Lorena Duran
Rockville,MD
Summary
Dedicated and motivated Administrative Assistant with strong customer relations and decision-making skills. Known for professionalism, strong work ethic, and initiative. Highly organized, dependable, and adept at multitasking to support team success.
Overview
26
26
years of professional experience
Work History
ADMINISTRATIVE ASSISTANT
ROCKVILLE CITY POLICE
Rockville, MD
07.2025 - Current
- Managed incoming communications, directing inquiries to appropriate personnel either for Neighborhood services, records or citations for timely resolution.
- Maintained filing systems for both the records department and parking and photo enforcement. Utilizing the JustFoia website, internal database and filing cabinets, thus ensuring organization and accessibility to incident/ accident reports or citations.
- Assisted in preparing, filing physically/ digitally and communicating with government agencies for weekly background investigations.
- Redacted accident reports and Body- Worn camara footage for MPIA requests. Insuring lawful disclosure and protection of personal identifiable information(PII)
- Answered multi-line phone system, routing calls or delivering messages to either the Neighborhood services devision, Parking and photo enforcement or the Records department.
- Delivered excellent customer service through prompt responses for inquiries, or addressing concerns effectively, on citations and reports while building strong relationships with our city residents.
- Assisted in onboarding new employees, providing training and orientation to ensure a smooth integration into the RCPD .
RECORDS CLERK
ROCKVILLE CITY POLICE
Rockville, MD
01.2025 - 07.2025
- Processed incoming and outgoing documents, mail, and packages in front office. Supported accurate and timely distribution of materials.
- Executed comprehensive audits of records, receipts, and citations to uphold compliance with established policies and procedures.
- Executed opening and closing procedures for POS system, ensuring accuracy of deposits and documentation.
- Executed payment processing for red light, speed, parking citations and accident/ incident reports using POS system and web interface.
- Facilitated residential permit parking assistance for citizens across all districts, with a focus on King Farm district.
- Phone call management for neighborhood services, including parking, photo enforcement, and records inquiries.
CUSTOMER SERVICE ASSOCIATE CASHIER
DSW, BETHESDA
09.2018 - 03.2020
- Customer Service and Engagement: Greet and assist customers with a friendly demeanor, explain the DSW Rewards program, and direct customers to appropriate merchandise.
- Cashiering and Cash Handling: Accurately process transactions, manage cash and pricing, and ensure register reconciliation.
- Store Operations: Maintain cleanliness and organization of the store, including aisles and stockroom. Manage and display merchandise according to standards, maintain stockroom organization, and manage markdowns.
- Loss Prevention: Adhere to and implement policies and procedures.
- Personal Development: Participate in team huddles and training, open to feedback and coaching.
- Customer Service Orientation: Ability to provide excellent service, demonstrate professionalism, and maintain a friendly attitude.
- Goal Setting: Plan and organize work efficiently, support change, and continuously seek knowledge to improve performance.
- Team Collaboration: Interact with colleagues and customers, build effective relationships, and work constructively with colleagues.
- Results-Driven: Take initiative, be accountable for performance, analyze problems effectively, and make timely decisions based on input and data.
DOCUMENT CONTROLLER/ ADMINISTRATIVE ASSISTANT
AURORA LLC, ROCKVILLE
07.2012 - 07.2013
- Document Management: Organize, categorize, and maintain electronic and hard copy documents, ensuring proper version control and accessibility.
- Quality Control: Review documents for accuracy and completeness, ensuring compliance with organizational standards and procedures according to the NISPOM.
- Data Entry: Input and update document information in databases or document management systems.
- Coordination: Liaise with project teams to gather necessary documentation, ensuring timely distribution and retrieval of documents while maintaining security processes.
- Archiving: Implement and maintain an effective archiving system for inactive documents, ensuring easy retrieval and compliance with NISPOM retention policies.
- Reporting: Generate reports on document status, changes, and project documentation as needed.
- Attention to Detail: Ensure accuracy in document management on secured and non secured areas of projects.
- Organizational Skills: Ability to manage multiple tasks and prioritize workload effectively.
- Technical Proficiency: Familiarity with document management software and proficiency in Microsoft Office Suite (Excel, Word).
- Communication Skills: Strong verbal and written communication abilities to interact effectively with team members and stakeholders.
- Problem-Solving: Identify and resolve document-related issues proactively and efficiently.
- Team Collaboration: Work within a team environment, fostering effective communication and cooperation.
- Time Management: Ability to meet deadlines and manage time effectively in a fast-paced environment.
- Adaptability: Be flexible and open to changes in procedures, software, and organizational policies.
ASSISTANT TO FACILITY SECURITYOFFICER/ PROJECT
AURORA LLC, ROCKVILLE
Rockville, MD
10.2008 - 09.2011
- Team Management: Ability to motivate and lead a team, providing guidance and support to staff with OM manual translation.
- Customer Engagement: Strong ability to engage with vendors, the architects and management. Address their needs, and issue resolving.
- Inventory Management: Proficiency in managing blue prints for all projects, conducting inventory audits for secured and non secured areas.
- Time Management: Ability to prioritize tasks and manage time effectively.
- Attention to Detail: Ensure accuracy in transactions, inventory management, and compliance with each contract while following NISPOM guidelines.
- Interpersonal Skills: Strong ability to communicate clearly with staff, and upper management.
- Flexibility: Ability to adapt to changing priorities and work in various roles as needed.
- Problem-Solving: Strong critical thinking skills to address challenges quickly and effectively.
ASSISTANT STORE MANAGER
The Body Shop, Bethesda Mall
04.2008 - 06.2011
- Team Management: Ability to motivate and lead a team, providing guidance and support to staff. Skills in resolving employee issues and maintaining a positive work environment.
