Cheryl Waiters
Upper Marlboro,MD
Summary
Dynamic professional with proven strengths in customer advocacy, conflict resolution, and case management. Committed to enhancing team performance and driving high customer satisfaction through effective problem-solving and collaboration.
Overview
21
21
years of professional experience
Work History
Ombudsman
Prince George's County Government
9187 Central Avenue, MD
01.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assessed customer needs quickly during interactions.
- Collaborated with team members to meet project objectives and deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Updated and maintained databases with current information.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Contributed to team environments that increased overall workplace productivity.
Supervisor
Maryland State Government
Temple Hills, Maryland
02.2010 - 12.2016
- Directed and supervised team of 7 employees in daily operations.
- Trained new employees on company policies and procedures.
- Coordinated team meetings to align on project updates and proactively address concerns, fostering effective communication.
- Developed reports on departmental activities for senior management review.
- Facilitated conflict resolution among team members to maintain a positive work environment.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity, providing constructive feedback and coaching to support individual development and team goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Recruited and hired staff to build a skilled team.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
Team Lead
Maryland State Government
Temple Hills, Maryland
03.2005 - 02.2010
- Reviewed child support cases for accuracy and compliance with regulations.
- Prepared legal documents for court proceedings related to child support enforcement.
- Collaborated with legal teams to ensure timely case resolutions and hearings, enhancing overall case management.
- Negotiated settlements between custodial and non-custodial parents, promoting fair outcomes and compliance with child support obligations.
- Educated parents about their rights and responsibilities regarding child support orders.
- Trained new staff on policies, procedures, and best practices in child support enforcement.
- Attended court hearings related to enforcement actions taken against delinquent payers of child support obligations.
- Conducted interviews to gather information from custodial and non-custodial parents.
- Identified sources of income for delinquent payers through asset searches.
- Assisted in the preparation of evidence for court hearings related to enforcement actions.
- Analyzed legal documents to ensure accuracy of child support orders.
- Interfaced with local court system, attending court proceedings and working directly with attorneys.
Education
Bachelor of Arts - Criminology
University of Maryland
College Park, MD05-1985
Skills
- Case management
- Regulatory compliance
- Advocacy strategy
- Customer advocacy
- Conflict resolution
- Team leadership
Timeline
Ombudsman
Prince George's County Government
01.2024 - Current
Supervisor
Maryland State Government
02.2010 - 12.2016
Team Lead
Maryland State Government
03.2005 - 02.2010
Bachelor of Arts - Criminology
University of Maryland