Michele Gooden

*** ******* ***** ***** **********, VA 23320

SUMMARY:

Resourceful Customer Service Representative who consistently meets and surpasses productivity goals.

•Updated records with all interactions and customers transactions.

•Lead, organize, and drive execution within the customer service team and logistics Lead, organize, and drive execution within the customer service team and logistics

SKILLS:

•Management/leadership

•Career Counselling

•Operation Management

•Case Management

•Computer Operations

•Facilitating/Training

•Assessment Evaluation

•Administrative Support

•Workforce Development

PROFESSIONAL EXPERIENCE:

Sumitomo Technology Norfolk, VA Feb 2022-July 2022

Customer Services / H.R. Assistant

Scheduling interview appointments for possible candidates

Assisting the human resource department with their everyday needs

Assembling all new hire documents for their on-boarding

Scheduling conference rooms for managers

Calling candidate

Updated their information in the system. Provided excellent customer service by answering any questions the customers may have about their plan. Documented all calls.

Ordering lunch for all corporate meetings

Assisting with scheduling interviews, ordering from a caterer for lunches, faxing, copier, setting up out-of-state visitor accommodations via flight, hotel, transportation

Working Gap: due to some issue in Social Security no. she was not able to work on long term projects. Done some part time job

Commonwealth Catholic Charities Norfolk, VA Feb 2019-Mar 2021

Customer Specialist/Case Management

Created and distributes all required reports on time as directed by management.

Maintains accurate and updated client filing system.

Represents the Agency in the community and workplace in a professionally and ethically

Demonstrates sensitivity to the service population’s cultural and socioeconomic characteristics.

Demonstrates strong interpersonal, decision-making, problem-solving, oral, and written skills.

Utilizes a basic knowledge of Microsoft Office applications.

Updated records with all interactions and customers transactions.

Lead, organize, and drive execution within the customer service team and logistics Lead, organize, and drive execution within the customer service team and logistics.

Explains, applies and interprets company policies, procedures and all government regulations as they relate to customer inquiries, billing and service matters.

Analyse and determine possible impacts and makes sound decisions that affect a customer’s electric service and account by gathering, collecting, tracking, recording and verifying data from multiple sources.

Check requests for rent payments

Adjusting rent payments for participants and for Commonwealth Catholic Charity for monthly payments

Locating residence for move in

Inspection of residence

Requesting move in cost from finance department

Recording finance charges in HMIS

Conducts recertification every three months as per compliance with agency

Schedules appointments with individuals and families at risk of homelessness or currently homeless and conducts applicable screening to determine eligibility for appropriate programs based on their need.

Creates service plans for clients and provides on-going assessment of needs.

Conducts monthly follow up meetings with clients in person or over the phone to monitor progress of self-sustainability.

Educates clients, landlords, housing liaisons, and other community partners on program protocol.

Receives referrals from outside agencies

Negotiates with landlords and other housing liaisons to reduce fees and/or avoid evictions

Portsmouth Police Department Portsmouth, VA Dec 2017-Oct 2018

Police Records Technician

Operation systems work on are CADS, Mobland and Pistol

Scan into system officers’ cars and body cameras

Enters warrant information OOP, EPO, and Summons into Pistol

Clears warrants, OOP, and EPO out of systems once they are served

Enters into CADS and Mobland complainants’ information when requesting report be filed

Work the front window, cash handling

Pulling warrants for arrests

Backfill for co-workers

Runs background search in the system for officers

Enters into system stolen cars, tags, and guns articles into VCIN/NCIC

NCIC/VCIN Certified

Call centre for in and outbound calls via citizens’

Time stamped documents on arrival

STEP-UP INC. Norfolk, VA Sep 2011 – Sep 2017

Employment Training Specialist/Case Manager

Assist up to 15-20 high-risk offenders in the transition back into society per month

Successfully place an average of 20 clients into full-time employment monthly

Assist clients in resume writing, cover letter, and interview preparation

Make referrals to partner agencies as the client’s needs dictate

Answers incoming patient inquiries regarding billing issues, orders, and general concerns

Address all inquiries to ensure first call resolution

Utilize resources to effectively schedule appointments and resolve all patient inquiries accurately

Assess the offender’s mental stability through visual and vocal observations

Gauge client’s workforce skills and recommend training needs

Develop partnerships with local staffing firms and small businesses to hire ex-offenders

Prepare and facilitate Life Skills and Job Readiness Training in area jails/institutions

Notary February 2020 through February 2024

Schedule appointments for first-time applicants to be processed

EDUCATION:

Bachelor of Science -ECPI College Virginia Beach VA- Sep 2010

Certification, Evidence Based Practices, Notary Virginia

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