Administrative Assistant Customer Service
Resume:
Ann M. Holder
Fairfax, VA 22033
***.****.******@*****.***
Organization and Leadership Skills
Fluent in English and Spanish
QUALIFICATIONS:
Dynamic and results-focused marketing and administration professional with solid qualifications in strategic planning and implementation. Acclimated to taking on diverse responsibilities in a professional and result-oriented manner. Possesses outstanding communication skills.
AREAS OF EXPERTISE:
Accounting and Bookkeeping
Team Building
Graphic & Web Design
Office Administration
Project Management
Technical Writing
Program Coordination
Presentation/Closing Skills
Quality Control
Problem Solving
Developing/Enforcing Policies
Personnel Training & Supervision
Customer Service
COMPUTER SKILLS:
Proficient in Windows Enterprise and Windows 10; MS Office 2007 through 2016, Libre Office (Outlook, Excel, Word, PowerPoint, Access,) Ms. Visio. Advanced knowledge in MS Publisher. QuickBooks, Adobe CS4 (Acrobat Photoshop, Illustrator, Flash, Contribute & Dreamweaver). MS SharePoint. Constant Contact. Point of Sale. SystemOne/Amadeus, Sabre, TRAMS back office (accounting), TRAMS Client Services. Gmail, Google, WebEx, MS Edge, and other web applications.
PROFESSIONAL EXPERIENCE:
NRI/Intellectus/F.E.M.A: (Fairfax, Virginia) Apr. 2021 – current
Translator
Assisting the Federal Emergency Management Agency by classifying and digitalizing requests for emergency assistance made by fax, electronic documents, and postal service arising from natural disasters such as hurricanes, floods, fires, tornados as well as COVID-19 funerals for the 50 States, territories, and Puerto Rico. Translating written requests from Spanish to English for F.E.M.A to process.
CSI/Shared Services: (Fairfax, Virginia) Nov. 2019 – Dec. 2019
Administrative Assistant
Conversion of paper documents from multiple sources to a new proprietor’s application.
Acro/Northrop Grumman: (week.Fairfax, Virginia) Apr. 2019 - Aug. 2019
Administrative Assistant-Records Retention
Enter file information on Data Base. Sort contract information, procurement, human resources, and accounting records for storage. Search for information on requested files for internal customers. Prepared shipments for pick-up and delivery of storage boxes. Track storage box location.
Temporaries Now/Intellectus/F.E.M.A: (Chantilly, Virginia)
Translator Sep. 2017 - Oct. 2018
Translating and interpreting incoming letters, faxes, and electronic files from Spanish to English, from applicants seeking assistance from FEMA for damages related to Hurricanes Irma and Maria. Intermediate public trust cleared.
DELL/N.T.T DATA: (Vienna, Virginia)
Financial Customer Service Team Member Nov. 2014 - May 2017
Answering e-mails and phone calls from travel agents, hotel chains, and car rental customers, research payments, banking information, and profile updates. Train customers in the use of the TACS website, and provide user id, and password. Assist in the download of files. Update and track issues. Follow account authentication protocols and resolve issues. Maintain DB issues in proprietors DB.
Roth Staffing Companies, L.P.
Multiple Temporary Assignments.
Corporate Employment Resources, Inc.
Multiple Temporary Assignments.
The Home Depot U.S.A. Inc: (Reston, Virginia)
Cashier Aug. 2013 - Nov. 2014
Greet and assist customers by providing excellent customer service. Collect payment from customers by credit or debit card, or cash transactions. Offer additional services provided by Home Depot. Bag purchased items and farewell customers. Process refunds, and update inventory. Part-time position.
Instituto de Educación Superior Tecnológico ELA (Lima-Peru) Oct. 2010 – Oct. 2011
Assistant to the President
Business processes evaluation and due diligence. Quantitative and qualitative analysis, evaluation of customers, curriculum, administrative staff, and teachers. Coordinating workgroups and meetings. Development of new courses. Evaluation of technology effectiveness. Updating policy and procedures. In charge of Human Resources.
Amadeus North America: (Miami, Florida) Mar. 2009 – Oct. 2009
Administrative Assistant
Global Technology Company servicing Travel Industry Distribution System. (Airlines, Travel Agents, Tour Operators, car rentals, cruises, tour operators, rail systems, etc). Implementation of research methodology for future advertisement campaigns. Market Research and development of strategies.
Orbitz Worldwide: (Remote) Apr. 2008 – Sep. 2008
Global Training & Consistency Business Process Specialist
Third largest internet travel agency. Developed curriculum for migration into a new GDS for Continental Europe. Analyzed processes and designed procedures to implement based on the proprietor’s desktop application. Prepared knowledge checks for electronic and web testing. Delivered training and Train the trainer sessions in person and via WebEx. The remote position required me to travel to home offices in Colorado Springs, Chicago, and others. Currently owned by Expedia.com.
Group & Incentive Resort Marketing: (Miami, Florida) Oct. 2006 - Apr. 2008
Meeting Planner
Coordination of sales and management of operations of corporate and incentive groups to Mexico and the Caribbean. Developed marketing campaigns and implemented e-mail communications with clients, emphasizing all-inclusive luxury resorts and cruises. Prepared proposals and contracts. Arranged side excursions, private functions, conferences, and events for corporate and leisure groups. Negotiated with hotels, food and beverage, transportation, DMC, and air suppliers. Developed conference materials, agendas, and itineraries. Themed events, PowerPoint presentations. Sales and Management of all details of destination weddings.