- Customer Engagement: Strong ability to engage with customers, address their needs, and resolve complaints. Ability to upsell and cross-sell products to enhance customer satisfaction and drive sales.
- Inventory Management: Proficiency in managing stock levels, conducting inventory audits, and overseeing replenishment processes.
- Visual Merchandising: Skills in creating attractive displays to enhance product presentation and drive sales.
- Scheduling: Experience in creating staff schedules and managing labor costs effectively.
- Reporting: Ability to generate sales reports, analyze performance metrics, and present findings to management.
- Point of Sale (POS) Systems: Familiarity with operating and troubleshooting POS systems.
- Data Analysis: Skills in data analysis and software to analyze sales data and improve performance.
- Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced retail environment. Ensure accuracy in transactions, inventory management, and compliance with store policies.
- Interpersonal Skills: Strong ability to communicate clearly with customers, staff, and upper management.
- Training and Development: Skills in training new employees and providing ongoing development opportunities for staff.
- Flexibility: Ability to adapt to changing priorities and work in various roles as needed. Strong critical thinking skills to address challenges quickly and effectively.
- Budget Management: Understanding of financial reports, budgeting, and cost control measures. Ability to analyze sales trends and forecast future performance.
ASSISTANT STORE MANAGER
Parade of Shoes, Wheaton Mall
04.2003 - 02.2004
- Team Management: Ability to motivate and lead a team, providing guidance and support to staff.
- Conflict Resolution: Skills in resolving employee issues and maintaining a positive work environment.
- Customer Engagement: Strong ability to engage with customers, address their needs, and resolve complaints.
- Sales Skills: Ability to upsell and cross-sell products to enhance customer satisfaction and drive sales.
- Inventory Management: Proficiency in managing stock levels, conducting inventory audits, and overseeing replenishment processes.
- Visual Merchandising: Skills in creating attractive displays to enhance product presentation and drive sales.
- Scheduling: Experience in creating staff schedules and managing labor costs effectively.
- Reporting: Ability to generate sales reports, analyze performance metrics, and present findings to management.
- Point of Sale (POS) Systems: Familiarity with operating and troubleshooting POS systems.
- Data Analysis: Skills in data analysis and software to analyze sales data and improve performance.
- Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced retail environment.
- Attention to Detail: Ensure accuracy in transactions, inventory management, and compliance with store policies.
- Interpersonal Skills: Strong ability to communicate clearly with customers, staff, and upper management.
- Training and Development: Skills in training new employees and providing ongoing development opportunities for staff.
- Flexibility: Ability to adapt to changing priorities and work in various roles as needed.
- Problem-Solving: Strong critical thinking skills to address challenges quickly and effectively.
- Budget Management: Understanding of financial reports, budgeting, and cost control measures.
- Sales Forecasting: Ability to analyze sales trends and forecast future performance.
ASSISTANT STORE MANAGER
Eddie Bauer, White Flint Mall
09.2000 - 02.2004
- Team Management: Ability to motivate and lead a team, providing guidance and support to staff. Skills in resolving employee issues and maintaining a positive work environment.
- Customer Engagement: Strong ability to engage with customers, address their needs, and resolve complaints. Ability to upsell and cross-sell products to enhance customer satisfaction and drive sales.
- Inventory Management: Proficiency in managing stock levels, conducting inventory audits, and overseeing replenishment processes.
- Visual Merchandising: Skills in creating attractive displays to enhance product presentation and drive sales.
- Scheduling: Experience in creating staff schedules and managing labor costs effectively.
- Reporting: Ability to generate sales reports, analyze performance metrics, and present findings to management. Skills in data analysis and software to analyze sales data and improve performance.
- Time Management: Ability to prioritize tasks and manage time effectively in a fast-paced retail environment.
- Attention to Detail: Ensure accuracy in transactions, inventory management, and compliance with store policies.
- Interpersonal Skills: Strong ability to communicate clearly with customers, staff, and upper management.
- Flexibility: Ability to adapt to changing priorities and work in various roles as needed. Strong critical thinking skills to address challenges quickly and effectively.
- Budget Management: Understanding of financial reports, budgeting, and cost control measures. Ability to analyze sales trends and forecast future performance.
Education
High School Diploma -
Rockville High School
Rockville, MD08-2000
Skills
- Conflict Resolution
- Customer Relationship
- Inventory Management
- Budgeting and Financial Management
- Sales Strategy Development
- Target Achievement
- Flexibility in Fast-Paced Environments
- Multi-tasking
- Point of Sale (POS) Systems Word, Excel, Teams
- Team Collaboration
ABOUT ME
I am a dedicated and results-driven professional with a strong passion for customer service, with over 20 years of experience in management and retail. I excel in communication, team collaboration, and resolving issues, and thrive on new challenges.
Timeline
ADMINISTRATIVE ASSISTANT
ROCKVILLE CITY POLICE
07.2025 - Current
RECORDS CLERK
ROCKVILLE CITY POLICE
01.2025 - 07.2025
CUSTOMER SERVICE ASSOCIATE CASHIER
DSW, BETHESDA
09.2018 - 03.2020
DOCUMENT CONTROLLER/ ADMINISTRATIVE ASSISTANT
AURORA LLC, ROCKVILLE
07.2012 - 07.2013
ASSISTANT TO FACILITY SECURITYOFFICER/ PROJECT
AURORA LLC, ROCKVILLE
10.2008 - 09.2011
ASSISTANT STORE MANAGER
The Body Shop, Bethesda Mall
04.2008 - 06.2011
ASSISTANT STORE MANAGER
Parade of Shoes, Wheaton Mall
04.2003 - 02.2004
ASSISTANT STORE MANAGER
Eddie Bauer, White Flint Mall
09.2000 - 02.2004
High School Diploma -
Rockville High School