Customer Service Human Resources

Darlene Williams-Prades

*** **** ******

Silver Spring, MD 20910

abkdbg@r.postjobfree.com 414-***-****

PROFESSIONAL EXPERIENCE

Ethics Management

In charge of handling case employee external work related events load

. Responsible for analysis and communication of employee work related

external events to ensure research was free of conflicts of interest.

. Worked closely with employees to provide crucial advice on laws and

regulations.

. Performed financial analysis to ensure that the event does not place the

governmental employee in a compromising position.

. Tracked agency performance for deputy director to provide and

understanding if employees would meet or exceed financial perimeter

. Ensured research was conflict-free and results were available to the

public.

. Conducted intake of various cases, investigated actions of researchers to

ensure no conflict of interest with the organization then forwarded to

the director for final approval upon completion of research screening and

clearance.

. Analytical Data Entry of all evaluated events of various governmental

researchers, and their staff and screening.

. Maintain confidentiality of the clients and the employee while handling

sensitive materials

Site Security Supervisor

. Oversaw 300,000 square foot information system site for prominent client

and several security employees.

. Managed seven facilities and over 75 employees and clients including all

their financials

. End to end responsibility including operations, marketing, strategy,

financing, creation of company culture, human resources, hiring, firing,

compliance, safety regulations, sales and PR.

. Met all state, local and federal requirements for the supervising and

monitoring of a private contracted site.

. Performed new hire, discipline and termination counseling with

employees

. Completed shift reports in a timely and accurate manner.

. Attended weekly corporate meetings to provide insight on improving

security.

Willingly accepted new assignments.

Assigned location for security team and monitored movements of

those on-site.

Provided supervisor with relevant information reports.

Maintained financial, medical and weekly records of all clients.

Responsible for payroll

Handled all in-house human resource issues before needing to

forward to human resource representative for further action.

Performed evaluations and disciplinary actions of employees.

Handled all client, case worker, and guardian complaints;

Investigated all allegations of an inappropriate nature.

Daily data entry of financials, appointments, events and other

external data

Made calls to generate new clients, handed out business cards,

created "buzz."

Data entry of all clients, financials, daily events, scheduling,

and external data

TQM manager

Teaching

. Responsible for multiple students and their educational actions at

various grade levels.

. Provided daily interactive, engaging and intellectually stimulating

instruction to students in grades kindergarten to six at a private school

level.

. Assisted in the planning of suitable and educational internal and

external activities for students weekly.

. Responsible for twelve male juveniles and provided training and

assistance in learning proper life skills for these young men to

integrate back into society.

Customer Service

. interact with customers to provide information in response to inquiries

about products and services

. handle and resolve customer's complaints

. assist individuals interested in opening accounts for various

. they gather information by phone or in person

. utilized multiline telephones, fax machines, copier, printer, scanner and

personal computers.

Security

. Maintained employee logs and order on site.

Prepared attendance reports, security reports and incident

reports.

. Deterred negative unlawful behaviors.

. Prepared attendance reports, security reports, and incident reports.

. Train new employee and re-train current employees

.

ADR Program Assistant

Liaison for internal and external mediators.

Schedule all internal and external mediation for EEOC mediator of San

Diego, CA.

Prepare files and coordinated with all attorney representative to assure

prompt and professional mediation if possible.

Assisted lead mediator in the facilitation of contracts and signage for all

mediations in the Southern California area.

Became a certified mediator in January of 2000 via the mediation center in

Costa Mesa, CA.

Performed internal and external mediation with the expressed permission and

support of the director of the San Diego EEOC

Performed as the payroll manager by maintaining leave schedules, time

keeping, filling-out of time sheets, and reporting to the director for all

approvals.

Worked in coordination with all departments of EEOC San Diego and Los

Angeles.

Facilitated scheduling of mediations.

Provided primary customer service support relating to invitation and

scheduling of parties to participate in Alternative Dispute Resolution

program.

