Communication Support Specialist with Strong Organization Skills

Seasoned, results-driven, detail-oriented, analytical, strong organizational, innovative Professional with demonstrated leadership, precision, accuracy, and efficiency skills. Excellent verbal and written communication and interpersonal skills. Excellent problem solving and multi-tasking ability, managing in fast-paced environments, committed to superior client service through operational and execution excellence. Proven success in communications environment, and a highly motivated leader and team member in multiple team settings increasing department efficiency. Adept at customer satisfaction, communications, change and problem management, concerns and resolution. Structured Communications Management Methodologies, and Knowledge of environments. Focused, collaborative, and client-oriented experience managing all aspects of communications management and cultivating impactful client relationships, adhering to a consistent delivery framework and using best practice communications management principles and techniques.

EDUCATION

BS (Management Information) - New Jersey City University, Jersey City, NJ

PROFESSIONAL EXPERIENCE

Communications Support Representative Nov 2022 – Jan 2026

Toll Group, Carteret, New Jersey

Responsible for communications support. This includes working across internal communications, external communications, media relations, content creation, and crisis messaging. (Proficient in MS Office (MS Teams, Outlook, Word, Excel, PowerPoint); experience with Slack, Google Meetings, Blue Jeans and SharePoint

Manage highvolume incoming emails, messages, and inquiries, ensuring timely, accurate, and professional responses

Send out emails and prepare communication such as memos, emails, invoices or reports

Provide support and correspondence, phone calls, mail, schedule meetings and maintain calendars

Schedule appointments and maintain calendars

Write and edit letters, reports and instructional documents

Create and maintain electronic and physical filing systems

Contribute to improving communication workflows by identifying bottlenecks and recommend enhancements

Help refine templates, response guidelines, and documentation processes to increase efficiency and consistency

Prioritize and route communications to the appropriate teams, maintaining smooth information flow and quick issue resolution

Coordinate internal updates, announcements, and documentation to keep teams aligned and informed

Support communication planning by preparing materials, distributing updates, and maintain version control

Assist in drafting, editing, and proofreading emails, reports, newsletters, and other communications to ensure clarity, accuracy, and brand consistency

Improve the quality of written materials by identifying gaps, correcting errors, and enhancing readability

Maintain detailed communication logs and documentation, ensuring accurate recordkeeping and easy retrieval of information

Organize and update communication archives to support compliance and operational transparency

Partner with crossfunctional teams to align messaging, clarify requirements, and ensure consistent communication across departments

Act as a liaison between teams to streamline information sharing and reduce miscommunication

Provide customer and client support via chat, email, and virtual platforms, delivering clear, empathetic, and solutionoriented assistance

Identify recurring issues and escalate complex cases to the appropriate departments to ensure timely resolution

Assess incoming concerns and escalate highpriority or complex issues to specialized teams, ensuring proper handling and followthrough

Monitor escalations to confirm resolution and communicate updates to stakeholders

Manage accounts and perform basic bookkeeping

Responsible for coordinating meetings, appointments and directing various administrative projects

Support meetings, schedule, maintain and manage google calendars, prepare meeting presentations, attend meetings, record notes during meetings, Create and distribute meeting minutes, document and track resolution of action items

Provide status reports, perform reporting, and follow up on issues. Also report KPI’s (Key Performance Indicators) and KRI’s (Key Risk Indicators)

Assist with data entry (spreadsheets, databases, etc.).

Assist with cost tracking activities, including compiling information and documentation into reports that are submitted to client for approval

Support training, coaching, mentoring and quality assurance as part of the team delivery support. Also support eLearning and on-line training programs

Ensure users have access to Salesforce platform and can perform. Utilize and manage our Customer Relationship Management (CRM) to help our Customers/Clients, Service and teams to work from anywhere as a whole

As comms representative, provide and disseminate relevant and accurate information to project leaders, teams and high-level management to support effective decision making

Facilitate knowledge sharing through SharePoint and other repositories and use them as the central point for lessons learned, templates and best practices

Provide function for managing documentation, history and organizational knowledge

Manage and monitor Risk and Issue logs (identify, document, and mitigate risks and issues to understand and effectively manage interdependencies)

