Letia Walker
Boston,MA
Summary
Detail-oriented Office Manager with extensive experience in hospitality and administrative roles. Over 10 years of expertise in managing front desk operations, training staff, and implementing efficiency-enhancing processes. Proven track record of increasing customer satisfaction and streamlining operations, reflected in consistently high customer satisfaction scores and notable cost savings. Strong skills in budget management, calendar coordination, and interpersonal communication. Dedicated to leveraging unique skills to foster exceptional service in a dynamic team environment.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Office Manager
Norstella
05.2025 - Current
- Oversaw front desk operations, directing a team of XX receptionists while ensuring efficient check-in and check-out procedures for guests.
- Instituted a new reservation system, achieving a XX% increase in efficiency and accuracy.
- Devised and executed training programs for front office staff to bolster customer service skills and ensure consistent guest satisfaction.
- Managed the inventory of room keys, ensuring proper distribution and adherence to security protocols.
- Coordinated with the housekeeping department to prioritize room cleaning schedules, effectively reducing wait times for guests by XX%.
- Addressed guest complaints and issues promptly and effectively, maintaining high levels of customer satisfaction.
- Conducted regular performance evaluations for front office staff, delivering constructive feedback on areas for improvement and recognizing outstanding achievements.
- Compiled daily reports on occupancy rates, revenue generation, and other key performance metrics to guide decision-making processes.
- Partnered with the sales team to oversee group bookings and ensure the seamless execution of events or conferences hosted at the hotel.
- Implemented cost-saving measures, including energy conservation initiatives and a transition to paperless processes within the front office department.
- Maintained comprehensive knowledge of hotel services, amenities, local attractions, and events to provide accurate information to guests.
- Collaborated with the finance department to reconcile billing discrepancies and ensure timely payment processing for guests.
- Cultivated strong relationships with repeat guests through personalized interactions and specialized recognition programs.
- Supervised the upkeep of lobby cleanliness standards by coordinating with housekeeping staff throughout the day.
- Championed a team of XX receptionists to achieve an average check-in time reduction from XX minutes to XX minutes through process enhancements.
- Optimized staffing levels based on occupancy forecasts, resulting in a labor cost savings of XX% without compromising service quality.
- Revamped the guest registration process by implementing an electronic check-in system, decreasing check-in time by XX%.
- Formulated standard operating procedures for the front office department, yielding improved efficiency and consistency in service delivery.
- Managed room inventory adeptly, ensuring optimal occupancy levels while minimizing overbooked situations.
- Maintained precise records of guest preferences and special requests to deliver personalized service during their stay.
- Instituted a thorough training program for new hires that reduced onboarding time by XX% while upholding high service standards.
- Spearheaded the implementation of a new property management system (PMS), enhancing overall operational efficiency and data accuracy.
- Facilitated effective communication and coordination with other departments such as housekeeping, maintenance, and sales.
- Exhibited exceptional problem-solving skills in addressing challenging or escalated guest situations.
- Achieved consistently high scores on customer satisfaction surveys through proactive engagement with guests throughout their stay.
- Mentored front office staff members to promote their professional development and career growth opportunities.
- Performed regular audits of front desk procedures to identify areas for enhancement and implement necessary corrective actions.
- Pioneered the introduction of digital concierge services, providing guests with immediate access to information about local attractions and hotel amenities.
- Coordinated VIP arrivals and departures, including arranging transportation, room upgrades, welcome amenities, and personalized services.
- Launched a guest recognition program to acknowledge and reward loyal guests, resulting in heightened customer loyalty and repeat bookings.
- Nurtured and maintained strong relationships with corporate clients to ensure their specific needs were met during their stays.
Office Manager
Northeastern University
05.2023 - Current
- Ensured the front office maintained a professional appearance.
- Managed supply orders for the entire office.
- Oversaw inventory control and organization.
- Monitored computer and laptop assignments effectively.
- Administered departmental budgeting to promote growth and efficiency.
- Developed shared department spreadsheets to ensure all team members had access to the same information regarding schedules, tasks, and daily notifications.
- Executed calendar management tasks efficiently.
- Coordinated travel and meeting arrangements as needed.
- Processed departmental bills and expenses using Concur.
