Gregory E. Hickson
Client Admin Services
Silver Spring,USA
Summary
To use my ability to work in an operations team customer environment. I am self-motivated and able to work both independently and as a collaborative team member. To obtain a position where I can maximize my organizational and interpersonal skills and knowledge which will contribute to my years of customer service experience that will allow me to grow personally and professionally.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Instructor/Trainer/Facilitator
Customer Service Support Training
01.2016 - Current
- Teach courses in Customer Service Support to New Hires and Key Team members.
- Used MS Word and Power-Point to capture information for teaching stand-up classes. I also use Google Docs to store my presentation for the teaching of my classes.
- Design and implementation client business data to identify key indicators pertaining to Help Desk operations, process controls, and curriculum editing.
- Excellent classroom presentation and facilitation skills; outstanding verbal, written and interpersonal communication skills.
- Self Employment
- Seasonal
Client Service Coordinator (CURF)
SPS Consulting
01.2025 - 07.2025
- Provide information about facility rentals and assist clients with booking spaces for events
- I handle general inquiries from the public regarding the civic building and its services
- I have experience in Customer Service. flow as supervisor and team member
- I enjoy working autonomously to complete tasks and projects.
- Requirements:
- Strong customer service and communication skills.
- Community engagement
- Experience in event support or facility operations and hospitality.
Office Service Agent (Mailroom)
Beacon Hill Staffing
03.2023 - 05.2024
- As a Support Office Services Agent, I support functions by providing assistance to the staff. I also assist with general property management. Serve as a member of Office Services Team on site.
- Responsibilities
- I’m responsible for the processing and distribution of incoming mail and the pick-ups posting, and processing of outgoing mail. Make internal pickups and distributions of correspondence, parcels, and various other materials to proper personnel. Responsible for taking periodic inventories of office supplies and restocking kitchens/workrooms.
- Responsible for ensuring that conference and meeting rooms comply with set-up requests. Manage telephone, copier, and postage systems. Assist with the administration of the procurement system including maintenance of central procurement files. Received and worked on MAC (move, add and change) requests as they are assigned to the team.
- Serves as back-up for the following functions: Receptionist in all aspects. Low level building maintenance. Perform other related duties as assigned from the manager on site.
- Qualifications
- I have over three years of relevant experience in an office environment. I have a working knowledge of Pitney Bowles Postage machines and Konica copiers. Knowledge of USPS postal system. Experience with 365 Microsoft Office. Basic computer skills (email, Microsoft office 365 and Excel.) Ability to communicate very clearly, verbally and in writing. Paying attention to detail. Excellent customer service skills. Ability to work independently.
- Strengths
- Leadership
- Problem-solving
- Communication
- Adaptability
- Attention to detail
- Time management
House Manager
Strathmore Music Center
10.2022 - 12.2023
- House Managers are often the sole Strathmore representative responsible for successful execution of private and in-house events and the protection of the Strathmore/County physical assets.
- Must command a wealth of knowledge in both general Strathmore and Mansion specific protocols and procedures.
- Serves as the “Face of Strathmore,” representing the organization with the utmost level of excellent customer service and hospitality when interacting with patrons and clients.
- Act as information distributors and greeters and provide a security element in the venue.
Field Service Specialist
World Strides Education Services
03.2020 - 01.2023
- Field Specialists are scheduled to assist tours as they arrive and/or depart at airports in the greater DC area.
- This is primarily a seasonal position running from March to June.
- Team player that works well with students, teachers, and office staff.
- Dedicated, reliable, energetic, enthusiastic, career-minded individual.
- Excellent written and oral communication is a necessity.
- Detail oriented and works with a high degree of accuracy.
- Quick thinking and creative problem-solving skills are required.
- Seasonal Part-Time Jan to July
Client Services Manager/Maintenance Manager
Majerle Management Inc. Property Management Service
02.2021 - 09.2022
- Interact with HOA clients and build relationships with them while ensuring their needs are being met.
- Oversee a team of 3 customer service associates and ensure they are providing an exceptional client experience.
- Develop and oversee the implementation of client service protocols on the phone.
