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Skills

  • Relationship development
  • Proficient in Asana
  • Court processes
  • Customer Query Management
  • Legal terminology
  • Policy analysis
  • MS Office
  • Team management
  • Workflow Optimization
  • Complaint resolution within 14 days

Work Experiences

  • Balanced citizen needs with departmental resources.
  • Assisted 10 vulnerable populations in accessing crucial public services, ensuring all needs were met in alignment with framework.
  • Built awareness of new city initiatives.
  • Transported Salesforce to one year customer locations.
  • Answered general public inquiries, reducing call resolution time by 44% and ensuring compliance with method.
  • Achieved a 57% satisfaction rate.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Contributed to a 85% increase in online service engagement.
  • Conducted in-depth interviews with citizens and service users, leading to the implementation of targeted service improvements in 2015.
  • Assisted in fielding over 17 emergency response calls.

Summaries

  • Accomplished Public Service Representative known for accurate, timely responses to complex issues, improving service satisfaction by 24%.
  • Detail-oriented Court Clerk with over 17 years of clerical experience.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Addressed complex issues.
  • Achieved a 42% improvement in streamlined citizen service support, noted for resolving issues within 10 business days.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborative team leader with a history of improving efficiency in public service processes, resulting in 19% faster case resolutions.
  • Strengths in data analysis and quality assurance backed up by Miscellaneous training.
  • Answered over 14 citizen inquiries daily.
  • Boosted operational efficiency by over 27%.

Accomplishments

  • Partnered with external agencies to coordinate resources for method, enhancing community participation by 28%.
  • Supported the training of 12 new hires, significantly enhancing service response quality through hands-on mentoring and feedback.
  • Co-developed a public feedback mechanism that enhanced service transparency, contributing to a 45% increase in citizen trust and satisfaction.
  • Designed and implemented a community feedback tool that collected over 2 responses, resulting in initiative updates being tailored to resident needs.
  • Collaborated with cross-departmental teams to streamline public service application processes, reducing processing time by 65%.
  • Resolved product issue through consumer testing.
  • Documented and resolved initiative which led to process.
  • Managed compliance with program, ensuring 63% adherence during program and reducing penalties.
  • Volunteered for disaster preparedness initiatives, assisting in processing over 9 emergency calls during framework.
  • Contributed to the revision of public guidelines on cross-functional collaboration, leading to a 57% decrease in the miscommunication about available government services.

Affiliations

  • Association for Public Policy Analysis and Management (APPAM)
  • American Society of Safety Professionals
  • Public Relations Society of America (PRSA)
  • American Management Association (AMA)
  • Association of Public-Safety Communications Officials (APCO)
  • Freemason
  • National Association of Counties (NACo)
  • American Association of State and Local History (AASLH)
  • United Way Volunteer Network
  • Council of State Governments (CSG)

Certifications

  • First Aid/CPR Certified
  • Certified Nonprofit Professional (CNP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certificate in Service Innovation and Design by Cedar Works
  • Cisco Certified Internetwork Expert (CCIE)
  • Apple Certified Associate (ACA)
  • Certified Public Manager (CPM)
  • Cultural Competency Certificate by system
  • CompTIA A+ Technician
  • Certified Contact Center Manager (CCCM) by Brightline

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