Carmela Bolding
Washington,DC
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Successful at handling simultaneous issues in high-volume environments. Resolves customer issues by devising effective solutions that meet both business and customer needs. Established career managing dynamic customer service teams.
Overview
21
21
years of professional experience
Work History
Customer Service Coordinator
Capital Area Food Bank (CAFB) at East Capitol Walk-in Center (ECWIC)
Washington, DC
10.2020 - 05.2024
- Maintained compliance with policies and procedures for Commodity Supplemental Foods known as Grocery Plus in Washington, DC
- Managed the monthly distribution and roster return schedules for 16 Grocery Plus sites
- Provided excellent customer service to all CSFP participants, sites leaders, team members and management
- Help to grow active participant caseload from 5,411 to more than 5,700 food insecure seniors, age 60 and older
- Performed most programmatic duties at the East Capitol Walk-in Center (ECWIC) inside DC Scholars Public Charter School in the SE quadrant of Washington DC, Ward 7
- Managed an active caseload of over 900 participants each month at ECWIC
- Enrolled new participants and added them to the waitlist
- Annually recertified active and waitlisted participants in CSFP
- Delivered and distributed monthly scheduled food boxes to participants at other sites
- Ensured the highest quality standards of food boxes served
- Updated attendance and participant profile information in Link2Feed
- Ordered food boxes and produce for ECWIC and other CSFP sites through NetSuite
- Managed inventory levels at ECWIC
- Disbursed yearly Senior Farmer’s Market Nutrition Program (SFMNP) benefits vouchers between June and September
- Promoted DC Produce Plus to CSFP participants and assisted Fresh Farm and DC Health with enrollments
- Promoted the mission of CSFP through outreach initiatives and planned events
- Cross promoted other CAFB programs to CSFP participants
- Planned, promoted, and hosted DC SNAP-ed nutrition education classes at ECWIC
- Conducted quality assurance surveys with participants and site leaders and reported findings to CSFP team and DC Health
- Handled participant complaints and directed concerns to management or other team members when appropriate
- Participated in all team meetings, events, and training
- Contributed suggestions for increasing CSFP caseload and improving customer relations
- Performed other duties as needed or when directed.
Decennial NRFU Enumerator
United States Census Bureau
Washington, DC
08.2020 - 12.2020
- Canvass assigned neighborhoods, door-to-door, performing nonresponse follow-up (NRFU) operation
- Interview household members 15 years of age and older
- Canvass neighborhoods, for eligible proxies as prompted in the Field Data Capture (FDC) system
- Interview proxies and record information about assigned housing units and household
- Overcome refusals using the A+ method
- Document and report findings using established FDC protocols and procedures
- Meet weekly with Census Field Supervisor (CFS) to discuss cases, updates to census schedule, and to review policies and procedures.
Administrative Assistant
Robert Half Agency-OfficeTeam
Washington, DC
02.2019 - 09.2020
- Temporary Administrative Assistant, providing administrative and office support to full and non-profit businesses throughout the DC Metropolitan Area
- Responsibilities include: Greet, welcome, and log guests at the front desk
- Process and log incoming calls and retrieve phone messages from ShoreTel Communicator
- Resolve customer service inquiries, by phone, in-person, or forward and escalate inquiries to relevant individuals and departments
- Contact customers to give them accurate feedback on the progress of their inquiries
- Update customer information as required in Link2feed.com and SharePoint
- Maintain confidentiality of information
- Attend training sessions to grow knowledge of food bank processes and products
- Create and distribute visitor badges
- Validate and distribute daily and monthly parking passes
- Assisted property manager with notifying tenants of delinquent rent and fees
- Prepare communications, including maintenance/repair requests, emails, etc
- Edit and review written documents for spelling, grammar, and clarity
- Perform data entry using Skyline, Excel and DataWatch
- Use discretion when interfacing with all levels of individuals, internally and externally
- Send, receive, and distribute letters and parcels from USPS, Fed-ex, and UPS
- Scan, copy, fax, and file correspondence, including letters, memos, etc
- Edit and update web sites via the CMS and maintain share drive content
- Manage office calendars, and plan and coordinate onsite business meetings and events
- Work with Operations and IT to keep employee seating arrangement up to date
- Manage and maintain conference/huddle rooms and common office areas
- Reconcile credit card statements and manage expense reports
- Take notes and produce minutes during key meetings
- Order and organize office supplies and perform other relevant duties, as necessary.
