Administrative Assistant with Strong Office Support Skills
Resume:
Angel McCray
Orlando, FL *****
**********@*****.***
Authorized to work in the US for any employer
Work Experience
Administrative Assistant/Secretary
Handy D LLC Handyman and home repair services-Orlando, FL February 2021 to Present
• Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database or presentation software.
• Perform general office duties, such as ordering supplies, maintaining records management database systems, and perform basic bookkeeping work.
• Answer phones, take messages and respond to emails.
• Arrange and schedule appointments, travel, hotel accommodations and updating calendars.
• Maintaining and ordering office supplies.
Administrative Assistant/Secretary
Handy D LLC Handyman and home repair services-Orlando, FL February 2021 to Present
• Prepare invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database or presentation software.
• Perform general office duties, such as ordering supplies, maintaining records management database systems, and perform basic bookkeeping work.
• Answer phones, take messages and respond to emails.
• Arrange and schedule appointments, travel, hotel accommodations and updating calendars.
• Maintaining and ordering office supplies.
Call Center Customer Service Representative
Kaiser Permanente-Fulton, MD
December 2019 to December 2020
• Responds to request for assistance and/or possible processing of credit card authorization.
• Handled customer complaints in a courteous and professional manner.
• Provided assistance to patients with choosing the appropriate health care plan.
• Provided accurate and appropriate information to customers inquiries.
• Provided real-time customer support via web chat and messaging platforms,
• Multitasked between multiple chat conversations while accurately documenting interactions in CRM systems
Call Center Agent/Customer Service Representative
NHTSA - Calverton, MD
Present
Determines requirements by working with customers.
• Answers inquires by clarifying desired information.
• Resolves problems by clarifying issues researching and exploring answers.
• Fulfills requests by clarifying desired information
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring the clients feel supported and valued.
• Utilizing software, databases, scripts and tools appropriately.
• Engaging in active listening with callers, confirming information and diffusing angry customers as needed.
Healthcare Customer Service Representative
Kaiser Permanente-Fulton, MD
December 2019 to November 2020
• Responds to request for assistance and/or possible processing of credit card authorization.
• Handled customer complaints in a courteous and professional manner.
• Provided assistance to patients with choosing the appropriate health care plan.
• Provided accurate and appropriate information to customers inquiries. Call Center Agent/Customer Service Representative
NHTSA-Calverton-MD
October 2017 to December 2019
Determines requirements by working with customers.
•Answers inquires by clarifying desired information.
•Resolves problems by clarifying issues researching and exploring answers.
•Fulfills requests by clarifying desired information
•Responding efficiently and accurately to callers, explaining possible solutions, and ensuring the clients feel supported and valued.
•Utilizing software, databases, scripts and tools appropriately.
•Engaging in active listening with callers, confirming information and diffusing angry customers as needed.
Call Center Agent
Miss Utility-Hanover, MD
January 2017 to October 2017
• Follow communication script when handling different topics.
