Customer Service Assistant

SHARON D. JEFFRIES

**** *** ********* ******, **

Washington, DC 20011

301-***-**** (Mobile)

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

STRENGTHS AND AREAS OF INTEREST

Experienced detail-oriented Executive Assistant and knowledgeable of administrative functions with a solid background in governmental and office policy procedures. Self-starter with proven history of managing multiple projects simultaneously while supporting daily office operations and completes projects within time and budget constraints. Proficient in writing confidential correspondence utilizing Microsoft Office Word using thorough knowledgeable of standard governmental writing and editing style mandates. Would bring to your organization exceptional telephone and customer service communication skills, dedication and the efficiency to fit within the team with proficiency in:

Microsoft Office Suites – Outlook, Word, Excel, PowerPoint

eCase web-based tracking and reporting workflow Correspondence and Electronic documents

Intranet Quorum (IQ) Mayor Correspondence Management System, Integrated Tax System (ITS)

Concur Electronic Travel System

PeopleSoft Payroll and Management System

Electronic Document Management System (EDMS) & Electronic Executive Secretariat Congressional Workflow System (eFlow)

PROFESSIONAL EXPERIENCE

NonProfits HR 10/2015 -01/2016

1400 I St NW #500, Washington, DC 20005

Executive Assistant - Temp at Truth Initiative

Directly supports the Chief Marketing Officer and management team and utilizes the Microsoft Office Outlook software to schedule appointments, providing background materials and coordinates logistics and agendas prior to meeting. Exercises initiative and resourcefulness in work and uses judgment in maintaining the confidentiality of many matters that the superior engages.

Effectively handle travel arrangements, reconcile AMEX and completes expense reports

Contacts staff, marketing agency partners, and consultants to schedule meetings with the Marketing team and refers incoming calls to appropriate staff.

Updates the Marketing out-of-office calendar and disseminates to team.

Manages and completes daily staffing projects and deadlines daily, with expected/unexpected interruptions and competing priority changes.

US Department of Homeland Security 08/2014 – 07/2015

Customs and Border Protection Office of Air and Marine (OAM)

1300 Pennsylvania Avenue, NW Washington, DC 20029

Executive Assistant - Contractor

Responsible for managing the daily operations of Executive front desk which included providing efficient support to high level Executives, serving as the first point of contact for incoming visitors while delivering high level executive support in a fast paced law enforcement environment. Performed heavy calendar management and a multi-line phone support system and effectively interacted with managers, employees and external OAM personnel. Coordinated weekly meetings/special events and prepared routine inter-office reports.

Maintained and coordinated the calendar internal/external meetings for members of the Executive Staff.

Coordinated and arranged domestic/international travel arrangements for Assistant Commissioner’s meetings outside the building.

Assisted the Chief of Staff in planning and reviewing the day-to-day operations in the OAM; informed the management team of workload of executive staff and pending issues.

Received telephone timely and addressed issues; referring complex to upper management, exercising judgment and discretion and independently resolving problems.

Developed and maintained a work log database and/or tracking management system ensuring the adequate electronic filing of documents and easy retrieval of records.

Served as back up for the Staff Assistant to the Assistant Commissioner and acted as a liaison between the Deputy Assistant Commissioner, Chief of Staff, and Directors.

DC Promise Neighborhood Initiative, Inc. 03/2013 – 01/2014

1300 44th Street, NE Washington, DC 20019

Executive Assistant

Coordinated and managed the Executive Director’s calendar and scheduled internal and external meetings and monthly Board meetings within the organization, preparing a daily schedule index card of calendar of events for her reference. Collaborated with the Program team and identified priorities from the senior staff in a timely manner.

Developed agendas for weekly staff meetings and drafted executive summaries from monthly Board meetings.

Arranged travel itineraries for the Executive Director monthly trips background materials in advance.

Created electronic grant and budget files while working closely with the Chief Financial Officer and provided assistance with managing contract negotiations.

