Alicia Todd-Johnson
Customer Service Representative
Oxon Hill,MD
Summary
Expert facilitator with over 25 years of certified training and development, public speaking, customer service and personnel management. Looking for an administrative, personnel management and/or coordination requiring exceptional organizational, planning and motivational skills.
Overview
25
25
years of professional experience
Work History
Administrative Manager
AireServ of Prince George County
Largo, MD
04.2016 - 01.2019
- Implemented administrative requirements and procedures for HVAC technicians.
- Maintained filing systems for technician records, weekly service hours and customer service requests.
- Tracked technicians time and attendance for supervisors approval and signature.
- Maintained technician service track board that showed all service requests and assigned technician.
- Answered phone calls from prospective clients and entered their service requests in the computer system.
- Assisted clients in completing HVAC/Heating service requests and logged this information into the computer system to generate a cost development form.
- Made calls and set up telephone meetings for supervisor.
- Maintained filing system on all service requests initiated and/or completed.
- Set up re-call forms on clients who required continuous or on-going services.
- Developed reports on all activities completed by admin staff and technicians for end-month reports for supervisors' approval and signature.
Training Specialist/Human Resources Specialist
Dept. of Health, Addiction Prevention & Recovery
Washington, DC
07.2000 - 04.2011
- Initiated and conducted training for addiction & treatment specialists, counselors, management and coordinators;
- Supervised the District Automated Treatment Accounting (DATA) system, developed to provide a source of recording all treatment, billing and coding client activities
- Coordinated the training and education programs for the clinical staff to ensure their licensure, certification and credential requirements were up-to date and in order according to the Commission on Accreditation for Rehabilitation Facilities (CARF). Set up and monitored those training sessions;
- Maintained and updated training records through the input and retrieval of information through the data base system;
- Reviewed all training and travel requests for outside training institutions;
- Met with management to provide guidance and recommendations regarding training operations, new skill requirements and compliance with Standard Operating Procedures (SOPs);
- Composed and conducted training surveys in order to identify employee training needs. Reviewed and evaluated training needs to provide up-to-date programs and/or recommended specific outside sources to meet needs;
- Designed text, graphics and layout of training brochures and announcements. Composed participant objectives, outlines and lesson plans using the latest instructional and creative techniques, and
- Provided advice ad guidance to staff regarding the interpretation of changed and new legislation and regulations.
Administrative Program Coordinator
Dept. of Health, Office of Prevention & Youth Serv
Washington, DC
07.1999 - 07.2000
- Created and maintained records of program activities, budgets, and participant information.
- Collaborated with staff members to ensure successful completion of projects within established timelines.
Education
No Degree - Public Speaking, Managerial And Supervisory Training, Personnel Management, Certified Instructor Trn
Minor Teachers College, Univ of DC & Fed. Govt
Washington, DCSkills
- Presentation/Public Speaking
- Customer Relations
- Training
- Multi-tasking
- Planning and organizing training events
- Microsoft Suite
- Composing and designing training materials
Timeline
Administrative Manager
AireServ of Prince George County
04.2016 - 01.2019
Training Specialist/Human Resources Specialist
Dept. of Health, Addiction Prevention & Recovery
07.2000 - 04.2011
Administrative Program Coordinator
Dept. of Health, Office of Prevention & Youth Serv
07.1999 - 07.2000
No Degree - Public Speaking, Managerial And Supervisory Training, Personnel Management, Certified Instructor Trn
Minor Teachers College, Univ of DC & Fed. Govt