Organizational Development & Mediation Team Leader

MONIQUE R. DILLARD

Baltimore, MD *****

Phone: 202-***-****

Email: ***************@*****.***

Education:

University of the Rockies, Colorado Springs, CO

Master’s Program: Master's Degree, Organizational Development, Masters of Arts in Organizational Development and Leadership with a Concentration and Specialization in Organizational Diversity, 2016 – 2017

University of the Rockies, Colorado Springs, CO

Master’s Program: Masters of Arts, Psychology: Mediation & Conflict Resolution, GPA: 4.0 Masters of

Psychology/Mediation & Conflict Resolution, 2012 - 2014

Ashford University, Clinton, IA

Bachelor’s Program: Bachelor of Arts (BA), Social and Criminal Justice

Graduated with honors. Magna Cum Laude - Activities and Societies: Honors, 2010 – 2012

Missouri Valley College

Associates Program: Associates of Arts, Marketing/Small Business Management, 1992 – 1995

Activities and Societies: Student Senate, Sigma Sweetheart, Volunteer for high school students

Certifications:

Certified The Cultural Transition Process Certification - License # 26493, Partners In Leadership, LLC (2019)

Licensed Cosmetology, Barber/Styling, and Nail Instructor, The French Institute, (2002 - 2003)

Technical Skills:

Windows 7, Microsoft Vista, Microsoft XP, Microsoft Vista, Microsoft Windows 10, Microsoft Office Suite, Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft SharePoint, Microsoft Access, Microsoft FrontPage, Microsoft Project, Microsoft Publisher, Microsoft Visio, Microsoft Outlook Express e-mail, Seibel (Database), iContact (Telephone Database), FM, Facility Maintenance (Database), iMis(Database), Vision (Database), SharePoint (Database), Ultra-Staff (Database), Lab Pro2000 (Database), AT&T, Panasonic and Meridian switchboard, GURU (Database), Pathfinder (Database)

Work Experience:

TEAM LEADER Mar. 2013 – Oct. 2016

VIXXO, Linthicum, MD

Analyze key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Determine appropriate actions, communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.

Establish and cultivate appropriate rapport with service contractors in order to achieve customer expectations while minimizing customer costs. Source prospective contractors as needed and complete Request for Contractor Coverage forms for contractor approvals.

Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.

Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customer regarding status of services, time estimations and cost.

Assign and check work, train, and assist Level 1 and Level 2 employees with questions, provide guidance and take escalation calls.

Monitor, manage and take action on customers scheduled and demand service requests ensuring service level agreements are consistently met.

Dispute resolution, invoicing, and accounts payable.

ASSISTANT FIELD MANAGER Oct. 2012 – Feb. 2013

Ajilon Staffing (First Service Networks), Linthicum MD

Update daily field manager call log of committed or declined contracts, prospect usage reports, service agreements, and addendum tracking utilizing Microsoft excel

Responsible for daily mail review and resolutions to invoices and insurance

Field audit document scanning and support and miscellaneous administrative needs

Trained contractors for web support and ongoing contractor needs

Update database on flags and management concerns in the field

Responsible for the upkeep and compliance of active contractor W-9, Certificate of Insurance, and Tax ID validation and tracking

Track URL, timing, and completion of services by contractors

DATA ENTRY/AGENT RECEIVABLES/ACCOUNTS RECEIVABLES Aug 2012 – Oct 2012

Ajilon Staffing (Prudential Fed Realty), Baltimore, MD

Perform the day to day processing of financial transactions to ensure that municipal finances are maintained in an effective, up to date and accurate manner.

Receive and verify invoices and requisitions for goods and services, Verify that transactions comply with financial policies and procedures, Prepare, verify, and process invoices and coding payment documents. Data enter invoices for payment, Process backup reports after data entry.

Maintain listing of accounts receivable and payable. Maintain updated vendor files and file number, Print and distribute weekly and monthly financial reports

Complete payroll functions in order to ensure that agents and staff are paid in an accurate and timely manner

Establish and maintain confidential casual employee files.

Verify pay amounts, hours of work, deductions, verify coding and obtain signatures, Batch pay sheets for data entry, data enter payroll information through logging in.

Provide administrative support in order to ensure effective and efficient office operations

Maintain inventory files, monitor and order office supplies. Maintain a filing system for all financial documents; ensure the confidentiality and security of all financial and employee files,

Greet and assist visitors, answer and direct calls and respond to inquiries, collect money and provide receipts.