Maintain and monitor Issue and Risks Logs

PMO Project Coordinator Apr 2019 - Oct 2022

AIG, New York, New York

Responsible for project initiation and planning. This includes initial project planning efforts such as defining project guidelines, obtaining business and IT sponsor approvals, and coordinating the resources necessary to successfully deliver the full SDLC project

Perform the relevant program/project management processes - i.e. initiate, plan, execute, monitor and control and close, and the supporting processes e.g. scope, cost, time, issue, risk, resource, communication, stakeholder management ensuring that the required artifacts are delivered and approved appropriately

Balance overall project portfolio to ensure resource loading, project inter-dependencies, budget, delivery timing, and external factors are considered - portfolio risks are to be mitigated in advance

Manage individual SDLC and master (merged) project plans by LOB with WBS structure, milestone and resource tracking also linking interdependencies via MS Project Server 2003

Garner resources, attend meetings to review project plans and collect information from managers and assign, modify, add or delete individual tasks/duties revise or modify tasks and responsibilities based on percentages, and allow or reject where deemed necessary. Determine and assess the need for additional staff and/or consultants, and help make the appropriate recruitments if necessary during project life cycle. Review project plan to modify or revise resources (add, delete or change)

Provide data and metrics for the P&C (property and casualty) group

Alert/escalate outstanding or pending tasks for ownership and completion and close out of completed tasks. Confirm and report that tasks align with project plan and timeline one hundred percent, and that there are no discrepancies

Utilize Project Portfolio Management (PPM) to analyze and manage project plan, project scope, time, tasks, make allocation decisions resources and skills for proposed projects

Utilize PPM and Field Glass for timesheet management, tracking and maintenance

Assist Enterprise Risk Management PMO in standardizing on-boarding and allocation processes and customizing the project management framework guidelines and templates

Generate project progress and metrics for senior management consumption and facilitate in preparation of documents for project meetings

Organize, track, coordinate, and report against the activity progress of onshore and offshore program team resources assigned to projects

Responsible for responding to issues from project managers, team members, high level management and executives and stakeholders communicating fundamental problems back to development, network, platforms and other team’s providing first and second level support for evaluation and problem resolution

Identify root cause analysis for existing business lines and system applications by tracking and analyzing existing business conflicts, identifying and resolving underlying issues, and escalating appropriately and proposing appropriate courses of action owning to completion of all reported issues and requests to closure

Risk monitoring, periodic project reviews, service level tracking, critical problem resolutions/escalation, execution and delivery of allocated Milestone(s) within the specified schedule

Set and continually manage project expectations with team members and other stakeholders. Identify and resolve issues and conflicts within the project team

Utilize Service Now as central repository to open, track and close changes, open and close incidents and also utilize it to trace and query changes to report KPI’s (Key Performance Indicators)

Provide PM and Portfolio management services, and support for regulatory and governance panel, meetings and migration activities

Responsible for effectively communicating and presenting (using MS PowerPoint) major project milestones to senior managers and senior stakeholders, identifying potential project risks, provide continuing direction to the project team, and conducting regular status meetings to review project activities

Produce weekly and monthly project/program status reports to include, pipeline and active projects reports on milestones and high level executive summaries and presentations using MS PowerPoint

Track, report and manage for various work efforts such as Risks, Actions, Issues and Decisions (RAID) within the Enterprise Project Risk PMO

Identify, mitigate and track issues via Excel work book and SharePoint lists for Global IT and proactively following up with PMs and application developers for problem solutions within 24hr timeframe

Save and maintain project artifacts and documentary evidence (e.g., meeting minutes) supporting and assisting internal and external audit practices processes

Conduct project post mortems and create recommendations report in order to identify successful and unsuccessful project elements

Responsible for document control, review and update our documentation repository

Work and collaborate with Front, Middle and Back office departments to ensure deliverables are met

Provide a quality control function over the change request submission, supporting, documentation and approval requirements as per established guidelines

COMPUTER SKILLS

Project Management: Microsoft Project, MS SharePoint, Project Portfolio Management (PPM), RAID

Software: MS Word, Excel, PowerPoint, MS Office Suite (Excel, Power Point, Access, etc.), MS Outlook

Hardware: IBM PC, IBM Compatibles and Macintosh

Tools: MS Teams, Slack, Zoom, Google Meetings, Blue Jeans

Operating Systems: Windows 95/98/2003/NT/XP, MS Windows Server 2003/08, Mainframe (OS & Z/OS)

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