Customer Service Professional

Posted on: 2016-06-09

Shanita M. McPherson

Alexandria, VA 22302 (C) 240.483.1982 [email protected]            

SUMMARY:

Ms. McPherson is an experienced customer service professional with a stellar work ethnic and guest satisfaction record. Ms. McPherson has the ability to manage interactions with a wide variety of personality types with complete professionalism. She is able to thrive independently, as well as in a team environment. As a lead host, with experience in dealing with multiple ethnicities in a customer service setting, Ms. McPherson is able to multi-task, and adapt to fast-paced, high productivity environments.

EXPERIENCE:

Hostess, Wildfire Restaurant

McLean, VA

October 2008 – Current

• Provide Exceptional Service at all times
• Schedule reservations over phone and in person
• Plan seating arrangements
• Control the flow of the restaurant seating, planning large parties, honoring guest requests.
• Handle costumer complaints and involve manager if needed.
• Communicate with management, kitchen staff, and serving staff, and customers to ensure dining details were handled properly
• Answer phone lines and transfer calls to appropriate office or manager.
• Take orders for carry out and pack orders
• Create host scheduling
• Train new employees

Technology Utilized –

• Micros
• Excel

Human Resources Manager, Biswas Information Technology Solutions, Inc.

Herndon, VA

February 2016 – Present

• Conduct New Hire Orientations, Exit Interviews and Leave of Absences
• Processed layoffs and severance packages during reduction in force
• Observe team meetings, created team building exercises
• Create a strong team presence
• Design and Implement a new HR On-Boarding Program
• Initiate creative ways to motivate employees by introducing employee initiatives and employee appreciation days
• Source technological, human resources, and operational candidates for hire
• Manage full life cycle of recruiting and interview process
• Maintain document repository of all candidates, new hire and current employee resumes, along with other demographic information collected during interview and recruiting process
• Lead efforts in branding in marketing: maintain online company pages and accounts
• Continued communication with leadership and stakeholders to ensure hiring needs of company are met
• Point of contact for candidates, new hires, and other interested parties
• Facilitate all interactions of interviewers and interviewees
• Negotiate and finalize salaries of new hires
• Responsible for document creation: Write and edit job requisitions, create and design interview evaluation forms, new hire surveys, maintain call lists, create PowerPoint presentations and write and edit offer letters.
• Mediate and conflict resolution on employee issues using current policies and disciplinary actions

Technology Utilized –

• Microsoft Word: Document creation & viewing
• Microsoft PowerPoint: Creating presentations
• Microsoft Excel: Create tables for recruiting stats and calling lists
• Microsoft Outlook: Email, and calendar invites
• Skype for Business: Direct communication via instant message, sharing computer screens for collaboration & information sharing, enable video capability for face-to-face interaction
• Adobe Reader: Review resumes, download documents in PDF format and format word documents into Adobe format
• Professional Social Media Platforms, Jobs Boards & Resume Databases

Document Processing Specialist, Computer Technology Services Inc.

Rockville, MD

November 2013-September 2014

March 2015 -December 2015 (Subcontractor with Biswas Information Technology Services Inc.)

• Provided records management efforts and document preparation for scanning of government documents (medical records and other PII files)
• Converting paper documents to digital images using Kodak, Fujitsu and Cannon scanners.
• Performing quality checks of scanning operations to ensure best possible image scanned
• Data entry, indexing data transfers from access database
• Assist in image tracking using SQL database
• Create job set-ups for scanning operations, and importing and exporting job setups throughout the computer network
• review all agency grant file documents to determine proper disposition, storage and/or destruction
• Prepare grant document box lists, spreadsheets, and NARA SF135’s
• Train new employees on various job functions as it relates to records management
• Serve as team lead, responsible for reviewing, scanning and QC of PII documents.

Technology Utilized –

• Microsoft Word,
• Microsoft Outlook
• SQL
• Microsoft Excel
• Adobe Reader
• Kodak
• Kofax

Training Coordinator/ Counselor Assistant Crisis Management Introspect

Washington, DC

September 2008- February 2015 (Director Retired)

• Coordinate trainings in reference to crisis management, stress management, suicide prevention, developmental disabilities and many other subjects
• Assist the director in trainings, as well as sitting in during the trainings
• Prepare case files and updating them with every counseling session
• Research, develop and organize the counseling programs with the Director
• Visit schools, colleges and other institutes to discuss individual and group counseling sessions
• Write letters and e-mails to the clients and responding to the incoming telephone calls and e-mails
• Maintain one-to-one interaction with the students in schools and colleges for educational counseling
• Analyzed the latest market trends and publishing tips for business diversification and investment on the online counseling portal
• General Office duties, such as faxing, scanning, creating training certificates, scanning, scheduling, and office management

Technology Utilized –

• Microsoft Word,
• Microsoft Outlook
• Microsoft Excel
• Adobe Reader

References available upon request