Project Coordination & Operations Management Professional

Lashell Mack

PROJECT COORDINATION OPERATIONS MANAGEMENT CLIENT & STAKEHOLDER RELATIONS

Baltimore, MD • 443-***-**** • ************@*****.*** PROFESSIONAL SUMMARY

Project and operations professional with 10+ years of experience coordinating people, workflows, client relationships, administrative processes, and time-sensitive operations across nonprofit, restoration, hospitality, and service environments. Experienced in team supervision, risk assessment, vendor coordination, scheduling, documentation, training, conflict resolution, and maintaining operational standards. Currently transitioning into project management and construction management, bringing a strong foundation in cross-functional coordination, safety, accountability, and operational leadership. CORE COMPETENCIES

Project Coordination Operations Management Team Leadership Workflow Management Stakeholder Relations Vendor Coordination Scheduling Risk Assessment & Mitigation Documentation & Reporting Safety & Quality Standards Training & Onboarding Conflict Resolution Client Account Management Administrative Operations Problem Solving PROFESSIONAL EXPERIENCE

Contact Center Advocate — House of Ruth Maryland, Baltimore, MD Jan 2023 – Present

• Coordinate time-sensitive client support activities while managing multiple priorities in a high-volume contact center environment.

• Conduct risk assessments, identify immediate needs, and coordinate referrals with emergency shelter, legal, counseling, and community resources.

• Maintain accurate documentation and follow established procedures, confidentiality requirements, and service standards.

• Communicate with internal teams and external resources to support continuity of services and timely resolution of client needs.

• Apply crisis-management, problem-solving, and conflict-resolution skills in complex and rapidly changing situations. Assistant Manager — Sodexo (Subway), NSA, Fort Meade, MD Sep 2022 – Mar 2023

• Supported daily operations, coordinated staff activities, and maintained service, safety, and quality standards.

• Managed inventory, vendor relations, cash handling, and operational processes to support consistent day-to-day performance.

• Supervised workflow and addressed customer and operational issues promptly to maintain continuity of service.

• Helped ensure team adherence to established procedures and workplace expectations. BDC Representative — Mercedes-Benz, Catonsville, MD Nov 2021 – Jan 2022

• Managed high-volume inbound communications and coordinated scheduling in a fast-paced customer service environment.

• Maintained accurate customer information and handled sensitive communications with professionalism and confidentiality.

• Coordinated appointments and follow-up activities across competing priorities. Client Service Coordinator — Sacred Dawn Beginnings, Baltimore, MD Oct 2016 – Aug 2020

• Coordinated client services and administrative workflows while managing ongoing priorities and follow-up activities.

• Trained and mentored new hires to support consistent service delivery and quality standards.

• Maintained organized documentation and supported day-to-day operational processes. Client Services Manager — RouseInc Restoration, Baltimore, MD Oct 2009 – Apr 2015

• Managed client accounts and maintained long-term relationships within a restoration services environment.

• Supervised staff and coordinated day-to-day service operations to support client needs and business objectives.

• Streamlined operational processes and addressed service issues to improve customer satisfaction.

• Balanced client communication, staff coordination, and administrative responsibilities across multiple priorities. EDUCATION

Certificate in Grief Recovery — Grief Recovery Institute 2016–2018 High School Diploma, Culinary Arts — Carver Voc-Tech HS 1995–1999 CERTIFICATIONS & TRAINING

Certified Life Coach • Grief Recovery Counselor • Sexual Assault Victim Advocate • Case Management • Crisis Prevention Intervention • Cultural Diversity & Inclusion • Conflict Resolution • First Aid Certified • Google Analytics • ACP Program • Ethics & Mandated Reporting CAREER DEVELOPMENT

Currently pursuing professional development in project management and construction-related career pathways, including electrical apprenticeship training.

Google Project Management Professional Certificate - In Progress Completed courses:

- Foundations of Project Management

- Project Initiation: Starting a Successful Project

Contact this candidate