- Facilitated student seating arrangements and maintained up-to-date visa and document verification.
Owner and Founder
LJL Cleaning Services
04.2023 - Current
- Managed payroll processes effectively.
- Coordinated travel and meeting arrangements smoothly.
- Oversaw calendar management for business operations.
- Utilized Concur for business operations.
- Supervised cleaning services of both residential and commercial properties.
- Maintained inventory records diligently.
- Handled hiring processes for staffing.
Senior Administrative Assistant – Project Manager (Clinical Compliance and Risk Management)
Brigham and Women’s Hospital
08.2019 - 03.2023
- Facilitated intern onboarding processes efficiently.
- Designed surveys for interns concluding their terms utilizing Monkey Survey.
- Assisted 12 individuals, including interns, with calendar management tasks.
- Monitored and tracked office supplies, maintaining an updated spreadsheet.
- Coordinated the ordering of food for meetings, gatherings, and events.
- Updated the SharePoint site for departmental use.
- Managed the Distribution List effectively.
- Prepared expense reports, purchase order requests, and handled money transfers.
- Developed daily agendas for Physicians, Risk Managers, and Compliance Managers.
Administrative II (Political Science and Sociology Dept.)
Salem State University
09.2017 - 08.2019
- Supported the Chairs with calendar and budget management.
- Designed spreadsheets for student records and budget details.
- Monitored time sheets for both departments accurately.
- Organized food for meetings, councils, students, and conferences.
- Assisted in event organization for departments, students, and special affairs.
- Ensured timely payment of all corporate card expenses tracked through JP Morgan.
- Ordered supplies for both departments as well as student needs.
- Verified bulletin boards for current information relevant to students and staff.
- Updated all student files regularly.
- Coordinated travel arrangements for Chairs and Professors.
- Facilitated meetings and seminars professionally.
Concierge (Part Time)
Tillinger’s Concierge, Inc.
12.2017 - 06.2018
- Crafted a luxurious environment, surpassing expectations in genuine hospitality service.
- Maintained accurate records of incoming and outgoing packages.
- Approached all interactions with residents, guests, and colleagues with grace, attentiveness, and service-oriented demeanor.
- Reserved meeting rooms for leasing office, tenants, and guests.
- Ensured the building’s safety and security at all times.
- Facilitated special requests, including airline reservations, ground transportation, dining reservations, spa appointments, tickets to major events, and discounted admissions.
- Communicated resident concerns to property management and Tillinger’s Corporate Office.
Executive Assistant II ~ Office Manager (Elite Personnel - Contract Position)
Bayer Healthcare LLC
06.2016 - 09.2017
- Supported three superiors, including the Vice President and Head of the Bayer East Coast Division, with their calendars.
- Facilitated complex travel arrangements, including rentals and hotel bookings for both domestic and international visitors.
- Organized meetings and catered meals for gatherings, accommodating up to 200 individuals.
- Ensured timely payment of all corporate card expenditures through Concur.
- Managed office supply orders proficiently.
- Developed templates for sensitive information management across departments.
- Ensured timely completion and signing of sponsorship agreements.
- Updated information on SharePoint efficiently.
- Assisted in the creation of PowerPoint presentations.
- Contributed to new building design and planning.
- Traveled extensively to organize and participate in meetings, seminars, and events.
- Prepared comprehensive agendas for meetings and travel, both domestic and international.
- Processed payments using Your Docs effectively.
- Coordinated housing and rental arrangements for colleagues relocating to Massachusetts for extended assignments.
Executive Assistant for the Chief of Breast Care Medicine (Contract Position)
Dana Farber Cancer Institute
02.2016 - 05.2016
- Coordinated travel arrangements and managed business expenses efficiently.
- Processed all bills related to equipment, training, and medical requirements in a timely manner.
- Organized meetings, reserved conference rooms, and arranged catering for guests effectively.
- Maintained office operations with minimal supervision.
- Developed agendas for superiors rigorously.
- Performed medical transcription tasks proficiently.
Administrative Coordinator (PSG Staffing - Contract Position)
Harvard University
11.2015 - 01.2016
- Resolved reimbursement claims and related issues promptly to ensure timely payments.
