Customer Service Representative

SHANTIS DIONGUE

*** * ****** ***** ****.

Hampton VA 757-***-****

A diversified achiever with professional skills in data entry, case management and program assistant planning. Successful achievements and work experiences in the non-profit and community service field.

Related knowledge and skills:

Resourceful self-starter with prioritization & communications skills

Possesses interpersonal and analytical skills

The ability to interface with diversity at all levels to ensure organizational goals are attained

WORK EXPERIENCE

HAMPTON CITY LIBRARY

Library Monitor April 2006-August 2007

Monitor the act ivies of patrons in library.

Provide mediation to customers in conflict, with clerks and other patrons.

Provide security to clerks and patrons in library setting.

YWCA, Newport News, VA

Volunteer Coordinator/Resource Developer August 2004- February 2005

Coordinate volunteers for Domestic violence advocate program; provided transportation.

Type correspondence, File documents, create registration documents, brochures and flyers, answered phone inquiries.

Recruit volunteers for upcoming program activities which include coordinating and the development of programs, educational workshops, and community development outreach programs.

Facilitated and coordinated home-buyers workshops for community participants

HOSPICE OF ERIE, Erie, PA

Retail Assistant Manager March 2002 – June 2003

Inventory, customer service, cash handling, reconciled registers and bank deposits, assisted manager with opening and closing of store, inventory and staff supervision.

Newport News case management and client visiting assistance in the championship and transportation of clients to doctor’s appointments and hygienic needs of client

INTERNAL REVENUE SERVICE, Richmond, VA December 2002- February 2003

Customer Service Representative/GS3 Processing Clerk

Answered phone inquiries, booked appointments, distributed checks, general filing duties.

Initiated and coordinated assignments delegated by management.

Produced inventory schedules for tax season and completed deadline assignments.

H & R Block, Richmond, VA/Erie, PA/

Customer Service Representative January 2001-March 2003

Conducted Check verification/check distribution to clients receiving service. Conducted customer mediation and scheduled appointments, answered phone inquiries and transferred calls. Printed check for client pickup

Alpha numeric filing and general office duties

SERVICE MASTERS, Richmond, VA February 2000 – October 2003

Janitorial and Housekeeping

Team lead coworkers in the cleaning of several business facilities, this included the cleaning of bath rooms, vacuum and dusting of offices and cleaning entire kitchens and eating areas within the guidelines of the requirements of the job duties.

Locked and secured building daily and maintained record of daily maintenance and inventory Grant Research Specialist, requirements.

Grant Research Specialist, Richmond, VA

Hook Ups Inc., Richmond VA May 2000 – February 2001

Facilitated youth entrepreneur classes, answer class registration phone inquires

Grant research which included writing initial proposals for financial funding

Scheduled and attended grant funding meeting

Discovered and obtain financial funding for youth entrepreneur funding for program

EDUCATION

Thomas Nelson Community College

Personal computer classes

Good Will Industries, Richmond Va.

Customer Service Training Certificate

Leadership and Community Development Program, Richmond VA

Year certification of graduate and six month internship

Virginia Housing and Development Authority

Certified VHDA home-buyers education coordinator

Work Experience:

Certified Child Support Enforcement Trainee Specialist-(1Yr Internship)

Areas of focus include (wage verification, absent parent locator, state wage garnishment policy and research procedures).

Five year community service worker- Diverse areas of training and work experience: (Non-Profit organization that include American Red Cross, Black Achievers Program and Upward Bound Program, Hook up INC. YMCA and YWCA affiliates.

Five year experience working with youth in multi-level community service projects, from inner-city outreach programs to youth entrepreneur and leadership programs. Organizations include Hook up INC. American Red Cross, Friends Association, United Way, Woodman West Communities, Williamsburg Community Center and Virginia Commonwealth University and Christopher Newport News university youth Mentor programs.

Eight year parent involvement coordinator and facilitator for local profit and non-profit organization, which include parent/child involvement service programs.

Six year experiences as an urban city advocate for community service; supporting practices of ethnic policy and procedure rights. Advocated policy and procedure of funding contributed by government to be appropriately allocated to at-risk programs and organizations.

Achievements:

~ Certified VHDA home-buyers education facilitator and coordinator

~ Participant of VCU Americorps Program.

~ Graduate of the Pennsylvania College Academic Advancement Program.

~ Graduate and Advocate of the Richmond and Pennsylvania Black Achievers Program.

~ Advisory Member of the Richmond Redevelopment Housing Authority Board

~ Created and implemented Basic First and CPR Curriculum in Richmond Public Schools.

~ Advocate and confidante for YWCA Domestic Violence Program

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