Experience

• 

  State of Maryland

  • Child Support Specialist II

    • Aug 2018 - Present

• 

  Generation - You Employed

  • Washington D.C. Metro Area

  • Customer Service & Hospitality Instructor

    • Jun 2017 - Jun 2018
    • Washington D.C. Metro Area

    ● Delivered technical, behavioral, mindest, and employment essential lessons. Administered, graded, & provided feedback on weekly assessments.● Taught & prepared students for the AHLEI Guest Service Gold: Golden Opportunities certification test. ● Understood individual student learning needs (and IEP, when applicable) to accommodate various types of learning styles. ● Supported Generation’s data-driven model by tracking student attendance and performance in class and on assessments. ● Worked with program mentor to identify and address any issues that could prevent students from completing the program.● Recruited and interviewed young adults for entry into the five-week intensive workforce development program. ● Built relationships with students, developed an understanding of their personal strengths and challenges, and fostered a supportive classroom environment.

• 

  State of Maryland

  • United States
  • Government Administration
  • 700 & Above Employee

  • Parole & Probation Agent II

    • Jan 2013 - Jun 2016

    Communicated with offenders and others, using motivational interviewing techniques in a variety of settings during the supervision period.Used tools, training and experience to insure compliance with conditions of supervision and/or to maintain the offender in the community minimizing risk to the public. Gathered all relevant and required information, documenting all interviews and contacts, assessing the offender's risk to public safety and needs for a successful integration into the community, providing a timely assessment of the offender, and making an appropriate recommendation in accordance with evidence-based practices, agency policies and procedures.Attended hearings in various courts or correctional institutions throughout the State in order to visually identify offenders, to produce documents and to testify from official records regarding offenders under supervision. Demonstrated responsiveness to victims and sensitivity to their needs and concerns. Assisted in identifying resources available to victims.Obtained samples (breath, urine, etc.) from offenders and/or test results to detect use of alcohol and/or drugs to insure compliance with conditions of supervision, and to assess progress in reaching the goals of the supervision case plan.

  • Parole and Probation Agent I

    • Jan 2012 - Jan 2013

    Make Maryland communities safer through proactive community supervision of offenders utilizing a strategy that focuses on criminogenic needs. This includes investigating and reporting, testing and referring offenders under supervision, identifying and parntering with community resources, informing and supporting victims of crime, and collecting ordered monies.

• 

  Hope Village

  • Washington, DC

  • Case Manager

    • Nov 2010 - Jan 2012
    • Washington, DC

    Responsible for following the progress of adult offenders with an approximate case load of 70 + offenders from the time of intake, and assuring timely release. Her duties included, but were not llimited to intake, casework, interviewing and counseling. I acted as a liasion officer coordinating with other project disciplines. I was responsible for handling records, reports and client correspondence.

• 

  Verizonbusiness

  • Ashburn, VA

  • Service Manager

    • Feb 1999 - Dec 2009
    • Ashburn, VA

     Managed nationwide large business accounts acting as their Single Point of Contact 24x7 through understanding the customer’s culture, behaviors, and business drivers.  Responsible for identifying and understanding the customer’s service needs, working with the customer to establish appropriate expectations and utilizing all appropriate Verizon Business resources and subject matter experts to meet the needs of the customer. Managed significant projects for my customers such as multiple circuit installations or upgrades, and circuit and equipment moves. Responsible for coordinating activities of project team, identifying appropriate resources needed, and developing schedules to ensure timely completion of project. Had to be familiar with system's scope and project's objectives, as well as the role and function of each team member, in order to effectively coordinate the activities of the team. Tracked and escalated all maintenance activities for the customer and engaged appropriate departments as necessary, and provided network failure postmortems as necessary. Accountable to ensure the major deliverables, as defined by the customer, were completed on a schedule consistent with the customers’ expectations. These deliverables were tracked on an action register that listed the action items and associated activities, including resolution. Always alert to potential revenue therefore enhancing sales opportunities, and responsible for ensuring that Account Receivables and billing are within target.