Customer Service Management

[pic]*** Dennis Magruder Drive . Upper Marlboro, MD 20774

301-***-**** . ********@*****.***

Solutions-focused MBA Candidate specializing in Hospitality & Tourism

Management, eager to offer experience directing strong teams, developing

strategic programs, cost-effectively monitoring budgets, and providing

world-class customer service toward maximizing an employer's bottom-line

performance.

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Core Competencies

Administrative Support Customer Service

Strategic Analysis / Planning

Process Improvement Relationship Management

Workflow Prioritization

Team Building / Coaching Budget / Expense Control

Regulatory Compliance

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EDUCATION & Affiliations

M.B.A. (Projected 2012, Hospitality & Tourism Management Emphasis) Strayer

University

B.A., English (Graduated 2000) Bowie State University

Member, National Association of Black Hotel Owners, Operators and

Developers

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Professional Synopsis

Compass, Silver Spring, MD 2010 - Present

Customized Employment Program Developer

. Apply creative talents to locate community jobs for developmentally

disabled individuals, by creating employment strategies and social

activities for 35 individuals.

. Designed and implemented customized employment plans and goals for

individuals and care providers.

. Supervised, arranged and organized the schedule and work assignments of 1

employee.

. Schedule and attend meetings with community organizations, direct care

providers, individuals and house managers.

. Conduct document audits to monitor accuracy and compliance with company

policy and federal standards.

. Direct solutions-focused project support to house managers and

prioritizes tasks to meet objectives and priorities.

Melwood Horticultural Center, Upper Marlboro, MD 2009 - 2010

Skills Instructor (2010)

. Successfully designed and developed employee development curriculum

models for departmental use.

. Minimized employee turnover and provided coaching and training that

resulted in promotions for 2 employees.

. Supervised up to 8 individuals within designated community work sites.

. Inspected and evaluated work of custodial employees to ensure adherence

to strict government standards.

. Cultivated valuable relationships with management and organizational

staff and minimized employee turnover.

Training Counselor (2009)

. Prepared 30 adults with disabilities for successful employment by

developing innovative and interactive employee development trainings and

workshops.

. Served as a mediator and negotiator for disputes between individuals and

staff members.

. Remained current on employment trends and economic developments that

affected target population.

National Medical Association, Washington, DC 2008 - 2009

Publications Assistant

. Collaborated in the formatting, production, and development of content

for association journal with 40,000 subscribers.

. Selected artwork and advertisements to be featured in journal based on

space and subject matter requirements.

. Managed department convention budgets and cost-effectively selected

vendors to remain under association budgets.

. Analyzed, proofread and edited publishing contracts and internal policies

for accuracy.

. Earned recognition for research efforts and meticulously maintained five

publication databases.

National Association of College & University Attorneys, Washington, DC

2001 - 2007

Membership & Administrative Services Assistant

. Built and sustained superior customer service as a primary contact for

members on eligibility requirements, benefits, and policies.

. Attained a 97% retention rate for 3 consecutive years due to excellence

in member relations.

. Tracked membership statistics, trends, and annual conference sponsorships

in a membership database.

. Advised association management on matters such as internal policies that

advanced association's strategic plan.

. Selected colleges and universities to market products and services, and

sent promotional materials for distribution.

Keisha T. Bishop

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