Customer Service Call Center
Resume:
LISA L. YOUNG
Temple Hills, MD *****
*****.****.*@***.***
Driven professional adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives.
WORK EXPERIENCE
Staff Assistant
US Department of Labor - Washington, DC March 2020 to Present
Provides administrative front office support to the ETA OWI SES and 2 Deputy Administrators by performing a wide variety of recurring and non-recurring assignments and special studies and projects.
Support the SES and key staff in management planning, policy, and decision-making sessions.
Reviews Training and Employment Guidance Letter’s (TEGL), State Waivers Request, Federal Register Notice’s (FRN), Training and Employment Notice’s (TEN), Funding Opportunity Announcement’s (FOA), Freedom of Information Act (FOIAs), Congressional non-casework, memos and letters for editorial quality and consistency and compliance with established style, format, and content guidance.
Examines high-level requests and correspondences received from the White House, Executive Offices, Congress, State, and local government officials and ensures that timely, appropriate responses are made by the appropriate staff.
Supports analysis of issues and recommends options during managerial planning and policy formulation.
Develops and monitors a tracking process of high-level correspondence statuses for reporting to the Central Correspondence Unit.
Regularly reviews OWI program office guidance and other program correspondence to prepare for clearance submissions; programs offices include the Division of Adult Services, Division of Youth Services, Division of Strategic Investments, Division of Indian and Native American Program, and the Division of National Programs, Tools, and Technical Assistance.
Serve as the HR Liaison back up the Executive Officer supporting end to end recruitment and hiring efforts.
Support the development and implementation of talent management plans to close staffing and competency gaps, manage staff surpluses, maintain the strengths of the existing OWI workforce and to mitigate risks.
Master Timekeeper for all Office of Workforce Investment (OWI) staff
Utilizing various OHR reports to measure milestones with targets for each strategic human capital goal/objectives within the Agency Management Plan specific to OWI human capital milestones.
Subject Matter Expert on the Correspondence Tracking System (CTS). This system is used throughout Department of Labor for the creation and processing of Employment and Training Administration records, as well as processing of external correspondences and internal memo assignments.
Certified Department of Labor (DOL), Education and Training Administration, Equal Employment Opportunity (EEO) Counselor.
Author of the Correspondence Tracking System (CTS) User Guide, used by administrative staff for submission of controlled correspondences into the Central Control Unit for agency, departmental and program office clearance.
Conducts one-on-one and full OWI staff trainings on the Correspondence Tracking System (CTS).
Provides guidance and input in creating courses or strategies for completing tasks for the OWI Professional Development Committee.
Serves as a Purchase Card Holder, responsible for purchasing OWI supplies, running purchase reports for any outstanding approvals, management of new vendor forms, reconciliation of purchases using the NCFMS system and keeping hard and electronic files of all purchases.
Monitors OWI budget to ensure the availability of funds for office supply purchases, travel, trainings, and conferences.
Investigates issues to establish the nature and scope of identified problems and defines the array of alternative methods and techniques available to resolve them.
Performs a variety of special assignments and projects which cross program lines of authority and may be of a sensitive or high priority in nature.
Manages accountable property including property receiving and documentation, property record reconciliation, annual full property inventory process, excess/pickup process, moves, name changes.
Arranges meeting logistics (audio visual, room set up, special accommodations, etc.) for events coordinated by the department, including, but not limited to on-site and off-site meetings, conferences, all staff meetings, and presentations. Identifies meeting content, assigns agenda development and material preparation, identifies issues, and ensures follow up. Brings critical issues to the attention of the Departmental leadership and other Federal agencies if applicable with recommendations.
Provides travel coordination for the OWI Front Office SES using E2 Solutions which also include travel authorization and vouchers. All following the DOL travel policy and the Federal Travel Regulations.
Outreach Coordinator (1099, Part-Time)
P&G Behavioral Health Services – Washington, DC
January 2022 to January 2024
Worked with DC government to plan and organize 25 community events for underserved communities such as the homeless, mentally challenged, drug addicted to help facilitate the resources needed for these communities.
