Delores Crawford

***** ********** *****

Jacksonville, Florida 32222

H. 614-***-****

E Mail: abkymx@r.postjobfree.com

CAREER OBJECTIVE

I am a customer focus individual who seeks a challenging career opportunity as a Customer Service

Representative within the Business Marketing Industry.

Professional Summary

Professional Demeanor

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Analytical Skills

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Team Oriented

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Strong Written and Verbal skills

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Outstanding Customer Service Experience

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Excellent written and organizational skills

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Leadership / Integrity

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Inbound Outbound calling

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Medical Billing

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EDUCATION

2010 – Present Strayer University

In pursuit of degree in Business

Jacksonville, FL

1989 1991 Alabama State University Montgomery, AL

In pursuit of degree in Business

COMPUTER SOFTWARE SKILLS

Proficient in Microsoft Applications Vista Home / Office, Microsoft Word, Windows XP, Microsoft Office

Communication Server, Excel Spreadsheets, Access Database, Power Point, Outlook, Printer,

Facsimile, Intranet and Internet.

PROFESSIONAL EXPERIENCE

2008 Present Restoration Outreach Call Center Columbus, OH

Customer Service Specialist II

• Acts as liaison with external businesses

Facilitate function with various teams regarding new hire training.

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Service inbound and outbound calls from customers regarding new orders

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Quality review order forms online for upper management

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Adhere to schedule provided by workforce management

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Maintain and always exceed stats in regards to average call time, quality, and after

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call work states

Document log for reason for calls and assistance provided

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Accurate and timely documentation of progress notes for new hires as well as

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observation sheets.

Professional demeanor at all times with staff

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2008 Present NATIONAL YOUTH ADVOCATE PROGRAM (NYAP) Columbus, OH

Mental Health Specialist

Assist with internal and external calls regarding youth patients mental status.

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Review and approve applications based on need and financial availability

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Underwrote care plans for current and return patients

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Engages in direct patient care and participates in therapeutic milieu.

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Provides accurate and timely documentation, progress notes, and observation

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sheets.

Establishes therapeutic relationships with patients, maintaining professional

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boundaries.

Identifies patient behaviors that contribute to the development of a crisis.

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Utilizes non verbal and verbal techniques to de escalate crisis situation.

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Acts as liaison with external agencies and functions on teams with other clinical

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and support staff.

Provides mental health services, including engagement, evaluation, individual

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therapy, family therapy.

Documents and bills for mental health and case management services, and

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completes outcomes information.

2004 2008 ROSEMONT CENTER

Columbus, OH

Youth Specialist

Ability to obtain and organize information into various reports and formats

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Ability to handle multiple tasks.

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Effective verbal and written communications skills

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Implemented and participated in assigned youth related services.

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Provided quality care and general supervision at a required facility; enforce rules

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and regulations; prepare schedules for 15 residential youth

Counsels youth referred to the program as minor offenders and delinquents;

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Conducts investigations and analyses of personal, family, and social problems of

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youth participants;

Screens youth to determine eligibility for project services at Youth Center;

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Maintains caseload of clients who have complex personal and family problems;

Evaluate incoming youth to determine acceptability based on corporate guidelines.

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Records individual clients' personal history, problems, and the particular actions

recommended or taken;

Refers individuals to appropriate agencies and programs; Follows through on

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referrals to ensure appropriate services are provided;

Works with family and friends of clients to advise of problems and gain support

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Observed safety precautions; correct minor safety problems; conduct activities in a

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safe manner; maintain discipline at indoor and outdoor recreation/ program areas.

2003 –Present UNITED MINISTRIES CHURCH Columbus, OH

Youth Director

Service inbound and outbound calls regarding courses offered for at risk youth.

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Delivered motivational speeches to youth, youth workers, staff members and

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parents regarding upper management goals and visions for each fiscal year.

Plans and organizes youth events and manages the annual budget for all youth

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activities and programs.

Oversees all workers and staff within the department

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Assists in the training of volunteers and staff involved in assigned youth related

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services.

Motivate, counsel and encourage 35 youth ages 13 18

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Visionary and planning coordinator of city wide S.T.O.P Conference (Standing to

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Overcome Pressure)

• Oversight of Junior High and Senior High youth programs. These programs include worship,

spiritual development, education, fellowship, discipleship, evangelism, missions, leadership

training and affirmation of youth.

• Plan, provide and coordinate leadership and curriculum for all youth activities.

• Ensure that all youth activities are adequately supervised by approved, responsible adults,

according to UMC guidelines.

• Develop positive relationships with parents of youths participating in the Youth Program and

partner with them to enhance the impact of the ministry.

• Administers training sessions, seminars, and conferences to promote professional

development of the staff.

1995 2003 HUCKABERRY HOUSE Columbus,

OH

Youth Outreach Counselor

Evaluate new and renewal business requests and endorsements and determine

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acceptability based on corporate guidelines and risk based underwriting

philosophy.

Interact via phone and in writing with internal and external business partners

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regarding at risk youth.

Provide a level of service that meets the parent’s needs.

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Approve or reject at risk teen applications.

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Escalated files, when appropriate to other staff members with higher level of

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authority and to supervisor on an “as needed” basis.

Participated in development and implementation of treatment plans for youth while

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maintaining and updating individual case records.

Implemented specific treatment goals by the use of educational, recreational and

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independent living modalities.

Assists with the identification and recruitment of clients/families who meet program

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eligibility requirements;

Individual and group counseling techniques.

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Community resources available for targeted clientele.

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Problems and special needs of low income clientele.

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Inner city family economics and social systems.

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Infant, toddler, and child growth and development.

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Principles, practices, and objectives of Early Head Start programming.

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Principles, practices, and objectives of providing parent education to families

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Consults with assigned program participants to assist them in identifying strengths

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and needs, establishing goals, and developing plans with specific steps for

implementation;

Partnered with agencies to provide educational services to youth.

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Attended local, regional and state meetings and/or activities relating to youth

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related services.

Assisted with the emancipation process of youth

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Developed case studies to provide living strategies for life alternatives.

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