Dedicated administrative professional with excellent experience in customer service. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player recognized for effective communication and organization skills.
Hi, I’m
ZANTERIA WELLS
Sr Administrative Professional
Hampton,VA
Summary
Overview
10
years of professional experience
7
years of post-secondary education
Work History
Newport News Public SchoolsNewport News, VA
Executive Assistant
11.2021 - Current
Job overview
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Initiated & resolved multiple technical support requests in ticketing systems such as Freshworks and SchoolDude.
- Successfully used Microsoft Excel to manage a thorough inventory of supplies and used Procurement Card to order more as needed maintaining small and large budgets.
- Organized and coordinated conferences and monthly meetings.
- Processed over 200 travel expenses and reimbursements for executive team and senior management group.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Wrote reports, executive summaries and newsletters.
- Worked with senior management to initiate new projects and assist in various processes.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Assigned system permissions and set up computers to assist with onboarding new employees
ADPNorfolk, VA
Technical Support Specialist
08.2021 - 11.2021
Job overview
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Served as the primary point of contact in providing expert technical advice & guidance to clients concerning compensation, budget and benefit related issues
- Developed vacancy announcements by leveraging recruitment tools to attract highly qualified candidates and screening them for pre-employment criteria
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Air National Guard
Administrative Specialist
05.2014 - 01.2021
Job overview
- Proactively supported leadership in recruitment, performance management, physical training and development of military personnel
- Introduced & enforced policies and procedures regarding fitness, hospitality and other spectrums to 160+ personnel monthly
- Enforced organizational strategies based on observation of performance during pandemic to improve Fitness Registrar which increased team readiness by 85%
- Provided logistical support for programs, meetings and base events using Microsoft Suite (Word, PowerPoint, Excel) and AF Readiness Software
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
- Built and managed processes for tracking and monitoring department performance.
Holiday InnNewport News, VA
Lead Front Desk Receptionist
05.2018 - 03.2020
Job overview
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Collected room deposits, fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Trained new team members on company procedures, customer service and issue resolution.
- Implemented marketing and promotional initiatives to increase occupancy.
AloricaNewport News, VA
Technical Customer Service Representative
04.2017 - 05.2018
Job overview
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt and billing details to customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
WalmartForest, MS
Customer Sales Lead
06.2013 - 02.2015
Job overview
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Education
Virginia Peninsula CollegeHampton
Associate of Applied Science from Administrative Support Technology
08.2017 - 12.2019
University Overview
- Magna Cum Laude 2019
- Phi Theta Kappa Member
- Relevant Coursework: Computer Applications & Concepts, Technical Business Letter Writing, Advanced Desktop Publishing
Community College of The Air Force
Associate of Applied Science from Hospitality And Fitness Management
06.2015 - 02.2020
University Overview
- Professional Development: Leadership Management
Skills
Advanced MS Office Suite
Timeline
Executive Assistant
Newport News Public Schools
11.2021 - Current
Technical Support Specialist
ADP
08.2021 - 11.2021
Lead Front Desk Receptionist
Holiday Inn
05.2018 - 03.2020
Virginia Peninsula College
Associate of Applied Science from Administrative Support Technology
08.2017 - 12.2019
Technical Customer Service Representative
Alorica
04.2017 - 05.2018
Community College of The Air Force
Associate of Applied Science from Hospitality And Fitness Management
06.2015 - 02.2020
Administrative Specialist
Air National Guard
05.2014 - 01.2021
Customer Sales Lead
Walmart
06.2013 - 02.2015
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