Customer Service Training

TRACY PATEL

**** ***** **** *****, **** #G-***. LAUREL, MD . 20724

PHONE: 202-***-****(MOBILE)

E-MAIL: abimbs@r.postjobfree.com

US CITIZEN: YES

SECURITY CLEARANCE: YES

HIGHLIGHTS OF QUALIFICATIONS

As a focused Training and Staff Development professional, combining

technical knowledge with functional experience, interpersonal skills to

eliminate account base erosion, and teamwork to successfully integrate

technologies and achieve business objectives. Known for working and

communicating with clients and customers to satisfy their expectations and

also committed to quality service. Sets well-defined and realistic

professional and personal goals; monitors progress and is motivated to

achieve; and manages own time and deals with stress effectively and at

ease. Maintains accountability and motivation in order to set a positive

example to subordinates and peers alike and motivated, goal oriented with a

solid track record in Meeting and Event Planning, Customer Service, and

Organization Management. Core competencies include:

Integrity & Honesty Conscientiousness

Stress Tolerance Attention to Detail

Flexibility Team Work and Leadership

Reasoning Interpersonal Skills

Writing Customer Service

Problem Solving Manages and Organizes Information

Self-Motivation Accounting

Listening Decision Making

Critical Thinking Communication

Creativity Team Player

Client-Management Development Multi-task Oriented

Training and Staff Development Types 60 WPM/10 Keys (by touch)

Research Analysis Inventory Management

PROFESSIONAL EXPERIENCE

NASA GODDARD SPACE FLIGHT CENTER (March 2009 - June 2010)

Greenbelt, MD

Job Title: Training Coordinator/Project Support Specialist

Hours worked per week: 40 hrs.

> Serve as a training liaison to three Sr. HRDS (Human Resource Development

Specialist) and two Career Counselors by developing Federal courses in

SATERN which is a system for administration, training and educational

resources that both civil servants and contractors have access to.

> Day to day I track, market and advertise courses for Resource and

Finance, Safety and Health, Engineering and Career development throughout

NASA.

> Scheduling one on one appointment's with Goddard employees to meet with

Career Counselors, registering employees for upcoming courses and

workshops.

> Respond to inquires regarding enrollment, maintaining attendance records

and completion of each course.

> Process procurement requests for on-site training in the dollar amount

ranging from $2500 up to $25000 and forwarding to NSSC (NASA Shared

Services Center) for approval. Track budget spending and prepare periodic

reports as requested.

> Prepare requisitions, purchase orders and modifications for procurement

of training, vendors, equipment, supplies, and services. Tracks purchases

and reconciles billing documents using an automated system.

> Negotiate price quotes with various vendors for upcoming courses/training

and prepare the necessary information needed for instructors to have

access NASA such as welcome letter, directions, loading and visitor's

badge.

> Update course approval list and notify learners via email when

notification are modified and approved by their program manager.

> Monitor status of course registration, printing and circulating the

course roster at the beginning of each class. Properly open and close the

classes, introducing instructors and providing information about the

center to the learners.

> Collaborate with the training facility and/or conference room

administrators across the organization to schedule and handle course

logistics such as reserving rooms for meetings and events, classroom set

up, AV equipment and receipt and dissemination of course materials.

> Collects and compile information in response to internal and external

requests; and maintains subject matter and case files while utilizing a

wide range of software and automation equipment to support office

functions.

> Receives and reviews all incoming correspondence documents for format,

grammar, and punctuation ensuring deadlines are met.

> Manage a high-volume workload within a deadline-driven environment.

Summarize course evaluations reports using excel spreadsheets for each on-

site training course.

PSS TITLE/HAMLIN & BUTLER LAW FIRM (April 2004 - January 2009)

Lanham, MD

Job Title: Executive Assistant/Paralegal

Hours worked per week: 40 hrs.

> Served as an Executive Assistant/Settlement Coordinator to the

owners/operations attorneys by coordinating and scheduling client visits;

prepared and/or arranged meeting agendas and conferences.

> Make all necessary travel arrangements, while ensuring that all travel is

in compliance with the proper procedures and guidelines. I consult and

confer directly with travelers and/or their assistants, to complete

travel arrangements in a timely manner as requested.

> Maintained supervisor's appointment calendar and scheduled appointments.

> Handled high volume, multi-line telephone by screening all calls.

Independently determined the need for office supplies based on

inventories and staff requests.

> Handled filing materials, maintained and designed office filing systems.

> Independently composed a wide variety of recurring internal reports and

documents from information obtained from the staff, files, and other

sources.

> Reviewed and analyzed outgoing correspondence for format, grammar, and

punctuation.

> Notarized legal documents for clients and mortgage lenders; composed and

distributed inter-departmental memorandums (e-mail, voice and

documentary); ensuring timely delivery and receipt of important

information while maintaining confidentiality.

> Printed and distributed settlement checks to the proper payees; resolving

any outstanding financial or legal issues.

> Prepared and analyzed legal documents such as Deeds, Deeds of Trust and

correspondences for recording in the Land Records of the various counties

throughout MD, DC and VA.

> Created and managed a computerized database/case tracking system to

track, monitor and retrieve information in order to respond to customer's

needs and request. Generated closed file/records management policies and

procedures for employees to follow.

> Successfully marketed and networked with outside agents and brokers in

order to increase business for PSS Title/Hamlin & Butler, Law Firm.

CENTURY TITLE & ESCROW (May 1998 - April 2004)

Rockville, MD

Job Title: Administrative Support/Settlement Coordinator

Hours worked per week: 40 hrs.

> Provided assistance with the pre-settlement processing of files,

including ordering title, payoff and typing binders.

> Processed Maryland, Virginia and Washington DC sale and refinance

settlement files.

> Organized and instituted a system to coordinate effective pre-closing and

post-closing task, scheduling closings for upcoming settlements.

> Served as a customer service liaison between brokers, loan officers,

agents and Century Title & Escrow operations attorneys.

> Disbursed and balanced settlement cases, including distributing

settlement checks to proper payees; resolving outstanding disbursement

issues.

> Independently prepared and reviewed legal documents for recording in the

Land Records of the various Circuit Courts.

> Researched and resolved unreleased Deeds of Trust issues and other

outstanding pre and post closing matters.

> Provided administrative support, including handing high volume of

telephone calls, distributing mail, filing materials, maintained and

designed office filing systems, reviewed outgoing correspondence for

format, grammar, and punctuation.

> Ordered office supplies, faxed, copied and scanned documents and

correspondences.

EDUCATION

BOWIE STATE UNIVERSITY, Bowie, MD

Attended from May 1996 to May 1998

MONTGOMERY BLAIR HIGH SCHOOL, Silver Spring, MD

General HS Diploma

Graduated: June 1996

TECHNICAL SKILLS

Environment: Windows 95, 98 & XP

Software: Microsoft Office Suite (Word, Excel, PowerPoint,

Access, Outlook), WordPerfect, Lotus 1-2-3, Lotus Notes, Adobe,

Title Express, Satern, SAP, Fed traveler

Internet: Netscape, Microsoft Internet Explorer

Accreditations

And Licenses: Notary Licenses 2001 - present

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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