Administrative Specialist & Case Manager Resume Title
Resume:
Resume
EDNA BAMFO
Bethesda, Maryland 20814
***********@*****.*** or **********@*****.***
OBJECTIVE
goals.
Seeking a growth opportunity where my strengths and abilities will help a company achieve its
WORK EXPERIENCE
Brookville Nursing & home healthcare service LLC 4/12/2024 to present
Administrative Specialist/ Case Manager
. Payroll
. Look up state of Maryland for staff & client
. Create WordPerfect, excel, & more computer knowledge.
. State of Maryland ISAS, paperwork for client and more
. Fill out MD of Dept of health division of nursing service pre authorization intake forms
. Call past employers references check.
. Application screening
. Xeroxing, filing, create new folders for new staffs & clients
. Conduct testing for new Registered Nurse (RN)& license practitioner Nurse(LPN).
. Answer phone, call employees for coverage & more
. Fax & send information to gain new client & discharge patience.
. Look up board of nursing (MBON)for new & old staff & update into system in order to keep in compliance.
. Work with all staff CMT, CNA, GNA,RN & LPN.
. a good phone voice, computer savvy, have good handwriting, dependable and punctual.
. Create employee file with a checklist
. Promoting with hospital organization with Maryland physician care & United healthcare insurance
. Create & provide a service with skilled nursing, including G-tube, wound care Vac, tracheotomy care, personal care service, physical therapy, occupational therapy, & durable medical equipment.
. pay attention to detail and have the ability to work independently in a faced-paced environment
Above all else, provide a helpful and caring customer service experience over high volume inbound and outbound client phone calls of varying complexity by responding to client requests, anticipating unstated needs, and educating them on our programs in a remote call center environment
Proactively identify, analyze and resolve client issues by utilizing active listening and critical thinking to provide first call resolution with focus on the customer relationship
Exhibit strong written/verbal communication skills, excel at customer interaction, and deliver practical solutions
Develop and maintain positive client relations and work collaboratively with other departments within the company to ensure client requests and questions are appropriately handled in a timely manner
Work independently and with a team to drive retention of clients through bolstering product knowledge and providing best-in-class service at all times
Operate, navigate, and troubleshoot a desktop computer to obtain and extract information; research through multiple computer programs/systems simultaneously and document information, activities and changes in the CRM database (Client Relationship Management System) for client accounts. Apply various troubleshooting techniques to resolve complicated technical or configuration issues
Continuously learn, interpret and utilize company and industry knowledge, practices, and procedures to deliver accurate and up-to-date solutions.
Meet and exceed client centric performance expectations focused around quality of service and efficiency
Engage with feedback to leader and team to collaborate and streamline workflows
Energetic, enthusiastic, hard-working and a self-motivated team player
A genuine person who enjoys interacting with people on the telephone and in person
Passionate about delivering extraordinary, memorable customer service experiences
A great communicator and a patient listener who takes the time to understand customer service needs
A practiced problem-solver using empathy and common sense in solving problems and decision making
Technologically savvy; possess skills and knowledge of personal computers used in a work setting, Microsoft Office software (Word, Excel, PowerPoint, Teams, and Publisher), or social media
Interested in being part of an organization that empowers staff to achieve success and assists them in improving their individual development.
Experience providing direct customer service in a busy setting.
Experience using an integrated library system.
Experience using a computer in a work environment.
Experience learning quickly and adapting to changes and completing formal and informal training necessary to support change.
Experience working as part of a workplace team and working cooperatively with others while maintaining effective working relationships with co-workers, supervisors, and the public.
ROLE AND RESPONSIBILITIES
• Responsible for answering income telephone calls from customers in a timely manner
• Welcome and sign-in customers who visit the office in person
• Providing assistance to customers or directing calls to the appropriate party for
assistance
• Securely filing customer information in appropriate locations
• Updating case notes and setting work activities based on customer needs expressed
during in-person or
• Provide scheduling support to customers and staff to facilitate timely screening of
cases
• Use computer programs such as MS Office and MAXIMUS proprietary application to
run reports, mail merges, and complete and assign work tasks
• Scan project documentation and appropriately file in customers’ electronic folder
• File original documents in customers’ secure paper file when appropriate
• Support the security of the project by following security procedures including but not
limited to: requiring visitors to sign in, escorting visitors when they are within the secure
project area, securing project data in appropriate paper or electronic files
• Enter customer data into project application accurately and thoroughly
• Create and send correspondence via email and mail
• Process incoming and outgoing mail
• Assist in the inventory and ordering of office supplies ensuring team has sufficient
supplies to perform work efficiently
• Assist with outgoing calls to schedule case screenings and follow up on case
documents
• Recognize operational improvements and suggest and coordinate process changes
with Supervisor
• Recognize and discusses everyday workflow challenges, changes or extraordinary
circumstances that have occurred with Supervisor
• Maintain a clean, orderly workspace in compliance with all privacy regulations
• Communicate via in-person meetings, telephone conversations, and email with all
project stakeholders in a compassionate and professional manner• Support management team, co-workers, and customers with regular and predictable
attendance
• Provide additional support to Case Managers and MD Management team as needed
• Perform other duties as assigned by leadership
QUALIFICATIONS AND EDUCATION REQUIREMENTS
High school diploma or GED required; Associate's/Bachelor’s Degree preferred
PREFERRED SKILLS
Attention to detail
Ability to perform comfortably in a fast-paced, deadline-oriented work environment
Critical thinking
Excellent written and verbal communication and interpersonal skills
Organizational skills
Strong computer skills including Windows and Microsoft Office
Ability to self-start, take ownership of processes, and motivate others to do the same
Ability to work as a team member, as well as independently
Must be able to remain in a stationary position for an extended period of time Work
is constantly performed in an office environmen
Montgomery County Publics Schools (Silver Spring, MD) 8/20/2009-8/20/2023 Retired.
