Theresa Smith
Brooklyn,NY
Summary
Dedicated professional with history of meeting company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
4
4
years of post-secondary education
Work History
Instructional Support Assistant
COLUMBIA UNIVERSITY
NEW YORK, NY
11.2020 - 01.2021
- Provided Instructional Support for School of Professional Studies, MS defenses, capstones, weekend course week, block week classes and classroom locations.
- Zendesk inquiries request: fulfilling requests with budget approval from department administrator.
- Eventbrite- creating name tags.
- Google calendars/share folder doc.
- Canvas navigation.
- Video Assistant Training for Zoom platform that supports all communication needs.
- EMS (Event Management Services-Parsing (room reservations), IEF (Instructional Eligibility Form- verification of teaching ability).
- Zendesk Finance (purchase orders, independent contractors, p-card, check/wire payment etc.).
- Also performed other duties assigned.
Administrator Coordinator, Receptionist
06.2018 - 03.2019
- Administrative Services for Finance Department, , completed Staples Speed chart requisitions through ARC determining appropriate voucher for completion.
- Scheduled multi-conference rooms, crafted Excel spreadsheet, Ordered and kept supplies stocked, answered telephone requests, signed for all deliveries, main contact person for facilities, completed special projects.
- Monitored and directed incoming mail and prepared outgoing mail
- Answered central telephone system and directed calls accordingly
- Scheduled and confirmed appointments and meetings for senior management team
- Supported various administrative duties by proofreading, transcribing and invoicing
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Liaised with vendors, contractors and professional services personnel to properly process orders
- Oversaw inventory materials monitoring, requisitions and supply re-stocking
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Kept records in CRM to maintain customer data
- Managed multiple tasks and met time-sensitive deadlines
Coordinator
East
05.2018 - 06.2018
- Processed Vouchers through Unifier Systems entered vendors name, title, invoice number, date, amount and Invoice attachment then sent to Accounts Payable processor, knowledge of CSVAP/ UEM scanning documents, pick-up check requests, processed / sorted mail, Xeroxed copies, Invoice pick-up at Morningside campus, completed special projects.
- Received and responded to customer requests via letters, emails, telephone calls and in-person interactions
- Interpreted management directives to define and document administrative staff processes
- Entered data, generated reports and produced tracking documents
- Oversaw technical, operational, clerical and customer service support activities
- Maintained master schedule and set up appointments
Senior Student Services Representative
07.2009 - 04.2018
- Morningside campus processed all Withdrawals through Service Now Portal.
- Imputed all grades, answered ASK US inquiries utilized by faculty, students, staff etc.
- Front line worker, answered inquiries in person, and online requests, answered heavy telephone inquiries, registration add/drop forms.
- Entered degree verification on major declaration forms.
- Monitored monthly payment plans for student accounts.
- Maintained filing, created spreadsheet documents for transcripts through Excel and MS Word.
- Understands Third-Party billing through work acquaintances.
- Worked to maintain optimum levels of communication to effectively and efficiently complete projects
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
Senior Student Services Representative
03.2009 - 07.2009
- ID Center Morningside campus, Lenel software, collected payments, used photo machine.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Worked closely with Registrar Office to maintain optimum levels of communication to effectively and efficiently complete projects
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Coordinator/ Student Services
07.2005 - 03.2009
- Morningside campus, ordered supplies, xeroxed copies, performed related duties.
- Entered data, generated reports and produced tracking documents
- Oversaw technical, operational, clerical and customer service support activities
- Gathered and organized materials to support operations
- Entered and maintained departmental records in company database
- Aided colleagues, managers and customers through regular communication and assistance
- Controlled expenditures and worked with accounting department to manage budgets
Senior Student Services Representative
07.1988 - 11.2005
- Records Division, processed transcripts, certifications, microfilm, microfiche, constructed transcripts through extensive archives research, entering course name, description and grades, supervised and trained work-study students, temporary hires and Columbia staff.
- Governed student financial accounts, academic records, Telephone / Web Registration, (Add/Drop forms), filing grades, Financial Aid training, Diploma look up, knowledge of University Policies.
- Worked with SIS, SSOL, SDR
- Explained tuition and fees billing policy and procedures.
- Knowledge of general Financial Aid Award inquiries.
- Performed other related administrative tasks through heavily multi-tasking.
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Offered friendly and efficient service to customers, handled challenging situations with ease
Call Center Representative, Call Center Operator
03.2005 - 07.2005
- East campus, Facilities & Operations, , contacted facilities workers, logged complaints, follow up inquiries, computer software used.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Education
MPA - Public Administration
College of New Rochelle
09.2014 - 05.2015
B.A. - Communications
College of New Rochelle
New Rochelle, NY 09.2008 - 05.2012
MS Excel Advanced Training Certificate -
Local 2110 Training Program
New York CitySkills
Critical Thinker
Attention to Detail
Analytical skills
Customer service
Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You know you are on the road to success if you would do your job, and not be paid for it.
Oprah Winfrey
Timeline
Instructional Support Assistant
COLUMBIA UNIVERSITY
11.2020 - 01.2021
Administrator Coordinator, Receptionist
06.2018 - 03.2019
Coordinator
East
05.2018 - 06.2018
MPA - Public Administration
College of New Rochelle
09.2014 - 05.2015
Senior Student Services Representative
07.2009 - 04.2018
Senior Student Services Representative
03.2009 - 07.2009
B.A. - Communications
College of New Rochelle
09.2008 - 05.2012
Coordinator/ Student Services
07.2005 - 03.2009
Call Center Representative, Call Center Operator
03.2005 - 07.2005
Senior Student Services Representative
07.1988 - 11.2005
MS Excel Advanced Training Certificate -
Local 2110 Training Program