Program Assistant resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Over 10 years as a customer service professional with supervisory duties and administrative tasks. Organizing and using time management wisely. Ensuring all customers internal and external is completely satisfied with the help given. Reputation for being extremely hardworking.

  • Logistics support
  • Excel spreadsheets
  • Meeting planning
  • Strong problem solver
  • Problem resolution
  • Executive presentation development
  • Operations assistance
  • Customer relations
  • Microsoft Office expertise
  • Data evaluation
  • Problem-solving abilities
Program Assistant, 02/2019 to Current
Help UsaWards Island, Manhattan,
  • Workers’ Compensation Coordinator.
  • Training TSMs, STSOs, and TSOs on how to file claims.
  • Uploading/Sending medical documents to the Department of Labor.
  • Conducting research alongside with TSMs and STSOs when it comes to a new claim injury.
  • Updating/tracking data into monthly spreadsheet.
  • Preparing reports and presentations for Monthly PMR meetings.
  • Gathering information, reviewing regulations, conducting studies, preparing reports, summaries and presentations, and establishing procedures to improve the effectiveness and efficiency of operations such as Safety.
  • Working Independently with a high degree of tact and diplomacy to carry out special assignments.
  • In charge of FMLA (Family Medical Leave Act).
  • In charge of Hiring and Recruiting, giving job offers, Scheduling New Hire Assessments.
  • Tracking and monitoring work status updates for employees on limited/light duty.
  • Point of Contact for NRC (National Resolution Center) Grievance Policy.
  • Coordinating meetings between Grievant and DGO (Designated Grievance Official).
  • Coordinating Mediation if needed.
  • Making sure that grievance cases are closed on a timely manner.
  • Sending final decisions to the National Resolution Center, Human Capital.
  • Analyze internal office workflow and establish procedures to improve effectiveness and efficiency of operations.
  • Review correspondence for FSD's signature to ensure compliance with TSA policies.
Administrative Assistant, 08/2017 to 02/2019
Bluegreen ResortsPort Saint Lucie, FL,
  • Responsible for using database programs such as (Access, AIMs, Excel, iShare) to create and manage various tables, spreadsheets, queries, and reports for use in reporting statistical data to higher levels of management (FSD/RD Staff).
  • Responding to routine/nontechnical as well as technical requests for information such as report status, suspense dates, and similar information to internal/external customers.
  • Assisting with data entry support, generating a variety of reports and posting documents to iShare, as needed.
  • Performing a combination of routine and complex assignments in support of management’s efforts to evaluate, administer, and improve the efficiency, effectiveness, and productivity of TSA’s security programs.
  • Preparing complex and sensitive correspondence.
  • Applying analytical techniques and methods to perform a variety of administrative and analytical duties in support of TSA field operations.
  • Undertaking complete analytical studies with limited oversight and the direction of supervisor or manager in support of screening operations.
  • Assisting with Officer requests regarding the status of email accounts, to include reactivation of suspended or deleted accounts.
  • Assists users with troubleshooting and the escalation of more technical issues to the appropriate helpdesk.
  • Interpreting and explaining policies and procedures and initiating appropriate transactions to satisfy customer service requests and internal procedures.
  • Participating in the resolution of customer inquiries/complaints.
  • Building and maintaining a positive working relationship with co-workers, other government employees and the public using principles of good customer service.
  • Providing advanced computer assistance such as, assisting co-workers with issues related to the Airport Information Management (AIM) System in the Schedule and Property Module.
  • Assigned to various assignments in support of management efforts to evaluate, administer, and improving the efficiency, effectiveness, and productivity of organizations and programs.
  • Responsible for Issuing, tracking, assigning Uniform transactions to Transportation Security Administration employees.
  • Scheduling and coordinating meetings to our 9th floor conference room.
  • Scheduling interviews for open positions.
  • Identification & Credentialing Official, Personal Identity Verification (PIV) system user, Local PIV Card Issuer.
  • Ensuring that all potential employees are properly sponsored and provide proper identification prior to issuance of PIV to TSA and other federal employees and contractors.
  • Responsible for tracking and auditing PIV media for more than 400 TSA personnel, designated Federal Air Marshals (FAMs), Office of Investigation (OOI) personnel and TSA Contractors.
  • Responsible for reviewing the credentialing process for appropriate personnel who require a PIV for non TSA employees.
  • Records Management Filing.
  • Responsible for keeping up-to-date track of records that are ready for archival or destruction based on current TSA Records Disposition Schedule (RDS).
  • Responsible for providing requested data, such as disciplinary/corrective actions when requested by managers.
  • Performing lost fund duties to include: counting lost funds, balancing reports, depositing funds, reviewing OTCnet.
  • Fingerprinting onboarding of new employees and prospective applicants.
  • Performing new hire assessments, interview team lead.
