MAMIE L. RODGERS

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• 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.
• 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.
• Manage daily operations of courtroom clerks, customer service and clerical staff. Supervise, direct, coordinate, review, monitor and evaluate staff. Implement daily assignments to assure courtroom and customer service coverage for judges, and walk-in and phone-in customers. Assign staff for overtime, create schedules, and approve time off requests. Conduct orientations, annual staff evaluations

• Managed high-stress calls effectively, utilizing active listening and problem-solving skills.
• Provided appropriate referrals to community-based resources for callers seeking additional support or services.
• Enhanced crisis line''s reputation in the community by consistently providing high-quality, compassionate support to individuals facing challenges or crises.
• Improved caller experience by providing empathetic listening and support during crisis situations.

• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders, ensuring support for program initiatives.
• Developed strategic plans, setting clear objectives and achievable milestones for the team.
• Managed cross-functional teams for successful project completion within deadlines and budgets.
• Facilitated workshops and conducted one-on-one training to educate team members.
• Served as mediator to address housing concerns and tenant rights. Provided strategic leadership by designing and implementing programs, events and activities to support, educate and unify constituents.Improved lines of communication between village and its residents by creating newsletters, tip sheets and making crucial information available online. Responsible
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Raised awareness of state programs through activities such as marketing communications, advertising, public ceremonies and exhibits. Composed speeches, talking points and letters, and created and/or edited weekly web site articles for agency Secretary. Supported the Governor with the promotion, development and execution of plans and new initiatives. Helped the Secretary with the preparation of reports for the Governor. Served as manager, editor and writer for quarterly magazine focused on agency activities. Negotiated contracts for magazine contributors. Coordinated production of bi-weekly radio talk show that promoted agency’s services. Reviewed, edited, coordinated graphic layouts, and approved brochures, newsletters and other publications from statewide divisions. Assisted with development and implementation of strategic plans. Participated in monthly training of new employees and functioned as liaison for department-sponsored special projects.