Jenelle Johnson
Baltimore,MD
Summary
Dynamic Records Expungement Specialist with a proven track record at the Department of Public Safety and Correctional Services. Expert in documentation management and customer relations, I enhanced satisfaction rates through effective problem-solving and streamlined processes, leading to improved efficiency and employee retention. Strong analytical thinker committed to delivering quality results.
Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
4
4
years of professional experience
Work History
Records Expungement Specialist
Department Of Public Safety And Correctional Services
10.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Restructured customer service process, ensuring quicker response times.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Filing expungement petitions and supporting documents with the appropriate court or administrative body.
- Tracking the progress of expungement cases, ensuring deadlines are met, and following up with clients as needed.
- Working with attorneys, judges, and other court personnel to facilitate the expungement process.
Human Resources Administrator
Deparment of Public Safety and Correctional Services
05.2023 - 10.2023
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Maintained accurate employee records through diligent documentation of personal information, job history, performance evaluations, and other relevant data.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Prepared new hire letters, employee contracts, and corporate policies.
- Updated HR database with new employee information, changes in benefits, and other details.
- Established strong relationships with external partners including recruiters, educational institutions, and industry associations to expand organizational reach in talent acquisition efforts.
- Collaborated with management to identify staffing needs and develop workforce planning strategies, resulting in optimized personnel resources allocation.
Customer Service Manager
State Farm
03.2022 - 04.2023
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Front Desk Receptionist
Lifebridge Health
06.2021 - 02.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Collected room deposits, fees, and payments.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
Education
High School Diploma -
Western High School
Baltimore, MD05.2021
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Management collaboration
- Advanced communication
- Technical communication
- Expert in excel
- Supply management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Scheduling
- Microsoft outlook
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Quality control
- Filing
Timeline
Records Expungement Specialist
Department Of Public Safety And Correctional Services
10.2023 - Current
Human Resources Administrator
Deparment of Public Safety and Correctional Services
05.2023 - 10.2023
Customer Service Manager
State Farm
03.2022 - 04.2023
Front Desk Receptionist
Lifebridge Health
06.2021 - 02.2022
High School Diploma -
Western High School
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