TOMIKA BARKLEY
Washington,District of Columbia
Summary
Devoted legal support worker brings great people skills, attention to detail and organized approach to managing high workloads. Assists individuals of diverse backgrounds with basic legal needs and coordinates referrals for advanced cases. Great at managing time and advanced with word processing software, legal database research and digital recordkeeping systems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Legal Instrument Examiner (Customer Care Advocate)
DC DEPARTMENT OF MOTOR VEHICLES
10.2015 - Current
- Exceeded expectations by averaging 145% workflow productivity when compared with peers.
- Thorough knowledge of the District of Columbia Department of Motor Vehicle laws, regulations, policies and standard procedures dealing with motor vehicles and operator licensing.
- Conducts examinations of more than one type of legal instruments and supporting documents to determine proof of identity, proof of residence, proof of social security number, insurance, and other eligibility of the products and services of the department.
- Demonstrate the keen ability to communicate effectively in a patient and courteous manner applying tact and de-escalation techniques to overcome intense and sometimes hostile situations.
- Independently analyze service issues and documentation anomalies, in addition to resolving non-routine, complex and problem transactions.
- Effectively maintain account balances and perform drawer closeout procedures daily.
- Examines citation issues for parking, photo enforcement, minor moving, and pedestrian violations to determine prima facie Case.
- Successfully process transactions that arrive from various service channels.
- Improved overall efficiency within the department by sharing knowledge and resources with colleagues as needed.
- Increased compliance with agency regulations by conducting thorough examinations of submitted documents.
- Answered telephone and coordinated meetings and conferences.
- Provided key administrative assistance to senior management.
- Contributed to the development of best practices for legal instrument examination by actively participating in team discussions and sharing insights from personal experience.
- Streamlined workflow processes by proactively addressing any obstacles or challenges that arose during the examination process.
- Provided training and guidance to junior staff members, assisting them in developing their skills as Legal Instrument Examiners.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
- Kept up-to-date on case progress by frequently reviewing records and reporting findings to clients.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Developed comprehensive reports for management by collecting data from various sources, analyzing trends, and presenting actionable insights.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Administrative Support Specialist
DISTRICT DEPARTMENT OF TRANSPORTATION
06.2013 - 09.2015
- Responsible for processing DDOT Freedom of Information Act (FOIA) request
- Cooperated with the Office of Risk Management by providing claim reports for required compliance with the General Council and the Mayor’s Office
- Monitored subrogation claims for DDOT’s asset recovery program
- Successfully processed insurance payments before the fiscal year-end deadline
- Effectively reviewed files to ensure billing amounts were accurate and complied with DDOT's asset recovery process
- File the necessary documents with asset recovery for consumer reimbursement
- Conducted on-site investigation for resident insurance claims and complaints
- Ensured that the payroll process for contractors was in compliance with the Davis Bacon Act.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Supported the company's growth by conducting thorough research on industry trends, analyzing competitor's strategies, and providing actionable insights to inform decision-making processes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Managed filing system, entered data and completed other clerical tasks.
- Upheld data security standards by managing sensitive information with discretion while adhering to privacy regulations.
Case Manager
MEDSTAR HEALTH
11.2001 - 06.2012
- Analyzed claims to determine extent of company’s liability
- Aided in the process of negotiation for claimant settlements in accordance with company policy
- Collaborated with third party health vendor’s agents and interviewed claimants to correct errors, recertified omissions and investigated questionable issues
- Registered patients for outpatient services
- Reviewed Physician prescriptions for patients for accuracy
- Coordinated team conferences.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Coordinated essential services for clients, resulting in improved overall well-being and self sufficiency.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Liaised with social worker to expedite financial assistance not covered by insurance.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
Education
High School Diploma -
Calvin Coolidge
Washington, D.C.Skills
- Legal Research
- Legal Document Processing
- Collaboration and Teamwork
- Knowledge of Federal and State Laws
- Policy Knowledge
- Support Services
- Exceptional telephone etiquette
- Administrative Support
Certification
- MS Office, 02/2022
- HIPPA & Confidentiality, 02/2022
- Data Compliance Issues and Strategy, 04/2023
- Expert Insight on Recruitment and Hiring, 02/2023
- Fraudulent Document Training, 03/2023
- Audit Assessment and Finalization Training, 05/2023
- Cyber Security Annalist and Data Privacy, 05/2023
- Customer Service Solutions Training, 01/2023
Leadership Strengths
- Project Analytics
- Integrity
- Motivational
- Thrives under pressure
- Project Management
- Team Building/Mentoring
- Positivity
- Conflict Resolution
- Results Oriented
- Energetic
- Active Listening
- Critical Thinking/Problem Solver
- Strategist
- Emotional Intelligence
- Decisiveness
Timeline
Legal Instrument Examiner (Customer Care Advocate)
DC DEPARTMENT OF MOTOR VEHICLES
10.2015 - Current
Administrative Support Specialist
DISTRICT DEPARTMENT OF TRANSPORTATION
06.2013 - 09.2015
Case Manager
MEDSTAR HEALTH
11.2001 - 06.2012
High School Diploma -
Calvin Coolidge
- MS Office, 02/2022
- HIPPA & Confidentiality, 02/2022
- Data Compliance Issues and Strategy, 04/2023
- Expert Insight on Recruitment and Hiring, 02/2023
- Fraudulent Document Training, 03/2023
- Audit Assessment and Finalization Training, 05/2023
- Cyber Security Annalist and Data Privacy, 05/2023
- Customer Service Solutions Training, 01/2023
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