Summary
Overview
Work History
Education
Skills
PROFESSIONAL HISTORY
Timeline
Generic
MELISSA DAVIES

MELISSA DAVIES

Boise,ID

Summary

Seasoned office and customer service professional with 20+ years’ government and private sector employment experience. Exceptionally positive team player who has held progressively responsible positions and received multiple awards. Versatile administrative support skill set developed through experience as an office manager, secretary, administrative assistant, assistant administrative officer, and office clerk. Excellent computer and documentation skills while speaking with customers by phone or in person. Tremendous ability to work both independently and remotely, as needed. Skilled in using various computer software programs including but not limited to: MS Word, Excel, Outlook, Google Sheets, etc.

Overview

27
27
years of professional experience

Work History

Administrative Manager

ConGlobal
07.2023 - Current
  • Manages administrative tasks and operations for yard.
  • Manage team calendars and schedules meetings.
  • Communicates effectively with clients and team members.
  • Enforces Conglobal’s rules and policies.
  • Manage three Customer Support Representatives
  • Human Resource duties, to include screening applicants and conducting interviews
  • Mentored junior staff members, fostering skills development and career growth within the team.
  • Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
  • Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
  • Supervised staff and delegated tasks to maintain positive, productive administrative operations.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
  • Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
  • Nurtured a positive work environment by addressing employee concerns promptly and fairly, fostering open communication channels between staff members at all levels of the organization.
  • Greeted visitors, employees and clients politely and professionally for excellent reception service.
  • Interviewed, recruited and onboarded new staff for high-performing administration teams.
  • Led administrative team in supporting department heads, ensuring smooth day-to-day operations.
  • Completed bi-weekly payroll for 45 employees.
  • Supervisor - Kasey Schmidt

Customer Engagement Specialist/Administrative Assistant

ConGlobal
08.2020 - 07.2024
  • Addresses customers in a professional, courteous manner with a positive attitude and active listening to answer questions regarding shipping containers, deliveries, and modifications available.
  • Follow established processes ensuring a quality and positive customer experience.
  • Expedite all quote requests online or telephonically with urgency and accuracy.
  • Process invoices, documenting information on invoices and on unit record in Netsuite (NS).
  • Work and collaborate effectively as part of your customer experience team, including member of the Sales teams at each depot location.
  • Communicate effectively and establish professional relationships with customers, Sales Managers and other ConGlobal associates.
  • Utilize Netsuite CRM to manage customer interaction and create trackable records.
  • Utilize Doucpeau CRM to manage vendor accounts, processing invoices, notating records in Netsuite.
  • Utilize TEC CRM to process monthly container rentals for processing into Netsuite.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Mentored junior staff in best practices for customer engagement, enhancing overall team performance and morale.
  • Collaborated with cross-functional teams to streamline processes, reducing response times for customer inquiries.
  • Enhanced customer satisfaction through personalized communication and proactive engagement strategies.
  • Successfully managed multiple projects simultaneously by prioritizing tasks, streamlining workflows, and delegating responsibilities to the appropriate team members.
  • Established rapport with clients through active listening skills and empathetic problem-solving abilities in challenging situations.
  • Mentored junior team members in best practices for effective communication techniques that resulted in higher client satisfaction ratings.
  • Managed escalated cases professionally, liaising between clients and internal departments for optimal outcomes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Investigated and resolved accounting, service and delivery concerns.
  • Supervisor - Bill Franzke

Technical Record Specialist 1, 2

Boise State University
09.2015 - 10.2019
  • Processed documents such as phonathon lead sheets or alumni surveys to acquire new information and updated alumni and donor records in Raiser’s Edge database.
  • Processed gifts, pledges, memberships, and event registrations in Raiser’s Edge.
  • Made bank deposits and generated receipts for charitable donations.
  • Processed returned mail by making appropriate changes in Raiser’s Edge.
  • Researched addresses and telephone numbers for alumni and donors and updated records in Raiser’s Edge. Validated data imports in database from a variety of external sources. Used database query and export tools to prepare event invitation lists, newsletter mailing lists, etc., and used database query and export tools to produce statistical reports.
  • Promptly and precisely entered accounting and personal information into computerized system typing 50+ wpm.
  • Supervisor - Kathy Van Vactor

