ERNESTINE BROWN
Gloucester,VA
Summary
Dependable and courteous professional with experience offering excellent administrative, customer service and programming abilities. Organized and flexible with proven performance in fast-paced, high-stress environments. Security-conscious and astute in control of confidential documentation.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Desk Receptionist/Closing Coordinator
Gloucester-Mathews Humane Society
Gloucester, VA
05.2021 - Current
- Collaborate with Animal Care Specialists, Shelter Manager, Medical Coordinator, Veterinary Assistants, and Operations Director to ensure well-being of animals, highest standards of care are met and ensure efficient use of company time.
- Answer multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Coordinate correspondence between administration, employees and clients using calendaring software.
- Generate streamlined system of organizational tools through integrating computer and spreadsheet use improving information and communication flow by 20%.
- Scheduled intakes and appointments with patrons and collected vital information.
- Ensure accuracy, completeness of duties, secure facility at night.
- Assume management role in absence of Shelter Manger
Stay-at-home Mom
Self
Hayes, VA
05.2016 - 05.2021
- Researched lesson curriculum, attended child-centric functions, taught daughter to read by 3, improving future academic performance.
- Maintained schedule of class assignments to meet deadlines.
- Prioritized and organized tasks to efficiently accomplish educational goals.
- Collaborated with others to discuss new opportunities.
SALES ASSOCIATE
7-Eleven
HAYES, VA
02.2014 - 05.2016
- Delivered superior customer service through warmly greeting all customers and offering assistance as needed.
- Maintained a safe environment for patrons, removing hazards and cleaning all surfaces.
- Completed customer sales utilizing electronic cash registers, consistently balancing cash drawer.
- Contributed to ordering supplies and stocking merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Engaged with customers to build rapport and loyalty.
UNDERGRADUATE RESEARCH ASSOCIATE
OLD DOMINION
NORFOLK, VA
09.2013 - 12.2013
- Assisted researcher with creating content for distance learning.
- Developed and produced digital images of specimens for inclusion within distance learning software.
- Originated innovative print documents and various graphics employing Autodesk and Sketch Up.
- Created summaries to advocate for further research and funding.
BANK SUPPORT REPRESENTATIVE
LIBERTY TAX
VIRGINIA BEACH, VA
12.2012 - 04.2013
- Demonstrated expertise in franchisee and client support utilizing Liberty Tax Service provided resources.
- Investigated and analyzed issues, devising and deploying effective plans for resolution.
- Answered calls, ascertained customer needs, and routed customers to proper support group.
- Adhered to all in-house procedures and escalation processes for franchisee and client issues.
- Assessed and documented complex issues thoroughly and accurately with call information and final resolutions.
- Administered multiple incidents simultaneously, triaging and prioritizing critical issues.
- Represented Liberty Tax Service with service banks and vendors in a professional and positive manner.
SEASONAL SALES ASSOCIATE
KOHL'S
Virginia Beach, VA
10.2012 - 01.2013
- Ensured customer satisfaction and repeat business by welcoming customers to the store and providing assistance during their shopping experience.
- Completed all aspects of product merchandising and operational functions in accordance with company standards.
- Conducted fitting room and sales floor recovery outside of the immediate department area as well as diverse housekeeping duties.
- Solicited, secured, and activated Kohl's charge applications in order to increase business.
- Responded promptly to POS backup calls and Service Desk calls, supporting POS and Customer Service as required.
- Aided the Replenishment team by reviewing reports daily and ensuring company in-stock goals were achieved.
Systems Test
Liberty Tax Service
Virginia Beach, VA
06.2008 - 08.2011
- Originated designed, and deployed automated regression tests helping to reduce bug rates by 30%
- Defined and delineated scope of tests, including expected results.
- Developed operational requirements as well as implemented scripts to successfully execute test phases.
- Captured baseline result data, while executing tests to validate actual results compared to expected results.
- Scrutinized and interpreted test results, making adjustments per test environment changes.
- Documented and reported deficiencies to LibTax or N.O. Teams for additional review.
- Examined and verified new LibTax functionality during development phases.
- Reviewed functional specifications for new features; developed test plan to ensure proper functionality.
- Established which features required retesting with each release phase, reporting to LibTax team in order to define available features for internal releases to QA department.
- Assessed and confirmed bug fixes prior to internal releases of LibTax and verified resolutions post-release.
