Customer Service Human Resources
Resume:
Priscilla Velport
********@*****.*** 301-***-****
Summary of Experience
Years relevant experience – 24+ years.
Associate in business administration & computer science and technology.
Key technical experience – Experience with employees and customer communication, Proficient in documentation review, Inventory Management experience, meeting management.
Experience in various work environments.
Tech savvy in Windows and Mac products.
Knowledgeable of many different software and network programs.
Highly proficient in the use of current Microsoft products such as PowerPoint, Word, Excel, Outlook, Skype, Access, SharePoint, current web browsers Internet Explorer, Edge, Google Chrome, etc.), Adobe Acrobat, and scheduling/navigating conference applications (i.e. Adobe Connect, VTC), automated administrative tracking management systems for travel management, and time including expense reports.
Education
Associate in business administration & computer sciences – Professional Development Center, 2002
Certification
Certified Bilingual Interpreter, Notary Public
Work Experience
Federal Reserve Board, Washington, DC May 2022 – Present
Business Support Customer Service Rep./Administrative Coordinator
Cross trained to fill in for any staff on leave.
Worked closely with support specialist, an executive’s level C staff, and project managers on special projects and reports.
Financial reports and detailed reviewing weekly.
Document network support activities.
Received calls (mainly), direct calls, and take messages daily.
Daily reports for onsite projects.
Handled many projects from different departments at the same time.
Coordinated catering and events.
Detail oriented and project or date focused always delivering efficient and quality of work.
Traveling arrangements through E2 Solutions software.
Multiple and heavy calendar management.
Exercising discretion and independent judgment in fulfillment of responsibilities daily.
Analyzing information and evaluating results to choose the best solution and solve problems.
Knowledge of principles and processes for providing customer and personal services.
Determine operational compliance with regulations or standards.
Direct and coordinate activities of administrators, and support to all departments staff, public agencies, and institutions.
Developing specific goals to prioritize, organize, and accomplish events including registering visitors.
Assisted with any other administrative duties and projects.
Assisted with handing out office materials, and equipment including ordering.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Ability to produce quality work under deadlines.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources during weekly and biweekly meetings about marketing and other financial programs.
Worked with security to secure events.
Take meetings notes in minutes.
Managed heavy calendar management and travel arrangements for executive staff.
U.S. House of Representatives, Washington, DC October 2022 – April 2023
Business Support Customer Service Rep./Administrative Coordinator
Worked closely with technicians, support specialist, engineers, and project managers on special projects and reports.
Identify the causes of networking problems, using diagnostic testing software and equipment.
Document network support activities.
Daily reports for onsite projects.
Handled many projects from different departments at the same time.
Detail oriented and project or date focused always delivering efficient and quality of work.
Exercising discretion and independent judgment in fulfillment of responsibilities daily.
Analyzing information and evaluating results to choose the best solution and solve problems.
Knowledge of principles and processes for providing customer and personal services.
Determine operational compliance with regulations or standards.
Direct and coordinate activities of administrators, and support to all departments staff, public agencies, and institutions.
Developing specific goals and plans to prioritize, organize, and accomplish your work.
Assisted with any other administrative duties and projects.
Assisted with handing out office materials, and equipment including ordering.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Ability to produce quality work under deadlines.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Goodwill Excel Center, Washington, DC (Adult Charter High School) June 2022 – September 2022
Business Support Customer Service Rep./Administrative/Mail Coordinator
Made calls, direct calls, and take messages daily.
Daily attendance reports for onsite and online classes.
Knowledge of principles and processes for providing customer and personal services.
Determine operational compliance with regulations or standards.
Support the professional development of students.
Direct and coordinate activities of teachers, administrators, and support staff at schools, public agencies, and institutions.
Assisted with any other administrative duties and projects.
Assisted with handing out student’s graduation materials.
