Ebony Mcmillian Email and Phone Number

● Successfully manage the case load of 750+ clients with goal development, career, and educational planning. ● Proven track record of interviewing, analyzing, and counseling clients with workforce development skills and job searches.● Conduct workshops to offer in-depth information on career assessment, job searches, application practices and resume building for job seekers.● Collaborate with other team members to increase knowledge of career and placement opportunities for service members and spouses.● Foster relationships with businesses and recruiters to generate opportunities for transitioning service members and spouses.● Leverage tracking systems, ADP, SharePoint, and Microsoft Teams.

● Monitored adherence to the company’s quality standards and procedures by the employees.● Coached 300+ new customer service representatives and produced training material to teach Quality Assurance standards.● Oversaw 100 accounts simultaneously to satisfy clients/customers.● Commended as top CSR for responding to 500+ customer calls daily. ● Accomplished 95% rating for delivering exemplary customer service. ● Conducted quality review meetings to evaluate performance effectiveness, customer satisfaction, and improvement.● Updated senior leadership weekly about quality metrics by conveying consistent problems and/or production flaws.

● Educated clients on personal rights, benefits, obligations, or privileges to military staff across all branches of uniformed services, retirees, and families who processed through the Army Physical Disability Evaluation System.● Maintained 100% data accuracy in patients’ records using appropriate systems. ● Cut down 50% of medical records retrieval time by introducing a centralized records system. ● Reduced processing time by 30% through counseling soldiers on medical board results.● Proficient at reviewing policies, identifying non-compliances, and recommending best practices to maintain compliance.

● Created correspondence for delinquent accounts adhering to company policies.● Tactfully negotiated repayments and retained minimum 50% of original balance. ● Improved profitability by administering planned collection campaigns and attaining targeted recovery rates regularly avoiding losses.● Implemented automated system tracking and skip tracing to track hard-to-find and re-located customers.

● Recruited appropriate and potential employees for various positions within the department.● Conducted employee orientation, enrolled employees in benefits programs, and resolved conflicts with excellent written and verbal communications and problem-solving skills.● Improved department-wide customer service efficiency by 20% through coaching over 500 newly hired customer service representatives and producing training materials.● Analyzed statistics and maintained detailed records to facilitate the human resources department.● Partnered with legal and compliance team to evaluate documents and officially document all the provided information on a case-by-case basis. ● Supported employees to enroll in employee benefits programs using online portals.● Managed accuracy for departmental human resources files, documents, and records related to employee transfers and benefits and compensation with an eye for detail

Ensured accurate processing of newly-sold vehicle registration by researching applicable sales tax, reviewing documentation and applications, administering decal issuance, and advising customers on relevant regulations and requirement. Worked with customers in person and via telephone to answer questions, process transactions and resolve issues. Reviewed financial statements and contacted institutions and customers to clarify details. Maintained compliance with privacy and security requirements, as well as federal statutes covering property taxes. Upheld complete confidentiality of all submitted information according to release guidelines. Set up, stored and updated customer files, department records and regulatory paperwork. Ability to prioritize, manage and complete work/projects with tight deadlines. Received and reviewed incoming documents and materials. Researched and resolved discrepancies to maintain accuracy. Collaborated with stakeholders about extension, guarantees and charges. Kept case data and contact information up to date to expedite proceedings