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Service Representative Customer

Rockville, Maryland, United States
May 22, 2019

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C: 240-***-**** E:


Looking for the opportunity to work in my field of study Business Administration. Highly-motivated individual and seeking to gain knowledge and growth within the company. Seeking to work in a business position to utilize my expertise in boosting productivity and performance in an organization.


Bachelor’s in Business Administration - Concentration on Management

03/2019 Strayer University - Rockville, MD 20850

Associate’s in Business Management

07/2019 Eastern Gateway Community College - Youngstown, OH 44503

Associate’s in Paralegal - (To be complete 07/2020)

07/2020 Eastern Gateway Community College - Youngstown, OH 44503


HIPPA Compliance Training & Preventing Workplace Harassment.

Montgomery County, Limited English Proficiency (LEP) Coordinator Training


Eligibility Programs Knowledge of:

CCATS (Child Care Information Systems) – process voucher for childcare providers.

CARES (Client Information system to client applied) – eligibility process for food stamps, medical assistance and temporary cash assistance and MABS (Access to employment period).

Other Online Programs:

Web Access, Group Wise, Protivity, and CALMS.

Microsoft Office:

Word, Excel, Power Point, Publisher, Outlook, Access, and Office 365


Experience working for Social Service Programs; interpreting and applying program guidelines, policies, and regulations.

Develops good relationships with clients and provide effective communication in both English & Spanish.

Ability to handle multiple assignments with conflicting priorities and working independently.

Ability to handle sensitive information, confidential materials and follows HIPAA privacy regulations.


Program Aide 10/2014 to Present

Montgomery County Government - Office of Consumer Protection (OCP)

Investigation and Licensing Programs -Rockville MD 20850

Provide direct program support and referral assistance to consumer. Apply know knowledge of appropriate Federal, State, and County consumer proception laws and regulation daily to determine appropriate action. Provide Administrative support for OCP’s Investigate, Office of Common Ownership and Licensing Programs.

Perform routine administrative and computer database duties for the Licensing Programs, including reviewing applications for completeness, data entry, registration and license renewal for Motor Vehicle Repair and Maintenance, Small Appliance Repair, and Secondhand Personal Property Dealers licensing applications.

Distribution outreach efforts; researching subject matter, corresponding laws and regulations; coordinating mailings to agencies and victims.

Prioritizing schedule requests and managing an office calendar.

Respond to inquiries within OCP’s jurisdictional authority from consumers, merchant, and public telephone, in person, email, and through Montgomery County’s MC311. Apply knowledge of appropriate Federal, State, and County consumer protection laws and regulations to assist with filing a complaint with OCP. Ensure that all request for OCP’s service are handle with effective customer service and in a timely manner.

Serve as an OCP liaison for other agencies and the public regarding Montgomery County’s Limited English Proficiency (LEP) Program services.

Guest Service Representative 01/2017 To Present

Holy Cross Hospital in Germantown, MD 20874

To give outstanding services to the guests that have come to visit a patient and greet them in a friendly manner and interact with them in a positive way

To maintain up to date knowledge on the current services or events that are being offered and make sure that this information is conveyed to the customers in an effective way.

To practice safety standards when it comes to an emergency.

Provides resolution to service requests when possible and refers the inquiry to the functional area if more extensive resolution is required.

Documents timely and accurately all contacts, issues, actions taken and results within the patient accounting system.

Member Service Representative & Business Support Specialist 06/2013 To Present

YMCA in Bethesda, MD 20816

Performs collection activities including, but not limited to emails, phone calls, terminations, and branch follow-up; documents/notates non-payment status on member accounts

Participated in delivery of services to members to ensure excellence

Created a positive environment where everyone feels welcome, encourage, and motivate others to become more involved in the YMCA

Communicated in a friendly and a courteous manner when answering phones, transferring calls, and taking messages.

Oversee that all members and guests are properly checking in at the member service desk when using the YMCA facility

Followed proper procedures for all business transactions (example: receipt, monies, and program registration)

Child Care Case Worker 06/2013 to 07/2014

ResCare Workforce Service

Child Care Subsidy Program - Rockville MD 20855

Determined eligibility and assesses the need for child care assistance for applicants.

Maintained ongoing case management of new, pending, and active cases that apply for the program daily accurately and timely.

Communicated with customers via mail, phone, emails, and in person as needed and returns phone calls and emails within 24 hours.

Mediated misunderstandings and miscommunications between customer and providers.

Explains to customers the importance of reporting changes within 10 days or as soon as possible to programs that have applied.

Monitored completed cases and vouchers issued to match weekly/monthly goals.

Communicates with Employment Service Specialists regarding customer’s activities, conciliations, documentations missing/needed, and compliance with the work program.

Generated reports on caseload status for weekly and monthly reports to the Child Care Subsidy Program and ResCare Workforce Services.

Attended mandatory meetings to be aware of new or update information on policy and procedures.

REFERENCES - Available upon request.

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