Dawn M Lucas Resume

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Dawn M. LucasGlen Burnie, MD 21061443-570-3845Dawn_lucas80@ymail.com

Summary of Qualifications_______________________________________________________________________________________________________________

Management 10 years experience with interviews, scheduling, confidential employee file managementAdministrative / Executive Support 9 years proven, advanced administrative support, VP supportCustomer Service 15+ years customer service experience both with the general public and corporations Reporting 8 years researching, processing reports and report comparisons utilizing various Software reporting systemsSoftware System Knowledge- including but not limited to MS Office Suite including Office 365, Salesforce, Imagenow, PeopleSoft, and Oracle.Soft Skills Ability to learn very quickly, adapt to changing processes and deadlines, excellent communication skills, ability to meet and exceed deadlines; Previously chosen to participate in focus groups and assist with special projects based on proven performance

Professional Experience____________________________________________________________________________________________________________________

03/2014 07/2016Preservation SpecialistProperty Preservation, Baltimore, 21228 Maintain property as a whole Document property conditions and repairs Remove debris Lawn/yard care Paint/treat mold/small repairs Water pumping Evictions Lock replacement

10/2014 03/2016Assistant Field ManagerVixxo, Linthicum, MD 21090 Answering Service Provider Phone Queue Assist Service Providers with invoicing thru online website Checking payment status for Service Providers Update and send survey log to various members of management team Managing AFM team email and voice mail boxes along with updating log and Returning emails and calls in a timely manner Warm transfer of calls to various service centers Creating/sending welcome packets Obtain/process/submit ACH forms and COI information Processing Audits Assist with special projects/reporting

Corporate Account Manager 03/2012 03/2014Capital Remodeling, Hanover, MD 21076 Responsible for all company accounts receivables Preparing and sending out loan documents Reporting for multiple departments Setting up installations and services Following up on all completed jobs Created how to/training guides Back up for Executive Assistant 08/2007 02/2012Client Service Representative(05/2011-02/2012)Arbitron Inc., Columbia, MD 21046 Assistant to VP of Cable and TV director and sales team Maintain data integrity in Salesforce database for client accounts Create and process client contracts and all supporting documents Investigate and resolve billing discrepancies and changes Provide support to multiple account managers Manage and organize conferences and events Report processing using multiple internal software systems Prepare marketing and training packages for clients and team

Customer Service Coordinator(08/2007 05/2011)Arbitron Inc., Columbia, MD 21046 Process and distribute orders, renewals, replacement software and data orders for all Arbitron products to our clients Support team with database responsibilities and special projects Provide customer service support for lower level external PC software applications Investigate and resolve billing issues and changes Direct communication with clients regarding products and account questions

Office Administrator 03/2006 - 08/2007Cintas Document Management Columbia, MD 21045 Conduct outbound accounts receivable calls Process service tickets and billing Provide customer support via inbound calls and other inquiries Coordinate driver check in process

10/2004 - 03/2006Production OperatorFedEx Kinkos Annapolis, MD 21401 Operate state of the art printing and production machines Organized efficient work areas Provide assistance to customers in person and over the phone

03/2002 - 09/2011Child Care DirectorPremier Health and Fitness Odenton MD 21113 Hiring, training and scheduling for all childcare staff Organizing and overseeing productive childcare activities Attend weekly management meeting pertaining to the organizations financial growth and member events


Anne Arundel Community College General Studies


Arbitron Inc. Awarded multiple service acknowledgements on outstanding performance and client support Offered advancement into higher level role based on experience and outstanding performanceOneUmbrella Community Awareness Award


2014 Present OneUmbrella Foundation