Reservation Specialist Administrative

JACQUELINE BURKETT

Gwynn Oak, MD ***** • 443-***-**** • jacqueline.burkett@ yahoo.com

Professional Summary

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Enthusiastic individual with expertise in anticipating professional needs and proactively identifying and resolving problems. Bringing proven ability to promote organization and availability through effective schedule development.

Skills

• Customer relations

• Strategic planning

• Detail oriented

• Call center skills

• Proficient in Excel

• Mobile Data Transmitter System

• Administrative support

• Account services management

• Advanced MS Office Suite

• Document management

• Data entry

• Office support

Work History

Account Service Representative, 08/2020 to Current Mecu Bank– Baltimore, MD

• Takes 100 member service calls daily to support the credit union call center.

• Develops customer rapport by listening carefully to fulfill commitments to resolve member issues.

• Determines members specific account issue to in order to resolve member concerns.

• Acting as the member liaison to take a proactive approach for preventing problems.

• Understanding products and current knowledge base to meet member needs and gain a competitive advantage.

• Prioritizes tasks and manages time to ensure that deadlines are met. Dispatcher Coordinator, 04/2019 to 08/2020

MV Transportation, Inc. – Baltimore, MD

• Takes client calls and communicate with drivers and Dispatch Operations Supervisor

• Monitors radio, telephone, and on-road provision of service to meet or exceed safety, quality, and on-time performance metrics

• Participates in analysis an review of monitors to support dispatch operating performance, while accessing Trapeze system, Mobile Data Terminal (MDT) and Automatic Vehicle Locator (AVL)

• Assists and responds to dispatch operational issues in real-time following best practices Rehabilitation Coordinator, 03/2019 to Current

Times Organization – Baltimore, MD

• Conducted comprehensive client assessments and evaluated client care plans

• Collaborated with multidisciplinary teams of school based therapist, teachers and administrators to create and implement Individualized Education Plans (IEPs)

• Helped clients adapt to altered lifestyles while providing therapeutic environments for clients and families

• Created customized care plans, working with hospital staff and families to assess and meet patients with complex needs.

Senior Administrative Specialist, 06/2012 to 01/2015 Maryland State Police Dept. – Pikesville, MD

• Analyzed, verified, and reconciled invoice vouchers for applications to proper accounts using fiscal control system

• Delivered top-notch administrative support to office staff, promoting excellence in office operations

• Maintained hard copy and electronic filing system for PC inventory Call Center Reservation Specialist, 05/2006 to 06/2012 Maryland Transit Administration – Baltimore, MD

• Assisted customers with making reservations and entered reservation details into computer system

• Provided high level customer service to each person by engaging customer and using active listening and effective interpersonal skills

• Helped customers make accommodations to fit their transportation needs to and from their desired destination

• Informed clients of essential travel information, such as travel times and transportation connections. Education

Certificate Received: Communications

Anne Arundel Community College - Baltimore, Arnold, MD Diploma: General Education

Forest Park High School - Baltimore, MD

Bachelor of Science: Psychology, Expected in 12/2021 University of Maryland University College - Adelphi, Maryland

• Member of Pi Gamma Mu

• Majored in Psychology

Certifications

• CNA/GNA #A00154601

• Certified Medication Technician #0102894

• CPR & First Aid #694304

• Certification of Communications: 6/2006

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