Doris Carter
Waldorf,MD
Summary
Dynamic IT Manager with a proven track record at the US Department of Labor, enhancing operational efficiency and spearheading a company-wide security strategy. Expert in project management and exceptional communication, I've led teams to exceed performance goals through innovative solutions and continuous improvement, achieving a significant reduction in IT spending.
Overview
54
54
years of professional experience
1
1
Certification
Work History
Client Specialist Coordinator
Hair Club For Men And Women
11.2022 - Current
- Respond to all client inquiries and asked appropriate questions to facilitate resolution.
- Conduct case management activities and services with multidisciplinary team.
- Assist with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Provide information and referrals to community partners and other treatment providers.
- Support loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
- Interact with team members across departments to research and resolve customer issues.
- Provide suggestions for process, application or documentation improvement.
- Provide excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Calculate correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivere exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Follow-through on all critical inter-departmental escalations to increase customer retention rates.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigate and resolved customer inquiries and complaints quickly.
- Increase efficiency and team productivity by promoting operational best practices.
- Meet customer call guidelines for service levels, handle time and productivity.
- Investigate and resolved accounting, service and delivery concerns.
- Collaborate with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Seek ways to improve processes and services provided.
- Exhibite high energy and professionalism when dealing with clients and staff.
- Implement and developed customer service training processes.
- Monitor cash drawers in multiple checkout stations and maintaine adequate cash supply.
- Promptly respond to inquiries and requests from prospective customers.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Increas efficiency and performance by monitoring team member productivity and providing feedback.
- Deliver prompt service to prioritize customer needs.
- Educate customers about billing, payment processing and support policies and procedures.
- Optimize customer support by establishing collaborative service environments through targeted operational initiatives.
- Create and maintain detail database to develop promotional sales.
- Provide excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommend, select and help locate and obtain out-of-stock product based on customer requests.
- Maintain up-to-date knowledge of product and service changes.
- Manage timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Develop and updated databases to handle customer data.
- Promot superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Respond proactively and positively to rapid change.
- Gather and organize materials to support operations.
- Manage company schedule to coordinate calendar and arrange travel.
- Manage supervisor itinerary and appointments and streamlined scheduling procedures.
- Monitor front areas so that questions could be promptly addressed.
- Build highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Resolve issues through active listening and open-ended questioning, escalating major problems to manager.
- Implement project management techniques to overcome obstacles and increase team productivity.
- Oversee appointment scheduling and itinerary coordination for both clients and personnel.
- Improve office operations by automating client correspondence, record tracking and data communications.
- Provide backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organize meetings for executives and coordinated availability of conference rooms for participants.
Administrative Assistant to Senior Pastor
Kent Baptist Church
01.2016 - 11.2022
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed strategies to streamline and improve office procedures.
- Managed department budgets and generated financial reports for management review.
- Drafted correspondence and other documents for Senior Pastor and department heads in company's voice.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Volunteered to help with special projects of varying degrees of complexity.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Surpassed team goals by partnering with Church Leaders to implement best practices and protocols.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- 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.
- Transcribed and organized information to assist in preparing speeches and presentations.
Information Technology Manager
US Department of Labor
01.1971 - 01.2016
- Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery and endpoint protection.
- Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements and costs.
- Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
- Developed standards, set specifications and complied with federal, state, and local legislation.
- Researched and recommended innovative and automated approaches to routine tasks.
- Actively led training, mentoring and continuous development for 33-person department.
- Facilitated Enterprise Data Warehouse (EDW) initiative by developing requirements and customized methodology to improve management decision support reporting.
- Managed and reduced IT spending to support budgeting processes and TCO modeling procedures.
- Authored service level agreements for help desk operations.
- Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems.
- Interviewed, hired and trained staff, leading performance reviews, and offering constructive feedback.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
Education
Bachelor of Arts - Women's Ministry
Mid Atlantic School of Women's Ministry
Washington, DC06.2011
Bachelor of Arts - Women's Ministry
School of Women's Ministry
Washington, D.C.06.2011
High School Diploma -
West End High School
Clarksville, Va06.1967
Skills
- Client Needs Assessment
- Exceptional communication
- Performance Tracking
- Order Processing
- Customer Service
- Account Management
- Quality Control
- Problem-solving abilities
- LiveChat Messaging
- Calm and Professional Under Pressure
- Analytical Thinking
- Work Prioritization
- Inbound Call Management
- Billing Adjustments and Refunds
- Report creation
- Account Reconciliation
- Interpersonal Skills
- Document and Records Management
- Attention to Detail
- Interpersonal Communication
- Task Prioritization
- Problem Resolution
- Multitasking
- Report Generation
- Training development aptitude
- Professional telephone demeanor
- Transaction Processing
- Project management abilities
- Time management abilities
- Multi-Line Phone Systems
- Problem-solving aptitude
- Recordkeeping strengths
- Customer service excellence
- Excellent Communication
- Sales closing
- Policies and Procedures Adherence
- Professional Demeanor
- Following scripts
- Microsoft Exchange
- Conflict Mediation
- Administrative and Office Support
- Product Recommendations
- Call Center Operations
- Written Communication
- Problem-Solving
- Continuous Improvement
- Adaptability and Flexibility
- Time Management
- Computer Skills
- Remote Office Availability
- Customer Relations
- Microsoft Office
- Shipping procedures understanding
- Team building
- Retail store support
- Product and service knowledge
- Team Collaboration
- Account updating
- Order Fulfillment
- Product Sales
- Effective Communication
- Understanding Customer Needs
- Decision-Making
Accomplishments
- Resolved product issue through consumer testing.
- Achieved recognition by completing timely projects with accuracy and efficiency.
- Collaborated with multiple teams of in the development of computer security project.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Awards & Certificates through effectively helping with IT projects.
- Supervised team 33 staff members.
Certification
- Certified Computer Specialist, US Department of Labor
- Youth Director for 110 Youth - 1989-1999
- Help Desk Manager - IT- 1997 - 2016
Gardening, Sewing, Reading, Writing
I work continuously gardening (planting flowers, maintaining and weeding) I love sewing, making quilts, knitting and croocheting. I take pride in being a quick learner by reading and writing. I am currently in the process of writing a book about Life Journey. I know the importance of being humble, faithful, considerate and respectful of others. I have met people of all characters and nationality through my many years of being in the public. Reading helps me to better understand and respect others.
Timeline
Client Specialist Coordinator
Hair Club For Men And Women
11.2022 - Current
Administrative Assistant to Senior Pastor
Kent Baptist Church
01.2016 - 11.2022
Information Technology Manager
US Department of Labor
01.1971 - 01.2016
Bachelor of Arts - Women's Ministry
Mid Atlantic School of Women's Ministry
Bachelor of Arts - Women's Ministry
School of Women's Ministry
High School Diploma -
West End High School
- Certified Computer Specialist, US Department of Labor
- Youth Director for 110 Youth - 1989-1999
- Help Desk Manager - IT- 1997 - 2016
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