Erica McMillian
Baltimore
Summary
Aspiring public servant with hands-on experience in government operations, workforce development, and community engagement through the Maryland Corps/Service Year Option. Currently completing an apprenticeship with the Maryland Department of Labor, where I’ve gained expertise in program coordination, policy implementation, and public service administration. Skilled in data analysis, process improvement, and community outreach, I am seeking an entry-level role in local or state government to drive meaningful civic impact and improve service delivery.
Overview
6
6
years of professional experience
Work History
OFFICE ASSISTANT
Maryland Department of Labor
09.2024 - Current
- Serve as the first point of contact for grantees, customers, and agency staff regarding policies and document retention
- Respond to inquiries and make calls to ensure smooth operational processes
- Administrative Support: Draft routine and complex business correspondence as needed
- Process orders for computer equipment, cellular phones, office supplies, and special requests using the agency’s IntraNet tool
- Policy and Compliance Assistance: Attend training to gain a comprehensive understanding of the rules, regulations, procedures, and policies governing the agency
- Collaborate with administrators at state, federal, and local levels to support the Office of Monitoring and Compliance and the Office of the Assistant Secretary
- Training and Technical Support: Assist grantees, local area staff, and inter-agency personnel with system access, policy locations, and general inquiries regarding the Maryland Workforce Exchange (MWE)
BUSINESS ANALYST
Enterprise Management Consulting, Inc.
08.2022 - Current
- Partner with managers and consultants to accurately and timely document business processes
- Maintain and ensure the accuracy of documents, policy documents, manuals, and periodicals
- Create and develop functional system requirements for enhancing performance, quality, external interfaces, and limitations
- Define requirements specifications using standard templates for used cases and detailed software
CUSTOMER CARE SPECIALIST, DEALER SALES
Cox Automotive, Inc.
04.2021 - 02.2023
- Introduced order management, transportation systems, and CRM platforms for clients
- Worked with escalation partners to document exceptions and best practices
- Assisted customers, consulted with dealers, and educated stakeholders
- Identified and resolved issues, coordinating with IT, Product, and partners
- Provided prompt support via phone, chat, and email as the main contact
- Managed vehicle transport logistics for auctions and other locations
- Communicated relevant issues to account reps and transporters
- Monitored and reported on customer compliance and transporter performance
- Compiled transportation data and generated reports
CALL CENTER MANAGER
Johns Hopkins University
08.2019 - 04.2021
- Managed a fast-paced call center in an academic environment, responding to 15,000+ calls daily to provide transportation to students, staff, and university affiliates
- Oversaw six dispatchers who coordinated shuttles, requested rides, and assigned clients to shuttles
- Tracked drivers’ pickup and departure times via GPS
Education
Google Project Management -
LinkedIn
12.2023
Business Intelligence Analytics Certificate -
Udemy
12.2020
Skills
- Operations Management
- Data Gathering & Reports Development
- Business Analysis & Process Improvement
- Risk Identification & Mitigation
- Industry Best Practices, Policies & Procedures
- Key Performance Indicators (KPIs)
- Team Leadership & Training
- Call Center Operations Management
- Dispatching & Logistics Coordination
- User Acceptance Testing (UAT)
- Inventory Management
- Transport Logistics Management
- Non-profit management
- Microsoft Office and CRM Applications
Community Service
Maryland Department of Service and Civic Innovation, Maryland Service Year Option Member, Present
Timeline
OFFICE ASSISTANT
Maryland Department of Labor
09.2024 - Current
BUSINESS ANALYST
Enterprise Management Consulting, Inc.
08.2022 - Current
CUSTOMER CARE SPECIALIST, DEALER SALES
Cox Automotive, Inc.
04.2021 - 02.2023
CALL CENTER MANAGER
Johns Hopkins University
08.2019 - 04.2021
Business Intelligence Analytics Certificate -
Udemy
Google Project Management -
LinkedIn
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