Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
Work Preference
Generic

STEPHON KNOX

Frederick,United States

Summary

Professional with experience in customer service and investigative roles, prepared to deliver impactful results. Strong focus on team collaboration and adaptability. Skilled in conflict resolution, data analysis, and communication. Reliable and flexible, thriving in dynamic environments.

Overview

28
28
years of professional experience

Work History

Customer Service Investigation Agent

Swissport
01.2024 - Current
  • Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
  • Provided expert guidance on company policies and procedures, enabling customers to better understand their rights and responsibilities during the investigation process.
  • Acted as a mentor for junior team members, sharing knowledge and expertise while fostering a supportive work environment.
  • Utilized advanced software tools to manage cases efficiently, optimize workflow, and maintain comprehensive case documentation for future reference.
  • Leveraged strong negotiation skills to resolve disputes between parties fairly, preserving positive business relationships whenever possible.
  • Implemented effective communication strategies to keep customers informed of investigation progress and expected timeframes for resolution.
  • Identified trends in customer complaints, working closely with management to address underlying issues and improve overall service levels.
  • Maintained exceptional performance metrics by consistently meeting or exceeding established goals for case resolution and customer satisfaction ratings.
  • Streamlined investigation processes for improved response times and case resolution.
  • Upheld strict confidentiality standards, protecting sensitive customer information and preserving trust in the organization.
  • Conducted thorough research to validate customer claims, leading to accurate decision-making and fair outcomes.
  • Continuously sought opportunities for self-improvement and skill development, resulting in increased efficiency and effectiveness as an investigation agent.
  • Effectively managed high-volume caseloads, ensuring prompt attention to customer concerns.
  • Collaborated with cross-functional teams to drive process improvements and enhance the overall customer experience.

City Carrier Assistant

United States Postal Service
01.2023 - 01.2024
  • Provided solutions to customer request regarding postal regulations and the mail process
  • Arranged and sorted mail in proper delivery sequence and routed mail to correct destination
  • Interacted with customer throughout the mail delivery route
  • Retrieved outgoing mail from boxes while also retrieving outgoing parcels
  • Prepared incorrectly addressed mail and parcels for return as well as provided notification to the Post Office for undeliverable address
  • Certified to operate standard postal vehicles along with the 2 ton delivery truck
  • Efficiently managed time and resources to ensure timely completion of route assignments while meeting delivery standards.
  • Adhered to safety protocols when handling hazardous materials or heavy packages in accordance with USPS guidelines.
  • Provided exceptional customer service by assisting customers with questions about postage rates, mailing regulations, and package guidelines.

Operations Supervisor

Samson Protection Services
03.2019 - 02.2023
  • Consult on measures to minimize risk and hazardous exposure
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
  • Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.

Corrections Officer I

State of Maryland/Department of Public Safety and Corrections
02.2021 - 10.2022
  • Graduate of the Police and Corrections Officer Academy
  • Maintain security over inmates; observes inmate behavior and refer for services as appropriate; supervises the work assignments, recreational activities and housing activities of inmates; search inmates for contraband; inspects and searches inmate living areas; workspaces, recreational areas, program areas for cleanliness and/or contraband
  • Conduct and record security rounds, formal and informal counts and inspections
  • Write incident reports for inmate misconduct, use of force, etc
  • Process the intake and discharge of inmates; receives and reviews legal; court, and all official documents pertaining to an inmate; receive and issue clothing, property and funds under the supervision of a superior
  • Operate security detection equipment to include body scanner, metal detector and x-ray machines
  • Established and maintain effective working relationships with staff and inmates
  • Contact other departments to address inmate concerns; this includes, but is not limited to medical, mental health and classification
  • Document inmate movement and activities
  • Screen inmates for suicide risk and other vulnerabilities
  • Supervised inmates during all activities and transfers to monitor compliance and implement corrective actions.
  • Enhanced facility safety by conducting thorough security checks and monitoring inmate activities.
  • Reduced inmate altercations by maintaining consistent enforcement of rules and regulations.
  • Supported successful emergency response efforts by participating in regular drills and training exercises.
  • Prevented contraband introduction through diligent cell searches and visitor screenings.

Interim Assistant Vice-President, Auxiliary Enterprises

Howard University
02.2018 - 09.2018
  • Responsible for all fiscal management of an expanded $34M portfolio
  • Successfully managed a $3.7M renovation of the main dining facility
  • Provide leadership and development for 7 direct reports through comprehensive training opportunities and individual guidance
  • Initiated a centralized business services unit for advising and collaborative partnerships across university departments
  • Develop and manage strategic plan to implement new non-traditional business developments (retail food establishments, conference & events division, and future state an auto service center)
  • Provide executive oversight of 14 business units/profit centers including, bookstore, campus dining, mail services, graphics & printing, hotels services, laundry, managed print services, trademark licensing, vending - snack & beverage, marketing, parking & shuttle, one card services, short-term vending, business service
  • Continuation of all duties from previous role as director
  • Established a high-performance culture within the team by setting clear expectations and providing regular feedback on individual performance contributions.
  • Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.

