Administrative Assistant Customer Service
Resume:
Patricia M. Clarke
Miami Gardens, Fl 33056
E-mail: *********@*******.***
Objective
To obtain a permanent full-time Administrative position with your department where I may utilize my skills and education while continuing to develop and enhance my career growth potential and public service experience.
Skills
Operate numerous software applications such as; Microsoft Office, Word, Excel, Outlook,
In-house database entry, Access, Web AMI, Office Outlook, Purchase orders, Learning Management System (LMS), Bonyfied, and Budget and Accounting Systems. Create and format letters, memorandums, tables, reports and presentations. Keyboard 45 wpm.
Work Experience
07/15/09–01/14/2011 Immediate Office of the Secretary Washington, DC 20201
Administrative Assistant
Supervisor Name: Phyllis Downey, NAI Personnel
Phone: 202-***-****
Serve as an Assistant to the Administrative Officer of Immediate Office of the Secretary. The major responsibilities of my position are to provide excellent administrative support to management. As a member of Immediate Office of the Secretary, my duties included providing general clerical and administrative support; creating and editing correspondence; sort and distribute mail; and order office supplies. Provide backup support for section supervisors and staff for the different offices when needed; revise Performance Management Appraisal Program (PMAP) plans; and create booklets and binders for HHS political appointees. Prepare travel orders and vouchers for the political appointees. I also ensure that all visitors sign in; escort guests to the appropriate functional staff member, pre-screening multi-line telephone and resolve the issues according to the nature of the call. Assist political appointees with completing forms required and process/separation of ID badges. Review and submit Homeland Security Presidential Directive 12 (HSPD-12) documentation with background investigation and/or security clearance packages for accuracy prior to forwarding to the Security Office.
Create and organize specialized and custom forms, specialized technical files, and create spreadsheets. Develop and revise confidential documents, templates, and update a variety of data in the databases and spreadsheets. Organize and update projects, create and update filing systems; copies, and other materials. Prepare technical worksheets, tables; establish and maintain database of information to track pending projects, and facilities request and services to make sure they are completed in a timely manner. Verify with IT that the work orders are completed and close out. Setup standard and preventative maintenance work orders; maintain records and logs of specialized or technical documents processed; develop, perform data input, and maintain logs and routine databases for a variety of purposes and information. Research and analyze information from a variety of sources for the preparation of records and reports; ensure data accuracy; and assist staff in locating files and records; conduct special studies and make changes to achieve greater productivity within the Immediate Office of the Secretary.
I show great initiative in seeking and creating alternative solutions as well as listening to other opinions when in attendance at face to face meetings, conference or video to exchanges ideas among my team members. Openly communicate and provide opinions and ideas, constructive feedback when appropriate. Display a strong understanding of how the job is related to other Agency work. I worked well under pressure when submitting projects within or before the time frames established by administrative manager in carrying out recurring assignments. Setup work orders and follow up on delayed orders; keep records of completed work order data; bring discrepancies to the Administrative Officer for resolution. As appropriate, I keep the Administrative Officer informed about absences and changes that will affect our staff and is ready for more ideas to make progress.
03/10/08–01/15/09 Office of the Secretary Executive Office Washington, DC 20201
Jr. Management Analyst
Supervisor Name: Anne Koeppen, NAI Personnel
Phone: 202-***-****
Served as a Jr. Management Analyst for the Equal Opportunity Office, Program Advisory and Strategic Management Services Departments of the Office of the Secretary Executive Office (OSEO) under the Department of Health and Human Services. Major areas of responsibilities included various administrative and analyst services such as: front office excellence in customer service by greeting visitors professionally , ensuring all visitors sign in; referring visitors to their appropriate functional staff member, answering multi-line telephone, pre-screening as to the nature of the call and resolving issues when appropriate before transferring or escalating. I also provided junior management analyst services as needed to three of the five total functional areas with OSEO.
Utilizing electronic office tools to make appointments; send out reminders, and reschedule when necessary and set-up business meetings for the Executive Officer, Managers, Team Leads and other staff members. These meetings include Microsoft live meetings, VTC, conference calls and Webex. Administer the filing system for the Performance Management Appraisal Program (PMAP) for the 17 Staff Divisions within the Office of the Secretary. Designed the tracking system for ensuring these records are managed both electronically and hard copy as the system of records for the Agency.
Assisted and served as a coordinator for Integrated Time and Attendance System (ITAS) for Program Advisory Services Staff. This work includes creating and modifying account profiles for new employees, updating the timekeeper roster, assisting timekeepers and employees with pay and leave issues; as well as, assisting with the leave transfer program. Upon employees’ separation, remove inactive employees from ITAS, prepare leave comparison reports; serve as a backup for other ITAS coordinators. Also, assist with the New Employee Orientation briefing including scheduling of the conference room and advanced preparations of the materials and equipment. The New Employee Orientation packages include health benefits, the HHS employee handbook, OSEO brochures and other critical data for new employees. Prepared and provided a brief description to the presenters with an agenda of what will be occurring during the NEO. Make tent card badges for new employee with the branch in which they will be reporting to at orientation. Assist employees with completing forms required and process/separation of ID badges. Review and submit HSPD-12 documentation with background investigation and/or security clearance packages for accuracy prior to forwarding to the Security Office.
Assisted Team Leader for Strategic Management Services with preparation and analysis of the Federal Human Capital Survey for the 18 OS Staff Divisions. The data is compiled at the sub-Staff Division component level which equates to 250 separate analysis reports. Prepared and distributed binders to the Division Heads. Reviewed and updated Learning Management System (LMS) data ensuring accuracy of employee’s transcripts.
