Customer Service Management

DANIELLE N. SHEPHERD, PhD(ABD), MSL

ADDRESS Phone: 216-***-****

E-mail: *******@*****.***

PROFILE

Areas of expertise:

oClient relations

oCustomer service

oCross-Cultural management

oTeam development/leadership

oCoaching

oADDIE model

oSAM (Successive Approximation Model)

oPerformance reviews

oDispute and conflict resolution

oRecruitment

oInterviewing

oRetention strategies

oPolicy and procedure development

oOrientation program development

oEmployee relations

oBusiness legalities

oBusiness plan models

oProject management

oDeveloping, starting and operating a small business

oPublic Speaking

oThe ability to communicate clearly and concisely with people of diverse backgrounds and levels of authority.

oPurchase orders/ change orders

oInvestigating markets for obtaining equipment or services

oDeveloping a solicitation/purchasing strategy

oSolicitation of quotes from potential suppliers

oOnsite job safety compliance with OSHA

PROFESSIONAL EXPERIENCE

Official Candidate in the 2014 General Election May 2014 – November 2014

Position: Candidate for House Representative District 10 Ohio

Duties / Skills acquired:

Public speaking engagements

Community activities

Youth mentoring

Civil engagement

Ohio Candidates budget analysis

Rules governing the campaign process

GECON Supply Company, llc Cleveland, Ohio May 2009- Current

Gecon Supply is a small supply company that specializes in construction building materials and hardware for commercial and residential projects.

Position: Partner in G.E. Construction Company {Holding company of Gecon Supply} (June 2013 – Current)

Senior Manager (May 2009 – June 2013)

Duties / Skills acquired:

Oversee day to day operations

Oversees daily ordering and inventory

Interaction with clients and suppliers

Customer service

On site job safety OSHA compliance

Experience with customer /vendor relationship management

Employee recruitment

Team/group development

ADDIE model implementation

Performance appraisals

Control/budgeting of projects

Dispute resolution

Employee relations

Policy and procedure development

Project management

Developing a solicitation/purchasing strategy

Solicitation of quotes

Comparison of price with renting or buying equipment for projects

Purchase orders/ change orders

Investigating markets for procurement of equipment and/or services

Arranging travel plans for staff and clients

Conducted cultural assessment to identify the fragment perspective of subcultures (Topic: Generational cultural divide)

oIdentified subculture ambiguities

Through thorough observation of the organization and subcultures’ artifacts, processes and espoused values.

oRecommended change

To provide employees with a shared integrated perspective aligned with that of the organizations’ values and goals.

The African American Community Chamber of Commerce January 2013 – Present

The AACCOC is a community based non-profit organization dedicated to the betterment of north eastern Ohio communities. This organization provides services to the community and offers a membership program to technical trades’ persons. The AACCOC dedicates time and efforts in training classes, job support, business building, and other areas. I am a current volunteer and specialize in helping with business plans. I also offer assistance to those who lack understanding in operating or obtaining internet services and technology.

Position: Volunteer/ Committee member on advisory board

Duties/Skills

Developing business plans

Community outreach

Customer service and etiquette

Problem solving

Teaching operation of internet services and programs

Adult learning

SAM model

Proficient with Microsoft Office, multiple web-browsers, and operating systems

Part-time status – 10/hrs a week

University of Akron School of Law, Akron, Ohio May 2007- May 2009

The University of Akron is a medium size mid-western college with an excellent and high ranking law school. While working with law school students, I was able to get a personal and professional understanding of what it takes to be in and complete law school. I learned and received first-hand the dedication, and fortitude one must have to succeed in the legal field.

Position: Student Assistant

Duties/ Skills Acquired:

Became more efficient with time management

Handling multiple tasks at a time

Became more conscience of customer service

Received training in multiple versions of Windows operating

osystems, Excel, Word, Power Point, Outlook, Windows 7, Windows 8 and Vista.

Part-time 25hrs/week

University of Akron Office of Multi Cultural Diversity, Akron, Ohio August 2006- April 2007

Helping to get minority students acclimated to college life. I was instructed to assist with various academic and cultural challenges.

Position: Peer Mentor

Duties/ Skills

One on one mentoring of minority freshmen

Became a role mode for students in this program

To share experience and a resource for knowledge

Part-time 10hrs/week

EDUCATION

The Chicago School of Professional Psychology, Chicago, IL

oPh.D. in Business Psychology with a specialization in Organizational Leadership/Business Leadership Psychology, Aug 2012-Projected graduation date December 2015.

Training received in general human resource functions including but not limited to:

Human Resource Management

EEO laws

Organizational structure

Team/group development

Employee engagement

Adult learning theory

Dynamics of organizational culture

Strategic planning

Knowledge systems

Appraisals and recognition

Recruitment

Coaching

Employee conflict resolution

Training received in research methods include:

Quantitative Research

Qualitative Research

Dissertation concentration:

Productive Narcissism – Development of construct and instrument validity

oSubcomponents: Visionary Leadership and Transformational Leadership

oGPA: 4.0

o54 credit hours completed out of 60

Champlain College, Burlington, Vermont

oMaster of Science Degree in Law, 2012

Training received in law including but not limited to:

Small business law

Contracts and commercial law

Employment law/ Employee discrimination

Constitutional law

Litigation

Conflict resolution and ADR

oGPA: 3.7

o36 Credit hours completed

University of Akron, Akron, Ohio Aug 2005 – Aug 2009

oBachelor of Arts Degree in Political Science/Law, Courts, and Politics MINOR in Pre – Law, 2009

Preparing Future Psychology Faculty Program Certification September 30, 2014

oGraduate certification course through The Chicago School of Professional Psychology

Prepares PhD and PsyD students to teach psychology courses in higher educational settings.

Forum Nexus Study Abroad Summer Program Certification July 2014 – Aug 2014

oGraduate 3 credit course

International Business Cross-Cultural Management

France (Paris and Chamonix); Switzerland (Geneva & Lugano); Italy (Bologna, Milan, and Rome), Greece (Rhodes)

ACTIVITIES/MEMBERSHIP

Metro Health Arts in Medicine Advisory Committee, 2015

Student Affiliate of the American Psychological Association, 2012 - present

Committee Member on the Advisory Board of the African American Community Chamber of Commerce, 2012 - present

Mentor for Studentmentor.org, 2013 – present

Volunteer with Volunteermatch.org 2013 – present

Member of Minority Business Solutions, 2010 – present

Cleveland Clinic Volunteer at Cleveland Clinic Children’s Hospital 2009-2010

Phi Sigma Alpha National Political Science Honor Society

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