Administrative Assistant, Executive Assistant
Resume:
JO
CHAREST
C U S T O M E R
S U C C E S S
P R O G R A M
M A N A G E M E N T
B U S I N E S S
S U P P O R T
A D M I N I S T R A T I V E
S E R V I C E S
**********@*****.***
An adaptable, collaborative
problem solver with diverse
skills in administrative support,
program management and
customer success.
My background includes client
services and account
management, help desk team
management, software sales
and support, retail
management, and
writing/editing/proofreading.
I have extensive experience as
a virtual executive assistant,
supporting a non-profit board
of directors and 20+
entrepreneurial adventurers
and corporate executives in a
diverse array of industries and
business genres.
BUSINESS SUPPORT / ADMINISTRATIVE SERVICES
• 20+ years providing administrative support to organizations and businesses
• Office management – inbox management, calendar management, transcription, standard business correspondence, research and data entry, mailings, materials distribution
• Attends meetings virtually and in person – manages agendas, takes meeting minutes, transcribes, provides follow up
• Conference, meeting, and travel arrangements
• Assistance with promotions, marketing campaigns, social media scheduling
• Participates in the development, testing and implementation of new processes, programs, and projects
• Article writing, proofreading, and copyediting documents and publications
• Wordpress development
• Digital file organization and maintenance
• Sales and promotion metrics
• Report preparation, support ticket root cause analysis; data trends
• Provides recommendations for streamlining processes and increasing efficiencies
• Presentation development and delivery
• Preparation of expense reports and contracted payroll
• Purchase of items, as directed
CUSTOMER SUCCESS & PROGRAM MANAGEMENT
• 20+ years of managing hundreds of accounts (SAAS Subscriptions, Enterprise, Cloud), topped at a $5-million book of business, up to 125% increase over prior years
• Have served the healthcare industry for more than 15 years
• Manages customer lifecycle from pre-sales consultation to renewal
• Relationship development and maintenance - users, management, C-suite
• Drives product/service adoption and best practices through onboarding, training, and process improvement
• Serves as liaison between customers and internal teams
• Proves effective use and KPI value through account metrics during regular meetings/calls
• Travels to customer sites, trade shows, conferences
• Probes for new opportunities to solve problems with additional products and services, advocating for customer needs
• Measurement of customer satisfaction and net promoter scores regularly
• Performs cross functional analysis of support ticket for escalation to internal teams; problem solving via cause-and-effect trending
• Comfortable as a team director, manager, player, or individual contributor
• Have built and managed client services/help desk teams and processes focused on metrics for quality
• “Customer First” focus - promoting best practices to assure success and satisfaction
TECHNICAL SKILLS
• Mac & Windows proficiency, Internet/Web knowledgeable
• CRM: Salesforce (9 years), Airtable, Hubspot
• Team Workflow: Jira, Slack, Trello, Asana, Teamwork, Microsoft SharePoint, Google Drive, Dropbox, One Drive, Team Viewer
• MS Office Business Suite (Word, Excel, PowerPoint, Publisher)
• Google Suite and applications
• Email: Outlook, Gmail, Help Scout, Webmail
• PDF and forms: Adobe creation, editing, annotating.
• Light Accounting/Expenses: Quickbooks, Freshbooks, Expensify
• Presentations and Web Meetings (Zoom, Google Meet, Go-to-Meeting)
• Website development and maintenance: WordPress / WooCommerce
• Graphics manipulation: Canva, Gimp, Pixl
• SEO research
• Marketing/Social Media Management: Active Campaign, Mailchimp, Squarespace, LinkedIn, Instagram, ConvertKit, Hootsuite, Pinterest, Facebook
• Video management: Vimeo / Embedding / MP4, MP3 conversion / YouTube SOFT SKILLS
• Excellent organization, communication, and people skills
• Strong work ethic, self-driven and able to manage multiple and changing priorities with little direction or supervision
• Diligence and accuracy
• Learns new tasks quickly, follows written and oral instructions, SOPs
• Sensitive to deadlines, due dates, and time requirements; on-time project and goal completion
• Responsive and adaptable
• Process building and improvement
• Research projects
• Always maintains the highest level of confidentiality; HIPAA certified E X P E R I E N C E
P E R S O N A L A S S I S T A N T T O T H E M A N A G I N G P A R T N E R P L O U G H P E N N Y P A R T N E R S
C U R R E N T
E X E C U T I V E A S S I S T A N T
(I N D E P E N D E N T C O N T R A C T O R)
Z I R T U A L / S T A R T U P S .C O
2 0 2 0 - 2 0 2 2
N A T I O N A L A D M I N I S T R A T I V E A S S I S T A N T M E M B E R, B O A R D O F D I R E C T O R S & N A T I O N A L S T A F F G A M M A S I G M A S I G M A N A T I O N A L S E R V I C E S O R O R I T Y, I N C S I N C E 2 0 0 5
D I R E C T O R, C L I E N T S U C C E S S / P R O G R A M M A N A G E R T P R M E D I A / U B I C A R E
2 0 1 6 – 2 0 2 0
S T R A T E G I C A C C O U N T M A N A G E R
C U S T O M E R C A R E A N A L Y S T A N D L I A I S O N H E A L T H W Y S E
2 0 1 3 - 2 0 1 6
S E N I O R A C C O U N T M A N A G E R I N T E R Q U A L M C K E S S O N H E A L T H S O L U T I O N S
2 0 0 3 - 2 0 1 3
CO - O W N E R / B U S I N E S S O P E R A T I O N S M A N A G E R I N F I N I T Y H A I R - S A L O N A N D B A R B E R S H O P 2 0 1 6 - 2 0 1 9
B U S I N E S S S U P P O R T / F R E E L A N C E R P R O O F R E A D E R, W R I T E R
N E W E N G L A N D E N T E R T A I N M E N T D I G E S T 1 9 9 8 - 2 0 1 8
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