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Customer Service Training

Location:
Jonesboro, GA, 30236
Posted:
September 13, 2010

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Resume:

Summary of Qualifications:

Results oriented, professional with proven ability to create, implement and

manage large scale projects. For over 25 years, worked with government

agencies, interpreted regulations and legislation and applied program

policy. Background includes strong strategic planning, organizational,

analytical, coalition-building, writing and interpersonal skills.

Specialized capabilities are:

Program Development Risk Management Team-Building

Program Evaluation Leadership Customer Service

Experiences:

Centers for Disease Control and Prevention (CDC), Atlanta, GA

Office of Enterprise Communication

Public Affairs Specialist II-Contractor February 2008 -

June 2009

. Prepared briefing materials, talking points, presentations and scripts

for the CDC Director and member of the Executive Leadership Board.

. Gathered relevant information on subject matter and persons of

interest through research that was in keeping with the speaker's style

and agency's mission.

. Edited and updated materials and sections for the CDC Director's

dedicated intranet website.

. Responded and tracked internal and public inquiries relating to CDC

activities and programs.

. Collaborated with internal and external public affairs officers to

obtain or exchange scientific and health information, plan speaking

engagements and meetings and support joint campaigns and announcements

as needed and when appropriate.

. Wrote materials to promote public health messages and support

administrative services including annual reports, fact sheets,

newsletters, web-sites content, standard operating procedures and

internal policies.

. Participated in internal policy team and monthly update meetings and

weekly review of speaking invitations to evaluate strategic value of

these opportunities.

. Prepared generic presentations and slides for shared use for the CDC

Speakers Bureau.

. Developed a system to efficiently solicit and select content from CDC

Centers for the 2008 Annual State of CDC Report.

. Assisted in compiling Agency-wide employee work satisfaction survey

results and developed an Employee Recognition Program in support of

CDC organizational excellence activities.

Georgia Department of Labor, Atlanta, GA

Vocational Rehabilitation Services

Vocational Rehabilitation Counselor Associate January 2006-

February 2008

. Coordinated vocational rehabilitation services to assist clients with

disabilities to obtain and maintain employment.

. Interviewed and evaluated clients with disabilities to determine type

and degree of disability, eligibility for service, and feasibility of

vocational rehabilitation.

. Conferred with medical and professional personnel to document, request

and interpret testing and receive input to complete in-depth client

needs assessments.

. Developed Individualized Client Work Plans that included

recommendation for program enrollment or out-source referral.

. Used organizational resources either directly or through case

management to secure tangible goods needed for client's employment,

e.g. transportation assistance, uniforms, shoes, tools, etc.

. Developed and maintained an information bank regarding personal

development programs, vocational training programs, GED and other

adult education programs that would enhance the employability and

retention of program clients.

. Developed automated system to track client program participation and

services received including appropriate milestones.

. Reviewed and prepared reports and studies to ensure client services

requirements were being met and appropriate rules and regulations were

applied.

. Established a records management system to comply with Federal

regulations.

. Participated in special projects and performed special assignments.

Self-employed

Consultant January 2001-Janaury

2006

. Met with clients to develop plans to effectively and efficiently

provide management support, execute projects and/or provide quality

deliverables.

. Performed pre and post-award contract functions including

negotiations, cost/price analyses and administration of contracts for

services.

. Served as liaison for administrative services, arranged logistics and

travel and resolved issues affecting terms of agreements.

. Participated in evaluation and analysis studies of work processes,

procedures and a variety of administrative activities such as

training, human resources, strategic planning, etc.

. Produced publications, briefing papers, reports and training materials

to meet clients' needs.

. Conducted skills-based training workshops and focus groups.

Centers for Disease Control and Prevention, Atlanta, GA

National Center for Chronic Disease and Health Promotion

Division for Cancer Prevention and Control

Public Health Advisor June 1992-January 2000

. Performed analytical functions that included formulating, evaluating

and analyzing public health policies, operations and monitoring

activities of grantees funded under the National Breast and Cervical

Cancer Early Detection Program.

. Served as a subject matter expert in the development and

implementation of new program announcements targeting innovative and

unique prevention and intervention approaches.

. Managed functions related to the initiation, administration and/or

close out of grants and cooperative agreements.

. Provided technical assistance to state health departments,

professional agencies and community-based organizations associated

with program activities.

. Prepared program budgets and requests for funding including

facilitating subsequent revisions.

. Interpreted Federal Laws and administrative policies; and as directed,

crafted policies, procedures and guidelines for program operations.

. Served on committees, participated on special projects, and organized

the annual cancer conference.

. Led the planning committee for the Annual Grantee Conference for the

National Breast and Cervical Cancer Early Detection Program.