  • Scheduling and coordinating meetings to our 9th floor conference room.
  • Scheduling interviews for qualifying candidates for the following positions: TSI, STSI, LTSO, and STSO.
  • Using database programs (Access, AIMs, Excel, iShare) to create and manage various tables, spreadsheets, queries, and reports for use in reporting statistical data to members of management.
  • Experience developing graphs, reports, and/or charts to document research findings.
  • Recommending solutions to improve organization, administrative procedures, and work processes.
  • Performing a combination of routine and highly complex assignments in support of management’s efforts to evaluate, administer, and improve the efficiency, effectiveness, and productivity of organizations screening programs.
  • Providing technical and specialized assistance to program areas of Human Resources, National Resolution Center, Scheduling, Mission Support, Payroll to name a few.
  • Preparing complex and sensitive correspondence based on instigative findings.
  • Providing information for management programs.
Scheduling Assistant/Transportation Security Officer, 11/2014 to 08/2017
Columbus Regional Airport AuthorityColumbus, OH,
  • Preparing lane assignments for 5 lanes on the checkpoint.
  • Assisted Supervisors and Managers in Daily Shift Briefings.
  • Recommended and gave guidance to Managers on better ways to set up lanes for screening.
  • Organized and maintained files, records, manuals, handbooks, and other related materials.
  • Served as an acting Lead Transportation Security Officer on a continual basis.
  • Led a team of 8 full performance level Transportation Security Officers (TSO's).
  • Identified, distributed, and balanced workloads and tasks among employees in accordance with established work flow and skill level.
  • Responsible for daily maintenance and care of screening equipment at assigned work stations.
  • Interacted with International passengers on a daily basis and used verbal and non-verbal interactions to accomplish mission in a way that showed compassion for the passenger.
  • Performed security screening function that included: hand waning, pat-down searches and monitoring walk-through metal detector screening equipment, as well as operation of x-ray machine.
  • Identified dangerous objects in baggage, cargo and on passengers, based on current and emerging threats.
  • Continuously improved security screening processes and personal performance through training and professional development.
  • Mentor/train new hired TSOs for on-the-job training.
  • Assisted management and Law Enforcement Officers (LEO) with inquiries for information or investigations that may be initiated against a regulated party; participating in information briefings concerning sensitive information.
  • Developed preliminary incident information for LEOs and superiors, and writing various types of communications, reports, and documents that are germane to the work performed.
  • Scheduling Assistant/Collateral Duty.
  • Sorting and filing.
  • Received telephone calls, give routine and non-routine information, answer questions and direct calls and visitors to appropriate person or office.
  • Responsible for leading a group of three (3) collateral duty scheduling officers in coordinating multiple assignments such as, Staffing reports for each pay period, inputting pay codes into the payroll system (Kronos), compiling, tracking, and analyzing leave request in Airport Information Management (AIM) System, and also applying analytical techniques and methods to perform a variety of duties in support of TSA field operations.
  • Training new hire with scheduling computer programs such as AIM and IShare usage, training on how the operations of scheduling works with being a Transportation Security Officer.
  • Independently hold small bids for new hire classes.
  • Providing advice and guidance to the Scheduling Manager on ways to improving the new hire training course.
  • Training new scheduling assistant on functions of being an assist to the scheduling manager, such as entering time-card data.
  • Reviewing work of those trained for accuracy and completeness.
  • Reviewing forms such as, over-time, shift trades, OPM-71, and schedule trades for completeness and accuracy.
  • Running reports and performing daily/weekly staffing reports in coordination with leave, distribute reports to managers and other employees.
  • Performing daily entries in Kronos.
  • Performing the necessary duties for customer service.
  • Approving Official for screener leave requests.
  • Extremely proficient in Microsoft Office, PowerPoint, Excel.
  • Providing specialized assistance to areas of Human Resources, Scheduling, and Payroll.
  • Assisting mangers with leave/attendance audit history.
  • Assisting the scheduling manager in implementing and evaluating the effectiveness of office programs such as Kronos, IShare, AIM.
  • Recommending and implementing new ideas for shift bids and projects.
  • Providing direction, advice, and guidance to Unit Managers and Technique Process Owners on rules, regulations and procedures relating to airports compliance with DHS, TSA and scheduling procedures.
  • Working closely with leadership to develop, coordinate, implement and maintain a program to communicate to stakeholders TSA's policies, programs and directives pertaining to TSA’s Scheduling Policy.
  • Providing advice and guidance to employees, timekeepers, supervisors, and managers in relations to scheduling leave.
  • Scheduling meetings with new hires by coordinating with the training department.
  • Scheduling meetings with AFGE (Union) representatives regarding shift bids and seniority.
  • Resolving payroll issues with appropriate leave type and forms.
