Charisse M. Sullivan
Westminster,MD
Summary
Persistent leader eager to lead, teach, and grow organizations. Skilled in strategic planning, problem-solving, and communication with a good understanding of business principles, project management, and team leadership. Collaborative with a relentless work ethic. Knowledgeable and dedicated customer service.
Overview
23
23
years of professional experience
Work History
Senior Vice President, Client Success Officer
Intrepid Paralegal Solutions, LLC
12.2022 - Current
- Trained in Clio Grow and Clio Manage for documentation.
- Provide IPS clients with a client-centered experience.
- Follow-up on the IPS client's experience and answer questions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Delivered stellar customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitor Google Reviews left by an IPS client and provide timely feedback to responses,
- Identified opportunities to improve business process flow and productivity.
- Presented and discussed strategy and initiative progress with senior business leaders.
- Collaborated with senior management to develop strategic initiatives and long-term goals.
- Monitored industry trends, keeping current on the latest changes and competition in the industry.
- Increased nationwide company growth through networking and recruiting with lawyers and paralegals.
- Established a repoire with the legal sector and community through Linkedin Sales Navigator, social media, public events, and person-to-person.
- Provided nationwide and community awareness of who IPS is and what services are offered.
- Investigated and resolved customer inquiries and concerns quickly.
- All communications with clients are documented in Clio Manage.
- Sought ways to improve processes and services provided.
- IPS is rated a 5-star company as a result of our senior management, paralegals, mediators, investigators, and lawyers working together for clients that come through our door because we all serve as a bridge to justice and are pioneers in the virtual frontier.
- We are a fabulous team!!
Permanent Substitute Teacher
Carroll County Public School System
04.2020 - Current
- Shiloh Middle School (Sept. - Dec. 2022).
- Hampstead Elementary School (Apr. 2020 - Jun 2022).
- Followed classroom plans left by the class teacher to continue student education and reinforce core concepts.
- All subject matters were taught.
- Worked with Google Platform and Schoology.
- Taught and assisted students with special needs.
- Followed and adhered to student IEP/504 Plans.
- Adapted lesson plans and student activities to meet students with special learning needs.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Supervised lunchroom and recess activities.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Incorporated technology into learning to enhance student engagement and learning.
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
Homeschool Teacher Due to COVID-19
Self-employed
12.2019 - 04.2020
- Worked with my children to excel in their teacher's online learning assignments curriculum through Carroll County Public School System to meet COMAR requirements during COVID-19 schoolwide system closure.
- Adapted teaching methods and instructional materials to meet children's varying needs and interests around teaching assignments.
- Worked in Google Classroom Platform for children to meet teachers online, communicate, submit assignments, and provide videos and pictures for grading purposes.
- Organized hands-on and interactive instructional activities to supplement textbook and video instruction to engage and motivate my children's learning.
City Mail Carrier
City, United States Post Office
01.2018 - 06.2019
- Handling, sorting, collecting, and delivering mail/packages, collecting payments, obtaining signatures, and answer to customer inquiries
- Used portable devices to maintain system records by scanning items delivered to homes and businesses.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Obtain signed receipts for registered, certified, and insured mail
- Time Management
- Operate approved vehicles to deliver mail or walk on foot.
Server
Olive Garden
06.2018 - 03.2019
- Served food and beverages promptly and accurately with focused attention to customer needs.
- Worked with POS system and kiosk to place orders, manage bills, and handle complimentary items.
- Provided superior customer satisfaction and experience in their dining experience
- Earned numerous recommendations from satisfied customers. increasing referrals and walk-in business from guests' experience.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients, and cooking methods.
- Explained menu items and suggested appropriate options for food allergy and dietary concerns.
- Maintained order efficiency and accuracy through clear communication and recording order.
- Collected payment for food and drinks served, balanced cash receipts, and maintained an accurate cash drawer.
- Resolved guest concerns to maintain complete customer satisfaction and workforce effectiveness.
Rural Mail Carrier
Rural, RCA, United States Post Office
09.2018 - 12.2018
- Picks up and delivers mail, packages and parcels to United States Postal Service (USPS) customers located outside urban areas
- Route includes residential or commercial patrons or a mixture of both.
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Organized mail ahead of delivery runs for correct routing.
- Maintained records on customers with mail forwarding and change of address requests.
- Distributed items on time and to correct locations for punctual, professional mail services.
- Signed and received mail with signature requirements upon delivery and loading.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
Music Contractor/Project Manager/Children's Choir Director
Contractor For Sligo SDA Church
10.2006 - 04.2014
- Multiple awards and recognition for serving the music department, children's ministry, and time served.
- The program extended from the church as also an outreach program by doing musical tours in the greater Baltimore/Washington/Metropolitan area.
- Strong collaboration skills in working with donors and program partners.
- Customer service excellence.
- Administrative/clerical functions performed.
- As a music project manager, I developed a highly organized and detailed music program from concept to a fully functioning and all-encompassing music ministry.
- Recruiting and public relations.
- Cultural diplomacy intensely practiced in serving a 3,000-member congregation with diverse backgrounds.
- Records Management was kept with accuracy and efficiency for the program to operate effectively.
- Master calendar kept for performing events and time management.
- Dynamic team/relationship building, communication, and networking.
- Campaigns/fundraising and budget management
- Microsoft office suite, Dropbox, WhatsApp, Skype/Zoom/Duo/Google Play/Facebook online conference calls, Box.com, DAW's (Digital Audio Workstations)
- Utilize resources, vital in managing processes from inception to completion.
