Customer Service Manager

Attn: Human Resources Department

I am seeking a challenging career with your company that will enable me to

utilize my specialized experience. I have a strong background in technical

support for computer technology and software applications. I also have a

comprehensive knowledge and work experience in the communications field to

include the areas of production, promotions, publicity, advertising,

research, and writing. I am also proficient in graphic design. My

interpersonal skills are complimentary to any team effort; and I assure you

that I will utilize this wide-range of knowledge to provide efficient

technical support to managers and customers.

With the desire for new challenges and creativity; also the ability to

maintain strong industry relationships, I can definitely ensure

satisfactory results for your company. You will find all of the necessary

knowledge, skills and abilities contained within my current resume.

If you have any questions, please feel free to contact me at the telephone

numbers listed. I look forward to hearing from you. Thank you in advance

for your time and consideration.

Enclosure,

Kenya Simpson

OBJECTIVE:

To obtain an opportunity within the Transportation Security Administration

that will allow me to demonstrate my ability to lead a diverse team of

professionals in a highly competitive and fast-paced environment.

EDUCATION:

Howard University, School of Communication

1993-2000

. Bachelors of Arts and Sciences Degree: Radio, Television, & Film

(Radio Production)

. Minor: Graphic Design.

SPECIALIZED SKILL:

. Typing proficient 40 words per minute.

. Prior Top Secret Security Clearance.

. Knowledge of discovering and stopping emerging transportation security

threats, utilizing state of the art technology.

Computer Skills: Knowledge of Windows and Macintosh Platforms, also

software including Microsoft Windows XP, Windows Vista, ME, 98/SE, 2000,

Microsoft Office Suite, Word Perfect, Word Processing. Knowledge of Oracle

Tops, FedEx, UPS, and United States Postal Service database, Working

knowledge of Reynolds + Reynolds and EDS automotive computer systems,

Graphic Design: Knowledge of a wide variety of computer graphic software.

Proficient in utilizing: Adobe graphic suite including, Photoshop,

Illustrator, Flash, and Fireworks, Corel, U-Lead, and Power Point.

Production: Ability to utilize any sound medium including Pro Tools, DSE,

SAW, Cakewalk, Cool Edit, DGS, Sound Forge, players, recorders, and effect

units. Knowledge and ability to produced commercial spots for WPGC 95.5,

I.M. Music Corporation, MECCA Clothing, Eargasm Music, Drama Sports, and

Top Level Promotions. Creative ability to write scripts, jingles, and

songs. Understanding of audio recording and editing for broadcast.

WORK EXPERIENCE:

TRANSPORTATION SECURITY ADMINISTRATION

04/2008-Present

Transportation Security Officer, Northern Virginia,

Leadership:

. Chosen to serve as ACTING LEAD based on exemplary performance.

Monitor, direct, and rotate duties of 24 or more screening personnel

to ensure established goals and priorities are met. Gain compliance,

teamwork, and cooperation. Maintain an open line of communication

between Supervisors and Transportation Security Officers. Make

responsible decisions regarding prohibited and hazardous items.

. Served as a MENTOR based on my knowledge of Standard Operating

Procedures. Monitor, guide, and inform newly recruited screening

personnel to ensure established goals and priorities pertaining to the

Standard Operating Procedures are met. Maintain an open line of

communication between Leads and Supervisors.

. Elected to serve as a Network Intelligence Officer based on

outstanding performance. Disseminate information gathered from the

Field Intelligence Officer (FIO) at DCA to 40 screening personnel

including transportation screening officers, leads, supervisors, and

managers to expand the knowledge and threats of dangerous individuals,

objects and incidents abroad.

Security Screening:

. Perform thorough screening of individuals and baggage at extremely

busy checkpoint.

. Detect unusual behavior in passengers and perform additional screening

based on Standard Operating Procedures.

. Identify dangerous objects on passengers and/or in baggage or cargo,

and preventing these objects from being transported onto aircraft

based on Standard Operating Procedures.

. Discover and stop emerging transportation security threats, utilizing

state of the art technology.

. Operate, calibrate, and perform alarm resolution on diverse electronic

detection and imaging screening equipment including the X-Ray Machine,

Explosive Threat Detection, Cast Scope, Passenger Engagement,

Explosive Detection System, Walk through Metal Detector, Hand Wanding,

Fraudulent document and identification systems, Color Metrics, Liquid

Saber tester and Hand Held Metal Detector.

. Assist in monitoring the flow of passengers through the screening

checkpoint to facilitate the orderly and efficient processing of

passengers.

