Summary
Dedicated administrative professional adept at providing administrative and logistical support for various projects, programs and initiatives. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration. Resourceful and experienced worker offering expertise in customer service, travel coordination and file management. Detail-oriented team player with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
3
3
Certificate
Work History
Data Entry
Schutzenclad
02.2010 - Current
- Developed and implemented department policies and Standard Operating Procedures (SOP).
- Created and maintained department work schedules for adequate coverage during operating hours and overtime shifts.
- Managed performance expectations for employees within departments.
- Maintained data entry team access log-ins and granted system permissions to approved employees.
- Reported statistics requested by senior management accounting for database growth and call volume.
- Conducted performance reviews of employee goals, objectives and performance expectations.
- Reviewed budget forecasts, factoring department staffing and production needs.
- Provided daily supervision, feedback and oversight to direct reports.
- Participated in weekly conference calls with management to discuss department updates and strategies.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Kept high average of performance evaluations.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Trained team members on new hotel services and products to support promotional efforts.
Administrative/Parental Liaison ⦁ Classroom
State of North Carolina Teacher
01.2005 - 09.2023
- Instructor ⦁ Team member ⦁ IT support ⦁ Committee
- Employed working knowledge of word processing, spreadsheets, Excel, and graphics.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Utilized Masters in Secondary Education and 5 years of related experience to achieve great test score results.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Maintained tidy environment to comply with cleanliness and sanitation standards.
- Assisted in preparation of meals and snacks to provide children with proper nutrition.
- Gathered materials and resources to prepare for lessons and activities.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Actively encouraged children to develop their communication, problem-solving and social skills.
- Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
- Instructed children in health and personal habits, such as eating, resting, and toileting.
- Documented behavior, development and learning of children to enable tracking history and maintain accurate records.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Taught hand washing and proper use of utensils to promote good hygiene and etiquette habits.
- Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
- Implemented curriculum to enhance classes with learning-focused activities.
- Utilized technology to develop instructional materials and activities for children.
- Established positive relationships with students and families.
- Created safe and nurturing learning environment for preschoolers.
- Guided students to develop social, emotional and physical skills.
- Modeled positive behavior and communication skills for students.
- Planned and executed activities to stimulate physical, social and intellectual growth.
- Collaborated with teachers, parents and administrators to facilitate positive outcomes for students.
- Organized and supervised large and small group activities.
- Implemented age-appropriate curricula to meet needs of young learners.
- Developed innovative activities to engage young children in learning process.
- Supported students in developing self-esteem and self-confidence.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Incorporated music, art and literature into curriculum.
- Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
- Utilized creative teaching strategies to engage students in classroom.
- Assessed student progress and provided feedback on educational development.
- Helped new preschool children get used to classes by giving one-on-one support.
- Developed and implemented behavior management plans.
- Increased student satisfaction by frequently communicating with students about needs and adapting lessons to interests and classroom progress.
- Encouraged use of technology to support student learning.
Reader Advisor
State Of North Carolina
06.2015 - 01.2017
- Was highly visible and dynamic through a high volume of interactions with prospective patrons via phone, video conferencing, text, and email, adhering to the contact strategy
- Maintained and provided accurate information on patron process, program requirements, patron success/retention initiatives,
- Anticipated responses and prepared clear and articulate answers.
- Produced detailed reports outlining key issues and proposed solutions.
- Coordinated work of project dedicated to raise awareness of need, applying strong project and team leadership to enhance success.
- Planned, developed and implemented strategies to convey information with key decision makers.
