Mrs. Metro has over 15 years of experience in education, customer service, and business management roles. She has a Master's degree in Education and is proficient in technology and innovative teaching strategies. Her experience includes coaching her children, volunteering as an academic advisor, and developing training programs. She is skilled in areas such as project management, team building, and budgeting.

1. MELISSA METRO
807 Red Fox Run, Towson, MD 21286 ◆ C: 301-642-7599 ◆ mel_metro@hotmail.com
PROFESSIONAL SUMMARY
Mrs. Metro is tech-savvy and dedicated to helping students achieve the best education with a strong work
ethic and a commitment to excellence. She effectively uses cutting-edge learning technology and strategies.
Always looking for the best solution, Mrs. Metro is innovative and focused.
Over the past 4 years, Mrs. Metro has coached her two older children teaching them important life skills and
shaping the initial of their formative years. She has facilitated advising for optimization of academic goals on a
volunteer basis. Prior to that she published training materials, performed internal training, solicited subject
matter expert knowledge and synthesized across multiple information sources. All of these examples
demonstrate that Mrs. Metro has strong listening skills and can judge the most effective interventions on
behalf of stakeholders.
During the first 5 years of work experience, she learned and exercised valuable skills in leadership, customer
service, and marketing as evidenced below.
Proficient in Microsoft Office, Excel, and
PowerPoint
Prioritizing and multi-tasking
Project planning
Project management
Team building
Filing and data archiving
Staff training/development
Trained in performance and wage reviews
Inventory control and record keeping
Budgeting and cost control
SKILLS
Self-motivated
Organized and detailed
Personable and approachable
Culturally-sensitive
Critical thinking
Mediation capability
Strong client relations
Exceptional communication skills
Conflict resolution
Service-oriented
Natural leader
Adaptability and responsiveness
Training Specialist I, 2009 to 2010
WORK HISTORY
Special Operations Technology, Inc. – Annapolis Junction, MD
Developed training programs, including new hire orientation, internal training, etc.
Taught training classes for a range of class sizes; 5- 40 employees
Arranged for Project Specialist teachers to come in for presentations
Organized external training opportunities
Created quarterly company newsletters, daily bulletin, standardized documents, and publication
documents
Maintained training files for each company employee
Shift Lead, 2008 to 2009
Brinker International Restaurants (Chili's) – Timonium, MD
Consistently provided professional, friendly and engaging service.
Developed and maintained positive working relationships with others to reach business goals.
Demonstrated genuine hospitality while greeting and establishing rapport with guests.
Inventoried and restocked items throughout day.

2. Proactively prepared for large parties and reservations, anticipating planning and staffing needs.
Verified cash drawer against the day's receipts.
Continually monitored dining rooms for seating availability, service, safety and well-being of guests.
Effectively listened to, understood and clarified guest concerns and issues.
Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved
parties.
Promoted a positive atmosphere and went above and beyond to guarantee each customer received
exceptional food and service.
Organized special events in the restaurant, including receptions, promotions and corporate luncheons.
Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute
menu changes.
Front Desk Staff, 2007 to 2008
Hampton Inn and Suites – Timonium, MD
Greeted, registered and assigned rooms to guests of hotels or motels.
Made and confirmed reservations.
Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette.
Posted charges for rooms, food, liquor, or telephone calls, to ledgers manually or by using computers.
Computed bills, collected payments and made change for guests.
Recommended top dining and entertainment options for guests.
Greeted and registered guests and issued keys.
Reviewed account information and charges with guests during check-out.
Resolved service-related problems in a timely manner.
Solicited feedback through questionnaires to evaluate levels of guest satisfaction.
Updated team members about changes in hotel products, services, pricing and policies.
Delivered messages, mail and packages left for guests and hotel facilities in a timely manner.
Accepted accountability for all assigned building keys, master keys and access cards.
Asistant Manager, 2005 to 2006
Books-a-Million – Laurel, MD
Prepared program operating budgets, budget reports and other financial performance reports.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Implemented innovative programs to increase employee loyalty and reduce turnover.
Developed and rolled out new policies.
Hired and trained 20 staff.
Created new revenue streams through a revamping of store layout and community interest groups.
Store Manager, 2004 to 2006
Hickory Farms – Various
Implemented innovative programs to increase employee loyalty and reduce turnover.
Developed and rolled out new policies.
Exceeded company sales objectives.
Hired and trained 20+ staff.
Trained, coached and mentored staff to ensure smooth adoption of new program.
Customer Service , 2002 to 2004
Walmart, Inc. – Pelham, AL
Earned management trust by serving as key holder, responsibly opening and closing store.
Politely assisted customers in person and via telephone.
Communicated with vendors regarding back order availability, future inventory and special orders.

3. Provided an elevated customer experience to generate a loyal clientèle.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Answered product questions with up-to-date knowledge of sales and store promotions.
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing
and shipping problems.
Developed reputation as an efficient service provider with high levels of accuracy.
Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Served as the main liaison between customers, management and sales team.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and
efficiently.
EDUCATION
Master of Education: Curriculum and Instruction, July 2015
Concordia University - Portland, Oregon
Minor as Reading Specialist
Bachelor of Science: University Studies, 2011
Brigham Young University-Idaho - Rexburg, ID
Minor in Family Studies, Psychology, and English
VOLUNTEER EXPERIENCE
Baltimore Family History Workshop, 2004 to Present
Assist in coordinating the workshop
Implement teacher registration
Field questions, give directions
Have constructed and instructed classes