Michael Walker
Upper Marlboro,MD
Summary
Go-getting Office Automation Clerk eager to secure Telecommunications Specialist role in the call center industry. Talented at computing data and performing various typing duties, including customer service and research. Adept at preparing correspondence, memoranda, and reports in both draft and final form. Hands-on experience using office automation equipment such as phone and computer.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Telecommunications Operator
Library Of Congress Professional Guild/afscme Local 2910, American Federation Of State, County And M
Washington, DC
05.2022 - Current
- Answered routine questions about telephone and voice mailbox operations.
- Interpreted complex data from various systems to provide customers with accurate information.
- Provided installation, service and maintenance for broadband internet and digital telephone service.
- Logged service calls and closed work orders by recording issues resolved and services provided.
- Answered incoming calls from customers and provided information about services, products, billing, and technical support.
- Followed up with open calls to offer further assistance and close out issues.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Developed a comprehensive knowledge of telecommunications products and services.
- Handled escalated customer issues that required additional attention or research.
- Offered special assistance to persons unable to dial or in emergency situations.
- Operated telephone switchboards and systems to advance and complete connections.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Completed connections between callers, departments and professionals.
- Calculated and quoted charges for long-distance connections.
- Maintained accurate records of all customer interactions in the company database.
- Followed up with customers after resolving their issue to ensure satisfaction.
- Identified opportunities for process improvement within the team environment.
- Resolved conflicts between different departments regarding customer service issues.
- Evaluated information provided and worked with customers to provide best possible solutions.
Receptionist
CTI Resource Management Services
Washington, DC
01.2021 - 02.2022
- Processed payments and updated accounts to reflect balance changes.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Used company badging system to create badges for new employees and visitors.
- Performed data entry tasks into various computer systems accurately and promptly.
- Coordinated pick-up and delivery of express mail services.
- Organized conference room reservations for meetings or events.
- Coordinated with vendors for repairs and maintenance of office equipment such as printers or computers.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Monitored security cameras in the lobby area to ensure safety of employees and guests.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Verified visitors' identification cards before allowing access to the building.
- Assisted with special projects assigned by management when required.
- Composed and prepared routine correspondence, letters and reports with job-related software.
- Handled conference room scheduling, collaborating with meeting organizers on logistics and catering.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
- Transcribed tapes and notes from meetings into prescribed formats.
- Updated daily log book with information about visitors entering the premises.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Updated and recorded customer or client information to maintain accounts.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Resolved issues related to scanning processes, such as image quality or file formats.
Administrative Support Assistant
Xtreme Solution, Inc
Washington, DC
01.2019 - 08.2019
- Managed incoming and outgoing mail, filing and meeting coordination.
- Oversaw company database and verified accurate updates and proper file management.
- Created and maintained spreadsheets for tracking data.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Scheduled appointments, meetings and events for management staff.
- Provided administrative support to department staff members; answered phones and directed calls to appropriate personnel.
- Maintained appointment and event calendars for executives and department heads.
- Compiled data from various sources into concise summaries for management review.
- Maintained accurate department and customer records.
- Directed customer communication to appropriate department personnel.
- Generated office correspondence and reports.
- Handled incoming calls and directed callers to appropriate department or employee.
- Greeted visitors in a professional manner; provided assistance as needed.
- Prepared reports summarizing passport activities such as number of applications received, processed daily, weekly, monthly.
- Maintained accurate records of all transactions.
- Assisted customers in completing the required paperwork and forms.
- Handled customer complaints professionally and provided satisfactory solutions.
- Answered questions regarding passport policies and procedures.
- Verified document authenticity to process license application.
- Protected payroll operations and maintained employee confidence by keeping information private.
- Investigated and addressed payroll discrepancies, liaising between staff and administrative team to expedite error resolution.
- Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
- Posted work hours completed to files to properly bill clients.
- Handled payroll help desk and answered questions regarding correct and accurate payroll time entry.
- Maintained accurate records of all payroll transactions.
