1. 1
Heidi Graham
Resume
Heidi Graham
EXECUTIVE ASSISTANT
420 Sherman Street SW, Apt 319, Olympia, WA 98502 e-mail: hdoneil@gmail.com cell: 253-439-0327
Over fifteen years’experience in self-directed positions requiring effective and efficient administrative and technology
skills at Executive support level. Strengths include:
■ Constant, consistent, and confident communication with internal and external stakeholders in both private and
government sectors, clients, and agencies; interface between Partners, stakeholders and staff; compose, edit, and
proofread correspondence,proposals,bids, and projected budgets.Manage complex bids and proposals,working
with internal and external companies and agencies.Coordination of Executives and teammembers, client interface,
composing presentations using tables, charts, images, and graphs.
■ Budgeting: created projected budgets including expenditure of staff hours measured against billable hours, travel
time, and estimated time spent on meetings and presentations to government officials. Alerted supervisors to over-
extension of staff hours.
■ Supervising and general management: hired, trained, and supervised administrative assistants.Approved,tracked
and analyzed supply expenditures, created hard copy and electronic file management systems, planning and
orchestration of special events; administration of petty cash, authorization of petty cash purchases.
■ Action item follow-through: arrange meetings involving travel, compose and prepare materials, attend and minute
meetings, assign tasks through Outlookand follow up on action items to ensure timely completion of deliverables.
SpecialProjects
■ Practice-wide Conference in Barcelona: arranged passport updates,internationaltravel, lodging, meals and special
events/tourfor staff of 45+. Special events included speaking engagements with recognized leaders in the field of
architecture and tours of several landmark buildings in Barcelona.
■ Continuous Process Improvement: trained in Green Belt Lean techniques. Involved in mapping, analyzing, and
improving many state agency processes.Currently acting as Business Analyst for a unit which licenses over 1000
businesses statewide. Working with private firm to replace entire computer system for the Department of
Licensing.
■ Recognized the need for, and presented, a quality assurance program for company. Upon immediate approval,
creation and implementation of this Quality Assurance systemincluding in-house assessments and reviewresulting
in a nationally recognized certification for the company. Authoring of office procedures manual and induction
manual for staff, establishment of electronic and hard copy filing systems and standards.
■ Advanced MSOffice skills (trained new hires on advanced functions in Word and Excel), typing (60wpm), creation
of formulas and tables in Word to explain and report on fee increases. Experience using Microsoft Project to track
deadlines. Used advanced Powerpoint skills to create numerous presentations to government officials. I have also
taught myself and used VBA programming in Excel to create userforms for staff.
■ Involved in many high level issues requiring a high degree of integrity and confidentiality. Advised on hiring of
architectural and management staff, took minutes of sensitive and confidential meetings with clients and
government officials. Provided follow up on action items. Suggested and enacted options formoving forward with
various issues.
■ Statistical Reporting: Extracted numerous variations of numerical and statistical data from systems and produced
Excel worksheets in response to public disclosure requests and division requests, creation of mailing lists and

2. 2
Heidi Graham
Resume
Heidi Graham
EXECUTIVE ASSISTANT
licensee data using filters in Excel, creation of styles and formatted worksheets for use by field staff. Extraction
and submission of statistics to Assistant Director’s office.
■ Creation of complex documents in Word using styles, templates, and captions for use as branded document
standards for entire company. Go-to person for proofreading and editing materials from Partners and staff.
Composition of webpage layout, information and pictures.
Experience
Department of Licensing, Olympia, WA 98502 November 2011 - Present
■ Record retention and archiving for entire program, calendar management for Administrator and Assistant
Administrator, meeting and travel arrangements, assisting with hiring, and working with staff to increase efficiency
of processes.Preparing and issuing legal orders, tracking and reporting of revenue. Maintaining confidentiality on
numerous staff and Division changes and issues. Working across Agency units to accomplish multiple projects in
a timely manner. Arranging and attending settlement conferences with respondents. Assisted with hiring new staff.
Highlights
 Coordinated logistics to relocate entire program from one site to another. The program experienced no
downtime during this two-day move.
 Identified and conducted an extensive and badly needed update of 20+ forms used by the program.
 Identified the need for and recommended to program administrator and assistant administrator manual
updates for every license classification regulated by the program.
 Implemented scrap metal licensing program, participated in internal meetings assisting with bill
interpretation and implementation. Filing of rules. Worked with managers to create printed information for
dissemination to stakeholders and potential licensees, advising on language and information to be presented.
In partnership with DOR, created data-driven solutions for reaching out to statewide local authorities and
other interested parties
 Arranged and attended external stakeholder meetings. Facilitated discussions regarding the writing of rules,
assisting with definitions and other language to be included in WACs.
 Answering questions from other agencies regarding statutes regulating motor vehicle dealers and registered
tow truck operators.
 Handled complaint intake for entire state, delivering customer service to complainants statewide, handling
irate customers and respondents with tact and diplomacy, defusing difficult situations by explaining and
interpreting complex RCWs and WACs and the scope of authority of the Dealers program and the DOL,
determining which cases were civil matters and which were actionable by the Department. Assigning cases
to investigators using tracking tools in Excel. Trained two new staffmembers in all these processes,including
the use of program specific systems.
 Issuing of SOC’s, Agreed Orders, and Default Orders, arranging and attending settlement conferences,
tracking debt collection in Excel. Trained new staff member in all these processes.
 Rule interpretation: work with program administrator regularly to interpret and advise on bill language for
internal and external stakeholders. Attended partnership meeting with Washington State Patrol to establish
consistent standards for cooperative regulation and investigation.
 Rule making: Responsible for filing all forms and other required documents for rule writing, arranging and
recording public hearings.
Hurd Rolland Partnership, Manchester, United Kingdom August 2001 – September 2010

3. 3
Heidi Graham
Resume
Heidi Graham
EXECUTIVE ASSISTANT
■ Research, coordination and management of bids, presentations,and proposals for private and public sector
projects, resulting in the awarding of multi-million dollar projects to the firm. Coordination of bid team
comprising internal and external executives at various national consulting firms. Interviewing, hiring and training
of administrative support staff. Streamlined office procedures.Supervised administrative staff in support of two
Executives and team of up to 20 staff. Arranged meetings with outside consultants and liaised with government
officials. Acted on behalf of Executives to respond to inquiries via email, telephone and in person within scope
of authority. Handled confidential material and information using appropriate levels of discretion and sound
judgment. Creation of outgoing correspondence signed on behalf of Partners.
Highlights
 Coordination of logistics for practice conferences involving 45+ staff at three branches, including flights,
accommodation, tours,and meals. Handled reimbursement of travel claims for three executives who traveled
extensively across the country.
 Assisted in hiring processes, conducting interviews and making hiring recommendations.
 Produced numerous bids, tendering documents, presentations, and projected budgets for presentation to
government Ministry of Justice officials.
 Established sound working practices where many were absent,from electronic and hard copy filing systems
to calendar and project management (using Microsoft Project), to identifying the need for and establishing a
quality assurance systemfor technical document control and drawings, resulting in the firm being awarded a
nationally recognized QA certification.
 Facilitated meetings with management and staff, keeping focus and working to build a harmonious team
atmosphere.
 Maintained insurance documents and other contract requirements for contractors and teammembers.
Education
Leigh and Wigan College, Leigh, England
Microsoft Office Skills Certification
British certification in Microsoft Office Suite.