Customer Service Human Services
Resume:
Vickie R. Braxton
Capitol Heights, MD 20743
**********@*****.***
EDUCATION
-Doctoral Candidate (ABD), Liberty University, Community Care and Counseling, Traumatology Cognate – expected date of completion Fall, 2025 3.57 GPA Dean’s List
-2019 Graduate, Liberty University, MA Human Services Counseling: Criminal Justice/Juvenile Justice Concentration
3.53 GPA Dean’s List
-2018 Graduate, Thomas Edison State University, BS Human Services 3.386 GPA
-1981 Graduate, Sidwell Friends School
-Graduate ASAE Career Diversity Management Program 1993
EXPERIENCE
Lead Hospitality Instructor May 2023 – Present
Sunflower Bakery
Instruction/Curriculum Development
Instruct classes with 4-6 students, 4 cohorts/year. Students are neuro-diverse or have other learning differences.
Develop and teach hospitality curriculum responsive to both employers’ needs and the needs of students based on current industry standards.
Create and schedule interactive and experiential lesson plans that are flexible to different learning styles.
Advise students on the proper way to self-advocate.
Instruct students on the steps to create superior customer service experiences and monitor all customer interaction to ensure successful delivery of service as instructed.
Assess perspective students applying to the program regarding practical skill level and work readiness focus.
Work with job coaching team to find the most appropriate job for individual hospitality students and ensure they have received proper training to remain employed for the long-term.
Train and Certify students in ServSafe Food Handling and Customer Service/Tourism, industry standard certifications.
Manage Hospitality and Café staff.
Reporting/Tracking
● Create weekly and monthly progress reports and meet with parents and students to discuss.
● Track hospitality graduates and work with Sunflower Job Coaches to understand how curriculum should be evolved based upon feedback from employers and students.
Bakeshop Management
● Instruct and oversee student work in Sunflower bakeshop with minimal coaching, including up-selling techniques.
● Oversee the Café manager, students and volunteers helping within the bakeshop.
● Create schedules for the bakeshop to ensure it is properly staffed.
● Develop and implement opening and closing procedures.
● Work with students to apply training and provide exceptional customer experience.
Adjunct Professor, Wellness, Culinary and Hospitality August 2020 – Present
Prince George’s Community College, Largo MD
Provide leadership and educational instruction for 25-30 students per class in Hospitality related courses in the PGCC P-TECH partnership in addition to instructing adult learners in Hospitality related courses as assigned.
Create curriculum for classroom, hybrid and on-line learning environments. Monitor course work and completed assignments to ensure that students are meeting course objectives and program outcomes as aligned with the College’s mandates. Engage students in learning through motivation and goal setting which promotes a culture of accountability and pride in achievement. Utilize various teaching methods including engaging lectures, group discussions and media presentations to promote critical thinking.
Assist, mentor and advise students through both in person and through use of electronic media such as email and Blackboard. Provide one-on-one assistance during office hours to assist students in understanding concepts which lead to increased academic performance.
Responsible for developing, delivering, and reviewing course material and syllabi to meet established course assessment benchmarks. Work with Department Chair to update assessments as required.
Create a classroom environment where students feel comfortable participating and learning. Promote critical thinking using techniques per Bloom’s Taxonomy for Higher Learning and Critical Thinking.
Provide extra support to students as required and schedule consultation times where questions and concerns can be addressed. Provide feedback on assignments, as necessary.
Keep up to date with advancements in the field and integrate new knowledge into lessons.
Adjunct Instructor, Workforce Development October 2018 – Present
Prince George’s Community College, Largo, MD
Teach workforce development skills to students in the areas of Customer Service, Life Skills Management and Hospitality/Lodging. Class material certified by the American Hotel and Lodging Institute including START (Skills, Tasks, and Results Training) which trains individuals on performing key tasks, along with the general hospitality knowledge and soft skills needed to succeed in a front-line position at a lodging property.
Teach techniques of Guest Service Gold, helping students to anticipate guest needs, deliver memorable experiences, and turn around demanding situations. Instruct students through Bring Your A Game which teaches the fundamentals of work ethics including time and fiscal management/budgeting, customer service and business best practices.
Served as a Hospitality Capstone Instructor at the 2019 Prince Georges Community College Summer Employment program for high school students in hospitality and employment responsibility. Responsible for developing program teaching materials in line with course objectives.
Served as College Contract trainer at Goodwill, YWCA, Employ PG and other organizations.
Substitute Teacher November 2019 – March 2020
Prince George’s County Public Schools, MD
Effectively communicated with students, staff and other stakeholders; cooperate with school personnel as assignments are given and present a professional image and appearance in the classroom.
Planned appropriate educational activities for students when there were no plans available or when assigned because of an emergency.
Provided instruction that reflects multiple perspectives and multicultural education as assigned.
Program Instructor April - July 2018 / June - July 2019
Close Up Foundation, Inc., Alexandria, VA
Responsibilities included: Engagement of Middle and/or High School students from across the United States in controversial public policy discussions while using the nation’s capital as our classroom. Lead students through life-changing educational experiences which include visits to historic sites, iconic monuments and memorials, and Smithsonian museums.
