Customer Service & Administrative Support Specialist

CRYSTAL Y. LONG

********@*****.***

Home Phone 301-***-****

Professional Summary

Performs administrative functions including, but not limited to transactional budget tracking and reporting, agreement and procurement, purchase card purchasing as a cardholder, or property management support. I also have exceptional customer service skills working for the Department of State for 24 years. Experienced with customer service and technical support. Utilizes effective communication to resolve issues promptly. Track record of problem-solving and teamwork. Results-driven support specialist prepared for impactful contributions in support services. Experienced in troubleshooting, problem-solving, and customer assistance. Strong focus on team collaboration and achieving results. Reliable and adaptable to changing needs. Skilled in communication, technical support, and process optimization.

Skills

E2 Solutions, Written and Oral

MS Power point, Introduction to MS outlook,

Intermediate MS excel 2003, ARIBA requester

and MS word 2010.Communication skills.

Orientation Skills, typing skills 70 wpm.

Customer Service Skills, Team Player. Grammar

Fundamentals, File, and Records Management.

Using Outlook 2016 with office 365, Calendar

tools, organizing emails, Proofreading emails

with office 365, Editing documents, shaping

documents with office 365, Creating and saving

workbook formatting data, and getting started.

Communicating effectively with customers,

writing effective emails and instant messages,

managing your time so it doesn't manage you.

PowerPoint 2016. Illustrating Presentations. How

to deliver exceptional customer service.

Managing multiple priorities, projects, and

deadlines.

Child Care Assistant 08/2025 to current

Join the Circle Child Care Center - Fort washington, MD Prepare and provide meal services, along with safe and efficient child care services for ages 0 to 10 years old. Instruct children in health and personal habits such as eating and toilet training. Maintain a clean and sanitized room and play area.

Developed friendly and compassionate relationships with children and parents to ensure safety and credibility with the children and parents, also participate in fun activities such as singing, dancing, arts and crafts and playtime. Assist with homework along with issues of complaints and resolutions. Office Management Specialist, 10/2022 to 05/25 DOS Bureau of Administration and Information Technology - Washington, DC

Performs administrative functions including, but not limited to transactional budget tracking and reporting, agreement and procurement, purchase card purchasing as a cardholder, or property management support. I also have exceptional customer service skills working for the Department of State for 24 years. Spearheaded a 4 person team lead position in the absence of the team in her absence where I coordinated the needs and functions across different departments. Expedite work order requests included mobile phones, cable TV, desk phone services, carpet cleaning, door repair, lock services, purchase card request for office supplies, training, new contract for contractors, Uber and Lyft contracts, box rearrangement, and chairs. TEAM's numbers and landlines numbers, building repairs, escorting workers, TWD and MRA are provided as well. • Arranges special services, such as charts, pictures, framing, awards, door signs, and appropriate preparations for office space to be occupied.

Work to provide and analyze work order requests for cell phones request, telecommunication, procurement, furniture moving, ILMS, headsets, computers, and office supplies, and carpet cleaning, painting, cabling, and office moves.

Contact customers and provide administrative support, and resolve issues, and provide managers and higher graded specialist information, and updates.

Facilitates workgroup meetings through TEAMS, and training. Present presentations to the largest offices in the bureau over 100 people in my presentation that I present every other month on our policies, SOP's, and how to facilitate work orders in our bureau. Coordinates meetings to share information, standardize practices, and provide ongoing training. I have completed brown bag presentations. Burn bags, Labor, locks and signs, and Records management presentation. These presentations showed how our office functions daily and how customers should make requests appropriately for the best service they can facilitate for them. I also submit time and attendance for our office in a timely fashion with no mistakes in submission every two weeks, and also send out a friendly reminder for everyone to submit their timesheets on time for no disruption in the time and attendance submission.

Resolved technical issues by troubleshooting and guiding customers through step-by-step solutions. Had the opportunity to collaborate with foreign service officer for five months to compile, upload and complete standard operating procedures for our office to assist new hires, and existing staff, with how to best support customers.

Provided timely and effective support to customers via phone, email, and chat. Maintains detailed records of customer interactions, ensuring accurate and accessible information for the future reference.

Adapted quickly to new technologies and software, enhancing support capabilities, and staying current in the field.

Participated in training sessions to stay informed about product updates and service improvements. Received recognition from customers for exceptional support service, reflecting dedication and delivering high quality assistance.

Collaborated with the team to share insights and improve the overall customer experience. Coordinated procurement request for the director and deputy director in the department along with other offices.

Orchestrated several powerpoint presentations for over 100 people throughout the department to guide and instruct customers on proper procedures for request along with guiding the team on new and innovative ideas for the department.

