April J Burnett
Baltimore
Summary
Professional with expertise in case management, prepared to deliver impactful results. Skilled in conflict resolution, risk assessment, and client advocacy. Strong focus on team collaboration and achieving tangible outcomes, adapting seamlessly to changing needs. Reliable and driven, with keen ability to manage complex cases and support clients effectively.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Case Manager
MetLife Inc
01.2021 - Current
- Assisted agents with escalated issues regarding customer inquiries, provided daily operational structure, submitted timesheet documentation, payroll readjustment and time off requests, etc
- Managed daily team stand-up meetings, keeping agents up to date on company policies, collecting customer trends and sharing information with management and team members
- Managed requests for Family and Medical Leave Act, other Leave requests including ADA accommodations and Personal Leave
- Ensured compliance with company policies and legal requirements
- Determined eligibility for FMLA and other leave types administered by the company
- Researched customer inquiries using multiple technology platforms
- Critical thinking skills and ability to solve complex customer problems in a timely manner
- Communicate with customers via email with the ability to build and maintain strong customer relationships
- Designed PowerPoint presentations for new hires and customers to understand and navigate the MetLife site & products
Coordination Center Officer
Department of Homeland Security
04.2019 - 09.2020
- Supported security functions and operations such as Visible Intermodal Prevention and Response (VIPR), Playbook, Screening Passengers by Observation Techniques (SPOT) operations, Document Check (TDC) operations, and other activities and applicable operations
- Coordinated and tracked the readiness status and maintaining working relationships with other related entities throughout TSA, including Headquarters and other airport operations to ensure effective coordination and sharing of necessary information, as determined by the Federal Security Director (FSD)
- Reviewed emergency call information (bomb threat, breach, applicable Transportation Security Operations Center (TSOC) incidents, etc.)
- Reviewed incident reports for accuracy and completeness to ensure proper reporting procedures have been followed
- Input incident report data using various systems such as PARIS
- Assisted senior employees and the supervisor in preparing reports and briefings on issues that could affect security
- Email and phone correspondence with federal employees regarding leave and absence
Lead Transportation Security Officer & Insider Threat Specialist
Department of Homeland Security
04.2016 - 09.2020
- Experienced in providing comprehensive support to supervisors, addressing travelers' inquiries, managing daily operational structure, documenting timesheets, and ensuring passenger safety
- Proficient in clear communication through written and verbal formats
- Skilled in conducting team stand-up briefings to keep officers updated on company policies, customer trends, and information from headquarters
- Trained and mentored new employees on safety procedures, map and route familiarity, cultural practices and information gathering procedures which are critical for safely escorting deliveries and supplies
- Implemented proper security procedures to passengers by using a combination of visual observation, pat-downs searches, metal-detector screening, explosive trace detection, and x-ray systems
- Conducted one-on-one meetings with officers to review weekly performances
- Critical thinking skills and ability to solve complex customer problems efficiently and effectively
- Contributed to the US Secret Service during a White House event by providing safety patrols, threat assessment, and other safety duties
- Monitored passengers and employees on a CCTV to mitigate any form of attacks that could be harmful to the Baltimore Washington airport
- Surveilled suspicious individuals with a team of specialists, observing behaviors and actions
- Basic knowledge of security program concepts, practices, policies, and procedures relating to Security
- Experience in the area of Security including assisting with security reviews, helping with basic risk assessments to verify and ensure minimum security standards are implemented
- Assisted with the administration of less complex security programs (SIDA areas, Random security checks, separating employee clearance), and assisting with basic office/clerical administration of security equipment
Education
HighSchool Diploma -
The Institute of Business and Entrepreneurship
01.2009
Associates of Business Administration (AA) -
Baltimore County Community College
01.2012
Skills
- Customer Service Support
- Microsoft office Proficiency
- Strong Technical Aptitude
- Physical strength
- Interpersonal skills
- Team Building
- Physical Security
- Threat Assessment
- PowerPoint
- Effective Communication skills
- Critical thinking skills
- Problem Solving
- Strategic Decision Making
- Data Entry
Certification
- Multiple customer service trainings
- Human relations trainings
- First Aid
- CPR
- Gender awareness
- Insider threat
- Federal law enforcement training
Timeline
Senior Case Manager
MetLife Inc
01.2021 - Current
Coordination Center Officer
Department of Homeland Security
04.2019 - 09.2020
Lead Transportation Security Officer & Insider Threat Specialist
Department of Homeland Security
04.2016 - 09.2020
Associates of Business Administration (AA) -
Baltimore County Community College
HighSchool Diploma -
The Institute of Business and Entrepreneurship
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