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Skills

  • Accounting familiarity
  • Customer service excellence
  • Project organization
  • Sage 50 US
  • Cross-agency liaison and coordination
  • Stakeholder relationship management
  • 14 WPM typing speed
  • Digital service form optimization
  • Compliance with federal, state, and local regulations
  • Bookkeeping

Work Experiences

  • Acted as the primary point of contact for escalated cases related to housing assistance, achieving a 67% resolution rate within established timelines.
  • Applied conflict resolution skills.
  • Completed the process within 6 weeks.
  • Collaborated with departmental heads.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Oversaw the scheduling, preparation, and distribution of information for board and committee meetings.
  • Addressed over 13 queries.
  • Authored and updated a comprehensive Citizen Services Handbook distributed to 12 staff across Austin, ensuring standardized service protocols.
  • Collaborated with legal and compliance teams to manage appeals and escalations, contributing to a 28% reduction in dispute resolution times.
  • Planned domestic and international travel, including airfare, hotel reservations, and ground transportation.

Summaries

  • For standard business objectives, outgoing and efficient Citizen Services Officer versed in strategic planning.
  • Collaborated with legal and compliance teams.
  • Talented Administrative professional with background in accounting and finance. Extensive knowledge of AR/AP, Microsoft Excel and QuickBooks software. Leveraging 8 years of excellence in system settings and Lean competencies.
  • Accomplished in interagency collaboration, having resolved escalated citizen cases within 12 hours, contributing to a 18% service satisfaction increase.
  • Methodical and well-organized, with excellent prioritizing and planning skills.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Costs were consistently reduced while profits were increased.
  • Adept at implementing citizen engagement strategies.
  • Citizen Services Officer is a talented Citizen Services Officer who goes above and beyond basic administrative tasks by juggling multiple projects at the same time.
  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.

Accomplishments

  • Organized and led special response teams to manage surge events, dispatching resources to handle 14 cases within several months, minimizing delays.
  • Initiated a citizen feedback loop, leveraging data analytics to streamline departmental processes and reduce operational redundancies, cutting costs by approximately $235,000 annually.
  • Guided 14 citizens through complex regulatory processes, resulting in a 50% reduction in processing errors and a 2% increase in overall satisfaction.
  • Developed and maintained performance tracking systems to monitor case flow, improving resource allocation efficiency and reducing team workload by 34%.
  • Developed and integrated continuous process improvements in citizen service processing, reducing service appointment durations by 45%.
  • Engineered a client data management protocol that saved over 6 man-hours annually and improved data retrieval times by 34%.
  • Coordinated translation services for non-English speaking citizens, ensuring accurate and prompt communication, which improved service inclusivity by 74%.
  • Facilitated cross-departmental collaborations that streamlined case reporting and documentation, reducing communication gaps by 17%.
  • Enhanced department efficiency by creating a color-coded case priority system, leading to a 9% decrease in escalations and improved case handling times.
  • Resolved product issue through consumer testing.

Affiliations

  • Interagency Taskforce Membership for Austin Emergency Response Preparedness
  • National Association for Community Mediation (NAFCM)
  • Government Finance Officers Association (GFOA)
  • Association of Information Technology Professionals
  • Certified Manager (CM) Certification Program
  • International Association for Public Participation (IAP2)
  • National Emergency Management Association (NEMA)
  • Project Management Institute
  • Open Data Institute – Public Sector Data Affiliate
  • American Marketing Association

Certifications

  • Certified Associate in Project Management (CAPM) - PMI
  • Certified Business Analysis Professional (CBAP)
  • Project Management Professional (PMP) - PMI
  • Data Analytics for Government Agencies Certification - Vantage
  • Project Management Professional (PMP)
  • Customer Relationship Management Software Certification – Workday
  • SHRM Certified Professional (SHRM-CP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Managing Public Sector Records Certification - Lakeside Partners
  • Certification in Public Service Leadership - Beacon Labs

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