Dedicated Customer Service Specialist

providing skills to prioritize and

multi-task in fast-paced working

environment. Successfully works as

part of team to reach personal and

business goals. Known for successfully

handling escalated customer support

issues.

Administrative,

Safety

CNA

Supervision

Teamwork

CPR,

TME

Customer service,

Transportation

Troubleshooting

Delivery, Written

DSP

Drivers

Email

First aid

Mail collection

Postal regulations knowledge

Proficiency in portable scanners

Residential customer service

Some College (No Degree)

Med Tech College

WASHINGTON, DC

Medical Assisting

USPS

CCA WASHINGTON, DC 04/2020 to Current

Delivers and collects mail on foot or by vehicle.

Delivered mail along prescribed route and retrieved additional mail from relay boxes.

Obtained receipts for registered and certain insured mail. Separated mail to be transported to relay boxes along route for subsequent delivery.

Assisted customers in receiving oversized parcels by carrying items inside.

Cleaned and checked over vehicle after completion of all daily deliveries.

Observed road rules, weather and road conditions and other factors to maintain safe driving record.

Demonstrated self-reliance by meeting and exceeding workflow needs.

FedEx

DRIVER and SUPERVISOR Upper Marlboro, MD 03/2018 to 04/2020

Report to FedEx Terminal in Upper marlboro md by 0730 daily (Ground Delivery S-F), assist in loading truck and dispatch for delivery duties such as taking phone calls from customers, sorting packages, loading the vehicle, retrieving items, collecting signatures, and keeping the vehicle clean and in good condition.

Initiated team briefings for drivers to discuss key performance targets and ways to improve bottom line. Identified root causes and feedback outcomes by

communicating with team for service monitoring.

Conducted annual performance reviews to assist drivers with maintaining required standards.

Drove vehicles with capacities over 2 tons to transport materials to and from specified destinations, including residences, offices and industrial yards.

Coordinated load planning for drivers to minimize dispatch delays.

NATINA

SMITH

240-***-****

District Heights, MD 20747

Summary

Skills

Education and Training

Experience

NS

GED

ARMSTRONG ADULT EDUCATION

WASHINGTON, DC

06/1993

Tracked driver behavior and tasks, including timekeeping and attendance.

RAP Inc. /Gaudenzia

House Manager Washington,, DC 12/2013 to 07/2016 Transitional Housing/Shelter/Treatment Facility.

Answers multi telephone system and manages front desk activities including signing-in residents, greeting visitors and volunteers and problem solve with shelter/ transitional / treatment residents, all in a professional, friendly manner;. Documents and communicates rule violations and concerns about residents as appropriate to the situation; by email or when necessary by phone to appropriate staff;.

Respond to residents' requests, rendering assistance as possible; respond to and resolve conflicts and crisis situations;.

Maintain standardized operating procedures, safety of residents, program integrity, and a supportive and caring environment;.

Communicate with staff and all residents in a

non-judgmental manner; work cooperatively with all agency staff.

Taking weekly urine.

Monitor the resident with medication.

METRO ACCESS

DRIVER TEMPLE HILLS, MD 01/2017 to 03/2018

Successfully perform scheduled manifest by picking up all clients on time and delivering them to their destinations safety and within a reasonable time frame.

Followed safety rules to keep clean driving record with no accidents or incidents.

Transported clients to specified destinations safely and on-time.

Achieved consistently high customer scores due to

exceptional service.

Cleaned vehicle regularly to maintain professional appearance.

Utilized GPS to optimize routes and continuously meet estimated delivery times.

Performed activities on time while maintaining regular attendance and punctuality to support scheduling and work coverage.

Community Of Hope

Residential Monitor Washington, DC 07/2016 to 01/2017 Residential monitor Transitional Supportive Housing/Shelter. Answers multi telephone system and manages front desk activities including signing-in residents, greeting visitors and volunteers and problem solve with shelter/ transitional / treatment residents, all in a professional, friendly manner;. Documents and communicates rule violations and concerns about residents as appropriate to the situation; by email or when necessary by phone to appropriate staff;.