Director of Contract Management, Auxiliary Enterprises

Howard University
01.2011 - 02.2018
  • Managed a $21M portfolio including with budget creation, management, revenue forecasting, and financial modeling
  • Make recommendations to ensure strategic initiatives are executed within budget constraints
  • Created successful plan to outsource two departments resulting in a cost savings of $2.1M to the university
  • Co-managed the $7.5M renovation of a key dining facility
  • The project was completed on schedule and within budget
  • Performed specialized administrative functions, including research and analysis, program coordination and monitoring, data collection and reporting, and recommend program changes; Developed quarterly reports outlining the activities of the Auxiliary Enterprises portfolio
  • Reviewed all vendor financial statements, analyzed data to inform best practices and optimal efficiencies, determine trends and identify problems; Tracked financial performance and prepare routine ad hoc reports, financial analysis, and records on Auxiliary Enterprises portfolio activities, progress, status or related special reports for the Assistant Vice President
  • Coached and advised staff, students and others to improve technical advice, problem solving assistance, customer service functions related to program goals and policy interpretation
  • Served as advisor to the Auxiliary Enterprises portfolio on budget, fiscal, personnel, contracts, agreements, procurement, cost analysis, general accounting, student and alumni affairs and other University matters
  • Coordinated efforts to ensure continuous development of support staff and mid-level management through professional development opportunities
  • Administered all aspects of contracts with external vendors for bookstore, foodservice, vending and other revenue-generating activities of Auxiliary Services
  • Implemented administrative procedures and systems aligned with departmental service-oriented objectives and institution policies
  • Evaluated the factors of cost, quality and service by vendors to achieve the most efficient use of university resources
  • Developed and managed requests for proposals to outsource the bookstore, kitchen maintenance and print solutions
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

Director of Project Management

Office of Ecclesiastical Counsel
02.1997 - 01.2010
  • Implemented business development plan for senior housing development in the Toledo, OH area
  • Provided client specific consultation and logistics expertise to ensure effective operating, pricing, personnel to drive successful service implementation of community development initiatives and customer satisfaction
  • Maintained close communication with current clients and Operations Management team to ensure uniform understanding of customer expectations relative to operational solutions, timeline, cost, and execution
  • Assessed clients' external/internal communication and operating requirements to enhance logistics, processes, and procedures
  • Responsible for overseeing all aspects of implementing new services to new accounts and/or adding additional services to existing accounts
  • Provided high level client/customer service through ensuring cohesive/productive relationships between client and all other functional areas of the company
  • Responsible for all aspects of contract negotiations, implementations, and ultimately maintaining world class service and communications internally and externally
  • Developed a comprehensive and aligned business development plan specific to client or project needs
  • Elevated team productivity levels with regular training sessions focused on enhancing technical skills as well as soft skills like collaboration or problem-solving techniques.
  • Coached team members for improved performance through constructive feedback, skill development opportunities, and ongoing support.
  • Promoted a culture of continuous improvement by establishing performance metrics for regular evaluation and identifying areas for further enhancement.
  • Coordinated multiple high-profile projects simultaneously, successfully navigating competing interests and ensuring timely completion with minimal disruption to daily operations.

Education

Master of Divinity -

Wesley Theological Seminary
Washington, D.C.
06.2020

OHIO DOMINICAN UNIVERSITY
01.2002

Skills

  • Microsoft Excel

  • Decision Making

  • Leadership Skills

  • Ability to Multitask

  • Communication Skills

  • Active Listening

  • Customer Service

  • Operations

  • Contract Management

  • Accounting

  • Financial Statements

  • Operations Management

  • Critical Thinking

  • Project Management

  • Financial Analysis

  • Research

  • Management

  • Forecasting

  • Problem Solving

  • Business Development

  • Procurement

  • Communications

  • Microsoft Office

  • Time Management

  • Data Collection

  • Active learning

  • Negotiation

  • Assertiveness

Timeline

Customer Service Investigation Agent

Swissport
01.2024 - Current

City Carrier Assistant

United States Postal Service
01.2023 - 01.2024

Corrections Officer I

State of Maryland/Department of Public Safety and Corrections
02.2021 - 10.2022

Operations Supervisor

Samson Protection Services
03.2019 - 02.2023

Interim Assistant Vice-President, Auxiliary Enterprises

Howard University
02.2018 - 09.2018

Director of Contract Management, Auxiliary Enterprises

Howard University
01.2011 - 02.2018

Director of Project Management

Office of Ecclesiastical Counsel
02.1997 - 01.2010

OHIO DOMINICAN UNIVERSITY

Master of Divinity -

Wesley Theological Seminary

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

HybridRemoteOn-Site

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPaid time off401k matchPaid sick leave4-day work weekPersonal development programsHealthcare benefitsWork from home option

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STEPHON KNOX