Shernise T. Newman

Capitol Heights, MD ***** 301-***-**** ac8nnn@r.postjobfree.com

Career Overview

To obtain a position within a progressive organization that would utilize my skills & experiences as well as provide professional growth in a new direction to empower today’s global society.

Qualifications Profile

Insightful, technology-driven Telecommunication Specialist with a background managing and maintaining telecommunications systems and equipment.

Adept in expanding IT capabilities by acquiring and overseeing Telecommunication services and analyzing reliability and usability. Negotiate configurations and provisioning for High Capacity Circuits Complex services for ISDN-BRIs/PRIs, Transparent Lan Services, Sonet Rings, VON, DSL all of which are High Capacity Circuits.

Dedicated Service Representative for IBM, WALT DISNEY, ASSOCIATED PRESS, FANNIE MAE and WASHINGTON POST.

Dedicated Communications Representative for WHCA, EOP, OAS, DITCO, DISA, and WORLD BANK.

Skilled in conducting thorough investigations, evaluating vendor systems and performance, and collaborating with various teams and specialists to resolve disputes.

Identify customer needs and requirements, administer technical advice, coordinate telecommunications activities, and prepare FRDs, SOPs, SOWs, SORs, RFIs, and SLAs.

Skilled in Complex Orders to support WITS and Federal Tariff Government customers.

Extensive knowledge of systems to include, but not limited to ExpressTrak, Service@once, CABS, Sharepoint, RequestNet, as required for provisioning of services for the Federal Government.

Coordinator for Presidential Trips, for WHCA.

Excellent interpersonal skills to foster and fortify partnerships with high profile clients, liaise, between departments, and interface with diverse clientele.

Strong project management talents; capable of leading teams to complete projects within strict time and budget constraints.

Served on each Inauguration Committee being the gate keeper for WHCA, DISA AND DITCO since George W. Bush received certificates and invitee to Inauguration ceremony.

Participate in Mentoring Program for Project Management; acted as Project Coordinator.

Professional Experience

DEPARTMENT OF HOMELAND SECURITY- FEDERAL EMERGENCY MANAGEMENT AGENCY

EMERGENCY MANAGEMENT SPECIALIST, 9/2017 - PRESENT

HYATTSVILLE, MARYLAND

Serves as the primary point of contact for persons inquiring about disaster assistance by telephone. Conducts telephone interviews with disaster victims who have been affected by a declared disaster.

Assists applicants by telephone, determines applicant needs, and provides instructions and referrals to appropriate disaster programs, community resources, and other Federal agencies, as appropriate.

Provides information and explanations of Housing Assistance, Other Needs Assistance Grant, and other programs to applicants.

Conducts verification activities to determine eligibility of applicants for disaster assistance through direct contact with applicants, to gather and disseminate information.

Processes applicant cases, re-certifications, audits, and recoups and lodging reimbursement from disaster assistance applicants.

Trained in and assisted with completion of the following projects Info control. These projects consisted of review of the file, contacted to applicant and processing request as found determined.

Completed training successfully in Helpline tier 2, FEMA Manual Determination, Implement Insurance information, Incoming Mail, Returned Mail and Duplicate Investigation.

Experienced in the utilization of the following agency application Web NEMIS, NEMIS, C3MP, EMPOWER, DMARTS, WEBTA, SOP and PPM’s.

UNITED STATES POST OFFICE

Mail Clerk, 10/2016 –01/2017

ROCKVILLE, MARYLAND

Performed a variety of clerical duties in mail processing and retail/customer services to support day to day operations.

Sorting packages for delivery to carriers

Distribute mail for P.O. BOX customers

Sort Mail, Packages for return to senders, or the

Sort & Distribute incoming/outgoing Mail

Great and Assist customers in the lobby with self-service machines in purchasing postal products.

UNEMPLOYED

December 2015

Accepted Early Voluntary Package offer spent time with parents and took that time to prepare for job market.

Hiatus for about 3 months.

Actively searched for Resume writer, took classes.

Begin sending out Resumes.

