10+ years of extensive (remote & in-person) high volume inbound call center experience in areas of; ordering of services and products, reservation and booking, scheduling, and customer services.

• Ensure punctual pick up and drop of the scheduled passengers.• Ensure passenger’s journey is safe, prompt, clean and relaxed.• Assist with entering and exiting vehicle, and help with luggage.• Provide passengers with information about the local area and points of interest, or give advice on hotels and restaurants.• Perform routine vehicle maintenance such as regulating tire pressure, checking oil, gas, and water levels.

Maintain an active caseload of approximately 50+ participants, working under strictdeadlines.Understands and applies the project management methodology to ensure efficient, on-timedelivery and high-quality results.Provide participants with sufficient guidance and support to reach their individualemployment goals, including life skills, educational and vocational training, barrierremoval, job preparation/readiness, and employment.Counsel participants one-on-one regarding current situation, desires, aptitudes, educationand employment history.Present case history material for review and discussion with other staff members.

My focus of work as Business Services Consultant is to implement employment strategies that promote economic development through job retention and job creation within the Prince Georges County region of Maryland. Work includes serving as a resource for KRA participants and employers in the MD/DC/VA region needing assistance with employment-related matters. Work also includes assisting providers with training and promotion and technical assistance of workforce programs. The employee must foster positive and productive relationships with employers by participating in activities such as job training programs, scheduling informative seminars, and providing assistance with employment-related needs through our WEX-To-Work program. Work is performed under the general supervision of the Workforce Development - Business Services (WEX) Consultant.

*Outreach/Career Agent - 02/2020 to 05/2022Lead TCA Career Agent - 10/2019 to 02/2020ABAWD/SNAP Coordinator - 1/2019 to 10/2019Career Agent - 11/2017 to 12/2018• Promoted 3 times in under a three year time frame for exceeding goals and supportingcompany culture.• Maintain an active caseload of approximately 60+ participants, working under strictdeadlines.• Understands and applies the project management methodology to ensure efficient on-timedelivery and high-quality results• Provide participants with sufficient guidance and the support necessary to reach theirindividual employment goals, including life skills, educational and vocational training,barrier removal, job preparation/readiness and employment.• Designs and develops workshops, in-service sessions, and conference materials• Present case history material for review and discussion with other staff members.

• Completed leasing packages for all rentals and maintained 85%+ occupancy rate; quickly processed denial letters to inform prospective applicants of application rejection.• Assisted in development of marketing plans, Internet and print advertisements, and marketing copy.• Performed administrative duties such as rent collection, communicating with tenants via written correspondence, maintaining property and facilities, and administering lease closings.• Used housing database systems to calculate annual rent totals and recommended rental pricing strategies to maximize profitability and revenue generation.• Addressed, investigated, and resolved tenant complaints and documented action taken; delivered emergency 24-hour on-call services to tenants.

• Provide exceptional administrative support to the Career Agent and Operations Manager which increased overall efficiency by 50%.• Efficiently organized and conducted computer/mobile device skill training and basic MS Office to increase employability.• Led classroom instruction in basic computer keyboard and Internet usage.• Presented learning materials in various mediums - books, Internet, audio, and visual drawings.• Provided one-on-one tutoring to insure understanding of taught material.

• Took phone calls accurately from Metro Access customers and provided relevant information which resulted in scheduling/rescheduling, cancellations or general information about services.• Acknowledged for my customer service skills in 2014 following excellent customer feedback for providing outstanding services.• Resolved complaints as and when necessary.• Assisted Managers and Supervisors with tasks not limited to responding to customers’ called back request, updating spreadsheets and daily functions.

• Approached browsing customers and initiated conversation to determine buying preferences.• Increased deli sales 16% by communicating and marketing deli products to a diverse client base.• Selected as the primary agent to handle irate customers. Recognized for ability to calm clients, resolve problems, and follow through. Resulted in strong customer relations.

• Responsible for maintaining safety and security of the ramp at all times• Marshall aircraft on the ramp (includes directing, assisting and parking all arriving, departing and towed aircraft)• Responsible for courteous, prompt, accurate and careful handling of customer baggage, airfreight and COMAT (continuous lifting, loading/unloading, sorting & transfer of baggage, freight, COMAT)• Constant communication with Operations, Flight Crew personnel and other ground personnel• Other duties as required.

• Support the needs of our various Retailers and Field Representatives• Make outbound quality assurance calls to retailers• Answer incoming calls related to questions regarding service, project needs, order status, service requests and problems.

• Analyzed and verified accuracy of each application• Sorted and Filed by alphabetical order

• Analyzed payments, returns, and other financial reports to assess accuracy.• Corrected errors and discrepancies on tax returns.• Performed daily balance and deposit of all tax payments.• Generated daily and yearly reports accurately.• Performed Office Assistant duties for the Chief and Office Manager of Remittance.

• Responded to online, telephone, and written service requests from members, non-members, and institutions.• Handled individual and institutional records and payments with a high volume of confidentiality.• Generated weekly SCIENCE print order and resolved order processing issues• Demonstrated outstanding customer service abilities and provided courteous service to AAAS members and subscribers; performed other work related duties as assigned.