Customer Service Quality Assurance

Michele L. Elhenawi

W. Hyattsville, MD *****

202-***-**** *******@*****.***

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Objective: To acquire a position that will give me the opportunity to grow and evolve my skills.

Technical Skills: Proficient use of Word, Excel, Powerpoint, Outlook, GovTrip, Integrated Management Information System (iMIS)

Job Experience:

National Institute of Child Health, Bethesda, MD 10/10-9/11

Program Assistant (Federal Contractor)

• Instrumental in providing high support to high level management with scheduling and coordinating of meetings pertaining to child health issues

• Calendar management, processing expense reports, updating excel spreadsheets, updating and editing of presentation materials, supply ordering, maintenance of office equipment, resolving IT issues, conference room blocks, managing phones, coordinated transportation arrangements for visitors, banquet arrangements for round tables

• Constructed a database based on RFI’s for Down Syndrome Research

• Worked independently in coordinating logistics for meetings

• Coordinated domestic and international travel and hotel arrangements using GovTrip travel systems, obtaining necessary signatures on travel requests and other documents.

• Monitored budget expenditures.

• Triaged incoming and outgoing mail.

• Served on NICHD Exchange Planning Committee.

National Ready Mix Concrete Association, Silver Spring, MD 12/07 – 08/09

Education Coordinator

• Managed the administrative operations of course delivery.

• Supported instructors with editing and updating course presentations.

• Answered questions from students pertaining to courses and programs

• Produced analysis on instructor’s evaluations

• Managed the delivery of logistics, classroom setup and breakdown , provided onsite support for classes held locally

• Developed Standard Operating procedures for all courses

• Produced the weekly marketing trends chart.

Chevy Chase Bank, Laurel, MD 11/04 –12/07

Office Coordinator

• Supported senior level management with various project that included producing and tracking various reports, arranging staff meetings, planning and coordination of departmental events, securing conference rooms, maintainence of organizational chart

• Provided weekly, monthly and quarterly analysis of customer service call center reports

• Instrumental in timesheet collection and verification, processing expense reports, writing up purchase orders

• Management of filing systems, and supply inventory

• Occasionally served as a backup for quality assurance monitoring

• Ensured and enforced the confidentiality, and compliance practices.

• Coordinated new employee set-up.

• Worked as a team with administrative staff in proctoring exams to call center employees

National Institute of Health, Bethesda, MD 10/02-10/04

Grants Administrative Assistant ( Federal Contractor)

• Worked in collaboration with the scientific researchers to coordinate peer review meeting needs that included indentifying convenient meeting dates, venues, room-setup, audio visual needs, logistical needs

• Worked with hotel staff to finalize contract, arrange for meetings accommodations that included meeting space, and lodging accommodations. banquet, audio visuals, and any other special needs

• Reviewing of grants for completeness, processing of grants

• Formatting, and editing, and creating of binder materials, (e.g., agendas, participant lists, tent cards, name tags, calendars etc.).

• Provided reception and administrative support during review meetings

• Post meeting tasks included running score cards, drafting of summary statements, processing of travel and honorarium expenses, ensuring hotel invoices were submitted and paid in a timely manner

Other positions held: FEMA-Human Services Specialist; Charles E. Smith-Leasing Specialist

Education: UMUC- currently enrolled in Criminology Degree Program

Prince Georges Community College- Marketing

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