James Harvin
Temple Hills
Summary
Dynamic customer service leader with a proven track record at the Maryland-National Capital Park & Planning Commission, excelling in performance monitoring and conflict resolution. Recognized for enhancing customer satisfaction through effective problem-solving and exceptional communication skills, while successfully training and mentoring teams to achieve outstanding service outcomes.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Customer Service Representative Manager/Admin. Support
Maryland-National Capital Park & Planning Commission
05.2023 - Current
- Managed and coordinated room and party rentals.
- Interviewed prospective employees and provided input on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Collaborated with staff regarding schedules to maintain appropriate staff coverage.
- Planned and delivered training sessions to improve employee effectiveness.
- Assigned work and monitored the performance of personnel.
- Monitored customer service team to assess knowledge, tone, and adherence to company policy.
- Trained staff to provide excellent customer service to challenging customers.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided guidance to team members regarding difficult or complex inquiries from customers.
- Planned and led team meetings.
- Resolved escalated customer complaints promptly and professionally.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained new Customer Service Representatives on company offerings and services.
- Ensured that customers received prompt resolution of their queries or complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
Customer Service Representative
Maryland-National Capital Park and Planning Commission
05.2022 - Current
- Engaged in conversation with customers to understand needs, resolve issues and answer questions.
- Provided exceptional customer service to ensure customer satisfaction.
- Utilized RecTrak software.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about offerings and services to customers.
- Resolved customer complaints promptly and efficiently.
- Answered incoming calls and emails, providing frontline customer support or assistance with account transactions.
- Adjusted fees and refunded money to resolve customers' complaints.
- Assisted customers with class selection, off-site offerings and technical support.
- Increased customer satisfaction by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Volunteer/Program Support Assistant/Deputy Director
Galilee Community Development Corporation
Suitland
01.2016 - Current
- Provides logistical and administrative program support.
- Assists in grant writing and research, data analysis.
- Participated in VITA (Volunteer Income Tax Assistance) program
General Practitioner/Special Prosecutor
Law Office of James E. Harvin
Pittsburgh
01.1997 - 12.2006
- Coordinated and developed civil and criminal litigation, including personal injury, domestic relations, and employment discrimination
- Represented plaintiffs and individuals in civil and criminal litigation, and workers compensation cases
- Supervised staff
- Served as a Special Prosecutor for the City of Pittsburgh Citizens Police Review Board
- Provided pro bono services for local non-profit's (Community Builders Services Inc.) clients regarding domestic matters, child support, and custody matters
- Primary/sole responsibility for diverse civil litigation matters through trial and appeal
- Effectively negotiated settlements and resolutions in personal injury and employment discrimination cases
Staff Attorney
CIGNA Insurance Company
01.1989 - 12.1997
- Company Overview: Field Litigation Office / Property & Casualty
- Recruited by the Office Supervising Attorney due to reputation of being detail-oriented and extremely thorough
- Achieved successful results in policyholder defense, civil litigation, including personal injury, property damage, and worker's compensation
- Successfully represented both individual and corporate clients in a variety of matters
- Utilized extremely strong organizational skills to meet time procedures for a high volume of active cases (over 50 active cases per year)
- Met or exceeded yearly job performance evaluations
- Field Litigation Office / Property & Casualty
Assistant District Attorney
Allegheny County District Attorney Office
01.1985 - 12.1989
- Prosecuted an active litigation/trial calendar, including the entire spectrum of criminal matters
- Chosen for the Crimes Persons Unit, involving serious crimes including homicides, homicides by vehicle, rapes, sexual assaults, and more serious aggravated assaults
Education
Juris Doctor Degree -
University of Pittsburgh School of Law
Pittsburgh, PABA - English
Lincoln University
Lincoln, PASkills
- Exceptional Writing Skills
- Identifying Root Cause Analysis
- Performance monitoring
- Active listening
- Negotiation and conflict resolution
- Problem-solving
- MS Office (Word, Excel, PowerPoint, Publisher)
- Online Research
- Public Speaking
- QuickBooks
- Strong Organizational Skills
- Communication strategies
- Web Copywriting
- Data analysis
- Call center experience
- Schedule management
- Reliability
Certification
ABS Aqua Cycling Teacher
Completed "Techniques in Fingerprinting" Training Course
Volunteering And Leadership
Galilee Community Development Corporation, 01/16, Present, Program Support/Deputy Director, Suitland, MD, Provides logistical & administrative program support, Grant writing, research and data analysis
Timeline
Customer Service Representative Manager/Admin. Support
Maryland-National Capital Park & Planning Commission
05.2023 - Current
Customer Service Representative
Maryland-National Capital Park and Planning Commission
05.2022 - Current
Volunteer/Program Support Assistant/Deputy Director
Galilee Community Development Corporation
01.2016 - Current
General Practitioner/Special Prosecutor
Law Office of James E. Harvin
01.1997 - 12.2006
Staff Attorney
CIGNA Insurance Company
01.1989 - 12.1997
Assistant District Attorney
Allegheny County District Attorney Office
01.1985 - 12.1989
Juris Doctor Degree -
University of Pittsburgh School of Law
BA - English
Lincoln University
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