SUMMARY:

Versatile and dependable human services professional with 8+ years of top performing office and administrative support. Empathic and diversity sensitive with 9+ years of proven track record of efficient and recognizable work in social services. Looking to leverage expertise, unique personality, and creativity to provide support day to day operations.

SKILL:

• Microsoft Office/Word Processor
• WPM 40
• Inventory Control/ Records Management
• Records Databases & Software
• Detailed Oriented/Time Management
• Quality Assurance/Control
• Planning & Organization
• Analysis & Assessment
• Customer Service/Teamwork
• Advocacy & Empathy
• Problem Solving & Decision Making

PROFESSIONAL EXPERIENCE:

CUSTOMER SERVICE REPRESENTATIVE

Confidential, Manassas, VA

Responsibilities:

• Assessed identification of over 50 students prior to administration of exams. Provided instructions and policies.
• Successfully screen exams and related materials. Enhanced the quality of success by 15%.

Escorter

Confidential, Washington, DC

Responsibilities:

• Provided customer service, greeted and escorted customers to the GAO’s credit union.
• Monitored the safety and security of each customer.

Junior Clerk

Confidential, Washington, DC

Responsibilities:

• Answered phone lines, greeted guest, students, and staff, collected and distributed incoming/outgoing mail.
• Increased satisfaction by 10%, providing excellent front desk customer service. Completed special projects.

Greeter

Confidential, Washington, DC

Responsibilities:

• Welcomed over 1000 guest to a convention, through friendly
• Greeted and escorted guest to their designated locations.

SKILLS SPECIALIST

Confidential, Washington, DC

Responsibilities:

• Coordinated objectives to plan, explore, access and maintain supports desired by the consumer.
• Advocated on behalf of and assist consumers to advocate on their own behalf in team meetings.
• Adhered to, supported, and implemented company and program policies, procedures, and guidelines.
• Meet weekly with Clinical and Program Director regarding services. Enhanced consumers’ quality of life by 50%.

CRISIS COUNSELOR

Confidential, Hyattsville, MD

Responsibilities:

• Build genuine relationships with consumers, staff, and supports. Facilitated over 10 crisis group interventions.
• Advocated on behalf of and assist consumers to advocate on their own behalf in team meetings. Followed up.
• Improved record keeping system by 10%. Ran special errands, received and logged in medication deliveries.
• Maintained front desk phone lines, logs, and activities. Kept facility inventory, filed, and multi - tasked.

COORDINATOR OF COMMUNITY SERVICES

Confidential, Lanham, MD

Responsibilities:

• Maximized clients’ participation in goal process by 75% promoting opportunities to lead their team meetings.
• Coordinated local and state services to plan, explore, access, and maintain supports desired by the individual.
• Ensured development of an appropriate Individual Plan, accordance with COMARS, HIPAA, and agency policy.
• Negotiated conflicts within the team.
• Follow up with client services.
• Ensured database implementation.

SUPPORT PLANNER

Confidential, Hanover, MD

Responsibilities:

• Increased individual performance and improved overall percentage of targeted goals for case load.
• Developed and implement yearly service plans tailored specifically to each client’s goals; followed up.
• Maximized yearly budget allotted per client. Researched resources for implementation of Medicaid services.
• Input daily reports using a database. Managed multiple tasks in flexible manner to enhance services.

PROGRAM SUPERVISOR

Confidential, Washington, DC

Responsibilities:

• Created and implemented person-centered weekly lesson plans and activity calendars for over 100 individuals.
• Planned and executed over 3 community outings per month, in coordination with goals and objectives.
• Decreased incident reports by 10% annually, through specialized safety and emergency plans.

RESIDENTIAL COUNSELOR

Confidential, Washington, DC

Responsibilities:

• Increased record success by developing new and revising old facility forms. Maintained office files.
• Facilitated orientations of over 10 staff in preparation for Child and Family Service Association review audits.
• Processed and dispersed important program correspondences, announcements, and invoices. Take minutes.
• Managed office supply inventory, performed data entry, and facilitated safety s for new residents.

Residential Counselor/Life Skills Assistant

Confidential

Responsibilities:

• Developed and facilitated highly successful life skills classes for over 50 residents.
• Built relationships with over 30 residents. Manually maintained residents’ documentation daily via HIPAA.
• Provided front desk coverage, multi-tasking while delivering excellent customer service to staff and guests.
• Performed daily home visits, apartment inspections. Organized transportation services for medical/daily needs.

RECEPTIONIS

Confidential, Largo, MD

Responsibilities:

• Decreased customer wait time for approval of completed beneficiary and health insurance forms by 20%.
• Prepared for Career Service s, Honor s, Recruitment and New Hire Orientation Programs.
• Improved HR team’s overall quality assurance score by providing excellent customer service to the public.
• Screened phone lines, office inventory, mailroom, sensitive materials, shredding; completed special projects.
• Managed 5 Clinical therapists’ calendars, scheduling meetings and appointments. Completing special projects.
• Increased patient satisfaction by 50% by providing excellent customer service and care. Established rapport.
• Prepared materials for upcoming seminars and workshops. Maintained order of library and user database.
• Supported the Records Management and Learning Centers, while maintaining office organization systems.

LEAD SWITCHBOARD OPERATOR

Confidential, Bowie, MD

Responsibilities:

• Supported the University’s organizational culture for standards and practices to all customers.
• Provided assistance to other switchboard operators during high volume periods.
• Handled all escalated calls concerning switchboard and transfers.
• Coordinated with Technicians to insure all orders for new and old lines of service are completed.

ADMINISTRATIVE ASSISTANT

Confidential, Washington, DC

Responsibilities:

• Prepared prospective student packages for shipping. Assisted in scanning and processing over 200 practice tests.
• Undertook daily administrative tasks to ensure the functionality and coordination of department’s activities.
• Worked with minimal direction in an energetic, fast-paced environment.
• Learned quickly and communicated effectively with an ambitious client base.