Sara Engelman
Executive
Springfield,Illinois
Summary
An analytic thorough multi-tasking researcher, enthusiastic rapport builder; effective in building productive working relationships at all levels based on personal warmth, commonality, and trust. Poised, fluent communicator and presenter. Creative problem solver with a keen understanding of how decisions and actions will impact others, negotiating conflict and facilitating agreement. Driven and resourceful administrative professional with seven+ years of experience assisting with work of high-achieving executives. Track record supporting professional needs with well-organized precision. Successfully manages high-volume workloads in rapidly changing environments.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
Work History
Executive Assistant
Illinois Department of Transportation
02.2017 - Current
- Guide and aid and actively listen to Director and provide constructive feedback to assist with multitude of scenarios not limited to personnel issues, advice on projects, travel, hiring.
- Prepare and review written correspondence for director and Secretary of Transportation for signature by utilizing Microsoft Word, excel, PowerPoint, SharePoint, Microsoft Teams, data tracking software (HST, CTR) and Web
- Project manager.
- Communicate to directors orally and electronically.
- Coordinate and schedule meetings within and outside of organization, through Microsoft Outlook, WebEx, Zoom.
- Liaison/Point of contact for IDOT employees, agency officials, and public.
- Prepare Excel Spreadsheets and reports.
- Create and edit Power-Point presentations.
- Draft agendas and prepare follow up notes for meetings.
- Travel Coordinator/scheduler.
- Monitor and review, reconcile and file time keeping and personnel documents.
- Reviewed, reconciled, filed and processed timekeeping documents for a bureau of 50+
- File and retain and archive documents.
- Process and prepare confidential/sensitive information for review and signature.
- Review letters and documents submitted for Director(s) signature and or approval
- Review payroll and overtime, leave/vacation time requests, shift change requests documents to submit to human resources prior to Director signature
- Conduct onboarding of new employees in Secretary of Transportation’s office
- Train Executive Secretaries and Office Coordinators
- Lead contact and planner for Annual Office Retreat
- Plan and Smartsheet's and WebEx IT connectivity training
- Order supplies for everyday use as well as special occasion conference items
- Log and route agreements, letters, memos throughout IDOT for signature and approval.
- Prepare travel reimbursement.
- Research
- Train and share important information with 4 Executive Secretaries, when new protocol occurs or when important information needs to be shared within their bureau.
- Lead Contact for GPSI (Graduate Public Service Internship) and Michael Curry Interns
- Responsible for selecting, contacting and interviewing our seasonal interns, which include 2 summer sessions and a fall session
- Supervisor for Michael Curry Intern Represent department at Job Fairs and public events and public events to promote diversity and inclusion and recruiter for HCCTP program.
- Interviewed 6 candidates for Chief of Staff intern, July 2019.
- Conducted research and analyzed data to provide detailed reports on various business topics
- Handled confidential and sensitive information with discretion and tact
- Screened calls and emails and responded accordingly to support executive correspondence
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Updated spreadsheets and created presentations to support executives and boost team productivity
- Coordinated events and worked on ad hoc projects
- Streamlined operations and prioritized tasks, allowing senior staff to increase productivity
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations
- Upheld strict timetables by maintaining accurate, balanced calendars
- Filed paperwork and organized computer-based information
Insurance Processor
Horace Mann Insurance
07.2015 - 02.2017
- Administered customer service in required call center environment Met or exceeded 110 call quota each day.
- Processed Payments for auto and home insurance
- Dispersed and processed annuity withdrawals
- Served and assisted with auto home and annuity insurance questions via phone and email/chat
- Updated personal information and insurance preferences
- Gathered information to provide superior service
- Researched questionable scenarios
- Navigated through multiple computer software programs: Mainframe, Point of Entry, Internet Explorer, Word, and Excel
- Provided auto and home quotes
- Emailed and or mailed insurance information when requested
- Prepared written correspondence when requested
- Logged questions and follow-up work on excel spread sheet
- Coordinated Follow up calls between agent and insured
- Administered new vehicles to insurance policies and suggested coverage bases on the insured needs and wants
- Conducted full household reviews on auto and home policies to ensure adequate coverage was provided and suggested additional options such as life and annuity insurance
- Retained Confidential information such as social security numbers, bank account information and other important identity information
- Securely disposed of when no longer needed
- Monitored files when additional information was required for processing
- Attended staff meetings, Advised/suggested best coverage options.
- Verified client information by analyzing existing evidence on file
- Calculated and issued policyholders' premiums, refunds and adjustments
- Observed strict procedures to protect sensitive patient information, medical records, and payment data
- Executed calls, sent emails and employed other channels to communicate with existing and prospective clients
- Collaborated with policyholders, team members and insurance agents to modify, update and process policies
- Gathered insurance documents to answer questions and exchange information with co-workers and management
- Posted payments to accounts and maintained records
- Conducted data entry and recordkeeping to maintain client information
- Inputted and communicated notice of cancellations, non-renewals and reinstatements to maintain accurate policy records
- Modified, updated and processed existing policies
Teller Supervisor
United Community Bank
07.2014 - 07.2015
- Supervised 7 bank tellers.
