Customer Service Training

Suzanne P. Johnson

*** *. ******** #**, ****, AZ 85201

***********@*****.***

480-***-**** home

480-***-**** cell

CORE STRENGTHS

* Extensive experience in office administration and project management.

* Advanced abilities in writing, editing, transcription and document

creation.

* Proficient in MS Office Suite, HTML coding, and Adobe PhotoShop;

typing speed 75 wpm.

* Strong background in teaching and customer service.

* Highly organized and detail-oriented.

EXPERIENCE

Alarm Response Agent - Bay Alarm Company, Oakland, CA

7/2010 - 4/2011

. Conducted regular patrols of residences and commercial establishments

in marked vehicle.

. Responded to alarms and assisted police as requested.

Roving Security Officer - Landmark Protection, Berkeley, CA

2/2009 - 4/2010

. Responded to emergency calls within 3 minutes to secure the safety of

staff and property at Lawrence Berkeley National Laboratory.

. Conducted patrols of grounds and buildings, proactively identified

safety and security issues.

. Escorted visitors on and off site to ensure their safety on access.

. Manned the site gates allowing authorized Laboratory staff and

visitors access to the Laboratory per DOE policies.

. Conducted preliminary investigations and wrote incident reports to

document incident facts, including recommendations to prevent future

incidents.

. Managed hotline for incoming emergency calls and dispatched officers

and/or emergency personnel as needed.

Executive Assistant - NuStar Energy, Crockett, CA

1/2006 - 11/2008

. Monitored and documented implementation of health, safety and

environmental policies.

. Liaised with management and local, State and Federal personnel on

regulatory compliance, security and training issues.

. Responsible for executive travel arrangements and expense accounting.

. Handled local contractors and invoicing.

. Researched issues for managers and outside agencies.

Lead Bookseller - Barnes and Noble, Emeryville, CA

10/2002 - 11/2005

. Ensured prompt customer service, handled complaints, responded to

product information requests.

. Responsible for training and supervision of seasonal hires.

. Maintained merchandising standards in high-volume department

Curriculum Developer and Internet Docent - Richmond (CA) Public Library

1/2000 - 2/2001

. Served on team developing a training curriculum for beginning users of

public access computers at library.

. Conducted training workshops on Internet use and Windows software.

. Tutored individual library patrons on drop-in basis.

Senior Research Associate - Alcohol Research Group, Berkeley, CA

10/1995 - 4/1999

. Responsible for team coordination and research design and

implementation on three-year study of federal alcohol policy.

. Conducted in-depth interviews with public and private sector

representatives.

. Developed and implemented software systems for data transcription,

storage and analysis.

. Wrote and edited research reports, presented findings at professional

conferences.

. Trained and supervised three research associates in data analysis and

report writing.

EDUCATION

M.A., Sociology, University of California, Berkeley

B.A., Sociology, State University at Albany, New York

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