Customer Service Human Resource

PROFESSIONAL PROFILE

Dedicated professional with over 15 years of strong management and administrative skills. Great at managing employees and ensuring all business goals and objectives are reached. Proven record of problem solving with the ability to meet deadlines in a time sensitive environment. Excellent time management skills, plus a great team player with strong communication and customer service skills. Proficient in Microsoft Office Suite who is a team leader, can adapt to change, and thorough negotiation skills.

EXPERIENCE

Office Manager November, 2014 to Present

Full Circle Martial Arts Academy, Capitol Heights, MD

Develop department goals, objectives and systems in alignment with company’s budgets and vision

Participate in administrative and management meetings to ensure open communication across operational, financial, and Human Resource functions

Organize, plan, assign and delegate work assignments by creating schedules, allocating and prioritizing workloads to meet company’s monthly goals and deadlines

Work closely with finance department to ensure all funds are accounted for and tracked accurately

Provide reports and analyses for territory/production activity, market data, etc. as requested by CEO monthly

Prepare communications strategy and implementation plan including calendar of activities, goals, evaluation, budget, and timelines for employees

Benefits Specialist October, 2010 to Present

LegalShield, Mitchellville, MD

Create workshops and educate employers about the importance of Voluntary Legal Benefits for employees and their families

Provide monthly workshops on financial literacy and identity theft prevention to small business owners.

Educate and recruit new business partners by introducing the advantages of entrepreneurship

Develop and motivate team members and provide ongoing professional guidance and direction

Provide free workshops on identity theft for employees and their families

Director of Operations December, 2010 to July, 2012

New Columbia Enterprises, Washington, DC

Conducted in depth interviews to qualified applicants and gained insight on work experience, skill match and salary requirements

Managed the daily operations, budgets, and ensured effective customer service within the company

Planned, assigned and delegated work assignments by creating schedules, allocating and prioritizing workloads to meet company’s monthly goals and deadlines

Read and interpreted Federal RFP's, RFI’s, RFQ’s, IDIQ’s, etc.

Developed specific proposal sections to include technical, management, staffing, quality, executive summaries and past performance as required

Coordinated with human resources team in forming and training 28 employees across functional departments

Case Manager May, 2009 to July, 2010

Athelas Institute, Columbia, MD

Performed monthly client centered assessments of the individual's needs, and developed a plan of services and actions for 78 clients

Monitored daily incident reports case notes, log notes, medication sheets, monthly progress notes, and account ledgers

Maintained clients’ files and records, documented social histories according to the Department of Disability regulations for auditing standards

Served as a point of contact for clients, families, team members, administration, finance, health information management and other departments to ensure that all clients’ issues were addressed

Prepared and analyzed financial statements and postings to balance general ledger accounts in accordance with Department of Social Security for clients

Prepared and analyzed financial statements and posting to balance general ledger accounts in accordance with Department of Social Security, in order to continue receiving their benefits

Leasing Agent July, 2008 to June, 2009

Clark Realty, Washington, DC

Coordinated with building engineers regarding regular electrical and mechanical maintenance of the property

Conducted comprehensive monthly inspections of the building to include tenant occupied and vacant spaces

Monitored the overall physical conditions of the property, identified any risk management issues, and ensured quality of services provided to over 500 tenants

Resolved disputes including tenant evictions and late payment demands

Managed weekly statistical traffic reports by maintaining company's database to track leased and vacant apartments

Prepared and executed lease documents, handle customer service requests and residential issues in a timely manner

Human Resource Specialist July, 2006 to May, 2007

Ratner Companies, Vienna, VA

Worked closely with human resources specialist providing HR support for recruitment, staffing and classification of assignments

Prepared correspondence, responded to HR inquiries, files, monitored deadlines, scanned documents, and reviewed forms for accuracy and assisted with the processing of new employees

Followed strict legal guidelines and regulations while dealing with matters such as work discrimination and worker’s compensation issues from employees

Verified time off requests for over 2000 employees, and kept track of vacations and sick time

Point of contact to verify status of candidate screening, including background, credit, and reference checks

Handled employee issues such as work discrimination and worker’s compensation cases

Wire Transaction Coordinator March, 2001 to October, 2004

JPMorgan Chase: Tampa, Florida

Handled a high volume of incoming and outgoing calls, e-mails and faxes from corporate brokers and personal bankers

Professionally and independently address client’s complaints and offer solutions when needed, while adhering to the bank’s complaint monitoring process

Ensure confidentiality of client information and minimize risk by following the bank’s authentication process

Delivered excellent client service by responding to client inquiries and service requests in a reliable, responsive, empathetic and competent manner

Ensured all settlements for wire transfer instructions were entered properly into the Bank of New York’s Clearance Fed Wire Transfer and ACH system and completed by end of business

Completed incident reporting, case notes, log notes, medication sheets, monthly progress notes, and account ledgers

EDUCATION

Northwood University, Tampa, FL

BA in Business Administration, 2004

University of Maryland University College

Master’s Degree in Project Management, 2017

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