MS Office
MICHAEL L. WALKER
Administrative And Clerical
Upper Marlboro,MD
Summary
Attentive Telecommunication Operator with 3 years of experience facilitating communication in federal settings. Strong multi-tasking and technical troubleshooting ability.
Overview
20
20
years of professional experience
3
3
Certifications
Work History
Telecommunications Operator
Library Of Congress Professional Guild/afscme Local 2910, American Federation Of State, County And M
05.2022 - Current
- Provided comprehensive support for various telecommunication systems, including VoIP, SIP Trunking, and TDM technologies.
- Managed high call volume while maintaining professionalism and composure during periods of peak demand.
- Delivered exceptional customer service while managing multiple priorities simultaneously under tight deadlines.
- Collaborated with team members to maintain high-quality service standards, leading to increased client retention rates.
- Assisted management in evaluating employee performance through monitoring calls and providing constructive feedback as needed.
- Enhanced customer satisfaction by efficiently addressing and resolving technical issues in a timely manner.
- Maintained detailed records of interactions with customers for future reference and problem resolution assistance.
- Troubleshot complex technical issues by conducting thorough analyses of system functionalities and configurations.
- Handled sensitive customer data with discretion, adhering to strict confidentiality protocols at all times.
- Conducted regular equipment tests, identifying potential issues before they escalated into larger problems.
- Streamlined communication channels for improved call routing, resulting in reduced wait times for callers.
- Implemented process improvements that led to increased workflow efficiency within the telecommunications department.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained up-to-date knowledge of emergency call procedures.
- Operated digital paging system to notify recipients of incoming calls.
- Installed and repaired network cabling, hardware and software to maximize operational efficiency.
- Performed periodic system upgrades and maintenance to meet industry standards.
- Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
Receptionist
CTI Resource Management Services-DHS/CWMD
01.2021 - 02.2023
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Reduced incoming call response time by implementing an effective call routing system.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Coordinated travel arrangements for executives, ensuring seamless itineraries that met all requirements.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through email, telephone, or postal mail.
- Resolved customer problems and complaints.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Confirmed appointments, communicated with clients, and updated client records.
- Maintained visitor log for entering and leaving facility for security purposes.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Compiled information from files and research to satisfy information requests.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Handled assignments independently with good judgement and critical thinking skills.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Organized, maintained and updated information in computer databases.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Tracked important information in excel spreadsheets and ran reports or generated graphs using data.
- Collected online payments, processed transactions and updated relevant records.
- Administrative support provided to multiple attorneys resulted in better allocation of their time spent on substantive legal matters.
- Demonstrated professionalism in handling confidential information, ensuring privacy for clients and the firm.
- Increased efficiency in handling legal documents by creating an organized filing system for easy access and retrieval.
Administrative Support Specialist
Xtreme Solution, Inc-DOS/Passport HQ
01.2019 - 08.2019
- Increased customer satisfaction with prompt and accurate responses to inquiries and concerns.
- Assisted in maintaining a positive workplace environment through active participation in employee engagement initiatives.
- Fostered a collaborative atmosphere by acting as a liaison between departments to ensure timely delivery of information and resources.
- Contributed to increased meeting effectiveness by preparing agendas beforehand while documenting and distributing minutes afterward.
- Streamlined scheduling tasks for multiple managers, ensuring optimal use of resources and reduced conflicts in availability.
- Supported executive staff in travel arrangements including booking flights, accommodations, transportation services, as well as planning conference itineraries.
- Contributed to company growth by identifying areas of improvement within office procedures, recommending changes, and implementing new strategies.
- Upheld data security standards by managing sensitive information with discretion while adhering to privacy regulations.
- Optimized resource allocation through regular inventory assessments resulting in cost savings without compromising quality or functionality.
- Improved organization-wide record management by creating a centralized filing system for easy access and retrieval of documents.
- Enhanced office efficiency by streamlining administrative processes and implementing time-saving tools.
- Consolidated financial reports for budget tracking purposes, ensuring fiscal responsibility across departments.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Prepared project documents, reports, and brochures.
- Offered technical support and troubleshot issues to enhance office productivity.
- Advised management on procedural updates based on evolving immigration policies, leading to more efficient operations.
- Maintained detailed records of all cases, ensuring accurate documentation for future reference and compliance with regulations.
- Participated in interagency meetings to discuss emerging trends in immigration enforcement activities, ensuring alignment between departments'' goals and objectives.
- Served as a liaison between applicants and other government agencies when required for expedited processing or additional information gathering.
- Collaborated with team members to share best practices, ensuring a high level of service for all clients.
- Facilitated the successful integration of immigrants by connecting them to essential community services, such as language classes and employment assistance.
- Enhanced client satisfaction by efficiently processing immigration applications and providing timely updates on case status.
- Evaluated the effectiveness of immigration programs through regular audits, ensuring compliance with regulations and identifying areas for improvement.
- Prepared statistical reports on caseloads for senior leadership review, identifying key trends that informed strategic decisionmaking.
Mail Carrier
Service Source CRDS-DHS/Mail
09.2009 - 12.2018
- Utilized advanced knowledge of local streets, neighborhoods, routes for optimal navigation while minimizing delays in delivery timeframes.