ADMINISTRATIVE ASSISTANT/CUSTOMER SERVICE Oct. 2009 – Aug. 2010

Today’s Office Professionals-(ICF International), Washington, DC

Program support includes addressing questions and concerns from Consumer Energy customers

Call center resolution process resolution support that offers clarification and support to customers who have questions and disputes that are resolved through explanation of the program policies, terms and conditions

Handle all customer questions and concerns professionally and in a timely fashion through proper documentation

Responsible for tracking details of customer’s concern, and the subsequent resolution or escalation that cannot be resolved

Utilized SharePoint as a file and management system for technical support, logging resolutions, and case issues. Created tickets using SharePoint for technical support for customers and contractors regarding HVAC resolutions. Companies included Pepco, SMECHO, Detroit Energy, Consumer Energy, and BGE.

Responsible for closing out tickets by close of business. Ran queries by level of priority and reference numbers and document ID. Administered, processed, and integrate data with the creation of applications within SharePoint over a secured network. Responsible for the closing out of tickets upon completion.

Followed up with projects with Project Leaders, contractors, and company base and provide continuous updates daily. Work flow consisted of heavy call and log flow ranging from 500-2300 daily. Administered data entry, processing, and the integration of data through a secured network.

Generate daily and weekly reporting by total number of complaints received, opened, and resolved

Offer clarification and support to customers who have questions and disputes that are resolved through explanation of the program policies, terms and conditions

Responsible for tracking the details of the customer’s concern, and the subsequent resolution or escalation that cannot be resolved

Serve as a liaison between Tier 1 Customer Service who is unable to resolve the customer’s concern. Contact customers within 2 business days to discuss concerns and to review the underlying facts

Work closely with the customer and associated contractor to gather additional information that may require extensive research and coordination with management

Responsibilities include monitoring appointments that are input in the scheduling system, database management system, and liaising with subcontractors

Distribute program materials to the contractors and addressing any updates or issues that surface. Work closely with the customer to capture any additional information that may lead to a quick resolution or that may be essential to mitigating the complaint

CUSTOMER SERVICE/ACCOUNT REPRESENTATIVE Feb. 2008 – Feb. 2009

Labor Ready, Rockville, MD

Perform office support including organizing and maintaining branch filing system, operating the photocopier and fax machine. Contribute to the branch’s overall profitability by supporting the dispatch, telemarketing and collection processes

Responsible for reporting worker and client related incidents using company’s tracking system which contains information about support and resolution. Created work tickets for 40-60 laborers daily using data applications. Process requests using reference numbers and necessary data in a knowledge based tracking system Lab Pro.

Initiated and dispersed ticketing request for work orders, accounts receivables, and temporary employee payments daily through a secured network. Submit incident reports for clients and temporaries regarding theft, injury, and violence. Responsible for the closing of daily work related tickets between client and employee.

Assist new applicants with the employment process, answer questions and qualify potential employees for eligibility to work. Administer the safety quiz to potential employees. Explain how Labor Ready operates to the temporary employees. Coordinate recruiting materials i.e. flyers, advertisements, ensuring the temporaries receive a copy of the Welcome to Labor Ready flyer and that the safety video is playing in the branch at all times

Ensure the highest quality of customer service is provided to temporary workers, team members and customers. Respond to customer inquiries and quote prices within guidelines. Collect and distribute necessary customer information including credit application and job orders

Help resolve temporary employee questions or complaints as well as assist with dispatching, preparing work tickets, review the sign-in sheet, collect advance slips, distribute safety equipment, select employees for job assignments, communicate job assignments and directing employees to the job site location

Input, maintain and follow-up on accounts receivable notes in Lab Pro. Process credit applications and set credit limits. Make collection calls to customers when needed as well as call existing customers to generate repeat sales. Call prospective customers to set sales appointments

Review sign-out sheet and take action as needed. Collect borrowed equipment and account for advances. Process temporary employee’s payroll from completed work tickets. Ensure proper documentation before distribution of the check.

Monitor accuracy of billing process. Investigate questionable entries and take corrective action if needed. Conduct daily billing and closing procedures

STAFFING ASSISTANT/MEETING COORDINATOR Feb. 2007 – Aug. 2007

Nuclear Energy Institute, Washington, DC

Assist administrative assistants in various meeting and catering requests, scheduling and managing conference rooms entering meeting dates using Microsoft Outlook for all internal and external meetings

Perform administrative functions and projects as directed for the Members Relations/Corporate Service Division i.e. arrange and process all travel arrangements, develop and maintain an efficient filing system of all catering invoices, expense reports, and catering budgets, answering Senior Vice President’s phone, routing messages, and answering members’ inquiries

Assist with collecting and collating catering invoices for processing with our F&A Department

Assist with preparation of meeting materials and other details, as well as work closely with the Event Coordinators to ensure all accommodations are acquired when held offsite

Support the division workshops and forums by preparing all documentations and visuals

In receptionist absence, cover the front area, answering and screening phone calls, open and sort incoming mail for F&A and staff; arrange/receive incoming/outgoing packages, arrange courier services, distribute copies as necessary

Proofread catering forms and meeting requests closely with the administrative assistants before processing their orders confirming order requests via e-mail.

