Ramona Pickett
Baltimore,MD
Summary
Results-driven professional with extensive experience in office management, accounting, and vendor negotiations. Proven ability to lead teams and support business operations while managing multiple priorities effectively. Recognized for delivering exceptional customer service and fostering collaboration among team members. Skilled in utilizing Excel for data analysis and reporting, enhancing operational efficiency.
Overview
41
41
years of professional experience
Work History
Office Administrator
Complete Wellness Inc
Baltimore, Md
10.2018 - Current
- Answering telephone calls, taking messages, and replying to emails
- Scheduling appointments and meetings, producing memos, and distributing mail
- Maintaining electronic and physical filing systems for over 9000 clients.
- Intake coordinator
- Train new administrative staff
- Billing and collections
- Managed daily office operations and maintained efficient workflow processes.
- Trained new employees on office procedures and software systems.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Supervised staff members, organized schedules and delegated tasks.
- Provided training to new hires on office policies and procedures.
- Developed and implemented office policies and procedures.
- Developed effective communication strategies between departments within the organization.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
Early Intervention Specialist
Kent Sussex Community Service
Georgetown, De
10.2017 - 10.2018
- Conduct active outreach to injection drug users (DU) and sexually active clients in areas where they are known to frequent
- Recruit individuals for HIV testing and counseling.
- Conduct confidential rapid HIV testing.
- Deliver and educate prevention messages to target audience.
- Promote IV drug testing and offer counseling for prevention of IV and other sexually transmitted diseases.
- Maintain accurate file and case notes.
- Attend training for cultural sensitivity as well as appropriate HIV training.
Library Assistant
Milford Public Library
Milford, DE
05.2012 - 10.2017
- Assisted patrons in locating books, periodicals, audio/visual materials, using computers, Internet and printer.
- Performs circulation duties of the library manning the desk and recording incoming and outgoing materials.
- Assist library patrons in use of library catalog and location of material in library.
- Assist in light maintenance of books and audio/Visual items and equipment.
- Participate in the selection and ordering process of catalogued materials (DVD's and CD's).
- Create and prepare monthly statistical reports used for monthly board meeting.
- Create and disseminate wooding reports used to discard and reorder materials.
- Supervised, created schedule, and evaluated performance of subordinates.
Center Manager
Advance America
Seaford, DE
05.2007 - 03.2010
- Review operating results of center daily, weekly and monthly to identify areas of opportunity for increased profits and decreased expenses.
- Ensures procedures outlining opening, closing, banking, collections, audits, local store marketing, and loss prevention procedures are followed daily.
- Responsible for recruiting, hiring, disciplining, evaluating, developing and terminating center staff.
- Ensure all required documentation is included in each customer's file.
- Recommend and sell products and services to meet customer's needs.
- Manage Incoming and outgoing calls in a professional, customer-oriented manner.
- Reduced potential write-offs by 140%-Feb 08.
- Acquired over 4k in write-off money during Jan-Mar 08.
- Acquired an Exception Free Delaware State Audit during January 2008.
Senior Customer Service Representative
Bank of America
New Castle, DE
10.2000 - 05.2007
- Acquired strong problem-solving abilities by following through with customer complaints and by meeting customers' expectations.
- Demonstrate the ability to adapt to organizational change while remaining enthusiastic.
- Attended multiple training sessions for Legacy Float conversion and Legacy MBNA merger.
- Responsible for handling the needs of our customers, banking centers, premier and private client managers.
- Executed strong organizational and time management skills.
- Obtained a credit audit average of 99.6%.
- Obtained most improved sales award and Top Balance Transfer Sales Performance during June 2005.
- Independently answers a variety of calls in reference to fees, payments, name/address changes, balance transfers, card replacement, CLI (credit limit increases), statement transactions, and joint ability.
- Effective in problem solving to de-escalate call situations.
- Handled complex customer calls in order to most satisfactorily resolve issues.
Military Personnel
Air Force, Air Force Reserve, Air National Guard
Dover AFB, Delaware
03.1985 - 03.2005
- Deployed to England March 2004 until August 2004 Operation Enduring Freedom.
- Supervised and performed personnel activities and functions.
- Advised all members (officers and enlisted) on military personnel issues and programs.
- Counseled members on re-enlistment opportunities and benefits.
- Audited and inspected personnel records for data sufficiency.
- Administered actions relating to unit members mobilization or demobilization processing as required by appropriate authorities.
- Developed checklists to ensure members met deployment requirements prior to deploying and for members returning from overseas to ensure requirements were met and taken care of in a timely fashion.
- Handled processing of partial mobilization orders for mobilization, demobilization or travel.
- Prepared DD Form 214's for members who were mobilized.
- Helped organize excel spreadsheets for work centers to 'at a glance' confirm a member's mobilization status.
- Conducted briefings for commanders and unit members.
- Compiled data for statistics relating to deployment, mobilization and demobilization.
- Aided Retention Office Manager on career progression.
- Interviewed members to ensure qualifications were met for positions interested.
- Advised members on official and personal obligations incident to retraining.
- Helped commanders develop career information and motivation programs and provided reports and statistics.
- Ensured compliance was met in personnel policies directives and military procedures.
- Single-handedly designed continuity books for three departments...Separations, Conditional releases and retirements.
- Created flow charts for several sections of Military Personnel Flight which aided in our Quality Air Force Assessment Inspection 'Outstanding' rating.
- Responsible for accountability of documents, equipment or any classified information.
- Calculated service dates for preparation of NGO Form 22's and DD Form 214's.
- Advised supervisors and commanders on proper procedures and provided guidance and documentation to prepare correspondence.
- Coordinated with legal office to ensure timely processing of all administrative discharge packages.
Education
Masters - Health Administration
University of Phoenix
Phoenix, AZ06.2021
Bachelor of Science - Psychology
University of Phoenix
Phoenix, AZ01.2019
Skills
- Office management
- Document preparation
- File organization
- Spreadsheet development
- Microsoft expertise
- Scheduling appointments
- Customer relationship management
- Customer engagement
- Billing oversight
- Performance improvement
- Teamwork and collaboration
- Handling complaints
References
Available upon request
Timeline
Office Administrator
Complete Wellness Inc
10.2018 - Current
Early Intervention Specialist
Kent Sussex Community Service
10.2017 - 10.2018
Library Assistant
Milford Public Library
05.2012 - 10.2017
Center Manager
Advance America
05.2007 - 03.2010
Senior Customer Service Representative
Bank of America
10.2000 - 05.2007
Military Personnel
Air Force, Air Force Reserve, Air National Guard
03.1985 - 03.2005
Masters - Health Administration
University of Phoenix
Bachelor of Science - Psychology
University of Phoenix