Monique R. Lacy
Suwanee,GA
Summary
Experienced Administrative Professional with a strong background in Account Management and Customer Relations. Confident in both written and verbal skills, my attention to details , anticipatory judgment, organizational skills and reliability are just a few skills that give me an advantage for success in this role. With proficiency in office software, my ability to effectively/efficiently manage office operations and provide administrative support would make me an exceptional addition to any Administrative Professionals team.
Overview
14
14
years of professional experience
Work History
Administrative Support Associate
Gwinnett County Departmebt of Transportation
Lawrenceville, Georgia
05.2024 - Current
- Composed, edited and typed complex memos and reports with job-related software.
- Proofread documents prior to submission to ensure accuracy of content.
- Automated office operations by managing internal and external customer correspondence, record tracking and data communications.
Account Manager
RTC Associates, LLC
Atlanta, GA
08.2017 - Current
- Responsible for maintaining 65-75 Telecommunication companies in Telecom Regulatory and Tax Compliance
- Establishing a relationship with CEOs, Presidents, Directors, COOS Controllers and CFOs of Telecommunications companies as their main point of contact
- Providing tax ratings for IXC, CLEC and VoIP companies using the SureTax and Coredial Portals
- Completing Transfer of Control Projects with the Public Utilities Commission and Public Service Commissions within the U.S and Canada
- Completing withdrawal projects with the Public Utilities Commission and Public Service Commission within the U.S and Canada
- Completing Power of Attorney forms for each state said Telecommunications company is registered in Tax Registrations with state Public Utility and Service Commissions
- Retrieving monthly, quarterly and Annual data
- Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
- Participated in trade shows, conferences, and networking events to represent the company and attract new business.
- Resolved customer complaints in a timely manner.
- Developed strategies to increase revenue from existing accounts.
- Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Greeted and assisted customers to foster positive experiences.
- De-escalated customer interactions by providing alternative solutions to issues.
- Acted as main point of contact in matters relating to client concerns and needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed account receivables for assigned accounts, ensuring timely payments and minimizing bad debts.
Front Wait Staff, Bartender, Shift Supervisor
Norsan Group
Alpharetta, GA
05.2013 - Current
- Front Wait Staff- Waiting tables and providing customer service
- Bartender- Providing customer service and maintain the bar
- Shift Supervisor- Opening/Closing the restaurant, supervising staff of 3-5 employees, counting the drawers and making bank deposits
- Set up tables in between patrons to reduce wait times.
- Operated POS terminals to input orders, split bills and calculate totals.
- Ensured that all orders were taken correctly and in a timely manner.
- Demonstrated knowledge of menu items including ingredients and preparation methods for each dish offered on menu.
- Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
- Greeted customers, answered questions and recommended specials to increase profits.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Trained new employees on restaurant procedures and plating techniques.
- Prepared checks, itemizing total meal costs and taxes.
- Provided exceptional service to high volume of daily customers.
- Implemented sanitary food handling, holding and service protocols.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Office Manager/Administrative Assistant
Innovative Financial Group (John Hancock)
Atlanta, GA
02.2016 - 03.2017
- Responsible for maintaining office and supplies
- Provided support for customers regarding life insurance and financial planning
- Provided assistance with underwriting
- Gathered information needed for events to promote business
- Spoke with customers looking to purchase life insurance
- Handled current clients and their policies
- Assisted the President and Vice President with any needed items for appointment and events
- Used judgment and initiative in handling confidential matters and requests.
- Organized company events including holiday parties, team building activities .
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Maintained confidential records relating to personnel matters.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Kitchen Manager
Discovery Point Child Care Center
Alpharetta, GA
12.2012 - 05.2014
- Maintain menu for children ages 6 months-5 years old following strict state guidelines
- Prepared meals and snacks several times a day
- Responsible for ordering food items and maintaining kitchen standards
- Assist teachers as needed in classrooms
- Ensured compliance with all applicable local, state and federal laws governing food service operations.
- Reviewed vendor invoices for accuracy before authorizing payment transactions.
- Utilized various preparation and cooking methods to create menu items in accordance with recipes.
- Ensured compliance with health and safety regulations.
Corps Member, Capper and Food Point of Contact
AmeriCorps*National Civilian Community Corps
Denver, CO
05.2011 - 11.2012
- Completed over 1,700 hours to serve communities across the United States through projects in disaster relief, education, environment, and unmet human needs and public safety with a diverse group of 10 individuals
- Canvassed the community and spoke to diverse groups of people regarding the program
- Responsible for budgeting funds to feed groups of 10 or more
Front Wait Staff, Top Gun
Clyde's Restaurant Group
Washington, DC
Supervisor/ Assistant Manager
Mocha Hut/U Street Café
Washington, DC
- Customer Service
- Responsible for a staff of 5 employees per shift
- Opened and closed the store
- Counted the opening and closing registers
- Responsible for bank drops
- Served food
- Resolved customer complaints
- Handled food and product deliveries
- Prepared orders
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided feedback on employee performance reviews and disciplinary action when necessary.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer complaints promptly and professionally.
- Ensured compliance with all applicable laws and regulations related to retail operations.
- Developed and implemented strategies to increase sales and improve customer service standards.
- Performed daily opening and closing duties such as counting cash drawers and verifying deposits.
Miracles in Motion
Swisher, IA
- Company Overview: Swisher, IA
- Led physical therapy classes for children with physical and mental disabilities on horseback.
- Mentored at risk youth
- Maintained and cared for horses
- Swisher, IA
Habitat for Humanity
- Constructed homes for low-income families and led diverse groups of 10-100 volunteers at a time
Salvation Army of New Orleans
New Orleans, LA
- Worked as case managers' assistant, making phone calls, house visits, and setting appointments for families affected by Hurricane Katrina
Education
General Studies -
Montgomery College
Rockville, MD12.2011
Administration of Justice/Sociology -
Howard University
Washington, D.CSkills
- Microsoft Word
- Excel
- PowerPoint
- Internet research
- Communication skills
- Administrative office work
- Report creation
- Document preparation
- Data management
- Tax compliance
- Customer relationship management
- Project coordination
- Report analysis
- Conflict resolution
- Effective communication
- Problem resolution
- Attention to detail
- Time management
- Verbal communication
- Written communication
- Administrative support
- Telephone and email etiquette
- Cloud-based file management
- Multitasking and time management
- Organizational skills
- Customer relations
- Reliability
- Customer relations and communications
- Excel spreadsheets
- Social media
Timeline
Administrative Support Associate
Gwinnett County Departmebt of Transportation
05.2024 - Current
Account Manager
RTC Associates, LLC
08.2017 - Current
Office Manager/Administrative Assistant
Innovative Financial Group (John Hancock)
02.2016 - 03.2017
Front Wait Staff, Bartender, Shift Supervisor
Norsan Group
05.2013 - Current
Kitchen Manager
Discovery Point Child Care Center
12.2012 - 05.2014
Corps Member, Capper and Food Point of Contact
AmeriCorps*National Civilian Community Corps
05.2011 - 11.2012
Front Wait Staff, Top Gun
Clyde's Restaurant Group
Supervisor/ Assistant Manager
Mocha Hut/U Street Café
Miracles in Motion
Habitat for Humanity
Salvation Army of New Orleans
General Studies -
Montgomery College
Administration of Justice/Sociology -
Howard University