District of Columbia Government 05/2011 – 03/2013

DC Commission on the Arts and Humanities (DCCAH)

200 I Street, SE Washington, DC 20003

Executive Assistant - Contractor

Demonstrated superior communication skills as an Executive Assistant to the Executive Director (ED) and Deputy Director (DD) at the DCCAH with the ability the manage complex conflicts and adapted to a variety of personalities interfacing between the Commission, DC Council, Mayoral appointees and the public.

Maintained the calendar of events for the ED and DD while managing and completing multiple projects and deadlines daily, with unexpected interruptions and competing priority changes.

Transcribed meeting minutes and follow-up action items from the weekly Executive Staff meetings and developed weekly Economic Development Cluster report and Power Point presentation s providing weekly updates to the City Administrator for discussions in meetings and Deputy Mayor Press briefings.

District of Columbia Government 05/2009 – 02/2011

DC Retirement Board

900 7th Street, NW, Washington, DC 20001

Executive Legal Assistant

Provided confidential assistance to the Board’s General Counsel and Staff Attorney while resolving controversial matters and performed confidential projects and assignments. Administratively supported the Chief Benefits Officer on extensive Qualified Domestic Relations Orders (QDROS)

Managed the calendar of events and implemented projects while prioritizing a diversified workload consulting with upper management.

Created and designed monthly Board Meeting minutes, Freedom of Information (FOIA) correspondences while tracking suspense dates, memos, charts, tables, graphs, and business plans utilizing the Microsoft Office Suites.

Screen all correspondence prepared for supervisor’s signature for grammatical and procedural correctness.

As the Westlaw point-of-contact I researched DC Government laws, resolutions, legislation, and enactments for monthly for Board meetings.

District of Columbia Government 08/2006 – 05/2009

OTR Customer Service Administration (CSA)

Real Property Tax Administration (RPTA)

941 North Capitol Street, NE, Washington, DC 20002

Lead Administrative Assistant & Timekeeper

Provided exceptional administrative assistance to the Deputy Director in the Customer Service Administration while proficiently communicating with DC taxpayers and protected the confidentiality information required by disclosure of laws and regulations. While detailed in RPTA, I assisted the Chief and four managers within the Assessment Services Division ensuring that semi-annual property bills are accurate and processed timely for the DC Real Property Tax owners.

Established priorities while maintaining the calendar of appointments and scheduled daily conferences with taxpayers, rescheduling and declining appointments as appropriate

Accepted and declined invitations with expected/unexpected interruptions while assessing competing priority changes.

Provided training to new timekeepers on the PeopleSoft Human Resources and Payroll System.

Prepared training materials, travel documents/reimbursements, and bi-weekly records of leave to ensure delegated responsibilities met critical deadlines.

Received approximately 50 incoming phone inquiries and strictly adhered to OTR telephone policies.

Utilized the Intranet Quorum (IQ) Mayor Correspondence Management System to retrieve daily incoming correspondence and accurately forwards the documentation to the ASD Managers.

US General Services Administration 04/2005 – 08/2006

1900 F St, NW, Washington, DC 20405

Executive Assistant

Served as an Executive Administrative Assistant (Contractor), providing administrative assistance to the Assistant Commissioner (AC) in the Office of National Customer Services Management and the Federal Supply Service.

Handled domestic travel arrangements i.e., making airline and hotel reservations in an Electronic Travel System and vouchered expenses at the conclusion of the official travel.

Utilized the Electronic Lotus Notes to maintain the calendar of events for the AC to schedule meetings with government officials/agencies and served as a liaison between the AC and high-ranking superiors.

Served as the Time and Attendance Clerk for the 30 employees via an Electronic Time Attendance Management System, ensuring the functions were in Federal Government regulations.

EDUCATION

Montgomery College Degree Granted 01/2006

A.A. General Studies

Related Coursework: English, Business Technical Writing, and Speech, Effective Writing I & II, Travel (Domestic & Foreign), Communication Skills, Management & Development Skills for Administrative Assistants, ITS Core Training, Paralegal/Legal Assistant Course, Notary Public, & Freedom of Information (FOIA)

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