TravelOne Services & Tours: (Doral, Florida) Apr. 2005 - Sep. 2006
General Manager
In charge of the day-to-day operations of a Travel Agency, supervising up to 24 Travel Agents, and product development negotiated rates with hotels, airlines, and cruise lines. Directed over 8 offices in Central & South America and developed travel products for the entire network comprised of tour packages, air-sea packages, leisure, and corporate travel products. Review terms and conditions of operations and implementations of legal aspects. Developed operations and procedures manual. Developed new alliances and maintained old ones. Trained personnel and outside sales force of international agents. Reorganized reporting and accounting processes. Prepared all legal, financial, and qualifications for a change of ownership. Improved overall company image. Organized International Tourism Trade Shows and Corporate events. Conceptualized Virtual Travel Office for a unified Travel Platform across different Global Distribution Systems, hotels, cars, cruises, and web booking engines. Conceptualized, negotiated, and selected the software developer. Certified Airlines Reporting Corporation specialist.
PrestigeService Travel: (Miami, Florida) Jan. 2004 - Apr. 2005
Operations Manager
In charge of running the day-to-day client services department with two shifts of 14 customer service agents. Implementation and enforcement of the company’s policies. Handle all problem resolution and customer complaints. Handle all supplier relations and contracts. Created a New Air Department and obtained ARC accreditation. Implementation of new procedures. New product development and distribution. Statistical analysis of production and market trends. Negotiated supplier contracts. Event Planning & Management. Group Coordinator.
Walden Capital Corp.: (Miami, Florida) Jan. 2002 - Jan. 2004
Accounting Manager
Real Estate Investment firm. Managed all accounting and bookkeeping of 6 entities. Accounts Payable, Accounts Receivable, Payroll, finance activities. Banking, reconciliation of 10 accounts, personal and corporate financial statements. Organized archives and created filing systems and company memory records. Inventoried a significant Art Collection, and managed loans and exhibitions. Transportation and insurance of in transit art. Managed auctions. Booked travel arrangements. Reconciliations of credit card expenditures. Management of personal expenses and house staff. Negotiated benefit plans, and insurance of all property. Prepared contingency plan for safekeeping of personnel and valuables in case of a hurricane emergency. Reconciled investments and updated balance sheets. Managed leases and contracts. Managed email server back-ups and maintenance. Updated software. Hired additional office personnel. Partnership distributions. Event planning. Florida Sales Tax preparation. Accounting Software QuickBooks.
World Wide Discount Travel, Inc.: (Miami, Florida) Mar. 1983 - Sep. 2001
General Manager
Hands-on high-level Sales and Administration experience. Finance, budgeting. Cost control/containment, financial reporting, forecasting, and monthly financial analysis. Verifiable experience in Sales and Marketing. Policy development and enforcement. Total quality management providing outstanding customer service. Developed top salespeople. Prepare, monitor, and maintain electronic accounts payables and receivables. Researched, analyzed, and developed new markets. Negotiated with major airlines, hotels, and cruise lines. Coordinated travel arrangements for corporate and individual customers. High-profile clients with business and leisure travel needs. Trade shows and event planning. Airlines Reporting Corporation specialist.
Recent Certifications/Diplomas:
Global Bribery and Corruption Awareness
Course from the LRN Legal Compliance and Ethics Center
Date: December 2014
Information Security
Course from the LRN Legal Compliance and Ethics Center
Date: November 2014
Trade Compliance in the International Marketplace
Course from the LRN Legal Compliance and Ethics Center
Date: November 2014
Global Gifts & Entertainment
Course from the LRN Legal Compliance and Ethics Center
Date: November 2014
Security of Electronic Health Information under HIPAA
Course from Dell Global Ethics & Compliance
Date: November 2014
Appreciating Diversity
Course from Global Novations
Date: June 2015
Fraud Prevention Awareness EMEA
Course from Dell-Saba Cloud
Date: June 2015
LATAM Collections Policies
Course from Dell-Saba Cloud
Date: June 2015
Microsoft Office 2016 Intermediate Excel
Course from Skillsoft
Date: March 2017
Microsoft Advanced Formulas & Functions in Excel 2013
Course from Dell-Saba Cloud
Date: March 2017
Avoiding Workplace Violence
Course from LRN Legal Compliance and Ethics Center
Date: December 2014
Dell’s Code of Conduct
Course from LRN Legal Compliance and Ethics Center
Date: December 2014
Global Data Protection and Privacy
Course from LRN Legal Compliance and Ethics Center
Date: December 2014
Global Health and Safety
Course from LRN Legal Compliance and Ethics Center
Date: January 2015
The Honesty Project: An Anticorruption and Antibribery Game
Course from Dell Global Ethics & Compliance
Date: December 2014
Information Security
Course from Dell Global Ethics & Compliance
Date: December 2014
Introduction to Coding
Course from Code.com
Date: January 2019
Web Page Development
Alison
Date: October 2019
IT Certificate
Alison
Date: December 2019
Diploma in Human Resources (HR)
Alison
Date: February 2020
Microsoft Digital Literacy
Productivity Programs
Date: January 2020
Modern Human Resource Management - Training and Induction
Alison
Date: February 2020
Computer Networking - Digital Network Security
Microsoft Virtual Academy
Date: February 2020
EDUCATION:
Universidad Ricardo Palma: Biology (Incomplete) Lima, Peru
Florida International University: Criminal Justice (Incomplete) Miami, Florida
Miami Dade College: Criminal Justice Miami, Florida
*References upon request.
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