- Coordinated and organized calendars for the Director of Stem Cell and Regenerative Biology, professors, and clinical associates efficiently.
- Created detailed Excel spreadsheets for financial, vacation tracking, and additional categories as needed.
- Maintained cleanliness and organization of front office and kitchen areas.
- Managed extensive travel (domestic and international) and meeting arrangements successfully.
- Facilitated ordering office supplies as well as laboratory essentials.
- Reassigned students, professors, and interns to fulfill all necessary tasks effectively.
- Validated students' and interns' green card information and visa statuses as applicable.
- Arranged catering services for all events, meetings, and interviews as required.
- Processed all bills, including corporate card transactions for professors and departments.
Administrative II (Ranstad Staffing - Contract Position)
Department of Public Health
05.2015 - 07.2015
- Provided direct support to the Chief of Mental Health for licensure purposes in the state of Massachusetts.
- Updated client files meticulously to maintain accurate records.
- Processed checks and money orders daily with efficiency.
- Contacted colleges to verify that clients met educational requirements for requested licenses.
Executive Administrative Assistant
Harvard Vanguard Medical Associates
03.2010 - 12.2014
- Coordinated and organized calendars for the Director of Pathology, Lab Manager, and pathologists proficiently.
- Supported six pathologists with daily tasks, including maintaining specialized spreadsheets that tracked patient activity and results.
- Submitted and monitored weekly expense reports for the Director of Pathology, pathologists, and management team accurately.
- Provided assistance in various projects and demonstrations as needed.
- Prepared pamphlets and information for distribution to organizations and patients amicably.
- Designed invitations for meetings and conferences effectively.
- Received and screened incoming calls and followed up on recorded messages diligently.
- Maintained detailed vacation and holiday calendars for the department.
- Coordinated complex travel arrangements for the Director, Manager, and several pathologists when required.
- Contributed secondary administrative support to other pathologists and the administrative team efficiently.
- Facilitated medical transcription tasks as needed using Dictaphone and IChannel.
- Assisted the HR department in training new administrative hires, ensuring they received proper guidance, paperwork, passwords, and badges.
- Utilized EPIC to retrieve patient demographics and track appointments.
Administrative Assistant II
Five Star Quality Care
08.2014 - 11.2014
- Provided support for the Falls and Complaints Department, managing calendar tasks detailed.
- Ensured all reimbursement claims were monitored and processed accordingly.
- Coordinated travel and meeting arrangements for the management team effectively.
- Planned multiple events aimed at raising awareness for the elderly population.
- Created various spreadsheets for numerous departmental needs.
Administrative Assistant II (Ace Employment – Contact)
Brigham and Women’s Hospital
09.2008 - 12.2009
- Supported several pathologists through effective calendar organization.
- Facilitated domestic and international travel and meeting arrangements innovatively.
- Assisted in preparing pathology slides and necessary paperwork daily.
- Developed spreadsheets for tracking patient medical results systematically.
- Processed departmental bills transparently.
- Managed orders for office and kitchen supplies promptly.
- Prepared expense reports for pathologists and managers diligently using Concur.
Administrative Assistant II (Ace Employment – Contract)
New England Organ Bank
06.2008 - 09.2008
- Assisted in the preparation of presentations for internal and external meetings using Microsoft PowerPoint, Word, and Excel effectively.
- Maintained calendars for lead team leaders accurately.
- Screened all incoming and outgoing telephone calls and mail with professionalism.
- Prepared informational packets for various organizations, patients, and recipients accurately.
- Maintained a spreadsheet for requested conference room bookings proficiently.
- Provided additional administrative support across the department as needed.
- Coordinated travel arrangements for both domestic and international engagements.
Administrative II
Children’s Hospital
03.2005 - 08.2007
- Provided direct support to all pathologists with expense reports, internet research, ensuring calendars were accurate and complete.
- Created spreadsheets for autopsy results comprehensively.
- Prepared monthly reports for the Medical Examiner in a thorough manner.
- Communicated proficiently with parents, physicians, funeral homes, and the Medical Examiner’s office as needed.
- Assisted in medical transcription tasks as required.
- Filed pathology slides, paperwork, and correspondences daily with precision.
- Sent informational packets to parents, family members, or requested patients independently.
