Administrative Assistant Customer Support

Professional Summary

Highly experienced Administrative and Customer Support Professional with over 25 years of diverse industry experience, providing exceptional support to executive leadership and cross-functional teams. Recognized for excellence in organization, time management, and multi-project coordination in high-pressure environments. Demonstrates a strong customer-focused mindset, with proven success in streamlining processes, improving service delivery, and maintaining confidentiality. Adept in managing front- and back-office operations, calendar management, correspondence, event planning, and HR support. Known for a strong work ethic, adaptability, and collaborative spirit, with the ability to interact effectively across all levels of an organization.

Technical Skills: Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), Salesforce, DPS background systems, IT Help Desk support, and experience in user testing and troubleshooting.

PROFESSIONAL EXPERIENCE

EQUALITY CORPORATION, Dallas, TX

Administrative Assistant April 2020 - Present

Performed administrative duties for senior level management

Responsible for emailing e-brochures and other correspondence, screening calls, managing calendars, making travel arrangements, meeting and event arrangements, preparing reports, training and supervising other support staff, and customer relations

Assisted HR with interview scheduling, skills testing, background checks, benefits and process payroll

The requirements were strong computer and Internet research skills, flexibility, excellent interpersonal skills, and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors

Sensitivity to confidential matters

RANDSTAD STAFFING/CEVA LOGISTICS, Dallas, TX

Accounting Assistant November 2019 – March 2020

Read, analyzed, and interpreted general business periodicals, professional journals, technical procedures, or governmental regulations

Developed and maintained excellent service to internal and external customers

Coordinated rating, auditing, and billing functions

Researched and resolved data entry problems

Ensured processes and operations comply with applicable laws, rules and regulations

Provided completed daily, weekly, and monthly reports for business or financial performance

Performed other duties as assigned

CORNERSTONE STAFFING/YPO, Irving, TX

Renewal Specialist/Call Center February 2019 – July 2019

•Managed large amounts of incoming calls and emails

•Identified and assessed customers’ needs to ensure timely resolution and satisfaction

Provided accurate, valid and complete information using technology tools, training material and available resources

Met team customer service targets and call handling SLAs

Handled member complaints, provide appropriate solutions and alternatives within the time limits; followed up to ensure resolution

Kept records of customer interactions in Salesforce

Followed communication procedures, guidelines and policies

POLLMAKERS, Arlington, TX

Agent/Call Center/Remote August 2018 –November 2019

Made outbound calls to constituents throughout the US gathering information regarding political and social issues

Call potential clients providing information regarding products and services

CORNERSTONE STAFFING/ARLINGTON HOUSING AUTHORITY, Arlington, TX

Front Desk Housing Administrative Assistant March 2017 – May 2018

Greeted and assisted clients to make them feel comfortable and welcome

Collected data and provided information within the scope of Arlington Housing Authority

Assisted AHA clients with annual recertification paperwork

Served as a Liaison between AHA clients and caseworkers

Performed clerical and administrative duties, including data entry, preparing and processing various documents, and maintaining client database files

Coordinated and scheduled meetings and appointments as requested

Explained the nature of AHA programs, procedures and services to clients

Maintained absolute confidentiality of work-related issues, client records and AHA information

Performed background checks using the DPS system

Supported the relationship between AHA and the constituent population by demonstrating courteous and cooperative behavior when interacting with clients, visitors, and AHA staff

EQUALITY CORPORATION, Dallas, TX

Administrative Assistant June 2010 - February 2017

Performed administrative duties for senior level management

Responsible for emailing e-brochures and other correspondence, screening calls, managing calendars, making travel arrangements, meeting and event arrangements, preparing reports, training and supervising other support staff, and customer relations

Assisted HR with interview scheduling, skills testing, background checks, benefits and process payroll

The requirements were strong computer and Internet research skills, flexibility, excellent interpersonal skills, and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors

Sensitivity to confidential matters

FIRST COMMAND FINANCIAL, Fort Worth, TX

Customer Service/Research and Resolution Analyst May 2007 - May 2010

Researched and analyzed customer’s accounts to identify problems

Responsible for making necessary adjustments and corrections

Responsible for contacting the client or financial advisor via phone, via email or via mail informing them of the final resolution

Worked closely with financial advisors, management and financial service analyst

Financial Service Analyst /IT Help Desk/Call Center February 2005 - May 2007

Provided customer service regarding mutual fund transactions and act as a resource to business partners for information regarding the distribution process

Resolved issues regarding delayed transactions and ensured that client’s problems were resolved accurately and timely

Responsible for timely execution of requests for distributions, contributions and transfers from retirement accounts in compliance with the Internal Revenue Service (IRS) and Security Exchange Commission (SEC) regulations

Responsible for staying current by reading information about current rules and regulations, changes concerning each fund company, the IRS and First Command

Responded to incoming helpdesk calls regarding system access and password resets. Escalated unresolvable incidents to IT

EQUALITY CORPORATION, Dallas, TX

Administrative Assistant January 2000-January 2005

Greeted and directed all visitors, including vendors, clients, job candidates and customers.

Responsible for incoming calls and performed general administrative duties.

Assisted HR with job applicant’s paperwork, assist with applicant testing, sign-in and security procedures.

Assisted other administrative staff with overflow work, including data entry and Internet research tasks

GTE, Dallas, TX

Billing/Orders Analyst/Call Center February 1997-October 1998

Analyzed and interpreted customer request for installation, removal and changes of telephone service.

Researched and resolved billing inquires, other inquires and complaints.

Made minute by minute decisions and initiated appropriate action that would result in customer satisfaction.

Collected delinquent bills mainly by contact with customers and determined customer credit ratings when necessary.

Recommended and sold services to customers.

Responsible for accurately computing and providing customers their adjustments, balances and rates.

Met service goals and deadlines to meet customers’ needs promptly, accurately and courteously.

FIDELITY INVESTMENTS, Dallas, TX

Financial Service Analyst/Call Center October 1990-November 1996

Responsible for the timely execution of requests for distributions, contributions and transfers from retirement accounts in compliance with the Internal Revenue Service (IRS) and Security Exchange Commission (SEC) regulations.

Analyzed and interpreted customer request concerning their retirement accounts.

Responsible for mutual fund transactions, wire transfers and acted as a resource to business partners for information regarding the distribution process.

Resolved issues regarding delayed transactions.

Selected to represent the Retirement Distribution Department on the company’s C-Stamp Project, a strategic initiative focused on testing and evaluating internal systems. The goal of the project was to improve operational efficiency and enhance customer service by streamlining processes, increasing accuracy, and accelerating service delivery.

Other Work Experience

NEWPORT HOME HEALTH AGENCY, Grand Prairie, TX

Part-Time Caregiver August 2021 – November 2021

LUCENT HOME HEALTH AGENCY, Dallas, TX

Part-Time Caregiver January 2021 – July 2021

AGAPE HOME HEALTH AGENCY, Dallas, TX

Part-Time Manager January 2020 – August 2020

GIRLING COMMUNITY CARE, Dallas, TX

Part-Time Caregiver July 2011 – December 2019

EDUCATION

Alcorn State University, Business Administration, B.S. Degree, May 1988

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