Helped students apply online and troubleshoot some issues with their computers.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Ability to produce quality work under deadlines.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
SEIU Benefit Funds, Washington, DC February 2022 – May 2022
Business Support Customer Service Rep./Administrative/Mail Coordinator
Answer telephones, direct calls, and take messages (in massive amounts).
Work with contracts, policies, and special projects in the pension department.
Verifying pensioners information and sending mailing necessary
Work with strategic direction for different departments within the department upon request.
Generate standard or custom reports summarizing business, financial and economic reports, and data for review by executives, managers, clients, etc.
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Developing constructive and cooperative working relationships with others and maintaining them over time.
Ability to produce quality work under deadlines.
National Museum of Natural History, Washington, DC October 2021 – January 2022
Business Support Services Analyst/Administrative Coordinator
Generate standard or custom reports summarizing business, financial and economic reports, and data for review by executives, managers, clients, etc.
Synthesize current business intelligence data to support recommendations for action.
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Developing constructive and cooperative working relationships with others and maintaining them over time.
Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
potentially hazardous conditions or equipment.
Federal Aviation Administration, Washington, DC July 2020 – September 2021
Business Support Services Analyst/Administrative Coordinator
Manage and maintain executives' schedules.
Ability to produce quality work under deadlines.
Make travel arrangements for executives.
Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
Present the results of mathematical modeling and data analysis to management or other end users.
Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.
Serve as the Executive Assistant for Senior Office Leadership (Executive).
Prepare invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, or presentation software.
Coordinate and direct office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives.https://www.onetonline.org/link/moreinfo/task/18576?r=summary&j=43-6011.00
Answer phone calls and direct calls to appropriate parties or take messages.
Maintain the Executive’s calendar and schedule, appointments, and meetings based upon knowledge of workload and current issues of importance. Remind the Executive of appointments and brief him/her on matters to be considered before the scheduled meeting. Reschedule the Executive’s appointments when his/her schedule changes.
Work with government contracts, policies, and special projects in the EOC.
Work with strategic direction for different departments within the EOC upon request.
Generate standard or custom reports summarizing business, financial and economic reports and
Work on and prioritize multiple assignments throughout the workday.
District of Columbia Government, Washington DC December 2019 – 04/2020
Analyst Specialist/Data Entry Clerk/Administrative Assistant
Provide administration and internal support of the Commission’s PCs and related equipment.
Deliver consistent high quality customer service on every service event by utilizing efficient and accurate diagnostic, technical solution, and customer service skills.
Tasks include support, license tracking, and performing file maintenance.
Troubleshoot technical and process problems using strong decision-making skills while using all available resources available resources.
Ability to produce quality work under deadlines.
Work effectively and make quick adjustments in work assignments when priorities or responsibilities change.
Work on and prioritize multiple assignments throughout the workday.
Produce executive work products that require minimal revision.
Oversee administrative tasks as assigned by the Executive to include collaborating with assigned stakeholders and customers.
Prepare/type executive correspondence, reports, records, and technical papers. This may include tables, charts, graphs, and presentations as well as various government forms such as requisition forms.
Serve as the Executive Assistant for Senior Office Leadership (Executive).
Assist with agency-wide network applications, including electronic mail and word processing.
Provide technical support environment and assist with problems.
Assist with the implementation and daily operations of major computer hardware, software, and networks, including telecommunications and technical support services.
Independently investigate and resolve operating and equipment problems.
Maintain inventory of all equipment and office supplies.
Collaborate with senior managers and decision makers to identify and solve a variety of problems and to clarify management objectives.
Present the results of mathematical modeling and data analysis to management or other end users.
Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.
Assist in implementation of digital recording systems. Assist with the daily recording system used during the appeal hearing process. Prepare audio copy of hearings on request.
Assist in coordinating with District agencies and contractors, and developing upgrade plans for agency requirements, acquisition, connections, equipment installations, maintenance, operations, and support issues, ensure efficient maintenance, support, and troubleshooting.
Provided monthly reports for Executive Director (Chairman).
