Janice M Matthews

**** ***** **. **********, ** *1118

Mobile 214-***-**** Home 318-***-****

Email: ady0e1@r.postjobfree.com

Professional Summary and Experiences

Summary: Extensive customer service and administrative experience in various office environments. Understand Higher Education policies and procedures, FERPA (Family Educational Rights and Privacy Act), and ADA

(American Disability Act). Exceptional organizational skills, and procurement assistance. Title IX data entry. Experienced IT Tier I support. Great verbal and written communication skills, willingness to learn and teach/train others.

April 2023 – Present

STS Aviation Group

Production Control Specialists

Compile and record production data from work orders, work tickets, product specifications, and individual worker production sheets following company procedures and using different word processing techniques. Complies and analyzes records and reports on production: review production objectives, deadlines, and work orders to determine priorities. Inputs data regarding work order information, status changes, supply updates, and other pertinent information to our team. Prepares special reports for maintenance updates as required. Compiles material inventory records and prepares requisitions for procurement of materials and supplies, tracks production. Monitors work orders, prepares inter shop, and supports maintenance requests for operations. Receives and coordinates aircraft transfer from/to the company. Screen’s part request to ensure proper work order numbers are requested and excessive parts are not ordered. The PC will also be responsible to perform other duties as assigned by the site manager/supervisor. September 2022 – December 2022

General Dynamic Information Technology (GDIT)

FSA ID Representative

Responsible for answering incoming service calls and/or accurate and appropriate information. Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved. Utilize troubleshooting techniques to resolve hardware, software, and network issues. Document incident status and solutions in incident database tools. Diagnose, identify, isolate, and analyze problems utilizing historical database records. Adhere to established levels of service, and adhere to established customer service and documentation standards within required time frames. March 2022 - August 2022

City Of Shreveport

Water & Sewerage Field Operations

Administrative Assistant

Responsibilities include but are not limited to A/P A/R, creating accounting batch invoices and purchase orders via LOGOS processor to submit for approval, from the appropriate approval level based upon the monetary amount within the organization. Creating and maintaining existing spreadsheets, data entry, filing answering phones, sorting incoming date stamping incoming mail, and any task delegated based upon the need of the business for meeting the overall objective.

August 2021 – December 2021

Bossier Parish Police Jury

Administrative Assistant to Planning Dept

Responsibilities include but are not limited to updating and creating spreadsheets, maintaining existing files, data entry, answering phones, sorting incoming/outgoing mail, and, any additional task required for the department. February 2020 – September 2020

General Dynamic Information Technology (GDIT)

Computer Operator II

Responsible for answering incoming service calls and/or self-service ticketing queues on behalf of our client to provide accurate and appropriate information. Identify, evaluate, and prioritize end-user issues to ensure that inquiries are successfully resolved. Utilize troubleshooting techniques to resolve hardware, software, and network issues. Document incident status and solutions in incident database tools. Diagnose, identify, isolate, and analyze problems utilizing historical database records. Adhere to established levels of service, and adhere to established customer service and documentation standards within required time frames. August 2018 – February 2020

Dallas County Community College District (DCCCD) Mountain View College - Student Support Services

Administrative Assistant to Associate Dean and Disability The manager Advises students on classes and degrees and performs administrative office duties, including data entry, maintaining files, sorting mail, typing correspondence, filing, maintaining departmental records, documents, and procurement assistant. Answering phone, transferring, and providing the appropriate number(s). Establish and maintain relationships with diverse, multicultural peers, students, vendors, faculty, and executive-level administrator(s). Ability to make a decision(s) based upon individual situations. Identifies problems and involves others when seeking solutions. Good communication skills and the ability to work effectively with a diverse population internal/external to the DCCCD network community.

Meet with students to discuss accommodations. Respond to students/parents electronically or in person regarding the support documentation required to determine whether accommodations will be approved and/or denied.

Jan 2018 – July 2018

Army & Air Force Exchange Service

AAFES Headquarters (Dallas)

Customer Contact Tech

Responsibilities include but are not limited to; assisting customer contact agent(s) in responding to inbound calls to Exchange Credit Program, a credit analyst. The first escalation step for resolution is to research and respond promptly to inquiries related to credit program accounts, online shopping, and shipping. Explain the term/condition, disclaimer, and estimated shipping/delivery time for the various vendors, suppliers, and/or manufacturers. Being professional, friendly, and compassionate while focused on delivering a personalized customer experience

July 2017 – Jan 2018

Army & Air Force Exchange Service AAFES

Headquarters (Dallas)

