TIERRA SHARONNE LISBON
7605 HILLENDALE RD, APT A, PARKVILLE,MD
Summary
Accomplished Administrator and long-term state employee, adept in staff management and office administration, highly successful at motivating teams and significantly enhanced employee productivity and customer satisfaction. Analytical problem solver and persuasive communicator with talent for thinking outside the box for creative solutions.
Overview
20
20
years of professional experience
Work History
Administrator II (Unit Manager)
Maryland State Retirement Agency
09.2019 - Current
- Supervise, manage, and control the daily operations of the Death Benefits/Refunds Units which consists of a staff of 10 employees.
- Handle sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Organize workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provide exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Supervise administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Improve employee productivity with effective time management strategies and suggestions for daily tasks.
- Troubleshoot employee concerns and recommended corrective actions to resolve issues.
- Perform employee evaluations for optimal team performance.
- Streamline office operations by implementing efficient administrative systems and procedures.
- Develop comprehensive training "cheat sheets" for new hires, ensuring they were equipped with the necessary skills to succeed in their roles.
Administrative Specialist II
Maryland State Retirement Agency
11.2013 - 09.2019
- Worked in the Death Benefits Unit and served as the primary point of contact for families of deceased state employees and retirees.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Created and updated records and files to maintain document compliance.
- Daily creation and update of deceased retiree payment folders.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
- Expedited project completion times by effectively prioritizing tasks based on deadlines and resource availability.
- Sorted, opened, and routed mail and deliveries to the appropriate department.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Handled incoming and outgoing mail for our unit.
- Answered incoming calls through the Interactive Voice Response System and resolved customer concerns efficiently to promote satisfaction.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
Office Secretary II
Maryland State Department Of Education
10.2007 - 11.2013
- Provided administrative support to five education program specialists and served as the procurement specialist for the unit responsible for maintaining master program and grant management files.
- Drafted Request for Proposals (RFPs) annually to allow interested tutoring companies to apply for our Supplemental Educational Services program.
- Responded to telephone inquiries and incoming mail from interested parties seeking information on our tutoring program.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Organized and executed 3-5 pre-proposal meetings per year and handling the logistics of the meetings by gathering contact info for interested parties, mailing and emailing invitations, tracking RSVPs, drafting the agenda, finding a caterer, finding a venue, coordinate audio visual equipment, booking guest speakers and hosting the events.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Office Services Clerk
Maryland State Department Of Health
08.2004 - 10.2007
- Received and processed approximately 50 applications daily which including verifying completeness and accuracy. Used FMIS software to verify eligibility for the medical assistance program.
- Processed 150 payments daily for current members of the medical assistant program who had to pay their monthly premium.
- Maintained accurate records of purchase orders for bids, supplies, and travel.
- Distributed incoming mail from shipments, couriers and postal delivery to four departments within organization.
- Managed front desk area by welcoming and greeting visitors and responding to in-person requests.
- Used scanner to scan important documents into computer system.
- Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel.
- Trained new employees and assigned and reviewed their work.
Education
Bachelor of Science - Information Science And Systems
Morgan State University
Baltimore, MDBachelor of Science - Business Administration/Human Resource Management
University of Maryland Global Campus
Adelphi, MD12.2024
Skills
- Customer Satisfaction
- Decision-Making
- Team Building and Leadership
- Documentation And Reporting
- Staff Management
- Meeting facilitation
- Data Confidentiality
- Performance Improvement
- Executive Support
- Attention to Detail
- Recordkeeping and File Management
- Office Administration
Timeline
Administrator II (Unit Manager)
Maryland State Retirement Agency
09.2019 - Current
Administrative Specialist II
Maryland State Retirement Agency
11.2013 - 09.2019
Office Secretary II
Maryland State Department Of Education
10.2007 - 11.2013
Office Services Clerk
Maryland State Department Of Health
08.2004 - 10.2007
Bachelor of Science - Information Science And Systems
Morgan State University
Bachelor of Science - Business Administration/Human Resource Management
University of Maryland Global Campus
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