- Advised senior management regarding methods to test issue solutions to assure developer had correctly addressed problem.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
TECHNICAL SUPPORT REPRESENTATIVE
Liberty Tax Service
Virginia Beach, VA
12.2006 - 05.2008
- Facilitated the installation, configuration, and continuous support of desktops and peripherals, workgroup and domain networks, network printers, broadband and dialup ISP connections, and Liberty Tax Service applications.
- Responded to incoming calls, promptly routing clients to the proper support department.
- Replied to help desk calls and incidents following in-house procedures and escalation processes.
- Examined and assessed customer problems and formulated strategies for effective resolution.
- Recorded all incidents into the help desk system, ensuring accuracy and efficiency.
- Transferred high-impact problems to supervisors for additional review and resolution.
- Initiated and finalized projects as assigned by the Technical Support Supervisors.
Forms Developer
Liberty Tax Service
Virginia Beach, VA
07.2007 - 02.2008
- Reviewed and edited tax forms for input into tax software, ensuring completeness and accuracy of all information.
- Completed final check forms prior to sending documentation back for approval.
- Utilized in-house typeset software to format tax forms.
- Reviewed, developed, and modified Federal and State database income tax forms for annual updates and changes.
- Monitored form progress using spreadsheet software as well as contributed to the filing of all typeset tax forms.
- Applied appropriate style guides for each individual state and entity.
- Composed, revised, and updated training and software manuals as needed.
PAINT ASSOCIATE
Home Depot
Hampton , VA
02.2002 - 10.2005
- Located merchandise in store for consumers and demonstrated usage of tools and prep items.
- Offered color matching expertise and paint product selection advice to assist customers with paint choice.
- Suggested add-ons and additional item upselling to improve customer projects while increasing company profits.
- Informed customers of in-store promotions and events for paint department.
- Stocked aisles with merchandise and cleaned paint counter for orderly appearance.
- Prepared paint primers to proper consistency with electric mixer and matched color choices for consumers.
APPRENTICE AUTO BODY TECHNICIAN
CASEY COLLISION
NEWPORT NEWS, VA
08.2004 - 09.2004
- Utilized a variety of hand and power tools, including soldering equipment, cutting torch, blocks, hammers, wrenches, sanders, and spray guns, for the purpose of completing repair work in a safe and efficient manner.
- Assessed and performed repair work on vehicle bodies, such as replacing front-end components, body components, doors, frame underbody components, hammering out dents, buckles, and other defects using blocks and hammers.
- Performed filing, grinding, and sanding in order to repair body surfaces.
- Filled holes, dents, and seams as well as removed damaged fenders, panels, and grills.
- Welded replacement parts in place for the purpose of maintaining the appearance and safe operation of vehicles.
- Provided access to automobiles for insurance adjusters.
Education
Associate of Science - COMPUTER AND INFORMATION SCIENCES, Information Technology and Web Design
ECPI College of Technology
Some College (No Degree) - PHYSICS
Old Dominion University
Norfolk, VASkills
- Analytical Thinking
- Problem-Solving
- Code Writing
- Quality Assurance
- Python
- R
- ArcGIS
- Data Entry
- Data Collection
- Report Generation
Certification
- Data Analysis with R programming
- Fundamentals of GIS
- Python Basics
Affiliations
- Lifelong learner enjoys reading, music, and being outdoors.
References
References available upon request.
Timeline
Front Desk Receptionist/Closing Coordinator
Gloucester-Mathews Humane Society
05.2021 - Current
Stay-at-home Mom
Self
05.2016 - 05.2021
SALES ASSOCIATE
7-Eleven
02.2014 - 05.2016
UNDERGRADUATE RESEARCH ASSOCIATE
OLD DOMINION
09.2013 - 12.2013
BANK SUPPORT REPRESENTATIVE
LIBERTY TAX
12.2012 - 04.2013
SEASONAL SALES ASSOCIATE
KOHL'S
10.2012 - 01.2013
Systems Test
Liberty Tax Service
06.2008 - 08.2011
Forms Developer
Liberty Tax Service
07.2007 - 02.2008
TECHNICAL SUPPORT REPRESENTATIVE
Liberty Tax Service
12.2006 - 05.2008
APPRENTICE AUTO BODY TECHNICIAN
CASEY COLLISION
08.2004 - 09.2004
PAINT ASSOCIATE
Home Depot
02.2002 - 10.2005
Associate of Science - COMPUTER AND INFORMATION SCIENCES, Information Technology and Web Design
ECPI College of Technology
Some College (No Degree) - PHYSICS
Old Dominion University
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