Respond to residents' requests, rendering assistance as possible; respond to and resolve conflicts and crisis situations;.

Maintain standardized operating procedures, safety of residents, program integrity, and a supportive and caring environment;.

Communicate with staff and all residents in a

non-judgmental manner; work cooperatively with all agency staff.

Taking weekly urine.

Walk through all units twice a week to ensure the cleanness or the unit.

RCM OF WASHINTON

Relief Residential Counselor Washington,, DC 03/2015 to 01/2016

DSP/TME Adult Group Home.

Provide direct care.

Transportation to and from day programs.

Responsible for helping with activities of daily living. ADLs, such as tooth brushing, showering and cooking, and arranging and.

Transporting residents to appointments.

Transgender Health Empowerment

Intake Counselor Washington, DC 04/2011 to 09/2015 RC/Intake manager Safe House (Shelter).

Oversee all of the home's daily operations.

Manage client services.

Intake and discharge procedures.

Communicate with staff and all residents in a

non-judgmental manner; work cooperatively with all agency staff.

Documents and communicates rule violations and concerns about residents as appropriate to the situation; by email or when necessary by phone to appropriate staff.

Evaluated patient behavior, moods and other responses to determine correct diagnosis and devise treatment plans. Documented all patient information including service plans, treatment reports and progress notes.

Directed emergency response in crisis situations to diffuse tensions and prevent violence.

COAL

CNA/MED TECH Clinton, MD 12/2014 to 06/2015

Provides patients' personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisting with travel to the bathroom; helping with showers and baths.

Provides for activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals.

Provides adjunct care by administering enemas, douches, nonsterile dressings, surgical preps, ice packs, heat treatments, sits and therapeutic baths; applying restraints. Maintains patient stability by checking vital signs and weight; testing urine; recording intake and output information.

Provides patient comfort by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of the patient to nursing supervisor.

Documents actions by completing forms, reports, logs, and records.

Maintains work operations by following policies and procedures.

V&T Residential

HOUSE MANAGER/CMT Adult Group Home Bowie, MD

08/2013 to 01/2015

Provides supports to people served by assisting in the development and implementation of all Support Plans,. Including spiritual life supports,.

Assisting people in achieving their personal goals and desires,.

Providing interaction and choices for activities that support a meaningful day,.

Supporting people to be independent in activities of daily living;.

Order medications according to established procedure. Prepare, administer and chart medications given to residents.

Report any unusual symptoms or behaviors and evaluate responses of residents to medications given.

Prepare pass medications.

Caring Matters

CNA/Medication Technician Oxon hill, MD 06/2013 to 01/2014

Order medications according to established procedure. Prepare, administer and chart medications given to residents.

Report any unusual symptoms or behaviors and evaluate responses of residents to medications given.

Prepare pass medications.

Take and record telephone orders.

Take and record monthly weights and blood pressures. Treat minor illnesses or injuries.

Perform first aid or CPR during medical emergencies until paramedics arrive.

Ensure that the Medication Room and Treatment Room areas are clean and orderly.

Verified completion of medication consent form, establishing dose, schedule and side effects.

EMERGE INC

CNA/Medication Technician Rockville, MD 03/2012 to 06/2013

RESIDENTIAL COUNSLER Assisting Living Facility.

Provides patients' personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisting with travel to the bathroom; helping with showers and baths.

Provides for activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals.

Prepare, administer and chart medications given to residents.

Report any unusual symptoms or behaviors and evaluate responses of residents to medications given.

Prepare pass medications.

Take and record telephone orders.

MV- transportation

Driver Capital Heights, MD 01/2011 to 07/2011

DRIVER Metro Access.

Drives one of several different coach/buses or company non-revenue vehicles in a safe, courteous, and reliable manner throughout the contracted service area within a daily assigned time schedule.

Maintains a strong attendance record.

Performs pre/post trip vehicle inspections as required. Possess a functional knowledge of the demographics of the service area.

