Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rochelle Oliver

Over 20 Years In The Social Service Field With An Emphasis On High Customer Services Performance
Burbank

Summary

Adept at providing a high level of customer service, and problem solving complaints, while significantly enhancing customer loyalty and team productivity at MAXIMUS, INC. as well as other notable organizations. Expertise in providing excellent customer service and exceptional interpersonal skills have driven improvements in customer satisfaction and team efficiency, demonstrating a proven track record of exceeding employer expectations while meeting contract requirements and without compromising quality.

Overview

29
29
years of professional experience

Work History

Supervisory Administrative Specialist

MAXIMUS, INC.
07.2013 - 04.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Administrative Team Lead

San Fernando Valley Community Mental Health Center
03.2005 - 06.2013
  • Provided technical guidance and support to team members.
  • Resolved complex issues with internal and external stakeholders by utilizing strong problem-solving skills and demonstrating excellent communication abilities.
  • Mentored junior staff members, providing guidance on best practices in administrative support functions.
  • Handled departmental information technology needs and acted as departmental liaison with information systems.
  • Oversaw daily operations of the administrative team, delegating tasks appropriately to maximize productivity and meet key objectives.
  • Created detailed reports for upper management, highlighting successes and areas needing improvement within the department.

Supervisor of Operations

Union Rescue Mission
11.1992 - 02.2004
  • Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
  • Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
  • Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
  • Established clear expectations for team members, fostering a positive work environment through open communication and accountability.

Education

Associate of Arts - Human Services

Wilmington University
Wilmington, DE
05.2001 -

Skills

Customer service

Microsoft office

Time management

Data entry

Customer service management

Verbal and written communication

Active listening

Multitasking and organization

Professionalism

Support services

Appointment scheduling

Handling complaints

Problem-solving aptitude

Timeline

Supervisory Administrative Specialist

MAXIMUS, INC.
07.2013 - 04.2022

Administrative Team Lead

San Fernando Valley Community Mental Health Center
03.2005 - 06.2013

Associate of Arts - Human Services

Wilmington University
05.2001 -

Supervisor of Operations

Union Rescue Mission
11.1992 - 02.2004

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Rochelle OliverOver 20 Years In The Social Service Field With An Emphasis On High Customer Services Performance