Customer Service Manager

Freida R. Johnson

*******@*****.***

Administrative & Program Support Specialist

●Administrative Support Specialist who worked with all executive levels to successfully complete departmental tasks: multi-tasking for scheduling and information management using customized-off-the-shelf applications and tools.

●Business and management principles acquired and practiced including strategic planning, leadership techniques, and coordination of resources to complete daily tasks.

●Customer advocate who regularly anticipated and identified the customers’ needs with an emphasis on product safety and rapid response.

Accomplishments

Personnel Management

Travel Coordinator

Software Application Support

Scheduling & Tracking National Agency Check & Local Agency Check Clearance (NACLC)

Public Trust Clearance

Team Leadership Public Trust Clearance

Office Management

Files & Records Management

Customer Service Discipline

Professional Experience

Computer sciences corporation (CSC) Essex, MD

Promoted to Management Operations Assistant within three months.

Management Operations Assistant/Team Lead, December 2009 to September 2010

Administrative, management, and leadership support for Shift Manager at Baltimore Data Capture Center for 2010 United States Census process.

Responsibilities:

●Completed special projects and confidential assignments as designated by Shift Manager

●Scheduled outplacement workshops for over 2500 employees; recorded, tracked, and distributed weekly paychecks to 1400 employees.

●Prior to the promotion to the Management Operations Assistant, provided “Team Lead” duties that included: supervising a team of 30 data-entry operators processing exceptions and verification of scanned information from 2010 Census forms.

●Assured adherence to standard operating procedures and conducting appropriate inspections and quality checks. Provided technical guidance to production staff consistent with standard operating procedures.

●Functioned as a “Subject Matter Expert” to resolve exceptions or problems encountered by the production staff. Escalated complex issues to the Department Manager and prepared Helpdesk Trouble tickets as needed.

●Identified and corrected any safety exposures which could impact an employee’s health or production. Managed the Departmental Quality Check list process to ensure acceptable input quality between sending and receiving departments.

●Monitored overall production and quality rates by production team.

Telesis Corporation Beltsville, MD

Customer Service expert who successfully completed product safety and technical assistance to protect consumers from potentially harmful products.

Customer Service Representative, June 2009 to December 2009

Customer Service Key representative for the Consumer Product Safety Commission and the “Cash 4 Clunkers” Program with the Telesis Corporation

Professional Experience (continued)

Responsibilities:

●Provided recall and other product safety information to consumers in the USA and Canada and to provide reports about hazardous products within the consumer’s jurisdiction

●Answered inbound phone calls and emails from consumers requesting information about product safety

●Performed call center functions such as answer phones, emails, research information online and within the Consumer Product Safety applications and Consumer Product Safety website.

●First-tier response to National Highway Traffic Safety Administration’s (NHTSA) CARS Hotline callers. Served as the initial and central point of contact for consumers and dealers from the general public seeking to obtain information about the Cash 4 Clunkers Program

●Level-I technical assistance to dealers via telephone, troubleshooting rejection error codes for their invoice submissions

●Maintained the dealer help email inbox which contained correspondence concerning a wide variety of issues relating to their invoice submission; as well as advising them on policy and procedures of the program

National Science Foundation (NSF) Arlington, VA

Principal liaison to assist and advise coordinating officials, university graduate deans and individuals in university business and research offices on all phases of the program’s activities – both technical and administrative.

Senior Program Assistant, February 2001 to October 2005

Liaison for those studying abroad and the local university administrators and departments

Responsibilities:

●Prepared all actions for individual, institutional grants and supplements for compliance with NSF grant administration regulations and standards. This required analysis of fiscal data, allowable stipends ad cost-of-education allowances, taxability, unused funds from prior years, foreign travel, etc., to ensure that proposed expenditures conform to program constraints and federal grant regulations

●Maintained appropriate detailed programmatic spreadsheets and databases; data researching using the Proposal Awards and Review System (PARS) for institutional and panel preparation on reviewers, panelists and proposals.

●Maintained Graduate Fellowship Information System (GFIS) database to ensure current and accurate information was captured on individual fellow’s records

●Researched and restored missing and delayed stipends as well as tuition and fees assuring that all paperwork was properly forwarded.

Education

Lake Clifton Sr. High Baltimore, MD (Diploma)

Microsoft Office Certification Training Anne Arundel Community College

“Power User” program for Microsoft Office 2007/2010: Excel, Word, PowerPoint, Outlook, Windows 7

Personnel, Office, & Management Training – Computer Science Corporation (2010 Census), Essex, MD 12-21-2009/03-15-2010

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