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Administrative Assistant Customer Service

Washington, DC
August 06, 2012

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Phone: 301-***-**** E-mail:


Dynamic administrative professional with over 25 years experience is seeking a position that will utilize my experience in office management and customer service. Proven ability to improve the efficiency and effectiveness of daily operations, and to design and implement quality improvements and processes. Possess exceptional interpersonal and business skills. Detail oriented and computer literate.


SYSTEM ONE (Agency) – Cranberry, PA

04/2012 – 07/13/2012

WESTINGHOUSE ELECTRIC – Administrative / Receptionist

Front office administrative, greet all customers and visitors who enter into office assisting them.

Scheduled appointments & meetings for the Director in Microsoft Outlook.

Process travel requisition and hotel accommodation, also expense reports through an electronic


Perform general clerical duties to include answering phones, email support, copying, mailing,

and filing.

Managed the attendance log for all meetings held in office, transferring numbers into monthly

excel spreadsheet.

Setup TV monitor daily to display different events and news about Westinghouse.

Managed the copier and kitchen area, ordering supplies as needed.

Sending bills through an electronic accounting e-mail for payment.

Reconcile bank statement against invoices, and pay bills for the office.

Typed up correspondence letters and created tables in Microsoft word.

Created PowerPoint slides and handouts.

Assisted with coordination of meetings, and conference calls also providing meeting support.

FM TALENT (Agency) – Silver Spring, MD

2011 - 2011

FDA – Division of Cellular & Gene Therapy / Secretary

Greet all clients and visitors who enter into the office.

Calendar management of DCGT director, schedule and manage standing meetings with staff and stakeholders.

Responsible for creating different tables in Microsoft word, also working in excel to update and

manage tables for the director, and other staff within the department.

Manage division and branch meetings, responsible for staff video conferences.

Maintain office equipments, service contracts of office equipments (Fax machine, copy machines,common printers, LCD projectors, and computers), order supplies and printer cartridges etc. while working with program specialist.

Maintain miscellaneous office activities including scheduling cleaning, FedEx pick up, and recycle box pick up etc.

Distribute DCGT mail to staff, incoming and outgoing mail.

Manage property custodial responsibility for the entire division including labs and manage surplus project.

Key management for the division office and labs.

Responsible for division car management maintenance log book and all paper work submission.

Coordinate outside activities with administrative specialist, and keep copies in respective personnel folder.


2010 – 2011


Administrative Assistant: Clinical Trial Center

Greet all volunteers who come in for an appointment, and have them to sign in.

Track visit in Study Manager Database, and schedule next schedule appointment.

Tally up number of volunteers who come in for each study, and transfer numbers into monthly stat spreadsheet.

Process and print out checks for each volunteer.

Update outlook shared calendar monthly with study visits from coordinators.

Add new research studies into the Study Manager Database, which is detail information from study protocol which needs to be entered into different sections of Database, to have up and running when new studies starts up. Run end of month reports from QuickBooks, backup data entered into QuickBooks, and copy data onto a CD which then gets sent to CRM Headquarters in Ohio.


2009 – 2010

Customer Support Specialist:

Answering calls in rotation on an ACD phone line system daily.

Assisting customer with their needs, and providing extensive/detailed information about NCQA products.

Provide information utilizing varied resources, such as NCQA publications, email, internet

and appropriate staff.

Triage complex issues to the next level, as appropriate.

Keep informed of NCQA activities, changes in products and frequently asked questions and problems related to products.

Perform order entry, data integrity activities, record keeping and respond to general inquiries via email and telephone.

Provide navigation and user management support for the website and ISS. Triage technical issues to appropriate NCQA staff members.

Provide general administrative support, including correspondence, document management, filing, faxing.

FRIENDS AND COMPANY (Agency) – Washington, DC


2008 – 2008

Member Service Representative:

Research members & non-members with their Science Subscription magazine accounts through AAAS Publisher Member Service Department.

Daily function of answering ACD phone lines assisting members & non-members with their membership accounts. Researching the status of payment activity; expiration date; how long membership has been active; cancellation of membership; taking payments on accounts. Updated accounts with request for address change, category changes, sub type changes.

Daily tasks involved: sorting all faxes and separating payments and placing in appropriate mailboxes or payment box; and pulling all orders from lock box and separating credit cards and checks.


