Objective: To obtain full time employment in a front desk receptionist, registrar, administrative, clerical, customer service or Intake Coordinator,(Disabilities)Employment Coordinator, Vocational Services Advisor, Job Coach,Client Service Support , Advisor, Case Manager, Shift Management and or Shelter Manager.

Synopsis:The most valuable skill I bring to employers (and the quality I’m most proud of) is my ability to relate and effectively communicate with individuals from all walks of life and my overall love for customer service excellence. This is what drives my talent for customer service and my expertise in helping individuals locate needed resources.

• Significant experience working with under-resourced populations and a deep passion for helping individuals overcome obstacles related to securing employment, finding housing, improving income and enhancing career and life skills.

• Seasoned advisor and case manager with eight years of experience in vocational services for youth, adults and those with disabilities; have managed caseloads of up to 40 individuals at a time.

• Highly committed to providing excellence in customer service, improving operational efficiency and facilitating exceptional experiences for clients, customers and internal teams.

• Strong speaker and team leader with seven years of management experience guiding groups of 5 to 25 people.

• Personal Project: Creating a platform to showcase the successes of Baltimore’s minority community members who have beaten the odds.

EXPERIENCE

Customer Service Agent

Roto-Rooter

• Answer incoming calls from customers experiencing plumbing issues.
• Schedule requested and standard appointment's via incoming calls and computer program provided.
• Record customer requests,inquiries andpositive feed back.
• Troubleshooting,call objectives and follow up emails performed and created.
• Exhibit empathy, concern and positivity during customer interaction.

Case Manager of Independent Living (HMIS CoC)

Community Assistance Network (April 2017- (present)

• Facilitate, monitor,advocate and problem solve

• Care coordination

• Admit new clients into HMIS

• Maintain client information and files, case notes and rent portions

• Monitors clients attendance and behaviors

• Coordinate discharges and transitions

• Data Entry into HMIS. Titled “Power User”

• answer phones, copy, email, fax and hand deliver court documents to surrounding court buildings.

• Handle client inquiries/ continued data entry of client information.

• Sort and distribute mail

• Schedule meetings and conduct client intake process

Program Manager Administrative Assistant

Community Assistance Network (October 2015- December 2017)

• Communicate and follow up with vendors, clients, employees and management

• Generate invoices based on services rendered by vendors

• Visit shelter and project sites in response to client or Project Managers concerns.

• Scan and archive information in data system

• Answer phones, fax, email, Internet searching, editing documents, recording minutes, filing, create Powerpoint presentations and conducting reference verifications for potential employees and daily data entry and retrieval  of client information as requested.

Administrative Assistant & Front Desk Receptionist

Health Care for the Homeless: Baltimore, MD (Sept 2013 to Jan 2015)

• Created a warm and welcoming presence for client and visitors.

• Anticipated and decreased client anxieties through exceptional customer service and maintenance of the client reception area.

• Assisted clients in distress and responded to emergency situations.

• Optimized office inventory system, equipment service schedule and equipment repairs.  

• Improved the flow and delivery of services and resolved scheduling related challenges, maximizing client satisfaction, provider time and office utilization.

• Managed client records and accounts, as well as client and staff requests and referral inquiries.

• Recommended operational improvements and executed agreed to changes.

• Managed income related tasks, including qualification of service verification.

• Data Entry, copying, faxing, emailing, minutes, phone operation, filing, court document delivery and handling and meeting scheduling.

Job Coach/Vocational Services Advisor & Instructor

The League for People with Disabilities: Baltimore, MD (Feb 2010 to Oct 2014)

• Assessed the strengths and needs of individuals entering the program and provided classroom instruction in preparation for workforce entry.

• Facilitated community integration.

• Developed career assessment plans.

• Lead case management meetings and reported month-to-month client progress.

• Researched and contacted employers for potential client placement.

• Educated clients on proper interview techniques and etiquette.

• Data Entry

Non-Residential Advisor, Instructor & Vocational Advisor

Woodstock Job Corps: Woodstock, MD (Feb 2005 to Oct 2009)

• Assisted students with employment selection and provided ongoing professional support to help student overcome educational, financial, home-related and personal challenges.

• Provided complete case management, including assessment, career training, life skills instruction, transportation and one-on-one counseling.

• Documented and reported client progress and helped students address deficiencies.

• Data Entry and retrieval

EDUCATION

Western High School Diploma in Advance Business June 1995

SPECIAL KNOWLEDGE: Community Outreach, Graphic Design, Editing, Speaking, Teaching

TECHNOLOGY: Excel, Access, Word, Citrix, CSS, Microsoft Office