Tarnisha Hood

Washington, DC *****

adzee0@r.postjobfree.com

Work Experience

Office of the State Superintendent of Education (OSSE), Washington, DC April 2018 – Present

Customer Service Representative Remote/ In-Person

Determine the cause of the customer’s frustrations to provide the best solution to solve the problem

Cross-train and provide back-up for other customer service representatives as needed

Follow communication procedures, guidelines, and policies

Place orders for customers as requested

Track shipments

Meet standard call center performance metrics

Perform other Duties as assigned

Managing and maintaining reports for analyzing common complaints, and following up with customers to ensure their full resolutions

Kentland Community Center, National Capital Park and Planning Commission, Landover, MD

Customer Service Representative August 2018 – October 2021

Greet customers and answer telephone calls promptly with expert customer service

Support recreational facilities and sites by providing excellent customer service while operating the front desk

Serve as the content expert for all information regarding the recreation center

Register patrons for courses, memberships and events using the Parks Direct event planning software

Coordinate with Guest Services Coordinator regarding caterers used for in-house meetings.

Organize and promote interest in recreational activities, such as arts, crafts, sports, games, camping, and hobbies

Meet and collaborate with agency personnel, community organizations, and other professional personnel to plan balanced recreational programs for participants

Advanced Employee Intelligence Agency, Washington, DC January 2015 – July 2017

Junior Counselor III

Met with applicants individually to assist with completion of federal and state derived tuition assistance documents

Processed DCTAG applications based on eligibility criteria and required documents to ensure applicants were eligible for DCTAG

Maintained and confidentially stored student records

Filed D.C. One application supporting documents when applicants were made eligible for the DCTAG program

Counseled applicants and parents in the FAFSA completion process and latest federal financial aid and eligibility requirements

DC TAG recipients to an accredited University

Provided necessary assistance and guidance to applicants and parents when completing the D.C. One application and monitored their progress

Provided general administrative support providing customer service in a timely and proficient manner

Assisted and resolved questions, concerns, and problems regarding Financial aid or scholarships for DC students

Provided general administrative support, including front desk coverage

Utilized computers to maintain student database, admissions, and financial aid information

Received DCTAG award letter as a recipient from Pennsylvania State University

Education

Bachelor of Applied Science in Business

Pennsylvania State University, PA 2013

Experience and Skills

Strong customer service orientation

Demonstrate critical thinking and problem-solving skills

Proficient knowledge of Microsoft Office Suite and Excel

Strong organizational and leadership skills

Adapt in face pace environment

Excellent verbal and written communication skills

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