Assist other departments as needed with preparations of all meeting materials, conference room setup, conference room audio visual needs, catering requests, office supply orders as well as editing and proofreading meeting material and presentations, formatting documents, and sending electronic correspondence.

Scan various documents and convert to PDF format

Performed weekly inspections throughout the suites reporting light outages and other related maintenance issues to the building manager

Set up office space and conducted training on companies catering policies and procedures for all the new employees

Worked closely with the IT Department scheduling audio visual equipment, inspected all AV equipment reporting any issues to the IT department, schedule annual equipment maintenance

SALON LEADER/MANAGEMENT Aug 2003 – Jan 2006

Rather Companies, Falls Church, VA

Performed assigned work with speed, accuracy, and quality in accordance with State Cosmetology laws and Rather Company’s training specifications

Planned agendas and other meeting materials for salon meetings. Discuss staff planning and education scheduling

Attended salon, manager, and district meetings

Initiated quarterly plans for salon promotional events

Maintained all files and notebooks accurately

Coordinated New Employee Orientation along with other Human Resource Orientations, updated employee files as well as the hiring and termination of company employees upon District Manager approval

Placing and receiving of salon supply orders within company budget

Retail merchandising and management of customer flow by tracking clientele percentages to improve requests

Participated in Active promotion of Hair Cuttery to all merchants

Developed weekly budgetary forecast and ensure that they meet corporate guidelines

Conducted performance reviews using planning calendars and due dates

Coached Stylists on goals setting and developments. Motivated staff through various forms of recognition

Trained & developed assistant managers

Maintained OSHA log, analyzed incidents at local site, and reviewed proposed relation for impact on salon

Developed and maintained employee’s work schedule by reviewing staffing overages and shortages based on labor scheduler

Accurately calculated and made daily deposits

ADMINISTRATIVE ASSISTANT Jan 2001 – Oct 2001

GYMR, Washington, DC

Coordinated travel and lodging arrangements for employees

Maintained all record-keeping procedures without error

Effectively developed telephone communication skills and consistently met quotes

Implemented a national conference call associated with The American Legacy Foundation in regards to the “Infect the Truth” campaign

Responsible for the distribution and correlation of large presentation materials as well as editing and creating PowerPoint presentations

Maintained the ordering and upkeep of office supplies, mailings and marketing materials

Created and developed a matrix for Congressional and Senatorial Departments on Capitol Hill

Served as point of contact for various companies and organizations

STAFFING ASSISTANT/TEMPORARY OPERATION Feb 1998 – Jan 2001

ACSYS Inc., Washington D.C.

Assisted the accounting department in processing payroll on a weekly basis using ADP system

Developed and implemented training programs for the Temporary Operations Department

Served as point of contact for Human Resources and Accounting

Created spreadsheets containing hours worked, company and tax information

Maintained Ultra Staff database of all permanently and temporary placed applicants.

Developed fee correspondence letters to companies requesting the services of ACSYS Inc. on a daily basis.

Processed degree verification forms for applicants seeking permanent placement

Provided training for temporaries and receptionists within ACSYS Inc.

Prepared and tracked expense reports for reimbursements

Managed recruiter’s calendar for upcoming interviews with temporary and permanent candidates

Prepared purchase requisitions for office supplies, equipment and furniture

Provided secretarial assistance to management team and assisted in scheduling events

RECEPTIONIST/ADMINISTRATIVE ASSISTANT Dec. 1997 – Feb.1998

The Washington Group, Washington D.C.

Provided administrative support: plan morale events, managed calendars, schedules, coordinated meetings and travel plans

Performed a wide range of administrative duties, which included preparing presentations, reports and correspondence. Processing incoming &outgoing mail, answering and screening phone calls

Prepared and tracked monthly expense reports for lobbyists reimbursements within The Washington Group

Managed calendar and travel arrangements for partners

Prepared purchase requisitions for office supplies, equipment and furniture

Arranged internal and external office meetings

Produced massive correlation, distribution and copying of proposed legislative bills for Congress

Worked closely with the lawyers suing the states regarding “Big Tobacco”

Interacted and provided meeting preparations for Rep. Barbara Boxer, Tom Daschle and John McCain

Assisted fellow Administrative Assistants with the preparing of correspondence and memorandums

Provided secretarial assistance to management team and assisted in scheduling events

Activities/Affiliation:

U.S. Women in Nuclear (WIN)

Fundraising and community service for the homeless, prostate cancer awareness and back to school projects. (2007 – 2010)

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