Summary
Overview
Work History
Education
Timeline
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Cleveland Oakes Jr.

Bronx,NY

Summary

Customer Service Expert: Proficient in delivering exceptional customer service experiences through effective communication, problem-solving, and client relationship management. Proven Leadership: Demonstrated leadership skills in various roles, including leading teams and managing projects. Skilled Orator and Communicator: Equipped with professional training in oration, speechwriting, and voice acting to effectively communicate with clients and colleagues.

Overview

31
31
years of professional experience

Work History

Hospitality Coordinator

NBCUniversal
New York
  • Organized and managed events in the 30 Rock Commons, Talent Lab, and other locations, ensuring a seamless customer experience
  • Effectively communicated disruptions in conference rooms and building services, facilitating quick resolutions
  • Administered all NBC Universal New York City Conference rooms, guaranteeing efficient scheduling and utilization
  • Coordinated and facilitated discussions with executive leadership regarding event-related projects.

Client Services Leader

NBCUniversal
New York
02.2016 - Current
  • Delivered outstanding customer service by promptly resolving client inquiries, leading to high levels of client satisfaction
  • Developed and executed long-term strategies to enhance the client experience, resulting in improved client retention
  • Managed Opex and Capex responsibilities for projects, ensuring optimal resource allocation
  • Led cross-functional Facilities teams to provide top-notch service to the assigned NBCU Division
  • Proactively engaged in space planning activities, identifying strategic opportunities for internal clients.

Client Services Manager

Swiss Post Solutions
New York, NY
05.2011 - 02.2016
  • Orchestrated events in the 30 Rock Studio Mezzanine and other locations, focusing on customer satisfaction
  • Communicated disruptions in building services, enabling timely repairs and maintaining a comfortable environment for clients
  • Managed Facilities Help Desk Operations, ensuring efficient handling of customer inquiries.

Store Manager

GameStop
Queens, NY
04.2010 - 11.2010
  • Consistently exceeded monthly sales and productivity goals by delivering top-tier customer service
  • Ensured compliance with New York City and State electronic reseller laws, protecting both customers and the company
  • Effectively managed the store operation, including scheduling, payroll, and employee assignments
  • Communicated corporate expectations and goals with team members, fostering a customer-centric culture.

Team Leader/Delivery Courier

FedEx Express
Brooklyn, NY
09.1997 - 09.2009
  • Scheduled routes and assigned duties for over 30 employees, ensuring efficient and timely deliveries
  • Authored articles for the FedEx Express Long Island District Newsletter, contributing to improved internal communication
  • Utilized Microsoft Excel to verify inbound freight volumes and optimize operational efficiency
  • Collaborated with vendors and contractors for facility repair and maintenance, ensuring a safe and welcoming environment for customers
  • Created monthly PowerPoint presentations identifying non-profitable delivery and pickup routes.

Internal Auditor

Patrolmen’s Benevolent Association
New York, NY
06.1992 - 09.1997
  • Recorded all transactions from the Optical, Dental, and Catastrophic Medical claims departments, maintaining accurate records
  • Monitored and validated all claims for accuracy and validity, ensuring a high level of customer service
  • Oversaw the timely and accurate distribution of service provider payments
  • Analyzed accumulated data using Microsoft Excel, contributing to data-driven decision-making.

Education

Bachelor of Science in Tourism & Hospitality Management -

Johnson & Wales

Master of Arts in Mental Health Counseling -

Wake Forest University
12.2024

Timeline

Client Services Leader

NBCUniversal
02.2016 - Current

Client Services Manager

Swiss Post Solutions
05.2011 - 02.2016

Store Manager

GameStop
04.2010 - 11.2010

Team Leader/Delivery Courier

FedEx Express
09.1997 - 09.2009

Internal Auditor

Patrolmen’s Benevolent Association
06.1992 - 09.1997

Hospitality Coordinator

NBCUniversal

Bachelor of Science in Tourism & Hospitality Management -

Johnson & Wales

Master of Arts in Mental Health Counseling -

Wake Forest University

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Cleveland Oakes Jr.