Malachi L. Robinson

• Assisted in the creation and development of the client service department by providing expertise in designing structures, processes, and strategies tailored to meet client needs to enhance satisfaction.
• Serves as project lead on initiatives to streamline elements of the service request life cycle and broadly improve client service procedures.
• Organized meetings between different departments and set agenda's on collaborative projects.
• Participated and led initiatives to improve workflow processes.
• Employs and trains others in best practices for phone and email outreach, client inquiries, client relationship management, and marketing techniques.
• Help design content for consumers using agency's website to facilitate and improve their experience.
• Manage and track all statutorily required notices and requests for service throughout their entire life cycle (i.e., intake, case handling, assignment, case closing) to identify areas in need of improvement and report process irregularities.
• Track the results of client contact based on established metrics to monitor and analyze the effectiveness of outreach.
• Maintain client databases and records for accuracy and completion.
• Make recommendations to internal departments regarding changes to website design, functionality, and content based on trends and observations of improvements to client interactions.
• Participates in and contribute to all aspects of client relations, including communication, marketing, case management, follow-up, feedback, and social media/website development.

• Performed research to prepare managements input on strategies and recommendations that impact office initiatives, programs, policies, goals, and objectives.
• Analyzed the effectiveness, efficiency, and productivity of all administrative and technical programs.
• Drafted legal documents such as pleadings, contracts, affidavits, and motions.
• Prepared cases for hearings, including organizing binders and exhibits associated with case files.
• Managed and administered all components of records management to ensure compliance to all record protection audits.
• Performed legal research from reference sources including various titles of the United States Code, Code of Federal Regulations, Federal Personnel Manual, Westlaw, Freedom of Information Act and Privacy Act guidance, and Board decisions.
• Oversaw the scheduling of hearings and meetings for Administrative Judges, ensuring seamless calendar management and conflict resolution.
• Coached and mentored new employees through the onboarding process, ensuring a smooth transition of MSPB's policies and procedures

• Managed daily administrative duties, including drafting and outlining briefs, appeals, agreements, pleadings, and case dismissals to maintain digital and physical legal files.
• Maintained and organized Administrative Law Judges calendars, scheduling legal proceedings and coordinating with relevant parties to optimize workflow.
• Handled confidential and sensitive client information professionally.
• Oversaw the entire hearing process, from receipt of cases to final resolution, coordinating all logistical and administrative aspects.

• Supported cross-functional teams by providing subject matter expertise on specific cases or issues as needed.

• Adhered to strict deadlines while maintaining high-quality work standards, ensuring efficient case resolution times.