Michelle S. Duran

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

China Grove, NC 28023-8311

Phone: 704-***-****

E-mail: adwmvy@r.postjobfree.com

OBJECTIVE: To enhance my career by obtaining a position that offers new challenges as well as growth, while utilizing my administrative capabilities.

QUALIFICATIONS

Excels in customer service and telephone etiquette. Proficient with records management skills and understanding of Federal & State regulations. Familiar with the Privacy Act and Freedom of Information Act. Proficient with all types of Office equipment. Type 70 WPM. Proficient in Microsoft Word, XP, Excel, PowerPoint, Access, and Front Page. Utilize CARS, Beacon, SAP, TIMS, SharePoint, Microsoft Teams, Apple Software – Safari, Numbers, Notes. Notary Public – July 2018 to July 2023 Rowan County State of North Carolina.

EDUCATION

2018/2020 Human Services Technology, Stanly Community College

2017/2018 Human Services Technology, Mitchell Community College

01/2004 Microsoft Excel, Stanly Community College (40 hours)

04/2003 Webpage Design (Front Page Software), Crutchfield Education Center (40 hours)

01/2003 Microsoft Word 2003, Stanly Community College (40 hours)

10/2002 Microsoft Word/Excel/PowerPoint 2000 (40 hours)

09/1994 Dos Topics, Techniques & Applications, Orange County Community College

1982/1984 Office Practice & Word Processing, Dutchess County B.O.C.E.S (2-year program)

1980/1984 Business, Arlington High School, Rt. 55, LaGrangeville, New York

EMPLOYMENT

2022 to Present Instructional Aide Rowan County School Systems

Assist the teacher(s) in preparing materials, teaching aids, bulletin boards and equipment for direct instructional activity, including locating, copying, collating, distributing, and/or grouping materials supporting instructional activities planned by the teacher. Assist the teacher in preparing for changing curriculum to meet the needs of students with diverse cultural and socio---economic backgrounds, learning styles, and special needs. Confer with teacher on progress of students. Serve as substitute teacher when necessary Administrative/Management. Use time efficiently. Provide student supervision before, during, and after school. Assist in maintaining the security of records, materials, and equipment. Assist the teacher in the enforcement of classroom rules and the maintenance of appropriate records. Check objective tests and mark errors but not assign a grade. Escort or transport students to and from classrooms, clinic, cafeteria as required. Provide instructional assistance as planned or coordinated by the teacher or administrator. Lead small group activity, following appropriate training, planned by the teacher in an atmosphere where students are actively engaged in meaningful learning experiences. Use classroom management techniques conducive to an effective classroom environment. Collaboration. Work closely with teacher(s) or other professionals to create a quality instructional environment. Meet and deal effectively with staff members, students, parents, administrators, and other contact persons using tact and good judgment.

2019 to 2022 Administrative Associate II/NC Department of Transportation/Rowan County

Assists the Administrative Specialist I in the following: creating/processing requisitions and purchase orders; maintain inventory; enter and process bi-weekly payroll; process accounts payable; answer multi-line phone system; create Customer Action Requests (CARS) tickets; process incoming and outgoing mail; type correspondence utilizing Microsoft Office (Word, Excel, etc.) and other duties as assigned. Customer Service experience; including resolving customer issues by telephone or personal contact. Assist customers by maintaining other city and county road maintenance agency phone numbers for non-state-maintained roads. Assist customers by providing other county and state agency contact information when customer calls in and have trouble finding the right department. Experience in office procedures (typing 70 wpm, filing, record management); use of variety of office machines (copier, fax, scanner, etc.) Experience with letter writing and emails, using correct spelling, punctuation, and proofreading. Experience with Microsoft Office using programs such as Word, Excel, PowerPoint, Access, One Note, SharePoint, Teams etc. Experience completing and/or maintaining records and reports such as recording Monthly Safety Meeting Minutes, filing of Equipment Daily Inspection sheets and Equipment Repair and PM Order forms. Works independently; prioritize daily tasks; independently process technical information; follow oral and written instructions; operate computers, copy machine, fax machine, multi-line phone system, and scanner. Presents information clearly and concisely in oral and written form to communicate with the public, DOT employees, and governmental officials. Possesses thorough working knowledge of office working procedures, methods, and practices. Utilizes Microsoft Office Work, Excel, Traffic and Incident Management System (TIMS), BSIP (Business Systems Information Portal) now called Systems Applications and Products (SAP), DocuSign, and Beacon. Work alongside Rowan 911, Traffic Management Center, Fire Department and NC Highway Patrol during inclement weather, downed trees, road maintenance emergencies. Assists crews with information of state-maintained road, numbers, and calculations of distances of state-maintained roads. Call in 811 locates prior to jobs that require digging to maintain Rowan County State maintained roads. When utility lines are cut during job assist crew personnel by calling NC 811 and utility provider to make repairs on those lines. Notify Traffic Services of damaged/missing stop signs and speed signs.

