Administrative Assistant Customer Service

BERNITA HARRELL

510-***-**** **********@*****.*** San Leandro, California, CA 94579

Summary

Enthusiastic Senior Administrative Assistant with over 15 years of experience at Bank of America supporting Executives, Senior Vice Presidents & Group Operations Managers, Project Consultants and over 400 employees operating in multiple regions throughout United States and United Kingdom. Excellent interpersonal communication skills to work effectively with people from diverse professional and cultural backgrounds. Proficient in a variety of software, essentially MS Office Suite.

Key Accomplishments

Recognized with several Platinum, Gold and Monetary Awards for many achievements

Managed “Going Green Program” that resulted in a 75% reduction in stationery expenses

Achieved savings of $200,000 in annual telecom costs by diligently pursuing and deleting invalid lines

Successfully coordinated Diversity and Inclusion SFO F2F in Dallas for GPO D&I President

Created Manager’s Playbook used across regions nationwide

Played a key role in large move; included shutting down multiple sites and organizing Aetna EAP free seminars for over 350 employees on the East and West Coasts with admirable feedback

Appointed Employee Ambassador to head employee engagement activities

Developed effective solution to manage GPO Quarterly MCRP tasks, resulting in timely and accurate completion of compliance tasks nationwide

Professional Experience

BANK OF AMERICA CORPORATION, SAN FRANCISCO, CA 1999-2014

Senior Administrative Assistant, Global Payment Operations West 2008-2014

Provided administrative support to Global Payment Operations Executive and 3 Senior Vice Presidents in charge of 425 ACH Customer Service and Wire Transfer bank associates operating in multiple regions throughout the United States and United Kingdom.

Oversaw core infrastructure of day-to-day functions and processes for the department

Coordinated large gatherings, event logistics, and catering within budget

Managed several managers’ calendars in Outlook, including routine to complex meetings and conference calls in different time zones via WebEx and TP

Effectively managed conflicting travel and lodging logistics for executives and frontline managers

Handled high volume of calls and interacted with senior leaders and clients with tactful professionalism

Acted as a proxy for managers, signed documents and approved expense reports up to $2,000

Processed heavy volume of expense reports and invoices in Concur, adhering to bank expense policies

Monitored monthly operating expenses and notified management of any concerns

Gathered data from leaders and uploaded final report in SharePoint for monthly executive meetings

Appointed department Access Control Representative, managed parking and building access

Processed HR action requests, tracked time and attendance, handled highly confidential matters privately, and coordinated on boarding and off boarding of new hires, staff and contractors

Trained and directed associates and managers in safety, technology and new developments

Tracked and validated completion of bank required compliance courses pushed to associates

Coordinated equipment upgrades, including computers and Multi-Purpose Networking Printers

Performed troubleshooting and arranged appropriate technical support for the department

Managed supplies, including Emergency Disaster Pak Provisions for the department

Collected and distributed mail, monitored faxes and signed for courier packages

Key custodian, issued and tracked keys to secured areas, and conserved key log registers as required by Corporate Audit

Administrative Assistant III, National ACH Operations Administration West 2006-2008

Provided comprehensive administrative support to ACH Executive, 5 line managers and over 400 employees operating on the East and West Coasts.

Performed as gatekeeper for ACH Executive and line managers

Greeted job candidates, clients and high level business leaders with professional hospitality

Managed multiple calendars and answered high volume of phone calls effectively

Composed correspondence, organizational charts and performed research analysis

Organized and managed large scale events such F2F meetings, staff festivities and seminars

Arranged heavy travel and lodging, and processed expense reports adhering to bank policies

Handled highly confidential matters and processed HR actions tactfully

Arranged parking and building access for visitors

Provided technical support, adequate office provisions, procedural updates and audit reviews

Trained staff on new equipment, office applications, and corporate safety and security

Monitored faxes and managed incoming/outgoing mail, including overnight couriers

Administrative Assistant III, Project Change Management 2001-2005

Provided comprehensive administrative support to Project Change Management Executive and 3 project consultants in California, and 9 line managers with over 200 associates in North Carolina.

Managed appointments, screened calls, monitored emails, and handled priorities effectively

Arranged heavy travel and lodging, and processed expense reports adhering to bank policies

Coordinated office events and logistics for F2F meetings and staff festivities

Signed documents and approved expense reports up to $2,000

Gathered data and compiled charts used in weekly managers meetings

Coordinated onboarding for new hires and processed confidential HR Actions

Performed troubleshooting and maintained sufficient office provisions and technology

Greeted visitors, arranged parking and building access

Monitored faxes and managed incoming/outgoing mail, including overnight couriers

Administrative Assistant III, Personnel Technology Strategy & Architecture 1999-2001

Provided administrative support to 3 Senior Vice Presidents and 5 line managers, and comprehensive backup support to HR Executive Vice President.

Managed multiple calendars, coordinated engagements, composed correspondence

Screened calls, greeted clients, gathered data and compiled reports, distributed mail

Arranged heavy travel, lodging, and processed expense reports adhering to bank policies

Handled HR actions and highly confidential matters

Arranged parking and building access

Performed updates to Bank of America intranet website and payroll database

EDUCATION AND PROFESSIONAL DEVELOPMENT

Business Administration, Alameda and Laney Colleges, Oakland, CA

Certificate of Completion, Advanced Multi-Clerical Program, East Bay Skills Center, Oakland

PROFESSIONAL AFFILIATION/COMMUNITY INVOLVEMENT

Planning Coordinator, Women In Technology & Operations, Concord Chapter, CA

Team Leader, March of Dimes raised over $5,000 in campaign funds, San Francisco, CA

Dress for Success volunteer; selected attires for women in need, San Francisco, CA

Glide Memorial Community Center volunteer; served food to over 150 people, San Francisco, CA

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