MONIQUE D. WHITE-CARTER
Dedicated public service, investigative, and customer service professional with more than 25 years of experience in local government, public utilities, law enforcement support, records management, and community services. Bachelor of Science in Criminal Justice (2025) with hands-on experience conducting interviews, researching and analyzing records, verifying information and evidence, resolving complex disputes, maintaining confidential records, and preparing accurate documentation. Skilled in communicating with diverse populations, handling sensitive and high-volume inquiries, de-escalating difficult situations, and coordinating with internal departments and external agencies to resolve issues effectively. Proficient in SAP, Salesforce, ARJIS, CLETS, Microsoft Office, and other computerized records and case-management systems. Recognized for sound judgment, attention to detail, reliability, professionalism, adaptability, and a strong commitment to public service, compliance, and achieving positive outcomes.
Work History
Customer Service Representative
27 Years- Investigated and resolved billing disputes and discrepancies, ensuring compliance with city policies through thorough evidence review and effective conflict resolution.
- Conducted customer interviews and coordinated with internal departments to verify facts and resolve account-related investigations efficiently.
- Prepare clear, accurate case documentation and maintain confidential customer records.
- Trained and guided new staff on regulations and investigative procedures, promoting consistent application across the team.
- Systems: SAP CCS, SWIM, WAVE, BROOKS, Salesforce, MS Office.
Police Records Clerk
1 Year- Processed sensitive law enforcement records, including missing person reports and criminal histories, ensuring timely access for ongoing investigations.
- Researched and verified law enforcement data to facilitate active investigations and enhance case development.
- Utilized state and federal databases (MUPS, ARJIS, CLETS) to deliver accurate information to sworn officers, aiding in critical decision-making.
- Ensured strict adherence to confidentiality and data accuracy requirements.
Community Service Center Specialist
4 Years- Acted as Passport Agent and Notary Public, verifying documents and processing applications in compliance with federal and state requirements.
- Analyzed data for city services, producing monthly and annual reports that informed management decisions.
- Facilitated access to city services by liaising between community and multiple city departments, enhancing service delivery.
Detention Processing Technician (Booking)
1 Year- Interviewed detainees, including uncooperative or impaired individuals, to gather accurate intake and case information, facilitating timely processing.
- Verified criminal charges, assessed bail eligibility, and confirmed release dates through detailed record analysis, ensuring compliance with legal standards.
- Inventoried property and processed bail bonds, ensuring chain-of-custody compliance and accurate records.
- Maintained secure case files and processed law enforcement queries through CLETS, CCRS, MUPS, NCIS, and CJIS, supporting effective information retrieval.
Senior Customer Service Representative
9 Years- Investigated account discrepancies and identified system reporting errors.
- Managed trust accounts and maintained financial records for accuracy.
- Prepared detailed reports to facilitate internal audits and enhance compliance.
- Conducted and documented performance evaluations to provide constructive feedback and support employee development.
Education
Bachelor of Science - Criminal Justice
Associate of Science - Administration of Justice
Associate of Arts - Social & Behavioral Sciences
Certificate of Achievement - University Studies
Paralegal Studies
Skills
Certification
Conflict Resolution