Customer Service -Customer

Clotelle Perry

301-***-**** • ***********@*****.***

Performance Strategy Leadership

High-performing, strategic logical-thinking professional. Over 20 years of program administration experience, successfully managing complex projects and leading teams to exceed expectations. Strong planner and problem solver, who readily adapts to change, works independently, and exceeds expectations. Ability to handle multiple priorities and meet tight deadlines without compromising quality. Highly skilled at relationship building with clients and staff.

Key Skills Assessment

Leadership. Ability to transform high potential staff into outstanding leaders demonstrating the skill, creativity, and savvy that is critical to financial and operational success.

Customer Service. Identified key growth and cost-saving opportunities for the company. Added resources include training and working with outside vendors to improve and promote customer satisfaction.

Contingency Planning. Analyze and plan recommendations for unforeseen events such as storms, system complications, and other processes concerns.

Training. Promote a higher standard or improve performance gaps by providing instructional designs to train new skills, knowledge, and behaviors through product, processes, or methods.

Areas of Expertise

-Microsoft Office

-Database/ Records Management

-Need analysis

-Relationship management

-Email: Lotus Notes, and Outlook

-Training Delivery

-Customer Service Retention

Professional Experience

Metro Access, WeDriveU LLC

Capitol Heights, MD • March 2025 – Present

Provide safe and reliable transportation service to passengers by operating specific vehicles such as sedans, vans, paratransit vans, limousines, taxi-cabs, shuttles, medium duty buses, transit buses, and/or motor coaches with fixed or changing route

Reports any maintenance problems to Maintenance in accordance with Company procedure and does not operate an unsafe vehicle

Physically assists passengers in evacuation of vehicle in case of emergency

Exercises passengers and/or student management per Company policy

Keeps the interior of the assigned vehicle clean and presentable

Completes all required paperwork (including route change sheets, timecards, vehicle repair requests) and submits to the appropriate authority in a timely manner

Maintains a cooperative attitude with fellow employees, supervisors, customers, and passengers while always promoting company goodwill

Safely and efficiently utilizes vehicle equipment, including wheelchair lifts, radios and emergency equipment

Case Manager, Metropolitan Educational Solutions

Washington, DC • May 2024 – July 2024

Obtaining housing for the homeless and assist with employment and education

Assist clients with LRSP Housing applications

Search for rent reasonable and affordable housing

Maintained consistency by assisting clients monthly with all housing needs

Assist clients with applying for ERAP (DC Emergency Rental Assistance) LIHEAP (Low Income Home Energy Assistance) AND SNAP (Supplemental Nutrition Assistance) programs

Coordinating and providing care that is safe, timely, effective, efficient, equitable, and client-centered

Handling care assignments, draft service plans, review case progress and determine case closure

Help clients achieve wellness and autonomy

City Carrier Assistant (CCA), United States Postal Service

Forestville, MD • February 2024 – May 2024

Consistently ensured timely delivery to over 100 households daily, enhancing customer satisfaction and adherence to postal regulations

Maintain good relations with customers and have a general familiarity with postal laws, regulations, and products for your area

As a CCA I provide a critical service to the community by ensuring mail delivery during weekdays, weekends, and holidays with opportunities for career promotion

Sort, lift and push moderate to heavy loads of mail and packages to prepare for delivery

Deliver mail along your assigned route

Pick up or collect mail from customers

Collect postage due for charge on delivery or other services

Staff Assistant, (Contractor), Chenega Corp. C2 Alaska LLC/Securities and Exchange Commission (SEC), Washington D.C • August 2019 – April 2023

Prepared purchase requests for a variety of equipment, supplies, services, and trainings; Prepared supporting documentation

Support Senior Counsel Staff in the Chairman’s office by providing clerical and administrative duties; demonstrates initiative in developing solutions to meet complex administrative needs.

Providing effective and adequate float coverage for the Chairman's office, Commissioner's offices and Director’s offices

Managed calendars and schedule of one of the senior officials; Capitol Hill officials will call to schedule meetings with the Commissioner. Communicate effectively with communications team to convey information, collect data or coordinate administrative details to senior staff.

Monitored office equipment daily for proper functioning. Contacted various in-house mechanisms in support of telephone, maintenance, and housekeeping services on own initiative or when requested by staff

Provided support on travel-related activities which included processing travel for staff, arranging flight, hotel, conference registration, auto, and other reservations upon Government review and approval. Retrieved airline tickets from travel office when necessary; Prepared and submitted travel vouchers upon travelers return; Maintained copies of all travel orders, vouchers, and leave forms in the established office file; Arranged and prepared travel of non-Government guests to requested meetings which includes arranging hotel

Maintained electronic calendar by using the current Microsoft Outlook program; Assisted in troubleshooting when scheduling conflicts arise. Assisted in scheduling meetings and activities; Provided administrative and logistical support for meetings. Arranged conference room accommodation and audiovisual equipment needs

Notified staff when training nominations have been approved; Maintained training documents in established office file; Arranged conferences, workshops, training courses and other meetings.

Provided general office administration support services as requested

Concierge, NVT Staffing, Falls Church, VA • December 2017 – December 2020 (part-time)

Common knowledge of facility to greet and direct guests

Answer multiple phone lines and direct calls to the appropriate personnel

Register, receive, maintain, and log packages

Ensure the facility adheres to safety standards and conditions. Identify and report emergencies

Maintain client confidentiality by securing records and activity

Provide exception customer service to residents, prospects, and property staff

Training Specialist, DTSV/U.S. Citizenship & Immigration Services, Arlington, VA• June 2016 – August 2018

Delivered group and individual instruction and training covering a range of technical, operational, and/or management processes (SOP’s, computer systems, timekeeping processes)

Developed training curricula/programs to meet instructional goals and objectives

Coordinated administrative functions necessary to deliver and document training programs

Assisted in analyzing and assessing training and development needs for individuals and departments

Formulated training outlines and determining instructional methods utilizing knowledge of specified training and effectiveness of such methods such as individual training, group instruction, demonstrations, and meetings and helpful demeanor.

EDUCATION

-High School Diploma, Eastern Senior High School, May 1993

Additional Training: Certified Medical Administrative Assistant- National Healthcare Association, Medical Terminology: A Word Association Approach- PG Community College, Medical Office Administrative Assistant- University of the District of Columbia, Security Awareness Training, Human Trafficking, Central Index Systems and Records, USCIS Mail Handling Overview, USCIS Privacy Awareness Training- U.S. Department of Homeland Security

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