Customer Service Administrative Assistant

C H E RY L A . PAT T E R S O N

***** *. ******* ****** *****: 509-***-****

Otis Orchards, WA 99027 Email: ******@*******.***

R E C E P T I O N I S T & C U S T O M E R S E RV I C E S P E C I A L I S T

A self-directed and results-driven professional with 19+ years of comprehensive administrative experience. Proficient in planning, leading

and directing cross-functional office-related workflow, including cost containment, financial reporting, customer service, inventory

ordering & control, data administration, and employee development & management. Demonstrated ability to collaborate with various

personality types, diffuse demanding situations, proactively resolve conflict and increase organizational productivity, while exceeding high-

volume objectives.

AREAS OF EXPERTISE

Excellent Written & Verbal Personnel Relations & Management Filing Research & Analysis

Communication Skills Data Entry & Database Management Strategic Financial Reporting

Team Building & Coaching Crisis Control & Prevention Report Generation Employee Evaluation & Staff

Client Relations & Support Development

MANAGEMENT EXPERIENCE

Served as a liaison between the Squadron Commander and enlisted personnel, which involved handling confidential

issues, such as domestic violence, substance abuse, financial struggles and disciplinary actions.

Supervised and led a 9-member team, which involved completing 4100 evaluation reports, 11 promotion releases, 600

reenlistment actions and 4000+ identification cards.

Overhauled and improved the base weight management program, conducted subsequent training sessions for 22

employees, and implemented monthly data reviews in order to ensure overall database integrity.

Oversaw the management of 250 payroll-related errors and collaborated with the finance department to resolve

numerous suspended pay issues.

Partnered with the defense accounting department, finance services and the Headquarters of Air Force Personnel Center

to resolve overdue Initial Enlistment Bonus payments, totaling approximately $1M, and developed a detailed briefing on the new

bonus program.

Revamped a base-wide Right Start program, which cut briefing times from 3 to 1.5 hours, and coordinated with Public

Affairs to publicize these improvements.

Spearheaded a Force Reduction program and processed 60 applications on the first day alone of this program’s

implementation (FY 1995).

Trained 24 staff members and mentored 7 airmen throughout an intensive job training program, which required the

ability to imaginatively accomplish objectives despite a manpower shortage.

Conceptualized and executed specialized newcomer welcome briefings for 250+ new personnel, which generated a

positive first impression of the squadron.

Instructed 350+ personnel on all aspects of their military assignments, while ensuring the accuracy and completion of

necessary paperwork.

Received an appointment to the squadron’s Awards Board and subsequently ensured proper recognitions for deserving

personnel.

Coordinated cross-functional business affairs, handled personnel matters and interpreted the institutional policies and

procedures.

Developed a training curriculum and coordinated monthly training sessions for 10 apartment complex property

managers.

CUSTOMER SERVICE E XPERIENCE

Received 22 outstanding customer satisfaction surveys as a result of excellent personal performance.

Served as a liaison between the leasing office, incoming and current renters, and other staff members at 14 apartment

complexes.

Delivered weekly status updates and detailed financial reports on behalf of property owners, which enabled clients to

make financially-sound decisions regarding their investment.

Cheryl A. Patterson Resume, Page 2

Managed a multi-phone line system and forwarded hundreds of phone calls each week to appropriate personnel.

Composed various levels of professional correspondence and assisted office personnel in following through on their

communications.

Mentored children in academic pursuits (i.e. math, reading, writing and science experiments), appropriate social

behavior and physical well-being.

ADMINISTRATIVE EXPERIENCE

Directed and monitored office-related equipment, supplies and other fixed assets, including inventory control and

shrinkage, and reordered materials as needed (was entrusted with 4 government-issued credit cards and purchased thousands of

dollars in supplies).

Spearheaded 2500+ computer system updates, which resulted in slashing system errors by 90%.

Maintained an organized tracking and suspense system, continuously upholding a 99% on-time rate.

Improved the squadron performance report monitoring system, which resulted in a 25% decline in late submissions.

Executed 150 error-free passport applications for departing personnel members, streamlined the out-processing

checklist, which reduced the processing time by 50%, and devised a user-friendly checklist for retiree death notifications.

Organized and prepared departmental administrative financial reports on a regular and comprehensive basis.

Updated weekly highlights and information on the company websites of 14 apartment complexes.

Inventoried, ordered and distributed 25+ forms for each of these apartment complexes and proofread hundreds of

Rental Lease Agreements to ensure 100% accuracy of vital legal documents.

EMPLOYMENT HISTORY

JAMES & KRISTINA DEATON HOUSEHOLD, Nanny, Otis Orchards, WA 2009 – 2015

ABC–123 DAYCARE, Child Care Assistant, Newman Lake, WA 2007 – 2009

TOMLINSON–BLACK MANAGEMENT, Receptionist/Admin. Assistant, Spokane, WA 2006 – 2007

FAIRCHILD AIR FORCE BASE, Superintendant: Customer Support, Spokane, WA 2004 – 2006

RAMSTEIN AIR FORCE BASE, Superintendant: Reenlistments/Special Actions, Germany 2002 – 2004

RAMSTEIN AIR FORCE BASE, NCOIC (Manager): Commander Support Staff, Germany 1997 – 2002

McCONNELL AIR FORCE BASE, NCOIC: Commander Support Staff, Wichita, KS 1997 – 2002

McCoNNELL AIR FORCE BASE, Assistant NCOIC: Assignments/Training, Wichita, KS 1995 – 1997

McCONNELL AIR FORCE BASE, Assistant NCOIC: Customer Service, Wichita, KS 1994 – 1995

McCONNELL AIR FORCE BASE, Assistant NCOIC: Separations, Wichita, KS 1993 – 1994

E DUCATION & TRAINING

Associate of Science, Human Resource Management/Personnel Administration, Community College of the Air Force

Officer Merits, Senior Non-Commissioned Officer Training Academy & Non-Commissioned Officer Training Academy

Personnel Training & NCO Preparatory Courses, Technical Training School

AWARDS & DISTINCTIONS

United States Air Force Master Sergeant (E–7) Secret Security Clearance Honorable Discharge, 1984 – 2006

Gerrit D. Foster Award for Best Small Military Personnel Flight Recipient

Senior NCO Training Course First Sergeant 92% Course Average

Squadron NCO of the Quarter Recipient First Quarter, 1998

Commander Support Staff Member of the Year Recipient 1998

Group Personnel Manager of the Year Recipient 1992

VOLUNTEER POSITIONS

East Valley High School Senior All-Knighter Committee Member Fundraising Events

Women’s History Month 5K Fun Run & Luncheon Organizing Committee

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