. Oversee most transportation-related responsibilities of the Federal

government during a national emergency.

Customer Service/Communications:

. Inform passengers of the rules and regulations to help them through

the screening process quickly and less stressfully. Confidently

interact with agitated passengers with a calm and professional voice.

Treat each passenger with respect, and assist them with their

individual needs.

. Engage with passengers assisting with any concerns as well as detect

unusual behavior based on Standard Operating Procedures.

. Maintain communication with stakeholders and passengers.

. Deliver important time sensitive information to other Passenger

screeners, Leads, and Supervisors via daily briefings.

. Maintain close communication with supervisors about any issues that

might reveal a weakness or vulnerable area of security screening.

. Assist management and Law Enforcement Officers (LEO) with inquiries,

briefing

information, or investigations that may be initiated against a

regulated party; participates in information briefings concerning

sensitive information.

. Disseminate Unclassified or FOUO (For Official Use Only) information

throughout the workforce in a timely manner as a Network Intelligence

Officer.

. Participated in information briefings concerning security sensitive.

Multi-Tasking:

. Concurrently perform task at hand while maintaining acute domain

awareness.

. Adapt and respond to continuous changes in the Standard Operating

Procedures and to the diverse needs of the passengers.

. Work between DCA and spoke TSA procedures at the same time thus

obtaining certifications in screening of passengers and their

accessible property as well as screening of their checked baggage.

. Train team members, monitoring and reporting on the status and

progress of work, and represents the team in communications with the

supervisor or manager for the purpose of obtaining resources (e.g.,

computer hardware and software, etc.).

Accomplishments/Awards:

. Hand-picked by supervisors to serve as part of an airport-wide

screening team for the 2009 Presidential Inauguration.

. Certificate of Appreciation from Federal Security Director as one of

few Officers to participate in color metrics training.

. Certificate of Appreciation from Intelligence Coordinator for

outstanding knowledge, teamwork, and guidance in the Network

Intelligence Officer program.

. Hand Picked by supervisors to participate in Cobra screening

evaluation.

. Hand-picked by supervisors and management to participate in the

Network

Intelligence Officer Program.

. Acknowledgement for teamwork, guidance to others, flexibility,

knowledge, skills and performance, 2008.

. Appreciation acknowledgement for catching a "Red Team" IED test, 2008,

2009.

VENDING PLUS INC.

2006-2008

Account Merchandiser, Bowie Maryland,

Management:

. Replenish account vending machines.

. Protect and dispose of perishable products.

. Maintain, count, receive, balance and safeguard cash and other

negotiable items according to established policies and procedures to

ensure validation of company assets.

. Maintain the safety and proper storage of perishable products while

operating vehicle.

. Maintain daily time schedule while transporting products to areas in

connection with company accounts.

. Observe safety rules and regulations while operating commercial vans

and trucks to

determine the safest route for product replenishing.

. Update and maintain vehicle inventory records and submits receipts and

other documents related to the installation of new and/or replacement

parts, services or equipment to accounts payable.

. Maintain on-going log for vendor supplies.

Multi-Tasking:

. Pick up and deliver light office equipment, office collectibles, and

supplies.

. Sort and place perishable products in storage areas at work sites.

. Oversee vehicle fuel and oil services and checks the fluid, air and

battery levels.

. Ensure cleanliness and perform light interior maintenance and cleaning

daily.

. Maintain good work performance in a high-paced environment.

Customer Service:

. Develop and maintain strong working relationship with customers and

associates.

. Resolve customer discrepancies promptly and professionally.

. Demonstrate flexibility/consistency for satisfying customer demands

while following business procedure guidelines.

COMCAST COMMUNICATIONS INC.,

2004-2006

Advanced Services Technical Support, Mid Atlantic Region (Washington

D.C.,

Maryland, Virginia)

Technical:

. Troubleshoot for various problems with Comcast High Speed Internet,

Home Networking, and Digital Voice Phone Service, such as no dial

tone, call quality, cable modem and wireless connectivity issues;

escalates advanced troubleshooting problems to technical support group

when appropriate.

. Initialize mail clients, configuring TCP/IP setting and browsers.

. Proficient with numerous operating systems such as Windows XP, Windows

Vista, Windows 2000, Windows NT, Windows ME, Windows 98, and Windows

95.

. Provide customer education and troubleshooting for Comcast high speed

internet and Comcast digital phone. Including technical support for e-

mail, operating systems.

Multi-Tasking:

. Serve as a sales representative for Comcast High Speed Internet (CHSI)

products and services.

