Administrative Support Order Entry

Amy Hoffman

Walkersville, MD *****

*******.*****@*****.***

Professional Summary

Detail-oriented and customer-focused professional with 5+ years of experience in order entry, account management, issue resolution, administrative support, scheduling, and document control in fast-paced, service-driven environments. Proven ability to process high volumes of orders with accuracy, resolve delivery and invoicing discrepancies, and maintain strong communication with internal teams and customers. Adept at balancing multiple priorities in fast-paced settings, with a track record of improving customer satisfaction and operational efficiency.

Skills

• Microsoft Office Suite (Word, Excel, PowerPoint), Adobe, Google Suite, Teams, Zoom, Slack

• Task Management: SharePoint, Smartsheet, ticketing systems, cloud based platforms

• Documentation Quality Control & Auditing

• Workflow Optimization & Project Tracking

• Remote Work, Self-Directed, Time Management & Prioritization

• Customer-Centric Approach & Communications Skills

• Customer Relationship Management (CRM), Data Hygiene

• Team Collaboration & Leadership

• Regulatory Compliance (HIPAA/PHI)

Work History

Data Analytics Analyst 1

IQVIA – Frederick, MD

Acted as a primary point of contact and subject matter expert (SME) for clinical clients during post-implementation phases for clinical trials, ensuring satisfaction with digital solutions (eConsent) and other clinical trial platforms.

Delivered consultative support across 120+ clinical trials, improving client experience, issue resolution timelines and data review.

Managed issue tracking via ticketing systems, resolving inquiries in compliance with strict regulatory standards (HIPAA/PHI).

Coordinated internal logistics and document workflows to support remote global delivery timelines across time zones, as well as supported remote teams, occasionally mentored new team members to train in system use and compliance.

Consistently maintained >99% accuracy and helped the team exceed on-time delivery KPIs (99% vs. 96% target).

Oversaw internal projects and special assignments, ensuring milestone-based progress and on-time completion while handling high volume inquiries.

Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Customer Relations Specialist

Colonial Sash and Door – Frederick, MD

Entered and processed high volumes of customer orders with a high degree of accuracy to assist Project Managers while managing internal calendars, organizing digital filing systems and coordinating deliveries.

Supported account lifecycle management, including usage audits, issue resolution, and proactive client communication to ensure retention and satisfaction.

Handled incoming high-stakes customer inquiries with professionalism, providing detailed product information, technical support, and order updates, acting as project coordinator with a focus on long-term relationship retention.

Followed up with customers and internal departments to resolve issues related to invoicing, delivery errors, and return requests.

Maintained clear, professional written and verbal communication with clients and cross-functional departments, including sales, warehouse, and finance.

Increased up-selling and client conversion rate through proactive outreach.

Balanced high volumes of calls and emails while maintaining detailed account records and timelines.

Assistant Teacher

Church of the Brethren Learning Center – Frederick, MD

Provided individualized instructional support to students and teachers across three classrooms.

Contributed to curriculum development and long-term educational planning.

Led engaging classroom activities to foster cognitive, physical, and social development.

Supported enrollment and community outreach by organizing and promoting public relations events.

Registered Veterinary Technician

Multiple Veterinary hospitals – Baltimore, MD Area

Assisted in surgeries, monitored anesthesia, provided post-operative care, catheter placement and blood draws in high-volume clinical settings.

Delivered compassionate, high-quality care and built strong client relationships.

Educated clients on pet behavior, general care, and medications.

Managed clinical inventory and conducted laboratory procedures—including fecal exams, hematology, urinalysis, and SNAP tests—using both manual techniques and diagnostic equipment such as IDEXX analyzers.

Triaged patients in emergency settings; supervised and trained junior staff and new employees.

Education

Early Childhood Education Certificate

Frederick Community College - Frederick, MD

Veterinary Technology Veterinary Medicine AAS

Community Colleges of Baltimore County - Baltimore, MD

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