Administrative & Data-Driven Customer Service Leader

Carol J. Kerfeld

Alexandria, VA 612-***-**** linkedin.com/in/carol-kerfeld ***********@*****.***

Proven experience in Administrative Assistant and Customer Service professional.

Data management and Call Center Customer Service experience.

PROFESSIONAL EXPERIENCE

YORKTOWN SYSTEMS GROUP – FORT BELVIOR, VA

Administrative and legal assistant March, 2020 – Nov 2025

(Position eliminated due to company-wide restructuring)

Manage calendars for C-level divisions and Military staff.

Proofed and edited documents to ensure accuracy to address information-sharing gaps within the division and proposed process improvements.

Developed concise executive-level reports and decision briefs by synthesizing incomplete and complex data sets into actionable insights for senior leaders.

Routinely analyzed documents for public release, identifying vulnerabilities and preparing assessments, supporting operational security and policy alignment.

Acted independently on high-visibility data review tasks, safeguarding release integrity and improving compliance across multiple programs.

HAGERTY RESEARCH LLC – Alexandria, VA

Office Administrator Jun 2019 – Feb 2020

Supported a consulting firm managing administrative responsibilities and workflows to support functions.

RECEPTIONIST/ADMINISTRATIVE ASSISTANT

Hire Strategy (Temp Agency) Reston, VA January, 2016 to May, 2019

Receptionist. Customer Service/Conflict Resolution.

FIELD MARKETER NE DIVISION (Contract/Direct Hire)

VA, MD, DC

Flowers Bakeries, Thomasville, GA January, 2018 to October, 2018

Collaborated with Marketing Managers--VP of Marketing, Marketing Directors and Assistant Sales.

Conducted product demos in grocery stores and community expo events.

Team Lead training and assisting staff.

Assisted with Board Meeting agenda, and organize Board Packets for Board Members as requested.

Assisted In-House Attorney with delinquent accounts.

LAYOFF November, 2018 to January, 2019

Flowers Bakeries

RECEPTIONIST/ADMINISTRATIVE ASSISTANT

Hire Strategy (Temp Agency) Reston, VA January, 2016 to May, 2019

Receptionist. Customer Service/Conflict Resolution.

SECURITY OFFICER

Allied Barton Security

Minneapolis, MN June, 2015 to December, 2015

Alexandria, VA January, 2016 to May, 2016

On-Site security presence.

Issued and monitored access badges.

PATIENT CARE ADVOCATE/CUSTOMER SERVICE/CALL CENTER

Express Scripts Minneapolis, MN October, 2014 to May, 2015

Researched and resolved customer service inquiries from members, providers, physicians and internal and external clients related to individual pharmacy benefits.

Understanding of various insurances to include Medicare Medicaid.

Assisted members in understanding and maximizing the use of their pharmacy distribution

Additional Temporary Roles (2013–2014): Administrative and customer service roles while serving as caretaker for family member.

MITRE CORPORATION – MCLEAN, VA

Department Manager Legal Executive Assistant Feb 2008 – Jul 2013

Facilitated information-sharing between internal legal teams and outside counsel, managing intellectual property workflows and classified documentation.

Implemented improved communication protocols that enhanced cross-departmental collaboration and accelerated USPTO/IP case processing timelines.

Coordinated with outside counsel, reviewed IP documentation, and managed legal invoice processes.

Supported the Intellectual Property in-house Corporate Attorney.

Communicated with 5 outside law firms retained to research patent ability.

Documented Patent applications, Patent Notices of Allowance and Patent Certified Documents.

Managed patent maintenance fees. Submitted IP annuity payments through Thomson Reuters website.

Supported the Corporate Executive Assistant with the distribution of Board corporate documents.

EDUCATION

American Public University

Bachelor of Arts in Management & Leadership November 2026

American Public University

Associate of Science in Paralegal Studies

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