Customer Service Administrative Support
Resume:
Thomas Wright
*************@***.***
LinkedIn • Milwaukee, WI
Customer Service/Clerk Specialist
Customer-focused, and results-driven professional with over two decades of experience in administrative support, and customer service. Effective communicator with an eye for detail, and a team player. Previous program retail management, reconciliation, cashier and financial auditing experience. Familiar with POS (Point of Sale) cash register. Worked with various databases, records management and filing systems making case-related information readily accessible to investigators and attorneys. Applies critical thinking to provide viable solutions in problem solving. Discreet, and skilled in handling sensitive information and confidential matters. Experienced with calendar management, scheduling appointments for upper management, and board meetings. Familiar with making domestic and international travel, and lodging arrangements for staff members. Previous call center experience.
Areas of Expertise
● Administrative Support
● Standard Operating Procedure Development
● Process Improvement
● Correspondence Management
● Inter-Agency Coordination
● Document Processing & Verification
● Record Management
● Reports Generation
● Training and Development
● Database Management
● Regulatory Compliance
● Writing & Communication
Awards & Honors
●Awarded Outstanding Achievement by the U.S. Department of Labor for top-notch administrative support to economists by proofreading abstracts and crafting charts and graphs for numerous publications ahead of ministerial and summit gatherings.
●Supported presidential interns in gathering research materials and compiling briefing books for the US/Asian Pacific Summit Meeting along with readiness for a business dinner with Chinese Premier Li Ping, hosted by the U.S. Labor Secretary and the International Labor Affairs Bureau Secretary.
Career Experience
Administrative Assistant IV at Texas Behavioral Health Executive Council, Austin, TX
Sep 2020 — Feb 2024
Processed incoming complaints, ensuring record creation within the Versa Database system for investigative and legal review. Scanned and linked pertinent documents to records, providing comprehensive support for case documentation. Drafted and dispatched Acknowledgement Letters and Projected Timeline Schedule Letters to stakeholders. Maintained and updated the NOV (Notice of Violation) Tracking system, monitoring complaint statuses and facilitating best practice strategies. Collaborated with investigators and legal staff to address overdue NOV responses, enhancing the enforcement process. Managed email correspondence for the Enforcement Division.
●Overhauled the NOV Tracking System, introduced updated work policies and procedures, boosting productivity by 100%. Migrated from manual filing system to digital one.
Administrative Assistant II at Health and Human Services Commission, Austin, TX
July 2019 — Sep 2020
Facilitated customer service operations and managed administrative tasks for the high-volume social work registration office. Conducted thorough criminal history background checks using the Department of Public Safety database to ensure applicant eligibility. Processed address changes and transaction fee operations. Sorted and distributed incoming mail and faxes, ensuring timely delivery to relevant staff for further action. Produced daily reports of new web-paid applications, optimizing examiner review and processing workflows.
●Enhanced physical filing system by collaborating with staff to implement safeguards and policies, achieving 30% reduction in lost files.
●Streamlined file creation and management using the Versa Regulations 5.0 System, improving accessibility for licensing specialists.
Clerk II at Texas Department of Criminal Justice/Warrants Extradition Division, Austin, TX
Jun 2018 — Jul 2019
Processed criminal history requests for sex offenders through the Offender Information Management System, ensuring thorough background checks for the Department of Public Safety. Coordinated with the FBI (Federal Bureau of Investigation) to provide parole disposition statuses. Facilitated law enforcement operations by supplying Pre-Revocation Warrants and updated extradition statuses, improving response times for parole violations. Managed the certification and dispatch of extradition packets to correctional facilities, streamlining inter-agency communication. Sorted and distributed incoming mail to department staff.
●Initiated comprehensive SOP (Standard Operating Procedure) Manual, increasing departmental productivity by 40%.
Administrative Assistant I at Texas Department of Criminal Justice/Review and Release Division, Austin, TX
Jan 2015 — Apr 2016
Performed administrative tasks for the Director of Review and Release, including steering the operation of the office through document handling and communication management. Executed imaging, indexing, and scanning of legal documents into the OIMS (Offender Management System) database, facilitating access for parole hearings. Processed files in alignment with penal code classifications, distinguishing between SISP (Super Intensive Supervision Program) and Non-SISP cases. Conducted thorough parole plan investigations, identifying detainers and managing Parole in Absentia files. Supported the Call Center by addressing inquiries regarding parole status and eligibility and routing calls to analysts for specialized assistance.
●Introduced Excel tracking system for legal documents, achieving 100% recovery rate for misplaced files.
Additional Experience
Temporary Tax Examiner Technician, GS059-05, Internal Revenue Service/Wage and Investment Division, Austin, TX
Technical Writer & Editor, 1083-12 (Legal), Office of the Federal Register/National Archives/Scheduling Unit, Washington, DC
Office Assistant, GS-0326-4, Office of International Economic Affairs/International Labor Affairs Bureau/U.S. Department of Labor, Washington, DC
Education
Bachelor of Arts, Journalism and Political Science, Howard University School of Communications, Washington, DC
Certificate, BankWork$, Employ Milwaukee, Milwaukee, WI 2/27/2025.
Technical Proficiency
Microsoft Office 365, Excel, Skype for Business, Access Database, OnBase (Hyland), Outlook, Power Point, DSX Multi Line Phone System, Teams Messaging, Oracle People Soft, OFAS Enterprise Point of Sale Cash Register, Internet Explorer, SGML, HTML coding, OIMS (Offender Information Management Systems), Xerox 5740 Work Centre Copier/Fax Machine, Cannon Scanner DR-7580, Novell Groupwise
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