2017/2019 Case Manager/Tarheel Challenge Academy - New London, NC

Working in (RPM) Recruiting, Placement and Mentoring for at risk youth ages 16 to 18 years old. Case Manage 68 youth and two previous classes of 48 to 50 each. Make and receive approximately 50 calls a day. Gathering information for over 90 youth, their parents, outside agencies, teachers, and mentors. Interviewing youth to set achievable goals, providing youth with resources to continue their education, find employment through NC Works, Goodwill Connections, assist with resume writing and interviewing techniques, work with military recruiters and ASVAB instructor, work with Admissions Counselor to sign up Cadets interested in Job Corps, growth to be self-sufficient and setting goals in becoming productive citizens. Provided mentor training. Also tracked and followed up with youth, mentors, parents, or guardians of youth to ensure their success and providing any other resources youth need to modify their plan of action if needed. Notarizing official documents to add to the youths file of record with the academy. File maintenance, record keeping, telephone etiquette public speaking, creating Excel spreadsheets, letters, records, Power Points, and legal documents. Chaperoning youth to events and activities. Utilize Beacon to update pay, leave, health and life insurance and retirement benefits. Online training done through LMS. Notarize documents during orientation for parents and potential cadets for registration at the Academy. Work with Probation officers and Juvenile Court Counselors in redirecting youth through programs at the Academy to become successful citizens. As Case Manager my job includes knowledge of the office or work unit policies and procedures to communicate information involving programs, functions, and services. Duties performed may include preparation of documents and reports, the use of office technology, compiling records, organizing, and maintaining files, posting information, greeting, referring, assisting visitors, clients, staff, and others, mail distribution, and photocopying. Main obligation is to assist with placement of youth as they complete a Quasi-Military residential/education program. Responsibility includes but is not limited to the monitoring and documentation of the progress of our assigned graduate caseloads. Verified placement of the graduates. Collected/Compiled monthly Mentor report information then submitted to Management for report to the State Director for tracking purposes. Assisted Cadets on site with the creation and review of a Master Action Plan (MAP) designed to help them determine what goals they want to set and how to reach them. Conducted Mentor interviews, reference checks and trainings. Regularly communicated with mentors/ mentees to maintain healthy and effective relationships and to recommend action/aid when necessary. Monitors mentor/mentee matched to ensure that both are fulfilling program obligations, as well as ensures that mentors are submitting assessments monthly by the required due date. Responsible for obtaining school/employer verification of graduates quarterly, monitoring graduates' progress and adherence to post residential action plans and reporting problems to appropriate personnel at Tarheel ChalleNGe Academy (TCA). Responsible for submitting closeout letters to mentors/graduates, ensuring that files are closed at the end of Post Residential phase and forwarding to TCA. Maintain and update all necessary files monthly which include monthly mentor assessments, community service records and monthly stipend records. Actively recruit mentors and assist in the recruitment of candidates for TCA. The work includes the use of office automation equipment and related technology. Transport and/or supervise cadets when participating in offsite TCA activities as needed. I participate in several phases of the ChalleNGe Program they are as follows: In-Processing: Assist with sign-in, distribute, collect paperwork, notarize documents, answer questions, or refer parents/guardians to proper departments for questions that are outside our scope. Residential: During Acclamation (First 2 weeks) - Teach “Mentee Training” and “Introduction to Smart Goals”, Assist with the search and recovery of juveniles who have left the grounds without permission, Monitor and transport Candidates upon request, Assist