Executive Assistant Customer Service

LAKEYA MATTHEWS

Phone Number 202-***-****

Email ******@**.***

Address Temple Hills, MD 20748

SKILLS

EXPERIENCE

Executive Assistant

BMS/FAA, Washington, DC Apr 2019 - Present

Customer Service Representative

CRP, Incorporated Remote - DCAS Project, Washington, DC Dec 2022 - May 2023 I'm an Executive Assistant at BMS/FAA with proven expertise in advanced MS Office and strategic workflow solutions. I have over 15 years of experience recognized for enhancing organizational efficiency through meticulous scheduling and effective problem-solving. Adept at managing confidential information while delivering high-quality support in records management, administrative office procedures and superb customer service in a fast-paced environments. Also, committed to excellence in document review and compliance.

• Advanced MS Office • MS Word

• PACER • PATTSY

• CPi • ProLaw

• Peachtree • Elite Time Entry

• SharePoint • Metadata

• ECCountry Clearance • KSN database

• E2 database • Data warehousing

• Preparing financial statements, reports, memos, invoices letters, and other documents

• Answering inquires of the general public and staff

• Maintaining De-conflict Outlook Calendar and scheduled meetings

• Performing basic bookkeeping tasks

• Filing and retrieving corporate records, documents and reports Researching and conducting data to prepare documents for review and presentation by boards of

• directors, committees and executives

• Assisting with scheduling meetings and accurately recording minutes

• Using various software such as word processing, spreadsheets, databases and presentation software

• Distributing memos and correspondence

• Transcribing documents into Sharepoint

• Making travel arrangements for executives

• Ordering supplies and managing a records database

• Performing duties of a virtual assistant

• Sorting and distributing incoming faxes, emails, and other correspondence

• Providing general administrative support

Verification Specialist

Apex / AAMC, Washington, DC May 2017 - Sep 2018

Administrative Lead/Records Management

Earl Howard Studio, Washington, DC Sep 2016 - May 2018 Experience in following all call center scripts and guidelines for processing calls and information while

• providing solutions to consumer's questions

• Navigated between multiple applications and screens to provide accurate information to caller

• Adapted quickly to a high-energy, fast-paced, ever-changing environment Collected and analyzed customer information and inquiries while maintaining accurate Customer Service

• Logs (CSLs) and data for each call

• Managed multiple priorities and functions as a team player at all times Consistently meet weekly and monthly performance goals by adhering to all policies, procedures, and

• guidelines

Provided consultations for senior peers on complex issues to resolve concerns; follow the escalation

• procedures to ensure complex support issues are resolved

• Effectively and responsibly worked in a remote (virtual) call center environment

• Handled customer complaints and inquiries in a courteous and efficient manner Maintained knowledge of company products to provide helpful suggestions and recommendations to

• customers

• Utilized problem-solving techniques to identify solutions for complex customer inquiries. Responded to a high volume of telephone inquiries and complaints following standard operating

• procedures.

• Maintained thorough knowledge of AMCAS and FAP policies and procedures Performed in-depth evaluation of applicant information contained in application against various types of

• supporting documentation

• Maintained production schedules under rigorous deadlines

• Researched and resolved inquiries relating to verification process Contacted applicants and college and university registrars regarding interpretation of applicant information and undergraduate grading and credit systems and transcript symbols and resolution of processing issues

•

Maintained database of college and university institution information ensuring that accurate information

• is present at all times for the verification process

• Performed quality assurance on scanned documents according to established quality assurance standards

• Assisted supervisor in developing and maintaining unit instructions/manual for AAMC and FAP programs

• Assisted in monitoring and training temporary employees Evaluated existing policies and procedures related to customer verifications and suggested improvements

• where needed.

• Served as a primary lead to three to four records and administrative assistant associates

• Focused on office management, client relations, facilities on-site storage, and special project management

• Responsible for new hire on-boarding, training and development

• Instructed new employees regarding company policies and procedures Provided ancillary clerical services as required such as reprographics, mail services, reception and vendor

• management

• Managed confidential data entry and records organization

• Maintained information security compliance

Responsible for visitor access rights and travel arrangements; primary time and attendance recorder for

• personnel

Records Management Specialist

ICF / Department of Energy (DOE), Washington, DC Oct 2013 - Sep 2016 Records Management Specialist

ASRC Federal/ EPA, Laurel, MD Oct 2011 - Oct 2013

Sr. Records Management Specialist

FedConsulting, Ashburn, VA Jun 2009 - Aug 2011

IP Records Specialist/Clerk

KPH (merge) Cromwell & Morin, Washington, DC Mar 2005 - Jun 2009 EDUCATION

Life Insurance and Annuities Course (In Progress)

South University Online Oct 2021 Oct 2021

Bachelor of Science Degree (In Progress) in Criminal Justice South University Online Jan 2017 Jan 2017

• Coordinated and established disposition schedules for Federal record appraisal tasks

• Analyzed and performed research legislation to determine proper record adjudication

• Accountable for back-log of paper records, eliminated duplicates and inadequacies

• Transcribed documents into sharepoint database

• Implemented data map to perform share drive migration to 'eDoc' electronic record management Managed 15-20 DOE subgroup record management programs to ensure compliance with National Archive

• Records Administration (NARA)

• Monitored execution of the approved operating budget to certify proper allocation of funds

• Provided subject matter expertise on records management retention of administrative accounts

• Analyzed current processes and proposed new methods for increasing efficiency within the organization

• Utilized software programs to store, manage and retrieve electronic files efficiently Synchronized all activities in the Records Management and Document Control Division for the

• Environmental Protection Agency (EPA)

Generated file plans for subgroup, inventory and auditing of controlled documents; with alignment to

• retention schedule, maintenance of electronic department directories, tracking and reporting

• Performed quality assurance on prior submitted electronic and paper documents Responsible for conversion of electronic document formats into the appropriate layout to enable the

• permanent storage and retrieval according to procedure Created and maintained office management inventory for files such as FOIA Request, Site Specific Case,

• Guidance and Policy document files; Prepared daily, weekly, and monthly reports to track completed tasks Created EPA records labels for staff and spreadsheets for record keeping; responsible for creating and

• submitting 135 and 5100 forms to NARA

• Logged schedule alignment, disposition and retirement of records

• Trained staff members on Records Management compliance

• Created and maintained office management inventory for Guidance and Policy document files

• Prepared required reports to track completion of delegated tasks

• Assisted firm staff and clients with record storage and retrieval Identified records with missing or incomplete data, notified appropriate personnel and supported

• operations to determine if the classification of documents were: records, case files, or reference materials Maintained litigation hold list as required by the General Counsel's office and ensured that all records

• were properly maintained

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TRAINING

NARA – National Archives and Records Administration Training, 2009 - 2010, KA1 Records Management Overview, KA2 Creating and Maintaining Agency Business Information, KA3 Records Scheduling, KA4 Records Schedule ImplementationForeign Travel, 2019 - 2020, E2 Travel / Foreign Travel Database, KSN Database trainingNational Records Management Program Training, 2009 - 2010, Records Liaison Officer Training: (Inactive Records), Records Liaison Officer Training: (Identify Office Records), Records Liaison Officer Training: (Active Records)WFRC – Washington Federal Records Center Workshop, 2010, Using Washington Federal Records Services

REFERENCES

References available upon request

Contact this candidate