Michelle Porter
Hollis,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Hearing Support Supervisor
Metropolitan Transportation Authority
Brooklyn, NY
02.2023 - Current
- Managed a team of 25, overseeing day-to-day operations and ensuring efficient case management
- Demonstrated exceptional attention to detail in legal document preparation and review.
- Led weekly review sessions with Support staff to assess individual job performance and provide constructive feedback.
- Performed quality assurance checks on completed tasks before submitting them for approval.
- Provided administrative support to attorneys including scheduling appointments and managing correspondence.
- Developed and implemented new processes and procedures to improve workflow within the Support department.
Inquiry Supervisor
Metropolitan Transportation Authority
Brooklyn, NY
05.2016 - 01.2023
- Led a team of 20 customer service representatives, fostering a positive and collaborative work environment.
- Streamlined processes, reducing response times by 15% and improving overall efficiency.
- Facilitated written communication between departments to resolve problems quickly.
- Developed and maintained key relationships with clients, addressing concerns and ensuring their needs were met.
- Performed data entry of confidential client information into a computer database system.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Senior Inquiry Representative
Metropolitan Transportation Authority
Brooklyn, NY
08.2007 - 04.2016
- Supervised and evaluated performance of Support staff, providing training and feedback as necessary.
- Resolved customer issues in a timely manner.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Inputted data into computer system accurately and efficiently.
- Organized files according to established procedures for easy retrieval.
- Sorted and distributed incoming mail according to predetermined routing procedures.
Education
Bachelor of Science - Criminal Justice
Ashford University
San Diego, CASkills
- Performance Management
- Policy Development
- Technical Support Understanding
- Work Planning and Prioritization
Accomplishments
- Leadership
- Conflict Resolution
- Identify and Address Team Disengagement
References
References available upon request.
Timeline
Hearing Support Supervisor
Metropolitan Transportation Authority
02.2023 - Current
Inquiry Supervisor
Metropolitan Transportation Authority
05.2016 - 01.2023
Senior Inquiry Representative
Metropolitan Transportation Authority
08.2007 - 04.2016
Bachelor of Science - Criminal Justice
Ashford University