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Manager Customer Service

Suitland-Silver Hill, Maryland, 20746, United States
August 31, 2017

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Resume of

Serena Scott

Community Advocate - Self Employed

District Heights, MD 20747 - 301-***-****

Educated - Professional - Detailed Oriented - Experienced - Adaptable - Determined


Community Advocate

Self Employed - District Heights, MD - 2012 to Present

Residential In- Home Child Care Provider/ HOA Hosting Associate. Main responsibilities were neighborhood watch corner meetings and volunteered street meetings

● Plan and prepare meals for the children

● Perform children's shopping in partnership with, or according to directives from the parents

● Read early learning children books and conducted interactive plays on the books for follow up and retention skills.

● Organize play activities for the children and accompany them to activities outside the home environment ● Keep the kitchen and its environs neat and in good condition during work hours

General Center Manager

FedEx Office - District Heights, DC - 2010 to 2012

Coordination and Supervision - coordinate, manage and monitor the workings of various departments in the organization

● Financial - review financial statements and date. Utilize financial data to improve profitability. Prepare and control operational budgets. Control inventory. Plan effective strategies for the financial well being of the company

● Best Practices - improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures

● Production - coordination and monitor the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitor performance and implement improvements. Ensure quality of products. Manage quality and quantity of employee productivity. Manage maintenance of equipment and machinery. Provide technical support where necessary

● Sales, Marketing and Customer Service - manage customer support. Plan and support sales and marketing activities

Operations Manager

Borders Books & Music - District Heights, DC - 2006 to 2010

Human Resources - plan the use of human resources. Organize recruitment and placement of required staff. Establish organizational structures. Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance

● Communication - monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions

● Review and reconciled P&L (Profit and Loss Statements)

● Improve the operational systems, processes and policies in support of organizations mission -- specifically support better management, business process and organizational planning ● Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance) through improvements to each function as well as coordination and communication between support and business functions

● Play a significant role in long-term planning including an initiative geared toward operational excellence

● Oversee overall financial management planning, systems and controls

● Development of individual program budget to funding sources, including calculation of completed units of service

● Payroll management including tabulation of accrued employee benefits

● Organization of fiscal documents and regular meetings with employees and member of management

● Supervise and coach office manager on a weekly basis Operations Manager

CompUSA - District Heights - 1996 to 2006

Direct annual budgeting and planning process for the organization's annual budget with EO

● Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals

● Manage day to day processing of accounts receivable and payable using QuickBooks producing reports as requested

● Reconcile monthly activity generating year-end reports and fulfilling tax related requirements

● Assist Executive Director and Board in creating annual organizational budget and monitoring cash flow

● Manage grantor contracts and reimbursement expenses

● Maintain Intersections archival and administrative files

● Administer payroll and employee benefits and organizational insurance


Criminal Justice

University of Washington D.C


Excellent Management skills, office software skills. 1


Operations Manager of the year 3 years in a row

December 2005

I won Operations Manager in store operating goals 3 years in a row. I was selected out of 15 Operations Managers each year.

Awarded highest store audit results 7 times

Awarded free vacation to the Bahamas for selling all clearance items in less than time given to sell them Awarded a HP laptop for lowest store inventory shrink numbers per year

Awared one week extra vacation for meeting and exceeding payroll to plan numbers (p&l) numbers in line



July 2009 to Present

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