Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Michelle McLaughlin

Rosedale,MD

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.

Overview

18
18
years of professional experience

Work History

Office Manager

Affectionate Health Care Services
Baltimore, MD
05.2024 - Current
  • Developed and implemented office policies and procedures.
  • Supervised staff members, organized schedules and delegated tasks.
  • Maintained filing system for records, correspondence and other documents.
  • Provided administrative support to management team including preparing reports and presentations.
  • Answered phone calls, responded to emails, routed mail and coordinated courier services.
  • Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
  • Processed payroll accurately ensuring all employees were paid on time.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.

Transit Bus Operator

Maryland Transit Administration MTA
Baltimore, MD
03.2020 - Current
  • Conducted pre-trip inspections of the bus to ensure it was safe for operation.
  • Monitored passengers to ensure they followed safety regulations and paid fares.
  • Responded to customer inquiries regarding routes, schedules, and transfers.
  • Assisted passengers with mobility devices in boarding and disembarking safely.
  • Enforced passenger rules and regulations while providing courteous service.
  • Reported any mechanical problems or incidents that occurred during transit operations.
  • Adhered to all traffic laws including speed limits, stop signs, signals..
  • Communicated regularly with dispatch personnel via two-way radio systems.
  • Managed time effectively by arriving at stops on schedule according to route times.
  • Followed emergency procedures in case of accidents or other dangerous situations.

Assistant Asset Manager

Housing Authority of Baltimore City
Baltimore, MD
10.2016 - 01.2019
  • Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
  • Developed and implemented effective leasing strategies to maximize occupancy rates.
  • Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
  • Managed all maintenance requests from tenants in a timely manner.
  • Ensured that all rent payments were collected on time by following up with delinquent tenants.
  • Processed evictions when necessary in accordance with state laws and procedures.
  • Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
  • Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
  • Inspected properties regularly to identify deficiencies and schedule repairs.
  • Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.

Probation Parole Officer

DPSCS-State of Maryland
Baltimore, MD
09.2006 - 10.2016
  • Developed and implemented probation and parole plans to ensure compliance with court orders.
  • Conducted regular home visits, office meetings, and field checks on offenders.
  • Provided guidance and assistance to parolees in finding employment, housing, and other resources.
  • Maintained accurate records of offender contacts, progress notes, program reviews, and case files.
  • Ensured appropriate sanctions were applied for violations of conditions of supervision.
  • Monitored offender activities such as drug testing, job searches, educational programs and social services.
  • Assisted in the preparation of pre-sentence investigations for courts.
  • Collaborated with law enforcement agencies to investigate criminal activity related to parolees.
  • Participated in court hearings regarding release status or revocation proceedings.
  • Advised parolees on potential legal issues that may arise from their actions or decisions.
  • Performed risk assessments on new offenders being considered for parole or probation placement.
  • Participated in multi-disciplinary team meetings to review cases or develop solutions for difficult cases.
  • Attended professional development seminars to stay up-to-date on current practices in the field.
  • Prepared parole administration documentation with zero discrepancies.

Education

Bachelor of Arts - Human Services/Criminal Justice

Sojourner-Douglass College
Baltimore, MD
06-2006

Skills

  • Staff Management
  • Customer Service
  • Employee Supervision
  • Compliance Monitoring
  • Data Entry
  • Administrative Support
  • Office Management
  • Customer Relations
  • Organizational Skills
  • Conflict Management
  • Report Writing
  • Crisis Prevention Intervention
  • Legal knowledge
  • Policy Enforcement
  • Excellent Communication
  • Court Procedures
  • Written Communication
  • Problem-solving aptitude
  • Active Listening
  • File reviews
  • Problem-solving abilities
  • Security clearance

References

References available upon request.

Timeline

Office Manager

Affectionate Health Care Services
05.2024 - Current

Transit Bus Operator

Maryland Transit Administration MTA
03.2020 - Current

Assistant Asset Manager

Housing Authority of Baltimore City
10.2016 - 01.2019

Probation Parole Officer

DPSCS-State of Maryland
09.2006 - 10.2016

Bachelor of Arts - Human Services/Criminal Justice

Sojourner-Douglass College

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Michelle McLaughlin