PAULA OLIVER WILLIAMS, MHRMC Arlington(334) 327-9006 paulaoliver06@yahoo.comwww.linkedin.com/in/paulaoliverwilliams

RE CR UI TI N G CON S UL TAN T HUM AN RE SO UR CE S ASS IS T AN T HUM AN RE SO UR CE S OP E RAT I ON S ASS IS T AN T

Technical Skills Administrative Support Accuracy A highly organized, dynamic, Customer Service Advocate with experience providing exceptional support

and ensuring all administrative tasks are completed on time and with extreme confidentiality. Exceedingly accurate and organized with problem solving and critical thinking to act as a primary liaison, perform scheduling, reception, meeting planning, data entry and document preparation, while creating a warm, welcoming environment for clients. Strive in fast-paced environments performing duties with minimal supervision. Self-starter with excellent verbal, written and interpersonal communication skills.

Proven team player with the ability to work with people at all levels of a corporation. Exceptional academic qualifications, including a Master of Science in Human Resources Management Degree (2017)

from Strayer University.

SELECTED HIGHLIGHTS Delivered excellent support regularly providing efficient technical support over the phone,

maintaining presentable phone demeanor, courteousness and creativity while guaranteeing top-level customer service at all times.

Was consistently praised for the quality and timelines of diagnosing software-hardware problems, responding quickly, clearly, and resourcefully which sustained customer loyalty and business.

Accurately documented all technical support and customer’s help-desk interactions, capturing and entering confidential information into specific files and forms from recorded material.

Maintained accurate monthly logs of performance evaluations for the classroom increasing the ability to retain and recover documents, reports and records.

Provided excellent customer service and support skills when provided technical troubleshooting of cellular phones while working in a fast paced call center environment.

COR E COM P E T EN C I ES Administrative/Technical Support Client/Customer Service Sales & Marketing Scheduling/Filing/Note Taking Record /Document

Management Data Entry

Clerical/Administrative Support Multi-Line Phone System Front Office Management

Employee Training/Development Internet Research Cash Handling

BC Forward Arlington, TX 2014 – 2015 PRO FE S SI ON A L EXP E R IE N C E

Service Desk Agent Delivered excellent support regularly providing efficient technical support over the phone,

maintaining presentable phone demeanor, courteousness and creativity while guaranteeing top-level customer service at all times.

Was consistently praised for the quality and timelines of diagnosing software-hardware problems, responding quickly, clearly, and resourcefully which sustained customer loyalty and business.

Accurately documented all technical support and customer’s help-desk interactions, capturing and entering confidential information into specific files and forms from recorded material.

Prepared accurate reports of activity and stayed up to date regarding system information and diligently followed help-desk policies to the letter.

Provided outstanding and professional client/customer support, receiving high satisfaction ratings. Garnered expertise in database systems to track client/customer information, file confidential

records and document financial reports. Effectively handled critical projects for top executives with high levels of confidentiality. Collaborated with peers on multiple, complex administrative projects to exceed all expectations and

deliver projects on time. Maintained a detailed calendar for coordinating schedules, arranging consultations and scheduling

appointments for executives.

Ellwood Christian Academy/Head Start Selma, AL 2013 – 2014Instructional Facilitator

Maintained accurate monthly logs of performance evaluations for the classroom increasing the ability to retain and recover documents, reports and records.

Planned, implemented and monitored each child’s educational program and strictly adhered to all school policies and procedures.

Established procedures for ensuring accurate coordination of schedules and organized regular meetings for children with Individualized Education Plans (IEP).

Supervised students in the classroom, delegated, trained, assigned, and directed work as well as resolved problems. Maintained a monthly log of performance evaluations for the classroom ensuring all discrepancies were resolved quickly.

Handled complex problems and supervised students in the classroom, including delegating work, training, directing work, assigning work, and resolving problems offering prompt resolutions.

Ensured the office was always working at top productivity – managed all mailing and shipping needs, office supplies, filing, and scanning.

Established, automated, and maintained highly efficient filing systems that housed electronic application records, employee communications, and other pertinent files.

