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Customer Service Management

Location:
White Marsh, MD
Posted:
April 07, 2014

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Resume:

JUDAH DIONNE LAWRENCE

**** ********* **** ***# ***

Greenbelt, MD 20770 US

H: 240-***-**** C: 301-***-****

acdjw5@r.postjobfree.com

HOMELAND SECURITY

Performed essential duties in Homeland Security while gaining in-depth

experience in education. Exercised responsible judgment, dedication and

responsibilities in the Department of Homeland Security. Delivered

exceptional commitment to my studies while enhancing my overall ability to

adapt to very complex college classes. Distinguished individual capable of

delivering immediate results to DHS with a willingness to resolve complex

duties while bringing the best out of the agency. Maximized DHS trainings

and certifications that equipped me with the necessary knowledge to elevate

any agency with impeccable results.

EDUCATION AND CREDENTIALS

Kaplan University - Des Moines, IA

Master of Science in Homeland Security and Emergency Management

Summa cum Laude; GPA of 3.73/4.00

University of the District of Columbia - Washington, DC

Bachelor of Science in Sociology/Anthropology

GPA of 3.13/4.00

Core Competencies

Organizational Leadership ( Program Coordination ( Administrative Functions

( Records Management

Customer Service ( Client Relations ( Research & Data Analysis ( Office

Management ( Team Coordination

PROFESSIONAL EXPERIENCE

Environmental Data Resources ( Washington, DC

11/2012 - 11/2013

Research Associate

Performed research on city directories utilizing Library of Congress city

directories, as well as Polk's and Cole to assist clients in scanning

target streets and cross target streets, to determine condition of area

for development.

. Processed request forms and maintained records.

. Performed descriptive and multivariate statistical analyses of data,

using computer software.

. Verified the accuracy and validity of data entered in databases,

correcting any errors.

Zimmerman Associates, Inc ( Washington, DC

12/2011 - 05/2012

Library Technician

Handled transfer of specified bar-coded books to off-site storage, and

ensured basic data control including verification of the integrity of

holdings, location, bibliographic, and barcode data. Packed and scanned

books utilizing the BOXIT program.

. Performed retrievals of pre-1900s books and performed different types

of brittle to determine condition of material.

. Assisted in the implementation of NARA project, and conducted

verification on accuracy of book's biographical information through

Voyager database.

. Catalogued and sort books and other print and non-print materials

according to procedure, and return them to shelves, files, or other

designated storage areas.

Document Technologies ( Washington, DC

05/2011 - 11/2011

Production Specialist

Performed time study on requests involving copying, printing, scanning

and production. Maintained guest request forms and expense reports for

monthly copy jobs and incoming and outgoing packages.

. Processed incoming and outgoing mail and utilize UPS, USPS, and FedEx

services.

. Provided customer service while responding to inquiries on delivery,

loading and unloading of parcels, copied documents, and faxing and

guest requests.

. Computed prices for services and receive payment, or provide

supervisors with billing information.

Oce Business Services ( Washington, DC

10/2009 - 01/2011

Office Service Representative I

Handled copy jobs for various forms of documents including double-sided,

single-sided, and performed lamination, binding, and graphs development.

. Proofread completed request forms and ensured accuracy and completion

of copy requests and reports.

. Communicated with customers, employees, and other individuals to

answer questions, disseminate or explain information, take orders, and

address complaints.

Administrative Resource Options ( Alexandria, VA

09/2008 - 02/2009

Customer Service Representative I

Performed front desk functions including responding to customer

inquiries, answering telephone calls, and maintaining monthly expense

reports.

. Carried out-processing of outgoing and incoming mail and distributed

package services to the appropriate department.

. Maintain office stock inventory on a daily basis including ordering of

supplies and supplier negotiations.

Library of Congress ( Washington, DC

05/2005 - 08/2008

Library Technician

Managed reservations, circulations, renewals, and discharge of books and

other library materials.

. Organize and maintained books, periodicals and reference materials.

Prepared print and non-print library materials for inclusion in

library collections.

. Assisted patrons in finding and proper usage of library resources

including reference materials, audiovisual equipment, computers and

other electronic resources.

Certifications from Federal Emergency Management Institute

Fifteen Emergency Support Function Certifications

Three Incident Command System Certifications

One National Response Framework Certification

One Diversity Awareness 2013 Certification

One Civil Rights and FEMA Disaster Assistance, 2013 Certification

One Leadership and Influence Certification

TRAININGS

Critical Legal Issues in Criminal Justice

Research Methodology

Comparative Criminal Justice Systems

Crisis and Emergency Management Fundamentals

Homeland Sec Policies, Principles, Procedures, and Plans

Applied Research Project Capstone

Leadership in the Public Sector

Finance and the Administration of Public Funds

Crisis Intervention

Planning for WMD and Mass Casualty Crises



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