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Customer Service Management

Location:
Maryland
Posted:
September 28, 2018

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Resume:

Professional Summary

Highly ambitious executive leader with a proven history in business and legal environments. Adept at developing cutting-edge business and legal strategies with a passion for providing the highest level of customer service and leadership. Areas of expertise include focused critical thinking and reasoning skills. Exceptional research, analytical and writing skills that mobilize project completion collectively or independently. Meticulous prioritization, organization and multi-tasking abilities to meet tight deadlines. Commitment to attain paramount results and generate solutions to complex assignments that demand relentless efforts, to bring permanent change and improvements to revenue and program goals.

Skills

Advanced Federal Income Tax Law Knowledge

Business Law and Contract Negotiation

Advance Fluency In Yoruba (Nigerian language)

Powerful Negotiator, Strong Written and Verbal Communication And Self-Motivated

Business Development, Data Management, Process Implementation

Risk Mitigation, Financial Management and Analysis

Project Management and Process Improvement

Performance Management and Quality Management

Risk Management Processes and Analysis

Work History

Executive Program Manager/ Contract Specialist, 05/2016 to 03/2018

DOC PREP LLC - BALTIMORE, MD

Executed and implemented clearly defined Change Management plans that supported a smooth transition with employees and stakeholders and resulted in increased employees and revenue.

Prepared and filled various legal documents including Credit repair, Managed Proposals, Immigration, Bankruptcy Chapter 7, Mortgage refinancing, and loans.

Experience with the proposal process in support of federal acquisitions.

Drafted and issued RPFs and RFQs to obtain competition to ensure that Federal requirements, prime contracts provisions, Uniform Guidance and Code of Federal Regulations and Company’s best interests are met.

Negotiated Subcontracts terms and agreements, non-disclosure terms and teaming agreements.

Increased Revenue by 25%, designed appropriate instruments to analyze the data.

Extensive experience with varying contract types: fixed-price, cost-reimbursable, time and material and incentive type contracts.

Federal Acquisitions Regulations (FAR), AR, GSA schedules and GWACs.

Obtained documents, contracts, clearances, certificates and approvals from local, state and federal agencies.

Supervising Agent/ Senior Financial Consultant, 12/2009 to 08/2015

AMERICAN INCOME LIFE INSURANCE AGENCY, COLUMBIA, MD

Oversaw over 500 accounts with 98% closing ratio and retention ratio.

Developed company visions and goals and changed management strategies to empower teams to grow as leaders.

Acquired, analyzed and negotiated contracts on behalf of Union Members.

Created and executed solutions that enabled the company and agents to exceed sales goals.

Mentored, hired, trained and prepared 20-25 agents to respond to customer complaints, inquiries and handle any troubleshooting duties.

Contributed ideas and offered constructive feedback at weekly sales and training meetings.

Engaged prospective, existing customers and business owners in their homes, businesses and other settings.

Law Clerk/Rule 16- Student attorney, 12/2012 to 04/2013

BALTIMORE CITY JUVENILLE JUSTICE CENTER, BALTIMORE, MD

Presented cases in front of the court and negotiated settlements with opposing counsel.

Provided legal assistance to supervising attorneys. Added and omitted charges on filing documents.

Ensured that Maryland’s state interests was protected and maintained the juveniles’ best interest.

Law Clerk, 01/2011 to 12/2013

MARYLAND ATTORNEY GENERAL OFFICE, BALTIMORE, MD

Mediator and Dispute Resolution Division

Consumer protection division.

Slashed caseloads by 90% while providing mediation to resolve complaints by consumers.

Law Clerk, 08/2011 to 12/2013

LAW OFFICES OF GALLAGHER AND HANSEN, BALTIMORE, MD

Immigration law and Family Law Division

Made recommendations on behalf of HIAS to the government.

Performed periodic reviews of changes in DHS-issued policies.

Drafted legal memorandum and affidavits’ for asylum seekers before DHS/USCIS asylum division and DOJ’s immigration court.

Produced legal documents such as briefs, pleadings, and appeals.

Provided legal support to asylum seekers, refugees and assylee in the United States.

Developed, researched and analyzed global refugee issues and crisis in support of HIAS international and advocacy projects.

Participated in DHS conference calls, local stakeholder meetings/hearings.

Assisted detained asylum seekers at detention centers and was present at court meetings.

Law Clerk, 01/2008 to 05/2010

ALLEGHENY COUNTY PUBLIC DEFENDER’S OFFICE, PITTSBURGH, PA

Deliberated with the mental health court judge, detectives and forensic social service case workers to identify appropriate treatments for clients.

Met and interviewed mentally challenged inmates in preparation for their hearing.

Conducted, detailed inspections and preserved confidential halfway house observations.

Documented assessments of inmates in spreadsheets and databases.

Law Clerk, 01/2008 to 12/2008

Criminal Defense Division

Received Security Clearance to make visitations to the Pittsburgh, Allegheny County Jail level 8

Transcribed dictations, prepared court cases, hearings and meetings.

Attended depositions and drafted summaries immediately afterwards.

Prepared witness, discovery, pleading, trial and exhibit binders for oral argument and depositions.

Law Clerk, 03/2007 to 12/2008

MYERS AND MYERS MEDICAL MALPRACTICE LAW OFFICES, PITTSBURGH, PA

Prepared court cases. Established and maintained files and records re-counting litigations.

Drafted, proofread, and edited legal documents.

Precisely controlled preservation of confidential information from clients and attorneys.

Discussed specifics of cases with attorneys and experts.

Certifications

Insurance Representative- Life, Health, and Accident, December 2009

Certified Negotiator/Mediator/Arbitrator

Conflict and Dispute Resolution Certification

Education

Juris Doctor, (JD) May 2016

UNIVERSITY OF BALTIMORE SCHOOL OF LAW, BALTIMORE, MD

Bachelor of Science in Psychology conferred April 2009

UNIVERSITY OF PITTSBURGH, PITTSBURGH, PA



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