Rosalyn Taylor
Baltimore,MD
"Excellence is never an accident!"
Summary
Experienced Office Management and Administration Professional with 20 years of experience optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
19
19
years of professional experience
Work History
Human Service Administrator II
Maryland Department Of Human Services
01.2012 - Current
- Manage team of six District Managers to meet all program compliance for federal and state social assistance programs. Consistently meet required 98% compliance rating
- Analyzed and solved multi-faceted problems that effect business initiatives
- Established efficient workflow processes, monitor daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
- Develop highly-efficient administrative team of six through ongoing coaching and professional development opportunities
- Communicate corporate objectives across all divisions through regular correspondence and scheduled status updates
- Hire, manage, develop and train staff, establish and monitor goals, conduct staff performance reviews
- Improve customer satisfaction scores by 25%
- Develop and implement performance improvement strategies and plans to promote continuous improvement of service delivery and program compliance
- Enhance customer satisfaction by promptly addressing service inquiries and providing accurate information
- Manage a high volume of service requests, prioritizing tasks to meet deadlines consistently
- Monitored service performance metrics, identifying areas for improvement and recommending solutions
- Organize regular team meetings for better communication, fostering positive work environment conducive to productivity
- Implement quality control measures resulting in significant reduction in errors within the department
- Train new employees on company procedures and software systems, contributing to their rapid integration into the team
- Develop user-friendly guides for commonly-requested services
- Facilitate clear communication between clients and technical teams through concise documentation and effective follow-ups
- Proactively identified recurring issues from customer feedback data analysis which informed process improvements benefiting both clients' experience and operational efficiency
- Built and managed processes for tracking and monitoring department performance
- Develop internal requirements which complied with federal/state regulation standards to minimize regulatory risks and liability across program
- Aggregate and analyze data related to administrative costs to prepare budgets for government social programs
- Streamline service processes for increased efficiency by implementing an improved record-keeping system
- Develop and maintain comprehensive databases of service history, facilitating easy access to relevant information for faster problem resolution and informed decision making
- Manage vendor contractual agreements to ensure compliance with pay for performance contracts
- Ensure fiduciary responsibility with overtime budget expenditures
Human Service Specialist IV
Department Of Human Services
02.2005 - 01.2012
- Conducted regular training sessions for approximately 600 staff, on program policy, procedures and computer systems. Ensuring consistent delivery of exceptional services to customers
- Managed service specialist team, fostering positive work environment and encouraging teamwork to achieve desired results
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time
- Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times
- Provided expert troubleshooting assistance across various product lines, effectively resolving complex issues in timely manner
Education
Master of Arts - Business Administration
11.2015
Master of Science - Public Administration
06.2005
Bachelor of Science - Social Science
06.1991
Skills
- Implement Policy and procedures
- Identify barriers that hinder program compliance
- Resolve HR personnel related issues
- Data analysis
- Manage fiscal budget
- Administrative/Staff Management
- Resource Management
- Handle service level agreements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Human Service Administrator II - Maryland Department Of Human Services
01.2012 - Current
Human Service Specialist IV - Department Of Human Services
02.2005 - 01.2012
Strayer University - Master of Arts, Business Administration
Sojourner-Douglass College - Master of Science, Public Administration
Coppin State University - Bachelor of Science, Social Science
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