Responsible for facilitation of meetings with elected officials and key public policy experts, as well as facilitating issue- based debates and workshops based on the Close-Up Curriculum model which also included visits to National Historic sites in Williamsburg and Gettysburg, VA; Philadelphia, PA; and New York City.
Responsible for teaching students the roles of the branches of the federal government.
Responsible for conducting mock-congressional legislative sessions thereby teaching processes involved in drafting and passing federal legislation.
Served as a Program Instructor during the 2018 and 2019 ACLU (American Civil Liberties Union) Summer Institute/Close-Up Facilitator. Worked with over 800 students for ten days facilitating group discussions on ACLU mandates and legal issues such as LGBTQ Rights, School-to-Prison Pipeline, Education Reform and Racial Disparity in the Criminal Justice System. Attended meetings on Capitol Hill with students and national legislators.
Director of Administration/Senior Advisor September 1999 – February 2019
Super Leaders, Inc., Washington DC
Responsibilities included: mentor and advise at-risk students and directly coordinate academic and athletic participation with teachers and coaches on behalf of students, parents or guardians. Teach and/or facilitate seminars on community service initiatives, basic health and wellness, school-to-college, school-to-work and school-to-military during week-long student retreats. Coordinate and facilitate student college tours.
Collaborated closely with peer mediation and violence/conflict resolution counselors to facilitate student workshops and coordinate organization’s student tutoring programs. Collaborated with teachers and advisors in five public schools in the District of Columbia and two in the state of Maryland. Responsible for initial start-up of all school programs.
Served as program liaison with the Departments of Health and Human Services and various state housing authorities to facilitate placement for youth in our program who require these services. Collaborated with parents, social workers and case managers to ensure that the youth in the program needing mental health care, drug treatment and other services gained access to them. Response for all case management and case notes for students.
Created the official Super Leaders Social Media Policy adopted by the Board of Directors.
Served as program liaison with various law enforcement agencies, probation offices and other court offices.
Collaborated directly with Executive Director to develop and monitor budgets for four yearly, week-long overnight retreats for 400+ students. Coordinated all logistics including site selection, registration, transportation and other duties in relation to meetings and event management.
Responsibilities also included board meeting and special event planning, design and production of all marketing and communications materials, production of quarterly newsletter, press releases, corporate brochures and the annual report, and selecting speakers and trainers for retreats and other events.
Served as Lead Trainer and collaborated directly with Executive Director in coordination of all educational programs and retreat training modules, annual Taste of DC participation, walk-a-thons, blood-drives television and radio appearances and other group and individual student activities under the Super Leaders banner. Trainer in teen Life-Skills Management.
Coordinated annual fundraisers for the organization. Responsibilities included collaborating directly with celebrities from the entertainment and athletic arenas and their staff to ensure event participation, overseeing silent and public auctions and dinner logistics for 250+ participants.
Responsible for writing and submitting financial grants on behalf of the organization, creating and maintaining various databases for the organization and oversight all schools’ recruitment and retention efforts.
Received 2015 Super Leaders Award for Service Excellence
SKILLS
Administrative: Trained in and daily use of both Blackboard and Compass use as educational tools for students as remote learning platforms. Experience in both hybrid learning and remote learning modalities. Experience in classroom management and lesson planning. Internet Use, Microsoft Office Professional, QuickBooks and Microsoft Windows. Experienced in all aspects of pre and postproduction of various marketing and promotional materials. Experience in grant writing. Experience writing organizational policies and programs.
Training: Seasoned Hospitality trainer and Certified AHLEI Instructor. Seasoned Life Skills Trainer for at-risk youth, neuro-challenged individuals, juvenile offenders and returning citizens. Experienced in curriculum design for in-person, hybrid and remote classes.
Certified ServSafe Food Service Manager/Expires 2027
CIT Certified Disaster Relief Counselor/Expires 2027
CIT Certified in Program Research and Development/Expires 2028
Certified Adult mental Health First Aid/Expires 2027
Behavioral: Virginia Qualified Mental Health Trainee. Trained/Educated in Cognitive Processing Therapy, Cognitive Behavioral Therapy, Integrative Spiritual Therapy, Advanced Group Counseling, Adult and Familial Trauma, Advanced Trauma Assessment Techniques, Child & Adolescent Trauma, Crisis & Trauma Techniques, Empirically Supported Treatments for Trauma, Diagnosing & Treating Addictive Behaviors. Experienced in training persons with Autism and co-existing diagnoses such as ADHD, Impulse Control Disorder and Conduct Disorder. Experienced in Writing Case Management Records and Training/Employment Plans for neuro diverse students.
PAST AFFILIATIONS
Tau Upsilon Alpha, Thomas Edison Chapter, Human Services Honor Society, 2015
Phi Theta Kappa Honor Society – 2 Year Colleges - March 2004
Omega Nu Lambda Honor Society - 4 Year Colleges March 2019
Memberships in:
American Society of Association Executives (ASAE)
Greater Washington Society of Association Executives (GWSAE)
Pigskin Club of America Scholarship Award Committee
ASAE Committee on Diversity in Association Management
GWSAE Committee on Diversity in Association Management
GWSAE Committee on Association Community Service Programs
References Available Upon Request.
Contact this candidate