Customer Service Management

Jasmine Duke

**** *********** **** . *****, ******** . 20720 . 202-***-**** .

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

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EDUCATION

Master of Professional Studies, Industrial Organizational Psychology

Dec. 2014

University of Maryland, Baltimore County (UMBC)

Baltimore, MD

Relevant Coursework: Data Analytic Processes, Survey & Qualitative

Analysis, Personnel Research, Program Evaluation, Workforce Planning,

Management Consulting, Organizational Behavior & Management, Change

Management, Strategic Planning, Human Capital Management Consulting,

Organizational Behavior & Management, Equal Employment Opportunity, Legal &

Ethical Issues in Industrial Organizational Psychology,

Bachelor of Science, Psychology, Cum Laude

May 2013

Mount St. Mary's University (MSMU)

Emmitsburg, MD

PSI CHI National Psychology Honor Society

Apr. 2011

Third Century Scholar

Apr. 2009

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SKILLS

Language: Fluent in Spanish

Computer: MS Word, MS Excel, MS PowerPoint, SPSS, HTML, Social Media

Management

Systems Knowledge, Data Collection & Analysis, Human Factors, Strategic

Planning, Organizational Development, Group Facilitation, Management

Development, Change Management, Performance Improvement

Personality: Extremely Diligent, Enthusiastic, Professional, Detail

Oriented, Independent, Positive attitude

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EXPERIENCE

People Matters Consulting

Reston, VA

Human Capital Management Research Associate

Jan. 2015-present

. Performs functional research analyses on Diversity & Inclusion

instrumentation and initiatives

. Conducts market research on current Human Capital Management methods

and practices

. Aids in the development of a diversity & inclusion instrumentation to

assist organizations in the implementation of effective inclusive

behaviors for workplace environments

. Provides consultative recommendations for effective organizational

developmental practices and procedures aimed towards implementing a

more inclusive work environment

Green Scene Landscaping Inc.

Kensington, MD

Human Resources/Organizational Effectiveness Consultant Sep.

2014-Dec 2014

. Designed and lead a functional analysis project to address issues and

strategic goals for enhancing task efficiency amongst the senior

managers of a landscaping company.

. Performed data analysis on current organizational personnel

information

. Consulted with the stakeholders and senior managers of Green Scene, Inc.

to review the group's current state, identifying opportunities for

improvement, and collecting data

. Conducted bilingual interviews with senior managers and facilitates

workshops

. Completed an in-depth written analysis of practicum experience and a

formal presentation to faculty of University of Maryland, Baltimore

County Industrial/Organizational Psychology graduate program faculty,

Program Advisory Board members and graduate students.

Holy Trinity School

Glenn Dale, MD

Administrative Assistant Director for Summer Camp Programming

Jun. 2012-Aug 2013

. Provided personnel administrative support to the management and

faculty of Holy Trinity through managing employees, conducting and

organizing administrative duties and activities including receiving

and handling information

. Ensured quality and positive customer service to camp parents

. Redesigned training system for all camp staff and faculty

. Maintained schedules, calendars, and databases while coordinating and

planning events

The Office of the President, Mount St. Mary's University

Emmitsburg, MD

Administrative Office Assistant

Aug. 2011- May 2013

. Provided overall support to university president and campus

administration

. Handled and compiled confidential university records

. Performed office automation work requiring the use of software

applications and computer equipment

. Received telephone calls and visitors and referred them to appropriate

persons

. Coordinated routine clerical work such as operating office machines

and preparing and scheduling presidential reports, appointments, and

meetings

La Casa Ascogida Maria Amor

Cuenca, Ecuador

Administrative Assistant for Domestic Violence Rehabilitation Center

Jan. 2011-Apr. 2011

. Served as an intern/assistant during a spring 2011 Ecuador study

abroad program

. Provided assistance to an on-site psychologist to assess the emotional

state of women and children victims of domestic violence in an

impoverished neighborhood of Ecuador

. Provided counseling and assisted victims with the resources necessary

to recover from their previous living conditions and to build new

stable lives

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AWARDS

. Best Lightning Talk Award, MSMU SPARC Festival

Mar. 2013

. Empirical Research Study, "Life's Playlist: Musical Cues for

Autobiographical Memory & Gender Differences in Recall" honored at the

Eastern Psychological Association Annual Conference

Mar. 2013

. Student Leader of the Year Award for the Center for Student Diversity,

MSMU Apr. 2012

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ACTIVITIES

. Volunteer, Heartfield's Assisted Living Facility, Bowie, MD

Feb. 2007-Present

. Maryland Department of Juvenile Services (DJS) Mentorship Program

Aug. 2012-May 2013

. President, Black Culture Association, MSMU

Aug. 2010-May 2012

. Director, The Young Women Leaders Program, MSMU

Jan. 2010-Jan. 2011

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