- Streamlined mail carrier operations by effectively using handheld scanners to track package status and confirm deliveries.
- Expedited processing times by efficiently unloading incoming trucks and transferring sorted mail into designated areas for further distribution.
- Ensured the security of mailboxes by diligently locking them after deliveries to protect customers'' personal information and prevent theft.
- Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
- Assisted in reducing lost or misdelivered mail through diligent attention to detail when handling packages and letters.
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses.
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Contributed to increased postal revenue by promoting and selling USPS products and services during daily deliveries.
- Reduced the number of customer complaints regarding undelivered or damaged packages through careful handling practices during transportation from the post office to recipient addresses.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
- Supported USPS sustainability initiatives by recycling undeliverable mail and disposing of waste materials properly.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
- Prevented loss of critical documents by thoroughly inspecting all incoming materials for damage or tampering prior to distribution within the facility.
- Reduced mail delivery errors by carefully verifying recipient addresses and ensuring accurate routing.
- Demonstrated adaptability by quickly learning new technologies and processes introduced into daily operations for increased effectiveness.
- Actively participated in safety meetings and workshops, contributing to a secure and accident-free workplace environment.
- Ensured customer satisfaction through prompt resolution of inquiries regarding mailing services, rates, and delivery timescales.
- Operated mail processing equipment proficiently, minimizing downtime due to malfunctions or user error.
- Contributed to cost-saving initiatives through diligent monitoring of inventory levels and timely ordering of essential supplies.
- Supported reliable record-keeping practices by meticulously logging incoming shipments, outgoing deliveries, and tracking numbers as required.
- Used automated mail processing equipment to sort and collate mail.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
Mail Carrier
Service Source - IRS Mail Contract
09.2004 - 08.2009
- Utilized advanced knowledge of local streets, neighborhoods, routes for optimal navigation while minimizing delays in delivery timeframes.
- Streamlined mail carrier operations by effectively using handheld scanners to track package status and confirm deliveries.
- Ensured the security of mailboxes by diligently locking them after deliveries to protect customers'' personal information and prevent theft.
- Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
- Assisted in reducing lost or misdelivered mail through diligent attention to detail when handling packages and letters.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
- Collaborated with fellow carriers for seamless coverage during vacations, illnesses, or other absences to ensure uninterrupted mail delivery service.
- Improved mail delivery efficiency by accurately sorting and organizing mail for efficient distribution.
- Contributed to increased postal revenue by promoting and selling USPS products and services during daily deliveries.
- Reduced the number of customer complaints regarding undelivered or damaged packages through careful handling practices during transportation from the post office to recipient addresses.
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs.
- Kept mail delivery records to track delivered and undelivered items and identify delivery issues.
- Handled mail and packages with care to prevent damage during delivery.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Followed Postal Service policies and procedures to maintain integrity of mail and protect customer information.
- Utilized mail processing machines in weighing, stamping and processing mail items.
- Implemented new shelving strategies that maximized available space without compromising ease of access for patrons.
- Streamlined book circulation process by maintaining an organized and accurate database of materials.
- Conducted inventory audits for accurate record-keeping and timely identification of missing or damaged items.
- Assisted patrons in locating materials, enabling them to conduct research more effectively.
- Provided technical support to patrons using computers, printers, and other equipment within the facility.
- Enhanced warehouse organization by implementing a barcode tracking system for incoming shipments.
- Maximized warehouse space utilization by reorganizing storage areas according to product types, sizes, and turnover rates.
- Maintained accurate inventory levels through regular cycle counts and updating the warehouse management system accordingly.
- Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.
- Negotiated favorable shipping rates with carriers, resulting in significant cost savings without compromising service quality.
- Improved shipping efficiency by streamlining packing procedures and optimizing workstation layouts.
- Minimized damaged goods by training team members on proper handling techniques during unloading and storage processes.
Education
Certificate - Computer Programming, Specific Applications
Prince George's Community College
Upper Marlboro, MD 05.2001 -
High School Diploma -
The Harbour School
Annapolis, MD 05.2001 -
Skills
Switchboard management
Front Desk Operations
Greeting customers
Search directories
Office Supply Management
Report Preparation
Operations Management
Spreadsheet development
Document Scanning
File Maintenance
Mail handling
Additional Information
U.S. Citizen
Non-Military
Schedule A Appointee
Secret Federal Government Clearance
Software
Adobe
GovTA
Outlook
Certification
Homeland Security
Timeline
Telecommunications Operator
Library Of Congress Professional Guild/afscme Local 2910, American Federation Of State, County And M
05.2022 - Current
Homeland Security
05-2022
PII & PIV
05-2022
Record's Management
05-2022
Receptionist
CTI Resource Management Services-DHS/CWMD
01.2021 - 02.2023
Administrative Support Specialist
Xtreme Solution, Inc-DOS/Passport HQ
01.2019 - 08.2019
Mail Carrier
Service Source CRDS-DHS/Mail
09.2009 - 12.2018
Mail Carrier
Service Source - IRS Mail Contract
09.2004 - 08.2009
Certificate - Computer Programming, Specific Applications
Prince George's Community College
05.2001 -
High School Diploma -
The Harbour School
05.2001 -
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