- Contributed to individual, team, and unit goals on a daily, weekly, monthly basis to ensure new patron growth targets are met
- Developed referral leads from prospective patrons, and /or personal networks
- Proactively engaged with prospective patrons and help them overcome potential barriers within the Patron online systems process
- Acted as a liaison for prospective patrons by assisting with all process and other University departments
- Provided comprehensive responses to Patron via online, email, phone and in person questions regarding library media materials
- Possessed thorough understanding of product knowledge, policies, procedures, systems to guide prospective patrons effectively and accurately
- Corresponded clearly and effectively with all patrons and Advisor team members
- Was knowledgeable of Library services to include hybrid classes and testing services at military and civilian sites where relevant
- Maintained a mastery of content knowledge for all Library alliance programs and community college agreements
- Participated and provided leadership in activities and new patron success initiatives including attending virtual open house events, information sessions, webinars, classroom walk through presentations and other events as requested to offer guidance to new students
- Provided general information to patrons regarding , the full range of active duty and veteran educational benefits, process, and requirements via phone, text and email conversations
- Performed other duties as assigned
- Helped draft speeches, presentations and other materials for state team colleagues, and review staff’s written materials for quality and form (as well as performing other internal communications roles as needed)
- Elevated the profile of State Library agency, by working through the media
- Collaborated with Director, to build relationships to ensure programming for agency
- Managed media activities to support Library fundraising
- Followed agency’s policies and guidelines
Work Force Communications Counselor/Library Assistant/Children
Wake County Public Libraries
01.2007 - 01.2015
- Gathered and appraise background information on clients concerning work history, activities, goals, adjustment problems, and physical abilities and limitations ⦁ Develop vocational aid plans which include recommending continued counseling and/or training programs to provide best vocational alternatives ⦁ Recommend assessment instruments when appropriate, and administer and interpret aptitude, interest, and skills tests ⦁ Explained services available from other public assistance agencies within the community and make referrals when appropriate ⦁ Assist clients with job searching and resume building activities ⦁ Maintained contact with clients to assist them with employment related issues ⦁ Formulated employ-ability plans with clients that may include training or other interventions leading to the employment objective
- Placed books on proper shelves when returned to circulation.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Answered questions from patrons and helped to find desired materials.
- Gained strong understanding of various methods for cataloging books and other materials.
- Stayed up-to-date on library policies and procedures to smoothly enforce standards.
English Language Arts Teacher
Wake County Schools
01.2004 - 01.2007
- Prepared and implemented lesson plans covering required course topics.
- Promoted effective verbal and written communication through listening, speaking, reading and writing practice.
- Administered assessments and standardized tests to evaluate student progress.
- Led interesting and diverse group activities to engage students in course material.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Helped students develop academic, social and emotional skills for long-term success.
- Cultivated relationships with parents for complete support network.
- Evaluated academic skills of each student through verbal assessments, graded assignments and standardized tests.
- Kept classroom organized, clean, and safe for students and visitors.
- Completed in-service and additional training to maintain professional growth.
- Built learning and citizenship skills to help with personal growth in addition to increasing academic knowledge.
- Worked with administrators on behavioral issues to support needs of students.
- Taught age-appropriate spelling techniques, grammar rules and language skills.
- Encouraged independent thought, good judgment and expression of original ideas.
- Integrated technology into classroom as instructional tool, such as Smartboard.
- Established positive rapport with all students and parents through home calls, emails and Parent Teacher Club.
- Provided one-on-one attention to students, while maintaining overall focus on entire group.
- Administered and graded tests and assignments to evaluate students' progress.
- Planned and supervised class projects, field trips and visits by guest speakers.
- Utilized group and hands-on learning experiences for proficient teacher evaluation score.
- Increased parent satisfaction through well-organized IEP meetings and family conferences focused on improving parent-child bonding skills.
Adjunct Instructor/ Advisor
Concordia University Wisconsin
01.2002 - 01.2004
- Taught Adjunct courses in Business writing, speaking, communication and English
- Career Coaching, onsite tutorials, Advising.
- Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
- Created and implemented course agendas, lesson plans and activities to successfully meet course objectives.
- Defined and articulated goal learning outcomes, performance metrics and changes to improve student learning.
- Contributed to new directions for information systems and technology program at doctorate level.
- Submitted daily class roster to accurately maintain attendance records.
- Used lectures, discussions and demonstrations to increase learning and classroom success.
- Examined and graded assignments and assessments to report grades to appropriate personnel.
- Integrated current events and cultural themes into course materials to contextualize subject matter and facilitate lifelong learning.
- Participated in school retention initiatives by providing regular, accurate and timely feedback to students and school concerning academics, behavior and attendance.
- Used technological equipment to enhance process of students' learning.
- Created unique, student-centered lesson plans and assignments for each class to promote maximum learning and knowledge retention.
- Consistently communicated with students to acknowledge and reward positive strides and discuss areas of improvement.
- Improved student understanding by efficiently managing teaching materials and answering students' discussion inquiries.
Teacher
State of Indiana
01.1994 - 01.2004
- Taught Elementary, Middle and High School Students Language Arts
- Worked with history and Social Studies team to plan, implement, and create themed based lesson plans
- Coordinated and scheduled activities for 5th grade camp
- 5th grade graduation committee chair
- Worked cooperatively with other teachers, administrators and parents to help students reach learning objectives.
- Communicated frequently with parents, students and faculty to provide feedback and discuss instructional strategies.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Incorporated multiple types of teaching strategies into classroom.
- Planned and implemented integrated lessons to meet national standards.
