MARIAH E. MCGOWAN
Washington
Summary
Customer service and administrative professional skilled in case management within government and public service sectors. Resolved complex customer issues while ensuring compliance with regulatory standards. Built strong relationships with clients and community organizations to enhance service delivery. Demonstrated technical proficiency and effective time management in diverse software applications.
Overview
14
14
years of professional experience
Work History
Child Support Specialist II
Department of Human Services
Temple Hills
08.2023 - Current
- Initiate legal actions against non-compliant parents, improving enforcement outcomes.
- Administered a varied caseload while ensuring strict compliance with state and federal regulatory standards.
- Analyzed data to evaluate enforcement measures and ensure effective compliance with financial obligations.
- Facilitated prompt responses to customer inquiries and resolved case issues, enhancing client satisfaction.
- Conducted detailed explanations of child support laws and procedures to both custodial and non-custodial parents, enhancing legal awareness.
- Achieved timely verification of employment status and effective processing of wage liens.
- Administered suspensions of professional driver's licenses and passports to uphold compliance standards.
- Fostered collaboration with MVA, DFAS, and SSA to improve workflow efficiency in case management.
- Evaluated and investigated inquiries and complaints to determine their nature.
- Built relationships with community organizations to increase available resources for families needing support beyond child support enforcement.
- Assisted families in navigating the social services system, NMSM (National Medical Support Notice) including applying for benefits, accessing resources and connecting with other family support services.
- CRM (Customer Relationship Management) tracking compliance, stability and child well-being.
Revenue Management Representative
Fairfax Water
Fairfax
01.2021 - 09.2023
- Managed 50+ inbound calls daily addressing billing payments and utility concerns, ensuring prompt resolution.
- Processed billing adjustments and established payment arrangements after thorough account history research, enhancing customer satisfaction.
- Created tailored payment plans for clients facing financial difficulties, fostering customer loyalty and support.
- Managed customer accounts in SAP, including opening, closing, and updates.
- Conducted investigations to resolve complex customer issues using SAP records.
- Coordinated service orders and field appointments with dispatch and technicians.
- Utilized GIS for data verification and impervious area charges.
- Monitored compliance with regulatory requirements in billing practices.
Sales & Distribution / Processing Clerk / City Carrier
United States Postal Service
Washington
02.2012 - 09.2021
- Delivered mail and provided front-line customer service, enhancing customer satisfaction in postal retail operations.
- Processed mail, parcels, and currency transactions, ensuring timely delivery and secure handling.
- Maintained accuracy of financial transactions and secure handling of mail assets.
- Processed incoming and outgoing mail using automated sorting systems.
- Maintained accurate records of shipments and deliveries to ensure compliance.
- Collaborated with team members to resolve discrepancies in mail handling.
- Operated POS systems, ensuring accurate processing of customer purchases and efficient transaction management.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
- Conducted inventory counts by adding each item in stock and documenting in the computer system.
Library Clerk (Contract)
Library of Congress
Washington
12.2018 - 07.2019
- Accessioned and inventoried physical and digital collections to ensure comprehensive resource management.
- Analyzed material condition and systematically prepared items for efficient archival storage or digitization.
- Facilitated metadata review and scanning operations to ensure accurate documentation and support for interlibrary loans and archival resources.
- Processed requests using Voyager LAS and Library of Congress systems, streamlining service delivery.
- Processed and organized library materials for efficient access and retrieval.
- Maintained inventory records in integrated library management systems for reliable access and tracking.
- Maintained an organized library collection by accurately shelving books, periodicals, and other materials according to classification systems.
Education
Bachelor of Science - Psychology
University of Maryland Global Campus
05-2032
Criminal Justice -
DeVry University
01-2012
Skills
- Case management
- Legal compliance
- Customer support
- Client management
- Payment processing
- Call center operations
- Data billing
- CRM systems expertise
- GIS and SAP
- Utility services documentation
- Analytical thinking
- Data analysis capabilities
- Research writing
- Legal research
- Effective communication
- Client advocacy
- Mental health counseling
- Family support
- Web research
- Literature review
- Behavior analysis
- Critical thinking abilities
- User research
- Survey analysis
- Relationship psychology
- Behavioral science knowledge
- Microsoft Office
- PowerPoint and Outlook
- Multitasking
- User research
- Survey analysis
Projects
Psychology Research Project (Social Psychology), Reviewed peer-reviewed psychological literature to identify evidence-based findings. Synthesized research into clear, reader-friendly summaries. Evaluated psychological concepts using scientific evidence. Presented conclusions through written reports and class discussions.
Timeline
Child Support Specialist II
Department of Human Services
08.2023 - Current
Revenue Management Representative
Fairfax Water
01.2021 - 09.2023
Library Clerk (Contract)
Library of Congress
12.2018 - 07.2019
Sales & Distribution / Processing Clerk / City Carrier
United States Postal Service
02.2012 - 09.2021
Bachelor of Science - Psychology
University of Maryland Global Campus
Criminal Justice -
DeVry University