Office Manager
Nation Parking, LLC
Washington, DC
07.2019 - 09.2019
- Greeted, welcomed, and logged guests at the front desk
- Processed and logged incoming calls and retrieved phone messages
- Resolved customer service inquiries, by phone, in-person, or forwarded and escalated inquiries to relevant individuals and departments
- Sold and renewed monthly parking contracts
- Validated and distributed daily and monthly parking passes
- Maintained confidentiality of information
- Managed office calendars and planned and coordinated onsite business meetings and events
- Reconciled credit card statements and managed expense reports
- Performed data entry using Excel
- Contacted delinquent customers by email and phone and performed collections
- Ordered and organized office supplies and performed other relevant duties, as necessary.
Greeter
Ourisman Honda
Bethesda, MD
07.2017 - 01.2019
- Welcomed customers visiting sales and service departments
- Responded to customers' inquiries and directed them to the appropriate person or department
- Listened to customers' comments and forwarded information to the appropriate Manager
- Communicated with customers regarding service orders
- Directed custodial staff to clean customers' lounge areas and restrooms and restock refreshments
- Performed light administrative duties
- Served as back up cashier and receptionist.
Head Cashier
Barnes and Noble
Bethesda, MD
10.2015 - 07.2017
- Managed cash-wrap area and operated cash register
- Trained Booksellers in cash-handling and Point of Sales (POS) system
- Achieved above average week-to-date sales for memberships, approximately 2.75% of sales
- Achieved above average penetration for email captures, approximately twenty-five captures per two-hundred sales
- Coached Booksellers in driving memberships, gift card sales, and email penetration
- Answered and routed calls, and processed credit card transactions using a multi-line phone system
- Used information technology including Google search and BookMaster platform to research authors, titles, and other topics specific to products not available in-store
- Processed ship-to-home and ship-to-store orders using BookMaster platform
- Executed Integrated Store Operation (ISO) standards to manage employees' breaks and ensure the highest standards of cashiering and asset protection
- Coached in the moment
- Partnered with ASM or SM to deliver disciplinary notices and resolve potential customer conflicts
- Followed operational standards for balancing register tills, authorizing returns and exchanges, completing daily deposit, maintaining cash logs, and tracking Membership sales
- Directed Booksellers in performing service recoveries
- Submitted work requests for equipment repairs.
Paint Department Supervisor
The Home Depot
Bethesda, MD
12.2010 - 09.2015
- Achieved YTD sales comps over 5.0% for 2015 and 8.9% for 2014
- Department shrink for 2014 was 0.61%
- Managed twelve direct reports
- Campaigned for bilingual associates to improve customer service and increase departmental sales
- Trained and developed associates throughout the store
- Coached in the moment
- Partnered with ASM or HRM to coordinate associates' schedules
- Recruited and hired new associates
- Investigated associates' variances and initiated corrective actions
- Evaluated associates’ performance and wrote and delivered performance appraisals
- Monitored local competitors for sales trends
- Attended trade shows to learn about products and services that were new to our stores
- Organized department and inter-departmental workshops and product demonstrations
- Completed projects for ad campaigns
- Utilized information technology to track sales, for data analysis, and forward planning
- Coordinated with vendors to ensure appropriate product merchandising
- Monitored in-stock levels and confirmed products not received
- Attended weekly meetings and achieved departmental and store goals
- Operated cash register and processed returns and exchanges
- Used multi-line phone system to respond to customers' inquiries
- Used information technology including Google search and other company specific software and hardware systems to research products and services not available in store
- Partnered with Manager on duty to resolve potential customer conflicts
- Processed hazardous materials (HAZMAT); submitted work requests for major equipment and technology repairs; and provided technical support for minor software and equipment malfunctions
- Achieved a high degree of customer service, in-stock, and store appearance
- Able to lift approximately 100lbs.
Administrative Assistant
Capitol Area Conference Center
Lanham, MD
08.2010 - 05.2011
- Assisted with planning, promoting, and executing events at Washington Bible College and Capital Bible Seminary while earning an M.A
- In Christian Counseling and Discipleship from Aug 2009 to May 2012
- Wrote memorandums and other correspondence
- Wrote and responded to customers' inquiries via email
- Managed guest and conference room reservations
- Submitted multi-media requests for event staging
- Welcomed guests and staff and responded to inquiries
- Answered and routed calls using a multi-line phone system
- Partnered with Director of Dining Services to cater events
- Processed and maintained invoices and collections
- Maintained cash box
- Submitted work requests for office and guest room cleaning and repairs.