Created 10 new smaller community engagement programs/events for P&G Behavioral clients.
Participates in field outreach to the underserved communities to encourage resident participate in upcoming events or programs.
Proofread Community Social Worker intake/intervention notes for editorial quality, consistency and compliance with established style, format, and content guidance.
Works with Community Social Worker (CSW) to input client notes into the Credible system database.
Created and conducted five informational presentations per year about P&G to various groups to inform them of the mission and upcoming programs of P&G Behavioral Health.
Researched and collected data and information on possible donors, events, and venues that may be useful to the agency.
Develops and maintain strategic relationships with stakeholders for sponsorships and partnerships.
Performs administrative duties, including monitoring a budget of $75,000.00, reporting financial issues to Director, and finalizing paperwork for payment.
Executive Assistant
Department of Energy, Office Small Disadvantage Business Utilization – Washington, DC
January 2019 to March 2020
Supervised a complex and detailed calendar for all activities, events, meetings, domestic travel, conferences for a White house political appointee Director, the Deputy Director, Director of Operations and Outreach staff of 5 for the Office Small Disadvantage Business Utilization at the Department of Energy.
Responded to administrative and programmatic inquiries via email or telephone.
Executed independent decisions within established guidelines and perform a full range of administrative services, records management to include organizing and maintaining a shared and central filing systems, drafting correspondence, documents, and emails, using strong writing, and editing capabilities and discretion for those with sensitive information. Answer incoming customer calls and provide telephone backup. Act as gatekeeper for the Director and Deputy Director and Director of Operations.
Managed correspondences using eDocs.
Assisted Administrative Coordinator in procurement, purchase documentation and placing orders with vendors for office supplies and equipment.
Served as liaison on behalf of the Director and Deputy Director to governmental agencies, staff and the public and other political members.
Entered customer information into the Customer Care Smartsheet system for response by an Outreach staff person.
Managed the event log and event briefing sheet in Smartsheets.
Created and monitored surveys to obtain data on customer care satisfaction. Run statistical reports on closed, open, and pending Customer care request for meetings and respond via email. Analyze the data captured by surveys and report findings.
Managed the Small Business mailbox in Outlook and respond to email accordingly.
Assisted Acquisition Specialist with logistics on special events for the OSD staff including the Director and Deputy Director.
Sent out and receive logistical information for speaking engagements for the Director or Deputy Director.
Ran a bi-weekly report on OSD schedules of office coverage and attendance for submission to the Deputy Director.
Prepared travel documents including authorizations and vouchers for the Director, Deputy Director and Outreach staff for approval in Concur.
Sent and received shipments to various multiple small business events.
Prepared data for the Deputy Director for internal and external meetings, ensuring that the appropriate. information has been gathered and reviewed for accuracy, which include talking points and briefing materials.
Reconciled credit card reimbursement for Director and Deputy Director.
Arranged for ground transportation for Director, Deputy Director, i.e., limousine, Uber, Lyft, taxi to travel to and from airport and external meetings.
Maintained conference room schedule, using Microsoft Outlook.
Concierge
JBG Smith – Washington, DC
October 2018 to January 2019
Welcomed current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.).
Managed all incoming inquiries and warmly transferred to the appropriate party.
Act as liaison between customers, guests, and JBG associates.
Resolved issues or concerns with customer and business needs in mind.
Diffused and redirected difficult situations.
Maintained an organized and inviting front desk.
Processed/sorted incoming resident packages.
Completed all data entry/computer requirements accurately daily.
Executive Assistant
Department of Energy, Office Small Disadvantage Business Utilization
January 2019 to March 2020
Supervise a complex and detailed calendar for all activities, events, meetings, domestic travel, conferences for a White house political appointee Director, the Deputy Director, Director of Operations and Outreach staff of 5 for the Office Small Disadvantage Business Utilization at the Department of Energy.