in Counseling as scheduled, Communication with Candidates, Guardians, Social Workers, Parole Officers, Court Counselors, etc. and the documentation of these contacts, as well as the sharing of necessary information with appropriate staff, Following Acclamation (Next 20 weeks) - Assist parents/guardians with suggestions and connections for potential mentors for those Candidates without them, Field questions from parents and potential mentors regarding qualifications and expectations of mentors, Potential Mentor Contact, Over the phone interviews, Schedule Training dates, Mentor reference checks, Conduct Mentor Trainings, Prepare and distribute training packets,,Present training PowerPoint with question and answer session, Collect and verify completed paperwork, Make necessary copies, update and print training certificates, prepare and mail mentor packets, Create caseload files that are used for Post-Residential tracking purposes, Cadet Contact, Mentor Letter Writing, Supervise letter writing sessions, Check letters to be sure they meet requirements, Provide mentor addresses for Cadets, Print and distribute Mentor’s emailed letters to their Cadets, Assist with the completion of job applications, Assist with enrollment into their local community college, Serve as a proctor during the ASVAB Test and retest, Assist with ASVB interpretation, Assist with Job Corps sign-up, Provide Job Corps information to Cadets/Graduates/Parents, Assist with preparing Cadet information packets for Job Corp Rep, Assist with completion of Job Corps applications, Transport and Monitor Cadets taking the Placement test at Stanly Community College, Cadet MAP completion, Prep Mail outs (i.e. Post Res letters, copies of MAP for Mentors), Supervise Cadets during the Invitational, State Capitol Trip, Class Banquet and Military Ball, Greet guest, hand out programs, and collect tickets for graduation, Post-Residential: Collect and Review the Monthly Graduate Assessments for assigned caseload, Regular contact via phone, email, and Facebook Messenger with assigned caseload, their parents and mentors, Placement Verification for assigned caseload, Contacting employers, schools, Jobs Corps sites and Military Staff to verify placement of graduates as reported, Faxing, emailing request for information if required, Verify stipend eligibility, Document placement and stipend eligibility using approved Excel spreadsheet, Serve as references for Graduates as requested, Provide Recommendation Letters upon Graduate request, Miscellaneous Duties: Serve as back-up for Administrative Assistant and Data Entry Clerk, answering main phone lines, greeting and directing visitors, handling mail, collecting mail, Metering mail, Taking mail to and picking mail up from post office, documenting Cadet Packages received, sort mail, During Orientations: Assist with sign-in, collection and notarizing of paperwork, conduct tours, potential candidate interviews, proctoring TABE testing, assist in monitoring the High School Diploma class, provide assistance to OPS Staff, Counseling Staff, Education Staff, and Administrative Staff whenever asked in whatever capacity needed.

2014/2016 Medical Support Assistant/ PACT Intensive Management Clinic (PIM)

W.G. Bill Hefner VA Medical Center

Servicing over 200 patients with scheduling appointments for PIM. Designed and implemented patient centered script to recruit new patients to Intensive Management program and assist with their acute and chronic medical needs using a whole health approach (i.e., focusing on life stressors, health, finances, legal affairs, transportation, and caregiver support). Implemented first access clinic design where patients will receive 1st rate care and provided extra support for their health care needs and assist in tracking critical consult and direct communication with various medical specialties. Designed initial excel spreadsheet to track PIM’s progress with new patients and their individual training plan. Organized PIM patient profile and monitored updates and changes daily. Utilized multiple data computerized data systems and networks to schedule, track, follow-up with patient critical patient care. Worked in interdisciplinary hospital setting collaborating with medical professionals on projects related to the PIM Grant. Provided top quality administrative support for immediate medical team on daily basis.

