Sonya Wilcox

As a Litigation Assistant in the Tax Division, I supported twenty or more trial attorneys with various responsibilities aimed at efficiently managing cases related to Internal Revenue laws. My key functions include:

• Supported attorneys in their professional development by providing valuable feedback on legal research and writing techniques, as well as offering guidance on case strategy.
• Collaborated with paralegals to efficiently manage caseloads, delegating tasks appropriately and ensuring timely completion of assignments.
• Streamlined document production processes by implementing new software solutions to automate routine tasks.
• Demonstrated professionalism and poise under pressure during high-stress situations, reflecting positively on the division's image.
• Reduced time spent on administrative tasks for attorneys through proficient use of office technology systems such as e-filing platforms or legal billing software.
• Maintained strict confidentiality, protecting sensitive client information as required by legal ethics and regulations.
• Handled office scheduling and made notes for deadlines, motions, and other important dates.
• Handled billing tasks efficiently and accurately, ensuring smooth financial operations for the legal team.
• Managed high-volume workload while maintaining strict attention to detail on every task such as drafting pleadings or summarizing depositions accurately.
• Reduced errors in court filings by meticulously proofreading documents for accuracy before submission.
• Enhanced office productivity by implementing efficient document management systems for easy retrieval and storage.
• Drafted accurate and persuasive legal correspondence, contributing to successful negotiations and settlements.
• Streamlined administrative processes for better efficiency in handling caseloads, reducing paperwork backlog, and ensuring timely completion of tasks.
• Streamlined office operations and reduced retrieval time by implementing efficient filing system for both physical and digital records.
• Conducted comprehensive legal research using various resources such as online databases, law libraries, or government agencies to support case strategies effectively.
• Maintained up-to-date knowledge of legal developments and changes in law, ensuring firm's practices remained compliant and effective.
• Drafted legal documents, including pleadings and motions, to support attorneys in various cases.
• Contributed to positive work environment by offering comprehensive support to attorneys and staff, including document management and meeting coordination.

Through these varied tasks, I ensure the attorneys receive the necessary support to effectively handled litigation matters within the Tax Division.

In my role as a Secretary (OA) supporting the Provost Marshal at Walter Reed Army Medical Center (WRAMC), I provided vital technical and administrative assistance, focusing on the planning, coordination, and monitoring of all administrative support activities. Key responsibilities included:

• Administrative Policy Implementation: Developed and enforced administrative policies and procedures related to the police force, thereby enhancing operational efficiency and service delivery.
• Office Support Management: Managed the reception and distribution of materials, maintained documents and action controls, and established comprehensive filing systems for records, resources, and reference materials. Responsible for maintaining an activity calendar and ensuring adequate office supplies were stocked.
• Timekeeping Duties: Oversaw the accurate maintenance of time cards and leave slips, ensuring timely processing and compliance with relevant policies.
• Correspondence Management: Reviewed incoming correspondence, publications, regulations, and directives to assess relevance to the organization. Took initiative to act on pertinent items and sought clarification when necessary.
• Onboarding Support: Assembled personnel background materials for new employees for the supervisor's use, aiding in performance appraisals and monitoring disciplinary status.
• Reporting and Data Management: Prepared various reports, including statistical, graphic, and narrative summaries of program activities, using data extracted from office records and personnel folders via spreadsheets and Microsoft Office software.
• Office Management: Organized and maintained office files and records, and procured necessary office supplies and equipment to support operational needs.
• Communication Liaison: Served as a point of contact for visitors and phone inquiries to the Provost Marshal's Office. Assessed the nature of calls and visits to address concerns directly or redirect them accordingly.
• Staff Guidance and Liaison: Acted as a buffer and liaison between the supervisor and staff, providing timely advice on procedures and requirements to ensure compliance with directives and policies.
• Action Tracking: Maintained control records on incoming correspondence and action items, diligently following up to ensure timely responses and completion of tasks.

Through these varied responsibilities, I supported a cohesive office environment and ensured the efficient functioning of administrative operations within the Provost Marshal's Office.

