Shantel S. Email and Phone Number

• Provide educational and informative tours of the United States Capitol to groups of various sizes, interests and needs. Exemplify thorough knowledge of the history of the United States Capitol and the United States Congress when conducting tours and delivering presentations on the history and artifacts in the U.S, Capitol Building.• Serve as one of the primary points of contact for the visitors that arrive at the Capitol Visitor Center on a daily basis—as many as 12,000-15,000 visitors per day during the peak visitation period. Provide exemplary customer service by welcoming and proactively engaging with visitors, responding to requests from visitors, and providing information about a variety of topics, including but not limited to, security guidelines, the amenities available in the Visitor Center, and the process for going on a tour of the Capitol.• Provide assistance to visitors with a variety of functions (e.g., general directions and wayfinding, reservation check-in and tour pass distribution, coat check services, large group coordination, arranging for accessibility services, distribution of listening devices and theater loading and operations). Work outdoors in a variety of weather conditions to facilitate visitors entering the buildings. Provide support for special events.• Confirm or set up a new reservation with incoming visitors in the automated reservation system and issue tickets. Work with visitors to resolve late or early arrivals or adjustments to the reserved time.• Operate various types of equipment, such as computers, coat check carousels, two-way radios, assisted listening devices, and audio-visual touch screens.• Receive guidance from the U.S. Capitol Police with regard to safety and security issues such as addressing prohibited items, directing crowds and assisting visitors in the event of an emergency in the CVC or U.S. Capitol, and maintaining personal safety.

Support instructional activities to aid special education students pursuing academic success while dealing with challenges in emotional disabilities, autism, and health impairments. Mentor students in group and individual settings, actively listening to understanding concerns and providing tailored guidance to propel student engagement and success.➢ Manage key aspects of curriculum, instructional, clerical, and special projects providing invaluable support to faculty and staff.➢ Update and maintain organization of student work, evaluation, and assessment data.➢ Foster collaborative relationships with faculty, staff, and student families to improve cross-functional collaboration and student support.

Build a diverse book of business as Graphic Designer, working directly with clients to refine brand strategies through compelling graphic design and visual branding initiatives. Leverage integrated creative, technical, and artistic expertise to produce visually engaging brand pieces.➢ Develop brand guidelines to maintain continuity between business and design priorities.➢ Perform rigorous market and competitor research to advise clients in designing custom brand strategies to strengthen company positioning and activate new audience awareness.➢ Work in tandem with clients to identify goals and target audience, tailoring brand guidelines to promote visual consistency.➢ Create Pitch Decks using Adobe InDesign and floorplan in Adobe Illustrator for client restaurant.

Developed scripts and edited videos of fulfillment center renderings using Adobe Premiere Rush. Collected and analyzed data on AutoCAD renderings by connecting with different POC’s across the Operations Design team. Uploaded videos to internal video platform for stakeholders to view.➢ Worked with Operations Design Standards Manager to develop weekly reports and SOPs on video creation.

Oversaw program development lifecycles from planning to execution for recreational art operations. Facilitated multiple classes in painting, drawing, and ceramics for service members and dependents, cultivating a unique environment of learning and creativity for optimal participant engagement.➢ Interacted daily with customers, managing multiple facility tours to introduce incoming service members and families to offered services.➢ Generated new interest by managing program social media activities, scheduling posts, and promptly responding to online inquiries.➢ Created immersion opportunities for participants by planning and organizing tours to local art galleries.➢ Streamlined operational workflows by developing employee schedule / program calendar.➢ Designed vector graphics for custom laser engraving requests and assembled custom picture frames and commemorative plaques.➢ Owned all pottery operations, managing orders and operating kiln for top-tier service and delivery.➢ Conducted monthly inventory to identify restocking needs and maintain organization of all supplies.➢ Managed all supply management and unloading from vendor truck in addition to opening / closing tasks.

Served as organization representative to a diverse customer base, managing all customer phone calls and inquiries about membership and promotions. Bolstered membership retention by actively reaching out to customers to provide renewal services.➢ Cared for children ages 3 months to 12 years in group settings, creating engaging settings to engage children while maintaining compliance with organization policies and procedures.➢ Upheld operations by managing guest operations and front desk organization through attentive project management and customer relations.➢ Complied with cash management requirements while processing all new memberships / monthly payments.

Managed a host of office-centered operations including payment processing, office organization, inventory control, and customer relations. Cultivated a welcoming environment for all clients by promptly greeting and engaging customers to determine needs and provide direction to specific areas.➢ Paired clients with best-fit tax advisors following careful conversations to gauge needs.➢ Maintained a pulse on calendar appointments to ensure all deadlines were met and supported check-in and check-out procedures.➢ Managed incoming calls and forwarded messages to expedite customer requests through attentive and reliable customer service support.

Directed team in all customer relations and food preparation for branch of Fortune 1000 national company. Interfaced directly with customers to process / prepare orders and respond to any inquiries.➢ Trained and mentored new and seasoned employees to own customer requests diplomatically and escalate issues as needed.➢ Monitored and facilitated product / supply orders following monthly inventories.➢ Prioritized compliance with all health code and café standards to maintain personnel and customer safety and health.

Coordinated with store manager to maintain operations for highly trafficked coffee shop, first in Nevada and then North Carolina as Shift Supervisor. Maintained a seamless customer experience by anticipating customer needs and monitoring daily operations to identify and bridge process breakdowns.➢ Shaped capacity to work collaboratively and autonomously as team-oriented leader.➢ Organized store and maintained cleanliness to maintain credibility with other shift supervisors in 24/7 store environment.➢ Supported and maintained compliance with cash management practices, ensuring the same for all personnel involved with cash-handling activities.➢ Equipped staff with essential operational and customer service knowledge, informing store management of performance updates in support of process / performance improvement.