Special Education Teacher of Science
• Assisting with classroom management, clerical, other non-instructional work, computer
skills (all programs), teaching, media and many more tasks.
• Worked with Autism Students
• Assisted with chemistry lessons and tutoring
Lakewood Elementary School (Atlanta, GA) 6/2007-7/2009
Teacher
• Provided programs and environments that promote and enrich child development.
• Assisted in the coordination and implementation of community service and student
affairs.
• Collected field data, drafted reports, and provided feedback to supervisors and parents.
• Prepared lessons plans and provided instruction to students
Academy Child Development Center (North Potomac, MD). 6/2006-5/2007. Relocated to Atlanta, Georgia
Substitute Teacher Full-time
• Assisted classroom teacher with projects
• Analyzed and resolved organizational problems.
• Prepared and instructed lesson plans
• Always secured the safety of the children.
• Provided administrative support to staff
Reach out to union members to schedule Zoom meetings.
Serve as the first point of contact for union members nationwide, providing details about their supplemental benefits, answering questions, and assisting with enrollments.
Accurately complete electronic applications.
Maintain a consistent full-time work schedule.
Attend regular team check-ins and training sessions.
Familiarity with union benefits is helpful but not required.
Strong communication and people skills.
Ability to stay organized, manage time effectively, and meet deadlines.
A team player who can also thrive independently.
Comfortable using Zoom and other digital tools.
A problem-solver who’s committed to delivering an excellent member experience.
Church of the Redeemer (Gaithersburg, MD) 9/2003 thru 9/2021
Teacher
• Followed MSDE Approved Curriculum
• Assisted with the before and after care program
• Followed guidelines of Emotional Intelligence Checklist daily
• Completed Accident RPTS in a timely fashion• Supervised children and tutored with daily class assignments
• Followed MD model for School Readiness and Academy Scope and Sequence
Safe Travel Agency (Bethesda, MD). 1/2003 thru present
Assistant Manager
• Marketed business by promotion (handing out business card, posting flyers, etc.)
• Made ticket reservations.
• Provided memorable Customer Service
Sears Jewelry Manager (Gaithersburg, MD). 7/2000 thru 7/2003
Optician Technician
• Hired retail staff for store, trained employees and created work schedule
• Supervised new employees and handled human resource paperwork
• Assisted customers with eyewear purchases; Accurately handled all cash and credit
transactions
• Administered PD testing to determine prescription diagnoses
• Scheduled appointments and made reminder calls
• Ordered merchandise and supplies for store; Received and validated inventory orders
• Oversaw annual inventory
Safeway Marketplace (Bethesda, MD) 7/1993 thru 2/2005
Deli Manager
• Hired and Trained, Prepared daily schedule and supervised employees
• Prepared payroll for distribution
• Performed yearly evaluations
• Maintained Deli Inventory; Ordered merchandise and supplies for Deli Department
weekly
• Responded to customers inquiries
Key Responsibilities:
• Attendance & Compliance: Enforce and oversee Bluecrew’s attendance policy in alignment with Lime’s internal standards.
• Workforce Management: Monitor and maintain accurate Bluecrew headcount records to meet staffing needs.
• New Hire Onboarding: Lead and support onboarding sessions for new team members to ensure smooth integration.
• Timekeeping Support: Assist employees with clocking in/out and make necessary timestamp adjustments.
• Performance Monitoring: Track key performance indicators (KPIs) for crew members during weeks 4, 5, and 6, and provide coaching or feedback as needed.
• Collaboration & Communication: Work closely with warehouse managers and provide timely performance feedback on crew members.
• Pre-start Screening: Screen candidates prior to their start dates and assist with overfill coordination to maintain operational readiness.
• Team Meetings: Participate in weekly operations sync meetings (held on Wednesdays) and contribute to continuous improvement efforts.
EDUCATION
Montgomery College Takoma Park, Maryland. AAS
University of Maryland BS
COMPUTER SKILLS
Synergy
Canvas
Linux
Outlook & email
Scanning documents devices & printers
Excel. Spreadsheet, WordPerfect,
Many more computer skills
VOLUNTEER ACCOMPLISHMENTS
Suburban Hospital - Medical Assistant
Montgomery County Government Administrative Aide
Gwinnett County Dept. of Family and Children Services Administrative Assistant
REFERENCES
Gladly provided at your request.
Cover letter.
Dear Hiring Manager:
Please accept this letter as expressed interest any position available with your
company. Attached you will find my resume for your convenience. I appreciate your
review of my credentials as a potential employee and welcome the opportunity to
discuss further how I could best contribute to your company.
I am confident that my acquired skills and educational background will make me an
asset to your professional team. I am a detailed-oriented team player who enjoys
working with others and learning new initiatives to better serve an ever-changing
technological society.
Since a resume alone can neither detail all my skills, nor predict my potential, I look
forward to meeting with you soon to discuss my qualifications and further explore
employment possibilities at your company.
Thank you for your time and consideration. I look forward to hearing from you at
your earliest convenience.
Cordially Yours,
Edna Bamfo
8001 Woodmont Avenue
Bethesda, Maryland 20814
**********@*****.***
***********@*****.***
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