Angela Smith
Raeford
Summary
Compassionate and dependable customer service professional with 10+ years of experience in government services, administrative support, and high-volume customer service environments. Skilled in telephone outreach, active listening, relationship building, information gathering, documentation, and maintaining confidentiality. Proven ability to work independently, follow structural procedures, and provide exceptional support to diverse populations. Experienced using web based applications and managing sensitive information with professionalism and accuracy.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Income Maintenance Technician/Caseworker II
Cumberland County Department Of Social Services
01.2025 - Current
- Ensured client confidentiality through strict adherence to privacy policies when handling sensitive personal information.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
- Resolve concerns and escalate issues according to established procedures.
- Managed competing priorities and meet quality and timeliness standards.
- Built rapport and provide compassionate service to diverse populations.
- Worked remotely and in office to assist clients with issues regarding government benefits.
- Handled high call volumes while assisting clients with applications and program navigation
- Resolved complex inquiries, improving client satisfaction and reducing repeat calls
- Consistently met and exceeded productivity and performance metrics.
- Trained and supported new hires in systems, workflows, and customer service practice
- Provided accurate easy to understand explanations of policies and services
Administrative Assistant
Next Step Developmental Learning
06.2023 - 01.2025
- Managed calendars, scheduled appointments, and coordinated meetings
- Handled email and phone communications ensuring timely responses
- Maintained digital and physical filing systems for efficient document access
- Assisted with onboarding and recruitment coordination
- Supported daily operations to improve overall office efficiency
Preschool Lead Teacher
Next Step Childcare Center
04.2018 - 06.2023
- Managed daily schedules, documentation, and communication with parents and staff
- Maintained organized records and tracked student progress
- Built strong relationships through consistent communication and support
- Adapted quickly to changing priorities in a fast paced environment
Education
Sociology - Sociology
Fayetteville State University
05-2023
Skills
- Remote client Support & Communication(Phone & Email)
- Case Management & Eligibility Processing
- Data Entry
- Microsoft Office
- Active Listening
- Documentation
- Patient Engagement
- Problem Resolution
Certification
- First Aid Certification CPR Certification
- Administrative Assistant Training
- Virtual Assistant Training
- Project Management Fundamentals
- Salesforce( Currently in Training to take certification exam in July 2026)
Timeline
Income Maintenance Technician/Caseworker II
Cumberland County Department Of Social Services
01.2025 - Current
Administrative Assistant
Next Step Developmental Learning
06.2023 - 01.2025
Preschool Lead Teacher
Next Step Childcare Center
04.2018 - 06.2023
Sociology - Sociology
Fayetteville State University