Hard Working/Dependable/Dedicated
Resume:
Tracy D. Smothers-Hardy
Bowie, MD 20721
PROFESSIONAL EXPERIENCE
GRIFFITH ENERGY SERVICES (part-time) 2006-Present
Customer Service Representative
• Provides emergency services support for inbound callers/consumers
• Assists in explanation of service contracts/advises consumers of fees if there is no current existing service contract on account
• Effectively communicates with service dispatch/oil dispatch departments based on nature and severity of each call
• Processes payments via credit card, and check by phone system
• Schedules oil deliveries and routine maintenance requests
EXCEED CORPORATION 2005 - Present
U.S. Department of Labor/ETA/Office of National Response
Executive Administrative Assistant
• Provides overall support to Office of National Response Administrator
• Single point of contact for inbound callers to Department of Labor/Office of National Response/Division of Trade Adjustment/Division of Dislocated Workers
• Assists and directs callers to appropriate areas
• Answers/responds to inquiries regarding trade adjustment
• Assists in the daily preparation and mailing of petition notification letters in response to petitions received by the office
• Creates and files confidential business folders containing petition investigation information
• Prepares, tracks, and maintains all incoming/outgoing general correspondence received by the office
• Manages office supply and equipment needs and track all supply spending
• Serve as back up support for management information system team
• Scans all incoming/outgoing correspondence utilizing S.I.M.S. (Secretary Information Management System)
• Maintains locked case file room (pulls cases/files)
USA TODAY 2003 - 2005
Customer Service Professional II
• Serviced new and existing customers calling inbound, as well as providing support to other areas of The National Customer Service Center
• Met and exceed the daily ACD telephone standards, call quality and other performance standards, while utilizing the customer database system, along with other resources available to complete the call
• Consistently exhibited enthusiasm and customer focus
• Established commitment to legendary service actively and maintained legendary performance to adhere to the needs of each customer
• Performed customer follow-up and administrative needs for the customer (e.g. research, faxing, mailing)
• Participated in on-going training programs to help enhance job skills
• Serviced customers by resolving account discrepancies, billing and delivery problems
• Assisted the department manager and supervisors in special project assignments that are associated with other processes and procedures
UNIVERSITY OF MARYLAND 1997 - 2003
Office Supervisor I
• Interacted with students, the general public and the university personnel in a courteous and friendly manner
• Assisted and resolved routine records and registration issues
• Answered multi-line telephone system and directed callers to the appropriate destination
• Handled office correspondence
• Accepted new projects from management personnel in a positive manner
• Assisted others outside my assigned work area with various tasks
• Voluntarily shared information and provided instructions to administrators in the Office of the Registrar
• Effectively prioritized workload and completed assignments accurately in a timely manner
ANSTEC, INC. 1993 – 1995
Data Entry Operator, Customer Service Representative
• Provided telephone coverage for a Washington, D.C. public high school drug program
• Answered the 800 toll free telephone lines while accurately entering the callers names and addresses into the company’s database
• Generated labels suitable for the mailing of drug-free publications
• Prepared correspondence for mailings
• Transcribed overnight messages from office voicemail
• Willingly assisted in other areas whenever necessary
DISTRICT OF COLUMBIA GENERAL HOSPITAL 1988 – 1991
Unit Clerk
• Greeted and directed all visitors to the unit of Labor and Delivery
• Answered busy multi-line telephones
• Assembled all patient charts accurately and neatly
• Maintained and ordered supplies for the various hospital units
• Assisted nursing staff with instrument sterilization
• Effectively communicated with medical staff in efforts to ensure that the patients where in the most comfortable environment
• Flexible towards assisting on other units of the health care facility, whenever there was a staffing shortage
• Completed multiple tasks concurrently, while maintaining within a fast paced environment
SIGNIFICANT DEVELOPMENTAL SKILLS
• Detail/Goal oriented with strong problem solving and multi-tasking skills
• Customer Service Certified
• Excellent work ethic with the ability to work independently and efficiently
• Ability to handle various office machinery (i.e. copier, scanner, plotter and fax machines)
• Strong communication and student information system skills
• General knowledge of Accounting with the ability to adapt and learn new practices and procedures
• Proficient in Microsoft Excel and Word
• Strong knowledge of Microsoft Access, PowerPoint, and Outlook
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