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Customer Service Manager

Washington, District of Columbia, United States
October 19, 2016

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**** **** ****** ****

Adelphi, MD 20783

202-***-**** – Cell


Professional who is adept at any task involving high level administrative support or office management. Dependable and responsive when supporting executive and senior staff, or tasks of a critical and confidential nature. Strong organizational skills and a keen attention to detail with the ability to prioritize multiple tasks and work independently.


Risk Services, LLC (October, 2012 – present)

Assistant to Executive Vice President/General Counsel

Assists Executive Vice President/General Counsel with legal correspondence pertaining to statutory and regulatory compliance with over 80 RRGs, RPGs, Reciprocals, Surplus Lines, and Captive clients domiciled in DC, VT, AZ, SC, MT, NV, NC, TN, and HI. Research of regulatory/statutory laws for accurate citing in client and Department of Insurance correspondence. Travel (both domestic and international) and calendar scheduling. Assists with Client Board of Director meeting logistics; expense reports; liaise with legal department and Parent company. Provide assistance to Vice President/Director of Regulatory Compliance prepping premium tax forms, cutting accompanying checks, and correspondence. Also assists with domicile and regulatory filings to state agencies or the NAIC. Performs as office manager with duties communicating with property manager, procuring office supplies, office renovation, and office lease agreements.

NRI Staffing Resources (April 2011 – October 2012)

Washington, DC

Executive Assistant/Office Manager

Placed on assignments to fill an organization’s executive administrative needs. Primarily e whose executive and senior-level administrators are seeking an Executive Assistant, Senior Administrative Assistant, or Office-Facility Manager. Most recently with Risk Services LLC providing some office management and executive assistance to the Executive Vice President/Legal Counsel and Vice President/Director of Regulatory Affairs. Prior, a short-term assignment with US Green Building Council providing senior-level administrative support to the Sr. Vice President of Marketing & Communications, as well as the Director for The Center for Green Schools and the Center Team.

Greeting all incoming visitors

Light telephone duty

Preparation of legal agreements/contracts

Assisting with Tax Preparation Filings using Premium Pro

Heavy scheduling (USGBC)

Travel arrangements / generating itineraries

Communicating with outside vendors, liaise with other senior and executive staff

Acting as receptionist with a professional demeanor

Composing response letters, when needed/required

QuickBooks Checking Writing

Researching (minor)


BAE Systems – Integrated Security Solutions (March 2004 – May, 2010)

Arlington, VA (formerly Detica-DFI)

Office Manager/Facilities Supervisor II (2007 to 2010): [Confidential Employee]

Managed the administration of BAE (formerly, Detica) Columbia and Arlington HQ facilities. Provided local oversight of operational, administrative and security requirements

Served as the primary representative of BAE’s operational support functions.

Monitored staff compliance on security procedures and office protocols (back-up to FSO); ensured operational functions of office equipment and lease agreements

Coordinated programs, events, or conferences, including logistics, catering, and budgeting. Supervised Facilities

Assistant and two Receptionists/Executive Assistants until recent reductions in force

Sr. Executive Assistant – Operations, Defense & Technology (2004-2007) (Detica/DFI Government Services) [Confidential Employee] increased responsibility supporting three senior executives (Operations, Defense and Information Technology).

Assisted executives with decision making, prioritization and work activities

Acted as on-call support for CEO, SVP, CFO, and Director, Legal Department

Compiled references from a variety of sources, both internal and external

Prepared summaries, special reports, budgets, etc.

Tracked and managed action items, deadlines, appointments, administrative support and routine office related functions.

Exercised care in handling sensitive information, verbal and written, and understanding the importance of confidentiality and proprietary information.

Appointed coordinator for programs, events, and conferences

Ensured compliance with SSA (Special Security Agreement)

Coordinated domestic and international telephone calls and video conferencing between Detica/DFI and other entities.

Assisted the legal team with contracts, meeting minutes, transcriptions, translations, etc.; anticipated meeting materials as well as preparation for off-site meetings

Coordinated effectively with vendors, customers, and colleagues; always maintained an outstanding professional working relationship and environment

Performed desktop publishing for presentations, newsletters, publications, Board of Directors reports, contracts, and budget spreadsheet updates

Developed an action tracking systems to record all incoming and outgoing actions

Performed extensive customer service responsibilities

Reviewed all correspondence for accuracy, format and concurrence. Conformance to company policies

Manager Specific Responsibilities: included notifications regarding monthly financial reports. Supervision of EAs and AAs for Senior Leadership and All-Staff meetings. New Hire protocols such as assigning seating and new hire escorts. Arranged domestic and international travel. Maintained confidentiality of personnel records and proprietary project files

The Brookings Institution (Feb, 2001 – March, 2004)

Washington, DC

Executive Technical Assistant

Supported the CIO/VP

Planned and coordinated office events and CIO Roundtables

Performed office management for ITS Division; purchasing; petty cash, travel, expense reports, staff leave and leave balances

Liaised with business office and building engineers

Coordinated office moves and general repairs

Administered PC account – updating critical files on highly restricted computer systems

Did account administration for new hires and departed/terminated employees

Handled Citrix networking issues (remote users), passwords, etc.

Performed Help Desk Level 1 functions when needed

Coordinated in-house IT training. Member of Brookings Staff Relations Committee.

Union Privilege (October, 1991 – April, 2000)

Washington, DC

Fulfillment Manager

Managed fulfillment processes estimated print production for reproduction of materials. Supervised office clerks and contracted temps

Managed Call Center

Liaised with union leaders. Completed monthly fulfillment reports for President and Vice President. Attended conventions as exhibitor providing explanations of member benefits.

Achievement: 35% budget reduction for Fulfillment Division; done while still maintaining the same level of customer service w/o staff attrition as well as automating the fulfillment process.


Graduate: Computer Learning Center (computer programming)

Graduate: Washington School for Secretaries

Graduate of Fairchance-Georges High School


Community Leader: Past President and Vice President, Cool Spring Terrace Civic Association

CSTCA Block Captain and Community Activist

Former Prince Georges County Task Force on Mobile Vending (appointed)

Former Member: District 47 Advisory Council to Maryland State Delegate Ramirez (now Senator Ramirez)

References: Available upon request Salary: Negotiable

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