• Identity customers needs, clarify information, research every issue and provide solutions/and or alternatives
• Obtain client information by answering telephone calls verifying information
•Inform clients by explaining procedures answering questions, providing information
•Managing large amounts of inbound calls in a timely manner Front Desk Agent
Spring Hill Suites-Columbia-Valle del Cauca
August 2016 to January 2017
• Greet guests and patrons as they arrive
• Manage the registration process
• Handle guest check-ins and check-outs appropriately
• Operate hotel switchboard, take calls and provide information and transfer calls
• Manage accurate accounting of all rooms
• Provide guests with room keys and call for bellboys
• Take reservations over the telephone, through emails and in person
• Answer inquiries regarding the hotel's services, charges, dining facilities, and travel directions
• Refer guests to appropriate departments to resolve complaints or provide suggestions
• Compute bills and take payments
• Provide guests with directions around the hotel
• Contact housekeeping and maintenance departments when a problem is reported
• Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
• Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift Front Desk Agent
Spring Hill Suites Columbia-Columbia, MD
August 2016 to January 2017
• Greet guests and patrons as they arrive
• Manage the registration process
• Handle guest check-ins and check-outs appropriately
• Operate hotel switchboard, take calls and provide information and transfer calls
• Manage accurate accounting of all rooms
• Provide guests with room keys and call for bellboys
• Take reservations over the telephone, through emails and in person
• Answer inquiries regarding the hotel's services, charges, dining facilities, and travel directions
• Refer guests to appropriate departments to resolve complaints or provide suggestions
• Compute bills and take payments
• Provide guests with directions around the hotel
• Contact housekeeping and maintenance departments when a problem is reported
• Explain appropriate use of keys and ensure that guests are satisfied with the rooms allotted to them
• Balance cash at the end of the shift and generate accounting reports for the benefit of the next shift Front Desk Agent
Homewood Suites by Hilton-Laurel, MD
August 2015 to August 2015
to August 2015 to August 2015
• Greet customers and visitors as they arrive at the front desk and politely inquire into their purpose of visit
• Respond to inquiries for information in an upbeat and explanatory manner
• Seat customers and visitors in the waiting area while their requests are being serviced
• Assist in filling out registration and admission forms and take and record contact information
• Direct or lead customers / visitors to their designated departments
• Operate telephone switchboards to answer and forward phone calls to correct recipients
• Listen and respond to complaints over the telephone or in person and attempt to resolve them according to company policies
• Receive mail and ensure that it is distributed to the correct recipients
• Collect mail from staff members and make arrangements for it to be picked up by couriers
• Handle filing and records management systems by ensuring data integrity and confidentiality
• Process and prepare correspondence such as memos, letters and minutes of the meeting
• Assist in handling office supplies and equipment inventory by contacting vendors for timely deliveries
• Answer guest inquiries regarding hotel services, shopping, dining and travel directions
• Maintain front desk visitors' register to log them in and out • Ensure that the front desk and waiting areas are clean and neat throughout the day
Front Desk Agent
Sheraton Columbia Town Center-Columbia, MD
February 2013 to February 2013
to February 2013 to February 2013
• Direct and accompany guest to different facilities and functions within the hotel
• Experience using computers and workplace equipment including fax machines, copiers, and printers
• Experience computing bills, collecting payments and making change
• Answer guest inquiries regarding hotel services, shopping, dining and travel directions
• Handle guest check-in and check-outs in a professional and welcoming manner
• Make changes and confirm reservations
• Maintain records of room availability and guest accounts
• Verify that all updated reports have been run
• Accurately post charges of room, food and beverage, and phone usage, and compute guest bills using online system
Cashier
Giant Food-Columbia, MD
January 2011 to December 2011
• Greeted and assisted customers with store purchases
• Operated cash register handle customer purchases
• Accepted various forms of payments (ex: cash, checks, credit/debit cards)
• Handled and counted money and provided correct change to customers
• Bagged groceries
• Answered customer questions about store products
• Provided excellent customer service
• Counted cash at the beginning and end of the shift to make sure it matched sales
• Put away scattered merchandise
• Restocked items
Cashier
The Stained Glass Pub-Columbia, MD
January 2010 to December 2011
