Elizabeth K. Underwood

***** *** ***** ****, *** Kent, VA 23124 804-***-**** adzlaf@r.postjobfree.com

PROFILE:

20+ years administrative support experience includes nine years in customer service and four years of intake experience

Recent training in medical coding

Demonstrated ability to process and manage records with attention to detail and accuracy. Able to improve office systems to ensure accuracy and best practices

Strength in customer service with excellent communication and interpersonal skills; interact equally well with all levels of staff and clients in person or via telephone. Recognized for going above and beyond to help clients

Proficient in Word, Excel, PowerPoint and, Outlook.

EXPERIENCE:

Human Services Assistant, King William Department of Social Services, April, 2022-July, 2022

Hired as part time contract worker for four weeks and then assumed full time role for additional sixteen weeks

Utilized working knowledge of benefit programs to respond to clients on phone and in person

Issued SNAP cards

Participated in conversion to paperless process by scanning documents

Responded to phone requests for program information

New Kent Department of Social Services,

Human Services Assistant, August, 2020-Feb., 2022

Office Associate, July, 2018-July, 2020

Served as first point of contact at intake window for all walk in and phone in customers.

Explained general program information to clients

Issued SNAP/EBT cards

Assisted with issuance of gas cards to VIEW clients

Maintained food pantry

Opened and distributed all mail and faxes

Managed donation tracking, reporting and thank you correspondence

Reported Voter Registration numbers on monthly basis

Compiled monthly Director’s Report which included recap for each unit (assumed this additional duty after promotion from Office Associate to Human Services Assistant)

Accomplishments:

Nominated and received public service award for “going above and beyond”

Asked by agency to serve on Governor Kaine’s task force to develop a pilot program to provide support and resources for veterans suffering from PTSD

Recognized on State of VA Social Services website for excellence in customer service

Offered shadowing/mentoring opportunity with more experienced Human Services Assistant in order to develop case management skills

Volunteered to go with agency social worker on home visits to enhance working knowledge of agency units

Recognized during staff meeting by agency Director for strength in customer service as result of number of calls on general number where clients asked for me by name

Navigator/Receptionist, Resource Workforce Center, 2017

Resource Workforce Centers provide services designed to connect regional businesses with a skilled workforce.

Greeted all visitors, directed calls, maintained referral log, oriented clients to self-help resources

Accomplishment:

Provided excellent customer service as the first contact for job seekers upon arrival at center

HR/Administrative Assistant – Pamunkey Regional Jail, 2016

Human Resources Department for all jail staff

Conduct new employee orientation.

Processed health insurance benefit paperwork

Filed all HR paperwork for employee files

Administrative Assistant/HR Specialist, Virginia Department of The Treasury, 2007-2016

Provided customer service to all organizational levels of this state agency with 100+ employees.

Routed calls to all departments of the agency from multi-line switchboard and directed all visitors to appropriate areas

Updated recruitment website using recruitment management software to enter incoming HR applications and refer to appropriate hiring manager

Assisted with new hire orientation and training sessions; responded to benefit questions from staff

Accomplishments:

Created system to track usage of visitor badges in order to comply with audit requirements

Revamped procedures manual for agency front desk

Created system for logging in certified mail

Deputy Clerk, Henrico General District Court, 2002-2006

Processed General Warrants, Garnishments, Unlawful Detainers, and Small Claims paperwork into Court system.

Contacted attorneys’ offices to verify dockets for each week

Assisted the public with transactions in the Civil Division Window

Substituted in courtroom for another Deputy Clerk to assist Judge

Accomplishment:

Initially hired to do 100% data entry; given additional responsibilities to work with public at the Civil Division window and later in the courtroom

Program Support Technician, Capital One, 1994-2002

Provided administrative support to the Marketing & Analysis Department

Responded to customer inquiries via email

Researched and resolved escalated customer issues

EDUCATION:

J. Sargeant Reynolds Community College, 1988-1991

General education requirements and business administration coursework

Currently attending online classes in Medical Coding

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