Sherma T.

Lawrie
7857 Burnside Road Hyattsville MD, 20785 * 240-528-1150 * shermalawrie377@gmail.com

Education:

University of the District of Columbia, Washington DC.

B.A. Sociology/ Anthropology - GPA of 3.58-Dec 2011
Honors: Deans List on Academic Merit/ Cum Laude
University of Maryland University College
Certificate in Policy and Management of Distance Education and E-learning- GPA of 3.5- May 2014
Candidate for Master of Distance Education and E-Learning (MDE)-Spring, 2016
Specialization in Distance Education Policy and Management

Experience:
UMUC-University of Maryland University College,

Largo, MD
Advanced Academic Advisor/Lead Team/Admissions Counselor- 03/25/13 to Present
* Advise students via telephone, e-mail, and face-to-face meetings; 80% of interactions with students over the telephone and by e-mail
* Respond to incoming e-mail and telephone calls
* Provide timely follow-up with students
* Accurately document and maintain student information in CRM system
*Familiar with DMS, Salesforce, Peoplesoft, Goldmine and other databases
* Conduct proactive outreach to students via telephone and e-mail with recruitment or lead team.
*Work with retention students and pilot teams
* Maintain and provide accurate information on academic progress, program requirements, policies, procedures and dates/deadlines
* Provide comprehensive, timely, and high quality service to all internal and external customers/students
* Ensure individual and unit goals are achieved on a daily basis
* Actively support the registration and retention efforts
* Perform other related duties as assigned
* Mentor new and current employees by providing staff training, shadowing and empowerment
*Cross-trained to work with students also on the graduate level

CTI-Career Technical Institute, Washington, DC

Admissions Advisor- 11/10/12 to 03/15/13
*Build rapport and interact effectively with students and employees with students and employees at all levels
*Demonstrate poise, tact and diplomacy and following up regularly with student until start of classes.
*Executes high volume of outbound telephone calls and receive inbound calls from prospects.
*Obtains student referrals and maintains personally-developed leads.
*Ensure prospect commitment and post-closes prospect interviews and reviews information.
*Follow up on leads and set appointments.
*Complete interview process with each prospect.
*Discover prospect leads and overcome objections.
*Evaluate daily activities against standards and personal sales goals.
*Exhibit accountability, ownership, and commitment to excellence and support of the schools mission
*Keep abreast with curriculum objectives, requirements, content and training methodologies as well as school policies and procedures.

Club Quarters, Washington, DC

Guest Service Manager- 3/05/07 to 10/30/12
* Responsible for all aspects of operations at the Member Services Desk (Front Desk) of a business hotel.
* Respond to all guest concerns by analyzing the situation, reacting accordingly, making appropriate decisions and communicating
with other department heads as needed.
* Proficient in the use of Property Management System; can easily analyze and resolve errors in PMS operation.
* Manage 5-6 Guest Service Representatives, submit biweekly payroll and schedule staff according to hotel occupancy.
* Conduct Interviews, hire and train staff according to hotel policy and procedure
* Balance room inventories, insure revenue collection, and prepare marketing materials as needed
* Plan and executive arrangements for VIP, special attention and long term, contracted guests.
*Manage Staff and meet company goals while focusing on incentives and coaching.
* Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency
* Familiar with all aspects of daily business operations, including human resources issues, OSCHA compliance, payroll and varied
administrative functions.

Bank of America, Washington, DC

Bank Teller/ (TOSS) Teller Operations Supervisor - 03/05/06 to 03/01/07
*Monitoring the daily procedure of the bank and also supervising 3-4 fulltime bank tellers. Verifies cash when overages and shortages
occur; assist tellers with balancing problems exist by using knowledge of common errors.
*Signing off on checks for the other tellers and answering questions and resolving difficult and or complex problems presented by
tellers or other staff.
* Replacing the cash in the ATM and adherence to university policies and procedures concerning teller functions.
*Examines tellers reports of daily transactions for accuracy.

* Responsibilities include but not limited to counting, receiving and distributing money and executing financial transactions.
*Performs duties such as mail in cashier duties, check distribution or other duties to facilitate workflow as required and to
communicate effectively.
*Extensive Customer Service and Client relationship experience; as well as effective communicative skills.

Kohls, La Plata, Maryland

Cashier - 01/10/06 to 03/01/06
*Ensure that each customer receives outstanding service by providing a friendly environment, which includes greeting and
acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other aspects of customer
service.
*Maintain an awareness of all promotions and advertisements.
*Accurately and efficiently ring on registers and accurately maintain all cash and media at the registers.
*Communicate customer requests to management.
*Enter all media from register into the tally program.
*Maintain orderly appearance of register area and supplies stocked.
*Ability to process information/merchandise through register system and write to accurately complete all documentation.
*Any other tasks as assigned from time to time by any manager.

Skills:
*Management and supervisory practices, principles and problem solving..
* Expertise using all Microsoft programs, including Outlook, Word, Excel and Power Point
*Skilled at managing multiple, confidential projects simultaneously and managing work pressures as well as attention to detail.
*Team player, enjoy working with a wide range of personalities and establishes rapport with clients from diverse socio-economic
backgrounds.