Customer Service Representative

ANDRA KAI SHAW

Annapolis, MD ***** • 818-***-**** • ************@*****.***

Part-Time Customer Service Representative

Motivated, customer-first professional with 10+ years of client communications, scheduling/dispatch, ticket escalation, and cross-functional coordination—plus deep experience documenting procedures, training staff, and tracking issues to closure. Proven ability to run multi-channel outreach (email/phone/web), manage complex queues, and translate technical or operational updates into clear, empathetic messages for customers and stakeholders. Thrives in remote or hybrid settings with strong follow-through, organization, and independent judgment.

Core strengths

Proactive customer outreach (check-ins, satisfaction calls, surveys)

Multi-channel inbox/queue management (email, phone, web forms)

Scheduling & dispatch; calendar and appointment coordination

Ticketing & escalation; incident/outage communications

Account onboarding, order entry, and documentation

Cross-functional collaboration with field, engineering, and operations teams

Reporting & analytics (issue trends, high-risk accounts, retention insights)

SOPs, knowledge articles, and training materials

Process improvement and automation awareness

Excellent written/verbal communication; public presentations

Professional Experience

Maryland Department of General Services (DGS) — Maryland

Director, Life Safety & Quality Improvement 01/2024–Present

Lead agency-wide safety/quality programs with a strong service mindset; draft and deliver clear guidance, notifications, and status updates to diverse stakeholders.

Track safety/risk issues, analyze trends, and recommend corrective actions; log completed work to ensure seamless handoffs and avoid duplication.

Coordinate with internal teams and external partners to resolve issues quickly; escalate when needed and follow through to closure.

Maintain documentation (policies, procedures, training) and run audits to verify compliance and effectiveness.

Program Manager IV (Superintendent) 03/2021–01/2024

Managed daily operations for 22 facilities and a 60-member team, serving as the primary point of contact for building occupants and tenant agencies.

Owned the work-order/ticket queue in a CMMS: triaged requests, prioritized scheduling, escalated to specialized teams, and communicated ETAs and outcomes.

Sent maintenance/outage notifications and coordinated scheduling windows to minimize disruption.

Generated routine and ad-hoc reports (backlog, trends, customer issues) for leadership; recommended improvements and monitored results.

Streamlined SOPs and training to reduce rework and ensure consistent customer experience across sites.

Program Manager II (Assistant Superintendent) 12/2020–03/2021

Oversaw communications and scheduling across 22 buildings; monitored CMMS ticket data for accuracy, timeliness, and proper tagging.

Developed SOPs and trained staff to improve response quality, documentation, and handoffs.

Reviewed vendor/contractor performance and coordinated multi-team work to resolve ongoing issues.

Regional Manager & Safety Captain 05/2019–12/2020

Managed operations for five buildings; handled customer complaints and service requests end-to-end with emphasis on empathy, transparency, and resolution.

Planned preventive maintenance windows and communicated impacts to stakeholders; conducted drills and coordinated responses for time-sensitive events.

Tracked issues and budgets; produced reports to highlight risks and prioritize remediation.

Health & Safety Specialist 08/2014–05/2019

Led a comprehensive program requiring frequent customer-facing updates, training, and surveys; partnered with police, fire, and technical teams to solve complex problems.

Investigated incidents, coordinated with claims teams, and maintained accurate records and follow-ups.

TeleTech Holdings, Inc. — Remote

Team Lead & Trainer Chat Coach Supervisor 08/2011–08/2015

Supervised 32 remote Consumer Relations Agents in a virtual contact-center environment: coached service quality, empathy, and problem resolution.

Managed schedules/coverage, routed calls to appropriate queues, and monitored KPIs; provided regular performance feedback and action plans.

Resolved escalations, standardized responses, and improved knowledge resources to boost first-contact resolution and customer satisfaction.

Maryland Office of Preparedness & Response — Baltimore, MD

Hospital Preparedness Program Coordinator 01/2013–01/2014

Ran multi-stakeholder communications and progress reporting; coordinated projects, tracked milestones, and supported survey readiness.

Managed grants, budgets, and inventory; maintained precise documentation and status updates.

Additional Experience (customer-facing, communications-heavy)

OneLegacy Transplant Donor Network — Hospital Services Coordinator: Led hospital-based communications, compliance reviews, and training; presented at seminars and coordinated with clinical teams.

Children’s Connections, Inc. — Adoptions Specialist: Guided families through complex processes; maintained detailed case records and provided high-touch support.

California State Council — Community Program Specialist: Delivered public presentations, analyzed policy, and maintained stakeholder relationships.

Selected contributions aligned to this role

Proactive engagement & surveys: Conducted regular check-ins, training, and after-action reviews; gathered feedback to improve service and reduce repeat issues.

Scheduling & queueing: Managed large scheduling cadences and appointment windows; transferred calls to the right queues and ensured clear handoffs.

Escalation & incident comms: Triaged tickets, escalated to specialized teams (engineering/field/vendors), and issued maintenance/outage notices with timelines and updates.

Onboarding & order entry: Built/maintained SOPs and checklists for consistent onboarding of staff and services; ensured accurate tagging/fields in ticketing systems.

Reporting & retention: Produced trend and risk reports to identify high-risk customers/issues; recommended mitigation and retention actions.

Cross-functional ops: Worked closely with field teams, network/engineering equivalents, and management to prevent disruptions and resolve complex problems.

Process improvement & automation: Standardized procedures and documentation; identified opportunities to reduce manual steps and rework.

Education

M.S., Crisis Management & Homeland Security Law, University of Maryland, Carey School of Law

MBA, Healthcare Management, Southern New Hampshire University

B.A., Public Policy Analysis & Psychology, University of North Carolina at Chapel Hill

Tools & platforms

Microsoft 365 (Outlook, Excel, Word, PowerPoint) • Google Workspace • CMMS/work-order systems • Adobe Acrobat/Pro • Virtual meeting & call-center tools • Basic data analysis/reporting

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