Customer Service Human Resources

Louis C. Wilson III

***** **** ***** ***** ***** Marlboro, MD 20774 202-***-****

*********@*****.***

Experience Summary

Over four years of work experience which includes using analytic skill to

close gaps in procedures and performance. Competent in Human Resources

procedures, researching impact oriented data, gathering employee feedback,

analyzing data points, and presenting recommendations to refine procedures.

Expertise in the facilitation of one-on-one conversations and group

settings to gather information for improving performance. Experience

involves assisting in the coordination of multi-functional teams, providing

excellent customer service to diverse personnel, and writing effectively.

Committed to assuming responsibility, providing quality work, and

maximizing resources.

Core Competences:

. Project Management

. Customer Service

. Adaptability/Flexibility

. Interpersonal Skill

. Research

. Talent Management Knowledge

Professional Experience

09/13 - Present Prince George's County Public Schools, Technical and

Support Staff Greenbelt, MD

In-School Suspension Coordinator

. Design In-School Suspension Center (ISSC) processes and

procedures to align with the overall goals of the school.

. Create training content to deliver character building

courses within the ISSC to development skill and close

performance gaps.

. Gather feedback from employees on procedures to increase

efficiently of the ISSC.

. Sit on the School Pride Committee to assist with creating

buy-in for new initiatives.

. Deliver services to assist with the improvement of skills

in interpersonal and academic arenas.

01/13-08/13 American Diabetes Association, Human Resources, Talent

Management Alexandria, VA

Talent Management Intern

. Analyzed data-driven research and employee feedback to

enhance the on-boarding process by increasing

organizational support in a mid-size company with

recommended short term refinements.

. Designed surveys and conduct focus groups to collect

quantitative and qualitative feedback data on HR: Talent

Management programs from employees to improve upon HR

procedures.

. Collaborated with a cross-functional team to develop an

internal procedure, design an all staff resource to improve

organizational effectiveness and increase efficiency.

. Designed Talent Management Articles to increase

organizational awareness of Talent Management's initiatives

which drive employee engagement, development, and

retention.

. Drafted memoranda, business articles, reports, and

PowerPoint presentations to communication critical

information about the assessment of programs, project

results, and make recommendations.

. Trained new hires on organizational information, resources,

and processes during monthly New Employee Orientation

program.

2009-2012 Affordable Behavior Consultants, Inc., Analytical Support

Staff Upper Marlboro, MD

Psychological Rehabilitation Specialist

. Trained, coached, mentored, and provided crisis

interventions to 25+ rehabilitation cases with successful

improvements in 80% of cases.

. Facilitated rehabilitation group sessions to collect

qualitative data to improve on decision making, self-care

management, communication skill building, and tolerance

building which increased productivity towards reaching

rehabilitation goals.

. Gathered information, analyzed specific mental

capabilities, and observed behaviors to identify

appropriate solutions by using therapeutic techniques to

improve performance.

. Coordinated and collaborated with multi-functional team of

social workers, school officials, and therapists to ensure

alignment of activities by scheduling meetings to

discussion projects.

. Built relationships with internal and external stakeholders

with excellent customer service and interpersonal skill.

06/04-08/04 The United States Secret Service, Personnel

Division Washington, DC

Intern- Human Resources

. Maintained and filed confidential folders with sensitive

file information.

. Provided excellent customer service and assist the

employees on special projects.

. Provided administrative assistance to department.

. Interpreted organizational regulations and policies.

. Built relationships with internal stakeholders with

excellent customer service and interpersonal skill.

Leadership Activities

8/12- 9/12 Ukraine: Corporate Social Responsibility - Study Abroad Program

Lugansk, Ukraine

Group Leader- Lugansk Regional Group of Mediation Project

. Coordinated work among project team successfully to submit

project proposal within a tight deadline.

. Built relationships with internal and external stakeholders

with excellent customer service and interpersonal skill.

. Tracked workload and progress of team to ensure on-time

delivery of project.

. Developed strategic and budgetary options for the project.

Skills

Proficient in Microsoft Office Suite including Outlook, Excel, PowerPoint,

MS Word and SPSS

Type 45 words per minute

EDUCATION

The Chicago School of Professional Psychology

Washington, DC

M.A. in Industrial/Organizational Psychology

Norfolk State University

Norfolk, VA

B.A. in Psychology

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