SHERRI HOLLEY
Rosedale,MD
Summary
Versatile professional with extensive experience in guest services, security, education, residential support, public service, court administration, and healthcare operations. Recognized for calm conflict resolution, attentive customer service, accurate records management, and clear communication with diverse individuals in fast-paced environments.
Overview
4
4
years of post-secondary education
36
36
years of professional experience
Work History
Guest Services Associate, Part Time
OVG - Chesapeake Arena
Baltimore Area, MD
08.2025 - Current
- Welcome guests, provide directions and event information, and respond professionally to questions and service needs.
- Directed guests to seating, entrances, restrooms, and arena amenities.
- Guarantee guest satisfaction and positive experience through genuine, enthusiastic and friendly interactions.
- Support crowd flow and enforced arena safety guidelines.
- Resolve guest questions and concerns using calm, professional communication.
- Coordinate with security, box office, and event staff during live events.
- Upheld company policies and procedures while ensuring compliance with safety regulations.
Substitute Teacher
Kelly Services
Baltimore, Maryland
07.2025 - Current
- Carry out teacher lesson plans, support classroom routines, and maintain a safe, respectful learning environment.
- Provided classroom instruction outlined in teacher's lesson plans.
- Communicate expectations clearly, assist students with assigned work, and document classroom activities for returning staff.
- Monitor student work and provided guidance during independent classroom activities.
- Engage students in discussions to promote interest and drive learning.
- Encourage positive behavior among students through effective communication techniques.
- Enforced classroom routines to keep students on schedule and operating at consistent level.
- Provided individual instruction to support special needs students.
Residential Aide
Partners For Success
Rosedale, MD
09.2024 - Current
- Support residents with daily routines while promoting safety, dignity, independence, and a respectful living environment.
- Assisted residents with meal preparation, hygiene, and medication reminders.
- Ensured the safety of residents by monitoring their behavior, responding promptly to requests for assistance, and providing a safe environment.
- Observe and document relevant information and communicate concerns to appropriate team members.
- Documented resident care, behaviors, and service notes accurately.
- Communicate resident needs clearly with staff, families, and support teams.
- Guided residents through community activities and appointment transportation.
- Participate in team meetings with other residential aides discussing resident care plans.
Usher, Part Time
OVG - CFG Bank Arena
Baltimore, MD
09.2023 - Current
- Greet and direct guests, verify seating locations, and help maintain orderly movement throughout events.
- Direct guests to the correct location by documented ticket seats and answered questions about facility amenities.
- Provide assistance to people with disabilities who require special accommodation.
- Monitor aisles, exits, and sections for guest safety
- Participated in weekly staff meetings to enhance team communication to discuss improvements in customer service procedures.
Security Officer
S.A.F.E. Management
Baltimore, MD
09.2019 - 02.2025
- Monitored employee, visitor, and guest entry and exit to help protect property and maintain venue security.
- Inspected bags for weapons, beverages, and other unauthorized items in accordance with stadium policies.
- Checked credentials and directed guests through controlled entry points.
- Guarded restricted areas to prevent unauthorized entry.
- Monitored access to restricted areas to ensure safety and security. to prevent unauthorized entry.
- Assisted crowd control during S.A.F.E. Management events and venues.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Adhered to post orders while maintaining a visible presence around the property.
- Coordinated with law enforcement and emergency responders during incidents and emergencies
Revenue Examiner
Comptroller of Maryland
Baltimore, MD
07.2005 - 05.2010
- Examined and corrected state tax returns and International Fuel Tax Agreement reports for accuracy and compliance with tax laws and reporting requirements.
- Managed 70+ inbound and outbound calls on multiline phone system, explaining liabilities and resolving account questions, facilitating settlements of delinquent accounts.
- Prepared and processed legal and collection documents, ensuring compliance with applicable laws and procedures for assessment notices, subpoenas, garnishments, liens, and property-seizure actions.
- Adjusted and amended taxpayer accounts, maintaining accurate specialized program records and reports to support compliance and oversight efforts.
Court Clerk
District Court of Maryland
Glen Burnie, MD
05.2000 - 07.2005
- Welcomed visitors to courthouse, providing directions and assistance upon arrival. entering the courthouse and provided assistance as needed.
- Processed filings, summonses, and legal documents for court proceedings
- Maintained confidential records to ensure compliance with legal standards and supported public counter inquiries to facilitate access to court information.
- Verified case information for accuracy in District Court records.
- Coordinated document flow between judges, clerks, and court administration
- Coordinated document flow among judges, clerks, and court administration to streamline operations and improve communication.
- Assembled paperwork and relevant files and briefs for use by a judge at hearings and trials, using discretion to indicate key information relevant to judgment and prosecution decisions.
- Recorded updates to case files after each hearing or trial, ensuring accuracy and accessibility. after each hearing or trial was concluded.
- Greeted visitors entering the courthouse and provided assistance.
Administrative Communication Clerk
Northwest Hospital Center
Baltimore, MD
08.1994 - 07.2000
- Assembled patient charts and transcribed physician orders.
- Processed patient discharges and provided efficient clerical support to nurses, physicians, and patient-care teams, facilitating smooth patient transitions.
- Routed incoming calls to Northwest Hospital Center departments and staff.
- Logged messages for patients, visitors, physicians, and nursing units.
- Operated switchboard systems for routine and urgent communications.
Unit Clerk
Sinai Hospital
Baltimore, MD
06.1990 - 08.1998
- Maintained patient charts, transcribed physician orders, entered clinical information, coordinated tests and transportation, and facilitated discharge processing to ensure smooth patient transitions.
- Provided reliable clerical and communication support to nursing staff, physicians, and patient-care units, enhancing collaboration and workflow efficiency.
- Managed unit desk communications for Sinai Hospital nursing staff and providers.
- Updated patient records, charts, and admission paperwork in hospital systems.
- Answered phones and routed calls to appropriate clinical departments.
Education
Paralegal Studies
Frederick Community College
Frederick, MD 07.2008 - 01.2009
Paralegal Studies
Catonsville Community College
Baltimore, MD 09.1999 - 01.2000
Diploma - Accounting
Paul Laurence Dunbar High School
Baltimore, MD 09.1982 - 06.1985
Skills
- Guest Services
- Classroom and activity supervision
- Event Coordination
- Event Documentation
- Guest Feedback Management
- Conflict Resolution
- Safety & Security
- Public Communication
- Attention to detail
- Data entry
- Office administration
- Computer skills
- Appointment scheduling
- Multiline Phones
- Continuous improvement
AWARDS & RECOGNITION
Unsung Heroes Award | Public Service Achievement Award
Timeline
Guest Services Associate, Part Time
OVG - Chesapeake Arena
08.2025 - Current
Substitute Teacher
Kelly Services
07.2025 - Current
Residential Aide
Partners For Success
09.2024 - Current
Usher, Part Time
OVG - CFG Bank Arena
09.2023 - Current
Security Officer
S.A.F.E. Management
09.2019 - 02.2025
Paralegal Studies
Frederick Community College
07.2008 - 01.2009
Revenue Examiner
Comptroller of Maryland
07.2005 - 05.2010
Court Clerk
District Court of Maryland
05.2000 - 07.2005
Paralegal Studies
Catonsville Community College
09.1999 - 01.2000
Administrative Communication Clerk
Northwest Hospital Center
08.1994 - 07.2000
Unit Clerk
Sinai Hospital
06.1990 - 08.1998
Diploma - Accounting
Paul Laurence Dunbar High School
09.1982 - 06.1985