Carmen Abbas
Owings Mills,MD
Overview
12
12
years of professional experience
Work History
Project Management Assistant
Social Security Adminstration
09.2019 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered a constant flow of customer calls with minimal wait times.
- Offered customer advice and assistance, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Provided customer needs with claims through social security to inform if need to escalate to appeals council or federal court. Responsiblensible for answering questions about benefits.Resolvedesolved and investigated social security questions about medicare.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, and handle time and productivity.
- Responded proactively and positively to rapid change.
Office Assistant to Director
Baltimore County Government
02.2017 - 01.2019
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Trained and mentored new employees on industry practices and business operations.
- Worked with team leaders to arrange schedules based on production requirements and available resources.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
- Assisted senior leadership in managing all aspects of operations.
- Assisted in the preparation of County Legislation.
- Scheduled, attended, and wrote the minutes for meetings and hearings.
- Prepared and tracked System Access requests and timekeeping functions for the agency.
- Assisted in preparing the agency's budget by providing supporting documentation, budgetary data, budget by providing supporting documentation and budgetary data and records.
- responsible for conducting research interviews for quarterly County newsletters.
- Prepared, rewrote and edited pieces for Baltimore County's R.S.V.P. newsletter to improve readability and impact.
- Interviewed sources and developed relationships with informants to obtain vital information for stories.
Banking Center Manager
Bank Of America
06.2010 - 01.2012
- Recruited and hired talent for operations and service delivery and managed branch offices by mentoring and cross-training new leadership as part of succession planning.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Prepared, sorted, and distributed reports to appropriate branches.
- Complied with established internal controls and policies.
- Performed routine closings, maintained clean, accurate, and accessible records, and monitored transaction updates throughout each quarter.
- Established and enforced internal controls, workflows, and policies for tracking, reconciling, and reporting on accounting activities.
- Recruited, interviewed, hired, and trained 10 employees and implemented a mentoring program to promote positive feedback and engagement.
- Performed banking, business administration, and financial tasks to guarantee five-star service for clients.
- Developed strategic plans for day-to-day financial operations.
- Identified improvement changes regarding key processes for internal controls and accounting procedures.
- Ensured completion of regulatory compliance and training specific to sales and service responsibilities for branch staff.
- Analyzed market trends to devise strategic growth plans, capitalizing on emerging opportunities within the local community.
Education
Associate of Arts - Human Resources Management
Strayer University
Baltimore, MDBachelor of Science - Communication Studies
Towson University
Baltimore, MD05.2024
Skills
- Report Preparation
- Retail Sales Customer Service
- Customer Relations
- Microsoft PowerPoint
- Business Development Understanding
- Microsoft Excel
- Microsoft Word
- Travel Planning
- Administrative Support
- Customer Relationship Management
- Conflict Mediation
- Project Management Abilities
- Microsoft Outlook
- Regulatory Compliance
- Training Programs
- Employee Evaluation
- Employee Onboarding
Timeline
Project Management Assistant
Social Security Adminstration
09.2019 - 03.2022
Office Assistant to Director
Baltimore County Government
02.2017 - 01.2019
Banking Center Manager
Bank Of America
06.2010 - 01.2012
Associate of Arts - Human Resources Management
Strayer University
Bachelor of Science - Communication Studies
Towson University
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