Assisted with (OTR) for customer services, and some waiver of penalties through troubleshooting online & in person.
Hughes Network, Inc., Gaithersburg MD October 2019 – November 2019
Business Support Services Analyst/Administrative Assistant
Proficient use of Remedy Call Tracking Application. Provided support services for special projects and services, mail, and messaging systems. Improve performance through trends analysis, design, and implementations of improvements to processes, performance, and reporting.
Delivered consistent high quality customer service on every service event by utilizing efficient and accurate diagnostic, technical solution, and customer service skills.
Provided information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Maintained customer files and information updated on a daily basis.
Ability to listen to and understand information and ideas presented through spoken words and sentences.
Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Talking to others to convey information effectively. Provided reports of expenses for Executive Director.
Work effectively and make quick adjustments in work assignments when priorities or responsibilities change.
Work on and prioritize multiple assignments throughout the workday.
Proactively identify assignments.
Produce executive work products that require minimal revision.
Troubleshot technical and process problems using strong decision-making skills while using all available resources available resources to the Operations and Maintenance support group.
United Nations Federal Credit Union, Washington DC August 2018 – October 2019
Member Service Representative/Customer Service/Receptionist/Administrative Assistant
Answered telephones and provided information to callers, took messages, or transferred calls to appropriate individuals.
Greeted visitors or callers and handled their inquiries or directed them to the appropriate staff according to their needs.
Work effectively and make quick adjustments in work assignments when priorities or responsibilities change.
Work on and prioritize multiple assignments throughout the workday.
Produce executive work products that require minimal revision.
Oversee administrative tasks as assigned by the Executive to include collaborating with assigned stakeholders and customers.
Prepare/type executive correspondence, reports, records, and technical papers. This may include tables, charts, graphs, and presentations as well as various government forms such as requisition forms.
Verified and examine information and accuracy of loan application and closing documents.
Assembled and compiled documents for loan closings, such as title abstracts, insurance forms, loan forms, and tax receipts.
Provided worldwide support services for special projects and services, mail, and messaging systems. Improve performance through trends analysis, design and implementations of improvements to processes, performance and reporting.
Proficient use of Remedy Call Tracking Application.
Retina Group of Washington, Rockville MD April 2018 – July 2018
Executive Assistant/Customer Service Representative/Administrative Assistant
Maintained patient’s files and information updated on a daily basis.
Provided customer request support and/or incidents by phone, voice mail, electronic mail and by facsimile. Recorded information in Remedy Call Tracking application. Provided fundamental resolution within 4 minutes of receipt of the call (if it was a bit more complex).
Provided expert knowledge of escalation procedures for more complex incidents to customer system information specialist.
Provided internal system availability report and critical updates for patient information including filing software updates and management.
Supported customers through the phone with troubleshooting. Answered telephones and direct calls to appropriate staff.
Scheduled and confirm patient diagnostic appointments, surgeries, or medical consultations.
Operated office equipment such as voice mail messaging systems, and use word processing, spreadsheet, or other software applications to prepare reports, invoices, financial statements, letters, case histories, or medical records.
Maintained medical records, technical library, or correspondence files. Attended to approximately 100 patients daily.
Greeted visitors, ascertained purpose of visit, and directed to appropriate staff.
Adventist Behavioral Health, Rockville MD April 2016 – July 2018
Customer Service Representative/Concierge/Front Desk Administrator
Developed plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
Monitored current reports of computer viruses to determine when to update virus protection systems.
Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Assisted with social media data entry for blogs and special events.
Protected the security of medical records to ensure that confidentiality is maintained. Reviewed records for completeness, accuracy, and compliance with regulations.
Retrieved patient medical records for physicians, technicians, or other medical personnel.
Assigned the patient to diagnosis-related groups (DRGs), using appropriate computer software and department.
Process patient admission or discharge documents. Also issued identification badges for visitors and law officials related to patients and their cases or conditions.