Airport Operations Manager
Super Shuttle Inc
03.2016 - 11.2019
- Coordination and Supervision - Coordinate, manage and monitor the workings of DCA Operations Team for the organization. As the overall DCA Operations Manager, I plan, direct, and coordinate the operations of the shared transportation services at the Washington DC National Airport. I reviewed and approved time sheets and paid Time-off requests on a weekly basis. I monitored all overtime for a staff of 14.
- Strategic Input - Liaison with Airport Operational Management. Assist in the development of strategic plans for operational activity. Fostered a cohesive team environment and planned monthly team-building meetings and events. Measure and help improve employee performance through quarterly check-ins and mid-year and annual performance reviews and goal planning.
Senior Security Shift Supervisor (Concierge)
Stellar Property Management
11.2009 - 03.2012
- As the Senior Concierge, I reported directly to the Director of the Concierge and the Property Manager. I provided exceptional customer service to residents, guests, and vendors as well as providing administrative support to the office and maintenance staff.
- Adhered to established Standards of Procedure, dispatched emergency service after hours, maintained descriptive log of activity parking /incidents during each shift.
- Ability to coordinate and implement an emergency preparedness program.
- Enthusiastically persuades and motivates others by considering their point of view.
- Ability to multitask while maintaining welcoming demeanor under pressure.
Lead Petty Officer E6 – Technical Support
US Navy & NAVAL RESERVES
01.2000 - 03.2006
- Maintain portal for access to The Defense Medical Logistics Standard Support (DMLSS Automated Information System (AIS) for medical department.
- Prepare team for loadout of personnel for deployment. Programming of mobile and portable radios, and infrastructure.
- Organize and pack radio kits for deployment.
Education
Associate of Science - Business Management, Information Technology Information Library (ITIL)
Prince George's Community College
Largo, MDSkills
- Operating System: Windows 10, Microsoft 365, MVS/OS, XA; AS/400, POS
- Software: Netview, BMC Remedy 60, Knowlix, Virtual Private Network (VPN), Microsoft 365 Excel and Word, Project Management, Outlook 2023, Google Docs, RecTrak, and Key Track, Paycomm
- Hardware: Motorola # MC55A bar code scanning hardware for inventory ThinkPad; Gateway 2100, Compaq ENVO, HP Laptop and PC Systems, AT&T Blackberry, Dell, GX260, G620, C621, D500, ThinkCentre
- Other: Certification from Help Desk Institute (HDI) as a Customer Support Specialist (CSS) In 2003
- Training delivery
- Teaching strategies
- Performance improvement
- Diversity awareness
- Subject matter expertise
- Learning management systems
- Adult learning theory
- Mentoring abilities
- Relationship building
- Lesson planning
- Mentoring
- Curriculum development
- Community outreach
- Learning assessments
- Class scheduling
- Teamwork
- Teamwork and collaboration
- Problem-solving
Certification
- Help Desk Institute Certification (HDI) 2003
- Introduction to Project Management course completed 2007
- Introduction to Real Estate 2014
- Accessible & Service Animal Training for Employees 2017
- Teaching Courses in Customer Team Support 2023
- Introduction to Sociology 2023
- Introduction to Business Law 2023
- CPR & First Aid 2025
Timeline
Client Service Coordinator (CURF)
SPS Consulting
01.2025 - 07.2025
Office Service Agent (Mailroom)
Beacon Hill Staffing
03.2023 - 05.2024
House Manager
Strathmore Music Center
10.2022 - 12.2023
Client Services Manager/Maintenance Manager
Majerle Management Inc. Property Management Service
02.2021 - 09.2022
Field Service Specialist
World Strides Education Services
03.2020 - 01.2023
Airport Operations Manager
Super Shuttle Inc
03.2016 - 11.2019
Senior Instructor/Trainer/Facilitator
Customer Service Support Training
01.2016 - Current
Senior Security Shift Supervisor (Concierge)
Stellar Property Management
11.2009 - 03.2012
Lead Petty Officer E6 – Technical Support
US Navy & NAVAL RESERVES
01.2000 - 03.2006
Associate of Science - Business Management, Information Technology Information Library (ITIL)
Prince George's Community College
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