Serves as central coordinator for all ADR customer service requests,

inquires and concerns

Receives and distributes all information to the public regarding ADR and

establishes mediation program, training, technical assistance seminars,

services, and as appropriate, initiates the processing of responses to

customer service requests

Maintained and update all files, computer, and on-hand information for use

in generating invitations to mediate, confirmation letters, schedules,

calendars, notices, reports, and contracts for internal and external

mediators as required.

Maintain all logs of incoming and investigative cases being forwarded.

Maintained respondent and charging pay data files until the case was

resolved.

Facilitated mediations, primary mediator, co-mediated, and resolved EEO

issues between employees and employers. Coordinated with the respondent,

charging party, head mediator and all attorneys involved with all cases.

Scheduled all mediation and their locations.

Coordinated with corporate counsel in resolving all grievances.

Worked those with disabilities to facilitate a positive mediation

experience. Assist in the bargaining phase of mediation.

Assisted in the location and allocation of external mediators.

Maintained all paperwork and scheduling as the payroll clerk of the San

Diego office Federal EEOC employees to include all annual and sick leave

accounts and any other scheduling properties.

File, fax, type, and coordinate agreement.

Scheduled all external and internal mediations.

Co-mediated or facilitated external and internal mediation with EEOC

mediators and freelance mediators of Orange County, California.

Worked as volunteer mediator for the Westminster Smalls Claims Court in

conjunction with the Mediation Center of Orange County.

Disseminate all correspondence, scan, and compute all pertinent data.

EDUCATION/CERTIFICATION

Walden University, - Baltimore, MD

Doctorate Business Administration - International Business

Degree Candidate: January 2012

Strayer University, Minneapolis, Minnesota

Masters of Business Administration -Human Resources Management

August 2008

Bowie State University, Bowie, Maryland

Bachelor of Arts Degree - Broadcast Communications/Creative Writing

June 2001

Riverside Community College, Riverside, California

Associate Degree - Small Business Management

June 1995

CERTIFICATION/LICENSES

Total Quality Management

United States Air Force

May 1983/June 1984

Travel Representative/SABRE

ACT Travel Training School

November 1989

Certified Customer Service Representative

1999

Certified Mediator

2000

Institutional Review Board Certification

2010

EMPLOYMENT HISTORY

June, 2009 - September, 2009 Ethics Specialist, National Institute of

Health, Bethesda, MD

August, 2008 - June, 2009 Assistant Teacher, Bowie Christian School,

Bowie, MD

March, 2008 - June, 2008 Milwaukee Regional Administrator, Community

Living Arrangement, Milwaukee, WI

November, 2005 - June, 2007 Site Security Supervisor, Securitas Security

Services, Atlanta GA

Lobby Security, Temecula, CA

October, 2004 - January, 2005 Child Care Provider, Ettie Lee, San

Bernardino, CA

March, 2004 - June, 2004 Accounting Clerk, EG&G, Inc., Gaithersburg, MD

January, 2002 - October, 2004 CEO, Forty-one Productions, Inc., Clinton,

MD

February, 2002 - October, 2003 Administrative Assistant, JHT, Inc.,

Orlando, FL

August, 1999 - November, 2000 ADR Program Assistant, EEOC, Washington, DC

and San Diego, CA

December, 1989 - June, 1999 Customer Service Representative, Air Tran

Airways

August, 1995 - July, 1996 Information Transfer Specialist, AB Floyd, Inc.,

Bethesda, MD

June, 1994 - June, 1995 Media Assistant, Riverside Community College,

Riverside, CA

January, 1982 - July, 1985 Administrative Specialist, United States Air

Force, Honolulu, HI

PROFESSIONAL AFFILIATIONS

January, 2010 - Current Member, Society of Human Resource Managers

August, 2010 - Current Member, American Legion

VOLUNTEER SERVICE

Muscular Dystrophy Golfing Caddie-1982-83

Boys & Girls Club Team Mom-1995-1999

Maryland Film Festival-2000

REFERENCES

Available upon request

Contact this candidate