JOANNE PALMER
Fort Washington,MD
Summary
Twenty (20) year Customer Service professional with more than eight (8) years of Senior, Legal Instruments Examiner experience with the proven ability to conduct thorough examinations of applications/documents to identify discrepancies, maintain compliance and resolve complex issues while handling multiple tasks in a fast-paced environment.
Overview
16
16
years of professional experience
Work History
Workforce Development Specialist
D. O. E. S.
12.2022 - 09.2023
- Guided program participants through enrollment processes using one-on-one support.
- Performed one-on-one employment counseling. Oversaw case management activities for enrolled clients, ensuring progress towards self-sufficiency goals were tracked and documented consistently.
- Utilized data analysis techniques to identify areas for program improvement, leading to more effective service delivery outcomes.
- Performed resume writing, mock interviews, and answer all questions concerning job opportunities and any other barriers that are keeping the applicant from obtaining and sustaining employment.
Unemployment Customer Service. Rep.
D. O. E. S.
04.2020 - 12.2022
- Triaged high volumes of Unemployment Compensation taxpayer calls and face to face interactions to interpret laws, regulations, policies, and procedures pertaining to DC unemployment tax issues.
- Maintained knowledge of DC accounting procedures to assist employers with analyzing and computing employee wages, to determine employer tax liability.
- Provided step by step guidance to employers on how to request an account closure, account reactivation and initial registration assistance.
Sen. Collector/AR Specialist
Healthy Buildings Intl. Inc.
08.2016 - 01.2020
- Independently maintained portfolio of 5000 (plus) accounts for six (6) locations to meet and exceed management projections of $1 Million Dollars (plus) in monthly delinquent commercial collections to ensure bonus status
- Received and documented high volume of incoming billing inquiries, payment confirmations, delinquent notification balances via mail, email, and phone
- Placed at least fifty (50) (plus) assertive but tactful collection/past due calls daily to debtors to discuss account adjustments, negotiate payment dates, client disputes and invoice revisions
- Calculated, processed, and documented credit card transactions, identified and applied incoming checks to proper accounts and prepared Lien Waivers.
Senior, Legal Instruments Examiner (Contractor)
Kelly Services
03.2008 - 06.2016
- Promoted a positive work environment for twenty (20) plus junior examiners through open communication, fostering team collaboration and high morale to ensure controlled substance registrations were processed accurately and in a timely manner.
- Coached junior examiners to meticulously analyze supporting documentations (Drivers License, Picture ID) to ensure validity and compliance with federal laws, regulations, policies, and procedures.
- Calculated fees and processed credit card and cash receipts daily.
- Represented the agency in court regarding negligence, fraud and the appeals process.
- Guided junior examiners through difficult calls, complaints, or face to face escalated issues, diffused angry customers, and handled complex issues that could not be resolved by junior examiners.
- Approved/denied leave requests, created and executed work schedules and performed yearly evaluations.
- Coached junior examiners through day-to-day work, provided feedback, and identified areas that needed improvement.
Skills
- Adaptability
- Complex Problem Solving
- Cross Function Team Work
- Customer Service Expert
- Detail Oriented
- Document Verification
- Team Building and Leadership
- Time Management
Timeline
Workforce Development Specialist
D. O. E. S.
12.2022 - 09.2023
Unemployment Customer Service. Rep.
D. O. E. S.
04.2020 - 12.2022
Sen. Collector/AR Specialist
Healthy Buildings Intl. Inc.
08.2016 - 01.2020
Senior, Legal Instruments Examiner (Contractor)
Kelly Services
03.2008 - 06.2016