Operations & Call Center Leader with IT Skills

EGREGORY E. HICKSON

Objective:

To use my ability to work in an operations team in a customer environment. I am self-motivated and able to work both independently and as a collaborative team member. To obtain a position where I can maximize my organizational and interpersonal skills and knowledge, which will contribute to my years of customer service experience, will allow me to grow personally and professionally.

SKILLS/TOOLS:

Operating System: Windows 11, Microsoft 365, MVS/OS, XA; AS/400.

Software: Netview, BMC Remedy 6.0, Knowlix, Virtual Private Network (VPN), Microsoft 365 Excel and Word, Project Management, Outlook 2025, Google Docs, RecTrak, Key Track, and Paycomm, POS

Hardware: Motorola # MC55A bar code scanning hardware for inventory. ThinkPad; Gateway 2100, Compaq ENVO, HP Laptop and PC Systems, AT&T Blackberry, Dell, GX260, C620, C621, D500, ThinkCentre.

Other: Certification from Help Desk Institute (HDI) as a Customer Support Specialist (CSS).

In 2003.

PROFESSIONAL EXPERIENCE:

Customer Service Support Training, January 2016 – Present

Senior Instructor/Trainer/Facilitator (Self-Employment) (Seasonal)

Teach courses in Customer Service Support to New Hires and Key Team members.

Used MS Word and PowerPoint to capture information for teaching stand-up classes.

I also use Google Docs to store my presentations for teaching my classes.

Design and implementation of client business data to identify key indicators on Help Desk operations, process controls, and curriculum editing.

Excellent classroom presentation and facilitation skills; outstanding verbal, written, and interpersonal communication skills.

SPS Consulting (Silver Spring, MD) January 22nd, 2025, to July 2025

Client Service Coordinator (CURF) Full-Time

Key Responsibilities:

Provide information about facility rentals and assist clients with booking spaces for events

I handle general inquiries from the public regarding the civic building and its services

I have experience in running the Front Desk/ Reception areas.

I have experience in Customer Service. flow as a supervisor and team member

I enjoy working autonomously to complete tasks and projects.

Requirements:

Strong customer service and communication skills

Experience in event support or facility operations

PROFESSIONAL EXPERIENCE:

BEACON HILL STAFFING (DC), MARCH 2023 TO MAY 2024

Office Service Agent (Mailroom) Full-Time

As a Support Office Services Agent, I support functions by helping the staff. I also assist with general property management. Serve as a member of the Office Services Team on-site.

Responsibilities

I’m responsible for the processing and distribution of incoming mail, pick-up and posting, and the processing of outgoing mail. Make internal pickups and distributions of correspondence, parcels, and various other materials to proper personnel. Responsible for conducting periodic inventories of office supplies and restocking kitchen and workroom supplies.

Responsible for ensuring that conference and meeting rooms comply with set-up requests. Manage telephone, copier, and postage systems. Assist with the administration of the procurement system, including maintenance of central procurement files.

Serves as back-up for the following functions: Receptionist in all aspects. Low-level building maintenance. Perform other related duties as assigned by the manager on-site.

Qualifications

I have over three years of relevant experience in an office environment. I have a working knowledge of Pitney Bowles Postage machines and Konica copiers. Knowledge of the USPS postal system. Experience with 365 Microsoft Office. Basic computer skills (email, Microsoft Office 365, and Excel). Ability to communicate clearly, both verbally and in writing. Paying attention to detail. Excellent customer service skills. Ability to work independently.

PROFESSIONAL EXPERIENCE

Strathmore Music Center October 2022 to December 2023

House Manager Part-Time Seasonal Bethesda, MD

House Managers are often the sole Strathmore representative responsible for the successful execution of private and in-house events and the protection of the Strathmore/County physical assets.

Must command a wealth of knowledge in both general Strathmore and Mansion-specific protocols and procedures.

Serves as the “Face of Strathmore,” representing the organization with the utmost level of excellent customer service and hospitality when interacting with patrons and clients.

Act as information distributors and greeters and provide a security element in the venue.

Provide guests with directions, instructions, and assistance as needed, including issues of ADA accessibility.

Convey and enforce Strathmore Hall rules and contract requirements to the clients and vendors.

Convey and enforce procedures in emergencies, including swift contact for support and to apprise senior management of the situation. File incident reports as needed.

Assist patrons with accessibility requests and accommodation needs in accordance with the Americans with Disabilities Act and Strathmore’s standards of service.

Adhere to Strathmore’s inclusion, diversity, equity, and access principles while serving the public and working with colleagues.

This role is a highly detailed role within the Music Center to complete event requirements and create an appealing experience for the guests.

Education

Prince George's Community College, Largo, MD

Currently working on a bachelor’s degree in business management,

Minor: Information Technology Information Library (ITIL)

CERTIFICATIONS/COURSES:

Help Desk Institute Certification (HDI) 2003

Introduction to Project Management course completed 2007

Introduction to Real Estate 2014

Accessible & Service Animal Training for Employees 2017

Teaching Courses in Customer Team Support 2023

Introduction to Sociology 2023

Introduction to Business Law 2023

CPR & First Aid 2025

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