Gloria Robinson
Hampton University
Hampton,VA
42
years of professional experience
Motivated Area Director with experience in Residence Life. Highly effective at training staff, maximizing productivity, and controlling inventory. Motivated Area Supervisor with experience in Hampton University's Office of Residence Life. Skilled at training staff, maximizing productivity, and managing inventory.
Work History
Area Director
6 Years 4 Months- • Foster and maintain a living and learning environment that is supportive of student needs and conducive to student success.
- • Teach, model and implement University policies and procedures.
- • Provide the overall team leadership within the residence hall for all employees and residents.
- • Supervise Residential Staff in the formulation and presentation of programs and activities based on the Community Development Model.
- • Coordinate Residential Staff on-call duty schedule.
- • Manage the selection process and training of residential staff.
- • Manage operational functions of the residence halls, including hall openings and closings, room inspections, damage assessment and maintenance reporting.
- • Monitor the satisfactory social and behavioral conduct of residents.
- • Participate as a panelist in student disciplinary hearings and facilitate any student disciplinary proceedings. Serve as an advocate for students.
- • Observe and report safety concerns.
- • Coordinate or conduct routine safety inspections, Health Safety and Welfare Inspections (as needed or scheduled) and cooperatively administer Fire Drills and other emergency procedures.
- • Serve as a member of the Consolidated Maintenance Team.
- • Other duties as assigned
Police Officer
39 Years 2 Months- My duties as a Police Officer with the United States Secret Service/Uniformed Division were to control access for the White House complex, the Vice President's residence, the Treasury Department's main building and annex, and foreign diplomatic missions and embassies in the Washington, DC area. The position also required travel in support of Presidential, Vice Presidential, and Foreign head of state government missions.
- I received 8 weeks of training at the Federal Law Enforcement Training Center and 7 weeks of Training at the James J. Rowley Training Center in Beltsville, MD.
Residence Hall Director
3 Years 10 Months- • Supervise staff and residents in the formulation and presentation of residential programming, hall projects and recreational activities.
- • Select and train residential staff.
- • Teach, model and enforce the rules and regulations of the University, the Official Student Handbook and all other policies of the University.
- • Convey information about various matters to the residents.
- • Foster and maintain a living and learning environment that is supportive of student needs and conducive to student success.
- • Monitor the satisfactory social and behavioral conduct of residents.
- • Serve as liaison between the students and the administration.
- • Participate as a panelist in student disciplinary hearings, in addition to any disciplinary proceedings administered within the purview of residence hall government.
- • Observe and report safety concerns.
- • File damage and incident reports to the proper authorities; submit and monitor requests for maintenance services; cooperate with university personnel during repairs; and provide the overall team leadership within the residence hall for all employees and residents.
- • Conduct routine safety inspections, weapons or contraband searches (as needed or scheduled) and cooperatively administer Fire Drills and other emergency procedures.
Night Desk Monitor
1 Year- Answer the office telephone, take messages, transfer calls, and insure that the office phone is only used for official business.
- Maintain the desk log with updates, messages, problems encountered, unusual events or person(s) observed in the area, unlocked doors, names and circumstances of any incidents or accidents, emergencies, or maintenance concerns that need to be addressed by the Residence Hall Director (RHD) the next day. (RHD will also indicate other matters to be entered in the log.)
- Greet visitors and check ID cards of all persons seeking entrance to the building to determine if they are residents.
- Monitor and maintain proper lobby decorum and noise levels.
- Issue spare room key to residents (only) that have been locked out.
- Contact University Police immediately or as directed.
- Conduct "rounds" of the facility to check exit doors, general condition of lighting, fixtures, vending equipment, safety equipment, noise levels and other conditions within the residence hall.
- Respond to emergency situations or refer major problems to the RHD or staff member who is on duty or on call in the building.
- Receive written complaints about money lost in vending equipment or equipment that is broken - kept in a separate vending log.
- Other duties as assigned by the Residence Hall Director and/or the Director of Residence Life & Housing.
Customer Service Representative, 2014-2016
2 Years 7 Months- Handled inbound customer inquiries through phone, email, and chat support channels.
- Resolved billing, account, and service issues using CRM and call documentation systems.
- Adhered to call scripts, quality standards, and customer service protocols.
- Escalated complex cases to appropriate teams while maintaining accurate case notes.
- Technical support for Apple.
- De-escalated frustrated customers using active listening and clear problem-solving.
- Maintained professionalism while managing high-volume contact center workloads.
- Processed customer requests, updates, and follow-ups with accuracy and timeliness.
- Adapted quickly to product changes, system updates, and service procedures.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Data Transcriber
1 Year 5 Months- My duties as a Data Transcriber were to type from prepared coding forms into a CRT and to review and research expungement requests.
- I began as a File Clerk in the "Current Work Unit" pulling and filing fingerprint jackets, route and sort incoming prints and to file dispositions. I was later promoted to the Assembly Locate Unit. My duties were to assemble the locate lists for this unit in addition to my regular duties as a file clerk. Preparation of these lists required use of a CRT (Cathode Ray Tube), editing printouts of these lists for distribution to units in the Identification Division.
Education
Bachelor of Arts - Sociology/Criminal Justice
Skills
Skills are listed below:
Typing
Microsoft Word
Google Forms
Google Doc
Google Sheets
Accomplishments
2023- Presented with "The Piece of the Puzzle" award for running the COVID building at RSC.
2023-Presented with the "SOAR" award certificated for running the COVED building at RSC.
Timeline
Area Director
Hampton University
06.2020 - CurrentRead More
Residence Hall Director
Hampton University
08.2016 - 06.2020Read More
Night Desk Monitor
Hampton University
08.2015 - 08.2016Read More
Customer Service Representative, 2014-2016
IBEX Global
01.2014 - 08.2016Read More
Police Officer
Uniformed Division Secret Service
03.1986 - 05.2025Read More
Data Transcriber
Federal Bureau of Investigation Headquarters
03.1985 - 08.1986Read More
Hampton Institute
Bachelor of Arts from Sociology/Criminal Justice
Read More