Fallon Gatlin
Hyattsville,MD
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Assistant Manager/Assistant Site Leader
Ricoh USA/ Venable LLP
Washington, DC
08.2022 - Current
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Developed a system for tracking inventory and ordering supplies as needed.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Maintained up-to-date knowledge of company products and services.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Established processes for monitoring customer satisfaction levels.
- Implemented new procedures or systems to improve efficiency within the organization.
- Supervised daily operations including scheduling shifts, assigning duties.
- Served as a liaison between staff members and senior management personnel.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Sr. Legal Office Service Rep
Ricoh USA
Washington, DC
05.2017 - Current
- Responsible for interacting and providing professional-level support to executive-level end users at various levels, including legal assistants, firm administration, project managers, paralegals, associates, and partners.
- Work to accurately produce jobs and projects according to required deadlines. Job and project deadlines may be short and require composure and professionalism.
- Runs all copier equipment, including high volume copy machines, fax services, postage meter, and personal computer.
- Performs tasks and utilizes equipment such as: paper cutter, hole driller, bindery equipment, jogger, tape machine, stackers, and electric stapler.
- Maintains logs and work records to be utilized for tracking, management reports, inventory, and ordering of supplies.
- Distributes incoming mail and packages to designated drop points, as well as office supplies and fax transmission.
- Responds to customer inquiries, including the necessary coordination and calculation of time required to complete the requested task.
- Performs duties of scanning, file conversion, file naming, and encryption.
- Maintains daily meter and service logs, stocks and organizes convenience copier areas, straightens, organizes, and manages firm conference and meeting rooms.
Office Service Representative II /Assistant Manager
Canon Business Process /Alston & Bird LLP
Washington, DC
05.2011 - 05.2017
- Responsible for building meaningful relationships with attorneys and secretaries.
- Act as a liaison for Alston & Bird and Canon Business Process Services.
- Provide outstanding customers service by operating telephone switchboard to answer, screen, or forward calls providing information and taking messages
- Proven ability to multi-task and quickly process information as well as manage multiple priorities in a fast paced and deadline driven environment
- Collect mail and correspondence for preparation of interoffice distribution as well as off-site distribution facilities
- Manage general filing system; file all correspondence
- Maintain an adequate inventory of office supplies, including ordering and replenishing depleted stock items
- Transmit information or documents to customers electronically via mail or facsimile
- Greet customers entering establishment, assist with nature and purpose of visit, and direct or escort them to specific departments
- Operate facsimile machines; send and receive facsimiles
- Keep complete and accurate logs of incoming and outgoing facsimiles
- Where appropriate, input facsimile data into computer for client charge back
- Estimate runtime on the small to medium photocopy jobs
- Check all copies produced for quality and accuracy
- Produce bound copies of work when requested
- Deliver and pick up copy jobs
- Generate activity reports, confirmation reports, and call the receiver to confirm receipt as necessary
- Prepare monthly production and volume reports in order to measure productivity and prepare billing charges
- Performs other administrative duties from inserting, copying and photocopying to faxing as needed
Office Service Representative Mailroom
Canon Business Process Services Inc.
Washington, DC
05.2011 - 05.2017
- Receive, sort, and deliver all incoming mail & packages according to assigned floors and within established time frames
- Wrap, seal, weigh, affix postage and dispatch all outgoing mail/packages in accordance with postal regulations
- Prepare special outgoing inter-office pouches sent to client affiliates as scheduled (if applicable)
- Package and process outgoing overnight items, i.e
- Federal Express, UPS, etc., to meet client and vendor deadlines
- Log and deliver incoming overnight packages within established time frames
- Log outgoing and incoming items as required and review for accuracy/completeness
- Responsible for the handling, routing, pick-up and delivery activities of mail operation and the assignment & participation of tasks involving all activities; performs related duties as required
- Due to changing technology in office automation, will be required to learn new features and functionalities of copying machines, faxes, scanning, shipping equipment as introduced at the site
Sales Associate
JC Penney
Hyattsville, MD
11.2014 - 03.2015
- Cashier
- Replenish merchandise
Cashier
Kmart
Greenbelt, MD
11.2010 - 01.2011
- Received and disbursed monies in establishment other than financial institutions
- Answered customers questions, and provided information on procedures and policies
- Computed and recorded totals of transactions
- Established and identified prices of goods and services
- Issued receipts, refunds, credit, or change due to customers
- Resolved customers complaints
Program Assistant
Pathway to Housing
Washington, DC
07.2010 - 10.2010
- Coordinated a variety of projects, functions, and programs components
- Maintained a wide variety of manual and electronic documents files and records
- Answered incoming phone calls and transferred accordingly
- Pulled and distributed mail to case management team
- Entered data into Credible and Homeless Management Information System Database(HMIS)
Census Researcher/Enumerator
United States Census
Washington, DC
04.2010 - 07.2010
- Identified and reported problems in obtaining valid data
- Contacted individuals to be interviewed at home, place of business, by telephone, mail
- Assisted individuals with filling out applications and questionnaires
- Complied, recorded, and coded results or data from interview, survey, and using computer or form
- Evaluated information to determine compliance with standards
Data Entry/Program Assistant
Community Connections
Washington, DC
07.2009 - 10.2009
- Maintained logs and activities and completed work
- Located and corrected data entry errors
- Maintained all consumers information
- Registered all consumers
- Completed required documents for LRSP consumers reports
Education
High School Diploma -
Booker T. Washington P.C.S.
Washington, DCSkills
- Working knowledge of computer applications using MS Word
- Working knowledge of computer applications using MS Excel
- Working knowledge of computer applications using MS Power Point
- Working knowledge of computer applications using MS Outlook
- Strong interpersonal skills
- Strong communication skills
- Effective customer service skills
- Effective organization skills
- Knowledge of office administrative tasks
- Ability to work independently
- Ability to handle multitasking environment
- Operations Management
- Task Delegation
References
Available upon Request
References
References available upon request.
Timeline
Assistant Manager/Assistant Site Leader
Ricoh USA/ Venable LLP
08.2022 - Current
Sr. Legal Office Service Rep
Ricoh USA
05.2017 - Current
Sales Associate
JC Penney
11.2014 - 03.2015
Office Service Representative II /Assistant Manager
Canon Business Process /Alston & Bird LLP
05.2011 - 05.2017
Office Service Representative Mailroom
Canon Business Process Services Inc.
05.2011 - 05.2017
Cashier
Kmart
11.2010 - 01.2011
Program Assistant
Pathway to Housing
07.2010 - 10.2010
Census Researcher/Enumerator
United States Census
04.2010 - 07.2010
Data Entry/Program Assistant
Community Connections
07.2009 - 10.2009
High School Diploma -
Booker T. Washington P.C.S.
Similar Profiles
Joshua JoffeJoshua Joffe
Government Affairs Policy Analyst at Venable LLPGovernment Affairs Policy Analyst at Venable LLP
Daniel BarryDaniel Barry
Billing Coordinator at Venable LLPBilling Coordinator at Venable LLP
John KomberJohn Komber
Senior On-Site Service Specialist at RICOH-USA, Ricoh LegalSenior On-Site Service Specialist at RICOH-USA, Ricoh Legal