● Responded to over 75 client inquiries per week, accurately scheduling invoices and payment request forms for external vendors up to $1K, establishing timeliness in payments for services rendered, ensuring operational efficiency, and increasing the satisfaction rate by 25%.● Facilitated the approval process for over 20 Lead Abatement firms, organizing incentive request invoices, and generating payment requests for reimbursement; firms received up to $5K in reimbursement per fiscal year for completed projects.● Collaborated with 10 internal team members to implement a Workforce Development Incentive Program, designing a promotional flyer state-wide, consulting on program policies, creating a process map, and serving as program SME for Lead Abatement Firms; increased lead firm participation by 20% for state-funded projects.● Guided over 150 individuals on applying for scholarships to become certified lead abatement professionals, increasing the workforce by 10%.● Scheduled and coordinated meetings/appointments for three managers and supervisors with 100% accuracy.

Main Activities/Projects:• Developed Home & Community Based Services Handbook into a 4th grade reading level document • Reviewed and formatted clinical protocols for consistency • Created Excel spreadsheets using data collected from Michigan’s twelve Community Mental Health agencies • Assisted with 2019 updating of agency’s Veterans Resource Guide

● Established and provided excellent customer service to the public, answering queries in a timely manner and coordinating help from team members as needed; maintained a client satisfaction rate of 95% over a 10-month period. ● Managed a multi-line phone system and effectively executed over 20 calls per day, reducing workload of other team members by 10%.● Supported team operations by maintaining a filing system for dozens of confidential documents, scanned and stored electronically; improved access to critical information.● Reviewed incoming applications for accuracy and completion, reducing process and approval time by 20%.

● Provided engaging customer service to hundreds of students through various channels, including phone, email, and in-person interactions; assisted students with campus organization registration, increasing student engagement by 15%.● Coordinated and facilitated special department events and activities to help students feel included, seen, and heard, increasing the student retention rate.● Assisted the Office of Student Life with administration, processed weekly room reservations and table requests from student and non-profit organizations, boosting and sustaining productivity.● Collaborated with three colleagues to raise funds for charity donation events supporting community initiatives, such as the Flint Water Crisis.