Verizon Communications INCORPORATED

Communications Representative, 4/2004 – 12/2015

SILVER SPRING, MARYLAND

Manage consistency and quality of communications; provide customers with quotes and services, respond to inquiries, and ensure receipt of resolutions in timely manner. Prepare and implement contracts reflective of pricing on requested products. Oversee projects by reviewing tasks and completion of activities via conference calls. Drive customer satisfaction by expanding knowledge of services as per obligated agreement by conducting on-site visits. Maintained Department of Defense Security Clearance expired 8/21/2018.

Increase information technology (IT) capabilities at cost-effective prices by instituting complex services and negotiating configurations for ISDN-BRIs/PRIs, Transparent Lan Services, Sonet Rings, VON, DSL all of which are Complex Capacity Circuits.

Interface with high profile government clients; DITCO, WHCA, EOP, WORLD BANK, OAS, discuss services and resolve communication inquiries, one on one contact with agencies liaisons.

Ensure office practices and procedures are continually updated and adhered to by liaising with Sales and Business Office.

Verizon Incorporated (Formerly Bell Atlantic), Maryland/Silver Spring, MD

Service Representative, (8/1998 – 4/2004) 9/2000 – 4/2004

WASHINGTON, DISTRICT OF COLUMBIA

Hand selected to manage high profile customers.

Handled daily requests from new and existing customers for installations, disconnections, and changes in communication systems/services.

Processed billing claims and adjustments after in-depth investigation of billing inquiries.

Oversaw customer term pricing contracts per service agreements for communications services sold and maintained documentation for future reference.

Sustained communications with internal departments and various telecommunication companies via telephone, email, and fax. Operated computer terminal and utilized multiple systems.

Process Media Circuits Media group; Analog and Data Circuits for assigned Media outlets, i.e. ABC, Associated Press, Washington Post. Numerous commendations for my customer service skills.

Contributed to resolving customer services and billing rates, disputes, and policies in accordance with local tariff jurisdiction rates; thoroughly reviewed custom contracts.

Determined customer needs and concerns and provided training on operating telephone equipment by conducting on-site visits on monthly basis with sales team.

Consultant, 8/1998 – 9/2000

Adjusted billing issues and interacted with internal departments via telephone. Performed customer negotiations while retrieving customer information per multiple computer systems. Established new services, disconnections, or changes in telephone services by working with customers.

Increased customer satisfaction by investigating inquiries regarding bills, rates, and policies and implementing resolutions.

Accomplished office objectives by assisting new consultants with complex orders and negotiations.

Andrews Office Products

Customer Service – Furniture Department, 9/1996 to 5/1998

Landover, Maryland

Liaised between Sales Representatives and customers to resolve matters concerning order processing, follow-ups, and a spectrum of issues. Verified product information including availability of products, pricing, delivery, product substitutions, and related elements. Maintained library of contract and government sales literature.

Served as first-point-of-contact with customers; processed orders, provided billing services, and conducted problem analysis/resolution.

Aramark Magazine and Book Services, Inc.

Vendor Payable Clerk, 11/1995 to 6/1996

Bladensburg, Maryland

Ensured vendor invoices complied with applicable purchase orders, were complete/accurate, and facilitated payment of vendor invoices. Improved vendor satisfaction by researching and resolving account issues, complaints, and disputes. Assisted Accounts Receivable (A/R) Department with processing customer remittances. Aided with inventory control and supply management; ordered and purchased office supplies/equipment. Improved efficiency of operations by organizing and updating filing systems.

Compiled accurate monthly accruals and reports for senior management and provided general administrative support including telephone coverage and photocopying.

Previous positions include Credit Customer Service Representative – Furniture at Woodward and Lothrop and

Administrative Assistant at PA & IRA Financial Planning Services.

Educational Background

Broome Community College;

marketing/SALES - no degree

Binghamton, NY

Skills: Advance Microsoft Office, Customer Service Outlook, NEMIS, WEB I, and QuickBooks

Advance Microsoft Office

Customer Service Training

Active Shooter

Operations Security Fundamentals

Emergency Preparedness for Federal Employees

Six Sigma Improvement Techniques

Certificates:

06/2018

Successfully completed on line training and received certificates in: Six Sigma Improvement Techniques, IS-450 Emergency preparedness for Federal Employees, Active Shooter, and Operations Security Fundamentals.

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