Mary Roberson
Mary is a dedicated Business Support Analyst with over 10 years of experience in public service operations, workforce analytics, and customer experience support within the social services sector. Before joining DFCS in 2014, Mary worked as a 911 dispatcher for three years, where she handled emergency calls in a high-stress environment that required quick thinking, emotional resilience, and strong communication skills. After experiencing a particularly difficult call, she made the decision to transition into a new career path. She later discovered an opportunity through a temporary staffing agency as a document specialist, where she scanned and organized records—an experience that ultimately led to her long-term career with the Department of Family and Children Services. Mary began her tenure at DFCS in 2014 as a document specialist and later advanced into case management and eligibility support roles, including Economic Support Associate and Economic Support Specialist. In these positions, she conducted client interviews, reviewed public assistance applications, maintained caseloads, and ensured compliance with state policies and deadlines while providing compassionate customer service. In 2023, she transitioned into her current role as a Business Support Analyst for the call center workforce operations team. In this role, she pulls data from multiple databases, manipulates raw data using advanced Excel functions, and prepares performance, KPI, and operational reports using Excel and PowerPoint. She reports to call center leadership on agent performance metrics, call trends, and operational productivity, while also supporting agent scheduling and developing training materials. Mary is particularly proud of having created report templates that are still used within her organization today. Her career represents a journey of growth, resilience, and discovering professional strengths in data analysis and operational strategy. She holds both a Master of Business Administration and a Bachelor’s degree in Business Administration with a focus on Information Technology Management from American Public University. In addition to her professional work, Mary volunteers as a scholarship reviewer with The National Society of Collegiate Scholars, where she supports educational advancement and economic opportunity for students. She remains passionate about using her analytical and technical skills to improve service delivery and make a meaningful impact in her organization and community.
• Undergraduate Certificate, Human Resources Management
• American Public University - MBA, Business Administration, Information Technology Management
• American Public University - BSBA
• American Public University - AA
• National Society of Collegiate Scholars
• Animal Rescue and Care
• The National Society of Collegiate Scholars
What do you attribute your success to?
My grandmother was just this incredible woman. She taught us about responsibility and integrity. If you say you're going to do something, then you do it, and if you start something, you finish it. When I was younger, I didn't always follow that advice, but as I got older, I realized she was right. And, even though she's no longer with us, her words still echo in my head every day.
What’s the best career advice you’ve ever received?
No sentence should ever end in "I don't know". It should always be, "I don't know, but let me get back to you," and then you go find the answer. One of my previous supervisors taught me that when you are faced with an issue, you should take ownership and find a solution.
What advice would you give to young women entering your industry?
Get an education. That is the most important thing you can do. I waited a long time to finish mine, and I wish I would have done it sooner. I often think of how much more I could have achieved if I would have finished college sooner.
What are the biggest challenges or opportunities in your field right now?
There is always a lot of uncertainty within the government and it is important to remember that our actions can impact the lives of the people we serve. When someone is seeking assistance due to difficulties they are facing, we must react with empathy and understanding.
What values are most important to you in your work and personal life?
Definitely honesty and taking responsibility. Nobody should ever say that's not my job, or it's not my fault. It may be hard, but it is important to step up and admit it when we make a mistake and then find a solution to fix it. We all make mistakes, and the most important thing, is just taking responsibility and doing what you can to fix it.
Locations
Department of Family and Children Services
Parrott, GA 39877