Administrative Assistant Customer Service

Rachel Cartwright

Copperas Cove, TX ******************@*****.*** 260-***-****

Skills

Bookkeeping

Calendar Management

Customer Support

Travel & Itinerary Arrangements (US & International)

Conference Call / Zoom Management

Data Entry

PROFESSIONAL TRAINING, DEVELOPMENT, and AWARDS

Education:

Elmhurst High School, Fort Wayne, IN, High School Graduate, 2003

Certifications/Training:

Microsoft Excel – Beginner to Advanced – Udemy Business (In progress)

Liabilities and Equity in Accounting - Intuit

Bookkeeping Basics - Intuit

Assets in Accounting - Intuit

Bookkeeping Basics Explained - Udemy Buisness

Defense Travel System

Joint Personnel Adjudication System

Computer Competencies: All Microsoft office applications, Identity & Access

Management System, Web Pass, MyServices Portal

Career Step, Lehi, UT, Medical Administrative Assistant, Certificate of Completion

Awards:

Franklin Award (21 May 2021)

Citation: For outstanding support to the Defense Policy and Plans Directorate

DHS/FEMA Appreciation Certificate (23 April 2021)

Citation: Outstanding support to the Civil Emergency Planning Office, FEMA, U.S.

Mission to NATO

US NATO Plaque for Service (23 April 2021)

EMPLOYMENT HISTORY

CLEARANCE: SECRET

NATO HQ, US MISSION TO NATO, Office of the Defense Advisor, Operations, DHS/FEMA and Management, Brussels, Belgium

Administrative Assistant/Conference Services – May 2019-July 2021

40 hours/week

$42,163.00/Year

Tracked conference services inventory and expenses using Microsoft Excel,

created, and delivered invoices to receive payment for supply replenishment and

followed-up as necessary, and procured all conference services supplies for

beverage and catering services.

Managed individual and group calendars for the Secretary of Defense Representative Europe, Defense Advisor and Deputy Defense Advisor for the United States Mission to the North Atlantic Treaty Organization, including scheduling and deconflicting meetings, as well as directorate level leave and travel calendar management.

Responsible for official visitor support and processes, including US government employees, Diplomatic Representatives, Bilateral discussions, contractors, and foreign nationals by receiving visitor requests for various conferences, inputting the visitors into the Visitor Access Request System within MyServices to alert the USNATO Operations Department, and identify the visitors’ hotel and airport support needs. Also handles verifying information and resolving any discrepancies, securing the necessary conference rooms, requesting for beverage, and catering services, drafting itineraries, communicating with the Regional Security Officer on security issues to adjudicate security clearances to obtain access into the U.S. Mission to NATO, and escorting individuals to required meetings and conferences.

Compiled, filed, and printed U.S. government and NATO classified documents to appropriate personnel with 100% accountability to accommodate the Defense Policy and Plans Director along with his eight-person team, consisting of military and GS personnel, with information required to attend their assigned committee meetings to further U.S. policy directives.

Created and managed the logistics and coordination of the Secretary of Defense Representative Europe, Defense Advisor and Deputy Defense Advisor for the United States Mission to the North Atlantic Treaty Council’s travel authorizations and claim vouchers within the Defense Travel System, built travel itineraries, and scheduled flights and rental vehicles.

Maintained e-mail for direct supervisor, reviewing, forwarding, responding and follow-up as necessary.

Corresponded with US government and NATO international officials on operations pertaining to the Office of the Defense Advisors activities, such as: organizing lunches with other Defense Counselors to further USNATO goals and strengthen relationships between allies, request official representation funds to finance the lunches, and create the official representation claims vouchers to provide the hosting official all post-entitlements.

Supported the February 2020 Defense Ministerial by compiling all sensitive and non-sensitive documents in which to build both the US Defense Advisor and the Deputy Defense Advisor’s Defense Ministerial document books and coordinating with the Senior Military Advisor and US personnel at the Pentagon to generate the guest list and supplying name tents for all guests with names and titles.

Utilized the experience and qualifications learned during my employment to

develop an initial database on ClassNet for the Civil Emergency Planning

Department by gathering and applying facts received from the Department of

Homeland Security agency.