Office Management Specialist, 10/2005 to 05/2022 DOS Bureau of East Asian and Public Affairs -Washington, DC

Responds to in-person and telephone inquiries from U.S Government officials, journalists, foreign diplomats, academics, students, and other members of the foreign and domestic public, exercising judgment to provide information that articulates and explains U.S. policy. Receives and controls mail and suspense items, routing them directly to the appropriate person or office for action.

Retrieves and distributes mail and periodicals, distributing to the appropriate recipients daily. Prepared replies to correspondence not requiring the Directors personal attention as the need is recognized and prepare responses to other written correspondence as directed. Including but not limited to, invitations to events, lectures, briefings, luncheons.

Analyzes and extracts important excerpts from various Department of State transcripts received electronically and distributes them to 140 posts in 26 Countries, keeping our post up to date with key information. Prepares and types a variety of correspondence, reports, forms, and requisitions, requests for Directors and Deputy Directors.

Maintain the Directors calendar of activities; schedule appointments and engagements, prepare notes regarding topics to be discussed, make travel arrangements, and prepare travel vouchers. Process a large volume of travel requests utilizing Travel Manager and E2 solutions, and handling traveler vouchers to ensure all employees are reimbursed 100% in a timely manner. Maintain time, attendance, and payroll for all employees.

Organized and maintained files, records, manuals, handbooks, and other related materials. Managed the disposal and archival of files based on federal and departmental records management regulations, policies, and procedures. Moreover, held on a SharePoint website that I manage daily. Directed three interns in a scanning project. Digitally converted twenty years of paper documents making them electronically accessible, allowing the bureau to purge the paper filing system. Provides pre-clearance for journalists, diplomats, ambassadors, and military visitors and other VIPS visiting the Bureau due to time sensitive issues.

Provides guidance and instructions to help facilitate new hires in the Public Diplomacy office. I introduced and trained the new OMS team on the duties and responsibilities of the office to prepare and acquaint them with the workflow, certain protocols, and the importance of office procedures. At my own initiative, I presented them with a full explanation of how my position affects the final product since I am the first point of contact for the office. And in depth, I further explained the guidelines on how to request in-house appointments as well as outside appointments. My sole purpose is to make sure that all new OMSs are clear on all rules of office protocol for special events, and how to request meetings to ensure that functioning in the office is a daily success.

Also, I effectively trained the OMSs on the use of Time and Attendance, E2 Solutions for travel and vouchering and ILMS for ordering office supplies. Personally, training new incoming staff has allowed me to improve on my management and leadership skills, as well as refresh and sharpen my technological skills. Training the OMSs has guided me towards networking and building good contacts throughout EAP and other bureaus, which enhances my ability to interact with many other offices and showcase my good interpersonal skills. On many occasions, I am afforded the opportunity to meet/greet and network with new personnel throughout the department. This is a plus for me because I enjoy getting to know new employees, and the amazing work that they do for the Department of State. However, another enjoyment in my scope of responsibilities is when I am tasked to interact with the media. Working closely with international journalists allows me to utilize my management, leadership, and organizational skills, which requires special arrangement and planning that I initiate, however, directed by the officer in charge. When I am assisting the officer in charge, I have learned many new things, interviews and meetings are so vital, and are the key to having successful interviews and meetings.

Attend off site visits such as seminars, speeches, and interviews for new technology and software rollouts to train and demonstrate for my Director and Deputy Director. Responsible for uploading all correspondence onto excel spreadsheet as a tracking system before my director takes to his meetings to ensure clear and concise messaging for my office. Education

Certified Medical Assistant: 05/1995

Thompson Institute - Philadelphia, Pennsylvania

High School Diploma: 06/1989

Germantown High School - Philadelphia, Pennsylvania Accomplishments/Recognition

Awarded by EAP director Franklin award for hard work and can-do approach for greater responsibilities, 2019., Awarded by senior management for customer service and teamwork for the functioning of the office, 2012., Awarded by senior management for my expertise in processing large volume of travel request utilizing Travel manager and E2 Solutions, and handling travel vouchers to ensure all employees are reimbursed in a timely manner, 2011., Awarded by senior management for scanning and maintaining records for our overseas bureau and posts, 2004., Franklin Award with cash, 2005 for volunteering for Martin Luther King Jr's Birthday at Children's Hospital., Extra Mile award, 2005 for volunteering for project to replace and assist renovation of Offices., Extra Mile award, September 2005 for handling all the travel arrangements for 27 people also, hotel and equipment arrival for our San Francisco Conference., Extra Mile Award, 2003 for assistance with an Emergency Evacuation., Extra Mile Award, 2002 for assisting in the Office of the Chief Information Officer. Franklin Award with cash, 2002 for assisting in the Office of the Chief Information Officer.

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