Customer Service Representative

Idaho Department of Health and Welfare
04.2013 - 09.2015
  • Scanned mail and put it in correct Department of Health and Welfare case.
  • Greeted clients at front desk at DHW, answered questions and directed them to the appropriate departments.
  • Responsible for providing EBT cards to clients, assuring the correct case number were assigned and the providing instruction on how to use the card as well as deposit information.
  • Managed difficult clients by providing assistance, explaining the policies and procedures, and escalating to a manager if necessary.
  • Supervisor - Betty Balderas

Administrative Support Specialist/Office Assistant

Drug Enforcement Administration
12.1998 - 09.2008
  • Used exceptional organizational skills to process financial documents and personnel documents.
  • Responsible for office duties including multi-line phones, greeted visitors, processed incoming and outgoing mail and provided customer relations.
  • Managed administrative section staff members, assigned duties and attended meetings with management personnel to provide status updates of office budgets and took minutes at said meetings.
  • Served as accounting agent with excellent knowledge of general accounting principles, including purchase orders, reconciled credit card statements and submission of financial replenishment vouchers.
  • Performed imprest safe duties for a cash fund of up to $500,000 USD, balancing safe daily and maintaining monetary logs for said safe.
  • Provided administrative support to Resident Agent in Charge and Administrative Officers, including preparing correspondence, maintaining calendars for appointments and meetings.
  • Managed scheduling and logistics for departmental meetings and events.
  • Processed sensitive documents while ensuring compliance with federal regulations.
  • Coordinated training sessions for new administrative staff members.
  • Maintained accurate records of expenditures and budget allocations for projects.
  • Strengthened internal communication by managing correspondence, distributing information, and maintaining an updated contact database.
  • Reduced expenses, negotiated with suppliers to secure cost-effective office supplies.
  • Supported HR activities, contributed to smoother recruitment and onboarding process.
  • Assisted in the onboarding process of new team members by providing training materials, coordinating schedules, and providing support during the transition period.
  • Assisted in preparing detailed reports for management, enabling informed decision-making.
  • Managed incoming and outgoing correspondence, maintaining confidentiality and timely responses.
  • Coordinated travel arrangements for executives, ensuring smooth and timely logistics for all business trips.

Education

No Degree - Criminal Justice

Boise State University
Boise, ID
05-2026

Skills

  • Office administration
  • Organization and multitasking
  • Office management
  • Staff management
  • Critical thinking
  • Relationship building
  • Accounting procedures
  • Customer service management
  • Administrative support
  • Scheduling and calendar management
  • Business administration
  • Microsoft Office Suite
  • HR support
  • Account reconciliation
  • Document control
  • Documentation and control
  • Credit and collections
  • Office supervision
  • Research
  • Payroll and budgeting
  • Microsoft office
  • Data entry

PROFESSIONAL HISTORY

  • Administrative Manager: Conglobal - Seattle, WA 2023 - Present
  • Administrative Assistant: ConGlobal – Corvallis, OR 2022 – July 2023
  • Customer Engagement Specialist: ConGlobal – Corvallis, OR 2020 – 2022
  • Technical Records Specialist 1, 2: Boise State University Foundation – Boise, ID 2015 – 2019
  • Customer Service Representative 2: Department of Health and Welfare – Boise, ID 2014 – 2015
  • Cash Office Associate/Sales Associate/Cashier: Ross Dress for Less, Inc – Boise, ID 2010 – 2011
  • Office Assistant: Drug Enforcement Administration (DEA) – Portland, OR 2008
  • Administrative Support Specialist: DEA – Bangkok, Thailand 2006 - 2008
  • Office Assistant: DEA – Boise, ID 1998 – 2006

Timeline

Administrative Manager

ConGlobal
07.2023 - Current

Customer Engagement Specialist/Administrative Assistant

ConGlobal
08.2020 - 07.2024

Technical Record Specialist 1, 2

Boise State University
09.2015 - 10.2019

Customer Service Representative

Idaho Department of Health and Welfare
04.2013 - 09.2015

Administrative Support Specialist/Office Assistant

Drug Enforcement Administration
12.1998 - 09.2008

No Degree - Criminal Justice

Boise State University

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