I am looking to get my start in government and with my background in Criminal Justice and National Security along with my experience working for Bank of America and servicing their client base with all aspects of their accounts I have the experience in providing professional quality customer care. By receiving wide variety of calls and dealing with the sometimes anonymous calls while following bank policies and maintaining the professionalism required to service the call in all aspects in may range in a timely and educated manner.

1. Nakoma Z. Connolly
1 Southeast Ct
Morgantown, WV 26505
Phone: 304-841-2417
Ms.nakomaconnolly@gmail.com
Professional Experience
Customer Service Representative
Teletech, Morgantown, WV
January 2017 to Current
• Utilized analytic thinking with regard to Bank of America’s customer services
• Defused volatile customer situations calmly and courteously
• Identified chronic customer issues by creating and maintaining detailed customer complaint log
• Addressed and resolved customer product complaints professionally
• Gathered and verified all required customer information for tracking purposes
• Referred unresolved customer grievances to designated departments for further investigation
• Mastery of customer service management systems and databases
• Accurately documented, researched and resolved customer related issues
• Acted professionally and patiently when addressing negative customer feedback
• Effectively managed a high-volume of inbound and outbound customer calls
• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
• Addressed ranking members within Bank of America’s corporate structure
Assistant Manager/Shift Supervisor
Subway, Fairmont, WV
June 2013 to January 2017
• Managerial position in charge of all employees, incidents, and overall restaurant well-being
• Recruiting and training all new employees
• Public relations experience
• Taking customer complaints and requests via telephone
• Received and delivered quality products to restaurant from supply warehouse in a timely manner
• Displayed enthusiasm and adhered to restaurant’s products and protocols
• Routinely supported other components of the restaurant including telecommunications and financial transactions
Staff Writer/Distributor
The Nolton: Letters of Thought and Opinion-Fairmont State University Publication, Fairmont, WV
August 2014 to January 2015
• Contributing to bi-weekly newsletter on politically driven events on the international and domestic level
• Ensured product was distributed in a timely manner for shared convenience for both students and faculty/administration
• Routinely utilized various forms media to bolster products and assessments, including social media, regional media, and official
communications
• Understood and adhered to content best practices and product specifications
Child Care Service Provider
Healthplex, Fairmont, WV
June 2011 to June 2013
• Provided for the overall well-being of all children in facility
• Assisted in the consumer productivity growth of the facility
• Assisted in the filing of membership records
• Accommodated for the care of special needs children
• Maintained a child-friendly environment with access to outdoor activities
• Maintained detailed and accurate records, including staff and child files on enrollments, attendance, health and safety, emergency
contact information and incident reports
Education
Fairmont State University, Fairmont, WV
August 2012-December 2016, Cum Laude
• B.A. in Criminal Justice with emphasis on Law Enforcement
• Minor in National Security and Intelligence studies
• Attended multiple lectures presented by senior-level members of the Intelligence Community

2. • Successfully completed Intelligence Research, Espionage and Counterintelligence, Cybercrime, Criminal Behaviors, Firearms,
and Criminal Law courses
• Two year member of Fairmont State University Model United Nations
• TS/SCI attainable
Skills/Training
• Experience with open source research, collection, production, and dissemination in products and working papers
• Knowledge of the US Justice System and Intelligence Community
• Proficient in AMA and Chicago styles
• Proficient in Microsoft platforms
• Able to work in a team oriented environment under strict deadlines
• Active listener
• Detail Oriented
References
• References are available upon request