Experience

Michigan Department of State

• Service Specialist



Michigan Department of State

• United States
• Government Administration
• 100 - 200 Employee

• Customer Service Specialist

  • May 2012 - Present

  State Of Michigan, Centralized Intake, Child, and Adult Protective Services (CPS & APS). Service Specialist and Supervisor, May 2012 – Current. (State of Michigan Governor award for Leadership). Top 20 % of high producers within the organization. Average Handle Time (AHT) and After Call Process (AFC) time above standards. Call monitoring is always satisfactory, scoring in the high 95 %. Managing large amounts of inbound and outbound calls in a timely manner. Following call center “scripts” when handling different topics. Identifying customer needs, clarify information, research every issue, and providing solutions. Real-time data entry while on the phone with the public, entering demographic information, writing reports, verifying data and information, and transferring data and information. Work within the confinements of policy and procedure, remaining compliant. Created policy/procedure within the organization. Created new procedure to improve processes in the organization. As well as working in collaboration with many co-workers, in work groups, to improve the department. Three years of preforming Supervisor position, managing a staff of four to seven, training/mentoring, monitoring, instructing, and disciplining staff. Assisted in improving skills and time management in staff/trainees/mentees. Monitoring calls, monitoring accuracy on report writing, and monitoring work is within policy and procedure protocol. Able to inspire and influence others, with a wide range of interpersonal skills to encourage and instruct others. Show less



Heartside Ministry

• Grand Rapids, Michigan, United States

• Hospitality Coordinator

  • 2009 - 2012

  Hearthside Ministry (homeless shelter and resource center). Customer Service for a vulnerable community. Maintaining multi-line phone, sorting/managing mail for the homeless, managing dayroom shelter for the homeless, directing the public to resources. Collaborating with community resources. Created pamphlets for community resources for the community to easily find and access. Managing services/resources appointments services/resources for the community. Maintaining programing within the ministry. Supporting upper management with needs. Training and supervising volunteer program for the organization. Distributing supplies/donations to the community. Show less