Jamaal Mansaray
Germantown,USA
Summary
I am a very compassionate and highly dedicated career professional with over six years working in public service, demonstrating high-quality customer service and database system experience. I'm highly knowledgeable in all aspects of federal and state programs, health and human services. I'm very well versed in adapting to changing environments, attention to details, managing multiple tasks, with advanced skills utilizing Microsoft Office products and customized health information systems.
Overview
15
15
years of professional experience
Work History
Principal Administrative Assistant
Germantown, MD
01.2021 - Current
- Accessing County databases managed and maintained by County agencies (i.e., DPS, FIN, HHS) in order to independently and successfully handle complex and escalated incoming customer requests for information and services
- Answering the entire breadth of diverse telephone inquiries from the general public for non- emergency county services, independently assessing the customer needs, and providing suggestions and appropriate resolution
- Accessing County databases managed and maintained by County agencies (i.e., DPS, FIN, HHS) in order to independently and successfully handle complex and escalated incoming customer requests for information and services
- Demonstrating advanced customer service and communication skills for listening to the caller's question(s), asking relevant questions for clarification as necessary, evaluating the information obtained, implementing effective de-escalation strategies, and providing the appropriate response and resolution in accordance with specific instruction and training without the need for Supervisory intervention
Youth Basket Ball Trainer
Self-employeed
Gaithersburg, MD
01.2010 - Current
- Teach fundamentals, playing rules, strategies, and playing tactics.
- Condition athletes appropriately for activities requiring endurance, strength, and agility.
- Teach sportsmanship, cooperation, work ethic, and responsibility to one's team.
- Train the players on personal conduct during games.
- Mentoring, leading, and educating children.
- Documented all training activities, including attendance records, feedback forms, and surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to the management team.
- Recommended changes or improvements in existing training processes as needed.
- Resolved any issues raised by participants during the training session on time.
- Explained goals and expectations required of trainees.
Administration Assistant
Germantown, MD
10.2018 - 12.2021
- Maintain a healthy balance of support for all the needs of the community through programs, divisions, directorate, foundation, and interagency activities
- Manage and supervise office and administrative activities ensuring performance is in accordance with the federal and state Department of Health and Human Services (DHS) established policies and procedures
- Perform Lobby Management
- Provide assistance in handling ongoing high-volume caseload management
- Make referrals to appropriate organizations and county or community programs
- Conduct Bilingual telephone and face to face interviews
- Provide a wide range of office support assignments for the local social services agency, including first-line response, scheduling and correspondence, maintaining case records, files and documents
- Participate in meetings, briefings, and conferences on issues concerning program events, program and policy changes and updates, significance of new and revised policies, regulations, and operational procedures
Administration Assistant & Accounts Receivables
Gaithersburg, MD
07.2013 - 08.2018
- Perform direct public service and assistance by receiving customers, responding to inquiries, and rederring indiciduals to appropriate units
- Answered and directed incoming calls on the department's very busy high-volume main line
- Served as the Inventory and Data Compliance Technician
- Collected and deposited money in to accounts
- Disbursed funds from cash accounts to pay bills or invoices
- Kept detailed records of collections and disbursements, to ensure all accounts were balanced
- Troubleshot evidence property package when questionable
- Deciphered acronyms to ensure correct charge is placed in FileOnQ database
- Placed Property evidence envelopes into storage boxes to be shelved in the evidence room
- Experienced in assisting customers from diverse backgrounds
Education
Physical Education
Montgomery College
HIPPA Certificate -
Skills
- Extensive experience handling confidential and sensitive information
- Advanced experience working with and providing customer service to a diverse population from different backgrounds
- Advanced knowledge of Microsoft Office (Word, Excel, SharePoint, PowerPoint, and Outlook)
- Advanced knowledge in Client Automated Resources Eligibility System (CARES), Queueing Management System, and Appointment Scheduling Software (Qless)
- Able to meet strict deadlines
- Experience taking on supervisory and leadership roles
- Records Management
- Clerical Support
- Sensitive material handling
- Document retrieval
- Mail Management
- Account Investigation
- Check processing
- Administrative Support
- Document conversion
- Customer Service
- Data Entry
- Office Administration
- Teamwork and Collaboration
- Critical Thinking
- Applicant Tracking Systems
- Customer relations and communications
- Communication proficiency
- Supply Inventory Control
- File system management
- Time Management
- Strong communication and interpersonal abilities: effective verbal, written, and presentation skills
- Advanced experience managing a fast-paced front desk and office environment
- Demonstrate a calm and caring approach when resolving difficult client or customer situations
- Advanced in conflict resolution with all ages
- Spreadsheet tracking
- Vendor Relationship Management
- Effective problem solving
Timeline
Principal Administrative Assistant
01.2021 - Current
Administration Assistant
10.2018 - 12.2021
Administration Assistant & Accounts Receivables
07.2013 - 08.2018
Youth Basket Ball Trainer
Self-employeed
01.2010 - Current
Physical Education
Montgomery College