Daily task included writing and editing all documents supervisors and managers.
Housing Opportunities Commission, Gaithersburg MD November 2016 – January 2018
Executive Assistant/Customer Service Representative/Administrative Assistant
Developed plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
Answered incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
Operated communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
Paged individuals to inform them of telephone calls, using paging or interoffice communication equipment.
Relayed or routed written or verbal messages.
Daily tasks included writing and editing all documents for CEO, executives, supervisors, and managers.
Placed telephone calls or arrange conference calls as instructed.
Monitored current reports of computer viruses to determine when to update virus protection systems.
Established and oversee administrative procedures to meet objectives set by boards of directors or senior management.
Directed activities of professional and technical staff members and volunteers.
Evaluated the work of staff and volunteers to ensure that programs are of appropriate quality and that resources are used effectively.
Participated in the determination of organizational policies regarding such issues as participant eligibility, program requirements, and program benefits.
Prepared and maintain records and reports such as budgets, personnel records, or training manuals.
Rod Miller, Inc., Silver Spring MD March 2006 – January 2012
Executive Assistant
Provided executive-level administrative support to the President and CEO with a demonstrated ability to improvise, improve procedures and meet demanding deadlines. Served as liaison between departments to ensure proper communication and a smooth workflow.
Assisted clients and provided solutions to customers’ complaints and issues. Used different databases to input customers’ orders correctly and ensure that service was executed in a timely manner.
Maintained appointment calendar, scheduled appointments, and meetings. Processed payroll and managed Human Resources Department. Translated English to Spanish.
Processed payroll and managed Human Resources department. Made travel arrangements for CEO and Vice President.
Work effectively and make quick adjustments in work assignments when priorities or responsibilities change.
Prepare invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, or presentation software.
Daily tasks included writing and editing all documents for supervisors, and managers.
Coordinated and direct office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives.
Meeting notes taken on weekly basis, according to budget or employee training.
American Auto Repair, Rockville MD February 2004 – February 2006, January 2014 – October 2016
Executive Assistant
Handled customer complaints on the phone and/or in person. Carefully sorted and distributed incoming mail/packages to the proper individuals.
Responsible for inventory alphabetically organized clients’ paper files as well as organized clients’ information in the company’s computer database. Translated as needed from English to Spanish.
Processed payroll and managed Human Resources department. In addition, supported facilities which included fulfilling all maintenance needs of the office; equipment repairs, created work orders, ordered office supplies and coffee supplies.
Prepare invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, or presentation software.
Coordinate and direct office services, such as records, departmental finances, budget preparation, personnel issues, and housekeeping, to aid executives.
Law offices of Ryan A. Lahuti, Silver Spring MD January 2000 – January 2004
Office Assistant
Helped paralegals with the research and gathering of legal documents as needed.
Maintained databases and files, answered phones, took messages and performed administrative tasks. Provided timely and accurate processing of all work requests.
Maintained appointment calendar, scheduled appointments and meetings Translated as needed from English to Spanish. Prepared legal packages to be filed in court. In addition, supported facilities which included fulfilling all maintenance needs of the office; equipment repairs, created work orders, ordered office supplies and coffee supplies.
Prepare, proofread, or process legal documents, such as summonses, subpoenas, complaints, appeals, motions, or pretrial agreements.
Took meeting notes on weekly basis, according to budget or employee training.
Mailed, faxed, or arranged for delivery of legal correspondence to clients, witnesses, and court officials.
Daily tasks included writing and editing all documents for executives, supervisors, and managers.
Organized and maintain law libraries, documents, and case files according to the legal software.
Certifications and Additional Relevant Skills
Website Maintenance Training
LGBTQ Cultural Competency
Notary Public
Certified Bilingual Interpreter
Administrative Professionals
Legal, Medical, Accounting, Business, and Commercial Software
Microsoft Office Suite (all versions)
Global travel, expenses, calendar management
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