As an Administrative Assistant in the Provost Marshal Office, I provided essential support to ensure the efficient operation of the office. My key responsibilities included:

• Office Coordination: Facilitated daily office activities, including managing calls, scheduling appointments, and directing visitors to the appropriate personnel.
• Served as a liaison between department heads, facilitating efficient communication and collaboration on interdepartmental projects.
• Handled incoming calls and correspondence with professionalism, ensuring timely response and accurate routing to appropriate personnel.
• Answered multi-line phone system and enthusiastically greeted callers.
• Document Preparation: Created and edited correspondence, reports, and other documents to ensure clarity, accuracy, and adherence to organizational standards.
• Transcribed and organized information to assist in preparing speeches and presentations.
• File Management: Organized and maintained physical and digital filing systems for easy retrieval of documents and records, ensuring compliance with privacy and security regulations.
• Meeting Support: Coordinated meetings by preparing agendas, taking minutes, and following up on action items to ensure all tasks are completed in a timely manner.
• Data Entry and Management: Inputted data into various databases and tracking systems, maintaining accurate records of office activities and transactions.
• Maintained daily report documents, memos and invoices.
• Communication Facilitation: Served as the point of contact for internal and external communications, fostering effective information flow between the office and stakeholders.
• Provided exceptional customer service to clients visiting the office, creating a welcoming environment that reflected positively on the organization.
• Supply Management: Monitored and ordered office supplies, ensuring that the office is adequately stocked for daily operations.
• Assisted with Budgeting: Supporting budget preparation and monitoring by compiling relevant data and processing purchase requests when needed.
• Event Planning: Assisted in the planning and organization of events and training sessions, including logistics such as venue selection and material preparation.
• Managed high-priority projects for executives, ensuring timely completion within budget constraints.
• Maintained strict confidentiality while handling sensitive information, preserving company integrity and reputation.
• From December 27, 2003, until May 2, 2004, when I was promoted, my duties encompassed responsibilities from both the Secretary (OA) GS-0318-5 and GS-0318-7 positions. I served as the Administrative Assistant for the Operations Office, as well as the Lead Secretary to the Chief Provost Marshal at Walter Reed Army Medical Center (WRAMC), and acted as the Master Time Keeper.

By performing these varied tasks, I contributed to the overall efficiency and productivity of the Provost Marshal Office, helping to maintain a professional and organized work environment.

As an IT Technical Support Specialist, my role involves providing comprehensive technical support and ensuring the smooth operation of IT systems within a government setting. Key responsibilities included:

• User Support and Troubleshooting: Offering technical assistance to end-users via various channels (phone, email, and in-person) to resolve hardware, software, and network issues promptly and effectively.
• System Maintenance: Performing regular maintenance on IT systems, including updates, patches, and upgrades to ensure optimal performance and security.
• Installation and Configuration: Setting up, configuring, and deploying new hardware and software for users, ensuring all systems are properly integrated and functioning.
• Network Administration: Assisting in monitoring and maintaining network infrastructure, including switches, routers, and firewalls to support reliable connectivity and data security.
• Documentation and Reporting: Maintaining accurate records of support requests, resolutions, and equipment inventory. Generating reports on common issues to identify trends and improve service delivery.
• Training and Guidance: Providing training sessions and informational resources to help users understand software applications, systems, and best practices for IT security and efficiency.
• Collaboration with IT Teams: Working closely with other IT staff to identify and implement solutions for complex technical issues and to facilitate infrastructure improvements.
• Security Compliance: Ensuring compliance with federal IT security requirements and guidelines, including maintaining user access controls and conducting security audits as necessary.
• Help Desk Management: Overseeing help desk operations, prioritizing requests, and managing ticketing systems to ensure timely resolution and customer satisfaction.
• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Walked individuals through basic troubleshooting tasks.
• Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Tracked computer equipment, peripherals and network servers via master documentation in Excel.
• Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Served as a subject matter expert within the team for specific technologies or products, sharing knowledge with colleagues when needed.
• Patched software and installed new versions to eliminate security problems and protect data.
• Installed, configured and maintained computer systems and network connections.
• Created user accounts and assigned permissions.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.

Through these responsibilities, I ensured that IT services are delivered efficiently, supporting the mission and operations of the agency effectively.

