Cheryl Robbins

· Utilized strong coaching skills to motivate and lead teams, enhancing productivity.

· Demonstrated effective communication, both written and oral, facilitating seamless operations.

· Leveraged advanced computer skills, adept at various business software, including Microsoft Office suite.

· Ensured accuracy in data management and met deadlines consistently through detail-oriented work.

· Applied customer service expertise to resolve conflicts and maintain client satisfaction.

· Proficiently used productivity software and collaboration tools to streamline operations.

· Managed multiple projects concurrently, showcasing organizational prowess and meeting deadlines.

· Applied basic math skills to support operational decision-making.

• State social service benefit program proficiency
• Program operations, technologies, systems, and processes familiarity
• Quality assurance and training program implementation
• Strategic planning and initiative execution

• Conducted secondary review of outgoing emails, offering essential feedback for enhancement, ensuring effective communication with DHS case workers.
• Guaranteed accuracy and adherence to standards for forms constructed by agents, ensuring optimal client dispatch procedures.
• Demonstrated advanced proficiency in Office 365 and various computer applications, streamlining office operations and enhancing productivity.
• Successfully managed diverse projects, meeting stringent deadlines through exceptional organizational abilities.
• Cultivated strong interpersonal skills, fostering rapid rapport-building with staff and customers, optimizing client service.
• Coached and informed staff on policies and available resources, enhancing overall client service effectiveness.
• Effectively managed escalated client calls, deescalating situations, and providing comprehensive assistance.
• Oversaw energy assistance program refund requests, ensuring agents were updated with vital daily information, including "Board Information" Emails.
• Provided ongoing guidance and addressed inquiries for Call Center Staff, maintaining approachable and supportive environment.
• Contributed to establishment of new temporary office, overseeing training for 20+ new agents and mentoring team for successful onboarding.

• Managed high call volumes, deftly handling escalated calls and safeguarding sensitive client information like Social Security details and income verification.
• Navigated multiple systems concurrently, serving as a vital link between clients and Department of Human Services, providing prompt and accurate information.
• Efficiently handled data entry across diverse systems, ensuring seamless information flow and accuracy.
• Acting Supervisor during managerial absences, overseeing call floor operations and managing Energy Assistance Program, showcasing strong organizational skills to meet deadlines effectively.
• Recognized as Employee of the Quarter in for1st Quarter of 2017 for exceptional performance.
• Conducted comprehensive training sessions and created educational presentations, educating colleagues on updating client addresses in DHS systems and utilizing DHS DOS-based programs for new or temporary agents.

Skills:

• Strong analytical skills, with the initiative to solve problems effectively.
• Proficient in clear and concise spoken and written English.

• Handle both Emergency and Non-Emergency calls, dispatching fire, EMS, and law enforcement units promptly.
• Manage high-stress scenarios, including natural disasters, searches, shootings, and high-speed pursuits, with a composed and methodical approach.
• Create, organize, and maintain files, case notes, and electronic databases for incident reports.
• Monitor facility using CCTV while concurrently performing dispatch duties.
• Assess emergency situations from distressed callers, gather vital information, and prioritize dispatch for appropriate services.
• Maintain composure and provide reassurance to callers, offering guidance until help arrives.
• Record precise details of each call, including emergency nature, location, and actions taken.
• Coordinate communication between responders and callers, ensuring ongoing support and updates.
• Monitor ongoing emergencies, ensuring efficient allocation and deployment of resources.
• Operate communication systems and dispatch software for effective emergency response.
• Collaborate with law enforcement, fire, and medical personnel for coordinated emergency responses.