Nicole Robertson
Manteca,CA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support and great customer service. Good supply management, recordkeeping and schedule coordination skills dedicated to keeping professionals focused and prepared for daily requirements. Responsible, punctual and productive professional when working with little to no supervision.
Overview
17
17
years of professional experience
Work History
DMV Office Specialist
TESLA Inc
07.2018 - 04.2024
- Verified customer insurance, valid ID and payments for vehicle registration
- Registered customer vehicles and mailed customers their paperwork for self-registration states
- Coordinated with sales and delivery team to ensure all customer documents are correct for vehicle registration
- Received, reviewed and processed check requests from 20 other DMV Specialists
- Process stop-payment requests from DMV Specialists
- Ordered all State forms for delivery centers
- Mailed out forms to delivery centers and other TELSA offices
- Processed monthly reports
- Worked with 3rd party vendors to get customer’s documentation for vehicle registration
- Processes DMV registrations related to sales, as well as for Tesla-owned vehicles.
- Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
Senior Office Assistant
San Joaquin County Human Services Agency
11.2013 - 07.2018
- Supported 5 Program Managers and 8 supervisors
- Explained to client’s program eligibility and client responsibilities for receiving benefits
- Responsible for gathering data to process monthly reports
- Answered 50 plus inbounds calls and direct to proper departments
- Submit timesheets to personnel for the supervisors and program manager
- Scan documents to client’s cases using C-IV and Image Now system
- Coordinates with other agencies or individuals involved in cases
- Acts as liaison between clients and other counties for cases to be transferred in and out of county
- Supplies information to other agencies and client representatives
- Responsible for the ordering and disbursing of office supplies to the division
- Assist clients by telephone and in person to take fraud reports or assistance with applications.
- Managed sensitive information with discretion while following strict confidentiality protocols as required within the company's guidelines.
Eligibility Worker II
San Joaquin County Human Services Agency
10.2012 - 11.2013
- Worked with 50 more client cases.
- Schedule appointments with clients for their renewals and re-certifications
- Explain to client’s program eligibility and client responsibilities for receiving benefits
- Approves, denies, transfers, or terminates public assistance programs
- Authorizes benefits within specified guidelines and make appropriate referrals for immediate services
- Authorizes emergency assistance when necessary
- Scan documents to client’s cases using C-IV and Image Now system
- Coordinates with other agencies or individuals involved in cases
- Acts as liaison between clients and other counties
- Coordinates with other units in department; upon authorization
- Supplies information to other agencies and client representatives
- Directs clients to other offices or agencies for assistance as appropriate.
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
Office Assistant I
San Joaquin County Human Services Agency
03.2012 - 10.2012
- Provided clients with their future appointment dates and times
- Explain to clients when their QR7’s are due using C-IV System
- Advise clients with their new Eligibility Worker
- Explain to clients what and how General Assistance works
- Answer inbounds calls and direct to proper departments
- Assist with the opening of mail to be scanned and added to cases
- Advise clients when their Medi-Cal or BIC cards were issued using state MEDS System
- Scan documents to clients cases using C-IV system.
Profession Technical Representative I (Specialist Clerk I, Clerk II and ESC Clerk)
Alameda County Social Services Department
06.2009 - 06.2010
- Complete daily reports and provide support via telephone and email
- Provided customer service which included scheduling of appointments
- Assisted with data entry input of personal information for those applying for One E, Medi-Cal and Healthy Families applications
- Process requests for replacement BIC cards for customers using state MEDS system
- Assist Eligibility Workers with data entry process of retro-active Medi-Cal for their clients
- Handled incoming inquiries and assisted with group renewal meetings
- Relieve receptionist and perform receptionist duties which include greeting visitors, taking messages, prepared any outgoing mail and sorting any incoming mail to distribute to proper departments
- Mail out Medi-Cal and Food Stamp applications to the public upon request
- Assisted Eligibility workers in processing retro-active Medi-Cal requests from their customers.
Credit Card Dispute Representative
Washington Mutual Card Services
02.2007 - 03.2009
- Researched, analyzed, and quickly resolved basic, sensitive and complex customer service and transaction issues and divided them into manageable parts
- Responsible for stop payment of re-occurring charges on customers Visa or MasterCard credit card utilizing HOGAN, DOTS and TOTAL SYSTEMS
- Processed over 100 stop payment requests a day
- Provided support and collaborated with adjacent departments regarding the stop payment of reoccurring charges
- Coached and trained front line agents and call center agents on the stop payment process and procedures
- Batched, scanned and indexed documents into computer system
- Assist in mailroom when needed
- Assisted in the development and design of the new stop payment of re-occurring charges process & procedure
- Part of the Employee Appreciation committee.
Education
Associate Arts in Business -
San Joaquin Delta College
Stockton, CA05.2010
High School Diploma -
Skyline Senior High School
Oakland, CA06.1989
Skills
Event planning experience
Project Coordination Abilities
Travel Arrangements Experience
Customer Service
Time Management
Dedicated Team Player
Prioritizing Work
Scheduling appointments
Administrative Support
Mail handling and distribution
Clerical Support
Business and Office Administration
Timeline
DMV Office Specialist
TESLA Inc
07.2018 - 04.2024
Senior Office Assistant
San Joaquin County Human Services Agency
11.2013 - 07.2018
Eligibility Worker II
San Joaquin County Human Services Agency
10.2012 - 11.2013
Office Assistant I
San Joaquin County Human Services Agency
03.2012 - 10.2012
Profession Technical Representative I (Specialist Clerk I, Clerk II and ESC Clerk)
Alameda County Social Services Department
06.2009 - 06.2010
Credit Card Dispute Representative
Washington Mutual Card Services
02.2007 - 03.2009
Associate Arts in Business -
San Joaquin Delta College
High School Diploma -
Skyline Senior High School
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