Customer Service Manager

LeChon Douglas

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

Summary

I am a highly motivated Administrative professional with the capabilities of handling day-to-day operations and working with customers and clients in a positive and professional manner.

Skills/Qualifications

Management Proficiency, Analyzing Information, Staffing, Coordination, Tracking Budget Expenses, Filing, Reporting Skills, Scheduling, Microsoft Office, Outlook, Excel, Power Point, Word, SharePoint, Lenel OnGuard, WinTeam, ADP Enterprise, I-9s, Kwantek, Indeed, Sterling InfoSystems

Education and Training

North Carolina Agriculture & Technical University, Greensboro, North Carolina

Business Management, Non-Degree Classes

BrookStone College, Greensboro, North Carolina

Business Administrative and Management, Associates Degree

Experience

US SECURITY ASSOCIATES, FALLS CHURCH, VA

11/2015-06/2016

Administrative Manager

Filing paperwork, faxing, scheduling interviews and meeting, scanning, data entry, bookkeeping, calendar coordination, ordering inventory of all office supplies

Office management, answer phones, take messages, and greet guests in a professional and cordial manner

Proficient in the use of MS Office Outlook, OneNote, Excel, PowerPoint, Access and Word

Processes, verifies, and maintains personnel documentation and files

Submit background information to be submitted for background investigation

Ensures employee benefit enrollment and terminations setup and process

Conduct interviews and evaluations for new employees

Communicate access and security requirements for new and departing employees

Facilitates the screening, interviewing, and selection of candidates

Supervise, motivate, coach and train new employees

Create advertisements for open job positions on job boards and other websites

Creatively attracts qualified, passionate candidates to apply for open positions at the company

MICROSOFT DATA CENTER/SECURITAS SECURITY SERVICES, ASHBURN, VA 01/2013-10/2015

Administrative Officer and Site Training Manager

Assists with the coordination of all aspects (technical and managerial) of executing the security contract at the Microsoft account. Assigns work tasks to Security Professionals and directs their work throughout the day

Responsible for supervising, motivating, coaching and training employees. Also responsible for evaluating the work performance of Security Professionals and making recommendations regarding assignments

Responsible for conducting on-the-job training of new employees assigned to the site, or when changes to post orders are made. This may include orientation to the post, review of post orders, routine responsibilities, and how to respond to emergency situations or specific client needs

Responsible for scheduling, and payroll of officers

Periodically assesses for risk, including the magnitude of harm that could result from security breaches, and safety hazards at the facility.

Involved in the updating security procedures for detecting, reporting, and responding to security incidents quarterly

I currently have the responsibility of assisting the Security Manager with all supervisory, training and operations functions at the Microsoft assigned facility in accordance with post orders and client instructions

Responsible for making sure that the Post Order manual and SOP’s and all other post and training information is being properly maintained and updated, and that the Post is being properly maintained, cleaned and organized

MICROSOFT DATA CENTER/SECURITAS SECURITY SERVICES, GAINESVILLE, VA

11/2012 -01/2013

Control Room Supervisor

Reports all security device malfunctions and follows up on contractor scheduling and repair status

Maintains the security of the facility during significant event situations, and escalates any such incidents

Responsible for the safety and security of data center property and assets

Carries out access control and alarm monitoring functions through several software applications

Responsible for answering and properly routing all incoming telephone calls

Communicates with other data centers across the world regarding operational issues and security concerns

Ensures that the Responder completes all daily duties and responsibilities

Watched 2 CCTV monitors with 18 simultaneous cameras, and a total of 195 cameras

BENNETT COLLEGE FOR WOMEN, GREENSBORO, NC

04/2009-11/2011

Personal Assistant and Driver for Dr. Julianne Malveaux

Responsible for the overall safety and comfort of the President and her belongings

Picked up the President from her home and office to ensure that she got to and from engagements in a timely manner

Monitored assigned areas for any suspicious activity

Ensured that proper procedures were followed in the event of an incident

Attempted to resolve situations and incidents that occurred on and around campus

Responded to, documented, and escalated all incidents

Provided functional guidance to staff and new hires

Prepared and completed factual and detailed logs and reports

GOLDEN LIVING CENTER, HEALTHCARE SERVICES GROUP INC., GREENSBORO, NC

04/2007-06/2009

Food and Nutrition Assistant Manager

Assisted clinical dietitian in modifying menus to meet the needs of individual patients and diet prescriptions

Provided input, as well as, support department's budget process and financial goals

Direct and conduct quality assurance audits

Supervised personnel engaged in the daily preparation and service of patient and/or staff meals

Provide telephone coverage and handle client inquiries

Supervised food and room service operations

Monitor food preparation methods, portion sizes, and garnishing and presentation of food in order to ensure that food is prepared and presented in an acceptable manner and according to established standards.

Evaluated and verified food employee performance and competency

Maintained sanitary standards in kitchen area designated for patient food

Supervises sanitation and HACCP on a day to day basis

LECHON’S CATERING SERVICE, GREENSBORO, NC 08/1996-10/2011

Owner and Operator

Set the company’s standards for customer service, employee relations, cleanliness, sanitation, professional appearance and overall profitability

Prepared, sets up and serves food to customers in an efficient and effective manner

Provided timely and courteous service to all customers

Hands-on professional with a passion to motivate others and a willingness to personally demonstrate a successful method of selling beyond goals and expectations

Communicate and work effectively with employees in a manner that fosters close team work and alignment with the business goals

Provide leadership and inspiration necessary to implement effective sales strategies that maximize revenue

Prepared food to order and/or catering events

Conduct regular inventory audits of small wares, and food & beverage items

Ensure the quality and accuracy of all catering events; including set-up, execution, and clean-up

FRANCES E. DECHURCH MEDICAL OFFICE, REIDSVILLE, NC

07/00-04/02

Medical Office Administrative Assistant

Administrated quality and professionalism to customers and staff

Performed care management for patients concerning their medical policies

Coordinated nursing facility admissions paperwork for doctors

Facilitated the front office while assisting the doctors and nurse practitioner

Filing paperwork, faxing, scheduling interviews and meeting, scanning, data entry, bookkeeping, calendar coordination, ordering inventory of all office supplies

Office management, answer phones, take messages, and greet guests in a professional and cordial manner

Managed the day-to-day operations of a medical facility

Scheduled and coordinating appointments

Verified patient insurance

Completed and submitting insurance claims

AMERICAN EXPRESS, GREENSBORO, NC

9/96-9/00

Customer Service Representative

Managed large amounts of incoming calls

Maintained acceptable performance standards, including effectiveness, efficiency and quality across multiple channels

Deliver extraordinary customer care by responding to questions concerning customer accounts, exercising discretion and good judgment

Responsible for handling incoming customer inquiries communication via the internet within specific time frames

Provided technical support,

Handled customer accounts by recording account information

Maintained customer records by updating account information

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