LaMonte Nelson-Spears

Reviewed account activity, transactions, system-generated alerts, and customer information to identify potential fraud, identity concerns, and policy violations. Authenticated customers using verification procedures and documented findings and escalations in case-management and account systems.

Led customer-facing shift operations and coordinated personnel responses in a high-volume hospitality environment. Investigated and documented guest, employee, safety, and security concerns, trained officers on policy compliance and identification verification, and prepared reports for leadership and regulators while protecting confidential information.

Assisted clients, visitors, and employees while enforcing site procedures, responding to questions, investigating incidents, and documenting actions. Coordinated with management and law enforcement as required during urgent or emotionally charged situations.

Provided customer service, access assistance, incident response, and clear communication in controlled facilities. Followed site-specific policies, recorded activities accurately, and routed issues to the appropriate department or emergency resource.

Provided customer-facing technical support for Xerox multifunction systems, software, network connectivity, printing workflows, and end-user concerns. Investigated hardware/software/account/communication issues, documented service needs, coordinated with corporate IT around installations, and trained users on device operation and troubleshooting.

Responded to customer inquiries, assessed needs, recommended account-specific security solutions, and coordinated installation follow-up. Maintained customer relationships through timely communication and issue resolution, prepared contracts and paperwork, and trained new hires on products, procedures, communication, and documentation.

Directed multi-department customer service operations, including staffing, scheduling, complaint resolution, inventory, loss prevention, and operational compliance. Coached employees and resolved escalated customer concerns while managing performance across shrink and controllable expense goals for FY09.

Managed high-volume customer service and store operations, including staffing, scheduling, associate development, inventory/receiving, merchandising, and policy compliance. Led remodel and improvement projects involving 80–100 associates and contractors while stores remained open to customers and coordinated communication across stakeholders.

Managed a 15-employee service business with responsibility for client relations, complaint resolution, scheduling, recruiting, training, payroll, quality control, sales, and contract performance. Established service standards and generated more than $270,000 in first full-year revenue.

Supported customers and sales personnel and contributed to the company’s return to profitability. Developed a 25-hour product and service training program.

Conducted consultative customer interviews to design security solutions and explain service options. Maintained follow-up, performed above quota, and received multiple achievement awards including being ranked among the company’s Top 100 consultants nationwide in 1998.

Collected, analyzed, documented, and communicated sensitive information under strict procedural and security controls while holding Top Secret clearance. Prepared detailed reports and briefings for U.S. and allied leaders, managed multiple information sources and shifting priorities, and earned numerous awards and commendations.

Earned a Metrology & Quality Control Certificate through Accelerated Training in Defense Manufacturing (ATDM).

Completed the Google Data Analytics Professional Certificate, building skills in data analysis fundamentals and workflow.

Completed business administration coursework at the University of Maryland.

Completed Mitutoyo MCOSMOS training for C1 and C2.

Completed NIMS Inspector credential training and qualification.

Completed Xerox Network Analyst training in Webster, New York.

Completed Xerox Sales training in Leesburg, Virginia.

Completed OSHA 10 training covering workplace safety and health basics.

Earned a Lean Six Sigma Yellow Belt credential focused on process improvement methods.

Attended U.S. Army Intelligence School at Fort Huachuca, Arizona.