  • Assisting Human Resource with Family and Medical Leave Act (FMLA).
  • Assisting managers with medical documentation presented by a Transportation Security Officer or Supervisory Transportation Security Officer.
Ground Transportation Coordinator, 08/2008 to 11/2014
  • Ground Transportation Coordinator for a team of 28 employees at supervisor level.
  • Provided assistance to program area which include finance, human resources, and scheduling.
  • Worked alongside with the payroll department in regards to scheduled leave and approved/unapproved absences.
  • Provided advice and guidance to employees on rules and regulation, procedures relating to pay, and also training staff on how to enter time-card data.
  • Assisted managers and ground transportation starters in day-to-day operations of the office.
  • Compiled, tracked, and analyzed data by applying analytical techniques and methods to perform a variety of administrative duties in support to ABM field operations.
  • Coordinated and implemented new office policies on requesting schedule change.
  • Interacted with internal staff and external customers including managers, employees, and contracted transportation companies at the Oakland Airport.
  • Acted as a lead for the Ground Transportation Starter in coordinating multiple assignments.
  • Prepared complex sensitive correspondence including evaluation and assessment of the impact of changes to policy and practices.
  • Provided advanced computer assistance to the Ground Transportation Starters.
  • Reviewed all data entry by Ground Transportation Starters Daily.
  • Schedule and coordinate quarterly meetings with Ground Transportation Starters and contracted companies.
  • Assisted passengers who had complaints regarding the level and quality of service.
  • Logged in data entry daily into a tracking spreadsheet.
  • Assigning each ground transportation starter to a certain location.
  • Developed and formulated reports and findings of analyses.
  • Ensured implementation of policies and practices relating to customer service.
  • Prepared paperwork and order material for Ground Transportation Starters.
  • Scheduled yearly shift bids.
  • Compiled and summarized information in response to how many fares are taken from the Oakland Airport daily.
  • Prepared charts, graphs, and tables to present information for quarterly meetings.
  • Monitored metrics and/or deadlines to ensure necessary actions are being taken to complete established objectives for example, attendance issues.
  • Maintained files and records with effective filing systems.
  • Maintained administrative workflow by studying methods; implementing cost reductions; developing reporting procedures.
  • Created and revised systems and procedures by analyzing operating practices; studying utilization of micro-computer and software technologies; evaluating personnel and technological requirements; implementing changes.
  • Developed administrative staff by providing information, educational opportunities, and coaching.
  • Resolved administrative problems by analyzing information; identifying and communication solutions.
  • Maintained rapport with customers, managers, and employees by arranging continuing contacts; researching and developing new services and methods; setting priorities; resolving problem situations.
  • Maintained suggestion system by directing and controlling administrative technical aspects in accordance with management directives.
  • Provided information by answering questions and requests.
  • Maintained continuity of work operations by documenting and communicating needed actions to management; discovering irregularities; determining continuing needs.
  • Guided employee actions by researching, developing, writing, and updating administrative policies, procedures, methods, and guidelines; communicating developments to management.
  • Completed administrative projects by identifying and implementing new technology and resources; redesigning systems; recommending re-deployment of designated resources.
  • Accomplished department and organization mission by completing related results as needed.
  • Provided administrative support and managed all queries.
  • Analyzes a variety of employee conduct and performance-based issues to include attendance.
  • Prepared complex and sensitive correspondence.
  • Applied analytical techniques and methods to perform a variety of administrative and analytical duties in support of ABM field operations.
  • Undertaking complete analytical studies with limited oversight and the direction of supervisor or manager in support of ground transportation operations.
  • Responsible for the procurement of equipment in the company.
  • Monitored purchase orders, checking prices provided by various suppliers for property and office use.
  • Verified all receipts of ordered supplies.
  • Prepared purchase orders and handled all billing issues.
  • Kept accurate records on quarterly costs and financial projections.
  • Provided necessary records for internal and external audits.
Education and Training
Diploma: Tech, Expected in 2008
Arroyo High School, Links Academy - ,
  • OWCP (Workers’ Compensation) Training TSA – Seattle 10/14/2017
  • HR Training TSA – Los Angeles 07/16/2018
: , Expected in
- ,

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Arroyo High School, Links Academy

Job Titles Held:

  • Program Assistant
  • Administrative Assistant
  • Scheduling Assistant/Transportation Security Officer
  • Ground Transportation Coordinator


  • Diploma
  • <ul><li>OWCP (Workers’ Compensation) Training TSA – Seattle 10/14/2017</li><li>HR Training TSA – Los Angeles 07/16/2018</li></ul>

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: