Customer Service Administrative Assistant

CLARIBEL PINEDO

************@*****.*** 301-***-****

Professional Summary

Strong expertise in business requirements gathering, analysis and translation.

Maximizes skills and attention to details when dealing with job tasks and responsibilities.

Dedicated and focused individual who excels at multitasking, prioritizing, and working under pressure and with tight deadlines.

Ability to build lasting relationships with clients, customers and companies, while providing exceptional customer experience to meet their unique needs.

Demonstrates fluency in Spanish, technical, business and management skills, as well as strong interpersonal communication capabilities

Demonstrates fast-learning capabilities, enthusiasm, able to identify, measure and mitigate risks, client management, problem solving, and acts as a mighty dependable team member and exceptional listener.

Work History

Census Bureau Reference Librarian/Project Manager May 2021- current

Census Bureau Headquarters, Suitland, MD - World Services LLC, Contractor

Metadata Creation and Maintenance Services.

Reference and Research Services, Customer Service.

Interlibrary Loan and Document Delivery Services

Bibliometric Analysis

Scientific writing, copy editing, manuscript approvals.

Library Outreach

Maintenance and Upkeep of Library Collections, Metrics

Archival Tasks

Property Accountability/Property Contact

Assisted library patrons with research and catalog usage and offered training in library services

Assured customer satisfaction with library services and staff and maintained exceptional public relations.

Help develop and implement innovative library services in an environment of changing technology.

Collaborated with faculty & administrative staff to promote library services and events

Collection Management and Development.

Open and sort mail received

Operate and maintains library equipment

Collect data for statistical analysis and reports

Prepare reports for submission to the Census Library Director and WS management

Participate in state and regional opportunities for continuing education to keep knowledge of library practices and procedures current

Assists the Circulation Services and other departments requesting assistance

Perform other duties, as assigned

Organize all library resources so they are easy to locate

Executive Support Specialist 2020-current

World Services Headquarters - World Services LLC, Alexandria, VA

Compiled and organized data and resources across all projects

Conducted internal audits

Managed, tracked, and monitored recruitment initiatives

Conducted interviews of candidates

Negotiated requirements with vendors

Reviewed vendor requirements and reports

Developed rebranding initiatives

Organized and expanded team building events

Researched strategies to enhance systems across the organization

Represented the company as a first point of contact for applicants

Business Process Engineer/QA Specialist 2019-2020

Small Business Administration - World Services LLC, Washington DC

Conducted documentations (BRD), Gap Analysis, Cost-Benefit Analysis, Analysis of Alternatives (AOA), meeting minutes, and recurring weekly and monthly reports.

Researched studies on proposed services and products to determine feasibility and meet client-expectations.

Created, established, and tailored project and software development templates and documentations to ensure standardized design, development, implementation and testing processes and procedures.

Audited processes, systems, and products in accordance with established criteria.

Prepared and maintained reports, risk logs, and corrective action plans to strategize and implement preventative actions and report on progress to key stakeholders.

Provided status updates and lead discussions with internal and external team members to ensure efficiency, transparency, and fluid communication.

Assisted team with developing and maintaining project deliverables such as Business Requirements

Demonstrated strong expertise in written and verbal communication as well as ability to focus and work in dynamic team structures and environments.

Verified all products and documentation are delivered on time according to agreed due dates.

Acted as Quality Assurance Tester and ran several software tests to ensure the software was functioning as expected.

Presented live demos of tested functions in the software to the client and pertinent stakeholders.

Created spread sheets documenting functions ran in software.

Developed understanding of DevOps Azure Software

Created applications submitted to the software being tested.

Certified CMMI Specialist/Auditor 2018-2019

CMMI Institute – World Services LLC, Alexandria VA

Assisted with management, training and compliance of Capability Model Maturity Integration (CMMI) to ensure all project policies, processes and procedures adherence to CMMI requirements.

Gathered data to conduct trend analysis to measure improvements and effectiveness of various processes through internal and external auditing.

Management / Product Specialist / Trainer 2008 - 2020

MAC Cosmetics, Vienna, VA

Oversaw daily office operations for staff of 18 employees.

Created and maintained issues log for meetings and updates.

Met with staff bi-monthly to meet company standards and goals.

Trained and mentored 12 new management representatives.

Planned and led sixteen training sessions to promote sales team professional development, creativity, artistry, and sales goal reinforcement.

Collaborated with management and employee team members to articulated ideas and viewpoints for continuous process and customer service improvement.

Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.

Managed customer and employee relationships and expectations through clear and transparent communication.

Processed accounts receivable and accounts payable, cash and credit payments rapidly and accurately.

Reviewed operational records and reports to project sales and determine profitability.

Reduced overhead by taking on more responsibility with creative and administrative projects and identified opportunities to improve efficiency.

Coordinated between billing department and customers to resolve issues.

Responded to all customer inquiries thoroughly and professionally, and referred unresolved customer grievances to designated departments for further investigation in a timely manner.

Worked night and weekend shifts during the holiday season, securing $ 3000.00+ in orders in three-month holiday spans.

Met existing customers to review current services and expand sales opportunities.

Human Resource Analyst, Administrative Assistant 2009 - 2010

Jacer Corporation Department of Defense, Falls Church, VA

Worked directly with Department of Defense, Veterans, and new hire government employees to achieve technical and professional consulting services.

Led a comprehensive New hire training for 15 to 20 staff members.

Led a comprehensive safety training for 15 to 20 staff members.

Resolved employment-related disputes through proactive communication.

Organized and led a two-day staff orientation and training to promote collaboration.

Administered compensation, benefits and performance management systems and safety and recreation programs.

Composed and drafted all outgoing correspondence and reports for managers.

Helped distribute employee notices and mail around the office.

Drafted biweekly time sheets for 15 executives and employees.

Organized all new hire, security and temporary paperwork.

Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.

Created detailed expense reports and requests for capital expenditures.

Cultivated close working relationships with other municipalities and governmental agencies to achieve contract’s objective for all new Government hired employees.

Education, Certifications & Training

Bachelor of Science in Business Management April 2019- Current

Associates Degree, Northern Virginia Community College, 2019

Certifications – Certified CMMI Appraiser, 2019 – Alexandria, Virginia

Technical Skills

SQL

MS Visio

JIRA

Oracle

HP ALM

Quality Center

SharePoint

XML

HTML

Microsoft Office Suite

Public Relations

Azure Devops

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