Bernice L. Hayden

Work History

Upwork

08.2011 - Current

Executive/administrative support
Reception and Customer service support
MS Word, MS Excel, MS PowerPoint, MS Outlook
Google Suite
Managed Salesforce CRM input, exports and clean up.
Uploaded files for team use on Google Suite and SharePoint.
Scheduled and coordinated appointments, enabling better time management and meeting logistics for clients.
Internet research
Monitored emails, organized inbox, and prioritized messages for supervisor.
Answered and screened calls to provide information, schedule appointments and take detailed messages.
Completed business correspondence, transcription, and data entry.
Elevated client experience by providing timely customer support via phone calls and emails.

Goodwill Industries

09.2023 - 03.2024

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Ensured accurate record-keeping with diligent data entry and database management for vital company information.
Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Maintained inventory of office supplies and placed orders.
Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.

DHHS, APS/CPS Central Registry

12.2015 - 07.2017

Conduct checks of the adult and child abuse and neglect register for the purposes of employment, placement of children, volunteer work as required.
Provide para-professional support to adult and child protective services program specialists and administrators.
Answer telephones and receive and process paper and e-faxes.
Send letters or correspondence to employers, agencies, and individuals verifying the status of the identified person as it relates to adult and child abuse and neglect registers.
Interpret adult and child abuse and neglect intake information.

Neptune Society (through Excel Staffing)

06.2014 - 12.2015

Acted as primary administrative support to Sales Manager and supported Service Manager as needed.
Interfaced with Sales Representatives to aid and support.
Received new sales contracts and processed payments for Service Manager.
Audited contracts for completeness and compliance (standards of Sarbanes-Oxley and funeral industry regulations), processed in HMIS application
Processed payment deposits and credit card transactions.
Maintained and coordinated the ordering of printed forms and office supplies.
Obtained and processed all incoming mail, and preparing daily outgoing mail.
Acted as primary responder to phone calls and greeted walk-ins.
Listened to understand and communicate solutions to our customers’ issues.

Unified Technologies

06.2013 - 05.2014

Primary support for Vice-President of Operations and service team for telecommunications software/hardware installs and service.
Scheduled and prioritized service appointments daily to ensure customers' needs were met.
Assessed validity of customer complaints and ensured appropriate solutions to resolve customer concerns.
Managed project status documentation and communication.
Scheduled emergency service.
Annotated and closed service records.
Assisted with minor software programming for Shoretel and Samsung phone systems.
Maintained effective working relationships with customers and co-workers.
Additionally, provided administrative support for sales team.

Lexmark International (Temporary through Adecco)

11.2010 - 04.2013

Supported 3 Regional Sales VP’s - managing a heavy, ever-changing calendar.
Ensured that Executive has all the necessary documents, handouts, presentations for all meetings.
Managed and maintained executive’s schedules, appointments and travel arrangements, including air, hotel, and car service (including international travel).
Transcribed and distributed minutes of meetings.
Composed and edited correspondence, communications, presentations and other documents.
Received and interacted with incoming visitors and external clients.
Invoiced, ordered supplies and processed expense reports in SAP.