Kevin Verrett
Odenton
Summary
Detail-oriented Administrative and Operations Specialist with a strong background in supporting government and utility programs. Expertise in data management, process improvement, and regulatory compliance. Proven ability to coordinate cross-functional teams, uphold confidentiality, and provide outstanding service to stakeholders.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Maryland Department of Transportation
Baltimore
07.2024 - Current
- Delivered exceptional customer service in fast-paced call center, enhancing customer experience.
- Resolved customer complaints and inquiries with courtesy and efficiency, ensuring customer satisfaction.
- Assisted customers with their reservations by providing accurate information and helpful advice in a timely manner.
- Answered phones to assist customers in making, altering, or canceling reservations.
- Applied problem-solving techniques to deliver effective solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Updated customer records with current contact information, preferences, and special requests.
- Updated and maintained database with accurate customer information and timely data entry.
Collection System Analyst
WASHINGTON SUBURBAN SANITARY COMMISSION
Laurel
11.2020 - 10.2023
- Analyzed operational data using GIS and MMIS to streamline maintenance scheduling and response times.
- Investigated sanitary system issues and coordinated follow-up actions, maintaining comprehensive records and documentation for accountability.
- Prepared technical reports and collaborated with internal divisions to resolve service and compliance matters.
- Administered preventive maintenance programs and system updates to ensure compliance with regulatory standards.
Emergency Service Center Adviser
WASHINGTON SUBURBAN SANITARY COMMISSION
Laurel
08.2006 - 10.2020
- Resolved complex customer inquiries, ensuring accurate data entry in MMIS and related systems to support service integrity.
- Coordinated service communications and field response across multiple departments to enhance operational effectiveness.
- Enhanced communication workflows by standardizing reporting and escalation procedures.
- Monitored and reported environmental events to uphold compliance with state and federal guidelines.
Senior Service Consultant
ASSOCIATION FOR SUPERVISION AND CURRICULUM DEVELOPMENT
Alexandria
06.2001 - 03.2006
- Provided high-quality administrative support in fast-paced, service-oriented environment, enhancing overall service delivery.
- Processed and reconciled transactions to ensure data accuracy while delivering exceptional customer service.
- Managed memberships, registrations, and conference logistics to support educators and educational partners effectively.
Education
Bachelor of Science - Business Management
Southern New Hampshire University
Manchester, NH01-2017
Skills
- Customer service and issue resolution
- Administrative and operational support
- Cross-departmental communication
- Data and report analysis
- Records and data management
- Interdepartmental communication
- Process improvement
- Compliance and reporting
- Microsoft Office Suite
- GIS
- MMIS
- PPIS
- CSIS
- C2M
- MWM
- IMIS
- Data analysis
- Preventive maintenance oversight
Timeline
Customer Service Representative
Maryland Department of Transportation
07.2024 - Current
Collection System Analyst
WASHINGTON SUBURBAN SANITARY COMMISSION
11.2020 - 10.2023
Emergency Service Center Adviser
WASHINGTON SUBURBAN SANITARY COMMISSION
08.2006 - 10.2020
Senior Service Consultant
ASSOCIATION FOR SUPERVISION AND CURRICULUM DEVELOPMENT
06.2001 - 03.2006
Bachelor of Science - Business Management
Southern New Hampshire University