Mary Blackburn
Southern Pines
Summary
Bachelor’s degree and post-graduation work experience in federal service as a GS employee. Tricare beneficiary familiar with the military health system. Experienced at maintaining a high standard of customer service in high volume, fast paced operations, and in resolving communication issues as needed. Adept at entering, retrieving, and modifying data across various software systems, including filing reports, making reservations within various software systems, (transferable skills that prove the ability to schedule medical appointments in a clinical setting). Ten years’ experience communicating professionally and efficiently with guests, customers, visitors, and vendors in person, by phone, and electronically. Able to work independently and accomplish tasks with minimal supervision. Extensive customer service skills and years of work experience, including Chick-fil-A, the National Park Service, and the Federal Postal Service.
Overview
12
12
years of professional experience
Work History
Recreation Fee Technician
National Park Service
Gulf Breeze
12.2024 - 05.2025
- Worked at an entrance station, campground office, and other visitor contact stations.
- Answered visitor questions and explained the area's recreational opportunities, interpretive services, concession operated facilities and services, campground availability, hiking trails, etc.
- Performed campground operations, worked in the campground and operated reservation system (Rec.gov).
- Assisted with lost and found reports.
- Assisted with training new staff and supervising volunteers.
- Interacted with visitors and disseminated information at entrance station and throughout campground. Completed campground compliance checks.
- Processed arrivals and departures for reservations.
- Operated an electronic Point of Sale (POS) system to conduct financial transactions.
- Performed opening and closing functions; issued entrance receipts, park passes, etc.
- Performed light maintenance of the campground (i.e. picking up trash, cleaning firepits, etc) and reported any maintenance or other issues.
City Carrier Assistant
Post Office
Colorado Springs
07.2022 - 07.2023
- Became certified on and operated federal vehicles.
- Memorized and covered multiple routes.
- Prepared, separated, and organized incoming mail for delivery.
- Delivered and collected mail along a prescribed route, on foot and by vehicle, on a regular schedule, and picked up mail from community relay boxes.
- Trained and supported other carriers.
Recreation Fee Technician
National Park Service
Luray
04.2021 - 10.2021
- Scheduled, canceled, re-scheduled visitor stays.
- Served as initial point of contact for visitors and guests including taking calls, tracking, reviewing, andresponding to messages; resolving complaints or questions with the park electronic system and in person.
- Entered no-show information and monitored reservation/appointments from multiple electronic sources.Verified and updated demographics and registration information for visitor’s check-in.
- Resolved stressful situations daily; received and appropriately handled complaints.
- Provided information regarding the park policies, procedures, and locations to customers, visitors, staff, etc.
- Served as the "face" of the organization by greeting customers and visitors an acting as the initial point ofcontact.
- Answered phones, greeting visitors, relaying messages to appropriate staff, scheduling overnight stays,(including interpreting, and verifying reservation appointments in accordance with national park schedulingguidelines).
- Monitored and communicated delays in scheduled events to the appropriate staff and guests.
- Operated entry kiosk at National Park visitor entrance, collecting and accounting for fees; made reservationsand scheduled overnight stays; verified receipts and passes; issued annual park passes; followed established accountability guidelines for handling government funds; operated computerized cash register; performed opening and closing shift functions.
- Distributed printed park materials; handled visitor questions; informed guests of safety hazards.
- Interacted with park visitors at entrance station, campground, visitor center, interpretive stations, andconcession operated facilities.
- Conducted visitor management such as traffic control, lost item assistance, campground registration andregulation enforcement.
- Conducted special event set-up/take-down.
- Skilled in customer service with the ability to identify customer concerns and refer to the appropriate staff,
Customer Service Representative
The Fudge Factory
Dahlonega
09.2018 - 05.2019
- Performed opening and closing procedures, arranged displays, maintained food safety practices, and ensured a safe working environment.
- Monitored and communicated delays in scheduled events to the appropriate staff and guests.
- Served as front line representative in a town where tourism is the number one consumer product.
- Educated the consumer on preparation of a wide range of products.
- Operated point of sale registers, handled money, maintained inventory logs, sold products, and issued
Shift Leader
Chick-fil-A
Hopkinsville
07.2013 - 04.2017
- Completed request forms, manually or automated, for individual customer orders (catering), and other requests.
- Maintained and monitored employee schedules for the organization by verifying staff arrived at the appropriate time for their scheduled shifts.
- Responded proactively to customer service issues; Investigated and resolved customer incidents, documenting when necessary.
- Collected and accounted for register transactions and was accountable for store funds during shift; ensured all cash handling procedures were upheld.
- Ensured team members followed all standard operating procedures, maintained safe work habits, maintained safe food handling and sanitation procedures.
- Performed front of house duties related to opening and closing of shifts.
- Participate in huddles with other shift leaders and staff to determine the daily needs of the store.
Education
Bachelor of Science - Criminal Justice
University of Eastern Kentucky
Richmond, KY05-2021
Associate of Science - Criminal Justice
University of North Georgia
Dahlonega, GA12-2019
High School Diploma -
Heritage Christian Academy
Hopkinsville, KY05-2016
Timeline
Recreation Fee Technician
National Park Service
12.2024 - 05.2025
City Carrier Assistant
Post Office
07.2022 - 07.2023
Recreation Fee Technician
National Park Service
04.2021 - 10.2021
Customer Service Representative
The Fudge Factory
09.2018 - 05.2019
Shift Leader
Chick-fil-A
07.2013 - 04.2017
Bachelor of Science - Criminal Justice
University of Eastern Kentucky
Associate of Science - Criminal Justice
University of North Georgia
High School Diploma -
Heritage Christian Academy