• Greeted guests, welcomed them into the establishment and seated them
• Monitored the open dining sections for empty and cleaned tables
• Monitored and estimated wait times for guests
• Answered the phones and placed takeout food orders
• Managed the seating area
• Acted as food server/runner
• Assisted with cleaning tables
Cashier
Giant Food-Columbia, MD
2011 to 2011
to 2011 to 2011
• Greeted and assisted customers with store purchases
• Operated cash register handle customer purchases
• Accepted various forms of payments (ex: cash, checks, credit/debit cards)
• Handled and counted money and provided correct change to customers
• Bagged groceries
• Answered customer questions about store products
• Provided excellent customer service
• Counted cash at the beginning and end of the shift to make sure it matched sales
• Put away scattered merchandise
• Restocked items
Cashier
The Stained Glass Pub-Columbia, MD
2010 to 2011
• Greeted guests, welcomed them into the establishment and seated them
• Monitored the open dining sections for empty and cleaned tables
• Monitored and estimated wait times for guests
• Answered the phones and placed takeout food orders
• Managed the seating area
• Acted as food server/runner
• Assisted with cleaning tables
File Clerk
Tracy Hobson Appraisers-Columbia, MD
January 2009 to December 2010
• Answered phone
• Filed documents
• Data Entry
• Managed appointments
File Clerk
Tracy Hobson Appraisers-Columbia, MD
2009 to 2010
• Answered phone
• Filed documents
• Data Entry
• Managed appointments
Office Assistant
Linens of the Week-Washington, DC
January 2008 to December 2009
• Answered phone
• Processed petty cash
• Filed personnel and workman's comp claim folders
• Assembled new hire packets
• Processed health insurance enrollment packages
• Other clerical duties as assigned
Office Assistant
Linens of the Week-Washington, DC
2008 to 2009
• Answered phone
• Processed petty cash
• Filed personnel and workman's comp claim folders
• Assembled new hire packets
• Processed health insurance enrollment packages
• Other clerical duties as assigned
Data Entry
Education
Upper secondary education
Bootcamp
Howard Community College-Columbia, MD
Wilde Lake High School-Columbia, MD
Skills
• Time management
• Client interaction via phone calls
• Decision making
• Multi-line phone systems
• Typing - Average typing speed (60-80 WPM)
• Computer skills
• Personal assistant experience
• Customer relationship building
• Data sorting
• Guest services
• Host/hostess experience
• CSR, Customer Service, Call Center, Customer Care, Customer Support, Credit Union ASSESSMENTS Customer Focus & Orientation
• Computer hardware
• Hospitality
• CSR
• Problem management
• Mobile devices
• Microsoft Excel
• Credit Union ASSESSMENTS Customer Focus
• Computer operation
• Ethernet
• Technical Proficiency
• Data entry - Data entry experience (11-15 years)
• Communication platforms
• Customer support experience within hospitality industry
• Analysis skills
• Order entry
• Organizational skills
• QuickBooks Online
• macOS
• Guest reservation booking
• Written communication
• ERP systems
• Phone call management
• Filing
• Computer literacy
• Equipment troubleshooting
• Order fulfillment
• In-person customer service
• Writing skills
• Customer support
• Microsoft Powerpoint
• Task prioritization
• Salesforce
• Cost estimates
• Data verification
• POS systems
• Data collection
• Guest relations
• Customer issue escalation
• Microsoft Access
• Highly Proficient October 2019 Entering data quickly and accurately. Full results: https:// share.indeedassessments.com/share_to_profile/ 502d1f02495f8d7bf621e1c286a2b0d5eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field. Microsoft Word and Microsoft Excel ASSESSMENTS Data Entry -- Highly Proficient October 2019 Entering data quickly and accurately. Full results: https://share.indeedassessments.com/ share_to_profile/ 502d1f02495f8d7bf621e1c286a2b0d5eed53dc074545cb7 Customer Focus & Orientation -- Highly Proficient July 2019 Responding to customer situations with sensitivity. Full results: https://share.indeedassessments.com/share_to_profile/ 438eadc87cba4bf8e9148d8581fe5049eed53dc074545cb7 Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
• Phone communication
• Employee orientation
• Customer inquiry handling
• Hotel experience
• Appointment scheduling
• Windows
• iOS
• Administrative experience
• Bookkeeping
• Microsoft Word
• Attention to detail
• Multitasking
• Call center experience
• Sales
• Computer networking - Computer networking experience (3-5 years)
• Customer communication
• Highly Proficient July 2019 Responding to customer situations with sensitivity. Full results: https:// share.indeedassessments.com/share_to_profile/ 438eadc87cba4bf8e9148d8581fe5049eed53dc074545cb7 Data Entry
• Data analysis skills
• Microsoft Dynamics 365
• 10 key typing
• Google Sheets
• Word processing
• Call Center
• QuickBooks
• Communication skills
• Microsoft Outlook
• Customer service
• Customer Care
• Order processing
• Problem-solving
• Microsoft Office
• Front desk
• E-commerce
Languages
• English
Certifications and Licenses
Driver's License
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