Raven Coleman
Nottingham,MD
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Teacher's Aide/One-On-One Aide
Delta T Group
Baltimore, MD
09.2023 - Current
- Assisted teachers with classroom activities and instruction.
- Provided individualized tutoring to struggling students.
- Collaborated with other aides, teachers, and administrators to develop strategies for student success.
- Created positive relationships with students through active listening and positive reinforcement of behavior expectations.
- Ensured all students had access to appropriate educational resources needed for success in the classroom environment.
- Supported special education students in the general education setting by providing accommodations or modifications.
- Maintained accurate records of student progress, behaviors, and attendance.
Title Clerk/Data Entry Manager
PDP group
Hunt Valley, MD
10.2023 - 03.2024
- Verified accuracy of title documents for completeness and correctness.
- Processed applications for new titles, transfers and duplicate titles.
- Entered lien information into the system when applicable.
- Reviewed state regulations to ensure compliance with rules and regulations governing motor vehicles titles.
- Handled payments from customers for taxes, registration fees.
- Checked titles against odometer readings to verify accuracy of mileage disclosure statements.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Coordinated with other departments such as IT, Sales, Marketing., on various initiatives related to gathering customer information.
- Performed data entry of vehicle information into system for registration purposes.
- Maintained confidentiality regarding employee medical information while processing leave requests.
- Created reports to track employee leave usage and presented findings at management meetings.
- Collaborated with payroll department to ensure accuracy in tracking hours taken as part of approved leaves of absence.
- Coordinated return-to-work activities for employees returning from a leave of absence.
- Facilitated communication between supervisors, HR personnel, and other stakeholders involved in the leave process.
- Drafted letters notifying employees about their approved leaves of absences.
- Responded promptly to inquiries from both internal and external customers related to Leaves Of Absence matters.
- Advised employees about available resources such as short-term disability insurance or unpaid family medical leave options.
- Monitored employee leave balances and notified managers when employees were near their maximum allowable time off.
- Reviewed and processed employee leave of absence requests in accordance with applicable federal, state, and local laws.
- Updated HR databases with current information related to employees' leaves of absences.
- Processed disability claims with third party administrators.
- Prepared or maintained employment records using human resources management system software.
Fraud Analyst
Bank of America
Hunt Valley, MD
09.2021 - 09.2023
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Tracked chargeback activity to identify best practices for determining fraud.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Served as primary contact for fraud claim inquiries.
- Made recommendations for closing accounts and performed associated follow-up.
Customer Service Representative
BGE, Baltimore Gas & Electric
Baltimore, MD
07.2019 - 03.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Customer Service Specialist
Maryland Health Connection
Baltimore, MD
10.2018 - 07.2019
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Improved customer service wait times to mitigate complaints.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
PSE Clerk
United States Postal Service, USPS
Baltimore, MD
11.2014 - 10.2018
- Operated mail processing equipment and manually sorted mail.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Utilized factors such as package shape and final destination to sort into correct bins for delivery.
- Supported shipping and receiving needs by loading and unloading transportation vehicles and containers.
- Processed payments and handled cash using point of sale (POS) computer system.
- Set goals and operating procedures that maximized employee effectiveness.
- Offered support and advice to newer personnel to improve performance.
- Operated forklifts and other heavy equipment to move large items and containers.
- Help customers fill out change of address forms and reports for lost or stolen mail.
- Sold stamps, services and packaging.
- Routed all classes of mail in sequence of delivery along established route.
- Handled undeliverable mail in accordance with established procedures.
- Weighed parcels, calculating costs based on type, total weight and final destination.
- Sold stamps, tracking services and insurance to customers.
- Obtained receipts for registered and certain insured mail.
- Sold stamps and money orders to mail customers along daily route.
Education
Some College (No Degree) -
TESST College of Technology - Alexandria
Alexandria, VASkills
- Call Management
- Activity Monitoring
- Financial Modeling
- Reporting and Alerts
- Fraud Identification
- Dispute Resolution
- Case Management
- Fraud Patterns
- Fraud Detection
- Effective Communication
- Verbal and Written Communication
- Account Information Review
- Data Analysis
- Telephone and Email Etiquette
- Proficient in MS Word ,Scisco, Jabber ,HBX,MMIS
- Special needs education
- Calendar Management
- Business Administration
- Administrative Support
- Call handling
- Data Entry
- Quickbooks
- Spreadsheet Creation
- Excel spreadsheets
- Google Suite Proficiency
- User Training
- Time management abilities
- Workday
- Banner
- Strong attention to detail
Affiliations
- Years of experience with volunteering in afterschool programs and summer programs working with children with behavioral issues. 2010-current.
- CPI Licensed
Timeline
Title Clerk/Data Entry Manager
PDP group
10.2023 - 03.2024
Teacher's Aide/One-On-One Aide
Delta T Group
09.2023 - Current
Fraud Analyst
Bank of America
09.2021 - 09.2023
Customer Service Representative
BGE, Baltimore Gas & Electric
07.2019 - 03.2021
Customer Service Specialist
Maryland Health Connection
10.2018 - 07.2019
PSE Clerk
United States Postal Service, USPS
11.2014 - 10.2018
Some College (No Degree) -
TESST College of Technology - Alexandria
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