Michelle Robinson
Baltimore,Maryland
Summary
Self-motivated and professional individual seeking a challenging position to utilize business skills and education for the advancement of business operations and strategic management. Excellent organizational, interpersonal, oral, and written communication skills. Committed to continuous improvement. Demonstrates ability to overcome adversity through creative and innovative solutions. Proven track record of reducing vandalism and theft incidents on company property. Conducts thorough checks of personnel, visitors, shipments, belongings, and vehicles. Possesses exceptional situational awareness.
Overview
24
24
years of professional experience
Work History
Armed Security Guard
SD Security Consultants & Security Service
01.2022 - Current
- Provide needed service to ensure the safety of property and the people on-site
- By patrolling the premises, and monitoring surveillance equipment
- Control access to the property and make sure the property is clear of all patrons at closing
- Respond to incidents and emergencies
- Completing security logs and submitting reports when needed.
Customer Service Representative
Social Security Administration
01.2018 - Current
- Provide assistance to beneficiaries and the general public in person, by telephone, or in writing; Conduct interviews to determine the nature of the caller's question or issue; Explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs
- Use the agency's policy and procedures to make referrals pending claims, the appeals process, post entitlement issues, and other customer-related issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Unarmed Security Guard
Securitas
01.2020 - 01.2021
- Provide needed service to ensure the safety of property and the people on-site
- By patrolling the premises, and monitoring surveillance equipment
- Control access to the property and make sure the property is clear of all patrons at closing
- Respond to incidents and emergencies
- Completing security logs and submitting reports when needed.
Social Service Coordinator
Baltimore City Department of Housing and Community Development
01.2016 - 01.2018
- Reviewed, monitored, and processed assigned client cases for the Division of Green, Healthy, and Sustainable Homes
- Overlook the provision of social, health, vocational, rehabilitation, or related services to City residents
- Work in this class involves no supervisory duties or responsibilities
- I conduct daily assessments with the Baltimore Metropolitan area citizens to identify their housing rehab needs and financial assistance resources
- Collected, analyzed, and processed necessary financial documentation needed to meet grant financial guidelines for approval
- In conjunction, I conduct home visits with the senior community to assist them with the application process, so that I can advocate ensuring that all of the clients under my supervision maintain a healthy lifestyle
- Examine incoming applications, messages, supporting documents, annual earnings reports, and a variety of other documents needed for the client to remain eligible for their services
- While maintaining a clear understanding of all Maryland COMAR regulations, policies and procedures associated.
- Identified community resources to support clients.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Visited homes and agencies to provide support and case management services to clients.
Social Service Coordinator
Baltimore City Health Department
01.2014 - 07.2016
- Reviewed, monitored, and processed assigned client cases for the Medicaid Waiver division, Oversaw the provision of social, health, vocational, rehabilitation, or related services to City residents, Conducted weekly community home visits to address and ensure client's safety, acted as an advocate to ensure that all of the clients under my supervision maintain the healthy lifestyle
- Create, monitor, and update clients' Plans of Service for daily medical needs
- Record and report all of my findings on a daily basis
- Collected, analyzed, and processed necessary financial documentation to make sure the client fell into the required financial setting to meet the requirements of the program
- Examining incoming messages, supporting documents, annual earnings reports, and a variety of other documents needed for the client to remain eligible for their services, maintains a clear understanding of all Maryland COMAR regulations policies, and procedures.
- Identified community resources to support clients.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
Credentialing Administrative Assistant/ Coordinator
Cigna Healthsprings/ Bravo Health
01.2011 - 01.2013
- Duties consisted of inputting sensitive provider data into various computer programs as well as verifying and reviewing all current and potential providers licensing statuses and sanctions with various agencies in the Mid-Atlantic and Pennsylvania region
- Ensures that demographic changes to contracted physicians are updated and promptly reported to all our Network Ops managed care departments
- Maintain files for each provider and obtain updated applications and current attachments such as license, DEA, and liability face sheets as needed
- Processed and distributed incoming mail from providers and other agencies
- Retrieved and distributed new and existing provider applications for processing
- Monitored Outlook calendar/schedule maintenance; scheduled internal and external meetings; managed mail and package delivery; distributed departmental faxes to the appropriate staff members and other clerical duties as assigned.
- Assisted in the planning and execution of company events, resulting in increased employee engagement and satisfaction.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and procedures.
