Katrena Glover
Washington,DC
Summary
Dynamic administrative professional with a proven track record at the Department of Employment Services, excelling in customer service management and maintaining confidentiality. Adept at program monitoring and fostering collaboration, I effectively resolved customer concerns, enhancing satisfaction and operational efficiency. Committed to supporting organizational goals through proactive communication and meticulous record-keeping.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Administrative Assistant
Department of Employment Services
Washington, DC
07.2023 - 10.2025
- Operate high volume of calls with multi-line system, internal and external walk-ins, emails, and multiple modes of communication
- Lead all aspects of customer service and professionalism for support staff
- Collaborate with team members across agency, bureau, and department
Education Professional/Assistant
Eagle Academy
09.2016 - 06.2019
- Supervised and redirected students as necessary for before and after school program
- Provided instructional material for daily activities
- Followed policies and procedures to ensure safety and well-being of all youth and staff
- Engaged students as developmentally appropriate for academic retention and social awareness
Customer Service Associate
Costco
05.2015 - 09.2016
- Cross-trained in various roles throughout the company
- Provided customers with promotions and information which led to increased sales
- Addressed customer concerns and resolved issues
- Maintained customer satisfaction
- Processed payments and kept detailed records of items
Education
GED -
Old Dominion JC
Lynchburg, VA12.2000
Skills
- Maintaining records
- Filing
- Confidentiality
- Administrative and executive support
- Program monitoring
- Customer service management
Certification
- Digital Literacy, The Chart Academy
- Administrative Assistant, Penn Foster
Timeline
Administrative Assistant
Department of Employment Services
07.2023 - 10.2025
Education Professional/Assistant
Eagle Academy
09.2016 - 06.2019
Customer Service Associate
Costco
05.2015 - 09.2016
GED -
Old Dominion JC