1. Dawn M. Lucas
Glen Burnie, MD 21061
443-570-3845
Dawn_lucas80@ymail.com
Summary of Qualifications_______________________________________________________________________________________________________________
Management – 10 years’ experience with interviews, scheduling, confidential employee file management
Administrative / Executive Support – 9 years proven, advanced administrative support, VP support
Customer Service – 15+ year’s customer service experience both with the general public and corporations
Reporting – 8 years researching, processing reports and report comparisons utilizing various Software reporting
systems
Software 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 – 07/2016 Preservation Specialist
Property 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 – 03/2016 Assistant Field Manager
Vixxo, 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 – 03/2014 Capital 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

2. 08/2007 – 02/2012 Client 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 - 08/2007 Cintas 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 - 03/2006 Production Operator
FedEx Kinko’s 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 - 09/2011 Child Care Director
Premier 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
Education______________________________________________________________________________________________________________________________________
Anne Arundel Community College
 General Studies
Achievements_________________________________________________________________________________________________________________________________
Arbitron Inc.
 Awarded multiple service acknowledgements on outstanding performance and client
support
 Offered advancement into higher level role based on experience and outstanding
performance
OneUmbrella
 Community Awareness Award
Volunteer______________________________________________________________________________________________________________________________________
2014 – Present
 OneUmbrella Foundation