Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

A Victoria McClellan

Trenton,New Jersey

Summary

Having previously worked in a fast paced, high stress position I have developed exceptional skills in organization and accuracy. I have demonstrated expertise in managing teams, implementing successful projects, and de-escalating intense situations. Moreover, I have a proven track record of problem-solving, decision-making, multitasking, & collaborating which are essential to succeed in any role I may take own. In addition, I possess excellent communication skills and the ability to work effectively both independently and as part of a team. I am confident in my ability to develop strong relationships with clients and colleagues alike.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Administrative Assistant

120 East State
03.2023 - Current
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Created and maintained databases to track and record customer data.
  • Scheduled office meetings and client appointments for staff teams.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Assisted development and implementation of new administrative procedures.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Developed strategies to streamline and improve office procedures.
  • Processed customer orders accurately and within agreed timeframes to meet service standards.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Managed department budgets and generated financial reports for management review.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Volunteered to help with special projects of varying degrees of complexity.

Account Coordinator

Conduent
09.2022 - 03.2023
  • Work on Accounts for clients during their tax year
  • Worked with serverl in company software programs to gather information to assist in the client's needs

911 TELECOMMUNICATOR

IXP CORPORATION, Lawrence Township
01.2020 - 05.2022
  • Processes incoming and outgoing emergency and non-emergency telephone calls, ensuring agency policy,procedures and goals are met
  • Dispatches and communicates with law enforcement, fire and EMS units,ensuring agency policy, procedures and goals are met
  • Provides Supervisor with input regarding policies andprocedures pertaining to the operation of the communications center
  • Coordinates with Supervisor toimplement changes in Center procedures
  • Speaks English clearly and verbally communicates effectively
  • Works effectively and calmly in a high stress environment
  • Maintains familiarity with the general geographyof the communities served
  • Meets all training requirements of the Center
  • Participates in availableprofessional development for center staff
  • Communicates in a positive manner with Supervisor and othercenter staff
  • Reports commendable performance or deficiencies or liability issues to Supervisor in a timelymanner
  • Earned Dispatcher of the year for the 2020-2021 Active Role as CTOA (Certified Training Officer
  • Assistant) developing trainees.

SPECIALIST

AAA DISPATCH, AAA
01.2019 - 01.2020
  • Reviews capacity with shops/ drivers at the start of the shift and communicates with owners if additionalcapacity is needed Communicates any capacity impact to operation to coordinators or team lead
  • Communicates any other impactful variables, i.e
  • Weather, traffic, accidents, etc
  • Collaboration with otherwork groups Forwards any coaching opportunities for contact centers to coordinator Handles Escalated
  • Service issues and Member concerns & Searches for alternative solutions Ability to communicate guidelines,procedures, policies to dispatch specialists, CSN, and members as needed Oversees / Monitors callmanagement for operation Follows appropriate work processes regarding call management, Priority calls;ensures member safety, verifies member breakdown location, seeks expedited service KMI – keeps/ ensuresthat members are informed through a variety of methods by the dispatch specialists or driver – technology(callout box/ SMS) and manual phone calls Ensures that calls are cleared and updated throughout the shift
  • If calls are open, should have updated ETA's and appropriate comments or status
  • Also responsible forsubmitting Payroll and time card.

CALL SPECIALIST

ONSTAR WELCOME, General Motors
12.2016 - 11.2018
  • Efficient on word and GAA application
  • Pleasant telephone voice
  • Managed accounts
  • Handled billing

Education

HS Diploma -

Trenton Catholic Academy

Bachelors - Progressing Liberal Studies with a Business, Management

Johnson & Wales University
Charlotte, NC
06.2026

Skills

  • Sales Plan Implementation
  • Lotus Notes
  • CRM Software
  • Project Planning
  • Account Balancing
  • Administrative Support
  • Records Preparation
  • Recordkeeping

Additional Information

  • PCI training certifiedAssisted customers with all around issuesRed Cross certified due to the business being open 24/7 Then promoted in same company to BBWC salescoach. Working in a call center environment, agent productivity and adherence is a major importance.Assisted new hire employees with the familiars in the company and trained and coached them to do thethings mentioned above including how to successfully keep track of their adherence.

Certification

Criminal Justice Information System (CJIS) Terminal Operator Certification

2020 Emergency Medical Dispatch (EMD) Certification through the National Academies of Emergency Dispatch (NAED).

2020 Emergency Fire Dispatch (EFD) Certification through the National Academies of Emergency Dispatch (NAED).

2021 Emergency Telecommunication Certification (ETC) through the National Academies of Emergency Dispatch (NAED).

2021 General police, fire and EMS operations training. 2022 Cardio Pulmonary Resuscitation (CPR).

2022 Multiple FEMA certification

Timeline

Administrative Assistant

120 East State
03.2023 - Current

Account Coordinator

Conduent
09.2022 - 03.2023

911 TELECOMMUNICATOR

IXP CORPORATION, Lawrence Township
01.2020 - 05.2022

SPECIALIST

AAA DISPATCH, AAA
01.2019 - 01.2020

CALL SPECIALIST

ONSTAR WELCOME, General Motors
12.2016 - 11.2018

HS Diploma -

Trenton Catholic Academy

Bachelors - Progressing Liberal Studies with a Business, Management

Johnson & Wales University

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