Customer Service Management
Resume:
JUDAH DIONNE LAWRENCE
Greenbelt, MD 20770 US
H: 240-***-**** C: 301-***-****
*****.********@*****.***
HOMELAND SECURITY
Performed essential duties in Homeland Security while gaining in-depth
experience in education. Exercised responsible judgment, dedication and
responsibilities in the Department of Homeland Security. Delivered
exceptional commitment to my studies while enhancing my overall ability to
adapt to very complex college classes. Distinguished individual capable of
delivering immediate results to DHS with a willingness to resolve complex
duties while bringing the best out of the agency. Maximized DHS trainings
and certifications that equipped me with the necessary knowledge to elevate
any agency with impeccable results.
EDUCATION AND CREDENTIALS
Kaplan University - Des Moines, IA
Master of Science in Homeland Security and Emergency Management
Summa cum Laude; GPA of 3.73/4.00
University of the District of Columbia - Washington, DC
Bachelor of Science in Sociology/Anthropology
GPA of 3.13/4.00
Core Competencies
Organizational Leadership ( Program Coordination ( Administrative Functions
( Records Management
Customer Service ( Client Relations ( Research & Data Analysis ( Office
Management ( Team Coordination
PROFESSIONAL EXPERIENCE
Environmental Data Resources ( Washington, DC
11/2012 - 11/2013
Research Associate
Performed research on city directories utilizing Library of Congress city
directories, as well as Polk's and Cole to assist clients in scanning
target streets and cross target streets, to determine condition of area
for development.
. Processed request forms and maintained records.
. Performed descriptive and multivariate statistical analyses of data,
using computer software.
. Verified the accuracy and validity of data entered in databases,
correcting any errors.
Zimmerman Associates, Inc ( Washington, DC
12/2011 - 05/2012
Library Technician
Handled transfer of specified bar-coded books to off-site storage, and
ensured basic data control including verification of the integrity of
holdings, location, bibliographic, and barcode data. Packed and scanned
books utilizing the BOXIT program.
. Performed retrievals of pre-1900s books and performed different types
of brittle to determine condition of material.
. Assisted in the implementation of NARA project, and conducted
verification on accuracy of book's biographical information through
Voyager database.
. Catalogued and sort books and other print and non-print materials
according to procedure, and return them to shelves, files, or other
designated storage areas.
Document Technologies ( Washington, DC
05/2011 - 11/2011
Production Specialist
Performed time study on requests involving copying, printing, scanning
and production. Maintained guest request forms and expense reports for
monthly copy jobs and incoming and outgoing packages.
. Processed incoming and outgoing mail and utilize UPS, USPS, and FedEx
services.
. Provided customer service while responding to inquiries on delivery,
loading and unloading of parcels, copied documents, and faxing and
guest requests.
. Computed prices for services and receive payment, or provide
supervisors with billing information.
Oce Business Services ( Washington, DC
10/2009 - 01/2011
Office Service Representative I
Handled copy jobs for various forms of documents including double-sided,
single-sided, and performed lamination, binding, and graphs development.
. Proofread completed request forms and ensured accuracy and completion
of copy requests and reports.
. Communicated with customers, employees, and other individuals to
answer questions, disseminate or explain information, take orders, and
address complaints.
Administrative Resource Options ( Alexandria, VA
09/2008 - 02/2009
Customer Service Representative I
Performed front desk functions including responding to customer
inquiries, answering telephone calls, and maintaining monthly expense
reports.
. Carried out-processing of outgoing and incoming mail and distributed
package services to the appropriate department.
. Maintain office stock inventory on a daily basis including ordering of
supplies and supplier negotiations.
Library of Congress ( Washington, DC
05/2005 - 08/2008
Library Technician
Managed reservations, circulations, renewals, and discharge of books and
other library materials.
. Organize and maintained books, periodicals and reference materials.
Prepared print and non-print library materials for inclusion in
library collections.
. Assisted patrons in finding and proper usage of library resources
including reference materials, audiovisual equipment, computers and
other electronic resources.
Certifications from Federal Emergency Management Institute
Fifteen Emergency Support Function Certifications
Three Incident Command System Certifications
One National Response Framework Certification
One Diversity Awareness 2013 Certification
One Civil Rights and FEMA Disaster Assistance, 2013 Certification
One Leadership and Influence Certification
TRAININGS
Critical Legal Issues in Criminal Justice
Research Methodology
Comparative Criminal Justice Systems
Crisis and Emergency Management Fundamentals
Homeland Sec Policies, Principles, Procedures, and Plans
Applied Research Project Capstone
Leadership in the Public Sector
Finance and the Administration of Public Funds
Crisis Intervention
Planning for WMD and Mass Casualty Crises
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