Front Office Administrative Assistant

Ms. Rosalyn Fleming

Cell: 202-***-****

adhwzx@r.postjobfree.com

PROFESSIONAL SUMMARY

A motivated Senior Customer Service Specialist who possesses more than twenty years of experience in providing excellent customer service. My effective conflict resolution strategies ensure a satisfactory experience. My continued development and ability to quickly adapt to any environment has provided me with the skills necessary to be successful in a challenging role with enhanced responsibility.

PROFESSIONAL EXPERIENCE

University of Maryland University College

10/2012 - 06/2019

1616 McCormick Drive

Largo, MD 20747

40-hour week

Customer Relations Associate

Researched and analyzed inquiries regarding customer account’s via phone and email through daily use of Salesforce, Oracle, Touchnet, Cisco and PeopleSoft

Sorted and distributed emails from the main server to all departments for execution of daily workload on a rotated schedule

Successfully responded to approximately 25-45 emails daily; responded to approximately 30-65 calls daily

Coordinated with other departments i.e., Third-party Military, Veterans and Non- Military, Collections, Accounting, Compliance and Financial via ticketing system to resolve or assist with student account escalation and resolution

Trained new hires on a rotated schedule for all departments on Customer Relations policies and procedures

Provided immediate managerial staff with feedback on improvements for overall student and staff satisfaction

Recognized by the Quality Assurance Department for receiving a 100% score on phone and email evaluations

Coordinated with Quality Assurance Department along with Fraud and Compliance Department to recommend changes to our work methods and/or technology to improve quality, service, and increased productivity

Supervisor: Adrienne Chatman 216-***-****)

The Residence on Greenbelt

07/2008 - 01/2013

9885 Greenbelt Road

Lanham, MD 20706

30-32-hour week

Front Office Administrative Assistant

Composed, edited and reviewed a variety of documents, correspondence, reports and memorandums, using standard and automated office machines i.e., facsimile, scanning and photocopying; to provide administrative staff support

Served as the face of the organization by greeting potential clients, answering calls, and directing residents, and vendors to the appropriate staff or department

Managed time and attendance records for all departments and ensured entries were accurate and complied with company policy

Assisted with organizing, planning, and executing open house events for residents and family members

Distributed application packets to prospective employees and maintained new applicant files for weekly review

Assisted in new hire process by preparing and distributing training materials, name badges and uniforms

Scheduled interviews and coordinated new-hire orientation for applicants

Supervisor: Diane Bissell 301-***-****)

EDUCATION

College of Southern Maryland 08/2015 -Present

La Plata, MD United States

Major: Women’s Studies (2020)

Professional Skills

Detail-Orientated

Time Management and Workplace Productivity

Quality Assurance

Organization

Verbal and Written Communication

Strategic Planning

Research

Self-Motivation

Professional References

Katrina December-University of Maryland University College

adhwzx@r.postjobfree.com

Phone: 301-***-****

Tiffany Alexander- University of Maryland University College

adhwzx@r.postjobfree.com

Phone: 202-***-****

Jaelle Monk

adhwzx@r.postjobfree.com

Phone: 240-***-****)

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