Customer Service / Office Manager / Executive Assistant
Charles A. DeGraffenreaid
2568 Kilgore Cv., Memphis, TN 38133
Skilled and dedicated Executive Assistant with more than 10 years administrative experience coordinating, planning and supporting daily operational and administrative functions.
Demonstrated capacity to provide comprehensive support for executive-level staff.
Adept at developing and maintaining administrative processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives.
Proven track record of accurately completing research, reporting, information management, and marketing-support activities with demanding time frames.
Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues.
Proficient in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Windows and Mac OS.
Olivet Fellowship Baptist Church, Memphis, TN October 2010 – November 2013
Executive Assistant/Office Manager
Served in an executive support capacity to the Senior Pastor of a 1600 member congregation, as the liaison between the pastor and executive level staff and the congregation. Duties included managing national travel and speaking schedule, proofing and editing manuscripts for publishing, while professionally protecting the integrity and confidentiality of the Senior Pastor's office, providing for the orderly, productive and effective day-to-day operation. As Office Manager, I oversaw the day-to-day administration of church functions, including a staff of 10, church calendar management, congregational management, information management, membership database and all advanced-level functions, authorizing monetary transactions and disbursements, as well as business account management. I also coordinated all church-wide special events.
USPS National Customer Support Center, Memphis, TN October 2000 – October 2010
Customer Support Specialist IV M-F
Served as contract employee to Northrop Grumman Technical in support of the USPS contract. Developed high-level working knowledge and understanding of USPS Address Management and Move Update products. Perform review, analysis and evaluation of methods of compliance, as related to postal requirements and regulations. Interact with USPS field personnel to troubleshoot customer complaint issues. Developed training materials as well as provide training to new employees.
Manpower Services, Memphis, TN January 1999 – October 2000
Served in executive-support capacity for a team of university physicians and research personnel. Edited and maintained manuscripts for submission to various medical journals and publications. Proofed and approved presentations used by university faculty. Created visual presentations featured in seminars and in academic settings using Microsoft PowerPoint
UT Medical Group, Memphis, TN May 1996 – January 1999
Provided administrative support for the Department of Marketing and its director, as liaison between the Department of Marketing and staff of UT Bowld Hospital. Created publications and advertisements using Microsoft Word, PowerPoint, Microsoft Publisher and Adobe. Staged all hospital special events, including open houses, holiday functions and banquets. Organized all employee recognition activities. Organized and staged in-house and community educational seminars. Scheduled and organized press conferences and press releases. Trained medical staff and medical personnel in the area of customer service dynamics, and was a co-writer of the customer service training program.
Manpower Services, Memphis, TN April 1993 – May 1996
Served in various administrative support positions throughout the University of Tennessee Health Science Center. Served as Executive Assistant to the Executive Director, UT Bowld Hospital. Created correspondence and meeting materials using Microsoft Word and Excel. Served in an executive support capacity to Sr. Vice Presidents as well as the Director of Corporate Communications at Memphis Light Gas & Water Division.
United States Air Force April 1985 – April 1993
Provided security for US priority (nuclear) resources. Supervised staff of Alert Team personnel and base residents. Served as squadron administrative assistant. Provided VIP security for presidential details as well as for foreign dignitaries. Served in “Operation Busy Lobster” on the island of Diego Garcia, as well as several years in a reserve capacity.
Education and Training __________________________________________________
Community College of the Air Force, Industrial Psychology
United States Air Force 1985 -1989
US Air Force Leadership Development Academy, Leadership Development 1988
United States Air Force 1985 -1989
The Mages Company, Train the Trainer – Customer Service Training Program January Germantown, TN 1997
Frayser High School
Memphis TN - Diploma 1983