Customer Service Vice President
Resume:
Angelique E. Richards
Adelphi, MD 20783
********.*********@*****.***
Career Objective:
I am seeking an immediate and challenging position that will utilize both my administrative and interpersonal skills. Obtaining such a position will help bring further growth to the superior customer service skills I have developed to any organization.
Employment History:
Henry Jackson Foundation, LLC (HJF)
Uniformed Services University of the Health Sciences
Office of the Vice President of Research (VPR)
Bethesda, MD
Dates of Employment: September 2015-Present
Job Title: Contractor, Program Support Assistant (HJF)
Job Responsibilities:
●Welcome on-site visitors, determine the nature of business, and announce visitors to appropriate senior level personnel.
●Initiate outgoing calls on behalf of the VPR leadership.
●Answer incoming telephone calls, determine purpose of calls, and forward calls to the appropriate personnel or department.
●Retrieve and deliver messages or transfer calls to voicemail when appropriate personnel are unavailable.
●Answer questions about organization and provide callers or guests with directions, base map and other information.
●Assist with updating appointment information to personal calendars.
●Receive, sort, and route office mail.
●Maintain fax machines by assisting users, with sending faxes, retrieving and routing incoming faxes.
●Maintain office copies and printers, ensuring that paper is available and printing meeting materials for senior staff.
●Route completed funding documents to principal investigators, grant specialists, and any other staff member required to review and authorize the documents.
●Log incoming and outgoing office correspondences.
●Coordinate and assist in the implementation of the VPR records management program adhering to established standards and policies.
●Develop and retain current guidelines, practices and procedures throughout the life cycle of an official record.
●Coordinate and schedule meeting rooms for the office.
●Perform other clerical duties as assigned, such as filing, photocopying and collating information.
AGI Mission Support, Inc.
National Science Foundation
Arlington, VA
Dates of Employment: September 2014-August 2015
Job Title: Receptionist (contractor)
Job Responsibilities:
●Warmly greeted incoming visitors and requested documents for identification to ensure that the image on the provided ID matches the visitor.
●Matched the visitor’s name to the corresponding visitor badge.
●Provided registration assistance to visitors who have not been pre registered.
●Notified agency staff of their unregistered visitor and provide any information or policy guidance needed by the staff member in order to facilitate the registration of the visitor.
●Provided visitors with the appropriate directions to the event they were attending and/ or any local area information they may need or have requested.
●Managed badging related supplies.
●Concisely described the purpose and mission of the agency to visitors and provided answers to questions when asked.
●Answered any telephone calls that would rollover from the Call Center.
●Processed and submitted any building service issues reported to the reception desk to appropriate agency staff.
●Processed information requests received via TTY.
Empirian
Marietta, GA
(Relocated to Silver Spring, MD)
Dates of Employment: July 2011- July 2014
Job Title: Receptionist
Job Responsibilities:
●Answered a large volume of incoming calls and routed them to appropriate staff members.
●Assisted Management and all departments with all receptionist related requests.
●Provided prompt and courteous assistance and information to visitors and guests.
●Verified balance entries and financial transactions for accuracy on a daily basis.
●Utilized Fosse to control reservation input.
●Posted company checks, invoices and deposits in an efficient manner.
●Successfully ran audit and pre-audit reports on a nightly basis.
●Entered daily incomes, stats and accounting information into an Excel spreadsheet.
●Utilized software to compile various financial transactions.
●Sent and received a high volume of confidential faxes for the Accounting Department.
●Prepared general correspondence and all other memorandums as requested.
Comcast
Smyrna, GA
Dates of Employment: January 2011- April 2014
Job Title: Business Support Specialist
Job Responsibilities:
●Demonstrated a vast knowledge of voice, data and video telecom products and equipment.
●Located the source of and resolved customer billing issues.
●Utilized strong written and verbal communication skills with staff and customers.
●Researched complex billing inquiries resulting in more than $250,000 aged billing issues.
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Verizon Avenue
Herndon, VA
Dates of Employment: November 1998- February 2009
Job Title: Billing Analyst
Job Responsibilities:
●Managed a high level work order program with more than $250,000 orders in the queue.
●Researched complex issues and billing inquiries.
●Diligently cleared more than $250,000 in aged billing issues.
●Reviewed billing invoices and worked closely with customers to provide resolution.
●Supported more than 500 customers’ accounts in the Northeast Region worth more than $2 million.
●Coordinated with NE Regional Management Office to research complex billing inquiries.
●Trained and educated more than 50 colleagues in the areas of billing
●Demonstrated a vast technical understanding of Telecommunications products
●Interacted with vendors and other department staff regarding voice, video and data issues.
●Provided excellent communication to staff as well as customers.
●Resolved issues that were assigned to me in a timely and professional manner.
One Point Communications
Largo, MD
Dates of Employment: November 1998- November 1999
Job Title: Customer Service Representative
Job Responsibilities:
●Directed and coordinated 50 customer accounts worth more than $500K.
●Acted as a liaison with the various departments to ensure customer satisfaction.
●Detected and cleared more than $30,000 in overdue and delinquent customer accounts.
●Efficiently managed customer requests, inquiries and complaints until point of resolution.
●Stayed informed of latest promotional packages as to relay them to customers.
District Cablevision (TCI)
Washington, DC
Dates of Employment: September 1995- November 1998
Job Title: Customer Sales Service Representative
Job Responsibilities:
●Supported the overall efforts of the company to ensure customer satisfaction to DC residents.
●Diligently followed up with customers who had submitted a request and ensured they were met.
●Established an excellent rapport with all customers.
●Held responsibility for over 2,000 accounts to include installs, adjustments and special requests.
Education and/or Formal Training
Montgomery Community College, Silver Spring, MD (1986-1987)
Calvin Coolidge Senior High School, Washington, DC (1985)
References:
Dr. Bruce Doll
Assistant Vice President for Technological Research and Innovations
USUHS, Bethesda, MD
Ms. Mary Kay Gibbons
Administrative Officer
Office of the Vice President of Research
USUHS, Bethesda, MD
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