Terrell Blackwell
Gaithersburg,Maryland
Summary
Reliable and enthusiastic Administrative Assistant offering over 8 years of Customer Service experience. Clever at prioritizing tasks, maintaining organization and optimizing workflow. Skilled at balancing high-volume inquiries with administrative needs. Outgoing and friendly receptionist/ Customer Service Rep. Delivering administrative excellence, including clerical support and public interaction.
Overview
7
7
years of professional experience
Work History
Community Connecter (Broker)
Customer Service Assistance Center
Rockville , Maryland
07.2020 - Current
- Teleworker for Montgomery County
- Operated State and County systems
- Resolved Customers issues and concerns
- Provided community resources for Food, Shelter and Health needs
- Addressed 311 service request
- Pre-screen application from Montgomery County Correctional Facility (MCCF)
- Answer calls from MCCF
- Sent and Received emails to Clients and Case workers
- Scanned documents
- Outreached in the local community emergencies
- Connected individuals relevant resources.
- Documented and analyzed performance of different programs in order to make proactive decisions about services.
- Fielded phone calls , answering questions and inquiries regarding community resources and services.
Neighborhood Opportunity Network (Contractor)
Department of Health and Human Services
Wheaton , MD
01.2018 - 07.2020
- Provide customer service to clients to apply for County programs.
- Help educate residents about programs and services.
- Intake document and scanned.
- Utilize Word, Excel, Office 365, ZFE CARES, EICM, Data systems, MDthink, DHS CRM
- Perform general office tasks FAX, Scan, email, make copies.
- Outreach to Montgomery county communities to promote services and recruit clients
- Presentations to groups about benefit programs
- Created and emailed memos and correspondence.
- Answering phones
- Responding to service request
- Made referrals to Interfaith, Wider circle
- Teleworking
- Communicated with multiple nationalities using Language line
Administration Assistant
Department of Health and Human Services
Rockville , MD
01.2015 - 01.2017
- Managed receptionist area, including greeting of customers.
- Responded to phone calls and in person requests.
- Made copies, sent faxes and logged customers in system to be serviced.
- Intake Recertification documents and scanned into CARES system.
- Utilized Word/Excel to write reports
- Supervised volunteers in scanning customers documents into ECMS.
- Opened, sorted, and distributed incoming correspondence, including faxes and email.
- Prepared responses to correspondence containing routine inquiries.
- Attended meetings
- Answered phone calls and directed calls to appropriate parties.
- Performed general office duties, such as ordering supplies, maintaining records management database systems, and performing basic bookkeeping .
Education
Diploma -
Watkins Mill High School
Gaithersburg, MD06.1997
Skills
- Excellent Customer service skills
- Knowledge of Govt Database systems MDTHINK E&E, ECMS, EICM, DHS CRM, Siebel, CARES
- Basic database entry, Outlook 365, meetings, Excel, Office 365, Teams, Word, General office duties
- Office administration
- Filing assistance
- Multi-line phone administrative proficiency
- Multi tasking
- Excellent Communication skills
- Team player
Timeline
Community Connecter (Broker)
Customer Service Assistance Center
07.2020 - Current
Neighborhood Opportunity Network (Contractor)
Department of Health and Human Services
01.2018 - 07.2020
Administration Assistant
Department of Health and Human Services
01.2015 - 01.2017
Diploma -
Watkins Mill High School
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