Project Manager Customer Service
Resume:
PROFILE
In both the US Army and at Baltimore County Public Library, I have demonstrated my commitment to excellent customer service by using my creativity and negotiation skills to effectively assist customers. My squad mates, the soldiers in my training platoon, and my co-workers in BCPL see me as a cooperative team player who is always available to pitch in and provide guidance. As a freelance writer and editor, I succeed in setting and meeting my own deadlines and the deadlines set by editors. As a remote employee for Fruitslice magazine, I worked for a start-up company, exceeding deadlines, and helping to establish workflow.
EMPLOYMENT EXPERIENCE
Editor, Reviewer -
Fruitslice Magazine
Library Supervisor -
Baltimore County Public Library
Circulation Assistant -
Baltimore County Public Library
Arabic Language Analyst -
US Army, US Army Reserve
****.******@*****.***
13 Falls Chapel Way, Reisterstown, MD 21136
Cheryl A. Bush
Mar '24 Sep '24
• Reviewed submissions for alignment with the magazine's issue theme
• Expertly assessed quality on a 1-7 scale using Excel spreadsheet, exemplified through my analysis of customer satisfaction survey data
• Enhanced length & readability of selected submissions for improved clarity, leveraging concise language selection & formatting enhancements Maintained communication via Slack, engaging with every remote employee 6-10 times daily, utilizing features like channel organization & integration with other apps
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• Leveraged constructive feedback to enhance performance & streamline processes through regular check-ins & 360-degree feedback mechanisms Jan '20 Dec '23
Reisterstown Branch
• Delivered In-Charge Training program for staff new to leadership roles, enhancing decision-making & leadership skills Led the Cross-Functional Training Team, orchestrating dynamic training initiatives resulting in a 20% surge in participation across 19 branches, 1 mobile unit, & Administrative offices utilizing Excel, Zoom, & Google Calendar to craft an innovative annual training calendar
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Collaborated with fellow CFT Facilitators to sculpt training offerings & formulate suggestions to enhance both future training sessions & the presentation & management of information within our system
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• Guided & supported 10-15 new hires in navigating an ever-evolving library system through shadowing, one-on-one meetings, & training sessions
• Prepared part-time circulation assistants & librarians for promotion through training in customer service, problem-solving, & communication skills Crafted Daily Schedules with 3W software, optimizing efficiency through resource allocation management, real-time scheduling updates, & automated task assignment
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Jan '12 Dec '20
Reisterstown Branch
Empowered 10-15 new hires to excel in shelving, shelf-reading practices, & phone protocol through immersive on-the-job training, mentorship, & e-learning sessions
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• Served as a member in the branch Teen Work Group, helping create and organize new programs for teenagers using the branch.
• With a high degree of accuracy, performed daily activities such as problem materials, serials maintenance, and public pick-up.
• Assisted customers at the front desk and over the phone with concerns about their accounts, including how to register for a library card. Jan '97 Dec '12
Demonstrated high-level communication skills through impactful written reports & dynamic oral briefs, leading to improved decision-making processes & enhanced efficiency
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• Navigated multiple dynamic mission updates across various offices using project management software & communication tools
• Earned the Star Award in 2006 for exceptional contribution, emphasizing adaptability, knowledge, and professionalism Executed the Command Language Program, enhancing team efficiency by 20%, boosting program effectiveness by 30%, & streamlining communication processes with proficiency in project management tools & strong communication skills:
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1. Updated database of 80+ language analysts, including scheduled training, test scores, and proficiency. 2. Managed language training and testing for language analysts to assess and increase proficiency. 3. Worked with other units to coordinate joint training and language analyst tracking. 4. Innovated usage of linked Access/Excel 2003 databases and spreadsheets in order to better track language analysts' information.
• Excelled in security systems management at Goodfellow AFB, TX
• Mentored, managed, and instructed new student arrivals, ensuring compliance with all Army and individual installation directives. Senior Administrative Assistant -
Defense Security Service
Assistant Manager -
The Body Shop
EDUCATION AND TRAINING
Bachelor of Arts, Communication, Minor in Business Administration, Certificate in Project Management
University of Maryland, Global Campus
In process
Certificate of Completion, Arabic Language and Culture Defense Language Institute/Foreign Language Center Certificate, Composite Risk Management—Basic
Defense Security Service, Security Education and Training Academy SKILLS
Jan '06 Dec '09
Freedom of Information Act/PAB Office
Analyzed incoming Requests for Information to enhance file organization efficiency using Data Management software & Document Organization tools
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• Reduced case backlog from three years of files to less than one month of files. Elevated compliance audit ratings by fortifying the proper handling & safeguarding of classified & other sensitive materials through the integration of access control systems, secure storage solutions, & encryption software
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• Established over 100 PAB case files, allocated alphanumeric tracking numbers, & readied suitable initial responses Jan '00 Dec '02
Annapolis, Arundel Mills, and BWI sites
Recruited, trained, & appraised staff to meet location requirements, overseeing the hiring of 15-20 additional personnel for seasonal roles & coaching in communication & customer service skills
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Boosted staff morale by securing permanent positions for 8 exceptional seasonal employees while seamlessly guiding the transition of other team members
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Facilitated weekly & monthly regional virtual meetings to disseminate store statistics, receive corporate updates, & optimized work practices as needed
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Adelphi, MD
Monterey, CA
Linthicum, MD
• Microsoft Office applications proficiency
• Proficient with scheduling software
• Arabic language and culture proficiency
• Adept at learning languages
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