Operations Management & Customer Service Training
Resume:
Silver Spring, US-MD *****
*****@*******.***
EDUCATION
business management, Information
Technology Information Library
(ITIL)
Prince George's Community
College, Largo, MD
Expected in September 2026
GH
• Additional Coursework in
Computer Systems[Subject]
SUMMARY
Results-driven customer service expert specializing in training and operational efficiency. Strong track record in enhancing team performance and customer satisfaction through strategic communication and technology use. Committed to leveraging interpersonal skills to drive organizational excellence and enhance service delivery.
SKILLS
EXPERIENCE
SENIOR INSTRUCTOR/TRAINER/FACILITATOR
Self-Employment January 2016 - Current
CLIENT SERVICE COORDINATOR (CURF)
SPS Consulting Silver Spring, USA January 2025 - July 2025 GREGORY HICKSON
• Curriculum Development
• Technical Training
• Performance Assessment
• Training Evaluation
• Participant Engagement
• Remote Training Solutions
• Virtual Classroom Management
• Interactive Learning Tools
• Digital Collaboration Tools
• Project Management
• Windows 11
• Microsoft 365
• Excel 365
• Word 365
• Outlook 365
• Google Docs
• Virtual Private Network (VPN)
• Computer Training
• Interactive Presentations
• Facilitation Techniques
• Coaching Strategies
• Team Development
• Adaptive Learning
• Mobile Communication
• Adaptive Learning
• 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. OFFICE SERVICE AGENT (MAILROOM)
Beacon HILL Staffing DC, USA March 2023 - May 2024 HOUSE MANAGER PART-TIME SEASONAL
Strathmore Music Center Bethesda, USA October 2022 - December 2023
• 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.
• Silver Spring, MD
• Strong customer service and communication skills.
• Experience in event support or facility operations.
• Serve as a member of the Office Services Team on-site.
• 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.
• Perform other related duties as assigned by the manager on-site.
• DC
• 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.
• 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.
• Executed detailed event requirements at Music Center to enhance guest experience.
• Represented Strathmore as the 'Face of Strathmore' by providing excellent customer service and hospitality while interacting with patrons CERTIFICATIONS
Customer Support Specialist (CSS), Help Desk Institute (HDI), 03/01/03 PERSONAL INFORMATION
Title: Mr.
CERTIFICATIONS COURSES
and clients.
• Must command a wealth of knowledge in both general Strathmore and Mansion-specific protocols and procedures.
• 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.
• Convey and enforce procedures in emergencies, including swift contact for support and to apprise senior management of the situation.
• Ensured accurate reporting of incidents for future reference.
• Help Desk Institute Certification (HDI), 03/01/03
• Introduction to Project Management, 01/01/07
• Introduction to Real Estate, 01/01/14
• Accessible & Service Animal Training for Employees, 01/01/17
• Teaching Courses in Customer Team Support, 01/01/23
• Introduction to Sociology, 01/01/23
• Introduction to Business Law, 01/01/23
• CPR & First Aid, 01/01/25
Contact this candidate