Administrative Support & Front Desk Specialist
Resume:
Patrice Horne
Washington, DC *****
**********@*****.***
Professional Summary
Highly organized customer service and administrative professional with experience in call centers, front- facing customer support, operations, and documentation management. Skilled in handling high-volume inquiries, resolving issues, verifying information, and maintaining accurate records. Strong ability to communicate clearly with diverse populations, remain calm under pressure, and follow compliance standards including HIPAA. Seeking to leverage customer service, scheduling, and administrative skills in a fast-paced front desk or client support role. Authorized to work in the US for any employer
Work Experience
Call Center Representative/Customer Service
The Midtown Group-Washington, DC
September 2025 to December 2025
• Managed high-volume inbound calls and emails related to DC Health Link insurance options, eligibility, and enrollment.
• Assisted customers with applications, account updates, documentation, billing questions, and troubleshooting system issues.
• Explained QHPs, Medicaid, DC Alliance, APTC, CSR, dental plans, and metal levels using clear, easy- to-understand language.
• Provided step-by-step guidance on required documents, deadlines, and next actions.
• Logged all interactions accurately in the system and escalated complex cases when needed.
• Maintained confidentiality and complied with HIPAA standards. Behavioral Technician
Victoria Transcultural Clinic-Fairfax, VA
April 2025 to September 2025
• Delivered one-on-one behavioral intervention services to children with developmental disabilities and autism.
• Implemented treatment plans and ABA techniques including prompting, reinforcement, and task analysis.
• Taught communication, social, academic, and daily living skills tailored to each child’s needs.
• Documented behaviors and progress using accurate daily data tracking.
• Supported children during challenging behaviors following approved intervention protocols.
• Collaborated with families and team members to ensure consistent care across settings. Outreach/Operations Specialist
Constituent Services Worldwide Public Benefit Corporation-Washington, DC October 2021 to March 2025
• Conducted outreach to TANF participants via phone, email, events, and partner organizations.
• Explained program requirements, deadlines, expectations, and available services to encourage engagement.
• Maintained accurate case notes and documentation in the case management system.
• Supported daily operations including record keeping, reporting, inventory, and project coordination.
• Assisted with onboarding and training staff on internal systems and procedures.
• Ensured adherence to organizational policies and regulatory requirements. Test Center Administrator
Constituent Services Worldwide(CSW)-Washington, DC April 2019 to March 2025
• Checked in candidates, verified identification, and ensured compliance with testing protocols.
• Completed pre-test procedures including photos, signatures, and biometric data.
• Monitored exam sessions to maintain secure testing conditions using observation and surveillance systems.
• Documented incidents, technical issues, and irregularities with accuracy.
• Launched and troubleshot computer-based exams using Pearson VUE platforms.
• Managed daily opening/closing procedures and maintained a clean, organized testing environment.
• Provided candidates with scheduling support and basic computer assistance. Event Specialist
Shiftgig-Washington, DC
March 2016 to July 2018
Assisted with setup and breakdown of event spaces, including seating, signage, registration areas, and equipment.
Provided guest services including check-in, ticketing, directing attendees, answering questions, and resolving concerns.
Supported event operations by coordinating with security, catering, vendors, and management to ensure smooth event flow.
Monitored event spaces for cleanliness, safety, and crowd control; addressed issues promptly to maintain a positive guest experience.
Operated scanners, ticketing systems, and registration software with accuracy and professionalism. Managed lines, seating arrangements, and attendee movement to maintain order in high-traffic areas. Communicated effectively with guests of diverse backgrounds and provided clear instructions and assistance.
Followed event policies, safety guidelines, and emergency procedures to ensure a secure environment. Assisted with VIP guests, special accommodations, and accessibility needs when required. Maintained professionalism, punctuality, and customer-focused service in fast-paced, high-volume environments.
Receptionist/Front Desk
Sister Can We Talk Youth Group-Washington, DC
January 2013 to October 2016
Greeted visitors and clients, checked them in, and provided clear information about appointments, services, and procedures.
Answered high-volume phone calls using a multi-line phone system; routed calls, took accurate messages, and responded to inquiries promptly.
Scheduled, confirmed, and updated appointments using scheduling software and internal systems. Managed front desk operations including sign-in sheets, visitor logs, document handling, and daily administrative tasks.
Collected and verified client information, forms, identification, and service requirements with accuracy. Assisted customers with questions, concerns, and service needs while maintaining a professional and welcoming environment.
Processed payments, issued receipts, and ensured accurate billing or service documentation. Maintained organized filing systems—both electronic and paper—ensuring confidentiality and compliance with company policies.
Coordinated with staff and management to ensure smooth workflow and efficient service operations. Monitored waiting areas, ensured cleanliness, and addressed any issues to support a positive experience. Handled email correspondence, prepared basic reports, and updated records as needed. Resolved customer issues by providing clear guidance or escalating to the appropriate staff member. Education
Comptia A+ (Certificate)
Certification School of Washington (CSW)-Washington, DC July 2019 to Present
CompTia IT Fundamentals (Certificate)
Certification School of Washington(CSW)-Washington, DC July 2019 to Present
Medical Administrative Specialist (Certificate)
Rosslyn, VANovember
2007 to 2007
Upper secondary education
High School Diploma
Eastern Senior High School-Washington, DC
Skills
• Phone answering
• Security
• Intake Experience
• Microsoft Office
• Healthcare privacy protection
• Greeting customers
• Medical office experience
• Education administration
• Computer skills
• Google Docs
• Section 8
• Intake
• Research
• Office activity coordination
• Leadership
• Microsoft Powerpoint
• Multitasking
• Dental office experience
• Call center
• Delivery driver experience
• Maintaining patient confidentiality
• Data collection
• Communication skills
• Behavioral health
• Document management
• Workforce development
• Teaching
• Adult language education
• Patient appointment reminder management
• Filing
• Google Calendar
• Dental receptionist
• Office experience
• Working with culturally diverse communities
• Adobe Acrobat
• Multi-line phone systems
• Medical Terminology
• Working with high schoolers
• Organizational skills
• Help Desk
• SharePoint
• Six Sigma
• GPS
• Windows
• Customer inquiry handling
• Office management
• Word
• CCTV
• Record keeping
• Accounts payable
• Microsoft Word
• Appointment scheduling
• iOS
• Accounts receivable
• Microsoft Teams
• QuickBooks
• Guest services
• Driving
• Hospitality
• Customer support
• Office record organization
• Experience with children
• Updating inventory records
• Experience working with students
• Medical receptionist
• Medical administrative support
• Word processing
• Microsoft Outlook Calendar
• Microsoft Outlook
• Meeting facilitation
• Typing
• Adult education
• Customer service
• Supervising experience
• Community engagement
• Data management
• Hostess
• Excel
• Microsoft Excel
• Office supply management
• Records management
• Attention to detail
• Basic math
• Data entry
• Computer literacy
• Administrative experience
• Phone communication
• Computer operation
• Zoom
• Order entry
• Text messaging
Languages
• English
Certifications and Licenses
Contact Tracer
November 2020 to Present
American Hotel & Lodging Certified Guest Service Professional August 2019 to Present
Lean Six Sigma Yellow Belt
August 2019 to Present
CompTia IT Fundamentals
July 2019 to Present
Driver's License
October 2025 to October 2032
BLS Certification
CPR Certification
AED Certification
First Aid Certification
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