Assisted the Equal Employee Opportunity Office with support by help them with filing, copying, and mailing confidential files and sensitive data.
03/21/07–01/04/08 HHS-Food and Drug Administration, Rockville, MD 20852
Administrative Assistant
Supervisor Name: Anne Koeppen, NAI Personnel
Phone: 202-***-****
Served as an Administrative Assistant for Food Drug and Administration of Department of Health and Human Services. My duties entailed greeting employees in a professional and courteous manner. I was also responsible for ensuring that customers were referred to the appropriate department by answering a multi-line telephone system, providing information and advice to claims that are reported by the customers about certain food and drugs they were taking, logging and tracking side effects that occurred. If I was unable to assist based on training received, I would brief the specialist who was responsible for that area on the customers claim before transferring the call to the appropriate office personnel.
01/02/07– 03/15/07 Department of Education- DCPS Washington, DC 20002
Administrative Assistant
Supervisor Name: Anne Koeppen, NAI Personnel
Phone: 202-***-****
Severed as a Administrative Assistant to the Office of the Chief Academic Officer known as the Office of the Chancellor demonstrating excellence in customer service to individuals through my professional manner towards staff and visitors; made sure the visitors signed in before referring them to their appropriate functional areas within the office. Provided office coverage to multi-line telephone/answering and referred calls to the appropriate staff member or took a message if I was unable to assist. Prepared presentation materials for meetings and conferences such as copies, writing tools materials, and scheduled monthly meetings and reminders in accordance with supervisor’s calendar; faxed supporting documents to different schools when the meetings are scheduled; transcribed statements from current and previous meeting, developed computerized graphic charts and all necessary paperwork for audio and visual presentation aids by using various office software.
Organized, revised, and prepared for signature office reports from various organizations by developing a notebook project for the school system. Standardized department filing system in an alpha numeric system to permit easy access to critical information for specific cases and school records. Opened, sorted, screened and distributed mail to staff.
04/12/06 – 11/15/06 Amalie Ferry Charter Boat Blowing Point, Anguilla, BWI
Bookkeeper
Supervisor Name: Alain Connor
Phone: 264-***-****
As an Bookkeeper/ Budget Clerk my daily duties consisted of, booking reservations for passengers or consumers who are requesting a charter going to St. Martin French side and St Maarten Dutch side. Collected admission on the boat before setting sail to the next island designation. Complete a manual budget and an audit report on a daily basis with passenger and fare information. Managed and tracked charter boat budget to actual reports; made daily deposits to the bank and created an inventory list in an excel spreadsheet as well as a backup hand written inventory book for merchandise purchase. These processes contributed to the boat run smoother with less passenger delays. Managed and issued paychecks to employees in accordance with the time and attendance forms submitted by the sailors; filed deposit slips, worker’s compensation forms and typed confidential materials.
02/07/06 – 03/30/06 HHS –Indian Health Services, Rockville, MD 20852
Administrative Assistant
Supervisor Name: Anne Koeppen, NAI Personnel
Phone: 202-***-****
Served as an Administrative Assistant to the Director of Indian Health Services. I provided such duties as answering multi-line telephone calls and referred calls to the appropriate staff member. Organized and revised office audit accounting reports from various tribes; developed a notebook project for special assignments. Created spreadsheets to track my work in various databases and to update information on Grants and other contractual agreements as requested by different organizations.
Responded, tracked and routed incoming and out going correspondence, memoranda and mail by checking for procedural, grammatical and typographical accuracy, before presenting to the Director.
Monitored and supervised the stock levels on a variety of office supplies and files located in the file room. Ordered office supplies for the division and maintained all associate records. Utilized various office equipment including, photocopier, fax machine, and calculator. Proficient in the operation of personal computer for accessing e-mail, electronic calendars, and other basic office support software.
03/26/04 – 01/10/06 Modern Music St. Thomas, VI 00802
Customer Service Supervisor
Supervisor Name: Leeann Khan
Phone: 340-***-****
Greeted and assisted customers with their selection, renting of movies, purchases and complaints. Answered busy phone lines and questions concerning music, movie or electronic merchandise. Handled customers in a patient, competent, and professional manner. Found many solutions to resolve problems for customers and managed some of the most challenging customers’ situations. Setup interviews and made hiring decisions. Trained and evaluated the staff.
Assisted with maintaining an inventory index and organized the display shelves whenever there is a shipment of Music CD’s, cassette, movie-DVD/video games consoles in accordance with the categories of display and electronic merchandise.
Researched music in the database to help customers find CD’s, movies’ merchandise or determine if we no longer had selection in stock. Also searched other locations that carried what the customer was requesting.
Monitored the consignment where customer or consumers bring in used CD, DVD and game consoles to sell or set up under a rental agreement. Explained the policies and procedures; managed the application process and reviewed identifications. Entered and monitored data through the Bonyfied database (rental and look up merchandise in the store), used Web AMI to look up merchandise on the Internet that is in stock and utilized Microsoft Excel to order special request for movies CDs and other merchandise.
Training
Integrated Time and Attendance System (ITAS) training, , No Fear Act training, EEO training, Learning Management System (LMS) training
Education
05/08-Present Ashford University Online Clinton, IA 50273
Currently enrolled
Major: BA in Psychology
BA in Sociology
GPA: 3.33
Semester credits: 78
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