- Solutions analysis for data/numbers, trends, and relationships.
- Strong in identifying strengths and weaknesses in operation constructs and improving it to work at optimal levels.
- Composed/Arranged/Produced music to enhance children’s worship experiences for global and at-home ministries through the Live Stream Media.
- Worked alongside Audio/recording engineers and musicians to produce and record products for music presentations.
- Educated students on proper vocal techniques and vocal warm-ups.
- Conducted rehearsals to keep performers prepared for performances.
American History Guest Lecturer
Lincoln College of Technology
10.2013 - 12.2013
- Contacted by the American History Teacher (Samuel Zervitz) to give six guest lectures.
- Drew connections between the session's content and material covered in previous lectures to connect learning components.
- Each 90-minute presentation encompassed the subject of immigration into the United States.
- Classes included students from Info Technology, Culinary Arts, and Mechanical Techs.
Server and Hostess
Olive Garden
08.2006 - 06.2010
- Received multiple awards for customer service excellence at the Columbia Branch.
- Served Olive Garden Vice President at the Columbia Branch. He said he received a five-star experience.
- Served food and beverages promptly and accurately with focused attention to customer needs.
- Set a positive tone for the entire dining experience as the first point of contact for incoming guests.
- Worked with POS system and kiosk to place orders, manage bills, and handle complimentary items.
- Provided superior customer satisfaction and experience in their dining experience.
- Earned numerous recommendations from satisfied customers. increasing referrals and walk-in business from guests' experience.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients, and cooking methods.
- Explained menu items and suggested appropriate options for food allergy and dietary concerns.
- Maintained order efficiency and accuracy through clear communication and recording order.
- Collected payment for food and drinks served, balanced cash receipts, and maintained an accurate cash drawer.
- Resolved guest concerns to maintain complete customer satisfaction and workforce effectiveness.
Music Graduate Research Assistant
Morgan State University
08.2005 - 05.2007
- Guest instructor for various undergraduate-level classes.
- Supervised the music library and all student resources.
- Assisted both faculty and students in conducting music research.
- Proctored and monitored examinations for undergraduates and graduates in and out of the classroom setting.
- Worked online to classify various library materials using Resource Mate Software (Library Software Database) and USMAI (Library of Congress Coding System).
- Provided library source search annotations as appropriate of research materials on topics under the direction of the MSU faculty or administrative sponsor.
- Performed direct solicitation of survey research information, including phone and direct interviews.
- Responsible for day-to-day operational procedures, including bookkeeping.
- Maintained library cataloging lists and inventories on a computer database.
Peer Mentor/ Project Access
Howard Community College
09.2000 - 09.2002
- Interacted on multiple levels with high school students with learning challenges and prepared them for post-secondary school life in college.
- Facilitated peer-to-peer conversations to support open communication among mentees.
- Encouraged students to explore age-appropriate and career-related opportunities.
- Educated students on the college admissions process and scholarship requirements.
- Administrative assistant to the former program director Dr. Linda Schnapp.
- Assisted teachers by mentoring in both reading and drama departments.
- Chaperoned student field trips to various colleges in Maryland.
Music Lab Assistant
Howard Community College
09.2001 - 06.2002
- Opened and closed the music lab for students to complete computer coursework.
- Assisted music projects involving computer software, piano, and computers.
Education
120-Hour TESOL Certification
International Open Academy/ ICOES - (Online)
New York, NY12.2019
MA - Music (Performance) - Vocal
Morgan State University
Baltimore, MD05.2007
BS - Music (Performance) - Vocal
Morgan State University
Baltimore05.2005
AA - Music (Performance) - Vocal
Howard Community College
Columbia, MD05.2002
Skills
- Business Development and Project Oversight from Inception, Implementation to Completion
- Well Organized
- Business Consultant and Contractor
- High Work Ethic
- Product Management
- Customer Service Excellence
- Revenue Generation and Growth
- Process Improvement
- Organizational Leadership
- Performance Precision and Results Oriented
- Coaching and Mentoring
- Networking
Affiliations
- Golden Key International Honor Society (Member)
- ASCAP (Member and Music Publisher)
Timeline
Senior Vice President, Client Success Officer
Intrepid Paralegal Solutions, LLC
12.2022 - Current
Permanent Substitute Teacher
Carroll County Public School System
04.2020 - Current
Homeschool Teacher Due to COVID-19
Self-employed
12.2019 - 04.2020
Rural Mail Carrier
Rural, RCA, United States Post Office
09.2018 - 12.2018
Server
Olive Garden
06.2018 - 03.2019
City Mail Carrier
City, United States Post Office
01.2018 - 06.2019
American History Guest Lecturer
Lincoln College of Technology
10.2013 - 12.2013
Music Contractor/Project Manager/Children's Choir Director
Contractor For Sligo SDA Church
10.2006 - 04.2014
Server and Hostess
Olive Garden
08.2006 - 06.2010
Music Graduate Research Assistant
Morgan State University
08.2005 - 05.2007
Music Lab Assistant
Howard Community College
09.2001 - 06.2002
Peer Mentor/ Project Access
Howard Community College
09.2000 - 09.2002
120-Hour TESOL Certification
International Open Academy/ ICOES - (Online)
MA - Music (Performance) - Vocal
Morgan State University
BS - Music (Performance) - Vocal
Morgan State University
AA - Music (Performance) - Vocal
Howard Community College
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