Customer Service Quality Assurance
Resume:
Kenneth R. Alford II
Washington, D.C. 20011
*****-********@*****.***
OBJECTIVE
To obtain a position where I can utilize my unique skill set and experience in communication, project management,
customer service, public relations, administration and education.
EDUCATION
University of Louisiana- Lafayette, Louisiana
Masters of Science Degree-Communication/Public Relations 2004-2007
University of Maryland- College Park, Maryland
Bachelor of Arts-Communication/Public Relations 1995-2000
Summary of Qualifications
Results oriented, high energy, hands on professional with experience in communication, customer
service, sales, marketing, public relations, administration and education. Most recent experiences
include ground floor, hands on customer support with a federal government training institution,
providing government clients with the highest quality of customer support, fully compliant with Office of
Personnel Management regulations and standards.
Major strengths include excellent communication skills, strong leadership, attention to detail, respect
for compliance and quality assurance, strong team player and a thorough knowledge of customer
support, marketing and public relations within private agencies and federal government organizations.
Have produced results in communication, customer service, media relations, marketing, sales and
education and remain passionate about these fields. Thorough knowledge of federal government
training curriculum and requirements for government employees in various fields. Extremely proactive
and passionate in the work environment. Skilled in maintaining order amidst chaos and ever-changing
challenges. Computer and Internet literate.
Professional Experience
Seven solid years in customer service, communication, public relations & education.
Excellent written & verbal communication skills.
Strong Ability to multi-task under pressure.
Knowledge of federal & state government training curriculum, regulations & requirements.
Proficient in all aspects of media relations.
Produced communication materials, including media guides, press releases & news articles.
Experienced in event management.
Advanced knowledge & proficiency in Microsoft Excel, Word, Access & Outlook.
Proficient with website maintenance.
Assisted patrons with troubleshooting basic website & IT issues.
Responded to the most customer inquires two consecutive years via phone, email & live chat in a call center
environment.
Processed course registrations via credit card, government purchase order & wired accounts.
Produced solutions for irate customers & handled escalated issues.
Performed light accounting duties and invoice research.
Served as the voice of Graduate School USA’s automated phone system.
Type 60 wpm.
Speak conversational Spanish.
Work Experience
Graduate School USA Washington, DC
Customer Support Representative, 2010 to present
University of Louisiana Lafayette, Louisiana
Graduate Assistant/Publications Coordinator, 2005 to 2007
District of Columbia Public Schools Washington, DC
Teacher, 2001 to 2004
Denver Broncos Englewood, Colorado
Media Relations Intern, 2000 to 2001
Library of Congress Washington, DC
Customer Service/Reading Room Assistant, 1997 to 1998
Professional Development
Project Management Certification Graduate School USA, Washington, DC/PMP Certification expected April 2014
Business Analysis Certification Graduate School USA, Washington, DC/Certification expected January 2014
Member of Public Relations Society of America
Member of National Association of Black Journalists
References Available Upon Request
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