Donnette Green
Baltimore
Summary
Detail-oriented Administrative Support Specialist with over 5 years of experience in providing comprehensive support to diverse stakeholders. Demonstrates strong communication, organization, and multitasking abilities in fast-paced environments. Skilled in problem-solving and building relationships with clients and colleagues, committed to enhancing team success and driving positive outcomes.
Overview
29
29
years of professional experience
Work History
Administrative Support Specialist
State of Maryland Department of Aging
Baltimore
07.2018 - Current
- Delivered timely and accurate information via general and toll-free telephone lines to stakeholders, enhancing communication and responsiveness
- Act as main contact and provide customer service support for Senior Call Check Program
- Covid-19 Front line support to constituents for vaccination location and registrations, food, medical supplies, in home care services and housing
- Assisted in program administration, supervised operational units, and prepared final reports with actionable recommendations for agency improvement
- Supported higher-level administrators in budget formulation and provided audio/visual support for meetings, facilitating effective presentations and discussions
- Consult with program heads and administrative officials on policies, trends, and data interpretation
- Assist in planning and implementing new programs, procedures, and practices
- Analyze and interpret data to apply rules, regulations, and standards in compliance with laws
- Prepare statistical tables, charts, reports, and organizational materials
- Perform duties for various programs including SHIP, MAP, Medicaid Waiver Program, Medicare, Maryland DME Re-Use, Maryland Accessible Telecommunications Equipment and the Senior Community Services Employment Program
Business Support Specialist
Verizon Wireless
Hanover
04.2012 - 08.2016
- Delivered exceptional customer service to major national and government accounts, managing account activities and generating detailed reports for stakeholders
- Developed wireless solutions, maintained accounts, analyzed price plans, and provided tier 1 and tier II technical support to enhance customer satisfaction
- Collaborated with internal departments to resolve account inquiries, billing issues, and service requests, ensuring timely and effective solutions
- Responded promptly to inquiries from field sales staff, offering valuable information, conducting price plan analysis, and providing customer details
- Provided administrative support, sales assistance, and customer education during the pre-sale and post-sale process.
- Managed all documentation for new orders and renewals, ensuring adherence to company policies and procedures
- Kept abreast of wireless products, services, and industry trends through continuous training and meetings, actively participating in training opportunities
- Successfully completed sales-related tasks in alignment with quarterly Management By Objectives framework
- Provided guidance and training to peers and team members on new devices and best practices for launching new initiatives
Business Service Coordinator
Verizon Wireless
Hanover
12.2010 - 04.2012
- Provided exceptional customer support services for small to large businesses, government agencies, and personal customers
- Managed inbound and outbound business calls and ticketing for Northeast region, ensuring effective communication and timely responses
- Resolved billing inquiries accurately and efficiently, improving customer satisfaction and trust
- Supported diverse products and services to address business customers' needs, contributing to enhanced operational productivity
- Troubleshot Tier I and Tier II service calls for various devices, including smartphones, tablets, and computers.
- Updated troubleshooting server information to provide timely resolutions to various cell phone device issues and ensure accurate account maintenance for billing purposes
Console Operator
SERCO/Georgia Dept of Transportation
Atlanta
04.2010 - 08.2010
- Monitored interstates surrounding the Atlanta metro area through highway cameras for high-level incidents and accidents
- Coordinated emergency responses to significant roadway incidents, ensuring timely HERO dispatch and communication with government agencies
- Managed deployment of traffic signal technicians, overseeing maintenance and repair of traffic signal systems to ensure optimal operation
- Operated and maintained Navigator system for travelers, facilitating efficient ticketing and travel information dissemination
- Provided travel information directly to motorists via Georgia 511 automated travel information, Georgia Navigator website, and various media outlets
- Ticketed travel incidents and provided information services to travelers across the state
- Scheduled maintenance for foremen and engineers to enhance operational efficiency
- Acted as a liaison between state and federal agencies involved in roadway operation and safety, including GEMA, FEMA, Department of Public Safety, and Georgia State Patrol
E-Learning Helpdesk Support Technician
IBM
Atlanta
01.2004 - 03.2006
- Managed service delivery support and database operations for IBM Global Campus
- Facilitated internal and external IBM customer inquiries regarding classroom, conferences, virtual classes, and e-learning
- Delivered customer service support for classroom and online educational course delivery
- Generated education sale leads of private onsite classes regarding custom and blended learning courses
Helpdesk Support Technician
IBM
Atlanta
08.2000 - 12.2004
- Delivered customer service and technical solutions that resolved software conflicts, enhancing user experience
- Liaised with developers and project managers to address and resolve customer complaints, improving service responsiveness
- Managed Lotus Notes databases to track and address software issues across multiple platforms, ensuring timely resolutions
- Installed and configured course application software for online and downloadable courses available on IBM Global Campus within the U.S. and Internationally
- Courseware tester prior to delivery through a production server to ensure compatibility with applications and operating systems
- Collaborated with the process automation team to ensure efficient support of customer offerings
Inside Sales Support Representative
IBM
Smyrna
03.1997 - 08.2000
- Liaison between vendor and IBM Global Services software and hardware service offerings
- Coordinated with inside sales and IBM business partners to streamline billing processes for commercial, government, and educational accounts
- Assisted team lead in managing remote employee tasks and ensuring accountability
- Delegated work assignments and trained department on new software and processing procedures to enhance team skills
- Audited, created, scanned, managed, and updated hardware and software contracts through Imaging System, Internet and Intranet
Education
Bachelor of Science - Business Administration, Computer Information Systems
North Carolina Central University
Durham, NC12.1991
Skills
- Technical support (Tier I and II)
- Help desk operations
- Help desk management
- CRM systems knowledge
- Salesforce familiarity
- Microsoft Office proficiency
- Google Sheets expertise
- Desktop support
- Software deployment management
- Call center operations
- Troubleshooting and Diagnostics
- Application support
- Repair hardware
- Software deployment management
- System performance optimization
- Security patching
- Remote support
- Effective communication
- Interpersonal communication
- Detail orientation
- Organizational skills
- Multitasking ability
- Office procedures
- Customer needs assessment
- Complaint resolution strategies
- Creative issue resolution
- Workforce management (WFM)
- Management skills
- Marketing strategies
- Machine-to-machine communication
- Staff education and training
- SHIP program knowledge
- Medicare understanding
- 211 SHIP training and Medicare expertise
- 2024 NTP Medicare OEP Boot Camp completion
- Google Voice usage
- Software deployment management
- Security patching
- Application support
- Helpdesk services
Volunteer Experience
Paul’s Place, Inc, Baltimore, MD, 08/01/24, Present, Shopper Assistant, Assisted shoppers with locating items and providing recommendations, Managed inventory levels and restocked shelves in a timely manner, maintaining a well-organized and visually appealing store layout., Provided exceptional customer service by addressing inquiries and resolving issues promptly, leading to positive feedback from patrons and store management.
Timeline
Administrative Support Specialist
State of Maryland Department of Aging
07.2018 - Current
Business Support Specialist
Verizon Wireless
04.2012 - 08.2016
Business Service Coordinator
Verizon Wireless
12.2010 - 04.2012
Console Operator
SERCO/Georgia Dept of Transportation
04.2010 - 08.2010
E-Learning Helpdesk Support Technician
IBM
01.2004 - 03.2006
Helpdesk Support Technician
IBM
08.2000 - 12.2004
Inside Sales Support Representative
IBM
03.1997 - 08.2000
Bachelor of Science - Business Administration, Computer Information Systems
North Carolina Central University