SUMMARY:

• Highly personable Customer Service/Human Resources/Technical Support professional with over nine years of experience in recruitment, benefits, records management, payroll, data entry and call center operations within the Human Resources, Help Desk Support, and government industries.
• Talent for identifying customer needs and presenting appropriate technical expertise in company product and service offerings.
• Demonstrated ability to gain customer trust and provide exceptional follow - up, leading to increased repeat and referral business.
• Tracked records of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings with Remedy, Magic, Visibility Service Manager, GoverLAN 6.0, Excel, FastLane, E-Jacket, GUEST system, and Access.
• Expertise in resolving escalated customer service/human resources/helpdesk issues.
• Secured numerous company achievement awards for delivery of exceptional customer service.
• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®).
• Educated on QuickHire, USAStaffing, and FPPS Personnel systems.
• Able to pay attention to detail and follow instructions accordingly.

PROFESSIONAL EXPERIENCE:

Confidential

Contactor/ Consultant

Responsibilities:

• Provides clients' assistance with personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisting with travel to the bathroom; helping with showers and baths.
• Provides for activities of daily living by assisting with serving meals, feeding clients as necessary; ambulating, turning, and positioning clients; providing fresh water and nourishment between meals.
• Provides adjunct care by administering enemas, douches, non-sterile dressings, surgical preps, ice packs, heat treatments, therapeutic baths, and applying restraints.
• Maintains clients’ stability by checking vital signs and weight; testing urine; recording intake and output information.
• Provides clients with comfort by utilizing resources and materials; transporting clients; answering clients' requests; reporting observations of the client to parent(s) or guardian(s).
• Documents actions by completing forms, reports, logs, and records.
• Maintains work operations by following policies and procedures.
• Protects organization's value by keeping patient information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations; maintaining licensure.
• Create lesson plans and implement beginning Spanish/Music lessons for ages 3 - 13.

Confidential, Hyattsville, MD

CEO/ Consultant

Responsibilities:

• Composed and managed song compositions
• Formed and administer company guidelines for quality standards and time management.
• Proved my ability in applying sound judgment and decision making skills in a deadline-sensitive
• Set-up studio time, artist management/development, and copyright enforcement.
• Responsible for troubleshooting complex technical/musical/accounting support requests.

Confidential, Arlington, VA

Support Analyst

Responsibilities:

• Used Parature to Assess and respond to incoming support requests via email, telephone and web applications.
• Followed department guidelines for quality standards and time management.
• Proved my ability in applying sound judgment and decision making skills in a deadline-sensitive
• Worked with high school, college, and graduate school applicants and their advocates.
• Responsible for troubleshooting complex technical support requests.

Confidential, Arlington, VA

Program Assistant

Responsibilities:

• Organized travel plans and expense reports
• Pre-panel meeting preparation
• Drafting and finalizing appointment letters
• Configured panel members travel
• Arranged meeting notices
• Assign proposals to panelists in electronic systems
• Maintain and reconcile cluster travel budget spreadsheets
• Provide administrative support for all aspects of cross-directorate panels
• Generate reminder letters for IOS Continuing Grant Increments
• Handled department phone calls
• Filed retirement/records management

Confidential, Washington, DC

Concierge

Responsibilities:

• Answered telephone in courteous and professional manner.
• Directed personnel to specific locations.
• Greeted and registered visitors.
• Accepted and distributed packages to specified resident

Confidential, Rockville, MD

Helpdesk Support Specialist

Responsibilities:

• Provided first level customer service to calls received to the Help Desk.
• Responded to questions from school administrators across the nation.
• Assisting with website registration, troubleshooting technical problems, supported e-filing process using Excel and answering procedural questions.
• Responded to telephone calls for technical support and open Help Desk Tickets for support staff.
• Log all Help Desk calls using Remedy Magic Service Desk database; ensured descriptions are clear and accurate.
• Prioritize and escalate calls to appropriate staff members
• Confirmed that all calls are resolved and tickets are closed in the Help Desk Service Desk database.
• Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Confidential, Washington, DC

Human Resources Assistant

Responsibilities:

• Participated in implementing new paperless process, resulting in streamlined operations.
• Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy.
• Played key role in improving customer service measures by developing staff standard operating procedures.
• Received numerous accolades from senior management for consistently providing excellent service and tactfully resolving sensitive issues.
• Responsible for time and attendance of 15+ individuals.
• Purchase card holder for entire division; accountable for ordering necessary supplies.