Administrative Support Specialist with Operations Focus

VICTORIA A. DAWSON

Columbus, OH 614-***-**** *********@*****.***

CUSTOMER SERVICE ADMINISTRATIVE SUPPORT RECORDS MANAGEMENT STATE GOVERNMENT EXPERIENCE

PROFESSIONAL SUMMARY

Customer service and administrative support professional with extensive experience responding to inquiries, resolving customer concerns, maintaining records, processing documentation, and supporting operational workflows in fast-paced environments. Skilled in telephone, email, and written communications; complaint resolution; data entry; records management; research; information retrieval; and Microsoft Office applications. Experienced supporting customers, employees, and stakeholders while ensuring compliance with established policies, procedures, and service standards. Recognized for professionalism, attention to detail, accuracy, and commitment to excellent customer service.

RELEVANT QUALIFICATIONS

• Customer Service & Public Relations

• Telephone, Email & Written Correspondence

• Complaint Resolution & Escalation Management

• Handling Difficult Customer Situations

• Data Entry & Keyboarding

• Microsoft Office Suite (Excel, Word, Outlook, Teams, PowerPoint)

• Records Management & Documentation

• Office Practices & Procedures

• Research & Information Retrieval

• Spreadsheet & Log Maintenance

• Administrative Support

• Customer Follow-Up & Issue Resolution

• Electronic Tracking Systems

• Policy & Procedure Compliance

• Report Preparation & Recordkeeping

• Personal Computer Operations

• SAP & SharePoint Applications

• Cross-Functional Communication

PROFESSIONAL EXPERIENCE

State of Ohio, Department of Youth Services (A-Line Staffing)

Administrative Professional 3

Columbus, OH November 2022 – January 2023

• Provided administrative support for a State of Ohio agency while maintaining records, reports, and operational documentation.

• Created, updated, and maintained spreadsheets, logs, reports, and tracking documents using Microsoft Excel and Word.

• Responded to internal inquiries and coordinated communication between departments.

• Assisted with records management, document tracking, information retrieval, and file maintenance.

• Maintained accurate electronic and paper documentation in accordance with agency policies and procedures.

• Supported office operations through data entry, recordkeeping, and administrative coordination.

Adecco (Client: Epiq Global / Wells Fargo)

Tier 2 Customer Experience Agent

Remote March 2022 – September 2022

• Responded to escalated customer inquiries and service requests through telephone, email, and electronic communication systems.

• Investigated and resolved customer concerns by researching account information and company records.

• Maintained detailed customer documentation and case records within company systems.

• Entered, reviewed, verified, and updated customer information while ensuring accuracy and completeness.

• Utilized SAP, SharePoint, Microsoft Teams, Excel, Word, and tracking systems daily.

• Followed established policies and procedures to ensure consistent customer service and issue resolution.

• Communicated professionally with customers and internal stakeholders regarding case status and resolution.

Teleperformance

Customer Experience Trainer Team Manager Customer Service Agent

Remote January 2015 – March 2018 & May 2020 – March 2022

• Responded to customer and employee inquiries through telephone, email, chat, and electronic communication systems.

• Researched, documented, and resolved customer complaints and escalated service issues.

• Assisted customers and employees experiencing difficult situations while maintaining professionalism and adherence to company policies.

• Maintained electronic records, reports, logs, spreadsheets, and performance documentation.

• Entered, reviewed, verified, and updated information using customer service databases and tracking systems.

• Utilized Microsoft Excel, Word, Outlook, Teams, SharePoint, and proprietary software applications daily.

• Prepared reports and maintained accurate documentation supporting operational and management decisions.

• Monitored customer interactions to ensure compliance with customer service standards and procedures.

• Trained and coached customer service representatives on customer service procedures, documentation requirements, and issue resolution techniques.

• Supported workflow coordination, communication, and recordkeeping activities for remote operations.

Spectrum

Customer Service Agent

Columbus, OH July 2019 – February 2020

• Handled high-volume inbound customer calls regarding billing, service requests, account maintenance, activations, and troubleshooting.

• Researched customer accounts and provided accurate information regarding services and account status.

• Resolved customer complaints and service concerns while maintaining professionalism and empathy.

• Performed data entry and account updates using multiple computer systems and databases.

• Documented customer interactions and completed required follow-up activities.

• Assisted dissatisfied customers and worked to achieve timely and effective resolutions.

• Maintained compliance with company procedures and customer service standards.

Proximity Learning, Inc.

Online High School Math Teacher

Remote February 2023 – Present

• Respond to inquiries from students, parents, administrators, and school personnel through email, telephone, and virtual meetings.

• Maintain accurate electronic records, attendance documentation, reports, and student data.

• Utilize Microsoft Office applications, learning management systems, and online databases to manage information and documentation.

• Research student information and provide timely responses to requests and inquiries.

• Follow established policies, procedures, and confidentiality requirements.

Tutor.com

Online Mathematics Tutor

Remote January 2012 – February 2015

• Responded to customer and student inquiries using online communication platforms.

• Maintained detailed electronic records and documentation of tutoring sessions.

• Utilized data entry, keyboarding, and computer applications to track services provided.

• Provided timely follow-up and support to students and customers.

McGraw-Hill

Assistant Editor

Columbus, OH July 2006 – August 2007

• Reviewed, edited, and maintained educational documents and records.

• Coordinated with internal departments to ensure accuracy of information and documentation.

• Maintained files, records, and project documentation requiring strong attention to detail.

The Ohio State University & OSU Research Foundation

Administrative Assistant / Department Secretary

Columbus, OH 1988 – 1991

• Managed office operations, records, correspondence, and administrative workflows.

• Responded to telephone and in-person inquiries from faculty, staff, students, and visitors.

• Prepared reports, maintained files, tracked expenditures, and processed documentation.

• Coordinated communications and maintained accurate departmental records.

• Supported internal and external customers while ensuring efficient office operations.

EDUCATION

Master of Education (M.Ed.), Teaching & Learning – STEM Secondary

The Ohio State University

Bachelor of Arts (B.A.), Mathematics

Otterbein University

Associate of Applied Science (A.A.S.), Construction Management, Cum Laude

Columbus State Community College

TECHNICAL SKILLS

Microsoft Office Suite (Excel, Word, Outlook, PowerPoint, Teams)

SAP

SharePoint

Microsoft Teams

Data Entry & Keyboarding

Electronic Records Management

Document Processing Systems

Spreadsheet Management

Database & Tracking Systems

Zoom, WebEx, Canva

Learning Management Systems (LMS)

CERTIFICATIONS & LICENSURE

National Virtual Teacher Association (NVTA) Certification

Empowering Digital Educators in Virtual Environments Certificate

Professional Educator Licenses:

Tennessee Florida South Carolina New Jersey

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