Michael L. Walker
Upper Marlboro,MD
Summary
Well-organized professional equipped with varied experiences in administrative roles. Driven to increase overall efficiency while maintaining filing systems and screening and answering numerous phone lines daily. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Telecommunication Equipment Operator
Library of Congress
05.2022 - Current
- Render exceptional customer service to a range of emergency and non-emergency telephone communications calls; reporting directly to the head of voice telecommunications section
- Ensure appropriate staffing of the Library of Congress main number, while maintaining the call center operator's schedule
- Assist operators with day-to-day tasks to ensure that all responsibilities in line with precision, tact, courtesy, and efficiency
- Receive and answer local, long-distance, and international calls, as well as transfer incoming operator-assisted and departing calls in a professional manner; respond to malicious/suspicious calls and notify management of any threatening call behavior
- Served as the main point of escalation for problematic callers and complicated telephone connections, such as international or carrier-assisted calls.
Receptionist
CTI Resource Management Services, Inc-DHS/CWMD
01.2021 - 02.2022
- Provided advanced administrative and clerical support to an office of 50+ personnel, while ensuring seamless continuity of operations within a fast-paced setting
- Addressed and responded to requests, questions, or concerns from a diverse population of clients, team members, and management officials
- Updated and maintained electronic and physical databases with routine reports, official correspondence, special projects, and other documents
- Coached and empowered a team of new and junior personnel on standard processes and best practices to drive efficiency
- Monitored and tracked inventory/stock levels, while ordering critical materials and supplies for smooth running of daily operations
- Built strong working relationships with internal departments, team members, vendors, and senior management/officials
- Improved and strengthened security posture by checking and verifying visitors/individuals, issuing appropriate badges, and deterring any unauthorized access to restricted areas.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents
Administrative Support Level I
Xterme Solutions, Inc-DOS/Passport
01.2019 - 08.2019
- Performed a wide range of administrative functions, such as official internal and external correspondence, incoming mail and packages, electronic/physical database maintenance, and bookkeeping to drive overall success and operational productivity
- Utilized the online travel manager system for upcoming arrangements and other logistics for employee reimbursement
- Distributed, collected, and analyzed critical feedback/customer surveys to ensure continuous process improvement and increase customer satisfaction and overall experience
- Conducted detailed audits to uncover and correct potential errors or discrepancies, meeting 100% completeness, accuracy, and compliance across all financial information
- Formulated succinct, legible, and creative communications, reports, presentations, and informational handouts for routine staff meetings highlighting key agenda points and performance metrics
- Prioritized and managed multitask assignments or projects within strict deadlines in a fast-paced setting.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Managed time efficiently in order to complete all tasks within deadlines
Mail Carrier
Service Source CRDS-DHS/Mail
01.2009 - 12.2018
- Delivered exceptional customer service by ensuring timely and accurate delivery of a high-volume of mail assets shipped to Federal contractors and employees of the Department of Homeland Security (DHS)
- Organized and sorted incoming materials, prioritized workloads, and maintained comprehensive databases in line with top-level security guidelines and regulations
- Operated an inventory of complex, high-value machinery for scanning, photocopying, and mailing classified assets
- Greeted customers and answered questions regarding mail pick up times, postal regulations, and delivery costs
Education
Certificate - Computer Software And Media Applications
Prince George's Community College
Largo, MD12.2015
High School Diploma -
The Harbour School
Annapolis, MD06.2002
Skills
- Operational Excellence
- Calendar Management
- Travel Arrangements
- Meeting/Event Coordination
- Documentation & Reporting
- Project/Program Administration
- Database Management
- Team Training & Leadership
- Superior Customer Service
- Relationship Building
- Cross-functional Collaboration
- Issues & Problem Resolution
- Technical Skills
- Application Development
Accomplishments
- Designed a more efficient Excel template to track and manage office personnel calendars and daily meetings.
Additional Information
- Active Informant's Secret Federal Government Clearance (DOD)
Timeline
Telecommunication Equipment Operator
Library of Congress
05.2022 - Current
Receptionist
CTI Resource Management Services, Inc-DHS/CWMD
01.2021 - 02.2022
Administrative Support Level I
Xterme Solutions, Inc-DOS/Passport
01.2019 - 08.2019
Mail Carrier
Service Source CRDS-DHS/Mail
01.2009 - 12.2018
Certificate - Computer Software And Media Applications
Prince George's Community College
High School Diploma -
The Harbour School
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