Customer Service Management

Debra M. Smith

Oxon Hill, MD *****

Cell: 240-***-**** • Home: 301-***-**** • ***********@*****.***

ADMINISTRATIVE ASSISTANT

Solutions-focused, diligent self-starter. Calm demeanor in the face of difficulties; ability to manage multiple projects while working under pressure in fast-paced environment. Highly versatile; adapt quickly to mastering new roles and responsibilities. Reputation for integrity and work ethic. Continuously pursue opportunities to learn and take on challenges for further professional growth.

Core Competencies and Areas of Expertise

• Human Resources Administration • Proactive Problem Solving • Sharp Attention to Detail

• Office Operations Management • Budget/Contract Analysis • Customer Service

• Verbal/Written Communications • Database Management • Relationship Building

PROFESSIONAL EXPERIENCE

Coldwell Banker Management - Washington, DC

Property Management Administrator, Property Management - (2010-2012)

Maintain full accountability for managing day-to-day activities in support of property management goals. Contribute critical thinking and analytical abilities in overseeing Management Agreements, authoring Rental Leases, and preparing Basic Business License Applications for owners of properties.

• Receive, schedule, and coordinate all owner/tenant requests and prepare credit checks (using National Tenant Network) of applicants for approval of residence.

• Compute pro-rata when preparing rental leases.

• Generate, distribute and mail 200+ owner\tenant statements regarding monthly transactions.

• Track and compare monthly statements to invoices, further illustrating exceptional analytical skills.

• Demonstrate strong communication and problem solving abilities in working with Pepco, WASA, Gas and other vendors to resolve discrepancies on properties.

Department of the Interior - Arlington, VA

Support Services Specialist, Office of Hearings and Appeals - (2002-2008)

Maximized performance in consistently completing projects on time in a fast-paced, time-sensitive environment requiring superior planning and organization skills. Execute broad spectrum of duties, including evaluating budget reports for organizations expenditures, resolving inaccuracies, and drafting purchase requests.

• Transferred and allotted funds throughout the Division and 9 field offices.

• Diligently updated personnel actions, inputted Time and Attendance for 130 employees, and coordinated scheduling for the courtroom calendar and conference rooms.

• Exhibited organizational skills and sharp attention to detail in conducting in-depth analysis of invoices, travel vouchers, and position descriptions.

• Drafts contracts and obtained sole source justifications for supplies over $500.

• Maintain a spreadsheet of travel expenditures.

Department of the Interior – Arlington, VA

Legal Assistant, Office of Hearings and Appeals - (2000-2002)

Skillfully managed phone communications, ensuring delivery of quality customer service in directing calls, responding to inquiries, and relaying detailed messages. Improve operational efficiency and quality by efficiently planning and coordinating meetings, calendars, travel, and conference calls.

• Contributed solid written communication skills in preparing letters, memoranda, orders, and dissents, as well as supporting the Director's office with typing personnel grievances.

• Maintain docket and answered inquiries from the public regarding pending cases.

Department of the Interior – Arlington, VA

Secretary, Office of Hearings and Appeals - (1998-2000)

Prioritized multiple simultaneous projects to maximize efficiency and achieve critical timelines. Draft and submitted correspondence in final form, update the supervisor's calendar, prepared new files, and maintain office filing systems, further demonstrating exceptional multitasking and prioritization abilities.

• Improved office efficiency by continually reviewing and archiving old files.

Additional Experience: Engineering Technician and Lead Secretary for Department of the Interior (Division of Engineering).

EDUCATION / PROFESSIONAL DEVELOPMENT

Prince Georges Community College, Largo MD - Medical Billing Specialists, 3/2014-12/2014, CERTIFICATE.

Certification (Medical Biller) - N0T YET RECEIVED.

Software: Medisoft 17, Microsoft Word, Excel, PowerPoint, and the Internet.

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