Customer Service Administrative Assistant
Resume:
Ofonime Emah
**** ********* ****** ***. *** College Park, MD 20740
*****@*****.***
OBJECTIVE: To secure a position with a professionally driven, well-respected organization by pursuing a challenging, responsible, dynamic and rewarding career and applying my academic knowledge, expertise, skills and enthusiasm; which will assist my career development and contribute effectively to the progress of the organization and the society as well.
EDUCATION
Virginia State University, Petersburg, VA August 2007 - May 2010
Bachelor of Science Degree
EXPERIENCE
District of Columbia Public Schools (DCPS) June 2013 – September 2015
Analyst, Help Desk Washington, DC
Served as the initial point of contact for help desk support to internal DCPS employees and external customers on various data systems.
Delivered the highest level of customer service for the Special Education Data System (EasyIEP) and other DCPS data systems via telephone and e-mail support to the end-user community.
Ensured problem ownership by logging user inquiries in a ticket tracking system (Quickbase), trouble shooting, and performing daily reviews of open issues to promote end-user satisfaction.
Classified the level of priority and nature of the problem and updated systems to reflect users’ requests.
Delivered resolutions effectively via telephone and e-mail to users and walked users through a series of steps to determine cause of a problem.
Tracked and reported progress of projects using various computer programs and tools to internal and external DCPS stakeholders.
Leder Law Group September 2012 – June 2013
Legal Assistant Towson, MD
Handle heavy case load and assist with all aspects of the litigation lifecycle from inception through appeal.
Report directly to three attorneys with a broad range of responsibilities that encompasses the timely and complex preparation of cases from discovery to trial phase.
Draft legal documents including pleadings, interrogatories, jury instructions, voir dire, affidavits, subpoenas and memoranda of law.
Assist with trial preparation: manage trial exhibits, prepare trial notebooks, maintain expert binders, perform jury research and communicate with experts and fact witnesses.
Perform medical records procurement and analysis; prepare medical chronologies and summaries.
Coordinate multifaceted office functions encompassing court calendar management, retainment of court reporters and scheduling of conference rooms for deposition proceedings.
Prepare charts, graphs, & demonstrative exhibits for use at trial.
Perform computerized and law library research to obtain and gather case relevant data and materials.
Conduct legal research using the Internet and West law
Log privileged documents and maintain pleadings Index documents correspondence, memoranda files and docket entries.
Aerotek (Temp Agency) June 2012 –September 2012
Connections Academy June 2012 – September 2012
Enrollment Administrative Assistant Columbia, MD
Processed enrollment documents, respond and follow-up with enrollment inquires.
Utilized Adobe software in processing enrollment documents
Prepared Correspondence to be mailed to parents
Received and processed mail and updated student’s file using Connexus software
Scanned and filed correspondence and other paperwork as necessary
Keepers Temp Agency December 2011- May 2012
McCabe, Weisberg & Conway LLC April 2012 - May 2012
Mediation Assistant Laurel, MD
Utilized LPS and Time Matters to Keep track of hearing dates
Provided Paralegal support for six Attorneys in preparation and submission of mediation files
Utilized the JIS system in providing mediation results to clients
Provided quality customer service to clients
Requested and prepped files for Mediation Hearings
Prepped mediation documents for mailing to clients and the court
DB Consulting Group December 2011 – March 2012
Receptionist Silver Spring, MD
Answered and screened incoming calls using a switchboard
Attended to clients from Federal Government employees to Former Senator personnel
Handled and redirected customer queries
Took and distributed telephone messages
Organized incoming and outgoing mail
Coordinated meetings and appointments and conference room calendars
Assisted with organization of company functions and events
Prepared letters and documents
Utilized MS Office fully in daily tasks and responsibilities
Researched and retrieved information
Maintained and managed reception area
Today’s Office Professionals August 2011 – December 2011
John Hopkins University August 2011 – December 2011
Facilities Coordinator Baltimore, MD
Ensured timely maintenance and up keep of university buildings
Dispatched work orders to appropriate departments using a radio
Opened tickets for maintenance of buildings
Entered tickets into online software
Gave updates on work orders
NVR Homes August 2011 – August 2011
Receptionist Columbia, MD
Attended and received clients and visitors in a professional and courteous manner
Assisted with conference room reservations for meetings
Provided assistance to employees as needed
Answered and directed calls to proper individuals
Aviation Institute of Maintenance June 2010- September 2010 Admissions Representative Manassas, VA
Recruited, interviewed and validated prospective students
Provided information regarding the admission process to the candidate students and also gave them a tour of the facility
Answered any admission queries either by direct conversation, over the telephone or by email
Assisted the student's parents by clarifying the institutions internal processing procedure and provided information about financial aid for their fee payments
Organized promotional events and orientation for the admission process
Assisted the institution registrar in finalizing the accounts
Conducted regular meetings with the Admissions Director and staff and provided them the latest reports regarding student admissions.
Provided back-up support for receptionist
SKILLS
Computer Experience
Microsoft Office 2003 / 2007 / 2010 Word, Excel, PowerPoint, Access, Outlook and Adobe
Software: LPS, Time Matters, JIS, Connexus Avaya, Westlaw, Quickbase, DC Stars, ASPEN
Hardware: Switchboard, Scanner, Printer, Dispatch/phone system
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