- Assist with onboarding new teller upon hire.
- Trained tellers and helped achieve sales goals.
- Assisted tellers in solving complex banking problems.
- Prepared Bi-weekly schedule based on need and availability.
- Balanced and audited bank vault daily
- Prepared and completed excel spreadsheets and logs.
- Performed random bank audits to ensure compliance and security of funds.
- Balanced and audited 2 off site ATMs.
- (Automated Teller Machine)
- Ensured that all bank tellers were aware and trained concerning bank safety practices.
- Improved morale and created efficient break schedule.
- Conducted monthly team meetings.
Customer Service Associate
Sears Holding Corporation / Kmart
09.2011 - 07.2014
- Provided superior customer service
- Responded to telephone inquiries by providing quality service to customers and associates
- Strived for quick complaint resolution
- Performed daily department tasks including: stocking, creating merchandise displays, re-merchandising, pricing, markdowns, inventory control and processing transactions
- Built rapport with customers by asking probing questions and utilizing effective listening skills
- Trained new employees on basic customer service techniques and procedures
- Motivated co-workers by promoting teamwork and encouraging optimism
- Organized stock room as needed.
Teller/Account Services Assistant/Switchboard Operator
Community Bank
02.2007 - 02.2010
- Provided friendly attentive customer service in accord with banking rules and strict internal SOP's
- Processed deposits, withdrawals payments and input into multiple data base programs including mainframe
- Balanced/reconciled daily teller till and ATM transactions
- Researched client accounts and resolved reconciliation issues as needed
- Made copies, mailed banking information requests as requested Promoted banking products
- Processed money order requests, travelers checks and cashier checks
- Referred clients to other departments for additional products and services
- Answered banking questions, via email, telephone, in person
- Balanced vault and prepared daily activity reports by utilizing Microsoft suite
- Excel, Word
- Soothed irate customers attempting questionable or unauthorized banking transactions by educating on banking regulations and safety security policies
- Trained junior tellers, shared best practice customer service
- Earned annual raises based on reliable accuracy and productivity
- Avoided potential risk to life and property by following mandated procedures during bank robbery
- Executed wire transfer orders, routed phone call to 6 branches, collected and balanced commercial tax deposits
- Held personal discretion to settle/corrected disputed customer transactions
- Scanned and reviewed mortgage documents
- Ordered and maintained supply inventory for 6 bank branches
- Performed additional forms as reports as requested by utilizing Microsoft Word
- Prepared letters and scheduled meetings for Operations Manager and executive board members.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Processed customer transactions promptly, minimizing wait times
- Educated customers on use of banking website and mobile apps
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service
- Identified sales opportunities and referred customers to branch partners in financial services
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions
- Assisted with training of new tellers on policies and procedures
- Monitored and reported suspicious activity in line with bank security policies
- Followed up on customer complaints and provided solutions to enhance customer satisfaction
- Maintained accurate records of customer transactions in line with bank procedures
- Disbursed cash and checks accurately while maintaining security of cash drawers
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers
Education
BS, Business Administration; Management and Organizational Behavior -
Benedictine University
Springfield,IL 01.2012 - 01.2014
University of Illinois
Springfield, IL. 01.2011 - 05.2011
Mississippi Gulf Coast Community College
Gulfport, MS 01.2007 - 05.2009
Lincoln Land Community College
Springfield,IL 01.2003 - 01.2006
Skills
Expense Reporting
Business Administration
Report Writing
Office Management
Invoice Processing
Database Management
Project Oversight
Spreadsheet Tracking
Project Management
Proofreading
Task Delegation
Conference Planning
Policy Enforcement
Training
- Excel Level 2
- Word 2016
- Rapid Results ½ day training Provided by IDOT
- One Day Administrative Professionals Seminar, 2018
- One day training Small Business Enterprise certification 2019
- Microsoft Teams Training 2022
Timeline
Executive Assistant
Illinois Department of Transportation
02.2017 - Current
Insurance Processor
Horace Mann Insurance
07.2015 - 02.2017
Teller Supervisor
United Community Bank
07.2014 - 07.2015
BS, Business Administration; Management and Organizational Behavior -
Benedictine University
01.2012 - 01.2014
Customer Service Associate
Sears Holding Corporation / Kmart
09.2011 - 07.2014
University of Illinois
01.2011 - 05.2011
Teller/Account Services Assistant/Switchboard Operator
Community Bank
02.2007 - 02.2010
Mississippi Gulf Coast Community College
01.2007 - 05.2009
Lincoln Land Community College
01.2003 - 01.2006