Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalyn Fleming

Waltham,MA

Summary

Professional with extensive experience in employment services, committed to delivering impactful job placement and career development solutions. Known for strong focus on team collaboration and achieving measurable results. Expertise in client interviews, job matching, and employer outreach, combined with reliable and adaptable approach to changing needs.

Overview

12
12
years of professional experience

Work History

Employment Specialist

Baycove Health and Human Services
06.2024 - Current
  • Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
  • Assisted clients in developing effective job search strategies that leveraged their unique skills, experience, and qualifications for targeted positions.
  • Provided clients with on-the-job training and employment related support to maintain and retain employment.
  • Engaged in continuous professional development, staying current on best practices in employment services and workforce development.
  • Forged relationships with employers to gain insight into job openings and career opportunities.
  • Tracked client progress through detailed case notes and regular follow-ups, ensuring efficient service delivery.

CUSTOMER AGENT II-LEAD

MDOT Motor Vehicle Administration
03.2022 - 05.2024
  • Responsible for management and oversight of titling and registering vehicles, licensing, and monitoring drivers, issuing identification cards, licensing, and regulating vehicle-related businesses, enforcing insurance and vehicle emissions inspection laws, investigating for non-compliance with motor vehicles laws and regulations, and other customer support functions
  • Perform end-of-day closeouts with the law room, kiosk, and agents and compile closeout reports
  • Issued over 90 products for drivers and their vehicles, such as; handicap placards, vehicle titles, vehicle tags/registration, ID cards, and driver licenses
  • Routinely operates various office equipment that includes digital cameras, printers, scanners, typewriters, data entry equipment, and laminating machine
  • Adjudicated 45 reports of investigation, more than 70 motor vehicles files nationwide, and other records to determine whether to grant, deny, revoke, or suspend driving privileges IAW the Motor Vehicle Administration guidelines, policies, and practices
  • Inspected over 85 pertinent documents for authenticity while enforcing state/federal emission and insurance laws
  • Provided mentorship, guidance, and instructions, to a team consisting of 20-25 Customer Agents
  • Tested 60 customers for vision qualification and knowledge of driving laws; responded to more 54 customer inquiries, complaints, and concerns, with a 93% resolution rate
  • Recognized by management for providing premier customer service to internal and external customers during the 2023 calendar year
  • Trained more than ten personnel on how to appropriately examine/scan documents, and electronically file documentation IAW Maryland Motor Vehicles Administration guidelines, policies, and procedures
  • Partnered with internal and external departments in the Glen Burnie administration office on six occasions to obtain additional information vital to processing customer requests

CASE SPECIALIST (Remote)

Nan McKay
05.2020 - 03.2022
  • Determined client eligibility to apply for ERAP assistance by completing comprehensive screening of client and household to ensure they meet program guidelines
  • Managed a caseload of assigned clients throughout the application and submission process
  • Provided support to ERAP Call Center staff when needed and necessary
  • Participated in and assisted with outreach to communities to educate members on the ERAP program, including eviction prevention assistance and case management services
  • Entered all client data into the electronic database systems of the employer as well as additional tracking and shared electronic systems as required by the grant
  • Participated in weekly individual supervision, monthly team, and other grant meetings as required
  • Maintained case records in an efficient and timely manner and tracked all relevant or requested data for agency and state grant requirements
  • Recognized and adhered to professional roles and boundaries, able to assess client's capacity to carry out mutually decided upon, realistic goals, and provided general administrative support including assisting in the preparation of statistical and program reports and maintaining journal logs
  • Analyzed and conducted the first line of review of more than 38 applications and responded to 76+ email and telephone inquiries
  • Drafted 21 detailed reports for investigation and final responses to be sent forward for review
  • Completed all mandatory certifications/required training and maintained working knowledge of New York and Massachusetts ERAP application processing criteria while adhering to outlined policies and procedures
  • Conformed with all quality assurance and control requirements in reviewing 18 or more expedited, high-risk, and potentially fraudulent applications
  • Performed more than 10 various administrative functions; routinely utilized office systems/applications that included CSR systems, Docuphase, DelTek, Genesys, Podio, and HelpJuice

CUSTOMER RELATIONS ASSOCIATE

University of Maryland Global Campus UMGC
11.2012 - 06.2019
  • Functioned as a senior team member of an institutionally defined self-directed team providing guidance, instruction, and training in multi-functional clerical/operational procedures and processes to other team members
  • Assisted in coordinating the work with other team members or departments
  • Work involved a broad variety of specialized tasks and methods consistent with a clearly defined team-based work environment and continuous quality improvement objectives
  • Provided instruction and guidance in operations and procedures to team clerical personnel
  • Coordinates work priorities, plans, and schedules
  • Led the implementation and administration of clerical policies and procedures for the team
  • Coordinated quality control and recommended changes to work methods or technology to improve quality, and service, and increase productivity
  • Planned and coordinated the assembly, compilation, and processing of data and records for reports and special studies
  • Prepared correspondence specialized and recurring reports related to team operations
  • Analyzed and conducted the first line of review of more than 38 applications and responded to 76 email and telephone inquiries
  • Drafted 21 detailed reports for investigation and final responses to be sent forward for review
  • Completed all mandatory certifications/required training and maintained working knowledge of New York and Massachusetts ERAP application processing criteria while adhering to outlined policies and procedures
  • Conformed with all quality assurance and control requirements in reviewing 18 or more expedited, high-risk, and potentially fraudulent applications
  • Performed more than 10 various administrative functions; routinely utilized office systems/applications that included CSR systems, Docuphase, DelTek, Genesys, Podio, and HelpJuice
  • Consistently utilized SalesForce, WorkDay, Oracle, Touchnet, SharePoint, Cisco, and PeopleSoft to provide customer care and adhere to office mandates/requirements
  • Led training and peer-mentoring program for 25 new hires; developed and maintained training program to reduce onboarding time and that information regarding best practices and experiences were shared
  • Mentored 16 out of 25 new hires through their first two weeks of calls/email interactions
  • Researched and analyzed 32 inquiries regarding customer accounts via phone and email
  • Provided detailed responses to over 45 emails as well as responded to 30 - 65 phone calls
  • Partnered with more than six departments, such as Military, Veterans, Collections, Accounting Compliance, and Financial, to resolve and/or assist with student escalation and resolution
  • Selected by management to synchronize efforts with Quality Assurance, Fraud, and Compliance departments to recommend modifications to work methods
  • Prepared and processed 41 or more incoming and outgoing document departmental messages to be communicated to the appropriate personnel, Staff, or departments

Education

Associate of Science -

College of Southern Maryland
La Plata, MD
12-2025

Skills

  • MICROSOFT OFFICE
  • WINDOWS 7-10 Platforms
  • VIRTUAL CONFERENCING
  • DATABASE ENTRY
  • ACCOUNTS RECEIVABLE
  • SHAREPOINT
  • ADOBE CREATIVE SUITE
  • PROCESS IMPROVEMENT
  • EMPLOYER OUTREACH
  • JOB DEVELOPMENT
  • CRITICAL THINKING
  • COMMUNICATION SKILLS
  • COMMUNITY COLLABORATION

Timeline

Employment Specialist

Baycove Health and Human Services
06.2024 - Current

CUSTOMER AGENT II-LEAD

MDOT Motor Vehicle Administration
03.2022 - 05.2024

CASE SPECIALIST (Remote)

Nan McKay
05.2020 - 03.2022

CUSTOMER RELATIONS ASSOCIATE

University of Maryland Global Campus UMGC
11.2012 - 06.2019

Associate of Science -

College of Southern Maryland

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Rosalyn Fleming