Respond to administrative and programmatic inquiries via email or telephone.
Execute independent decisions within established guidelines and perform a full range of administrative services, records management to include organizing and maintaining a shared and central filing systems, drafting correspondence, documents and emails, using strong writing and editing capabilities and discretion for those with sensitive information. Answer incoming customer calls and provide telephone backup. Act as gatekeeper for the Director and Deputy Director and Director of Operations.
Manage correspondences using eDocs.
Assisted Administrative Coordinator in procurement, purchase documentation and placing orders with vendors for office supplies and equipment.
Serve as liaison on behalf of the Director and Deputy Director to governmental agencies, staff and the public and other political members.
Enter customer information into the Customer Care Smartsheet system for response by an Outreach staff person.
Manage the event log and event briefing sheet in Smartsheets.
Create and monitor surveys to obtain data on customer care satisfaction. Run statistical reports on closed, open and pending Customer care request for meetings and respond via email. Analyze the data captured by surveys and report findings.
Manage the Small Business mailbox in Outlook and respond to email accordingly.
Assist Acquisition Specialist with logistics on special events for the OSD staff including the Director and Deputy Director.
Send out and receive logistical information for speaking engagements for the Director or Deputy Director.
Run a bi-weekly report on OSD schedules of office coverage and attendance for submission to the Deputy Director.
Prepare travel documents including authorizations and vouchers for the Director, Deputy Director and Outreach staff for approval in Concur.
Send and receive shipments to various multiple small business events.
Prepare data for the Deputy Director for internal and external meetings, ensuring that the appropriate information has been gathered and reviewed for accuracy, which include talking points and briefing materials.
Reconcile credit card reimbursement for Director and Deputy Director.
Arrange for ground transportation for Director, Deputy Director, i.e., limousine, Uber, Lyft, taxi to travel to and from airport and external meetings.
Maintain conference room schedule and use using Microsoft Outlook.
Concierge (part-time)
JBG Smith
October 2018 to January 2019
Welcome current/prospective residents and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake).
Manage all incoming inquiries and warmly transfer to the appropriate party.
Act as liaison between customers, guests, and JBG associates.
Resolve issues or concerns with customer and business needs in mind.
Diffuse and redirect difficult situations.
Maintain an organized and inviting front desk.
Process/sort incoming resident packages.
Complete all data entry/computer requirements accurately daily.
Executive Assistant to CEO
CureSearch for Children's Cancer
October 2018 to January 2019
Supervise a complex and detailed calendar for all activities, events, meetings, domestic and international travel, conferences and Board of Directors activities.
Manage staff and external meetings for CEO, including scheduling, preparing CEO for meeting, capturing notes and ensuring prompt followup.
Draft and supervise the preparation of general correspondence, memos, presentations and reports, etc. ensuring accuracy and clarity of all materials released by the CEO and Executive Office.
Draft, edit and distribute communication materials (Board packets, briefs, internal communications, etc.) for circulation by the CEO.
Research information to be sent out to donors, potential business partners, board members, etc.
Act as liaison with Board Members, Major Donors/Prospects and outside organizations; handle confidential and non- routine information.
Plan Board meetings, including meeting logistics, meeting minutes and follow up.
Develop and maintain strong working relationships with those organizations and individuals with which the CEO conducts business which includes staff at all levels of the organization and with key partner and donor organizations worldwide.
EDUCATION
Certificate Program in Project Management, University of the District of Columbia Community College - Washington, DC
High School Diploma, Ballou Stay High School - Washington, DC
TRAININGS
Contracting Officer's Representative Level I - Certificate – September 2024
Diversity, Equity, Inclusion and Accessibility (DEIA) Facilitator Training - October 2022
GSA SmartPay Purchase Card Training (Account Holder) – Certificate – August 09, 2022
GSA SmartPay Travel Card Training – October 2022
Section 508 MS Office Accessibility Checker Focus Training – Certificate – February 2021
Equal Employment Opportunity, Certificate, September 2024
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