Administrative Assistant II (Biologics Dept.)
Beth Israel Hospital
10.2003 - 12.2004
- Scheduled patient appointments (EKGs, stress tests, ultrasounds, and blood tests) using EPIC, IDX, and SDK adeptly.
- Managed travel and meeting arrangements promptly.
- Ensured that all office and kitchen supplies were stocked adequately and that office equipment was properly maintained.
- Supported managers and the Head Biologics Physician with all administrative responsibilities efficiently.
- Verified accuracy and labeling of slides created during autopsies diligently.
Administrative Assistant (Pediatric Specialties)
Boston Medical Center
04.2000 - 08.2002
- Performed medical transcription tasks daily.
- Processed bills for the department systematically.
- Assisted in organizing events and family gatherings to raise awareness about asthma and Sickle Cell Anemia.
- Faxed and filed essential patient documents timely.
- Supported doctors in preparation for teaching engagements at various colleges and hospitals efficiently.
- Prepared and recorded echocardiograms meticulously.
- Sorted daily mail and managed FedEx and UPS shipments professionally.
Legal Clerk
Dane M. Shulman
03.1999 - 12.1999
- Scheduled appointments and provided information effectively for clients and attorneys.
- Updated client charts upon receipt of new information diligently.
- Answered a multi-line telephone system efficiently.
- Filed charts and paperwork accurately.
Education
GED - Environmental sciences
Southern New Hampshire University
Southern New Hampshire01.2025
GED - undefined
Bay State College
Boston12.2013
GED - undefined
Cambridge College
Cambridge12.2010
Skills
Accounts payable
Front desk
Word
Sharepoint
Concur
Microsoft Powerpoint
Accounting software
JP
Office experience
Bookkeeping
Office management
Sales
SDK
Management
IDX
Accounting
Microsoft Word
Budgeting
Excel
QuickBooks
Citrix
Microsoft Office
Microsoft Excel
Human resources
Administrative experience
Morgan
Transcription
Microsoft Outlook
EPIC
Power Point
JP Morgan
Supervising experience
Phone etiquette
Organizational skills
Time management
Customer service
Customer relationship management
Team management
Leadership
LANGUAGES
English
Certification
Osha30
EPA
Life Coach
Project Management
Hot Works
Medulla
Food Safety
Timeline
Office Manager
Norstella
05.2025 - Current
Office Manager
Northeastern University
05.2023 - Current
Owner and Founder
LJL Cleaning Services
04.2023 - Current
Senior Administrative Assistant – Project Manager (Clinical Compliance and Risk Management)
Brigham and Women’s Hospital
08.2019 - 03.2023
Concierge (Part Time)
Tillinger’s Concierge, Inc.
12.2017 - 06.2018
Administrative II (Political Science and Sociology Dept.)
Salem State University
09.2017 - 08.2019
Executive Assistant II ~ Office Manager (Elite Personnel - Contract Position)
Bayer Healthcare LLC
06.2016 - 09.2017
Executive Assistant for the Chief of Breast Care Medicine (Contract Position)
Dana Farber Cancer Institute
02.2016 - 05.2016
Administrative Coordinator (PSG Staffing - Contract Position)
Harvard University
11.2015 - 01.2016
Administrative II (Ranstad Staffing - Contract Position)
Department of Public Health
05.2015 - 07.2015
Administrative Assistant II
Five Star Quality Care
08.2014 - 11.2014
Executive Administrative Assistant
Harvard Vanguard Medical Associates
03.2010 - 12.2014
Administrative Assistant II (Ace Employment – Contact)
Brigham and Women’s Hospital
09.2008 - 12.2009
Administrative Assistant II (Ace Employment – Contract)
New England Organ Bank
06.2008 - 09.2008
Administrative II
Children’s Hospital
03.2005 - 08.2007
Administrative Assistant II (Biologics Dept.)
Beth Israel Hospital
10.2003 - 12.2004
Administrative Assistant (Pediatric Specialties)
Boston Medical Center
04.2000 - 08.2002
Legal Clerk
Dane M. Shulman
03.1999 - 12.1999
GED - Environmental sciences
Southern New Hampshire University
GED - undefined
Bay State College
GED - undefined
Cambridge College