Robin Browning
Abingdon,VA
Summary
Dynamic professional with extensive experience in customer service and human resources, notably at the Department of Motor Vehicles. Proven ability in problem-solving and relationship building, enhancing service delivery and employee training programs. Skilled in data entry and documentation, fostering team collaboration to achieve organizational goals.
Overview
24
24
years of professional experience
Work History
Sr Customer Service Generalist
Department of Motor Vehicles
09.2009 - 06.2025
- Senior CSR in the highest-volume producing service center in the District, providing efficient and accurate information to customers.
- Built strong relationships with customers through attentive listening skills demonstrating empathy while conducting transactions.
- Played integral role mentoring and training of new employees sharing best practices tips fostering supportive team environment.
- Facilitated smooth transactions by accurately processing various transactions from drivers licensing to vehicle transactions while being empathic and courteous to a variety of clients.
- Spearheaded initiatives to enhance DMV's reputation by delivering exceptional service experiences to customers.
- Handled escalated customer complaints with professionalism, defusing tense situations and achieving satisfactory resolutions.
- Interpreting, understanding and practicing all Federal and State regulations as it pertains to the Department of Motor vehicles.
Rehabilitation Specialist
Southwestern Virginia Mental Health Institute
09.2009 - 09.2010
- Facilitated support groups for both patients and caregivers, fostering connections between individuals facing similar challenges during the rehabilitation process.
- Responsible for working with the Adolescent Unit Treatment Program.
- Responsible for the planning of therapeutic educational, recreational, and wellness activities.
- Documented each client's daily progress with their individual treatment plans.
Staff Resources- Home Based Specialist
People Incorporated
02.2007 - 11.2008
- Followed all company policies and procedures to deliver quality work.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Responsible for coordinating and performing the hiring process for all new hires for the Children and Family Programs within Federal and State regulations.
- Responsible for the maintenance of Children and Family programs employee files with all Federal and State regulations.
- Coordinated all new employee orientations.
- Responsible for the supervision of the Home visiting program for Head Start and Early Head Start.
- Responsible for the supervision and staff development of nine Home Visitors.
Business Office Manager
Heartland Home Health and Hospice
09.2003 - 09.2006
- Responsible for coordinating all financial monthly,quarterly and year end reports.
- Coordinated and ensured that all data entry into the database for billing and census was accurate for billing and reported to all Federal and Sate agencies in a timely manner.
- Ensured that all payroll data for employees was accurately entered and paid correctly.
- Coordinated and performed all Human Resource functions for the agency.
- Performed all accounts payable functions ad reconciliation reports for the agency.
- Performed and coordinated all Medicaid and Medicare room and board billing.
- Coordinated and performed all training for new office mangers within the regions.
- Implemented employee training programs, increasing overall staff competency and reducing skills gaps.
- Resolved financial discrepancies and customer billing issues with timely attention.
- Updated reports, managed accounts, and generated reports for company database.
- Coordinated office events and staff training sessions, boosting morale and enhancing skill sets across team.
- Coordinated staff schedules, adjusting workloads to maximize productivity and meet deadlines.
- Contributed to a successful annual audit by preparing thorough documentation in accordance with regulatory requirements.
Human Resources Manager
Ashland Convalescent Center
09.2001 - 09.2003
- Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times for over 200 employees.
- Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
- Optimized payroll processing procedures for accuracy and timeliness using advanced software solutions.
- Organized and led staff orientation programs and training to promote collaboration.
- Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
- Developed comprehensive onboarding programs to facilitate smooth integration of new employees into the organization.
- Maintained payroll and benefits for employees and diminished financial discrepancies through expert program management.
- Coordinated and reformed a bi-weekly payroll.
- Provided expert guidance on labor laws and regulations, mitigating legal risks for the organization.
- Performed all accounts payable functions for the facility.
Education
Bachelor of Arts - Organizational Communication
University of North Carolina At Greensboro
Greensboro, NCSkills
- Data entry proficiency
- Patient and Empathic
- Customer service and relationship building
- Problem-solving and critical thinking
- Time management and Multitasking abilities
- Adaptability and flexibility
- Team collaboration and development
- Customer relationship management (CRM)
- Documentation
- Data collection
- Problem and complaint resolution
- Follow-up skills
- Microsoft Office Suite
- Payment processing
- Staff training
- Cultural awareness
- Staff education and training
- Report generation
Timeline
Sr Customer Service Generalist
Department of Motor Vehicles
09.2009 - 06.2025
Rehabilitation Specialist
Southwestern Virginia Mental Health Institute
09.2009 - 09.2010
Staff Resources- Home Based Specialist
People Incorporated
02.2007 - 11.2008
Business Office Manager
Heartland Home Health and Hospice
09.2003 - 09.2006
Human Resources Manager
Ashland Convalescent Center
09.2001 - 09.2003
Bachelor of Arts - Organizational Communication
University of North Carolina At Greensboro
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