Earl Cooper
Baltimore,Maryland
Summary
Retired Disable Veteran/Federal Employee seeking part-time Remote Call-Line employment during weekday morning hours. Possess extensive experience managing high-volume inbound and outbound calls with the public. Three years’ experience with working strictly remotely before retirement. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Office Automated Assistant
U.S. Equal Employment Opportunity Commission
Baltimore, MD
09.2017 - 05.2023
- Opened and prepare office for daily operations
- Guided potential charging parties through the filing process while working remotely
- Retrieved incoming and outgoing calls from the public and staff
- Processed questionnaires for investigators review
- Entered data into Integrated Management System data base
- Sorted and scanned daily mail deliveries from several mail carriers
- Recorded data and notes into data systems
- Created new charge forms and inquiry numbers for potential clients in data systems
- Uploaded documents from clients, supervisors and staff as needed
Office Automated Assistant Intern
U.S. Equal Employment Opportunity Commission
Baltimore, MD
11.2015 - 09.2017
- Opened and prepare office for daily operations
- Assisted potential charge parties with the intake process in filing a claim
- Conduced intake interviews
- Processed intake questionnaires for investigators review
- Entered data into Integrated Management System data base
- Excepted and log-in daily mail deliveries from several mail carriers
- Directed visitors to appropriate locations and departments
- Retrieved incoming calls
Career Coach/Temporary Assignment- On Assignment Healthcare Temp Agency
Johns Hopkins Health System
Baltimore, MD
01.2013 - 04.2013
- Provided career planning for ex-offenders seeking employment at Johns Hopkins Health System
- Interpreted assessments tools and evaluation instruments, such as the Barriers to Success Inventory, TABE, Career Scope, AVA
- Tracked participants progress in Efforts to Outcomes (ETO) Data System and Case Files
- Conducted workshops such as; Job Applications, How to Get Hired, Effective Job Search and Evaluating Job Openings and motivational workshops
Senior Career Development Facilitator
Mayor’s Office of Employment Development
Baltimore, MD
06.2008 - 05.2011
- Supervised three employees while Program Coordinator was out for vacation and other occasions
- Designed a Federally Mandated Program Your CHOICE Initiative (in partnership with the DSS) for individuals receiving Food Stamps who were seeking employment
- Served as Lead Presenter for Your CHOICE Initiative at DSS Offices
- Tracked participants progress through DSS WORKS and ETO Data Systems
- Senior Counselor and creator/instructor of workshops attended by over 1500 mandated customers annually as well as general public
- Managed weekly caseload of approximately 80 customers, assessed customers’ employment needs skills and abilities
Career Development Facilitator
Northwest Career Center/ Reentry Center
Baltimore, MD
11.2007 - 06.2008
- Provided career planning and referrals for ex-offenders and the general public
- Assisted customers to obtain appropriate forms for clients to apply or reapply for copies of birth certificates, Social Security Cards, and State Identification Cards
- Provided other resources to help customers become employable
- Administered and interpreted various assessments tools and evaluation instruments, such as the Barriers to Success Inventory and TABE, Career Scope etc
- That highlighted customers employment needs, skills and abilities
Education
Bachelor of Arts Degree - Human Services Administration
University of Baltimore
12.2007
Associate of Applied Science Degree - Human Services Assistant, Mental Health Technology
Baltimore City Community College
12.2003
Skills
- Microsoft Teams
- Agency Records Center database (ARC)
- Integrated Management System database (IMS)
- Appointment Scheduling database for Equal Employment Opportunity Commission
- Microsoft Office: Word
- Microsoft Office: Excel
- Microsoft Office: PowerPoint
- Microsoft Office: Outlook
- World Wide Web
- Call reception
Certification
- Maryland State Rehabilitation Council Training Series, United States Department of Education, 03/11
- Assessment – Foundations for Effective Case Management, Maryland Institute for Workforce Excellence, 02/08, 12/09, Delivering Customer Service, Planning and Documentation, Resume Writing for Targeted Populations, Tips and Techniques to 'Seal the Deal' on a Federal Job Search.
Military Experience
United States Army, 08/80, 03/84, Medical Specialist
Appointments
Appointed to the Maryland State Rehabilitation Council, 10/10, 10/13, Honorable Governor Martin O’Malley, Public Advocate, Employment/Career Development, Public Quality Assurance
Timeline
Office Automated Assistant
U.S. Equal Employment Opportunity Commission
09.2017 - 05.2023
Office Automated Assistant Intern
U.S. Equal Employment Opportunity Commission
11.2015 - 09.2017
Career Coach/Temporary Assignment- On Assignment Healthcare Temp Agency
Johns Hopkins Health System
01.2013 - 04.2013
Senior Career Development Facilitator
Mayor’s Office of Employment Development
06.2008 - 05.2011
Career Development Facilitator
Northwest Career Center/ Reentry Center
11.2007 - 06.2008
- Maryland State Rehabilitation Council Training Series, United States Department of Education, 03/11
- Assessment – Foundations for Effective Case Management, Maryland Institute for Workforce Excellence, 02/08, 12/09, Delivering Customer Service, Planning and Documentation, Resume Writing for Targeted Populations, Tips and Techniques to 'Seal the Deal' on a Federal Job Search.
Bachelor of Arts Degree - Human Services Administration
University of Baltimore
Associate of Applied Science Degree - Human Services Assistant, Mental Health Technology
Baltimore City Community College
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