Customer Service Management

MONICA L. YOUNG

**** ****** ****, *** *****

Orlando, FL 32832

Cell: 443-***-****

Email: ********@*****.***

PROFESSIONAL DATABASE ADMINISTRATOR

H igh Level Database Support…..Documentation Management….. Human Resource Management

Accomplished Professional with over 8 years of proven Database management experience. Strong leadership skills with the ability to

empower staff members to successfully manage major restructuring and turnaround initiatives. Highly skilled at navigating

organizational change and developing results oriented, customer focused teams. Proven ability to manage multiple responsibilities

concurrently under strict deadlines. Core competencies include:

Microsoft SQL Server and Crystal Reports Florida State Reporting and Clinical Background

Test programs and databases Work as part of a project team to coordinate database development

Documentation Management and Conduct Research Client and Vendor Relations

Continuous Quality Improvement

PROFESSIONAL EXPERIENCE

January, 2014 to Present – The Center for Drug Free Living – Orlando, FL

Data Manager and Systems Implementation Specialist

• Provide a central point of contact and coordination for the planning, development, implementation, and evaluation of The

Center’s Information Management System, Software Development, and Program Outcomes in order to provide timely,

specific, and accurate data necessary for the operation and management of The Center’s reporting responsibilities.

• Perform functions to analyze user requirements, establish procedures, and identify problems in order to automate

processing or to improve existing computer systems.

• Responsible for coordinating State Reporting errors or special requests from the ME and ensuring that the corrections have

been completed and the requests fulfilled.

• Liaises with all appropriate staff in order to maintain list of functional requirements, problems and change requests to

existing and future software products.

• Liaises with software vendors for problem solutions and change requests.

• Evaluate new products, add ons, additional features and functionality in existing and future software products.

• Assist with Help Desk Tickets.

• Performs or assists with any department or programmatic operations to maintain the work and information flow.

• Attend and participate in a variety of meetings and task force groups to integrate activities, communicate issues, obtain

approvals, resolve problems and maintain a specific level of knowledge pertaining to new developments, requirements and

policies.

• Maintains the work area in a clean and orderly condition, while ensuring safe operating conditions within the area of

responsibility.

September, 2010 to October, 2013 – The Early Learning Coalition of Orange County Orlando, FL

Database Support Specialist and Human Resource Management Assistant

• Provides Administrative Support to Procurement and Accountability Director. Projects consist of assisting with the

creation of Request for the following Proposals (RFP) for contract fiscal years (2010 2011, 2011 2012, 2012 2013):

1. School Readiness and Voluntary Prekindergarten (VPK) Program.

2. Hearing and Vision screenings

3. Technical (IT)

• Verify and reconcile vendor purchase orders with packing slips, and coordinate with Procurement Specialist in order to

initiate request for payment.

• Currently serving as an elected Ambassador to represent the organization while transitioning to a more effective way to

collect data, while maintaining the Microsoft Access database.

• Creating queries and generating daily, monthly and quarterly demographic and statistical reports for all Directors.

• Gathering falsifying Childcare documents from DFS to establish possible Fraud cases, and enter data into the State of

Florida’s Fraud database for immediate review.

• Uploading Amendments of the Coalitions Plan to SharePoint for corrective changes, which are reviewed and corrected by

the State of Florida.

• Post Coalition Plan documents, as well as, recruitment for new hires to Website, and other Social Media sites.

• Knowledgeable of the laws and regulations pertaining to recruiting and employment.

• Demonstrate effectively organizational, analytical, conflict resolution and problem solving skills.

• Efficient with transcription of Braille and can read and deliver Sign Language.

• Providing excellent Customer Service.

• Create PowerPoint presentations for Director meetings, as well as, for Staff meetings.

• Experienced with all Microsoft Office Products, Citrix Systems, SQL Databases, SharePoint, Five Points, Crystal, K.I.T

and Lotus Notes.

February, 2009 to September, 2010 Orlando Regional Healthcare – Orlando, FL

Customer Service and Physician Referral Coordinator – Call Center

• Provides prompt and accurate physician referral information and coordinates the scheduling of classes and services for

callers.

• Ensures that all callers receive a level of service that exceeds their expectations through inbound and outbound

communication.

• Documents and attempts resolution of all caller inquiries, and either handles, redirects, or defers to the appropriate

department according to hospital and department procedures.

• Assisting the Marketing Director on special projects such as, mass mailings, mail merges and creating spreadsheets.

• Attends meetings and training sessions as scheduled.

August, 2006 to Dec., 2008 – United Healthcare Vision – Columbia, MD

Provider Relations Database Assistant

• Perform monthly queries (by state) in Citrix and the AS400 system to populate provider demographics for beginning the

process of creating provider directories.

• Working with an outside vendor to maintain electronic and hardcopies of provider directories.

• Inputting National Provider Identifier (NPI) numbers into the AS400 system.

• Assisting the Provider Relations Representatives with mass mailings.

• Research returned mail and input correct demographic changes in the AS400 system if necessary.

• Working closely with the Finance/Accounting departments to ensure correct provider Tax ID numbers are current.

• Working closely with IT Manager to continually update the data base.

• Interrelates with other administrative, management, information systems, accounts payable staff, and interact routinely with

all office employees.

• Proficiency in MS Word 2000/XP, Access 2003 and Excel 2002, Microsoft SQL Server.

• Data mapping software and Data modeling software.

• Analyzing needs and product requirements to create a design.

Feb., 2002 to July, 2006 – The Foundation Fighting Blindness – Owings Mills, MD

Database Assistant

• Document management and file maintenance.

• Proficiency in MS Word 2000/XP, Access 2003, Microsoft SQL Server and Excel 2002.

• Communicate effectively with Trustees, Constituents, as well as, co workers.

• Efficient with transcription of Braille and can read and deliver Sign Language.

• Assist with data corrections in existing database records.

• Run weekly/monthly reports, including parameters.

• Supervision of the Receptionist area to assure switchboard and front desk relief.

• Using computers and computer systems (including hardware and software) to program, write software, set up functions,

enter data, or process information.

August, 1999 to February, 2002 – Howard County Government – Ellicott City, MD

Administrative Support Technician II – State’s Attorney’s Office Juvenile Division

• Answer inquires over the telephone and in person concerning specialized functions of the office; dealing with victims,

witnesses, parents, respondents, attorneys and State, County and Court personnel.

• Performed public relations by providing information, receiving instructions and information and maintaining harmonious

relations.

• Compile Juvenile Division case files; entering data into Case Management system; requests records from the Department

of Juvenile Justice; requests Controlled Dangerous Substance (CDS) analysis and process CDS letters to parents and

attorney’s as necessary.

• Maintain files, File documents, locate missing files and enter dispositions into Case Management system and close out

files.

EDUCATION

Business Administration/Business Information Systems – Bachelors of Science

DeVry – Orlando Campus

Business Management Patapsco Senior High School of the Arts, Baltimore, MD

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