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Administrative Assistant Customer Service

Tennessee, United States
December 31, 2015

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Nita L. Richmond

*** ********* ** *** 18-615-***-****

Smyrna, TN 37167


Over 15 years of experience with dual careers, human resource, administration as well as clerical industry including receptionist, administrative assistant, executive assistant and office management. Proficient computer skills in various software applications including MS Word, Excel, Outlook, PowerPoint, SAP, Success Factor, Icims, QuickBooks, PeopleSoft, Visio, PageMaker, Lotus Notes, Sales Logic, Goldmine, MS Project. Can type 55-65 wpm, knowledgeable of medical and legal terminology.


3/2015-present Talascend/Bechtel Project Management, Nashville, TN

Administrative Assistant

Provides basic administrative support to assigned projects. Reviews incoming communications, work orders, and service requests for subject matter content and routes them to appropriate supervisor’s attention. Composes routine correspondence in response to requests for department services; answers inquiries from other departments, area offices, or outside entities. Monitors all follow-up actions required by supervisor/manager.

Compiles, analyzes, and prepares or helps prepare information for studies or reports, such as organization planning, charts, graphs, and work load forecasts. Organizes material for meetings, presentations, and training sessions. May operate a variety of audiovisual equipment in the presentation of programs, orientation, and conferences.

Prepare non-technical reports. Extracts data from reference material, either semi-technical or non-technical in scope. Compiles, analyzes, and prepares or helps prepare information for studies or reports, such as organization planning, charts, graphs, and work load forecasts.

10/2010-2/2015 Bridgestone Firestone/Kelly Nashville, TN

HR CSR/Executive Administrative Assistant

Maintain human resources records by processing new hire, rehire, transfer, termination, promotion, LOA active and inactive and/or all changes to employee data status, position, payroll and benefits utilizing SAP, Success Factor, Icsms, SharePoint and Case Management software while at the same time taking up to 60-80 calls per day while processing order forms inquires, emails and faxes.

Conduct and track new employee annual training /orientation and updating performance rating while compiling data for audits.

Assist in employee investigations worker compensation, respond to employee relations issues such as employee complaints and various allegations and assist with Affirmative Action.

Listen to internal and external questions and concerns to render better service now and in the future according to state regulations requirements. Process exceptional analytical skills, capacity for critical thinking and ability to develop recommendations

Travel coordination and resulting expense management. Perform other administrative support as needed with a strong customer focus and a keen sense of urgency.

3/2010-10/2010 State of Tennessee Handgun Permit Unit/Adecco, Nashville, TN

Administrative Assistant/Assistant Controller

Process policies and procedures to the public regarding handgun permit applications, renewals, background checks, issuance and denials, criminal records, reciprocity, arrest and revocations and suspensions under provisions of state law.

Qualify request for permits via fax and email, extreme inbound calls while processing issuance of handgun permits, with considerable responsibility for developing, implementing and enforcing strict guidelines.

Perform administrative and analytic duties in coding all background records inbound and outbound from Sheriff's offices throughout the entire 95 counties in Tennessee. Handle all records management and ensure printing/issuance of permits are on schedule.

Assists implementing policies and procedures for new and/or changing rules according to the Department of Safety administrative services. We are directed by management to communicate operations and assist in their enforcement to the public.

9/2006-2/2010 VTS/ Vanderbilt University Medical Center, Nashville, TN

Executive Administrative Assistant /Tuition Reimbursement Specialist/Paralegal

Process all phases of Vanderbilt’s Tuition Reimbursements within the Office of Nursing Administration. Ensure performed functions of complete reimbursement program was being followed (utilizing Excel, PowerPoint and Access created documents and spreadsheets) by regulations, assure all proper information and eligibility criteria stated by law was being received and performed strictly by the book. In order to expedite reimbursements, resolve situations and issues, close contact, including but not limited to, profound transactional interaction with A/P, A/R, Medical Payroll, Human Resources, Admissions Department, Departmental Managers, and Student Accounts on a day-to-day basis.

Nita Richmond

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Extensive customer service extended as well as assuring all information gathered was compiled into Excel and confidentially forward to Finance (or hand carried depending on urgency) and saved with Protect for future disbursement to upper management for review and/or reporting. Handled heavy filing of confidential materials in a concise and orderly manner. Pay close attention to details regarding audits, analyzation and reviewing reimbursement that were received fraudulently, aggressively follow-up on initiating the process utilizing Microsoft Word to start procedures for collections. I contact everyone in my procedural process to ensure expected payments are consistent and in accordance with specific Policies and Procedures, if this does not happen I would start the process to have the employee terminated.

Challenging task performed in researching unpaid students tuition, which includes following through on every encounter and going above and beyond what is normally expected to get all answers answered in a timely and concise manner.

Perform administrative duties such as answer phones, compose letters and memos utilizing Microsoft Office. An extreme amount of emails are sent and answered daily. Order supplies, direct and send forms, reports and confidential material (utilizing Excel) to its proper destination, send and receive outbound and inbound mail and file confidential material in secured area.

Anticipate growth for now and in the future. For see incoming problems and prepare to resolve them on an as needed basis in order to keep the office fully organized and running smoothly daily.

9/2002-6/2006 Spherion, Atlanta, GA

Executive Administrative Assistant

Competently maintain telephone and office coverage while listening to internal and external customer’s questions and concerns as well as understanding what they need now and in the future.

