Executive Assistant & Customer Service Specialist
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
• Provide administrative front office support to the ETA OWI SES and 2 Deputy Administrator by performing a wide variety of recurring and non-recurring assignments and special studies and projects.
• Assists the SES and key staff in management planning, policy, and decision-making sessions.
• Review 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), Congressional non-casework, memos and letters for editorial quality and consistency and compliance with established style, format, and content guidance.
• Examine 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.
• Support analysis of issues and recommends options during managerial planning and policy formulation.
• Develop and monitor 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.
• Master Timekeeper for all Office of Workforce Investment (OWI) staff
• Subject Matter Expert on the Correspondence Tracking System (CTS). This system is used throughout Department of Labor for the creation and processing of Education and Training Administration records, as well as processing of external correspondences and internal memo assignments.
• Author of the Correspondence Tracking System (CTS) User Guide to be used for submission of controlled correspondences into the Central Control Unit for the purposes of agency, departmental and program office clearance.
• Conduct one-on-one and full OWI staff trainings on the Correspondence Tracking System (CTS).
• Provide guidance and input in creating courses or strategies for completing tasks for the Professional Development Committee of the Office of Workforce Investment.
• Serve as Purchase Card Holder which includes purchasing of 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.
• Monitor OWI budget to ensure the availability of funds for office supply purchases, travel, trainings, and conferences.
• Investigate 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.
• Manage 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.
• Provide 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. 2
Outreach Coordinator (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 new 10 smaller community engagement programs/events for P&G Behavioral clients.
• Participated 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.
• Worked with Community Social Worker (CSW) with inputting client notes into the Credible system database.
• Created and conducted 5 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.
• Developed and maintained strategic relationships with stakeholders for sponsorships and partnerships.
• Performed 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.
• 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. 3
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 transfer to the appropriate party.
• Served 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 an inviting front desk and coffee service area
• Processed/sorted incoming resident packages.
• Completed all data entry/computer requirements accurately daily.
• Scheduled and monitor move-ins and outs.
• Walked through property to ensure that the property is secured.
• Stepped in as tour guide to potential renters.
Executive Assistant to CEO
CureSearch for Children's Cancer - Bethesda, MD
October 2018 to January 2019
• Supervised a complex and detailed calendar for all activities, events, meetings, domestic and international travel, conferences, and Board of Directors activities.
• Managed staff and external meetings for CEO, including scheduling, preparing CEO for meeting, capturing notes, and ensuring prompt follow-up.
• Drafted and supervised the preparation of general correspondence, memos, presentations, and reports, etc. ensuring accuracy and clarity of all materials released by the CEO and Executive Office.
• Drafted, edited, and distributed communication materials (Board packets, briefs, internal communications, etc.) for circulation by the CEO.
• Researched information to be sent out to donors, external stakeholders, potential business partners, board members, etc.
• Acted as liaison with Board Members, Major Donors/prospects, and outside organizations; handle confidential and non-routine information.
• Planned Board meetings, including meeting logistics, meeting minutes and follow up.
• Developed and maintained 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.
Executive Assistant
Prairie Quest Consulting – Office of Neighborhood Safety and Engagement (ONSE) – Washington, DC April 2016 to October 2018
• Reviewed critical and sensitive documents for Executive Director, Chief of Staff and Director of Operations.
• Performed timekeeping functions using the Department of Employment Services TMS system to include review and validation of timesheets for 21 Pathways participants.
• Entered client intake information into the VOS system for 21 program participants, which included adding weekly case management notes to active participants’ file.
• Researched paid and volunteer activities for the 21 participants of the Pathways program to ensure participants received community service credit.
• Monitored and tracked the activities of each of the Pathways participants, compiled the data into report form for program audits.
• Dispensed and set-up auto-load account for smart trip cards for 21 program participants.
• Coordinated and controlled the Executive Director's appointments and scheduling, including all logistics involving meetings, conferences, Council hearings, etc.
• Managed purchase card systems and processes.
• Prepared analytical data for the Executive Director for internal meetings, ensuring that the appropriate information has been gathered and reviewed for accuracy.
• Prepared travel documents for the Executive Director and Chief of Staff for approval.
• Responded to inquiries and administrative issues on behalf of the Executive Director via email, telephone or face to face. This included stakeholders, the Office of the Mayor and other DC government and non-profit organizations. 4
• Reviewed incoming correspondence and reports on behalf of the Executive Director to identify complex/unusual problem areas involving administrative issues.
• Ensured all information and materials accurately reflect ONSE policies, strategies, and initiatives, which included development of new processes to
• Discussed information with appropriate staff and provided recommendations for resolving significant technical or administrative issues.
• Coordinated staff assignments pursuant to the Executive Director's, Chief of Staff or Director of Operations instruction.
• Oversaw requisitions for office supplies, furniture, and IT needs.
• Facilitated special projects as assigned by the Executive Director, Chief of Staff or Director of Operations, which may involve producing reports, organizing committees, workshops or other gatherings, and developing office activities.
• Served as facilitator for the collection of information and data from staff and ensures that critical deadlines are met. Marketing and Outreach Assistant
Prairie Quest Consulting – US Patent and Trademark Office March 2014 to April 2016
• Provided administrative support to the Employment Patents Division Chief and the Marketing and Outreach Analyst.