U.S. Department of Education, Atlanta, GA

Office for Civil Rights

Equal Opportunity Specialist August 1987-May

1992

. Conducted complaint investigations of elementary, secondary, and

postsecondary institutions to ensure recipients of Federal financial

assistance complied with the nondiscrimination provisions of Federal

Laws.

. Reviewed the allegations to establish the Office for Civil Rights

jurisdiction

. Developed plans and investigated complaints based on departmental

policies and case laws.

. Formulate a system to collect relevant data and information to

determine the merits of the allegations.

. Obtained evidence for complaint resolution through data collection,

records reviews and interviewing of witnesses.

. Analyzed, evaluated and presented the case information in a Letter of

Findings including corrective action plan when required.

. Participated in compliance reviews and site monitoring of recipient

institutions' to determine adherence to their corrective action plan.

U.S. Department of Army, Berlin, Germany

Child Development Center

Family Child Care Director June 1984-August

1987

. Implemented a residency-based child care program in compliance with

Army regulations that included administrative, fiscal and supervisory

duties.

. Researched, analyzed and integrated existing systems, strategies,

services and other related child care matters to develop a

comprehensive program.

. Assisted in the design, development and implementation of automated

reporting systems to capture data consistent with program objectives.

. Developed program policies, operating procedures and memorandum of

understandings to standardize and introduce new program functions.

. Promoted the program in the military community and recruited child

care providers through media relations products including press

releases, television and radio commercials, fact sheets and public

appearances.

. Designed a comprehensive certification program for Family Child Care

providers that included developing training curriculum, criteria for

home inspections, monitoring protocol and conflict resolution

guidelines.

. Collaborated with other Army agencies to ensure all programs standards

and guidelines were met.

. Served as a member of the Family Council Committee to identify

resources and resolve concerns adversely impacting the soldier's

family.

City of Atlanta, Atlanta, GA

Private Industry Council

Operations Manager October 1979-November

1983

. Coordinated private sector employment and training programs for

disadvantaged and marginally skilled individuals that included

administrative, fiscal and supervisory duties.

. Provided oversight of administrative activities including personnel,

fiscal facility management, MIS and internal audit.

. Developed policies and procedures to administer program operations in

compliance with applicable Federal legislation.

. Designed instruments to monitor, analyze and evaluate program

effectiveness and efficiency.

. Represented the Private Industry Council at public hearings, community

meetings and media events.

. Developed and implemented strategies to improve administrative

procedures and relationships with internal customers and external

partners.

. Conducted labor research to determine employment trends to direct

funding to support job training initiatives.

. Established a "career readiness" program that included designing and

utilizing existing assessment instruments and developing a training

curriculum.

. Managed tracking systems created to monitor client activities,

progression and performance during program enrollment.

. Operated a special initiative to place youth in summer jobs with local

businesses.

City of Atlanta, Atlanta, GA

Comprehensive Employment Training Program

Manpower Counselor February 1978-

October 1979

. Oriented the public, clients and employing agencies on Federal

regulations governing the CETA Program.

. Provided intake, written assessment, and case management services for

clients that included establishing employment goals and objectives.

. Provided clients with career advice, job search guidance, counseling

and related services in accordance with the Jobs Training Partnership

Act.

. Matched clients with appropriate job openings and followed-up with

candidates and employers to assess the quality and success of

referrals.

. Conducted site visits to provide follow-up placement services to

clients and employing agencies and performed field audits to detect

program fraud and abuse.

. Managed retention tracking program for subsidized job slots that

incorporated a data collection system.

. Prepared written reports and made oral presentations.

City of Atlanta, Atlanta, GA

EEO/Affirmative Action Office

Affirmative Action Officer Assistant February 1976-

February 1978

. Assisted in preparing and implementing the City's annual Affirmative

Action Plan.

. Investigated and resolved employee discrimination complaints in

accordance to Federal regulations and City policies.

. Assessed employment programs and analyzed management practices,

organizational structures and employment patterns to determine if EEO

problem areas/barriers existed.

. Worked closely with management and staff to develop targeted

recruitment strategies, address critical areas and accomplish action

items.

. Developed and implemented in-service training programs for employees

on a continuing basis to provide current information on EEO and career

mobility topics.

. Monitored the implementation of the City' plan; identified problems

through using internal tools such as surveys and desk audits; and

developed measures to rectify urgent concerns.

. Kept abreast of current discrimination issues; relevant state and

federal laws; and effective affirmative action strategies.

Education:

Clark- Atlanta University, August 1975 Spelman College,

May 1974

Master of Arts - Education Bachelor of Arts-

Psychology

Concentration - Guidance and Counseling Minor - Education

References Available Upon Request



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