Stops at designated points to load and/or unload passengers. May assist in the boarding of passengers using wheelchairs or other mobility aids and is required to properly secure wheelchairs and scooters.

Notifies dispatch of deviations, overload, accidents, passenger incidents, medical/behavioral problems, or bus mechanical/electrical trouble.

Assures that fares are deposited into the fare box and dispenses information.

Advises passengers of rules and regulations when necessary. Completes and submits written reports concerning

passengers and all accidents.

Operates on-board computer fare boxes and destination signs.

Assumes any and all other duties assigned.

Prince Security

Unarmed Special Police Officer Washington,, DC

03/2009 to 03/2011

Unarmed SPO Dc Shelters.

Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.

Obtains help by sounding alarms.

Prevents losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers.

Controls traffic by directing drivers.

Completes reports by recording observations, information, occurrences, and surveillance activities; interviewing; obtaining signatures.

Maintains environment by monitoring and setting building and equipment controls.

Maintains organization's stability and reputation by complying with legal requirements.

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.

Contributes to team effort by accomplishing related results as needed.

Allied Barton, World Bank Contract

ARMED/UNARMED SPO Washington, DC 03/2010 to

01/2011

Patrol duties in a variety of scenarios, both in vehicle and by foot.

Maintain legible complete daily log.

Provide quality customer service to those you come in contact with Report significant incidents to local law enforcement Make arrests when necessary.

Securitas Security

SITE LIEUTENANT Rockville, MD 12/2008 to 03/2009 Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.

Obtains help by sounding alarms.

Prevents losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers.

Controls traffic by directing drivers.

Completes reports by recording observations, information, occurrences, and surveillance activities; interviewing; obtaining signatures.

Maintains environment by monitoring and setting building and equipment controls.

Maintains organization's stability and reputation by complying with legal requirements.

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.

Contributes to team effort by accomplishing related results as needed.

CES Washington Convention Center

Security Officer WASHINGTON, DC 12/2002 to 05/2004 Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry.

Obtains help by sounding alarms.

Prevents losses and damage by reporting irregularities; informing violators of policy and procedures; restraining trespassers.

Controls traffic by directing drivers.

Completes reports by recording observations, information, occurrences, and surveillance activities; interviewing; obtaining signatures.

Maintains environment by monitoring and setting building and equipment controls.

Maintains organization's stability and reputation by complying with legal requirements.

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; calling for repairs; evaluating new equipment and techniques.

Contributes to team effort by accomplishing related results as needed.

Garda Security

ARMED SPO Washington, DC 05/2004 to 10/2008

Patrol duties in a variety of scenarios, both in vehicle and by foot: Maintain legible complete daily logs Provide quality customer service to those you come in contact with Report significant incidents to local law enforcement Make arrests when necessary.

Kaki

Customer Service Rep Arlington, VA 06/1999 to 12/2002 Demonstrated working knowledge of HUD practices and procedures.

Demonstrates working knowledge of product/service features used in customers' refunds.

Interprets and applies systems knowledge and tools to manage customer requests with supervision.

Performs billing and collection activities, including verification and pre-billing in an accurate and timely manner.

Responds to billing questions from HUD and third party payers.

Creates and maintains customer files.

Assist in preparation of monthly reports.

Resolves routine problems/issues.

Coordinates problem resolution with alternate sources. Offers customers alternatives based on available tools and information.

KFC/Taco Bell Silver

Shift Leader MD 06/1993 to 06/2000

Effectively manage Front of the House operations.

Responsible for all opening and closing procedures of the restaurant.

Manages standards and commitment to quality.

Responsible for scheduling FOH departments as assigned. Responsible for the managing of all daily and weekly reports.

Ensures all administrative procedures are followed according to established standards.

Fosters teamwork by building effective teams committed to restaurant and organizational goals.

Operates with a high degree of Professionalism, Ethics and Integrity, maintaining a role-model image.

Properly resolves guest complaint ensuring guest leaves on positive note.

References: Benita Bennett Supervisor(Rap/THE) 202-***-**** Les Moore Friend 240-***-****

References

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