West Corporation Niles, OH 2011 – 2012Customer Service & Technical Support Representative

Provided excellent customer service and support skills when provided technical troubleshooting of cellular phones while working in a fast paced call center environment.

Correspond and resolved issues with customers taking inbound calls where I assisted and, or troubleshot [Alltel and AT&T] customers with software and application installation and, or technical issues regarding their mobile devices, data cards and Bluetooth.

Built key relationships and ensured top level customer service experiences that continued corporate growth and increases in revenue streams.

Provided information to customers about products and services available to retain customer satisfaction and continue to increased corporate revenues.

Resolved discrepancies using standard procedures or returning incomplete data to the team leader for resolution.

Taylor Internal Medicine Selma, AL 2005 – 2009Administrative/Office Assistant - Receptionist

Utilized efficient medical office experience and was responsible for a range of administrative/clerical support duties; patient sign in, retrieved patient files, answered multi-line phones, scheduled/cancelled appointments, filed and organized patients’ folders, copied, faxed, sent/opened mail and ran errands for the head doctor/owner of the practice, Dr. Bruce Taylor in a timely manner.

Designed and organized a special corporate event for the community and patients of Taylor Internal Medicine that was very successful and received praises not only from Dr. Taylor, but from members of the community that attended to ultimately ensure client satisfaction.

Aligned with management on weekly postings and master reports to facilitate oversight for all aspects of composition, editing, and preparation of final copy from draft to distribution.

Successfully deliver the highest degree of courtesy and professionalism regarding client inquiries pertaining to company’s available products and services, ensuring 100% customer satisfaction.

Implemented written policies and procedures that created superior interpersonal dynamics with personnel from all levels, backgrounds and cultures.

EDU CA TI ONStrayer University, Cedar Hill, TX/USA: August 2017Master of Science in Human Resources Management Degree (Candidate) – (GPA: 3.667) Relevant Coursework: BUS 508, BUS 520, HRM 500, HRM 510, HRM 517, HRM 520 HRM 522, HRM

530, HRM 599, HRM 532, HRM 533, HRM 534

The University of Alabama, Tuscaloosa, AL/USA: 2010Bachelor of Science Degree – Human Environmental Sciences

ADD IT IO N AL CRE D E N TI ALSTECHNICAL SKILLS Microsoft Office (Word, Excel, PowerPoint, Outlook, Office 365, Access,

Publisher) / Microsoft Visio / Microsoft SharePoint / Adobe Photoshop / Google Docs / Google Drive / Google Calendar Google Plus / QuickBooks / Dropbox / Salesforce / Printers / Copy & Fax Machines / Internet / Scanners / Raisers Edge / Smart Office / Email Correspondence / Social Media (Facebook, Twitter, Instagram, YouTube, Pinterest) / Typing Speed: 40 - 45 wpm

HONORS & AWARDS Employee of the Month – Taylor Internal Medicine Highest Customer Satisfaction Ratings – West Corporation High Quality Assurance Ratings – BC Forward The University of Alabama National Alumni Association Scholarship Alpha Kappa Alpha Sorority, INC. Culturama Club Scholarship

PROFESSIONAL DEVELOPMENT

Administrative Professional Development Administrative Assistant

Office Administration Office Dynamic Training

ORGANIZATIONS F. A. T. E. (Future Alumni of Tradition and Excellence) N. C. N. W. (National Council of Negro Women) W.I.L.L. (Women Involved in Learning and Leadership)

VOLUNTEERING EXPERIENCE Red Cross / SPCA / Big Brother, Big Sister / YMCA / Churches / Shelters / Afterschool Programs / Mentorships / Relay for Life / March of Dimes

CAUSES/INTERESTS Animal Welfare, Children, Civil Rights and Social Action, Disaster and Humanitarian Relief, Economic Empowerment, Education, Environment, Health, Human Rights, Poverty Alleviation, Social Services, Soccer, healthy eating/learning about nutrition, essential oils, travel, experiencing new cultures, swimming, crafts, photography (taking classes), family time, amusement parks, swimming and all types of church activities

Detailed Professional References Available upon Request