Business Manager at SE-ACT Services (2018-01 – Present)
- Handles incoming calls and emails.
- Maintains filing systems and records management.
- Develops and implements budgets, and oversees billing and financial performance.
- Processes invoices and manages the office budget.
- Manages marketing and promoting logistics.
- Oversees office supplies and equipment inventory.
- Hires, trains, and supervises operational staff to ensure they meet performance standards.
- Identifies areas for improvement within operational processes and implements changes to streamline workflows and increase efficiency.
- Oversees quality assurance programs to maintain high standards in products or services delivered.
- Deploys health and safety initiatives to support a zero-incident culture.
- Ensures production objectives are met within approved budget, schedules, and quality specifications.
- Develops improvements in production methods, standards, and procedures to ensure effective use of resources.
- Works 10 hours or less weekly
Help Desk Technician at GDIT (2024-01 – 2025-04)
- Assist and support end-users with technical issues and questions related to specialized navy software systems and applications via multiple support channels, including phone, email, chat sessions, web forms, and other communication methods available.
- Apply basic troubleshooting, issue isolation, and diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalate tickets in accordance with existing SOPs, work instructions, and knowledge articles.
- Thoroughly document requests and incidents according to business processes and standard operating procedures.
- Document detailed, specific work notes regarding the interaction with the customer.
- Provide case status updates to management and end-users according to service level guidelines.
- Maintain a high level of courteous customer service at all times.
- Communicate with customers at all levels of technical and non-technical skill sets.
- Worked 40 hours weekly
Computer Operator II at GDIT (2022-10 – 2024-01)
- Responded to incoming service calls and/or self-service ticketing queues on behalf of our client to provide accurate and appropriate information.
- Identified, evaluated, and prioritized end-user issues to ensure that inquiries were successfully resolved.
- Utilized troubleshooting techniques to resolve hardware, software, and network issues.
- Documented incident status and solutions in incident database tools.
- Diagnosed, identified, isolated, and analyzed problems utilizing historical database records.
- Performed clerical and/or administrative duties as assigned.
- Worked 40 hours weekly
Customer Service Representative I at GDIT (2019-10 – 2022-10)
- Answered incoming phone calls on behalf of the client; provided accurate and appropriate information to callers.
- Complete call guides; gathered and verified required information.
- Attended telephone skills and program information training sessions; adhered to established levels of service.
- Adhered to established customer service and documentation standards within required frames.
- Adhered to contact center scheduling, ensured telephone coverage during contact center hours for operations.
- Worked 40 hours weekly
Cashier at Podnuh's BBQ (2019-05 – 2019-10)
- Assisted with the flow of guests by taking food and drink orders as needed.
- Handled cash at the beginning and end of day revenue reconciliation, and applicable paperwork.
- Ensured proper food presentation and storage.
- Assisted with clean-up throughout the shift.
- Assured that the quality of food and the arrangement of dishes are as per the standards marked by the higher authorities.
- Implemented strategies to improve customer experience.
- Worked fluctuating hours 15-30 hours weekly
Customer Service Representative at Teleperformance (2018-10 – 2019-01)
- Resolved customer complaints via phone, email, and mail.
- Cancelled and upgraded accounts.
- Took payment information and other information, such as addresses and phone numbers.
- Utilized computer technology to handle high call volumes.
- Worked with customer service managers to ensure proper customer service was being delivered.
- Maintained a positive, empathetic, and professional attitude toward customers at all times.
- Kept records of customer interactions, transactions, comments, and complaints.
- Processed orders, forms, applications, and requests.
- Worked 40 hours weekly
Family Advocate at Providence House (2017-04 – 2018-10)
- Used technology to enhance residence achievement and professional growth.
- Evaluated resident process coordination with the case manager.
- Maintained accurate and up-to-date records.
- Counseled residents for the continuance of motivation in the pursuit of goals.
- Remained professional regarding sensitive cultural diversity and disabilities, as well as varying socio-economic backgrounds.
- Assisted in the dining room and recorded the total meals required.
- Checked on resident chores, documented levels sheet, ensured children were in the area for the bus, and made rounds through the building as required.
- Worked 40 hours weekly
Youth Support Specialist at Ekayha Youth Project (2015-06 – 2017-08)
- Provided individual and group counseling services to youth in a culturally responsive and strengths-based manner.
- Designed and facilitated including engaging in educational youth programs and activities.
- Partnered with community organizations, schools, and other family support groups to provide resources and support to youth and their families.
- Collaborated with program staff to assess the needs of youth and families, and developed and implemented programs and services to meet those needs.
- Maintained accurate and confidential records, and documentation of youth services and activities.
- Attended and participated in regular staff meetings and training opportunities
- Worked fluctuating hours 25-40 hours weekly
Facilitator at The Arc of Caddo Bossier (2015-02 – 2015-11)
- Assessed program participants' strengths by utilizing formal and informal measures.
- Taught and modified program curriculum individualized to each participant's needs.
- Lead group discussions and activities.
- Supported individuals and teams in the development of goals.
- Advocated for individuals with disabilities.
- Participated in a multi-disciplinary, self-directed team.
- Maintained personal vehicle and driving eligibility to transport program participants.
- Compiled with policies addressing program participant rights, responsibilities, and confidentiality.
- Established a positive, considerate, and collaborative relationship with program participants and team members, attending team meetings and being respectful of values and varying lifestyles.
- Complied with required documentation standards.
- Worked 40 hours weekly
