Administrative Support & Switchboard Specialist

Ilene Hooks *

ILENE HOOKS

Gloversville, NY *************@*****.*** 470-***-**** LinkedIn Profile Link Here ADMINISTRATIVE SUPPORT

EMPOWERING EFFICIENCY, STREAMLINING OPERATIONS, AND ELEVATING YOUR SUCCESS, ONE SEAMLESS TASK AT A TIME. Dynamic and results-driven Customer Advocate and Switchboard Operator with a distinguished track record at CGI Federal, Inc. Expertly manage multi-line phone systems and clients’ inquiries to deliver unparalleled customer service. Demonstrated proficiency in streamlining administrative workflows, handling high-volume questions with precision, and fostering a collaborative team environment. Skilled in multitasking and resolving complex issues with a calm and professional demeanor. Equipped with exceptional organizational skills, robust communication abilities, and a proactive mindset, poised to elevate administrative support functions and drive operational excellence. Key strengths include the ability to consistently exceed expectations, optimize efficiency and team success, and solve complex challenges with innovative and strategic solutions. CORE COMPETENCIES

Cross-functional Collaboration Adaptability Strategic Thinking Data Analysis Deductive Reasoning Attention to Detail Customer Relationship Management Conflict Resolution Troubleshooting Communication Administration Support Problem Solving Communication Organization Time Management Data Entry Customer Service Microsoft Office PROFESSIONAL EXPERIENCE

CGI FEDERAL, INC. City, ST April 2019 – Present

Customer Advocate, Switchboard Operator

Manage incoming calls, provide courteous and professional greetings, and direct calls to the appropriate department or individual. Handle voicemail, take accurate messages, and ensure timely delivery to the intended recipients. Address customer inquiries and concerns with professionalism and empathy, offering solutions and escalating issues when necessary. Assist with various administrative duties such as scheduling appointments, sending faxes, and managing office supplies. Perform basic troubleshooting of phone systems and coordinate with technical support for more complex issues.

• Execute multiple tasks and projects to support the team, ensuring smooth operations and timely completion of objectives.

• Maintain electronic mail log daily and an organized funding spreadsheet to support accurate tracking and reporting.

• Process incoming mail by opening, date stamping, and scanning items to ensure timely handling and distribution.

• Welcome and assist guests, creating an outstanding first impression and fostering positive guest experiences.

• Cultivate exceptional first impressions by professionally greeting and assisting guests.

• Expedite mail processing and distribution through efficient handling and scanning. ROBERT HALF FINANCE Latham, NY May 2017 – November 2018 Secretary II

Oversaw group logistics, including travel arrangements and expense reporting. Completed tasks and projects quickly and effectively in an ambiguous environment. Built deep, trusting relationships with leaders and their teams, by managing and organizing special projects. Maintained integrity and discretion through handling confidential information, dealing professionally with senior professionals.

Ilene Hooks 2

• Assisted Region 8 Coordinator with meetings, scheduling, preparing materials, and addressing logistical details.

• Sorted and routed regular and certified mail, ensuring accurate delivery and compliance with procedures.

• Received and directed incoming calls to PEF Representatives, providing reliable contact for inquiries.

• Supported leadership team across multiple sites, ensuring efficient operations and communication.

• Acted as a liaison for the team across different sites, considering time zones and global holidays.

• Managed complex scheduling of meetings, travel, events, and tasks across multiple groups.

• Coordinated with leadership to plan and organize events, activities, and calendars. RAINBOW SPRINKLERS, FUSCO PERSONNEL Cohoes, NY May 2017 – November 2018 Receptionist

Professionally welcomed and assisted guests, ensuring a positive initial impression and addressing their needs promptly. Collaborated with the Owner to schedule installations, ensuring proper coordination. Filed work permit applications with city authorities, ensuring compliance and expediting the approval process.

• Coordinated with Owner to track and schedule sprinkler installations, ensuring project management, timely completion, and resource allocation.

• Prepared and filed work permit applications with relevant city authorities, ensuring compliance with local regulations to expedite approvals.

• Partnered with Dig Safe NY to plan and install automated lines, enhancing client safety and operational efficiency through precise and compliant installations.

• Operated multi-line switchboard, routing incoming calls and maintaining clear communication with installers via CB radio, ensuring coordination and workflow.

• Executed administrative tasks, including document preparation, record maintenance, and customer service to support business operations and efficiency.

EDUCATION AND CERTIFICATIONS

Associate of Arts (AA), Paralegal Studies, Maria College, 1999 Certified Phlebotomy Technician, Grade achieved: 424 –NHA United States Navy (USN): Honorable Discharge, 1989-93

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