Customer Service Quality

Louis J. Ricciardi

*** *** **** **., ********, New York 11214

Cell: 954-***-****

E-mail: ********@****.***

____________________________________________________________________________

____________________________________________

Key Qualifications

. Knowledge in conflict analysis, resolution and peace education

. Trained in mediation, negotiation and facilitation

. Experienced in working on difficult, complex and intractable conflicts

where relationships are involved

. Developed cultural awareness and sensitivity to be "culturally"

appropriate in working with diverse populations of people in diverse

settings

. Experienced in organizational development and project management

. Experienced in conducting social research, analytical and thematic

work

. Knowledge, understanding, and application of conflict management

intervention processes including models, techniques and tools such as

mediation, facilitation, negotiation, and dispute systems design.

. Proficient in Microsoft word, power point, and excel

____________________________________________________________________________

____________________________________________

Education Master of Science in Conflict Analysis and Resolution

September 2008-February 2011

Nova Southeastern University, Ft. Lauderdale, Florida

Bachelor of Arts in English August

2003-May 2007

Roanoke College, Salem, Virginia

____________________________________________________________________________

___________________________________________

Internships Safe Horizon Mediation Center, Brooklyn, New York

September 2009-April 2010

Mediation observation of neighbor disputes, landlord-tenant

disputes, family disputes, school-related issues, workplace

disputes, and community-wide disputes. Worked with juvenile

delinquents in the Truancy Reduction Alliance to Contact

Kids (TRACK program). Trained and have conducted domestic

violence screenings and interviews. Other experiences

within the Safe Horizon Mediation Center are as follows:

Brooklyn Criminal Court, Brooklyn, New York

November 2009-April 2010

Court Dispute Referral Center (CDRC) - Evaluated citizen

complaints and provided an immediate and clear appraisal of

the dispute, suggested various courses of action, and

recommended appropriate venues for the dispute.

Brooklyn Civil Court, Brooklyn, New York

January 2010-April 2010

Mediated small claims cases such as landlord/tenant leases,

money claims between merchant and consumer, and monetary

agreements between family members or acquaintances.

Kings County Supreme Court, Brooklyn, New York

February 2010-April 2010

Consulted with divorcing couples in matrimonial court to

resolve their differences through mediation.

____________________________________________________________________________

___________________________________________

Work Experience Financier Patisserie, New York, New York

February 2011-Present

As a Barista priorities are to deliver legendary customer

service to all customers and maintains a calm presence in a

fast-paced, challenging environment. Provide quality

beverages, whole bean and food products while following

health, safety and sanitation guidelines. Develop new

employees into Baristas preparing them for other corporate

stores.

Burrata's Bakery and Pizza Bar, New York, New York

October 2010-January 2011

As Shift Supervisor responsibilities were to lead the night

shift by managing other Baristas, keep track of inventory,

ensure profitability, advised customers on purchases and

provide excellent customer service, developed reputation

for prompt, efficient service with high level of accuracy,

and maintained thorough knowledge of store merchandise.

Starbucks Coffee Co., Ft. Lauderdale, Florida

May 2006-July 2009

Developed enthusiastically satisfied customers all of the

time, provided quality beverages consistently for all

customers, maintained quality store operations, contributed

to store profitability, and took responsibility to learn

all aspects of the barista position.

____________________________________________________________________________

____________________________________________

Certifications Columbia University School of Law Mediation Clinic,

New York, New York January 2010

Apprenticed with and sponsored by Safe Horizon Brooklyn

Mediation Center to train as a mediator by Columbia

University School of Law Mediation Clinic.

____________________________________________________________________________

____________________________________________

Community Roanoke Review, Salem, Virginia

September 2005-April 2006

Service & Extracurricular As editor priorities were to review and then

consider, correct and arrange fiction, non-fiction, and poetry entries for

a Activities national literary magazine.

Habitat for Humanity, Columbia, South Carolina

October 2003-March 2007

Traveled with the college chaplain Rev. Paul Henrickson to Columbia,

South Carolina to build homes for families in need of

decent shelter who receive just mortgages with affordable

loans.

Contact this candidate