Web Content Specialist
EEI Communications
Alexandria, VA
12.2007 - 08.2010
- Planning and Learning Technologies, Inc
- (Pal-tech) Arlington, VA Researched and analyzed state sexuality and health education laws and content standards for a Community-Based Abstinence Education (CBAE) project
- Compiled data for select states, shared project updates, and established priorities
- Wrote and edited content and created wireframes for modifying CBAE T/TA website
- Reported website and other technical problems using established procedures
- National Rural Electric Cooperative Association (NRECA) Arlington, VA Maintained web content and worked to improve the user's experience
- Wrote website content and other on-line communication material
- Reviewed and edited web-text, graphics, links and created wireframes for website modification
- Conducted website audits at scheduled intervals and reported problems with established procedures
- Worked with clients to propose project or task initiatives and establish priorities
- American Association of Retired Persons (AARP) Washington, DC Researched and collected analytical data for web re-design and integration project
- Wrote and edited metadata for web search optimization
- Reviewed and edited on-line article text, migrated web content, and quality checked all article, PDF, video, and image hyper-links prior to publishing content
- Association for Supervision and Curriculum Development (ASCD) Arlington, VA Provided internal customer service for web postings and other publications
- Executed XML process for source file acquisition, and article and book publication
- Organized and maintained project files
- Maintained Digital Publication schedules and updated Production schedules
- Updated Digital Publications documentation on processes, workflows, and checklists Recommended and implemented improvements for publication process
- Compiled monthly reports for sales, conversion costs, content pages and publications' web traffic
- Monitored emails for Web Publications and responded to internal and external customer inquiries.
Web Content Specialist
NAI Personnel, Inc
Washington, DC
03.2003 - 09.2007
- Managed the distribution process for several electronic newsletters
- Reported all delivery problems and trends
- Scanned AARP Message Board conversations for offensive content
- Coordinated all electronic newsletters' mailings with other marketing and outreach activities
- Maintained electronic newsletters' archive and subscribers' database
- Updated commercial opt-outs and responded to internal and external customer requests
- Assisted with developing taxonomy for the 2008 AARP.org re-design
- Wrote promotional copy for internal and external communications
- Created process documentation for training new employees and contractors.
Education
Master of Arts - Communications
Trinity Washington University
Washington, DC05.2009
Bachelor of Arts - Mass Media/Print Journalism
University of The District of Columbia
Washington, DC05.1997
Skills
- Office Management
- Administrative Assistant
- Receptionist
- Writing and Editing
- Data Entry
- Prioritized Customer Relations and Retention
- Tactful and Diplomatic
- Persuasive Communicator
- Compassionate Listener
- Mission Focused
- Collections
- Meeting and Event Planning
- Cash Handling
- Team Building and Leadership
- Coordinating Service Initiatives
- Community Outreach and Relationship Building
- Meticulous attention to detail
- Conflict resolution techniques
- Product Knowledge
- Personnel training and development
- Problem-Solving
- Policy Enforcement
- Decision-Making
- Proficient in Microsoft Word, Excel, Powerpoint and Outlook
Social Media Skills
- Facebook Messenger
- YouTube
- Office365
- Zoom
- Link2Feed
- Google Suite (Docs, Drive, Blogger, Maps, Duo)
Technology Skills
- Microsoft Office (Word, Excel, and Outlook)
- Skyline
- SharePoint
- Content Management System
- DataWatch
- ShoreTel
Timeline
Customer Service Coordinator
Capital Area Food Bank (CAFB) at East Capitol Walk-in Center (ECWIC)
10.2020 - 05.2024
Decennial NRFU Enumerator
United States Census Bureau
08.2020 - 12.2020
Office Manager
Nation Parking, LLC
07.2019 - 09.2019
Administrative Assistant
Robert Half Agency-OfficeTeam
02.2019 - 09.2020
Greeter
Ourisman Honda
07.2017 - 01.2019
Head Cashier
Barnes and Noble
10.2015 - 07.2017
Paint Department Supervisor
The Home Depot
12.2010 - 09.2015
Administrative Assistant
Capitol Area Conference Center
08.2010 - 05.2011
Web Content Specialist
EEI Communications
12.2007 - 08.2010
Web Content Specialist
NAI Personnel, Inc
03.2003 - 09.2007
Master of Arts - Communications
Trinity Washington University
Bachelor of Arts - Mass Media/Print Journalism
University of The District of Columbia
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