Service-oriented resolution assistant with 10 years plus background in customer service. Core competencies include active listening, problem solving and skillful thinking as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency. Responsible resolution personal proficient in problem solving and issue resolution that are focused on the customer as well as the business needs. Passionate and motivated, with a drive for excellence. Reliable with a drive to succeed by any means necessary while still keeping the importance of professionalism.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Transition Support Monitor
Seed School of Maryland
Baltimore, MD
03.2024 - Current
Provided extensive support to students and helped with acclimation to new and existing settings
Collaborated with student staff support members to provide effective transition planning.
Appropriate open ended questions to discover individual needs and requirements for students.
Coordinated with teachers, parents, and support staff to ensure smooth transitions for students between classes and other activities throughout the school day.
Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units.
Participated in quality improvement initiatives aimed at enhancing students safety and satisfaction within the school.
Developed strong rapport with students and families, addressing any concerns or questions related to monitoring procedures in a compassionate manner.
Attended to needs of students and informed school personnel of unusual behaviors.
Improved efficiency in the department by streamlining documentation processes for accurate record keeping.
Beautician/Manager
Anointed Touch Salon
Baltimore, MD, USA
03.2005 - Current
Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll
Collect and deposit money into accounts, disburse funds from cash accounts to pay bills or invoices, keep records of collections and disbursements, and ensure accounts are balanced
Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
Risk and Compliance Agent
IKEA
White Marsh, MD
03.2021 - 03.2024
Reduced risk of non-compliance by conducting thorough audits and identifying areas for improvement.
Supported management during internal audits, contributing valuable insights on areas requiring attention or improvement.
Proactively identified potential risks by researching new regulations, ensuring the company remained prepared for changes in the compliance landscape.
Educated colleagues on relevant laws and regulations through informative presentations and workshops, boosting overall awareness within the organization.
Minimized potential legal exposure by researching industry best practices and providing recommendations for policy updates.
Conducted regular reviews of company data, ensuring accuracy in all reported information related to compliance matters.
Provided expert advice on regulatory matters, enabling informed decision-making across the organization.
Led a team of junior compliance professionals providing guidance on their day-to-day responsibilities and fostering a collaborative work environment.
Evaluated third-party vendors for adherence to established guidelines, safeguarding against potential breaches or violations.
Facilitated open communication channels with regulatory bodies, maintaining positive relationships that fostered cooperation and trust.
Ensured timely reporting by meticulously tracking deadlines and submitting required documentation to regulatory agencies.
Enhanced compliance efficiency by streamlining processes and implementing new software tools.
Customer Resolution Assistant
IKEA Contact Center
Baltimore, MD, USA
01.2018 - 03.2021
Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
Use computers for various applications, such as database management or word processing
Preform functions such as preparing cases for customer service issues and using problem solving skills to come to a swift resolution for customers
Special Needs Student Aid
Regeneration Project
Baltimore, MD, USA
02.2015 - 01.2018
Assist special needs children with daily education
IEP Aid in classroom with mentally as well as physically challenged children
Education
Cosmetology/Business - Double major in business management
Carver Center for Arts and Technology
Baltimore, MD
06.2006
Skills
Active Listening
Customer and Personal Service
Time Management
Computers and Electronics
Service Orientation
Critical Thinking
Judgment and Decision Making
Active Learning
Complex Problem Solving
Negotiation
Learning Strategies
Systems Analysis
Troubleshooting
Emergency Response
Discipline
Incident Reporting
Student Management
Coordination and Teamwork
Friendly and Respectful
Microsoft Office
Creative Thinking
Team Leader
Certification
OSHA Certified
CPR/ AED Certification
First Aid Certification
Timeline
Transition Support Monitor
Seed School of Maryland
03.2024 - Current
Risk and Compliance Agent
IKEA
03.2021 - 03.2024
Customer Resolution Assistant
IKEA Contact Center
01.2018 - 03.2021
Special Needs Student Aid
Regeneration Project
02.2015 - 01.2018
Beautician/Manager
Anointed Touch Salon
03.2005 - Current
Cosmetology/Business - Double major in business management
<ul><li>- Observe and monitor indoor/outdoor play environments.</li><li>- Maintain a safe and engaging learning environment.</li><li>- Support children's emotional and developmental needs.</li><li>- Conduct detailed observations and documentation.</li></ul> at Muswellbrook Preschool<ul><li>- Observe and monitor indoor/outdoor play environments.</li><li>- Maintain a safe and engaging learning environment.</li><li>- Support children's emotional and developmental needs.</li><li>- Conduct detailed observations and documentation.</li></ul> at Muswellbrook Preschool
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC