Customer Support & Account Management Assistant

Lisa Akers

Springfield, IL *****

217-***-**** ***********@*****.***

Summary

Organized and highly motivated employee eager to apply time management and organizational skills in various environments. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Skilled in working under pressure and adapting to new situations and challenges.

Skills

Remote Office Availability

Administrative Support

Problem-Solving

Customer Service

Training & Development

SAP Software

BidBuy

Problem Resolution

Organization and Time Management

Microsoft Office

Recordkeeping

Decision-Making

TEAMS

CSA Tracking

Experience

3/2024 - Current

Illinois Department of Human Services - Contractual Personal Service Administrator

Serves as Contract Development & Analysis Manager

Organize and administer the activities of the Contract Development and Implementation Team

Provides technical expertise and leadership with recommendations of future reporting.

Analise issues and shortcomings relating to grantee contracts and provide possible solutions for resolution.

Develop spreadsheets to track and document contract financial and implementation of programs.

Review contracts, expenditures and adjustments.

Provides training to staff relating to all aspects of the Contract Implementation job duties.

Serves as working supervisor.

Assigns staff to daily activities determined by the need of the Division.

1/2022 - 3/2024

Illinois Department of Human Services – Contractual Accountant

Prepared monthly financial statements and reports.

Created tools to simplify and streamline workflow

Leveraged Excel skills to input and compile data gathered from various sources.

Completed day-to-day duties accurately and efficiently.

Assisted with customer requests and answered questions to improve satisfaction.

Provided excellent service and attention to customers when face to face or through phone conversations.

Sorted documents, matching supporting invoices to procurement documents, and verifying invoices for payment.

Entered data into accounting into the SAP Accounting Software.

07/2016 - 12/2021

Illinois Department of Human Services – Procurement and Fiscal Office

Collected documentation to assemble new purchase order contract folders.

Prepared daily, weekly and monthly procurement reports for supervisor review.

Maintained information database related to products and service availability, supplier capabilities and lead times.

Built long-term relationships with company vendors and suppliers to secure optimal prices.

Organized and prioritized projects.

Maintained accurate records of purchases, pricing, and other important data.

Participated in vendor selection processes including evaluating proposals, conducting interviews, and completing reference checks.

Evaluated bids from vendors to determine the best value for money solutions.

07/2013 - 12/2016

Illinois Department of Human Services – Child Care Program Manager

Displayed strong telephone etiquette, effectively handling difficult calls.

Performed follow-up calls to customers regarding their benefit inquiries.

Resolved customer complaints in a timely manner while maintaining professional attitude.

Updated databases with new and modified customer data.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Responded promptly to emails sent by customers seeking assistance.

Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Analyzed data collected during the program operations site visits and reported results accordingly.

07/2005 -12/2016

Illinois Department of Human Services – AmeriCorps Program Manager

Provided technical assistance on all aspects of AmeriCorps programs to municipalities, townships, and community service organizations.

Managed 33 statewide AmeriCorps Programs to ensure compliance with the National Corporation.

Audited financial records and program files to to ensure compliance with the federal guidelines, 0MB cost principles and the background check policy and procedures manual.

Managed $15M in federal grant dollars including Administrative, Training and Program funding.

Provided technical assistance on all aspects of AmeriCorps programs to municipalities, townships, and community service organizations.

Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.

Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Organized events such as conferences or seminars aimed at promoting awareness around specific topics relevant to the organization's mission statement.

Designed and operated Web Based Reporting System, Microsoft Word, Excel, Power Point, Access, Remedy, CARS, Crystal Reports and eGrants.

Oversaw program for Federal Grant compliance with requirements, schedule and budget.

07/1898 -12/2005

Illinois Department of Public Aid – Legislative Assistant

Illinois House of Representatives - Legislative Assistant

Illinois Department of Insurance - Legislative Assistant

Illinois Department of Human Services - Legislative Assistant

Leveraged and continuously increased knowledge of legislative processes within state and local government structures.

Used Microsoft Office Suite to draft correspondence, respond to emails and adjust scheduling.

Responded to client calls and inquiries to deliver applicable information.

Drafted letters, emails, memoranda, and other communications on behalf of the Member.

Managed complex calendars for individual appointments, meetings, public events, and travel.

Education and Training

06/1985

Jacksonville High School Jacksonville, IL High School Diploma

References available upon request.

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