Customer Service Management

Catherine M. Strieby

**** ******* ******, ********, ** 21046

mobile: 410-***-**** email: *********@*****.***

Experienced Office Administrator/Customer Relations Specialist with over ten years’ in the consultant services industry for local and private entities, as well as state and municipal government agencies. Executive office experience includes legal, public and emergency response agencies, providing management training, and customer interaction service skills. These positions have required being a reliable, organized, team player adept at independently managing multiple responsibilities simultaneously with little or no supervision. Responsibilities have also required creating, updating, utilizing and maintaining multiple filing systems both electronically and hard copy. Proficient in Microsoft Office Suite with advanced training in Microsoft Outlook and Power Point. Other softeware skills include Adobe Professional; Vesta, CAD and Alteris View; Ariba Buyer, Law Manager and eJustice; gXRS and Corporate Travel Online; Net Meeting, Corporate eRooms and DOS-based programs and databases. Typing speed 60WPM and can function and operate all office machinery.

EDUCATION AND SKILLS

University of Maryland Baltimore County; University of Maryland University College: Relevant Courses include: Upper level Business Management; Introduction to Accounting; Introduction and Advanced Micro/Macro Economics; Statistics for Business/Economics; Introduction and Advanced Sociology; American Government and Advanced Literature and Creative Writing

University of Long & Foster / October 2006 / Principles and Practices of Real Estate Course Certificate

Expert Microsoft Word 2013 skills: Setting up font styles, headings, captions, page setup, TOCs, tables, inserting graphics, creating quick styles, and more. Using best practices to maximize content on page in compliance with customer expectations and company branding styles.

Superior organizational skills: Document and file management, email and contact list management, action item and to- do lists.

Superior communication skills: Professional in-person business relationships; excellent email, phone and text communications methods. Ability to know the appropriate level of professional vs. conversational tone and style depending on the communication medium. Comfortable speaking with executive and senior level management teams.

Superior schedule management skills: Ability to manage multiple calendars and resolve conflicts. Setting and managing appointments, online meetings, conference calls. High performance with tight deadlines and working under pressure. Ability to give clear, concise directions and organize large volumes of information.

RELEVANT PROFESSIONAL EXPERIENCE

Leasing Consultant/Bookkeeper Maryland Management, Baltimore, MD 12/2016-Present

Develop and maintain professional relationships with prospective and current residents by providing ongoing customer service and administrative support throughout the entire leasing process.

Responsible for accurately preparing confidential lease documents, resident letters and related paperwork by possessing a thorough knowledge of all office applications and leasing processes.

Provide clerical support; including answering phone calls from prospects and residents, entering/closing work order requests, recording and responding to messages, complete a daily follow up list and filing all resident paperwork and correspondence.

Responsible for overall accuracy of all account receivables including, posting of payments received from all applicants and tenants, processing and reconciling daily credit card and check transactions and researching previous payments for errors. Performs collection tasks on accounts to minimize delinquency and tenant evictions.

Public Safety Assistant Montgomery County Police Department, 4th District, Wheaton, MD 07/2014-11/2016

Public Safety Communications Specialist II Montgomery County Police Department, ECC, Gaithersburg, MD 01/2012-07/2014

Public Safety Call Taker II Montgomery County Fire and Rescue, ECC, Gaithersburg, MD 11/2009-12/2011

Responded to requests/inquiries from citizens who walked in/called in to the police station seeking emergency and routine information and assistance. Explained police regulations, policies, and procedures regarding arrest and or traffic violations to the general public.

Dispatch priority and routine calls, maintain statuses of officers, broadcast lookouts from multiple jurisdictions, and use NCIC(meters) and eJustice to run wanted and or stolen inquiries on tags and persons.

Responsible for answering, conferencing, transferring and processing incoming Emergency and Non-Emergency calls for MCPD, MCFRS, in a constantly changing, fast paced call center environment.

Assisted police officers with requests by accessing various files and computers systems to process tow truck dispatch, obtain motor vehicle and driver information, stolen and recovered property and look up addresses, phone numbers, locations or run criminal and MVA browses and/or histories.

Intake and initial process of information on wanted persons, both criminal and traffic warrants, who voluntarily turn themselves in or are detained by an officer in the field by obtaining and clarifying identification including name D.O.B and physical descriptors then confirming the person is wanted. Also took confidential, written reports from the public for matters not requiring a police officer. Wrote reports as well as warrant/summons interview reports and supplements using specialized software.

Utilize Vesta, CAD and Altaris View simultaneously to process and dispatch calls correctly and efficiently.

Possess the ability to communicate effectively with officers in the field as well as other agencies, neighboring counties and utility and transportation resources.

Provided a high quality of customer service by calming hysterical callers, multi-tasking, prioritizing calls, being aware of resources and surroundings while staying calm and professional under pressure.

Senior Legal Secretary Marriott International Inc, Corporate Law Department, Bethesda, MD 10/2007-01/2009

Provided secretarial support for two corporate in-house attorneys.

Maintained attorneys' calendars, scheduled meetings, conference calls, made travel arrangements and processed expense reports in a timely manner.

Responsible for screening telephone calls; handling matters not requiring the attorneys’ attention; refer calls to other appropriate parties for handling and assist in phone coverage for team members.

Interfaced with clients and outside counsel to coordinate case management, assignments, responses, and filing deadlines.

Executive Level Administrative Assistant Johnson & Johnson, Corporate Law Department, Washington, DC 04/2001-9/2007

Provided executive administrative support to three senior level corporate in-house attorneys.

Functioned as a liaison to business colleagues, in order to maintaining office flow.

Duties included scheduling and updating calendars, arranging travel reservations, registering for meetings and seminars, preparing expense reports, processing confidential invoices, and creating/maintaining four separate filing systems simultaneously.

Responsible for proofreading, formatting, and sending out confidential letters to Government entities by the assigned deadlines.

Customer Service Representative MCI Worldcom, Hunt Valley, MD 12/1999-12/2000

Responsible for handling and resolving incoming calls from local customers and prospects by trouble shooting, problem solving, and effectively managing time.

Assisted my supervisor with daily duties, weekly training presentations, and supervising the team in her absence.

*References available upon request

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