Detail-focused Senior Command Center associate with knowledge in data warehousing, process validation and business needs analysis. Proven to understand client requirements and translate into actionable project plans. Dedicated and hard-working with passion for promptly identifying needs and recommending services to accomplish clients' goals. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Hi, I’m
Maria E. Colston
Norfolk,VA
Summary
Overview
11
years of professional experience
Work History
Liberty Source PBC
Senior Command Center Associate
05.2023 - Current
Job overview
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Created and automated data visualizations to present insights and tell compelling stories.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports and tracking spreadsheets using Power BI, Excel and Outlook.
- Developed and implemented onboarding and orientation programs for new employees.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior for 6 teams of 10.
- Serves as subject matter expert for employee related data including headcount, turnover, and other metrics as requested.
- Participate in continuing education to enhance technical knowledge of new projects.
Liberty Source PBC
Senior Data Analyst
02.2023 - 05.2023
Job overview
- Investigated system issues and implemented resolutions to reduce downtime.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Monitored compliance and filing requirements in conjunction with staff and management.
- Collaborated with stakeholders to identify business needs and data sources.
- Implemented business intelligence solutions to increase operational efficiency.
- Coordinates and provides training within teams
- Validated results and performed quality assurance to assess accuracy of data.
Liberty Source PBC
Data Analyst
11.2021 - 02.2023
Job overview
- Research and identify critical industry data.
- Parse documents, reports, emails and other data sources to extract relevant information.
- Interpret data for its content and usefulness.
- Make important decisions regarding value and significance of data.
- Audit output information for their content and accuracy.
- Communicate with clients and internal stakeholders to review research or source data when necessary.
- Conduct ad hoc research and data querying, gathering and validation projects.
- Established, tracked and maintained analytics to support data compilation and client reporting for team of 10.
Unites States Postal Services
PSE Mail Processing Clerk
11.2020 - 02.2021
Job overview
- Makes one or more sortation bins of outgoing and/or incoming mail using appropriate sort program or manual distribution scheme on a rotation basis.
- Performs following duties: loads mail onto automated equipment, culling out non-processable items; enters sort plan and starts equipment; monitors flow of mail to ensure continuous feed.
- Sweeps separated mail from bins stacker's; and stops equipment when distribution run or operation is completed.
- Runs machine reports, clears jams and contacts maintenance for assistance when required.
- Prepares work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers, are in place.
- Removes sorted mail from bins. placing into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules.
Virginia Employment Commission
Customer Service Representative
05.2020 - 11.2020
Job overview
- Processed Unemployment applications.
- Assisted customers with a warm and professional attitude.
- Completed 150 weekly claim submissions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Ibex
Customer Service Representative
10.2018 - 04.2020
Job overview
- Navigated common user interface elements, including navigation of file structures through volumes and folders, launch and quit applications, select portions of text.
- Resolving Pick up issues or Driver requests for business' such as hospitals.
- Facilitated side by side trainings with new hire classes.
- Decreased driver complaints by %10 while employed.
- Corresponded with Lyft Executives to implement Driving tracking for B2B.
- Familiar with use of internet search engines
- Solving driver and passenger ride issues
- Refunding payments if possible
- Accidents and claims
- Document claims for adjusters
- Outbound/inbound accident claims reports
Turtle Cay Resort
Front Desk Agent
04.2016 - 11.2017
Job overview
- Create, confirm and cancel reservations for 300 owners/guests over phone, in person, and via computer for guests and provided confirmation information.
- Ensure all pending arrival information is accurate (i.e., check rates and prepare upcoming arrival packets with necessary materials and information)
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Follow through on guest requests and/or concerns in a timely manner
- Compute billing charges, collect payments and provide change for guest.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Trained new staff members in customer service techniques and hotel operations.
Education
Ultimate Medical AcademyTampa, Newport News, VA
Associate from Medical Office and Billing Specialist
12.2024
University Overview
Skills
- Proficient In Ms Office (8 years)
- Time Management Skills (11 years)
- Excellent multi-tasker (11 years)
- Ability to mediate disputes (10 years)
- Detail Oriented (10 years)
- Customer Support
- Office Administration (6 years)
- Training Development
- Supervising experience
- Social work
- Operating systems
- Data entry
- Clerical experience
- Data Quality
- Data Mapping
- Quality Assurance
Accomplishments
Accomplishments
- Promoted to Senior Analyst after 1 year of hiring.
- Promoted to Senior Command Center within 3 months of becoming Senior Analyst.
- Successfully shadowed by analysts in Corporate Events, PFRR, MCBC, FDBTE, and HDPICS.
- Successfully assisted Learning & Development in creating onboarding for new hires
- Collaborated with team of 15 in the development of Lyft B2B.
- Trained 3 people in the Front Desk processing
Additional Information
Additional Information
Assessments & Certifications
- Currently achieving Certification in Project Management (CAPM)
- Currently achieving Certification in AWS Cloud Practitioning
- Electronic Medical Records: Best Practices — Proficient
- Knowledge of EMR data, associated privacy regulations, and best practices for EMR use — Proficient
- Call Center Customer Service — Expert
- Customer Focus & Orientation — Proficient
- Critical Thinking — Proficient
- Scheduling — Highly Proficient
- Identifying differences in materials, following instructions, and detecting details among distracting — Expert
Timeline
Senior Command Center Associate
Liberty Source PBC
05.2023 - Current
Senior Data Analyst
Liberty Source PBC
02.2023 - 05.2023
Data Analyst
Liberty Source PBC
11.2021 - 02.2023
PSE Mail Processing Clerk
Unites States Postal Services
11.2020 - 02.2021
Customer Service Representative
Virginia Employment Commission
05.2020 - 11.2020
Customer Service Representative
Ibex
10.2018 - 04.2020
Front Desk Agent
Turtle Cay Resort
04.2016 - 11.2017
Ultimate Medical Academy
Associate from Medical Office and Billing Specialist
Similar Profiles
MARCELA ROBERTSONMARCELA ROBERTSON
Data Analyst at Liberty Source PBCData Analyst at Liberty Source PBC
DENISE M. REEDDENISE M. REED
MARKETING COMMUNICATIONS MANAGER at LIBERTY SOURCE PBCMARKETING COMMUNICATIONS MANAGER at LIBERTY SOURCE PBC
Shanaia HarrisShanaia Harris
Data Analyst/Team Trainer at Liberty SourceData Analyst/Team Trainer at Liberty Source
NauTica HillNauTica Hill
Customer Service Representative 1 at Sentara HealthcareCustomer Service Representative 1 at Sentara Healthcare
Sarrah Slade-NewtonSarrah Slade-Newton
Evening Service Coordinator, Learning Commons at Old Dominion UniversityEvening Service Coordinator, Learning Commons at Old Dominion University