Dionne Holder

Experienced administrative assistant with several years of reliable experience. Seeking a position where my talent and skills can be applied and acquire new skills. Customer‑focused representative known for patience, empathy, and clear communication. Experienced in handling high‑volume inquiries, building trust with customers, and turning challenging interactions into positive outcomes. Dedicated to creating smooth, supportive experiences for every customer.

Verification and Graduate Support Specialist - University Support Services LLC - Great River, NY

(2007-11 - 2025-09)

On Behalf of St. George’s University, Grenada, West Indies Hybrid work schedule

• Handle student phone calls and emails. Providing information and customer service to students.
• Submit certification paperwork for graduate’s residency and registrar students for USMLE board exams.
• Data entry like exam scores. Managing an accurate student database and student records/files, while maintaining confidentiality. Familiarity with Federal compliance regulations like FERPA. Collaborate across diverse teams and interact effectively with faculty, students, and administrators.
• Resolved customer issues — Achieved a 90% first‑contact resolution rate by actively listening, identifying root causes, and providing clear solutions.
• Handled high‑volume inquiries — Managed daily calls/chats while maintaining professionalism and meeting response‑time targets.
• De‑escalated conflicts — Successfully calmed frustrated customers and turned negative interactions into positive outcomes.
• Identified service improvements — Reported recurring issues and suggested workflow changes that reduced customer wait times by up to 15%.
• Mastered CRM tools — Used Salesforce or similar platforms to track tickets, document interactions, and maintain accurate customer records.
• Collaborated cross‑departmentally — Worked with billing, technical support, and logistics teams to resolve complex issues quickly.

Administrative Spare parts Clerk (Temporary Position) - Motorola - Holtsville, NY

(2007-08 - 2007-11)

• Processed credit card payments, and any other customer related issues regarding orders made internationally and domestic

Administrative Assistant - The Corcoran Group Real Estate Company - New York, NY

(2003-07 - 2007-05)

Composed of weekly and monthly sales reports for managers, processed commission checks for brokers, and prepared pending deal reports for internal finance staff.

• Handled various mailing projects for advertising
• Maintained clients and employee databases for mailing and communications purposes
• Part of a support staff for 500-plus brokers, handing board packages, data entry projects, support and training to secretarial staff and new associate’s in office orientation, filing procedures, computer applications.

Bachelor of Science degree - Business Administration; Coursework in Human Resource Management and International Business - The City University of New York /York College (2013 - 2013)

Associate Degree - Business Administration; Coursework in Finance, Accounting, and Management - Suffolk County Community College (2009 - 2009)