Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Robin Zamini

Rosedale

Summary

Dynamic Community Resource Specialist with United Way of Central Maryland, skilled in client advocacy and needs assessment, and program management. Successfully improved access to vital resources through outreach and data-driven program enhancements. Known for empathetic communication and effective teamwork, fostering trust and positive outcomes for marginalized populations. Committed to impactful service delivery and community support.

Overview

45
45
years of professional experience
1
1
Certification

Work History

Community Resource Specialist

United Way of Central Maryland
10.2015 - Current
  • Evaluated program effectiveness through regular assessment of client satisfaction, resource utilization, and measurable outcomes to inform future service improvements.
  • Managed grant-funded programs aimed at addressing specific access to community needs such as housing, employment, or mental health support.
  • Manage follow-up program, completing more than 20, 000 follow ups, including case based. Created monthly and yearly reports for disbursement company wide and
  • Improved access to resources for community members through proactive outreach and promotion efforts.
  • Established strong rapport with clients through empathetic listening skills, creating an atmosphere of trust and support during difficult times in their lives.
  • Contributed to the development of strategic plans within the organization aimed at improving overall service delivery and maximizing positive outcomes for clients served.
  • Advocated on behalf of clients when necessary to ensure fair treatment within various systems or access to essential services that may have otherwise been denied due to barriers or discrimination faced by marginalized populations.
  • Implemented data collection methods to track program success and inform future initiatives within the organization.
  • Conducted thorough assessments of client needs to determine appropriate resources and services for individual situations.
  • Provided crisis intervention services when needed, ensuring immediate safety and connecting individuals with appropriate resources.
  • Maintained current knowledge of relevant legislation and policy changes that could impact available resources or program eligibility requirements.
  • Participated in community events as a representative of the organization, demonstrating commitment to social responsibility and increasing awareness of available resources.
  • Developed training materials and provided guidance for new team members, fostering a supportive work environment focused on best practices in service provision.
  • Led group discussions and activities to meet different community needs.
  • Helped clients navigate social services system and access needed resources.
  • Coordinated with different service providers to meet clients' individual needs.
  • Tracked service activities and outcomes against outlined plans and goals.
  • Kept case files updated, accurate and aligned with requirements.
  • Assisted clients with obtaining housing, employment and support resources.
  • Provided outreach to several different communities, both in-person and virtual.

Automotive Service Advisor

Several Dealerships and Tim's Automotive
09.1997 - 02.2009
  • Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
  • Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
  • Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
  • Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
  • Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
  • Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
  • Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
  • Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
  • Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
  • Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
  • Streamlined appointment scheduling processes for improved efficiency and increased daily service appointments.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Telephone Operator

Bell Atlantic (now Verizon)
04.1980 - 07.1997
  • Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
  • Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
  • Served on several committees, including database management of phone records, and helped develop easy retrieval tools for difficult listings.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Represented company in many volunteer outreach programs through Future Pioneers of America.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
  • Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
  • Assisted in training new staff on call handling procedures, elevating overall team performance.
  • Enhanced customer experience by providing accurate and timely information over phone calls.
  • Updated internal databases with customer information and call details for future reference.
  • Monitored and reported on call traffic patterns, aiding in staff allocation and scheduling.
  • Resolved customer complaints with empathy and professionalism, restoring confidence in company services.
  • Gathered customer information and promptly input data into computer system.

Education

High School Diploma -

Modesto Junior College
Modesto, CA

Skills

  • Client advocacy
  • Training delivery
  • Policy analysis
  • Empathy development
  • Needs assessment
  • Trauma-informed care
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Multitasking Abilities
  • Reliability
  • Organizational skills
  • Active listening

Certification

  • Critical Medical Needs Program Navigator
  • Community Resource Specialist

Timeline

Community Resource Specialist

United Way of Central Maryland
10.2015 - Current

Automotive Service Advisor

Several Dealerships and Tim's Automotive
09.1997 - 02.2009

Telephone Operator

Bell Atlantic (now Verizon)
04.1980 - 07.1997

High School Diploma -

Modesto Junior College

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Robin Zamini