Customer Service Representative

Nikia Thompson

**** ******** **

Capitol Heights, MD 20743

Home: 301-***-****

Mobile: 301-***-**** ******@*******.***

Career Objective: To build upon and enhance my professional skills in a

dynamic organization that allows me to evolve in a professional manner.

Dependable and organized professional with over 14 years' experience in

project administration, customer service, data entry, database maintenance

tasks. Outstanding strategist distinguished for conducting detailed

evaluations of project management and database systems to ensure high

efficiency. Effective communicator with exceptional analytical,

administrative, technological, and project management skills.

Work Experience

Lockheed Martin/FAA/NISC

Silver Spring, MD

Aeronautical Information Specialist, June 2012-January 2014

. Provided administrative and data management support to the FAA Air

Traffic Organization's (ATO) Mission Support Services, Geographic

Services Group (AJV-22) at the National Aeronautical Charting Office.

. Provided the Terrain and Obstacle Data (TOD) Team and other government

offices with accurate and timely information.

. Evaluated, analyzed, researched and processed incoming data

. Contacted/interacted with others in an effort to acquire source /

documentation, rectify discrepancies in the data, and/or in response

to inquiries/special requests.

. Initiated contact with owners and various sources to confirm

information.

. Audited obstacle data to ensure duplicates are removed from the

database.

. Used Lotus to communicate and to set up meetings.

Regulatory Document Analyst, August 10, 2009 - June 2012

. Prepared biannual reports on major projects and assignments.

. Analyzed reviews, preprocessed and entered incoming obstacle

records into an Excel database and ensured the information provided

to visual charting and instrumental approach procedures teams are

accurate.

. Ensured a controlled documentation system, and information

services including electronic records retention process in

accordance with regulatory requirements.

. Interpreted and enforced all documentation formatting,

standards, policies and operating procedure requirements were met.

. Received, sorted and logged source data/inquiries through paper

and electronic means.

. Applied customer service skills and strong work initiative to

establish trust and a positive working relationship with FAA

customer.

. Used Lotus to communicate and to set up meetings.

Security Biometric Clearing Network/TSC

Alexandria, VA

Customer Service Representative, December 2005 - August 2009

. Managed multi-line telephone system; ensuring questions were

either answered or directed to the appropriate parties.

. Assisted in the scheduling, training and team building of

incoming staff members.

. Processed, scanned and filed fingerprint cards and updated the

database when necessary.

. Audited and corrected errors for the Aviation Security

Directive.

Lockheed Martin/GAO

Washington, DC

Data Content Specialist/Administrative Assistant, August 2000 - May 2005

. Managed large scale mailing projects for Congressional

recipients; updated client records to reflect changes.

. Used SQL to create auditing reports for department metrics.

. Utilized Excel to log and capture data for month-end statistical

reporting.

. Used search strategies to systematically review and correct data

captured in GAO's databases.

. Served as deputy to supervisor

Customer Service Representative, September 1999 - August 2000

. Processed fax, phone, e-mail, and mail orders from Congress,

government personnel, and the public for General Accounting Office

documents.

. Screened and forwarded calls to appropriate parties.

. Researched information provided by customers to locate specific GAO

documents.

. Served as deputy to supervisor.

Food and Drug Administration

Rockville, MD

Office Automation Clerk, June 1998 - January 1999

. Processed incoming and outgoing mail for office staff.

. Calculated, maintained and updated statistics for districts within

the Office of Regulatory Affairs, and Equal Opportunity

Office.

. Created spreadsheets, based on EEO requirements, to track statistics

for regional meetings and conferences.

Education

Montgomery College, Montgomery, MD

January 2012 Geography 101

Bowie State University, Bowie, MD

May 1999 Bachelor of Science, Business Administration

FAA TRAINING

July 2011 Departure Procedures (DP) and Standard Terminal Arrival (STAR)

class

July 2011 Overview of Flight Procedures Course

August 2011 Introduction to Aeronautical Chart Course

Skills

Administrative:

Microsoft Office Suite, Crystal Reports, standard office equipment,

Documentum, Adobe Acrobat Pro, Fox Pro, Access

Technical:

Google Earth Pro, Cloud service systems, ARC MAP, reading TOPO maps, ESRI

SQL, high familiarity with e-based database systems, Fingerprint database

In Vise ID

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