Tracey-Ann Johnson-Coleman, Fmp Email and Phone Number

• Provides facility and operational support to three locations located in Arlington, VA, Tampa FL, and Louisville, KY• Ensure each location are following COVID19 Health and Safety Standards as well as stay updated with OSHA and CDC updated requirements and guidelines• Manages maintenance and repairs of facilities and equipment's• Allocates and manage facilities spaces for maximum efficiency• Recently oversees facilities renovations in Louisville and Tampa • Manages Data Center by scheduling services for servers and other Data Center equipment's• Prepares and track facilities budgets• Calculate and compare cost for services to maximize cost-effectiveness• Manages daily operation of main lobby and switchboard• Administrator for Kastle key card system• Administrator for UPS shipping portal• Implements remote employees’ equipment’s are shipped in a timely manner prior to hire date• Manages vendor contracts and agreements• Assign and maintain seating assignments in all locations

• Handle customer inquiries by telephones and emails• Assist customers with complex issues related to browser upgrades to retain PCI compliance• Complete extensive research utilizing various database for first call resolution • Handle each interaction efficiently, to ensure accurate and appropriate responses to customer inquires • Troubleshoot and escalate complex issues, while adhering to proper escalation guidelines • Document all calls in the CRM database according to standard operating procedures• Participate in multiple team- oriented projects and outbound call campaigns, while maintaining my core Key Performance Indicators (KPI) goals• Actively participate in motivation initiatives in an effort to help boost morale• Work collaboratively with management to identify challenges within the department, or generate new business opportunities• Participates in daily review meeting, team meetings and training as required

● Effectively follow workflow by producing maximum efficiency.● Support various teams with administrative task.● Greet and assisted visitors when they arrive to the office.● Monitor office expenditures and keep inventory of office furniture.● Monitor office supplies keep inventory and place orders● Assisted with vendor relations. ● Collaborate with in-house event staff ensuring events are set up in a timely manner. Update evacuation and Marshals list. ● Serve as liaison for UPS and FedEx quarterly system upgrade.

Organized office operations and procedures as well as prepared payroll for 20 staff members.Served as liaison between domestic and international offices and updated global company-wide contact list with 200+ employees.Eliminated additional late fees by overhauling expense report process; created simplified system for executives and staff to submit expenses/ receipts. Set up systems to organize and synthesize large volumes of data for presentation to investors.Created and prepared PowerPoint presentations, spreadsheets, confidential reports, correspondence, narrative reports, letters and memorandum.Created electronic and manual copies of records, making them easily accessible to office staff whether at headquarters or on travel (remote status). Coordinated, planned, and monitored all domestic and international travel logistics. Secured required travel visas and passports for staff; booked and confirmed reservations, and met diverse preferences. Ensured smooth execution of every facet of the travel experience.Planned and coordinated department social events.Developed relationships with vendors for complete understanding of service, which ensured invoices were accurate (for entering in PeopleSoft Financial System) and issues were immediately addressed.

Created an effective process that managed both vendor relationships and supply requisitions.Reduced cost by switching vendors (e.g. $2K in water supplies and $3K on telephone and fax service). Established FedEx relationship that ensured immediate service response instead of needing to call their 1-800#.Trained new administrative assistants on FedEx billing systems and internal facility processes.Leveraged best possible pricing for supplies and equipment. Coordinated special onsite shredding of confidential documents without incurring extra fees. Updated office communication boards, ensuring staff were informed of updated current company information, news, and policies implementations. Served as project coordinator for two large renovation projects (up to $150K); managed contractors’ 24/7 work schedules and ensured projects were completed on-time. Instrumental in changing, modernizing, and improving “Motto and Credo” cards; the company’s gold standards. Led and facilitated new hire orientation on-boarding process, including designating and confirming functionality of work areas. Facilitated the screening of job applicants as well as scheduled candidate interviews for all levels of positions; interviewed candidates and prepared interview questions.

Served in cross-functional capacity to support all administrative functions. Coordinated supply management for all departments.Ensured office / computer equipment was in good operating condition.Served as back-up to executive admin staff, and planned for visiting VIPs. Coordinated conference space usage by completing set-up and confirming meeting needs were met. Ensured lobby was staffed and served as back-up when needed. Displayed personalized greetings to visiting VIPs on in-house monitors. Redesigned supply requisition and management program by increasing efficiency in ordering, managing costs, and ensuring staff had needed supplies.

Delivered exceptional customer service and tended to the needs and requests of each guest. Answered all incoming calls, averaging up to 75 daily during peak hours. Assisted guests with room accommodations, going above and beyond to provide concierge-level service by giving recommendations and directions and answering questions about area activities.Multi-tasked throughout the shift, handling multiple requests simultaneously; mastered time management by carefully prioritizing tasks. Tended to guests’ requests immediately by providing quality customer service; developed repeat business and generated new leads for referrals.