Customer Service Project Management

Ebony Adams

**********@*****.*** • 301-***-****

linkedin.com/in/ebony-adams-1a75513b/ •Waldorf, MD 20602

Administrative Support Professional (Customer Service Representative Logistics & Event Planning Meeting Facilitation)

Dynamic professional with 15+ years of experience in meeting planning and event coordination and delivering support to top management teams with capacity to manage diverse responsibilities for seamless execution of daily operations in fast-paced and challenging environments.

Accomplished in managing complex meetings and conferences, optimizing processes, and enhancing attendee engagement, backed by a strong background in customer service, logistics, and event planning. Well-versed in overseeing calendars, steering national and international travel arrangements, and coordinating reporting, budgeting, and confidential documentation in collaboration with cross-functional teams. Adept at utilizing project management tools and database software to streamline operations and improve workflow. Committed to fostering positive relationships through effective communication and meticulous attention to detail.

Technical Proficiencies: Salesforce, Asana, Cvent, Google Suite, and iMIS Database as well as Microsoft Excel, PowerPoint, Word.

Areas of Expertise

Administrative Support & Guidance

High-Level Meeting Coordination

Travel Planning & Expense Reporting

Event Planning & Project Management

Office Management & Administration

Budgeting & Financial Reporting

Customer Relationship Management

Multitasking & Time Management

Compliance & Quality Assurance

Meeting & Presentation Preparation

Data Entry & Database Management

Cross-cultural Collaboration

Career Experience

Meetings Planner American Physical Society College Park, MD 2011 – Present

Travel and coordinate all aspects of meetings, conferences, and events, including venue selection, schedule management, and logistics, while adhering to strict timelines and budgets. Manage virtual and hybrid events in collaboration with external vendors to enhance attendee engagement. Utilize Asana to streamline project management and improve workflow efficiency. Collaborate across departments to strengthen synergies and elevate event quality. Oversee food and beverage services, room logistics, and AV setups to optimize participant experience. Process invoices and compile final reports for annual conferences with optimum financial accuracy and transparency.

Achieved high satisfaction rates among 50+ annual in-house and off-site meetings via management and seamless execution.

Adapted to fully virtual and hybrid formats in 2020 in close collaboration with cross-functional teams to meet evolving demands.

Ensured optimal attendee experiences for 600+ participants at the biannual SHOCK meeting through detailed logistics oversight.

Facilitated smooth travel experiences for 250+ staff members attending in-person meetings and events by coordinating logistics.

Earned two performance bonuses for exceptional oversight and successful execution of virtual meetings.

Saved cost by upholding quality service for event attendees by negotiating favorable contracts and room blocks with hotels.

Selected as a key task force member to define staffing roles and establish best practices in response to the growing need for virtual meetings.

Conventions & Meetings Assistant Council for Exceptional Children Arlington, VA 2008 – 2011

Managed travel logistics and administered expense reports for staff, presenters, and invited speakers by following adherence to budgetary guidelines. Compiled and analyzed data for the annual convention evaluation and professional development activities by presenting actionable insights for future planning. Delivered strategic liaison support and assistance to selected subcommittees of the Local Arrangements Committee by fostering collaboration and communication among stakeholders. Oversaw materials, correspondence, mailings, and logistics with presenters to ensure fulfilment all requirements for successful event execution.

Rationalized registration and attendee processes by facilitating the setup/execution of events by using iMIS database software.

Contributed to implementing organizational governance and staff engagement initiatives as a core member of the Personnel Committee, elected by staff members.

Drove the attendee experience and event professionalism by preparing professional development materials, like programs and handbooks.

Constituent Service Representative Council for Exceptional Children Arlington, VA 2006 – 2008

Directed attendee registration at the annual convention & expo, providing essential information and assistance to facilitate a seamless event experience. Addressed customer complaints in accordance with CEC Customer Service Guidelines, cultivating positive relationships and elevating service quality.

Executed daily transactions related to publications, registrations, and member services with accurate processing to support set goals.

Optimized organizational data through the iMIS database with maximum efficiency in membership records and transactions.

Uplifted member engagement and satisfaction via leadership for all membership, unit development, and constituent service initiatives.

Education & Certifications

Bachelor of Science in Communications, Bowie State University

International Event & Wedding Professional Certification

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