Remote Administrative Specialist with 20+ Years Experience
Resume:
Tonia Lawrence
Raleigh, NC ***10
*********@*********.***
Objective: To apply my 20+ years of customer service and administrative experience in a professional level and work in an atmosphere that provides challenges and room for advancement.
Education:
Shaw University, Raleigh, NC
Major: Public Administration
Carolina Trucking Academy, Raleigh, NC
CDL- Class A
Experience:
CaptiveAire- Commercial Ventilation Technologies
Regional Service Administrator
3/27/2024-3/2025
Taking Customer Service Calls & Emails from customers, techs & sales regions and sending service request information to Region’s District Service Manager
Creating Work Orders
Creating estimates & quotes and sending them out of field Link.
Following up when not receiving an approved quote or payment information from customer.
Scheduling and confirming appointments with regions and customers.
Adding appointments and admin logs to the Field Link calendar.
Daily review of appointments for the next day to ensure all appointments are confirmed, and site contact information has been received.
Review/submitting of footwear purchases for techs.
Time-sheet review for HR of region time punches.
Creating follow-ups after sending checklist to General Contractors and/Or Project Managers for commissioning of equipment.
Submitting customer credit applications to accounting for approval of terms.
Assisting techs with filling out security clearance forms to access government sites.
Requesting Certificates of Insurance.
Reviewing Certify Expense reports from Field Technicians travel reimbusement.
Daily review of the Field Link dashboard on work order conflicts and follow-up to close out work orders.
Talking with my regions’s District Service Manager during the day to go over any scheduling questions, etc.
Weather Master - HVAC, Plumbing and Electrical
Construction Admin.
8/23/20233-11/9/2023
Supported the plumbing office with day-to day business needs.
Maintained construction job client files.
Worked closely with Builders via email for scheduling.
Responsible for pulling plumbing permits and scheduling inspections for various new home construction.
Created and maintained report in MS Office Construction Software and Google Docs.
Filed and submitted daily work orders.
Assisted Project Managers and Field Supervisors for scheduling new plumbing installs for new hme construction.
Communicated at high level with a diverse group of construction/community project managers
Responsible for checking Vendor Portal daily for any schedule changes.
Point of contact via email and/or documentation on a variety of new construction residential projects that may require punch work or warranty work.
Bryant Durham Electrical/HVAC Services,
(Admin Assistant/ Dispatch Coordinator
3/2015-9/2021
Responsible for day-to day operations of hvac and electrical technicians
Scheduled work orders for customers
Created routes for technicians and scanned routes throughout the day to keep technicians productive.
Responsible for pulling permits and scheduling inspections for new installations.
Tracked customers for yearly and semi-annual maintenance.
Invoiced and collected on past due invoices.
Requested PO’s as needed
Sears Holdings
(Dispatch/Route Specialist)
9/2010 – 2/2015
Answering multi-line phones
Dispatched field technicians
Responsible for design and implementation of the routing solution for the technical workforce.
Lead staffing calls and Target 3 work session to facilitate daily/weekly seasonal change overs.
Communicated with District Staff to ensure alignment and execution to route design plans.
Optimizes customer satisfaction by ensuring that the right tech is available at the time the customer needs.
Worked closed with technical managers to prepare for annual vations and /or 6 day work weeks as needed.
Affiliated Computer Services,
(Customer Care Specialist)
10/2006 – 8/2010
Responded to telephone inquiries using standard policies/procedures
Gathered information, researched/resolved inquiries nd logged customer calls.
Communicated appropriate options for resolutions in a timely manner.
Communicated information in reference to eligible expenses for flexible spending, health spending and health reimbursement accounts.
SHPS Healthcare, Inc.
Quality Assurance Specialist
3/2002 -7/2006
Ensured educational materials and/or documents met program specifications and expectations.
Ensured all documents were properly tested and validated.
Administered execution of test plans.
Checked “Beta Status” for verification of initial release of document for production.
Verified approvals were registered before releasing final production.
North Carolina Office of State Personnel
Administrative Assistant
12/9/2000 – 8/2000
Provided administrative support to State Personnel Commission Administrator, Employee Relations Manager and (9) Governor appointed State Personnel Commissioners.
Complied information for employee grievances filed with the State Personnel Commission for hearings scheduled throughout the year.
Corresponded with the Petitioner and/or Respondent relating to case scheduling.
Corresponded with Council for the Commission, NC Attorney General’s office and the Office of Administrative Hearings.
Dispatch Software: Maxwell, Jonas, Sage, Success Ware, Field Link, Nola, Gantt
(Microsoft Office, Word, Outlook, Google Docs, Excel)
Special Training/Certifications:
CPR, First Aid, Administering Medications and Seizure Management,Volunteer Crisis Counselor with Interact of Wake County
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