Shirley Armstrong
Rochester,NY
Summary
Dedicated, meticulous and systematic administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Bringing detail-oriented and decisive nature with sound judgment, good multitasking abilities and self-motivated nature.
Overview
42
42
years of professional experience
Work History
Secretary IV
URMC
10.2021 - Current
- With minimum direction and considerable latitude for independent judgment, performs routine and non-routine duties, requiring highly advanced secretarial skills and proficiency for Psychiatry Social Work Associate Director. Is responsible for considerable Departmental administrative details and duties requiring extensive experience with policies, procedures, and practices of University, Division of Social Work, and Department of Psychiatry. Has frequent contacts with Director, faculty members, staff, and other administrative staff. Is responsible for assignments and review of day-to-day clerical operations.
- Maintains confidential Division and Department personnel and budgeting information for Social Work, including salary, documents, performance evaluations, etc; Compiles information for publications, Social Work Annual Reports, and correspondence; Assembles information for and assists in preparation of budget requests, including Capital Budget and Operating Budget for Social Work in Psychiatry and Psychiatric Social Work Faculty Practice. This involves determining office equipment and software needs to meet demands of office; Assists in preparation for Division and Departmental courses, seminars, and in-services for Social Work in Psychiatry. If needed, assistance is provided for planning new training programs; Maintains and updates policy and procedures for Division and Department. Keep Psychiatry Social Work Associate Director appraised of changes in policies and assists in monitoring compliance. Works with Psychiatry Social Work Associate Director to identify policy needs of Social Work; Serves as recording secretary at key Division staff meetings, prepares and distributes minutes, and assists in arranging for administrative meetings and seminars, prepares and distributes agendas, and reserves rooms; Composes, types and signs correspondence; When needed, provide backup for other Administrative staff in Social Work and Care Management reception desks.
Quality Control Administrator
Maximus
10.2016 - 10.2020
- Quality Control Administrator is responsible for ensuring that correct information is given to Marketplace individual consumers by listening to and evaluating 25 phone calls each day between CSS III and consumer; ensuring that information was derived from correct and current work instruction; Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems; Meet Quality Assurance (QA) and other key performance metrics; Perform other duties as assigned by management.
Consumer Service Specialist III
Maximus
10.2016 - 10.2020
- Consumer Services Specialist (CSS) III is responsible for answering inquiries from Marketplace individual consumers including but not limited to general information as well as assisting individuals and families in applying for health care coverage through Marketplace ranging from 25 - 50 calls per day;
- Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems;
- Meet Quality Assurance (QA) and other key performance metrics; Perform other duties as assigned by management.
Customer Service Representative
Xerox LLC
11.2012 - 09.2016
- Wireless Customer Care Support Agent in call center environment supporting customer's with their wireless accounts and devices to enhance each customer's experience
- Responsibilities included following: Ability to navigate through multiple computer applications with speed and accuracy; Ability to work with customers to resolve billing inquiries; provide troubleshooting assistance to customers with technical issues on their wireless device;
- Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals; Maintain high level of world class customer service/professionalism to wide range of customers;
- Recommend products that best suit customer's wireless requirement; Ability to read and interpret documents such as procedure manuals, work instructions and software manuals.
Internship
Minority Reporter
02.2012 - 04.2012
- Assisting Creative Designer with number of projects, which included: brainstorming and developing media kit; design and develop ads for one of their three publications using InDesign and Photoshop.
Professional Administrative Assistant
Eastman Kodak Co.
05.1982 - 06.2009
- Provided comprehensive administrative support
- Prepared monthly billing, production reporting, month-end closing statements and other monthly reports
- Prepared office correspondence, maintained office supplies inventory, sorted and distributed mail, managed and coordinated records, managed ISO System, managed training documentation
- Customer service.
Clerical Assistant
Eastman Kodak Co.
- Supported multiple managers and areas including: Unit Director, AOP Coordinator, R&D, and WW Purchasing, composed monthly statistical report, setup EDI trading partners, maintained vendor maintenance agreements, interfaced with corporate Gateway; oriented new personnel, coordinated travel arrangements, including air fare, hotel and car rental, business meetings and on-site investigations; supported cataloging and planning functions for materials management /commodity purchases.
Education
A.A.S. - Graphic Design
Bryant & Stratton College
Henrietta, NY06.2012
A.O.S. - Legal Secretarial Science
Rochester Business Institute (Everest College)
08.1974
Skills
- Supply Ordering and Requisition Processing
- Schedule Management
- Office Administration
- Organization
- Customer Service
- Complex Problem-Solving
- Appointment Scheduling
- Meeting Support and Coordination
- Verbal and Written Communication
- Confidentiality Understanding
- Prioritization and Time Management
Related Courses And Skills
- Adobe Photoshop CS5
- Adobe Illustrator CS5
- Adobe InDesign CS5
- Graphic Design I and II
- Page Layout
- Imaging Technology
- Critical Thinking
- MS Office Suite
- Word
- Excel
- PowerPoint
- Publisher
- SAP
- PV Suite
- ISO 9000 System Management
- PrintShop
Community Service
Meals on Wheels, Rochester, NY, 06/2005, 06/2012, Delivered meals to the elderly and disabled.
Timeline
Secretary IV
URMC
10.2021 - Current
Quality Control Administrator
Maximus
10.2016 - 10.2020
Consumer Service Specialist III
Maximus
10.2016 - 10.2020
Customer Service Representative
Xerox LLC
11.2012 - 09.2016
Internship
Minority Reporter
02.2012 - 04.2012
Professional Administrative Assistant
Eastman Kodak Co.
05.1982 - 06.2009
Clerical Assistant
Eastman Kodak Co.
A.A.S. - Graphic Design
Bryant & Stratton College
A.O.S. - Legal Secretarial Science
Rochester Business Institute (Everest College)
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