Intern
Maryland Department of Juvenile Services
03.2010 - 12.2011
- Under the supervision of the community Service Supervisors, I assisted with the monitor of court-mandated Juveniles offenders while they completed their community service hours and placement requirements
- Accompanied and supervised juvenile detainee's during class, field trips and recreational outings, and drug treatment programs
- Implemented and analyzed Agency and service referrals and sent out written correspondences to parents and guardians
- Conducted site visits to ensure clients' welfare and provided written and verbal case updates to client caseworkers weekly.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Administrative Assistant/ Data Entry Clerk
Ultimate Staffing
06.2006 - 07.2011
- Under a temporary contract Input data into various companies' computer software for, Comcast, Agora Publishing, First Service Networks, and Bravo Health; for daily system updates and company production
- Other daily duties consisted of inputting and reviewing sensitive provider data into various computer programs
- Distributing and processing all incoming mail from providers and other agencies
- Retrieved and distributed new and existing provider applications for processing
- Monitored and distributed departmental faxes to the appropriate staff members and other clerical duties as assigned
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Title Services Representative/ Notary
PDP Technology (Group)
12.2007 - 09.2008
- Responded to automobile title correction, relocations, and duplicate title request transactions, for GMAC/Nuvell financing
- Handled inbound and outbound customer calls
- Reviewed and implemented all requests for automobile title liens releases
- Prepared daily US Postal, or Fed Ex, and faxed packages for shipment
- Submitted check requests and prepare proper titling paperwork for Various DMV Countrywide.
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
Public Safety Communication Specialist/ Records Clerk
Montgomery Co Police Department
05.2005 - 07.2006
- Call taker for emergency and non-emergency telephone calls and processed records requests when needed
- Dispatched service calls to officers in the field via radio communication
- Processed all officers' requests (such as wanted, stolen, and driver's license checks for people, Vehicles, and other articles) thru NCIC, MILES, and WARS system
Order Entry Clerk / Customer Service Representative
Zimmerman Associates
02.2001 - 05.2005
- Handled inbound calls for FEMA Map Service Center and assisted customers with locating the correct map that would cover the property in question as well as helping them navigate our online store
- Opened new accounts and updated accounts for existing account holders
- Handled customer inquiries and explained how to read the flood maps to ensure they are purchasing the correct map
- Maintained accurate records of all orders and deposit accounts balances
- Assisted Accounts Receivable Department with daily checks and balancing of accounting transactions such as visa, MasterCard, and American Express payments
- Batching and posting all transactions to the general ledger
- Processed daily checks and balances, to show proof of balance.
- Completed accurate order entry and data verification.
- Documented shipping information for orders and tracked packages when necessary.
Education
Masters of Science - Criminal Justice, Organizational Leadership
Grand Canyon University
12.2022
Bachelors of Science - Human Service, Criminal Justice
Sojourner Douglass College
06.2011
Skills
- Team player and self-motivated
- Excellent organizational skills
- Strong interpersonal skills
- Excellent oral and written skills
- Proficient in Microsoft Office
- Results driven
- Attention to detail
- Trustworthy
- Customer Service oriented
- Fraud Prevention
- Proficient in AS400, LLAMA, JD Edwards One World, Raisers Edge, Microsoft Office Word, Excel, PowerPoint, Outlook, Cactus, QNXT, SharePoint, AmiPro 30, CAD, Vista Phone System, Microfiche Viewers, and Veri-Phone
- Defensive Tactics
- Counter-Terrorism Strategies
- Hostile environment training
References
Available Upon Request
Timeline
Armed Security Guard
SD Security Consultants & Security Service
01.2022 - Current
Unarmed Security Guard
Securitas
01.2020 - 01.2021
Customer Service Representative
Social Security Administration
01.2018 - Current
Social Service Coordinator
Baltimore City Department of Housing and Community Development
01.2016 - 01.2018
Social Service Coordinator
Baltimore City Health Department
01.2014 - 07.2016
Credentialing Administrative Assistant/ Coordinator
Cigna Healthsprings/ Bravo Health
01.2011 - 01.2013
Intern
Maryland Department of Juvenile Services
03.2010 - 12.2011
Title Services Representative/ Notary
PDP Technology (Group)
12.2007 - 09.2008
Administrative Assistant/ Data Entry Clerk
Ultimate Staffing
06.2006 - 07.2011
Public Safety Communication Specialist/ Records Clerk
Montgomery Co Police Department
05.2005 - 07.2006
Order Entry Clerk / Customer Service Representative
Zimmerman Associates
02.2001 - 05.2005
Bachelors of Science - Human Service, Criminal Justice
Sojourner Douglass College
Masters of Science - Criminal Justice, Organizational Leadership
Grand Canyon University
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