Customer Service Management and Executive Administrative Skills

JENNIFER I. WALKER

*** ***** **** ***** ********* #8, Cordova, TN 38018 C: 601-***-****

Email: ***********@*****.***

Summary

A dynamic and dedicated executive administrative assistant, recognized in communicating effectively at various levels and acting as a liaison between higher management and department employees. Proven track record of meeting targets and deadlines efficiently. Highly enthusiastic and resourceful support professional with 20+ years’ progressive experience with diverse organizations. Adept at making and delivering effective presentations on various topics. Proficient in all MS Office Suite programs and expert with executive calendar keeping, research, and public relations protocols while providing high-level administrative support by conducting research, preparing statistical reports, handling information requests, and performing clerical functions such as preparing correspondence, receiving visitors, arranging conference calls, and scheduling meetings. May also train and supervise lower-level clerical staff.

Skills

Technical Oversight Agility and Efficiency Written Expression

Takes Ownership of Actions Problem Solving Appointment Scheduling

Relationship Building Organizational Ability Research/Analytical Thinking

Training and Development Time Management Accuracy and Dependability

Communication/Coordination Skills Great Customer Focus Future and Forecast Planner

Technology (Microsoft Outlook) Administrative/Clerical Expert Effective Listening Skills

Work Experience

Department of Veterans Affairs March 2008 – Current

Secretary (OA)

Responsible for technical and administrative operational duties to enhance smooth day-to-day productions of a medical center devoted to providing first class medical care to our nations Veterans and Heroes.

Executive Administrative Support and Communication

•Liaison between the executive office and multiple departments

•Maintain confidential information appropriately

•Manage incoming calls and emails; screen appropriately and professionally

•Write and edit high level documentation - including correspondence management

•Plan and schedule travel, meeting and personal events

•Develop agendas and expense reimbursements

•Continuously identify and implement improvements to help Executive levels operate more effectively

•Coordinate meetings, conference calls, including management conference rooms

•Managing the day-to-day operations of the office

•Organizing and maintaining files and records

•Planning and scheduling meetings and appointments

•Managing projects and conducting research

•Preparing and editing correspondence, reports, and presentations

•Making travel and guest arrangements

•Providing quality customer service and team building focus

•Fluent in medical and legal terminology

• Reviews, analyzes and evaluates the accomplishments of various office administrative functions, such as records management, reports control, form control and administrative standard operating procedures.

•Analyzing problems, gathering pertinent data and recognizing solutions; methodically planning and organizing work to ensure timely completion; communicating clearly, both orally and in writing and providing excellent customer service in person-to-person situations.

• Performs administrative duties such as drafting correspondence, tracking equipment, maintaining records, and ordering supplies.

• Advises personnel on proper maintenance and control of records. Periodically surveys records maintained throughout the assigned sections for compliance with established regulations and procedures, noting deficiencies, and inadequate filing. Initiates action to correct deficiencies e.g., improperly identified records and implements instructions for destruction and/or transfer of records.

• Acts as a liaison and maintains communications with persons and/or groups within and outside of the section or office.

• Schedules appointments and keeps accurate calendars for section chiefs and section events.

• Processes, edits and formats materials such as correspondence, reports, memoranda, and other forms of written communication including the following: edits letters, composes letters and reports, reviews correspondence for accuracy and completeness, and develops standard or form letters, and replies to inquiries.

•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.

Centers for Disease Control and Prevention April 2006 – March 2008

Program Operations Specialist

Agency for Toxic Substances and Disease Registry (ATSDR) is directed by congressional mandate to perform specific functions concerning the effect on public health of hazardous substances in the

environment. I was tasked to provide day-to-day administrative, office automation, research, and technical support to the department leadership and staff members. My duties required me to maintain the workflow by studying methods; implementing cost reductions; and developing reporting procedures. This position required extensive knowledge and usage in medical terminology.

•Provided the full range of administrative services in response to the specific needs of the organization.

•Conducted studies of administrative management systems, methods, and processes to identify areas of potential improvement and provides advice and guidance to program managers.

•Attended staff meetings to explain and interpret administrative policies and procedures, to discuss significant operating issues, and to provide input on program planning and management decisions.

•Managed administrative requirements for supplies, property and office moves.

•Managed the security and emergency preparedness functions for the organization.

•Represented the organization in safety meetings and keeps senior managers abreast of changes as they relate to security and emergency preparedness.

•Maintained liaison communications within and outside the organization

•Fluent in legal documents and legal terminology.

•Served as point of contact on technical, administrative, travel regulations, policies, and procedures.

•Serve as a point of contact for office property, records, and inventory.

•Serve as time clerk and providing support for personnel matters.

Education

Bachelor of Social Science, Psychology/Healthcare Management 2011 - 2016

University of MS, Oxford, MS

Bachelor of Social Science, Psychology/Human Services 2005 - 2008

Mercer University, Atlanta, GA

Associates of Arts, Business Administration 1980 – 1982

Northeast Community College, Booneville, MS

References available upon request.

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