Customer Contact Assist

Responsibilities include but are not limited to; responding to inquiries in the Customer Contact Center. Research and provide an immediate response to inquiries related to credit program accounts and/or online shopping websites. Professional, friendly, and passionate while focused on delivering a personalized customer experience September 2015 – July 2017

Trinity Industries, Inc. Trinity Metals Laboratory Administrative Support 3

Create new lab request worksheets, process lab results complete lab result certificates Answer phones, route to the appropriate party, and or provide the number Document control, and assist with maintenance of all publications and manuals by applicable guidelines and regulations. Internal and external invoice processing, and inventory control. Procurement reconciliation with confidentially, customer service, and diplomacy. Also, assist with shipping metal material to be tested for durability for construction and handling FedEx and UPS requests. July 2014 – March 2015

AT&T GBS GLOBAL ORDERING

Administrative Assistant to Vice President

Key roles and responsibilities include but are not limited to; Confidentiality, assisting the officer in management of daily activities, while performing confidential administrative duties such as bill processing vouchers via Concur Automated Process System (CAPs application), ExpenseNet, approval for vice president, assistant vice president, general managers, line managers, for my group, group time reporter, payroll, personnel – create ePCRs for transfers, new hire and promotions, and org charts. Workspace requests, building services, office equipment, recognition, and training compliance. Performed daily confidential administrative duties, answered and returned calls Diplomacy Processed bills, vouchers, requests, payroll, personnel, budget, and ePCR as requested using SAP, Procurement duties, create and maintain UPS and FedEx accounts, ordered office supplies through company preferred vendor(s), guided assistants and managers in the organization regarding administrative practices, expense, and travel policy guidelines. Scheduled meetings, and appointments, planned events, greeted visitors, made travel arrangements, and updated specific organizational charts.

July 1999 – July 2014

AT&T HOME SOLUTIONS, U-VERSE SOLUTIONS

Senior Office Clerk – Administrative Assistant

Confidentially, provided associates and coaches 100%, discussed payroll and vacation entitlement discrepancies, and obtained required personal information for discussion with the central payroll office. Supported 25% of managers with payroll coding inconsistencies within the company’s payroll system eLink a company application. Provided 100% local office support to account associates/representatives, scheduled time, vacation, absence, time off reporting errors, and vacation pay discrepancies. Monitored office and online contact associates’ call time, hold time, after-call work, aux time, and calls in queue. Answered the phone, filing, and procurement assistant, create and maintain spreadsheets, PowerPoint, and calendar, and updated the office organizational chart Sept 2005 – July 2012

Local System Administrator/Technical Help Desk Specialist Provided and supported local office troubleshooting techniques to resolve hardware, software, and network issues. Document incident status and solutions in incident database tools. Diagnose, identify, isolate, and analyze problems utilizing historical database records. Assist with company-assigned ID requests, reset modification for job-specific and deletion of IDs

May 1997 – Sept 2000

AT&T CONSUMER, SALES, and SERVICES

Project Manager - Quality Analysis

Direct customer contact, to provide feedback on recent contact with AT&T. Provided feedback to managers/coaches on the improvement of online selling associates with the tools to perform overall customer satisfaction. Worked closely and effectively with management, providing feedback on options to obtain and maintain higher results on customer satisfaction survey aka CR!FT

May 1996 – Sept 2005

AT&T Delivery Training Manager

Training Instructor

Developed curriculum to assist contact associates to upsell new products and services at an 85% satisfaction rate to existing and new customers. Provided internal customers with the tools to perform overall customer satisfaction. Worked closely and effectively with Management to accomplish mandatory training on available products and services. Managed calendar for assigned training, ensured propriety information was kept confidential August 1994 – July 1999

AT&T Consumer Sales and Services

Contact Associate-Customer Service Manager

Took ownership of customer concerns and complaints. Handled 35% of CSM team local office escalations. Provided external and internal customer support, for overall customer satisfaction Answered incoming customer inquiries regarding billing, products, services, and various taxation on the bill. Managed team and personal calendar, excellent time management, and displayed diplomacy May 1985 – August 1994

OPERATOR SERVICES

Operator

Successfully handled and resolved 150-200 customer inquiries daily. Provide domestic and international dialing procedures, also rates for various types of operator-assisted calls. Ensure an overall excellent customer experience July 1985 – July 2014

Communication Workers of America

Chief Steward

Organizer, Confidentially, handled and negotiated first and second-step grievance settlements. Problem solver, educator, communicator, and worksite leader

EDUCATION

Los Angeles Harbor College ~ Business Administration and Accounting ACCREDITATIONS/Lifetime Member AT&T AFFILIATIONS Pioneers of America USA Presidential Volunteer Service Award

Certified Tax Preparer

Authorized Internal Revenue Service eFile Provider

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