• Maintained conference room schedule and usage using Microsoft Outlook.
• Managed Division Chief calendar in Microsoft Outlook.
• Performed and assisted with various special projects as need by team lead and Division Chief.
• Distributed mail to Patents department staff and Division Chief.
• Managed email account for recruitment and marketing.
• Created travel folders for travelers to include itinerary, logistics fact sheet, career fair recruitment information, hotel information, driving directions and tax-exempt form.
• Answered and follow-up on emails with regards to recruitment and marketing.
• Performed timekeeping functions using WebTA to include setup and deletion of employees, review/validate timecards for 15 employees.
• Trained and arranged training for contracting staff on the CONCUR system, document control and management methods, and office procedures, including the identification of special training needs of staff to improve their knowledge and understand of USPTO travel procedures and policies as they relates to the operation of the office.
• Generated cost estimates for recruitment events and various cost comparisons for travelers.
• Received telephone calls regarding recruitment and employee travel.
• Submitted and update weekly status reports.
• Maintained and update monthly leave calendar for Patent division employees.
• Arranged and updated travel for employees and recruiters.
• Processed travel authorizations and vouchers in Concur system.
• Set-up and conduct meetings using WebEx on the travel process for recruitment events.
• Sent and received shipments to various multiple recruitment events.
• Created and updated spreadsheet reports on various recruitment activities.
• Created accounts and registration for seasonal career fairs at college, universities, and veteran's events.
• Processed payment routing and approval for various events, materials, and office supplies.
• Researched terms and conditions for outreach events at colleges, universities, or veteran events. Executive Assistant
Atlantic Services Group, Inc - Washington, DC
October 2012 to March 2014
• Managed and maintained the Executive schedule, including scheduling travel and conferences, making appointments, and making changes to appointments.
• Answered and directed calls to appropriate staff, taking messages.
• Greeted visitors and determined access to appropriate staff.
• Oversaw administrative policies within the organization and within the office, recommended changes as appropriate.
• Opened, sorted, and distributed correspondence, including email, faxes, and snail mail.
• Read and analyzed correspondences, agendas, memos and determined significance, routing to appropriate personnel in a timely and efficient manner.
• Prepared reports collected and analyzed information, prepared presentations for internal and external stakeholders. 5
• Developed and utilized historical information; provided retrieval of information. Recorded meeting discussions and provided minutes.
• Conducted advanced data research tasks.
• Maintained inventory and office supplies. Anticipated office needs; evaluated new office products; placed and often expedite orders when necessary.
• Ensured operation of office equipment, ordered maintenance when necessary. Troubleshoot malfunction of office equipment.
• Reconciled and monitored finances, which included company credit card usage and reconciliation, assist with budget preparation.
• Trained clerical staff on office equipment, policies, and procedures, arranged for setup on new computers and logging of new employees in database.
• Liaised with ‘external stakeholders on behalf of company executives to continue effective relationships.
• Prepared executive responses to routine memos, letters, or correspondence.
• Prepared check request for signature and review.
• Provided clerical and general office support to other Managers. Delegated tasks and responsibilities to other staff members when appropriate.
• Prepared and developed a records management system; maintain and recommend changes to records system when appropriate.
• Interacted with customers when appropriate and problem solved. Documented complaints and develop an appropriate course of action. Reported problems to executives when they cannot be resolved for attention. Administrative/Training Coordinator
National Community Reinvestment Coalition - Washington, DC June 2009 to June 2012
• Handled logistics for the national training, testing, compliance, and enforcement programs, including registration, travel arrangements; hotel rooming list, creating and copying certificates, and shipping materials.
• Assisted in the grant writing process for funding.
• Served as liaison on behalf of the Director to members, non-profit and governmental agencies, the financial services industry, and the public.
• Managed the Director's and Assistant Director's complex and frequently changing travel arrangements and coordinated the pre-planning of trips.
• Managed external contacts for Director and kept track of periodic email communications needed for priority contacts.
• Conducted phone intakes for services while providing exceptional customer service.
• Provided administrative support, including the composition and preparation of routine correspondence and presentations using computer software applications for the Director and Assistant Director.
• Provided receptionist relief for organization receptionist.
• Prepared and coordinated mail, faxes, and express packages.
• Assisted in the creation and production of program marketing collateral material.
• Prepared invoices for payment, managed and tracked requests for payments by vendors and testers.
• Updated and maintained training materials and provided training to back-up and temporary personnel.
• Advised Director and Assistant Director on any issues related to departmental/organizational challenges.
• Created and maintained a test and tester database management system.
• Prepared internal and external documents and followed up on timelines and deliverables.
• Attended project meetings and prepared meeting minutes and action items.
• Processed travel expenses and reimbursements.
• Researched, proposed, and implemented vendor services to decrease costs to organization. EDUCATION
Certificate Program in Project Management
University of the District of Columbia Community College - Washington, DC High School Diploma
6
Ballou High School - Washington, DC
TRAININGS
Contracting Officer's Representative Level I - Certificate - January 12, 2022 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
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