- Prepared detailed reports outlining trip, vehicle and passenger details.
- Identified areas for improvement in existing scanning processes and procedures.
Mail Carrier
Service Source CRDS
Capitol Heights, MD
09.2009 - 12.2018
- Checked incoming mail for proper postage and correct names and addresses.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Assisted other carriers with their routes as needed during peak periods.
- Maintained records of all deliveries made during the day.
- Conducted regular check-ins with supervisors throughout the day.
- Reported any damaged or missing mail items to supervisor immediately.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Scanned packages for delivery tracking.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Routed all classes of mail in sequence of delivery along established route.
- Handled undeliverable mail in accordance with established procedures.
- Organized parcels into appropriate size containers for transport.
- Provided friendly customer service at all times while delivering mail.
- Verified accuracy of addresses before delivering packages.
- Recorded addresses, weights, and other information on outgoing mail.
- Provided assistance in sorting large volumes of mail at post office facility.
Mail Carrier
Service Source - IRS Mail Contract
Capitol Heights, MD
09.2004 - 08.2009
- Checked incoming mail for proper postage and correct names and addresses.
- Separated mail to be transported to relay boxes along route for subsequent delivery.
- Assisted other carriers with their routes as needed during peak periods.
- Maintained records of all deliveries made during the day.
- Conducted regular check-ins with supervisors throughout the day.
- Reported any damaged or missing mail items to supervisor immediately.
- Obtained signed receipts for registered, certified and insured mail, collecting associated charges and completing necessary paperwork.
- Furnished customers with postal information and provided change of address information and other related postal forms.
- Delivered mail along prescribed route and retrieved additional mail from relay boxes.
- Updated daily delivery logs to record number of deliveries made.
- Routed all classes of mail in sequence of delivery along established route.
- Collected outgoing mail from homes and businesses to deliver to post office for processing.
- Delivered various types of mail on routes according to strict timelines.
- Kept up-to-date knowledge of postal rates, regulations, and procedures.
- Handled undeliverable mail in accordance with established procedures.
- Responded to customer inquiries regarding postal services and products.
- Provided friendly customer service at all times while delivering mail.
- Verified accuracy of addresses before delivering packages.
- Scanned labels on letters or parcels to confirm receipt.
- Provided assistance in sorting large volumes of mail at post office facility.
- Obtained receipts for registered and certain insured mail.
Education
Certification - Computer Software And Media Applications
Prince George's Community College
Upper Marlboro, MD12-2015
High School Diploma -
The Habor School
Annapolis, MD06-2002
Skills
- Front Desk Operations
- Greeting Customers
- Professional Communication
- Educating Customers
- Bookkeeping
- Invoice Processing
- Calendar Management
- Document Control
- Report Writing
- Records Maintenance
- Inventory Tracking
- Shipping Coordination
Accomplishments
- Employee of the Quarter-November 2017
Certification
- Administrative Assistant Certification-Linkedln Learning
- Payroll Certification-Linkedln Learning
- Customer Service Certification-Linkedln Learning
- Operation Management Foundation Certification-Linkedln Learning
Secret Federal Government Clearance
- DHS
References
References available upon request.
Timeline
Telecommunications Operator
Library Of Congress Professional Guild/afscme Local 2910, American Federation Of State, County And M
05.2022 - Current
Receptionist
CTI Resource Management Services
01.2021 - 02.2022
Administrative Support Assistant
Xtreme Solution, Inc
01.2019 - 08.2019
Mail Carrier
Service Source CRDS
09.2009 - 12.2018
Mail Carrier
Service Source - IRS Mail Contract
09.2004 - 08.2009
Certification - Computer Software And Media Applications
Prince George's Community College
High School Diploma -
The Habor School
- Administrative Assistant Certification-Linkedln Learning
- Payroll Certification-Linkedln Learning
- Customer Service Certification-Linkedln Learning
- Operation Management Foundation Certification-Linkedln Learning
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