Christopher Robertson

• During shifts, supervise a $4,000,000 Crabtree Valley hotel in Raleigh, NC. *** Communicate effectively with the public, in person and by telephone, to answer inquiries and coordinate reservations for individuals and groups. *** Use problem-solving skills to address guests’ concerns promptly. *** Operate front desk proprietary and Microsoft Office software, process payments, and prepare audit (daily reconciliation) reports. *** Train and facilitate the success of new employees. *** Monitor supplies and identify necessary facility repairs.

Worked in hospital, nursing facility, assisted living, community, and county government settings. ***

Information and Assistance Hotline: About 40% of each week was dedicated to staffing the hotline, during which we resolved community concerns. Many calls involved questions regarding federal and state government programs, including Medicaid and Medicare, as well as local resources. Other calls pertained to protective service referrals. Many hotline calls required detailed questioning, internal and external research, prompt replies, and accurate documentation. Collaborated with social service agencies, hospitals, clinics and community organizations. *** Counseling and Assessment: Communicated professionally with clients with disabilities, and their families, to determine eligibility for federal and state assistance programs and to help them with forms and procedures. Conducted interviews to assess clients' abilities, resources, and needs. Once clients were enrolled, monitored their services and made adjustments as appropriate. As applicants were often confused and stressed, calmly discussed their options in an effort to resolve their concerns. *** Data Management: To process applications, confidentially gathered and accurately recorded extensive information from telephone and in-person interviews.

Worked in hospital, nursing facility, assisted living, community, and county government settings. ***

Information and Assistance Hotline: About 40% of each week was dedicated to staffing the hotline, during which we resolved community concerns. Many calls involved questions regarding federal and state government programs, including Medicaid and Medicare, as well as local resources. Other calls pertained to protective service referrals. Many hotline calls required detailed questioning, internal and external research, prompt replies, and accurate documentation. Collaborated with social service agencies, hospitals, clinics and community organizations. *** Counseling and Assessment: Communicated professionally with clients with disabilities, and their families, to determine eligibility for federal and state assistance programs and to help them with forms and procedures. Conducted interviews to assess clients' abilities, resources, and needs. Once clients were enrolled, monitored their services and made adjustments as appropriate. As applicants were often confused and stressed, calmly discussed their options in an effort to resolve their concerns. *** Data Management: To process applications, confidentially gathered and accurately recorded extensive information from telephone and in-person interviews.

Assessed students' academic records. Referencing articulation agreements, transfer credit policies, and prior course research, determined whether courses completed at other institutions were acceptable for credit at UMGC and, if so, where the credit would fit into students' programs of study. Decisions impacted articulation reviews, special credit awards, graduation clearances, and advice to students regarding the coursework needed to complete degree requirements. *** Reviewed a high volume of transcripts, from a wide variety of institutions, with speed and accuracy. Also assisted with recruitment and retention efforts. (Serving more than 60,000 students, UMGC is one of the world's largest distance learning universities. It is a member of the University System of Maryland and is accredited by the Middle States Commission on Higher Education.)