Customer Service Manager

Bridget Y. Harvey

**** ***** ******* ****#*** .Upper Marlboro, MD 20772.Phone (240)437-

****.***********@*****.***

Profile

Resourceful, accomplished and dedicated Customer Service Professional with

over fifteen years of extensive customer and community relations

experience. Communicates information effectively and professionally to

diverse backgrounds, strong interpersonal, organizational and presentation

skills. Proficient in MS Office (Word, Excel PowerPoint, Publisher,

Outlook), Internet, Social Media Technology. Acute knowledge of state,

federal and local government policy and protocol procedures that will have

valuable application in an administrative support-related position.

Professional Experience

Virginia Social Services

Alexandria, VA

June 2008 to May 2012

Eligibility/Intake Specialist

>Acted as lead worker supervising professional/analytical and clerical

personnel; administration of daily operations of the work unit; performed

independent research studies and coordinated/reviewed work progress and

prepared final development project plans. Prioritized work volume; answered

multi-telephone lines and directed calls to appropriate staff as well as

assisted clients when needed. Maintained job integrity and ensured

customers confidentiality and information

>Produced detailed daily, weekly and monthly reports as required for

monitoring client activities.

> Initiate reports which identify and track system problems,

inconsistencies and propose modifications to assist workers and staff

accordingly

>Conducted client interviews to determine eligibility for federal and state

programs. Coordinated new applicant orientations to educate and outline

rules and regulations governing grants, methods of payment and legal rights

Maryland Department of Social Services

Prince Georges County Maryland

November 1996-June 2008

Family Investment Specialist II

> Maintained a generic caseload of 300+ families in the assigned Family

Investment Administration region of Prince Georges County. Ensure that all

interim changes and reconsiderations relating to family case file were

completed timely

>Provided written correspondence for court systems to assist clients in

obtaining resolution of legal issues

>Interacted with various government and legal agencies to obtain and

provide outside resources to clients

>Researched and developed a module to increase efficiency and compliance

for services to families in need. Organized, recorded and maintained

central filing unit for data integrity and security

The ARC

Prince Georges County Maryland

June 1999-2008

Operations Manager/Counselor

>Maintained financial records of clients serviced and employee payroll;

answered and routed phone calls accordingly

>Prepared formal reports, documents, memos and training materials for

supervisors and staff, and created court document reports effectively and

efficiently

>Scheduled and maintained office calendar for the agency; Served as liaison

and resource person during emergencies

Skills & Education

*Strategic Planning *Total Quality Management

*Welfare Reform

*Team Building *Conflict Management and Resolution

*Emergency Readiness Preparation

University of Maryland Eastern Shore, Sociology 1989-1991 PGCC, General

Studies 2000

References Available Upon Request

Contact this candidate