel expenses and honorarium forms were submitted for each panel member and

processed in a timely fashion, ensured banquet event orders (BEO’s), and contracts were processed and

paid.

Prior position held: Federal Emergency Management Agency (FEMA)

Disaster Assistance/ Human Services Representative 6/2001-10/2002

Education: A.A.S- Marketing-Prince Georges College

Technical Skills: Microsoft 8.1, Microsoft Office 2007 and 2013 GovTrip, IMPAC, Integrated Management

Information System (iMIS), Adobe Connect, experience with Quickbooks

Active DHS Public Trust Clearance

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