Customer Service Security
Resume:
Joyce E. Pierce
Washington. D.C. 20012
E-mail: ***********@***.***
Skill Overview
* *** ************** **********
* *** corporate security officer experience
4 yrs help desk experience
10 yrs customer service
Work Experience
07/07 - present General Technician, United States Senate,
Washington D.C
Utilization of strong customer service and interpersonal relationship
skills are a must
Position demands timeline for task completion
Key security is maintained in order to preserve Senate staff's privacy
Maintains cleanliness of Senate and staff offices
8/05 - 03/07 Corporate Security Receptionist, Northwest Airlines Inc.,
Minneapolis, MN.
Served as an internal security check point at the Northwest Airlines
corporate HQ building in Minneapolis, MN.
Answered telephone calls and directed inquiries to appropriate personnel
Checked and verified employee identification
Escorted non cleared personnel or visitors to appropriate destination
Checked for and reported security violations
Handled heavy volume of incoming telephone calls in busy dispatch office
Checked & cleared names of passengers who appeared on the TSA no-fly list
Completed reports on incidents using computer system
Monitored closed circuit television
Performed duties of shift supervisors in their absence
Joyce E. Pierce (page 2)
8228 Eastern Avenue N.W.
Washington. D.C. 20012
E-mail: ***********@***.***
10/95 - 8/05 Reservations Sales Agent, Northwest Airlines Inc.,
Washington D.C.
Handled all passenger calls for booking reservations
Answered questions regarding schedules and fares
Sold air space and recorded transactions by reserving the desired space on
the computer agent set
Served the customer by giving accurate information in a efficient,
courteous manner
11/89 - 08/94 Help Desk Coordinator, Bureau of National Affairs,
Washington, D.C.
Served as the Help Desk point of contact to assist users with application,
hardware, software and network questions
Provided support to customers in-person and via telephone
Identified, evaluated and prioritized customer problems and services
Utilized all technical resources and solved customer problems
Directed unresolved calls to appropriate support staff
Maintained accurate records and call logs for management reporting
05/86 - 11/89 Secretary/Receptionist, Bureau of National Affairs,
Washington, D.C.
Provided clerical support and departmental telephone coverage for over 30
staff in the Information System Development Dept.
10/84 - 04/86 Secretary, Office of Personnel Management,
Washington, D.C.
Provided telephone coverage and secretarial support for the Staffing
Department.
Part-Time Employment
1984 - 1997 Usher, Kennedy Center for the Performing Arts, Washington,
D.C.
Utilized excellent communication, interfacing, and mediating skill-sets
when interacting with the public, staff, visitors
Greeted guests as they enter Theater
Verified & checked tickets
Responded to guest complaints
Education and Training
Diploma, Prince George High School, Virginia
Computer Skills
Windows 2000, Windows XP, Microsoft Word, Word Perfect
Outlook, Excel, Email
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