Completed assignments for Fortune 500 companies such as Kaiser Permanente, Dunn & Brad Street, Morgan Freeman, and The Coca Cola Company.

Support senior officers within the company and interface with senior management of key suppliers, customers, organizations associations as well as government agencies.

Meet and greet all public requesting information regarding health insurance. Serve as liaison highly confidential and sensitive information that has to be processed through departments utilizing Lotus Notes.

Coordinate heavy volume of meetings that routinely involve Key Corporate Officers internally and as well as externally, while staying focus on completing special projects and tasks assigned throughout the department.

Ensure Managers have all relevant material needed for meetings, briefings, speeches, talks demonstrations including preparing, editing and creating PowerPoint presentations, Excel spreadsheets, copying, and securing proper meeting area, as well as audio visuals and videos.

Schedule travel arrangements for groups or individuals who will fly domestic as well as internationally, while securing all visas and ensuring all required immunizations are current for travel. Maintain accurate calendaring daily.

8/2001-1/2002 Carter Brothers, LLC, Atlanta, GA

Executive Assistant/Bid Coordinator/Paralegal

Solely responsible for President & CEO on a day to day basis of new project management company, and heavy scheduling of flight arrangements, luncheon meeting and dinners, also, create, edit and distribute presentations as well as all documents utilizing Microsoft Word, Excel, MS Project and PowerPoint proficiently while managing to keep the company within budget. Prepare and process all expense reports.

Order all office products as well as equipment, blueprints, while coordinating through subcontractors and numerous vendors, and at the same time keeping good relations. Distribute, possess and utilize working knowledge of services the firm/practice provides.

Assist in geographical growth of account customers by use of Internet and other resources, utilizing heavy knowledge and skills for getting past gatekeepers and extensive internet research.

Created and maintain Bid Tracking Log, utilizing Access database, along with weekly, monthly, and quarterly reports, to be distributed to other echelon of Officers within the company.

Total back-up for Project Coordinators. Executed all Executive Administrative duties in a timely and concise manner.

5/1999-6/2001 Utica National Insurance Group, Atlanta, GA

Executive/Administrative Assistant

Reconciliation of the Departmental Monthly Budget, allowing for projects to be carried out to the fullest.

Responsible for total support of Underwriting Manager, Loss Control Manager, Claims Manager and Services Manager.

Handled customer service, underwriting, workers compensation issues generated from the commercial line as well as personal line products.

Edited, analyzed, distributed Rate Gain Report generated by Raters on a daily, weekly, monthly and yearly basis.

Updated the Exception Log, Loss Control Recommendation letters as well as Risk Reports in a timely manner.

Responsible for the up keep of all schedules and numerous administrative tasks, preparation of presentations utilizing PowerPoint, scheduling travel arrangements for outgoing and incoming personnel, also coordinate meetings on an as needed basis.

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9/1992-3/1999 CIGNA Healthcare, Insurance, Brentwood, TN

Group Administrative Assistant/Customer Service

Competently maintain telephone and office coverage while listening to internal and external customer’s questions and concerns, as well as understanding what they need now and in the future. Formulate proposals. Slide presentations, memos as well as letters and send all reports to our perspective clients on a monthly basis, while utilizing proficient skills in PowerPoint, Word and Excel or other programs to support any business needs.

Created the Document Log in which every AA had to utilize. Its purpose, in the event one of the AAs are out, we can use their Document Log to find assignments or projects that have deadlines or belongs to another manager to ensure the work is processed on time. Or, to refer back to a document that was previously done and is requested again, it saves time in having it logged which allows you to find the document in its hiding place in the computer in real-time.

Created and revised the Work Request Form. This form has become a very important part of yearly evaluations. It assist the entire office in running more efficiently, by:

1. Helping the AA to organize as well as prioritize.

2. Saves manager time in explaining details of projects.

3. Helps management to determine AAs workload.

9/1987-8/1992 Hewlett-Packard, Atlanta, GA

Administrative Assistant/Payroll

Responsible for answering all questions and routing the calls to the right department for completion of service.

Responsible for creating and revising autofoward nodes for 6 different entities.

Support managers in every aspect of secretarial functions, such as creating slide presentation (utilizing PowerPoint) and reports, plan meetings for executives traveling from all over the world with precision, also organize group telephone conferences as well as order all supplies needed to complete any and all assignments.


Responsible for reception and editing timecards for errors, entering timecards and running reports for payroll issuance.

Research timecards for discrepancies letters and follow through to ensure correspondence is completed and distributed same day (or next day) with consideration of deadlines.

Issue discrepancy letters and follow through to ensure audit policies are adhered to and take ownership of calls making sure that the customers are fulfilled to satisfaction. Extreme amount of customer service. Transcribe correspondence from voicemail or email, place and return calls appropriately and courteously.

1979-1987 United States Air Force, Langley, AFB, VA

Material Facilities Specialist

Competently worked in Pick Up & Delivery, Storage & Issue, Inventory, Inspection sections of large warehouse.

Responsible for ordering, pulling, inventory and stocking of supplies ranging from pencils to airplane parts.

EDUCATION: St. Leo College, Hampton, VA

Unilex College, San Francisco, CA - Paralegal

References Available Upon Request

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