GTH Gwendolyn T. Hagins

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

Chesapeake, VA 23321

757-***-****

adbywo@r.postjobfree.com

OBJECTIVE: To obtain a position demonstrating acquired skills as an experienced Administrative Assistant Professional with customer service abilities.

SKILLS AND ABILITIES:

Keyboarding - 50 WPM

Utilize a Dictaphone

Format and edit business correspondence

Operate a multi-line telephone

Familiar with medical terminology

Proficient with Internet Usage

Proficient in alphabetic, numeric, subject and geographic filing

Knowledge of the following software:

Microsoft Word Microsoft Excel Microsoft Access

Microsoft Publisher Microsoft Outlook Microsoft PowerPoint

Microsoft Works Corel WordPerfect

WORK EXPERIENCE:

Dept of Motor Vehicles Portsmouth, VA

Customer Service Generalist June, 2019- Present

Provide excellent customer service skills solutions in a friendly and knowledgeable manner while maintaining precision in a fast paced environment.

Handle various credential processes to include Driver Licenses, Commercial Driver Licensing, Dealer Licensing and Identification Cards.

Administer test electronically, written and orally on an as needed basis. Assist external agencies with documenting licensing for restriction and revocation purposes.

Processed transactions via cash, credit card and check with accuracy.

Norfolk State University Norfolk, VA

Equipment Manager /

Administrative Program Specialist III Sept. 2015 –June 2019

Equipment Manager for Health, P.E. and Exercise Science dept, document and distribute equipment to faculty, process key requests and issue to faculty, create and maintain key and equipment inventory log, create an inventory request form, process and deliver equipment for use to classes. Maintain accuracy of equipment used and returned. Complete all other functions as requested.

Create and maintain an extensive Visual Equipment Inventory of department sports equipment for teaching faculty use; Update condition of such equipment periodically, note location of all equipment and to report any lost or damaged equipment for replacement.

Create and maintain an Equipment Request form used by teaching faculty to request use of specific equipment and to make available or deliver to teaching faculty for each class period requested.

Create, maintain and update as needed, and extensive Master Key Log as well as a Key Assignment Form. Request duplicate keys as needed, maintain a full set as needed for back up access. Log and maintain Key Assignments for each faculty person.

Supervise work study students and assign tasks as needed.

Operate in the function of a Warehouse/Storeroom Manager with inventory control practices; Create an inventory log with accuracy of all equipment and uniforms

Deliver and pick up equipment for teaching faculty as requested.

Provide quality customer service and meet service delivery deadlines.

Created and maintained student database using MS Access and Excel and compiled statistical reports of matriculating students.

Formatted and edited business correspondence to students.

Received and serviced calls and emails regarding inquiries of admission into the Graduate Social Work Program and mailed applications.

Organized new student orientation including inviting guest speakers, ordered catering services, room reservations and created orientation program itineraries.

Utilized school’s software to register students, generate grade rosters and print student evaluations.

Assisted in assigning duties to student workers.

NC Vital Records Raleigh, NC

Processing Assistant IV February, 2006-Present

Process records for RV requests using micro-film cartridges, flat micro-fishe or original event book. Update accounting system for status inquiries.

Answer incoming calls requesting status updates, explain various processes to obtain a record of a vital event.

Maintain all government policies and procedures pertaining to issuance of vital records.

Serve as backup for the front office staff to provide expedite services to walk-in customers. Gave appropriate change as necessary.

Balance end of day report with monies received for accounting.

Participated in a pilot Quality Improvement 101 Program to learn, develop, test and implement new procedures to improve Vital Records Customer Service processes.

Greyhound Lines, Inc. Norfolk, VA

Ticket Agent/Customer Service Representative July, 2004-June, 2005

Managed high volume ticket sales via cash, credit card, personal check or purchase order.

Completed end of shift reports to account for documentation of all transactions.

Answered incoming calls and provided travel information, fares and promotions.

Settled disputes using company policies and procedures and gave professional, quality customer service.

Southeastern Cooperative Educational Programs (SECEP) Norfolk, VA

Administrative Secretary July, 2003-February, 2004

Completed all aspects of payroll entry and answered inquiries about health benefits and pay.

Typed and formatted evaluation reports using a Dictaphone; created spreadsheets to track and document evaluation progress using MS Excel and prepared for distribution.

Registered program directors and teaching staff for conferences via company’s credit card, check or purchase order. Completed travel arrangements and hotel accommodations.

Maintained test inventory on loan to testing staff and re-ordered test protocols as needed.

Managed petty cash drawer and made bank deposits.

Answered multi-line telephone and directed to appropriate personnel.

Norfolk State University Norfolk, VA

Administrative Program Specialist II May, 1999-July, 2003

Created and maintained student database using MS Access and Excel and compiled statistical reports of matriculating students.

Formatted and edited business correspondence to students.

Received and serviced calls and emails regarding inquiries of admission into the Graduate Social Work Program and mailed applications.

Organized new student orientation including inviting guest speakers, ordered catering services, room reservations and created orientation program itineraries.

Utilized school’s software to register students, generate grade rosters and print student evaluations.

Assisted in assigning duties to student workers.

EDUCATION:

Attended Durham Tech Community College, Business Management, January 2008 to June 2008

Attended Tidewater Community College, Social Sciences, January 2005 to May, 2005

Norfolk Skills Center, Word Processing/Office Technology, Nov. 18, 1998-May 18, 1999. Attended East Tech School, Phlebotomy, February, 1997-April, 1997.

Attended Ultrasound Diagnostic School, Medical Assistant, March, 1996-July, 1996.

Alben Nursing School, Certified Nursing Assistant, October, 1993-November, 1993.

REFERENCES AVAILABLE UPON REQUEST

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