As a Legal Administrative Assistant with IT support responsibilities at a law firm focused on lobbyist activities, my role was essential in ensuring both administrative efficiency and technological support. This dual-function position allowed me to assist legal professionals while also managing IT needs unique to the firm's operations. My duties included the following:

Administrative Support:

• Assisted attorney's and partner's in preparing legal documents, including briefs, memos, and correspondence related to lobbying efforts.
• Cultivated a professional office environment by managing reception duties, greeting clients, and fielding phone calls.
• Maintained the comprehensive filing systems, ensuring that all documents are organized and accessible for legal and compliance purposes.
• Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
• Managed calendars, schedule appointments, and coordinate meetings for attorneys, particularly those dealing with clients, government officials, and advocacy groups.
• Transcribed information from typed or handwritten notes, shorthand or dictation and confirmed accuracy and correct formatting of documents.

Research and Compliance:

• Conducted research on legislative issues and regulatory changes impacting clients’ interests and provide summaries for attorneys.
• Ensured compliance with federal and state lobbying regulations and maintain accurate records of lobbying activities and expenditures.
• Improved office efficiency through the implementation of administrative systems for tracking deadlines, tasks, and priorities.

IT Support:

• Provided technical assistance, troubleshooting any issues with office equipment, computers, and software applications.
• Maintained the law firm's digital filing storage system, ensuring data security and easy access for authorized personnel.
• Implemented and supported software solutions that enhance case management and client interaction, focusing on tools tailored for the legal field.

Communication:

• Acted as a liaison between attorneys and clients, providing timely updates on legal matters and responding to inquiries.
• Facilitated communication within the firm related to project statuses and upcoming deadlines.
• Facilitated clear communication between clients and attorneys by acting as a liaison to ensure all parties were informed of updates or changes.

Event Coordination:

• Assist in organizing events, seminars, and meetings related to lobbying efforts, including arranging venues and managing guest lists.
• Communicated professionally with clients, colleagues and legal partnership verbally and in writing.

Quality Control:

• Review and proofread all outgoing documents for clarity and accuracy, ensuring professionalism in all firm communications.
• Provided litigation support during trials assisting attorneys in organizing exhibits and preparing witness testimonies resulting in stronger cases presented.
• Supported multiple attorneys simultaneously by efficiently prioritizing tasks according to urgency or deadline requirements.
• Arranged for delivery of legal correspondence to clients, witnesses, and court officials.
• Prepared and processed invoices for attorney billing.
• Followed all company policies and procedures to deliver quality work.
• Negotiated with suppliers to reduce material costs, improving profit margins.
• Developed positive rapport with opposing counsel assistants promoting collaboration during discovery process leading to smoother negotiations.
• Increased efficiency in handling confidential information with discretion while maintaining strict adherence to professional ethics standards.
• Managed complex calendars for multiple attorneys including trial dates, hearings, depositions, meetings, conferences ensuring no conflicts arise.

In this role, I played a crucial part in the law firm’s operations by combining administrative excellence with IT support, allowing legal professionals to focus on advocating for their clients’ interests in the lobbying sphere. My contributions help streamline workflow, maintain compliance, and enhance overall productivity within the firm.

In my role as a Sales Store Checker for the Federal Government, I ensured the effective operation of sales transactions, inventory management, and customer service. My main responsibilities included:

• Customer Interaction: Assisted customers with purchases by providing information about products, processing transactions accurately, and addressing any inquiries or concerns to enhance their shopping experience.
• Inventory Management: Monitored stock levels, conducting regular inventory checks, and ensuring the accurate recording of inventory adjustments to maintain optimal stock levels and prevent shortages.
• Sales Processing: Operated point-of-sale systems to process cash and credit transactions efficiently while maintaining the highest level of accuracy in recording sales and handling money.
• Store Organization: Kept the sales floor organized and presentable, including restocking shelves, setting up displays, and ensuring that all products are correctly labeled and priced.
• Compliance and Security: Adhered to all safety and procedural guidelines to create a secure shopping environment for customers and safeguard against theft or loss.
• Reporting: Prepared daily sales reports and inventory status updates to assist management in making informed decisions regarding stock levels and product ordering.
• Team Collaboration: Worked closely with other staff members to ensure smooth store operations and uphold a standard of exceptional customer service at all times.