- Promoted physical, mental and social development using classroom games and activities.
- Graded and evaluated student assignments, papers and course work.
- Encouraged creative thinking and motivated students by addressing individual strengths and weaknesses based on standardized testing results.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Evaluated and revised lesson plans and course content to achieve student-centered learning.
- Supervised learning groups of students in classroom stations.
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals.
- Completed daily reports, meal count sheets and attendance logs.
- Reviewed curriculum and devised alternate approaches to presenting lessons to increase student understanding.
- Implemented creative ways to foster curiosity for complex principles through hands-on learning and planned activities.
- Supported student teachers by mentoring on classroom management, lesson planning and activity organization.
- Fostered team collaboration between students through group projects.
- Instructed students in core educational principles, concepts and in-depth subject matter.
- Developed and implemented lesson plans that addressed general students as well as those with individualized 504 plans as part of integrated classroom.
- Implemented and encouraged debate-style classroom environment to increase student engagement and promote critical thinking.
- Attended and facilitated IEP meetings for students and families.
- Designed dynamic lesson plans based on student interests to increase overall student GPA.
- Collaborated with faculty to develop after-school tutoring program for struggling students.
- Devised and implemented strategies to create and maintain cohesive school community within virtual classroom setting.
- Directed after-school tutoring and mentoring program serving elementary school students.
- Maintained system required passing rate for years.
- Piloted program to address proposed state subject area competencies and standards.
- Developed fundraisers and completed grant documentation to raise money for district.
Newspaper / Event Correspondent Writer and Reporter
Indianapolis Recorder
01.1995 - 01.1999
- Correspondent Writings ⦁ Met and exceeded deadlines ⦁ Researched and Events ⦁ Implemented Staff meetings ⦁ Traveled for work
- Completed research, compiled data, updated spreadsheets and produced timely reports.
- Attended press conferences to gather relevant information.
- Captured excellent photos to provide imagery for stories.
- Wrote news stories, developed leads and constructed headlines.
- Completed assigned pieces and developed independent stories.
- Established and maintained relationships with credible sources.
- Followed-up on leads for information regarding news and events.
- Covered special events and breaking news with eye for detail and tenacious pursuit of important information.
- Selected material to develop interesting and professional presentations for different formats.
- Collected data from various sources to determine facts and opinions and fashioned into cohesive story for television or radio broadcast.
- Drafted news headlines for broadcasting to capture listeners with clear and condensed writing.
- Fact-checked breaking news headlines by performing background research, contacting experts or witnesses and conferring with lawyers to comply with legal boundaries for sensitive stories.
- Planned and conducted research and pitched long-form stories to promote investigative news topics.
- Collaborated with producers and management to develop newscasts, promotions and teases.
- Disseminated news content through social media for better engagement with audiences and faster reporting.
- Deployed to news events locales to provide on-the-ground broadcast solutions and news coverage.
- Presented developments in stories in live broadcasts and recordings.
- Investigated crimes, disasters and tips.
- Anchored popular broadcast program with good ratings and audience engagement.
- Broadcasted and blind read copy for advertisements and breaking news developments.
Intake Counselor
Middle Way House Bloomington Chapter
01.1987 - 01.1995
- Emergency Counseling ⦁ Intake of Domestic Violence victims into shelter ⦁ Resource Liaison ⦁ Case Management
- Offered guidance and advice to help cultivate self-esteem and community involvement.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
- Used cognitive behavior therapy to assist clients in recognizing and redirecting poor habits.
- Identified risk and resiliency factors within individual youth, peer group, family, school and community and developed strategies for intervention
- Provided individual counseling services students with adjustment issues and partnered to facilitate weekly support groups.
- Assessed clinical risk and danger to children and families and determined appropriate level of response and intervention.
- Led summer day treatment groups and therapeutic activities to teach functional living skills and address behavioral issues.
- Kept abreast of new and developing information in mental health field by attending professional conferences and workshops.
- Developed service plans to maintain intact families and improve family functioning.
- Worked with prescribing professionals to get patients necessary medications.
- Aided parents in arranging medication evaluations and psychological testing.
- Offered expert testimony for legal consultations and court hearings.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
- Provided comprehensive case management services, created treatment plans and connected clients and families to appropriate resources.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Assessed patient behavior, moods and other responses to determine correct diagnosis and devise treatment plans.
- Helped patients to deal with and develop coping skills.
- Guided clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
- Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
- Assessed student issues pertaining to depression, anxiety and physical abuse to resolve conflicts between students, peers and teachers.
