Customer Service Manager

MARY L. SINGLETON

**** ****** ****** **** **. Ct., Capitol Heights, MD 20743 Cell: 240-***-**** email: ************.**@*****.***

Administration/Office Management/ Customer Service /Hospitality

PROFESSIONAL PROFILE

• Organized professional with 15 years’ experience in, Executive Administration, Office

Management, Clerical Support, Customer Service and Hospitality. Proficient in handling

simultaneous projects and meeting deadlines. Proven ability to interact effectively with

clients, staff and vendors at all levels.

• Friendly and helpful attitude; frequently sought out by associates and superiors for

expertise and feedback.

• Highly skilled in: Windows 2010 (Excel, Word, PowerPoint, Access, and Outlook),

Internet, MRIS Data Base, Tiny Term Data Base. Adept at learning new computer

software.

PROFESSIONAL EXPERIENCE

UNITED STATES CONFERENCE OF CATHOLIC BISHOPS, Washington, DC 12/2007-5/2014

REFUGEE RESETTLEMENT CASE SPECIALIST

Reviewed case bios including free and family reunification to determine placement, priority, and

accuracy of coding. Ensured dioceses sponsor verification of cases in a timely manner and in

accordance with the internal assurance specialist due date.

• Guaranteed all documents were prepared and submitted to Refugee Processing Center

(RPC) accurately and in timely manner.

• Acted as liaison between dioceses and the Refugee Processing Center and ensured

case records reflected final flight arrival information.

• Kept informed of all case developments in a pro-active manner; obtained medical and

case assurance waivers as necessary; coordinated waivers, secondary transfers, and

placement exceptions with the Supervisor of Case Management.

• Processed and updated medical care and case interview information as necessary.

• Certified pre-and post-arrival Suitability Determinations were completed on time and

copies were in appropriate case file; coordinated with Children Services for refugee

minor suitability assessments and followed-up as needed.

• Assured pre-arrival cases, prepared assurances, prepared reports as Diocesan needed,

prepared amended list Report, and upload files or cases. Diverted cases to other affiliate

with in USCCB network or outside of USCCB network, reviewed and assist with

preparing for weekly allocation, assisted with clearing pro flight out of airlock, sent

deletion notification to Diocesan when a pro flight has been deleted from International

Organization for Migration (IOM), and checked arrival information for travel.

• Make inquiries to Refugee Processing center (RPC) and Refugee Services Center into to

MRIS system.

Mary L. Singleton, 240-***-****

ALL WORLD LANGUAGE CONSULTANTS, Inc., Rockville, MD 11/2006-12/2007

OFFICE MANAGER

Prepared correspondence, assisted with notarized documents, maintained filing system,

scheduled meetings and conferences, and oversaw all details associated with busy office of 35.

• Organized travel arrangements, maintained expense reports, provided telephone services,

faxes, photocopying, and mail services.

• Maintained office equipment and maintained organized and neat office appearance.

• Organized and coordinated office operations and procedures in order to ensure

organizational effectiveness and efficiency.

• Monitored and record long distance phone calls, prepare time sheets, reviewed and

approve supply requisitions, and updated organizational memberships.

• Oriented and train employees, provide on the job and other training opportunities.

• Created filing systems, ensured filing systems are maintained and up to date, defined

procedures for record retention, ensured protection and security of files and records.

HOLIDAY INN HOTEL, Chevy Chase, MD 7/2006-11/2006

HUMAN RESOURCE MANAGER/ADMINISTRATIVE ASSISTANT/ FRONT DESK MANAGER

(Property was sold to new ownership that brought in their staff)

Managed 12 front desk staff members, maintained standards of guest services, oversaw budget

revenues and expense reports. Contributed to the profitability and guest satisfaction perception,

received departmental related guest complaints and ensured corrective action.

• Maintained procedures for credit control and financial transactions, and managed the

reservation function to maintain the highest possible room occupancy and average daily

rate. Property typically had full occupancy.

• Prepared correspondence, maintained General Manager’s calendar, processed payroll

checks, distributed checks, maintained employees files, and created proper filing system.

• Scheduled meetings and conferences, prepared travel arrangements, and ensured all

details were in place for creating successful meetings.

• Prepare time sheets, Maintained office equipment and maintained organized and neat

office appearance.

GEORGETOWN UNIVERSITY, Washington, DC 9/1995-7/2006

EXECUTIVE ASSISTANT to Director of Public Safety (2000-2006)

Provided administrative management of all personnel actions, maintained payroll for staff of

250. Managed Director’s calendar, scheduled meetings and conferences, and arranged travel.

• Prepare time sheets

• Recorded journal vouchers.

• Created presentations using PowerPoint and conducted presentations to Safety Officers.

• Created filing systems, ensured filing systems are maintained and up to date.

• Ensured protection and security of files and records.

• Reviewed and approved supply requisitions, and updated organizational memberships.

Mary L. Singleton, 240-***-****

OFFICE COORDINATOR for Student Body (1995-2000)

Provided administrative management of all personnel actions, ensuring proper control; prepared

and maintained payroll and actions affecting payroll from the Controller’s office. Administered

all student personnel forms; trained and supervised 30 students.

• Submitted all forms to Director in a timely manner, formatted and typed department

correspondence, provided telephones services, fax services, and scanning services, and

maintained office equipment.

• Maintained budget control, ensured maintenance of statistics on all elements of budget in

conjunction with budget preparation, and covered Director in manner affecting and

relating to Accounts Payables.

• Prepared Journal Vouchers for payment from other departments.

• Created in PowerPoint and conducted training for students.

MARRIOTT CONFERENCE CENTER, Georgetown University 9/1992-9/1995

FRONT DESK CLERK for busy 600 room property (1994-1995)

Maintained the needs of all guests staying with the hotel.

• Answered phones, booked reservations, responded to emails and electronic reservations,

greeted guests upon entry to the hotel.

• Performed all activities related to guests check-ins/check outs, made, changed and

cancelled reservations as needed. Focused on providing excellent guest services.

• Provided information concerning activities for local booked restaurant and city tour reservations.

MARRIOTT WARDMAN PARK, Washington, DC

HOUSEKEEPING (1992-1994)

Cleaned and tidy the hotel rooms.

• Changed or straighten the bed.

• Placed mints on pillow.

• Cleaned and replenished the bathroom.

• Greeted guest.

• Provided trash control.

• Responded to any queries and orders placed by the guests and communicate with other

departments regarding the guest’s requirements.

• Checked the general condition of the room and notify the Assistant Housekeeper of any

malfunctions or damages.

EDUCATION

Bachelor of Science, Business Administration, University of Phoenix – 5/2006

Word Processing Certificate, Strayer College, Washington, DC – 6/1987

Mary L. Singleton, 240-***-****

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