Administrative Records & Customer Service Professional
Resume:
DWAYNE WASHINGTON
Chicago, IL
312-***-**** ************@*****.***
HUMAN RESOURCES ADMINISTRATION EMPLOYEE RECORDS CUSTOMER SERVICE
PROFESSIONAL SUMMARY
Experienced administrative and operations professional with more than 30 years of progressive experience supporting organizational operations, maintaining records and documentation, coordinating activities, communicating with employees and customers, and providing dependable administrative support. Strong background in transportation, nonprofit, public-service, and private-sector environments.
Highly organized and detail-oriented professional with demonstrated ability to manage multiple priorities, maintain accurate records, coordinate schedules and activities, prepare documentation, respond to inquiries, and work effectively with diverse groups. Proficient with Microsoft Word, Excel, and PowerPoint, with a strong understanding of the importance of accuracy, confidentiality, professionalism, and timely service when handling sensitive information.
CORE QUALIFICATIONS
Human Resources Administrative Support
Employee Records & File Maintenance
Records Management & Documentation
Data Entry & Database Maintenance
Confidential Information Handling
Customer Service & Employee Support
Correspondence & Report Preparation
Office Administration
Scheduling & Appointment Coordination
Onboarding & Administrative Coordination
Document Verification
Information Requests & Follow-Up
Microsoft Word, Excel & PowerPoint
Telephone & In-Person Customer Service
Cross-Functional Communication
Project & Special Assignment Support
Problem Solving & Attention to Detail
Confidentiality & Professional Discretion
PROFESSIONAL EXPERIENCE
ACERTUS — USA
Independent Contractor May 2019 – June 2024
Maintained accurate operational records involving vehicle condition, mileage, travel routes, deliveries, and related activities.
Reviewed information carefully to ensure accuracy and completeness before completing transportation assignments.
Communicated regularly with dispatch personnel and clients to provide updates, confirm information, coordinate activities, and address questions.
Coordinated schedules, routes, appointments, and delivery activities while managing multiple priorities and deadlines.
Maintained documentation in an organized and timely manner.
Conducted pre-trip and post-trip inspections and documented vehicle conditions in accordance with safety requirements.
Demonstrated discretion, professionalism, accountability, and sound judgment while working independently with clients and company personnel.
Used computer-based communication and recordkeeping processes to support daily operations.
Maintained a strong customer-service focus while working with individuals from different backgrounds and locations throughout the United States.
CATHOLIC CHARITIES — Chicago, IL
Mobile Outreach Worker / Backup Coordinator September 2013 – November 2016
Provided administrative and operational support while assisting individuals and families through community-based outreach services.
Maintained accurate documentation and records in accordance with organizational policies and procedures.
Responded to questions and requests from clients, staff members, community partners, and other contacts in a professional and respectful manner.
Coordinated daily activities and assisted with scheduling and service-related responsibilities.
Served as a Backup Coordinator, helping maintain continuity of operations and ensuring assigned responsibilities were addressed appropriately.
Communicated information to appropriate staff members and followed up on issues requiring additional attention.
Worked with diverse populations and handled sensitive personal information with professionalism, discretion, and appropriate confidentiality.
Exercised sound judgment when addressing challenging situations and competing priorities.
Collaborated with coworkers and outside organizations to support effective service delivery.
Maintained attention to detail while completing documentation and administrative responsibilities.
ADDITIONAL PROFESSIONAL EXPERIENCE
OPERATIONS ADMINISTRATION CUSTOMER SERVICE
More than 30 years of additional professional experience involving administrative support, operations, customer service, transportation, coordination, documentation, and working with employees, customers, management, and members of the public.
Supported day-to-day administrative and operational activities.
Maintained records, documentation, and information required to support organizational operations.
Prepared and reviewed written information and correspondence.
Responded to telephone and in-person inquiries and directed questions to the appropriate personnel when necessary.
Coordinated activities involving multiple individuals and competing priorities.
Worked effectively with personnel at various organizational levels.
Followed established policies, procedures, and operational requirements.
Demonstrated discretion when handling information and interacting with customers and employees.
Assisted with special assignments and projects as directed by management.
Demonstrated flexibility and the ability to adapt to changing priorities and organizational needs.
KEY PROFESSIONAL STRENGTHS
Records & Documentation: Detail-oriented approach to maintaining accurate records, reviewing information, organizing documentation, and completing administrative assignments.
Confidentiality: Understands the importance of protecting sensitive information and exercising discretion when dealing with employee, customer, and organizational information.
Customer Service: Experienced communicating with customers, employees, clients, community members, and other stakeholders by telephone and in person.
Organization: Able to manage multiple tasks, schedules, deadlines, documentation, and requests while maintaining accuracy.
Communication: Strong verbal and written communication skills with the ability to explain information clearly and professionally.
Technology: Working knowledge of Microsoft Word, Excel, and PowerPoint and computer-based administrative and recordkeeping processes.
Teamwork: Effective at establishing professional working relationships with diverse groups and collaborating across organizational functions.
EDUCATION
Kaplan University
Graduate Studies in Business Leadership
Columbia College Chicago
Bachelor of Arts in Communication
TECHNICAL SKILLS
Microsoft Word Microsoft Excel Microsoft PowerPoint Computerized Record-keeping Data Entry Electronic Documentation Administrative Systems Telephone & Email Communication
DWAYNE WASHINGTON
Chicago, IL
312-***-**** ************@*****.***
August 21, 2026
Hiring Manager
Chicago Transit Authority
Dear Hiring Manager:
I am writing to express my interest in the Human Resources Assistant – Employee Records (2600006I) position with the Chicago Transit Authority. With more than 30 years of professional experience in operations, administration, transportation, customer service, documentation, and coordination, I offer a strong background that can be applied to supporting the Employee Records division and the Human Resources Department.
Throughout my career, I have developed strong organizational, communication, recordkeeping, and customer-service skills. I have experience maintaining accurate documentation, reviewing information for completeness and accuracy, coordinating activities and schedules, responding to inquiries, communicating with employees and customers, and managing multiple responsibilities while meeting deadlines.
My experience with ACERTUS provided extensive exposure to transportation operations and required a high level of accuracy, accountability, communication, and documentation. I maintained records involving vehicle conditions, mileage, routes, and deliveries; coordinated with dispatch personnel; communicated with clients; and ensured that required activities were completed safely and on schedule. This experience strengthened my ability to carefully review information, maintain accurate records, and follow established procedures.
During my time with Catholic Charities, I worked directly with individuals and families while providing outreach and administrative support. As a Mobile Outreach Worker and Backup Coordinator, I maintained documentation, coordinated activities, responded to questions and requests, communicated with staff and community partners, and handled sensitive information with professionalism and discretion. Working with diverse populations also strengthened my ability to provide respectful and effective customer service.
I am particularly interested in this opportunity because the position combines several areas in which I have demonstrated strengths: records management, administrative support, documentation, customer service, coordination, computer-based work, and communication. I understand that Employee Records requires exceptional attention to detail and that information must be handled accurately, professionally, and confidentially.
I would welcome the opportunity to bring my experience, reliability, work ethic, and commitment to quality service to the Chicago Transit Authority. Thank you for considering my application. I look forward to the opportunity to discuss how my background and transferable skills can contribute to the Human Resources Department.
Sincerely,
Dwayne Washington
************@*****.***
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