Through these responsibilities, I contributed to the overall success of the store and enhanced the shopping experience for customers while maintaining a smooth operational flow.

• Drove team revenue totals by bringing in top sales numbers.
• Enhanced dealership reputation by consistently delivering exceptional customer service and building lasting relationships.
• Demonstrated flexibility in adapting to changing customer needs and preferences, ensuring a tailored sales approach for each individual.
• Generated new leads through strategic networking at local events, fostering connections within the community.
• Collaborated with the finance department to secure desirable financing options for customers, ensuring a seamless purchase experience.
• Developed strong rapport with clients through effective communication and active listening skills.
• Performed inspection and prepared pre-owned cars prior to releasing to inventory.
• Provided ongoing support to clients after purchase completion, addressing concerns or questions to maintain satisfaction levels.
• Conducted comprehensive vehicle presentations to educate potential buyers on key features, benefits, and specifications.
• Greeted customers upon arrival to dealership and engaged in conversation to uncover specific purchasing needs and budget.
• Answered telephone and email inquiries from potential customers.
• Negotiated purchase prices and explained sales, warranty, and optional products.
• Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
• Responded to customer enquiries via telephone and email.
• Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
• Greeted customers on lot and in showroom to answer questions about brand and available inventory.
• Provided exceptional services and pleasant shopping experiences to retail customers.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Used in-store system to locate inventory and place special orders for customers.
• Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
• Increased customer satisfaction by providing personalized assistance and tailored vehicle recommendations.
• Streamlined the sales process for efficiency, reducing time spent on administrative tasks.
• Resolved customer concerns promptly, ensuring their overall satisfaction throughout the purchasing process.
• Maintained up-to-date knowledge of inventory, including features, specifications, and pricing.
• Enhanced dealership reputation by delivering exceptional customer service experiences.
• Leveraged CRM tools to manage client interactions and follow-ups effectively.
• Boosted sales revenue through effective negotiation and closing tactics.
• Collaborated with team members to develop innovative sales approaches, improving overall performance.
• Improved profit margins by negotiating favorable terms with suppliers and vendors.
• Negotiated prices and financing options with clients to close deals successfully.
• Exceeded monthly sales quotas consistently through effective prospecting and lead follow-up strategies.
• Ensured ongoing compliance with federal regulations regarding vehicle sales procedures, avoiding potential legal issues.
• Stayed up-to-date on industry trends and product knowledge, becoming a trusted resource for customers.
• Resolved customer complaints professionally, maintaining a positive reputation within the community.
• Participated in regular sales training sessions, consistently improving skills and knowledge base.
• Conducted thorough vehicle walk-arounds to showcase features and benefits, leading to informed purchasing decisions.
• Maintained detailed records of customer interactions and transactions for accurate reporting purposes.

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities seven days a week.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Increased sales revenue by developing and implementing effective sales strategies.
• Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Built long-lasting client relationships through excellent customer service and consistent followups.
• Led a successful sales team by providing motivational coaching and performance-based incentives.
• Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
• Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
• Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
• Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
• Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
• Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
• Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
• Enhanced sales team morale and cohesion, organizing team-building activities and maintaining open communication channels.
• Boosted customer retention rates, establishing robust follow-up system and personalizing client interactions.
• Drove regional sales growth, implementing innovative marketing strategies and cultivating key partnerships.
• Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
• Enhanced team performance with comprehensive training sessions, focusing on product knowledge and sales techniques.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
• Monitored employee progress throughout training programs using various assessment tools; identified areas for improvement and provided additional support as needed.
• Rotated merchandise and displays to feature new products and promotions.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
• Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
• Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Walked through store areas to identify and proactively resolve issues negatively impacting operations.
• Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Created and maintained safe and secure work environments for employees.
• Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
• Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.
• Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
• Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
• Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
• Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
• Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
• Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Reported issues to higher management with great detail.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Supervised guests at front counter, answering questions regarding products.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Maintained up-to-date knowledge of industry trends and best practices, incorporating new ideas into existing curriculum when appropriate.