2006/2014 Claims Assistant/Veterans Service Representative

Veterans Benefits Administration

In a team environment functions as a counselor or advocate for VA claimants providing information about a broad range of benefits and assisting with applications for VA benefits and services. Gathers requisite evidence form medical, military, community, and other sources to support benefit determinations. Makes decisions weighing evidence while applying laws and regulations. Utilizes computer systems to enter appropriate data to generate accurate benefit payments, control pending issues or schedule future actions and release complete, correct notifications of benefits determinations.

2006/1986 Secretary/Information Management Technician/Military Personnel Technician

North Carolina Air National Guard

Supports unit functions by providing administrative/customer service and technical support to the unit.

Processes orders for unit members. Aids unit members with financial matters, to include Government Travel Cards with the Bank of America, orders forms, supplies, assists with publications and postal functions. Creates, distributes, maintains disposes, and stages information. Inputs data for Federal Employee timecards. Assistant Workgroup Manager resets passwords, assists members with computer issues and maintains server tapes.

1993-1986Information Management Specialist/Personnel Specialist

New York Air National Guard

Performed secretarial duties to include preparing official correspondence for personnel in unit. Carried

out various duties and responsibilities associated with military personnel status actions, to include the

maintenance and application of information and data contained in individual personnel records. Provided

guidance and information to individuals on how to accomplish personnel actions that concerned updating

their records. Interacted with the Customer Service Area by processing DD Form 93’s locator cards for

members that designated what family member to contact in emergency, which family member would get

the member’s last paycheck and gratuity to pay for funeral arrangements. Provided members with

assistance on their Serviceman’s Group Life Insurance. Administered the Air Force Officer Qualifying

Test (AFOQT).

1990-1990General Secretary, Barrett Mobile Home Transport, Moultrie, GA

Prepared invoices and calculated mileage for customer charge. Processed needed documentation for driver to access roadways with mobile home to include initiating request for state permit. Operated numerical dollar stamp machine to prepare checks for drivers and their escorts. Billed Mobile Home contractor for provided transportation. Ensured completion of proper documents upon delivery of home.

1988-1990Receptionist/Switchboard Operator, Destiny Industries, Inc.

Scheduled appointments for President, Vice President, Comptroller and Salesmen. Operated multi-functional switchboard. Logged, checked, and accounted for all long-distance phone calls. Logged and tracked outgoing packages via Federal Express and United Parcel Service. Weighed and metered postage for outgoing regular and certified mail. Distributed incoming mail. Faxed blueprints, orders, and price sheets for Modular homes, Recreational Vehicles, and specialty units. Prepared titles of ownership and interior insulation package documents. Ordered advertisements for publication in local newspaper. Assisted with calculating figures for yearly inventory. Trained new employees on switchboard and receptionist duties.

1987-1988Switchboard Operator/Admissions/Bookkeeper, Colquitt Regional Medical Center, GA

Operated multi-functional switchboard. Received and distributed messages to hospital staff. Alerted professional staff to respond to ambulatory emergencies, natural disasters, mass casualties, and fire emergencies. Monitored alert panel for oxygen pressure, temperature on blood bank, fire codes and labor

Room. Admitted patients using main frame computer to enter or retrieve patient insurance information. Retrieved patient accounts, received payments on accounts, and updated balances. Assisted dismissals clerk with dismissal of patients, ensuring completion of proper documentation and insurance information.

Accounts payable/receiving technician concerned with various medical insurance companies. Calculated and balanced amounts by month and year according to medical insurance company. Categorized figures of hospital services rendered.

REFERENCES: Supplied upon request.

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