Genevieve Michelle Mann
Halethorpe,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Baltimore VA Medical Center
Baltimore, MD
09.2015 - 03.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Entered client responses in customer surveys on a tablet.
Computer-Aided Drafter/Project Manager, Client Services
Ronald W. Johnson Associates, Inc.
Annapolis, MD
07.2003 - 04.2014
- Identified potential operational issues and redesigned products to improve functionality.
- Evaluated information provided by architects and system subcontractors and created accurate drawings according to measurements and specifications.
- Consulted with project managers, design consultants and sub-contractors to produce and alter drawings.
- Consulted with architects, customers and vendors regarding project scope and milestone dates.
- Used computer-aided design software to prepare blueprints and schematics.
- Developed CAD drawings from hand sketches, verbal instructions, and site visits.
- Filled out related applications and other forms for County permits.
- Submitted plans and applications at the County offices for County permit applications and approval.
- Interpreted technical drawings, schematics and computer-generated reports to make revisions to CAD drawings.
- Entered proper client information and plan specifications into the computer.
Bartender
Jimmie's Paddock
White Plains, MD
03.2003 - 08.2003
- Followed strict recipes and drink measurements to minimize product used.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Obtained cash bank and stocked service bar to prepare for operation.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
Air Traffic Controller
United States Navy
Willow Grove, PA
02.1993 - 08.1994
- Controlled arrivals and departures and transitioned aircraft across airfield and flight line.
- Coordinated [Number] domestic and international air ambulance flights on monthly basis.
- Oversaw [Number] emergency flight operations per government regulations for aircraft experiencing bad weather and equipment failure
- Notified airport response personnel to be ready when emergency situations presented.
- Researched continually to stay up to date on new FAA rules and policies.
- Provided pilots with instructions for safe landings and takeoffs at airport averaging 20 flights per day.
- Utilized communications systems to direct movement of pilots and ground personnel.
- Reviewed requests for activities impacting National Air Space (NAS) and Special Use Airspace (SUA) management.
- Entered pilot's flight plans into the computer system.
Education
Web Development
Howard County Community College
Columbia, MDSkills
- Senior Leadership Support
- Stocking and Replenishing
- Active Listening
- Microsoft PowerPoint
- Credit Card Payment Processing
- Retail Sales Customer Service
- Report preparation
- Sales expertise
- Complaint resolution
- Creative problem solving
- Multi-line phone talent
- Order fulfillment
Certification
Air Traffic Control Certificate of Completion, United States Navy, NATTC Millington at NAS Memphis, Tennessee.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Service Representative
Baltimore VA Medical Center
09.2015 - 03.2016
Computer-Aided Drafter/Project Manager, Client Services
Ronald W. Johnson Associates, Inc.
07.2003 - 04.2014
Bartender
Jimmie's Paddock
03.2003 - 08.2003
Air Traffic Controller
United States Navy
02.1993 - 08.1994
Web Development
Howard County Community College
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