Administrative Assistant

2006 – 2006

Administrative Assistant for Planning and Evaluation Branch provided International Affairs such as policies & procedures, performance measures, emergency planning.

Responsible for review and edit program analysts’ work packages for the Deputy Assistant Commissioner and Assistant Commissioner approval.

Responsible for the updating of the office of International Affairs employees emergency contact information to use for contingency operation exercises and real world events.

Designated to provide front office administrative coverage for the Deputy Assistant Commissioner and Assistant Commissioner.

Primary event coordinator for research, confirmation and development of the guest list that consist of comprised ambassadors, Department Homeland Security executive level officials for the newly appointed Commissioner of Customs Border welcoming reception.

Responsible for distribution of incoming mail, as well as all out going Fed-Ex and DHL tracking of packages.

Created an excel log on Committee of Foreign Investment in the United States, documentation regarding legal information concerning transporting goods into the United States.

Created a Customs Tracking System log of all personnel assigned to the Office of International Affairs.

Provided administrative support and consolidations of Planning Evaluation Branch work packages, to ensure packages were complete and proper coordination was reflected on package for Division Director Review.


Administrative Assistant: Acquisition Department; Housing Authority Resource Center;

Housing Preservation Department

2005 - 2006

National Equity Fund, Inc.

Assisted two Vice Presidents of National Equity Fund, in the Acquisition Department and Senior Acquisition Officer also other staff if needed within the department.

Processed expense reports for business travel purposes. Expense reports were processed through an electronic on-line system.

Responded to phone calls and e-mails daily.

Assisted with typing up contract documents and editing.

Set up teleconference calls for staff meetings and business meetings to be held.

Made copies of all documents that were sent out, and kept a copy on file.

Created a master excel log of all out going contract documents and letters.

Maintained all subcontractor costs contracts and invoice resolution.

Followed through in making travel arrangements.

Processed Fed-Ex packages and regular mailings daily.

Local Initiatives Support Corp.

Assisted Senior Program Director of The Housing Authority Resource Center / Program Officer and Vice President of Housing Preservation Department.

Process all business travel expense receipts / invoices to be paid for both departments.

Typed up correspondence letters and kept all out going documents on file.

Assisted Housing Authority Resource Center with all printing jobs for seminars/conferences and meetings. Large printing jobs would get sent out to a printing company to have documents collated and shipped out to training sites.

Responsible for tracking all individuals who attended any training and seminars in a excel log.

Created PowerPoint slides for conferences & seminars.

Set up teleconference calls for the Housing Authority Resource Center.

Call travel agent to set up travel reservations for outside consultants who worked with the Senior Program Director in the Housing Authority Resource Department & Vice President of Housing Preservation.

Responsible for writing up travel authorization forms to coincide with the travel itinerary to support the travel expense report.


Alexandria, Virginia

2003 - 2005

Administrative Assistant: College Guidance Office

Ensure and facilitate seamless administrative functions within the College Guidance Office.

Prepare “Academic Effectiveness Profile” for students.

Type, copy and collate materials for mailings and meetings with students and parents.

Request student transcripts from Registrar.

Complete the Secondary School Report Forms that accompany transcripts (600 + sheets over 6 months).

Retrieve the college advisers’ recommendations from the computer, proofread, and prepare final copies.

Compile and mail packets of credentials to support each application to college. Type and mail mid-year reports to support each application.

Mail final transcripts to chosen colleges.

Exhibit exemplary interpersonal skills to interact with staff, students, parents, and college visitors.

Manage general incoming and outgoing calls for office.

Enter data into computer for items such as SAT scores, college applications: dates, destinations, student grades, and visits from college admission personnel.



Operations Assistant: -1992 to 2000

Contact admissions’ officers to complete, verify, and resolve discrepancies concerning submitted documents.

Review reporting and service fees for proper completion and numeric control.

Records Assistant: -1991-1992

Received, reviewed and filed transcripts to match applications, prepared files for verification processing.

Expedited the application process by functioning as liaison between Registrars and applicants.

Data Entry Assistant:-1987-1991

Reviewed, verified, and processed applications and support documents in accordance with established guidelines to follow-up on missing or deficient information.


Microsoft Word, Excel, PowerPoint, Word Perfect, Microsoft Outlook, E-mail, GroupWise, QuickBooks, Internet


Certificate in Office Administration - The Academy of Business Careers

Diploma - Parkdale High School

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