- Led up to 30 individual sessions per week and 6 group therapy meetings.
- Recorded client information on special flow sheets, accurately indicating suicidal precautions, sleep flow and restraints.
- Monitored client census by using daily Movement Report and recording admissions, discharges, doctor appointments and site visit data.
- Organized clinical interventions and treatment plans for patients suffering from chronic pain disorders.
- Ran individual therapy and family therapy sessions for children ages Birth to 10.
- Managed caseload of 20 patients with substance dependence and co-occurring Axis I and Axis II disorders.
Education
B.A. - English Literature
GPA: 3.85, Student Government
- Dean's List
- Honor Roll
- Study Abroad: Mexico , Multicultural Education
Master’s Degree - Secondary Education
1992
I was extremely honored to receive the Eli Lilly Fellowship for my work during, Graduate Program and traveled to Mexico and Texas to be trained in Multicultural experiences in Education and Diversity. I became a Diversity Advocate for Indiana University in, working to promote a sense of well-being among a diverse group of students in my dorm Collins located on the Indiana University Campus. I accepted a job and began teaching English -Language Arts in a Township schools’ system outside of the city. While in Indianapolis I was hired by the Indianapolis Recorder Magazine and Newspaper to be an event correspondent and reporter. I am currently working, GPA: 5, Eli Lilly Fellow and Award Recipient
- Dean's List
- Awarded Eli Lilly Fellowship
- Honor Roll
- Eli Lilly Fellowship and Award
- 3.5 GPA
High School Diploma -
06.1988
Attended boarding school in Northern Indiana giving me a strong background in leadership training and skill building. Working with a diverse group of women at an early age has given me the advantage. After high school in Culver, I returned to Bloomington to attend Indiana University in Bloomington where I majored in English Literature and earned a Masters Degree in Secondary Education earning the Eli Lilly Fellowship and Award.
- Relevant Coursework
- Professional Development: Internship Frederick Douglass Museum
- Extracurricular Activities: Choir, Student Government, Round Table Discussion Board
- Elected Girls Choir Senior Prefect
Skills
- SAP Workflow XP certified and trained
- Awarded Numerous Customer Service Recognitions from Duke Energy including 3,000 bonus for outstanding customer service (Not a sign on bonus)
- Effective written and verbal communication skills
- Strong attention to detail and exceptional organizational skills
- Ability to prioritize and resolve complex problems and escalate as necessary
- Evidence of strong leadership capabilities or previous supervisory experience
- Ability to manage relationships, motivate and assist customers at various levels
- Technical Proficiency
- Basic computer skills required
- Demonstrated Microsoft Programs: Word, Excel, PowerPoint, Outlook preferred
- Ability to utilize the State’s current client services program
- Ability to utilize the internet for research into labor market information, veteran programs, services, and social media (Example LinkedIn)
- Advanced Technologies
- Instructional Assistance
- Setting Learning Targets
- Problem-Solving Skills
- Materials Sourcing
- Remote Assistance
- Group Assistance
- Normalization Techniques
- Creative Questioning
- Instructional Strategies
- Manage Programs
- Google Slides
- Special Projects
- Preservation Methods
- Standards Compliance
- Multimedia Instruction
- Small Group Leadership
- Audio Equipment
- Educational Settings
- Positive Interactions
- Expectation Management
- Google Applications
- Sourcing Technologies
- Collaborative Environments
- Cultural Awareness
- Interpersonal Communication
- Student advisory
Certification
- CAP - Certified Administrative Professional
- Licensed State of North Carolina Educator
- Licensed State of Indiana Educator
Timeline
Reader Advisor - State Of North Carolina
06.2015 - 01.2017
Data Entry - Schutzenclad
02.2010 - Current
Work Force Communications Counselor/Library Assistant/Children - Wake County Public Libraries
01.2007 - 01.2015
Administrative/Parental Liaison
⦁ Classroom - State of North Carolina Teacher
01.2005 - 09.2023
English Language Arts Teacher - Wake County Schools
01.2004 - 01.2007
Adjunct Instructor/ Advisor - Concordia University Wisconsin
01.2002 - 01.2004
Newspaper / Event Correspondent Writer and Reporter - Indianapolis Recorder
01.1995 - 01.1999
Teacher - State of Indiana
01.1994 - 01.2004
Intake Counselor - Middle Way House Bloomington Chapter
01.1987 - 01.1995
Indiana University - B.A., English Literature
Indiana University - Master’s Degree, Secondary Education
Culver Girls Academy And Culver Girls School - High School Diploma,
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