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Manager Customer Service

Baltimore, Maryland, United States
March 02, 2018

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Agatha Cobey

**** ****** ***

Temple Hills MD


Dedicated to providing support for those most in need


Planning & Forecasting

Billing & Payments

Customer Service

Spreadsheet & Database Creation

Report & Document Preparation



Editing & Proofreading

Office Management

Records Management

Inventory Management

Professional Experience

Drop In Center Manager, Emergency Services, Community Family Life Services, Washington DC – 2016-2017

Served as initial contact to homeless individuals requiring services

Conducted intakes

Referred clients to appropriate program inside/outside organization

Served as liaison between organization and Capital Area Food Bank

Shopped for food to provided weekly distribution to the homeless population

Served as volunteer/donation coordinator, including picking up donations

Established relationships with various food establishments to obtain food donations

Distributed pastries at night to homeless

Operated a clothing boutique for men/women weekly

Provided back-up to receptionist

Served as backup to Trinity Arms Program Manager

Provided emergency services when needed

Served as backup to receptionist, answering multiline phone service

Trinity Arms Program Manager, Community Family Life Services, Washington DC

Provided case management to individuals in Transitional Housing Program under Rapid Rehousing Program

Performed drug testing as needed

Managed and provided case management to 17+ young women previously housed in shelter in order to ensure independent living

Developed IDP for clients

Assisted women in obtaining employment

Referred clients to appropriate agencies for medical, mental health and other needed services

Community Health Worker, Unity Health Care, Washington, DC, 2015-2016

Community Health Worker

Provide appropriate education and support to HIV+ clients.

Assist clients in self-management of chronic illness and medication adherence.

Educate clients on disease progressive prevention.

Educate people on the knowledge and skills needed to remain healthy.

Identify individual and community needs to assist patient.

Bridge the gap between clients and providers; as well the community.

Advocate for community and individual needs.

Refer and link to preventive services offered in the community.

Our Place, Washington, DC, 2009 to 2013

Drop-in Center Manager

Responsible primarily for managing the Drop-in Center, ensuring that the needs of each woman who returns home following a period of incarceration and who visits the drop-in center are assessed, documented and followed up to ensure successful reentry.

Provided oversight of the clothing boutique including assisting individual women identify appropriate clothing.

Supervised the Drop-in Center assistant, receptionist, and volunteers.

Handled all administrative duties and responds to donation inquiries.

Provided administrative support including but not limited to: participant data entry; purchase office supplies; manage petty cash requests; manage all check and money order requests and disbursements to clients; and performs community outreach via email, correspondence, and site visits.

Provide case management to women re-entering society.

Provide weekly and monthly programmatic reports regarding client intakes, financial assistance and other data captured during intake process.

Enter client information and background data into confidential and secure database.

Provide clothing, tokens, and/or birth certificates, ID vouchers, and money orders for police clearances to participants.

Manage the Family Transportation Program by scheduling weekly family visits to the prison and transporting families in passenger van.

Participate in bimonthly staff and clinical supervision meetings and individual supervision with immediate supervisor monthly.

Served as receptionist in absence of regular receptionist (maintaining multiple line phone system, greeting clients), ensuring that office was operating successfully.

Multiple Locations, Maryland & Washington, DC 2004 to 2009

Volunteer Work – Clerical, administrative, receptionist, operator (multiple phone lines)

Specific Locations

Charles County Health Department

Salvation Army

Life Styles

Spring Dell, La Plata, MD 2003 to 2004

Federal Government 1980 to 2002


Maurice McDonough High School, MD 1976 to 1980

General Diploma

Alcohol and Drug Effects

Alcohol and Drug Addiction

Interpersonal / Counseling Skills

Group Counseling

*Case Load Management


Anthony Covington – States Attorney (Charles County)


Sharon Wignet – Director SS (Unity Health Care)


Edward Dillard – Engineer


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