Work Experience

Smith IT, University of Maryland

Troubleshoot technical problems across the campus for varying priority clients under time sensitive and high accuracy situations
Schedule and manage appointments for technical problems throughout the school as well as serve more than 20 walk in clients per day with quality customer service and high turn around times
Manage frustrated customers by asking questions to diagnose their problems, listening to them intently and then solving their problems, ensuring that each customer walks out better off than when they came it

College Park, MD

August 2015 - Present

DHL Express

Coordinated with DHL management team and 5 interns to coach drivers on SMITH driving practices and proper Global SOP responsibilities in the facility; proper package handling procedures and proper HIC cage protocol
Prepared DHL Express facility for yearly audit, eliminating more than 65% of Bad Address packages
Solved Bad Address packages by diagnosing cultural differences, economic and political factors, and human errors
Completed cold calls to more than 12 businesses and developed business opportunities, securing one new client
Troubleshot International Supply Chain Management obstacles and operational inefficiencies through the 4 major facets of DHL; motivated people, great service quality, loyal customers and profitable network

Washington, D.C.

May 2015 - August 2015

Host and Bus Boy

Through my experiences I learned to never bite off more than I can chew, and to never feel bad about asking for help. As host I improved upon my interpersonal skills, greeting customers appropriately, accommodating those in need, and learning to phrase questions and concerns appropriately. As a bus boy I learned to pay attention to details and maintain a clean work environment while working under pressure. I enjoyed the customer service aspect of the job and preperation it took.

Annapolis, MD

Summer 2014

Front Line Operator

As a member of the Chick-fil-a team I shared responsibilities as cashier, sampler, milkshaker, and my favorite, bagger. Chick-fil-a prides itself on second mile service which they train every one of their team members in. The core 4 aspects of a uniform Chick-fil-a experience are: eye contact, speaking enthusiastically, smiling, and engaging the customer.

At Chick-fil-a I took advantage of the opportunities to improve the business with my problem solving skills and craftsmanship. I autonomously created two devices that resolved front line inefficiencies resulting in a 70 percent cut in restocking time and improved reaction time by employees. These two process are still being used today. I developed a new family at Chick-fil-a and it was the most rewarding part of the job.

Annapolis, MD

May 2010 - August 2013

Merchandise and Customer Assistant (MCA)

As MCA I was put in charge of pricing and advertising functions in the tools department. I would lay out floor models, price and label items, and develop new floor plans to engage more customers. I also interacted with customers, handling their concerns and suggestively selling them complementary products. I learned the reality of the statement "the customer is always right" and how deviating from that can cause a lost customer for life. I developed interpersonal skills with coworkers and customers.

Annapolis, MD

May 2013 - August 2013

Server and Bus Boy

At Nordstroms I learned the art of fine dining, etiquette and other topics related to high-end clientele and service. It was the begining of a journey to understanding socio-political differences. I worked in Nordstrom's cafe where I gained my first experiences interacting with upper-class clients, a highly hierarchal and bureaucratic environment and highly demanding standards. I was also trained in the Nordstrom way of delivery above standard quality service to our customers. The customer was always right and we never questioned them.

Annapolis, MD

June 2012 - July 2012