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(301) 379-1992 Joliet3700@gmail.com

Administrative Profile
A resourceful and self-motivated veteran, who served as an Administrative Specialist for senior ranking officers with 20
plus year, is seeking a position utilizing the ability to identify and resolve problem areas and develop effective policies and
procedures. I have excellent time management skills, in addition to the ability to effectively prioritize a broad range of
responsibilities to consistently meet deadlines, maintain confidential databases, supervisory skills and extensive
experience in customer service.

Professional Experience

Southern Maryland Electric Cooperative 2005 - 2016

Senior Customer Service Representative

Supervised customer service representatives and trainees while providing training, leadership, and guidance
Prepared invoices, financial statements, reports, memos, letters, and other correspondences
Received and screened telephone calls while directing calls to appropriate staff member, and assisted the public
with answers to routine questions
Served as Staff Advisor point of contact who interacted effectively with other departments to provide guidance in
reaching common corporate goals, respond appropriately to the concerns of other employees
Evaluated company policies and procedures to ensure company compliance and recommended actions to
Manager and Director to keep up with evolving best practice standards
Maintained department files, and received and distributed mail, and faxes of a high confidential nature
Utilized databases for possible identity fraud to ensure customer security
Increased the overall customer survey follow-up rating for Regional Services from 65% to 90% by originating
steps that included creating multiple layers of follow up, to ensure all deadlines were met in a timely manner.
within the customer care billing system
Effectively saved the company time and costs by successfully condensing the new hire training program from
12 to 6 weeks
Revised and implemented a new employee training manual that reduced the companys overtime payout and
reduced staff shortage while improving the departments employee retention

Kirkpatrick & Lockhart, LLP 1999 - 2005

Litigation Secretary

Provided litigation assistance to Managing Partner and Attorneys in the practice areas of Securities Enforcement.
Produced legal documents ensuring accuracy and confidentiality
Opened new client matters, created engagement letters, sorted and distributed mail and maintained client and
correspondence files
Screened incoming calls and visitors
Scheduled office travel, prepared travel expense reports and itineraries for staff
Maintained electronic calendars of meetings and appointments
Coordinated and configured conference rooms for meetings

U.S. Securities & Exchange Commission 1993 1999
Secretary, Legislative Affairs

Monitored and tracked legislation

Provided administrative support for Legislative Director and constituents
Maintained electronic tracking and filing systems, correspondence management, timekeeping, travel processing,
conference and/or meeting planning, maintenance of calendars
Communicated with affiliates their legislative needs
Organized and prepared documents for subcommittee members for conferences
Generated reports, letters, and briefings related to agency policies
Assisted in planning and coordinating staff activities

Naval Military Personnel Command 1989 - 1993


Received telephone calls, provided general information, answered all questions and directed calls and visitors to
appropriate officials
Planned conferences and coordinated the development the agenda to be distributed to all attendees
Reviewed and revised all correspondences, and determined deadlines and offered suggestions concerning
actions to be taken
Prepared and reviewed a variety of reports, forms, requisitions, and legal documents, determined deadlines and
offered suggestions concerning actions to be taken
Organized and maintained files, records, manuals, handbooks, and other related materials

Continued Education

Office Procedures and Technology

Desktop Publishing
Integrated Office Systems
Research and Writing
Improve your Productivity
How to Deal with Employee Complaints & Concerns

U.S. Army Administrative Specialist Course - Certification

U.S. Army Communications Course Certification

HONORS: Honor graduate, United States Army, Non-Commission Officers Academy

Computer Skills
Microsoft Word