Customer Service Management

KATRINA A. THOMAS ~ ***** BEACON RIDGE DRIVE

MITCHELLVILLE, MD 20721

301-***-****– H; 301-***-**** - C

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

EMPLOYMENT HISTORY

Martin’s Crosswinds April 2013 – Present

Greenbelt, Maryland

Professional Wedding Host/Waitstaff/Server/mixologist

As a member of the Martin’s Catering Company and waitstaff, duties include ballroom setups and preparations for conferences, banquets, receptions, and private parties – setting tables with designated colors and place settings to accommodate respective event. Have served for parties from 100 to 1800 in grand ballroom; responsible for greeting, hosting and catering to the needs of guests for a variety of events, such as family reunions, wedding receptions, corporate working meetings, crab feasts, and cotillions. Assists banquet manger with room decorations, party favors, and centerpieces. Provide guests with personal service and attention, serving desired meals and beverages from traditional American to foreign delicacies. Following each event, buss and clear tables to assist hall attendants to delivery used dishes and silverware to dish room staff to ensure items are washed, stored, and ready for next event. As wedding host, provide coordinator duties and cater to the bride, groom and wedding party. Receives and greets party upon arrival, setup bridal suites with post reception refreshments and provides oversight for photos, reserved seating, gifts, and party introductions. Have received numerous compliments and recognition from guests and letters of appreciation from the Chairman of Martin’s Crosswinds for service.

In addition, currently serves on the Church Culinary Staff – Mt. Horeb Baptist Church, Washington, DC; serves as the Head Server/Hostess. Over the past several years, responsible for serving and hosting Sunday morning breakfast, repasts, any and all church programs and special events, such as weddings, anniversaries, and senior-citizen activities. Assist the fellowship hall manager with room preparations, setups, cleanup, etc. Purchases food and catering supplies; assist cooking staff with table setups of fruit and pastry displays. Have coordinated events at the following venues for family, friends and co-workers:

Bolling Air Force Base (wedding)

Fort McNair Officer’s Club (wedding)

Metro Area Restaurants and Hotels – (Retirement and Holiday Office Parties)

Recently appointed as head of the Hospitality Ministry – responsible for oversight and coordination of programs, special events, funerals, etc. Completed the required hours for the “Certified Professional Food Managers Course” conducted by Health Education & Training, LLC – Certification received May 2013 - #***-**-**** – Certified Professional Food Manager.

Federal Aviation Administration (FAA)

Office of IT Enterprise Business Services Division 2001 - 2013

Washington, DC

Records Management Officer/Coordinator (pay band F; equivalent to GS-11)

Recently retired from Federal Service -- served with the U.S. Department of Transportation in numerous capacities within various organizations throughout the Department -- over 30 years experience and expertise in the areas of IT, administration, training, customer service, and Records Management (RM). Began as a Student Aide in the early 1980’s; following graduation, obtained a full-time position as clerk typist in the Office of Personnel. During the first few years, performed a variety clerical and administrative duties which assisted the Office Director of Personnel and Personnel Management Specialists in processing personnel actions for the agency -- served as the focal point and agency representative of the Division Program Office, responsible for and performed a wide variety of duties pertaining to Records Management. The position required providing guidance, assistance, and customer service to the agency and its respective clients internally and externally regarding the management and preservation of records that ensured appropriate compliance that met Federal rules and regulations. Also served as lead on high-level projects that required conducting briefings, presentations, and records training sessions to analysts, managers and executives; traveled to the agency’s regional presence across the U.S. and represented the agency at numerous meetings, workshops and conferences. In addition, served on conference teams as concierge/greeter; providing assistance with attendee arrivals, registrations, hotel reservations, and distributing event material.

Developed and implemented records management practices, procedures, guidance, and training that are consistent with the required standards established by the National Archives and Records Administration (NARA).

Served as the Records Management Program liaison between the FAA and the Department of Transportation for all matters pertaining to Records Management Program activities. Provided oversight on the creation, maintenance, and disposal of federal records.

Created and submitted RM documents to the Departmental Records Management officer (DRMO) for coordination prior to approval and issuance.

Served as the agency’s point of contact with outside government agencies to include NARA, Office of Management and Budget (OMB) and the General Services Administration (GSA) for Records Management Program issues, and disseminating RM program information from those entities to FAA Records Management Program staff.

Provided leadership, program guidance, and technical advice to assigned Records Management personnel throughout the agency.

Conducted periodic training and evaluations for the RM Program throughout the FAA to determine its effectiveness, responsiveness, and compliance.

Performed responsible functions to ensure RM requirements are incorporated into Information Technology systems development and re-design.

Delivered and made accessible to all FAA organizations, RM training on establishing and maintaining an effective Records Management Program.

Reviewed and approved all “Request for Records Disposition Authority” for all official FAA records prior to submission to NARA.

U.S. Department of Transportation (DOT) and Government Printing Office (GPO)

Student Aide, Office of Personnel; DOT - 1980-1981

Clerk Typist – 1981 – 1984; (DOT; GPO)

Bell Atlantic (Operator); 1984 – 1985

Secretary - (Office of the Inspector General – DOT); 1985

Secretary – (International Affairs, Saudi Program – DOT); 1985-1989

The Hecht Company (Macy’s – Part-Time; Customer Service Representative); 1985 – 1994)

Secretary – (Management Analysis Division – FAA); 1989 – 1995

Hertz Car Rental (Part- Time Driver/Shuttler) – 1994 - 1996

Management Assistant – (FAA); 1995 – 2001

Records Management Officer (FAA); 2001 – 2013

Skills and Abilities

Microsoft Suite Applications; Graphic and Web Design – My FAA Website; Electronic Records Management Systems - Documentum; Castle - Time and Attendance;

Training and Awards

Certificate of Certification (Certified Records Management Officer) for Records Management from the National Archives and Records Administration

Exemplary Performance Award (Cash)

11 Letters of Appreciation/Recognition for Conducting Records Management Training at the FAA 9 Regional Offices, Aeronautical Center and facilities

Departmental Letter of Appreciation for Open Government

Organizational Superior Increase (OSI) Award (Cash)

2 Section 508 Awards - Elevated agency compliance from 65% to 99% in 3-month period (Cash)

2 Certificates of Appreciation for Superior Contribution to the FAA IT/ISS Conference Award

Plaque/Recognition from the FAA -- meeting the National Archives and Records Administration mandate for scheduling Electronic Records Systems

2-Time Agency Volunteer Participation Award

2 Time-Off Awards – Program Office Performance

Formal Training

oManaging Federal/Electronic Records – NARA

oFederal Records Management – NARA

oScheduling Federal Records – NARA

oRecords Center Storage – Iron Mountain

Internal Training

oTravel Credit Card

oUnderstanding EEO Rights

oInformation System Security

oRecords Management 101

oFAA No Fear ACT – Whistle Blower

oHuman Trafficking Awareness

oTelework for Employees

oEthics

oBuilding Relationships

oPrivacy

oProblem Solving

Education

McKinley Tech High School – Washington, DC – Graduate 1980

Strayer College – 2- year Study – Business Administration

References

Reverend Dr. H.B. Sampson, III – Barbara Cook (Fellowship Hall Manager)

Pastor, Mt. Horeb Baptist Church, Washington, DC

Nadine Rawls

Long-Time Friend, Former Co-Worker & Spiritual Mother

Susan Jenifer

Long-Time Friend, Former Co-Worker

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