Assisted with making and sending invitations and organized an Official Officer’s Retirement Ceremony

Compiled information from each section administrative assistant and generated reports for the Defense Advisor and Deputy Defense Advisor and updated the Share Point site for the Ambassador.

Provided office management support to additional directorates under the Office of the Defense Advisor in other administrative matters including visitor support, Defense Travel assistance and organizing of conferences.

Established and maintained the Standard Operation Procedures for each section, which is critical for the Rover Administrative Assistant, to supplement their understanding of the section they will be working in.

Compiled information in collaboration with other administrative assistants

on training, accesses, and “how to” guides for each individual section. This will

serve as an informational and training resource for all Rover Admin.

Created a collaborative training site for all Rover Admin on the Management

SharePoint; to contribute to the future increased efficiency and

preparation to benefit the Rover Admin staff.

Assisted individuals in determining privileges and accesses they were eligible to

receive and the date their entitlements end, based on the regulations and

procedures to provide them access onto the Army installations.

Met multiple deadlines daily while working in a high-tempo work environment.

Utilized multiple online programs such as, WebEx, Teams, Zoom, and Google

Meets, to conduct team meetings to maintain partnership within the team while on

telework status due to the COVID-19 Pandemic.

Tracked and re-ordered office related supplies and maintenance from the

General Services Office to maintain the functionality of the work equipment and

keep the office running efficiently.

Served as USNATO Operations and conference services primary point of contact for all conference and reception needs; Scheduled, deconflicted and prioritized meetings using Microsoft Outlook calendar and Share Point, venue and table set-up, video tele-conference equipment set-up, and beverage and catering services.

Observed protocol functions for the June 2019 Defense Ministerial and the Nov 2019 Foreign Ministerial by ensuring that all applicable protocols were adhered to for the visits and events.

Trained new administrative employees on computer software and the US personnel clearance verification procedures in the Joint Personnel Adjudication System.

Designed detailed diagrams of all conference rooms showing the different room set-ups available, how many people each set-up can seat, and what video capabilities are available in each room, to add to the SharePoint Conference Calendar using PowerPoint for client's use to plan and organize their conference and reception needs.

Arranged conference calls and official meetings for USNATO personnel.

Store Manager, USAG Brussels Consignment Shop, Brussels, Belgium

Sept 2018-May 2019

Accountable for store's daily operations, high-volume customer service, profit and loss management as well as setting, monitoring, and driving sales goals.

Trained, supervised and motivated our volunteer workers.

Ensured proper cash controls and loss prevention procedures were in place and followed.

Promoted community engagement and marketing.

Re-organized and maintained store's appearance and cleanliness.

Set, evaluated and reached short-term and long-term goals for store and staff.

Teacher's Assistant, Johnsonville Elementary School/Marshall Elementary/Brussels American School DODDS, Cameron, North Carolina; Fort Campbell, Kentucky; and Brussels, Belgium

Oct 2012 – May 2021

Organized and Oversaw the Scholastic Reading program

Organized creative classroom activities to help further the children’s education.

Assisted and mentored students in groups and on an individual basis.

Collaborated with teacher's direction to maintain a clean, safe and comfortable classroom.

Prepared teaching materials required for the lesson plans.

Acquired the skill to collaborate with corporate staff as well as the general population.

Assisted in organizing and directing field trips and school outings.

Hostess/Customer Service Representative, Cracker Barrel Restaurants,

Fort Wayne, Indiana

Sept 2005-Feb 2006

Created an organized, cooperative, and well-run work environment by completing daily side work.

Managed all functions of the stewarding operation to achieve the optimum quality level of sanitation.

Took guests orders for first drinks, provided menus and passed orders to Outlet Supervisor or team member.

Performed related services as requested by guests or supervisors.

Team Leader, Burger King Restaurants, Fort Wayne, Indiana

March 2001-March 2003

Managed Point of Sale Terminals, and other common restaurant/food industry technology.

Promoted to team leader from entry level position, thus supervising and training other employees in attaining corporate customer service standards and goals.

Supervised and evaluated employees; promoted employee growth, efficiency, morale, and teamwork.

Trained/mentored other food service workers.

Produced and maintained work schedules.

Maintained a safe and hazard-free working environment.

Performed preventative maintenance checks.

Maintained a sanitary department following health and safety codes and regulations.

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