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Customer Service Management

Upper Marlboro, Maryland, 20772, United States
October 11, 2016

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Administrative/Security Professional

Seat Pleasant, Maryland 20743 ● 202-***-**** ● Objective

As a highly motivated and well organized individual I desire a challenging position to incorporate my 15+ years of expertise administering office and/or security needs, including oversight of personnel, information, facilities, and security awareness disciplines as well as serving up expertise in office management while expanding my career endeavors with more challenges within the field of Office Management / Personnel Security Assistance.

Summary of Qualification

15+ years’ experienced administrative Team Leader in Customer Service, able to thrive in any environment, dedicated and hardworking; Answer multiple phones lines, direct calls and take messages. Greet incoming visitors and applicants assist them with questions and concerns. Liaison between upper management and staff. Draft memos, letters and flyers. Compile, copy, sort, and file records of office activities, business transactions, and other activities.

Being a team player, exhibit flexibility, set priorities, and manage customer expectations in a sometimes fast-paced environment providing physical and personal security, making sound decisions, take independent action, analyze problems, provide focused solutions, and communicate information effectively to various audiences, in both verbally and written communication while performing duties in support of a 24 hour, 7 days per week operation, through scheduled shifts, providing security.

Work Experience

12/2015 – Present, US Security Associates, Baltimore, MD Security Officer

• Enforce the security regulations of the installation. Control access into a restricted area. Ensure that all properly badged employees/soldiers enter through the access points (turnstiles). Verify employee identification cards and coordinate escorts for non-cleared personnel access, operates alarm panels, and bypass/activate alarms. Ensure proper usage of employee electronic devices

• Monitor and control access points to a secured facility. Verify identification through use of identification cards, badges, biometric automated records, verbal questioning, and other means. Admit persons, denies entry or arranges for escorts, as appropriate, allowing no un-cleared personnel into the building without an escort.

• Provide 100% control of building access through controlled areas, and conduct security checks of designated areas during non-operational periods 24 hours a day/365 days per year. Log sample information. Provide “line of sight” protection of samples.

• Controlling the entry and exit of vehicles. Making sure that no unauthorized personnel enter restricted areas. Answering queries from visitors. Issuing warnings to owners of illegally parked vehicles.

• Monitor guard appearance, performance and schedule breaks (weekend supervisor) 06/2004 – 12/2014, APS Healthcare, Silver Spring, Woodlawn and Columbia MD Team Lead, Customer Service Management in Provider Relations/Data Entry Specialist

• Responsible for strategic oversight and leadership direction within the Customer Service functions in business contract amending for individual provider and group practices

• Monitor calls and call queues for assurance of business related communication and perform analyzation and configuration of contract rates into database for payment (Facets)

• Maintain and update database as required to ensure proper or corrective payment (Facets), Complete and mail bills, contracts, policies, invoices, or checks. Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers

• Making outreach to providers to verify and/or update their information to ensure correspondence was received. Perform customer service support and data entry of new providers and groups providing services to managed members (Facets and Credentialer)

• Return payment logging and redistribution of provider or group checks Education and Training

09/2014, pursuing Master of Science in Healthcare Administration, University of Maryland University College, Largo, MD

30 Graduate School credit hours

05/2014, Bachelor of Science and HIPAA Compliance Training, Frostburg State University Frostburg, MD

Major- Liberal Studies Minor- Biology

Technical Skills

• Administrative support

• Customer Service

• Data Management

• File Management

• Emergency Dispatching

• Security Monitoring

Management of Material


Management of Personnel


Time Management

Judgment and Decision Making

Management of Financial


Operation and Control

Microsoft Office 2013 Suite

Monitoring alarms systems

Multi-tasking skills

Volunteer Work

Member of Omega Psi Phi Fraternity, Inc., performing various community service activities.

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