. Perform billing and posting of customer accounts.

. Obtain assistance from Coordinator or Supervisor for complex

inquiries.

. Assist co-workers with internet initializing and disconnection

concerns when needed.

. Prepare work orders for maintenance requests after determining if

field visits are required, and ensures appropriate follow-up

procedures are met.

. Maintain accurate problem call tracking in a Remedy Helpdesk ticketing

system.

. Maintain and coordinates interdepartmental communications Ability to

work overtime, as needed.

Customer Service:

. Develop and maintain strong working relationship with customers and

associates.

. Resolve customer discrepancies promptly and professionally.

. Demonstrate flexibility/consistency for satisfying customer demands

while following business procedure guidelines.

. Handle incoming telephone calls, covering limited range of customer

services in a prompt and professional manner, obtaining all

information for resolution of transactions.

. Maintain call center sales goals.

. Answer customer questions regarding billing, service problems.

. Correct errors and discrepancies on customer billings as necessary.

. Resolve delinquent account balances.

. Represent Comcast in professional and positive manner in all

situations.

BUSINESS PLUS CORPORATION,

2003-2004

Contractual Administrative Assistant, Mail Clerk Manager for the

United States Secret Service/Department of Homeland Security,

Washington, D.C.

Leadership:

. Chosen to serve as Chief mail clerk assistance based on exemplary

performance, I was elected to monitor, direct, and train newly

recruited personnel to ensure established goals and priorities are

met. Gain compliance, teamwork, and cooperation. Maintain an open line

of communication between Supervisors and management personnel. Make

responsible decisions regarding time-sensitive material, confidential

and urgent packages to be distributed and received.

Multi-Tasking:

. Distribute Interoffice Mail, Xerox, fax orders to customers, deliver

and/or retrieve

. outgoing/incoming mail and parcels.

. Demonstrate maintain good work performance in a high paced and

confidential environment.

. Execute tasks under supervision such cross training new employees,

maintaining inventory logs and other documentation.

. Prepare and arrange parcels for delivery and pick-up.

. Enter confidential information into appropriate database systems.

. Track and maintain all in-bound and out-bound parcels.

. Handle time-sensitive material, confidential and urgent packages

expeditiously.

. Answer incoming and outgoing calls.

Customer Service:

. Develop and maintain strong working relationship with customers and

associates.

. Resolve customer discrepancies promptly and professionally.

. Assist customers and associates with any questions and concerns.

. Manage and process daily in-bound and out-bound deliveries.

. Refer to policies and procedures of the USSS/DHS for mail processing.

. Demonstrate flexibility and consistency when satisfying customer

demands while

following business procedure guidelines.

AMERICA'S CASH EXPRESS,

2001-2003

District Center Manager, Mid-Atlantic Region, Washington, D.C.

Leadership:

. As the District Center Manager my Multi-Unit Leadership

responsibilities were but not limited to training newly recruited

associates procedures and policies under banking financial guidelines.

As well as to training new associates I was responsible for

motivating and moral encouragement for career advancement. Daily I

implemented different tactics and problem solving situations for

situational awareness.

Management:

. Oversee daily center operations. Review, interpret and act upon

reports including but not limited to: Trend Report, Combined Income

Statement, and CTP.

. Maintain good work performance in a high paced environment.

. Manage controllable expenses through proper staffing, utility usage,

janitorial and maintenance service and inventory of non-cash supplies.

. Maintain and mange central location budget.

. Manage and process daily deliveries.

. Track and maintain all in-bound and out-bound profits.

. Manage company associates.

. Monitor Payday Loans and Check Cashing.

. Provide and market company services, including but not limited to:

check cashing, loans, utility and other bill payment transactions,

money order sales, wire transfer services, postage stamp sales, and

distribution of other financial services.

. Meet and exceed center budget goals. Achieve profit maximization

through application and control of expenses.

Multi-Tasking:

. Perform opening and closing procedures, including but not limited to:

preparing bank deposits or re-deposits, investigating and resolving

report discrepancies, and verifying money in the cash drawer and safe.

. Supervise, monitor and direct service associates on operations and

customer service issues.

. Follow security and safety policies and procedures in order to

maintain a safe working environment; protects company assets and, most

importantly, the employees.

Customer Service:

. Cash checks using established risk analysis avoiding return items as

much as possible.

. Resolve customer inquiries promptly and professionally.

. Assist customers with any questions and concerns.

. Develop and maintain a strong working relationship with customers.

References upon request

Contact this candidate