Service Worker Customer

Monica Reese - Nonprofit Administrative Professional

SUMMARY

Dedicated administrative professional with a proven track record in office support, event coordination, and conflict resolution, particularly within community-focused organizations. Experienced in managing projects, supervising staff, and improving operational workflows to achieve mission-driven goals. Skilled at liaising with families, local agencies, and government partners to coordinate resources and communication. Proficient in database management, scheduling, report preparation, and advanced Microsoft Office and Google Workspace applications. Holds Paralegal and Family Service Worker certifications to support organizational effectiveness. CORE COMPETENCIES

- Office Administration & Organization

- Event Planning & Coordination

- Conflict Resolution & Mediation

- Database Management & Data Entry

- Scheduling & Calendar Management

- Customer Service & Client Relations

- Report Preparation & Documentation

- Microsoft Office & Google Workspace proficiency

- Leadership & Team Coordination

- Time Management & Prioritization

PROFESSIONAL EXPERIENCE

Tri-City Peoples Corporation (Newark, NJ) - Corporate Receptionist / Certified Family Service Worker (Mar 2008 - Aug 2012)

- Managed a multi-line phone system and front-desk operations, greeting clients and coordinating mail and correspondence.

- Coordinated client appointments and transportation for senior citizens, liaising with social service and government agencies to meet community needs.

- Prepared monthly statistical reports and maintained client databases and case files for program reporting and compliance.

- Facilitated staff meetings and supported strategic planning for educational and social programs, ensuring effective office operations.

Swissport Cargo Inc. (Newark, NJ) - Dangerous Goods Specialist / Cargo Agent (Mar 2013 - Aug 2018)

- Calculated shipping rates and prepared billing invoices and documentation for hazardous cargo, ensuring accuracy and regulatory compliance.

- Coordinated with carriers and internal teams to schedule shipments and maintained detailed cargo records to support logistics operations.

ERMC Aviation LLC (Newark, NJ) - Customer Experience Specialist (Aug 2022 - Jan 2024)

- Managed passenger inquiries and resolved service issues to improve customer satisfaction in a fast-paced airport environment.

- Supported operational changes and process improvements at airport facilities, ensuring continuity and efficiency. NJ E-ZPass (Newark, NJ) - Customer Service Representative (Apr 2021 - Aug 2022)

- Assisted customers with account inquiries by phone and email, resolving toll payment and billing issues with professionalism.

- Processed transactions and updates using mainframe and web-based systems; maintained up-to-date knowledge of company policies and programs.

United Ground Express Inc. (Newark, NJ) - Passenger Assist Agent (May 2019 - Oct 2020)

- Assisted passengers with luggage claims and travel itineraries, ensuring compliance with airline procedures and schedules.

- Coordinated TSA line flow and provided special assistance to travelers with disabilities, enhancing safety and customer service.

PrimeFlight Aviation Service (Newark, NJ) - Lead Member (Jun 2006 - Mar 2007)

- Supervised daily ground operations, leading a team of cleaning staff and coordinating tasks to ensure on-time aircraft turnaround.

- Operated company vehicles for crew transport and equipment logistics; maintained clear communication among diverse team members.

Xerox Business Services (Newark, NJ) - Associate/Lead Mail Clerk (Feb 1998 - Dec 2002)

- Managed incoming and outgoing mail distribution for a large office; trained new staff on mailroom procedures and efficient processes.

- Performed data entry and record-keeping for billing and payroll; assisted in preparing monthly financial reports for management.

EDUCATION & CERTIFICATIONS

- Paralegal Certificate, Essex County College - Legal Assistant Studies (2008)

- Family Service Worker Certification, Rutgers University - Pre-K Family Development (2009)

- Associate of Applied Science (Legal Administration), Gibbs College (2004)

- Bachelor of Science (Theological Studies), Eastern Theological Seminary (2008)

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