VALERIE S. JONES

281-***-****

acuvry@r.postjobfree.com or acuvry@r.postjobfree.com

HUMAN RESOURCE MANAGEMENT/CASE MANAGER/SUPERVISOR

Accomplished leader with extensive experience in customer service. Organization management professional extensive

Human resource experience. Well known for offering a proven track record of operation improvement. Recognized for ability to

build, motivate & develop high-performing teams to accomplish challenging goals in a fast-paced, deadline-driven

environment. Leads by example with strong work ethic & commitment to quality – that effective person who can achieve

results quickly & cost effectively. Knowledgeable in strategic business processes & improvement methodology to accelerate

operational productivity. Strong analytical, organizational, verbal & written communication and relationship-building skills.

Able to work independently and exercise excellent problem-solving & decision-making skills with minimal supervision.

Focused leader with ability to inspire staff to achieve outstanding results. Excellent planning, organizing, and monitoring

skills. Effective communicator with strong interpersonal skills. Able to build productive relationships and resolve complex

issues.

PROFESSIONAL EXPERIENCE

TEXAS DEPARTMENT OF CRIMINAL JUSTICE/HIGHTOWER UNIT PRESENTLY

Case Manager III (Psych Education Instructor/Development Training)

Managed case load of 40-50 high risk offenders.

Psych Ed. Instructor/Teacher rotation every four months of Phase I program.

Interviews offenders to identify service needs, problem areas, service gaps, and areas that are barriers to services; develops and implements service plans to meet offender needs; maintains case history and progress records; and prepares reports and evaluations

Assists in monitoring the activities within the therapeutic community; collaborates at treatment meetings to monitor offender progress; and makes recommendations.

Provides ongoing case management and serves as a liaison between offenders, offender families and service providers; implements follow-up and aftercare plans for offenders who participate in the program; and disseminates information on community resources for offender placement in follow-up treatment.

Facilitates and participates in training events; prepares lesson plans; and facilitate preparation and presentation of educational modules.

Familiar with Flow Charts, Pareto Chart, Check Sheets. (TQM) & Six Sigma

*Performs a variety of marginal duties not listed, to be determined and assigned as needed.

Accomplishments:

oConsistently complete Phase I within time limit deadline.

oTimely submission of detailed and accurate required documents.

ALDINE ISD SCHOOL DISTRICT 2014-2015

Substitute Teacher (Educator)

Assume the regular teacher duties

Administering lesson plans. Assume all duties of the regular classroom teacher promptly and in accordance with school rules. Including bus, lunchroom, playground, hall duty or other duties assigned by the building principal.

Follow the instructions left by the teacher or alert the administrator if there are no plans to follow.

Check to ensure that there are sufficient supplies in the classroom to carry out lesson plans.

Maintain normal classroom routines and discipline procedures.

Spend the entire assignment working with and for the students. No personal work of any kind should be done. As the substitute teacher, carry out the instructions of the regular teacher, including grading daily papers and leaving a summary of work covered.

Remain in the classroom if a student teacher of intern is teaching.

Maintain a positive learning atmosphere in the classroom. Disruptive student conduct in class in not acceptable. If serious student behavior problems occur, assistance should be sought from a neighboring teacher or a building administrator.

Accomplishments:

Substitute teacher consistently meeting daily role in education.

Daily on-call, filling in for teachers who are absent.

Permanent assignments when needed.

Assist in allowing the learning process to continue uninterrupted.

Valerie Jones Page 2

FEDERAL EXPRESS CORPORATION 1998 – 2014

FEDEX TECHCONNECT CALL CENTER – Houston, TX

Manager on Duty (2009 – 2014)

Assistant Manager of a high-volume call center receiving 20,000+ customer calls a day. Reported to Center Manager.

Completed company Management Trainee Program.

Supervised a team of 120 call center staff; managed schedules and time-off requests.

Monitored employee stats and phone calls to ensure compliance with daily productivity.

Trained new employees and team leads, reported back to management.

Facilitated weekly team meetings reviewing adherence and status reports.

Coordinated across departments to identify quality improvement opportunities.

Investigated and resolved service related inquiries and communicated outcomes to management.

Updated management regarding operations, production, and problem resolution.

Familiar with Flow Charts, Pareto Chart, Check Sheets. (TQM) & Six Sigma

Accomplishments:

oConsistently met daily productivity goals related to customer calls received and transactions completed.

oReceived award for Outstanding Employee of the Month

oLed Annual United Way Giving Campaign.

FEDEX TECHCONNECT CALL CENTER – Houston, TX

Senior Customer Service Representative / Staff Trainer (2006-2009)

Reported and supported multiple department managers.

Received and managed up to 300 inbound calls from consumers and account holders.

Specialist for hi-tech, high-volume shipping account holders.

Trained new employees providing side-by-side and hands-on coaching on call flow and techniques.

Conducted on-going employee training to ensure compliance with company standards.

Briefed employees on policy changes and protocols for emergencies or late package deliveries.

Accomplishment:

oKey member of a task force which implemented strategy increasing productivity ratings from “low performance” to “recognized”.

FEDEX EXPRESS – Houston, TX

Customer Service Representative (2003-2006)

Handled call volume of up to 200 calls daily.

Scheduled package pick-up and delivery, tracked missing packages, and resolved customer concerns.

Data entered customer transactions into computer.

Accomplishment:

oPromoted to Senior Customer Service Representative / Staff Trainer

FEDEX EXPRESS – Houston, TX

Payroll Operation Agent / HR Assistant (1999-2003)

Part –time position reporting to the Human Resources Manager.

Handled weekly payroll for up to 300 employees; performed data entry and recordkeeping.

Assisted with recruiting, screening, interviewing, hiring, and on-boarding new employees.

Conducted new hire orientation, facilitated benefit selection and reviewed employee handbook.

Monitored adherence to regulatory and hazard codes; developed procedures to ensure facility safety; security and maintenance; collected and analyzed survey data, regulatory information, and demographics.

FEDEX EXPRESS – Houston, TX

Team Lead Handler/Delivery Driver (1998-1999)

Performed duties that included supervision of drivers and operation of DOT vehicles, airport delivery/handing of packages, other administrative and office functions to include training.

Valerie Jones Page 3

EDUCATION

Master’s in Business Administration, University of Phoenix, Houston, Texas (MBA), (EDD December 2015)

Bachelors of Science in Business, Human Resource Management Certification, University of Phoenix

Houston, Texas - 2014

Core Competencies: Leadership, Project Management/Supervision, Talent Acquisition/Training/Instructor

New Hire Orientation, Payroll Processing, Policy and Procedures, and Development Training

ADDITIONAL TRAINING

Payroll, Coaching/Mentoring, Proficiency in Windows Operating Systems; Microsoft Office Applications MS Word-Excel-

PowerPoint-Spreadsheet-Outlook; SAP; and PeopleSoft. Flow Charts, Pareto Chart, Check Sheets. (TQM) & Six Sigma

PROFESSIONAL AFFILIATION

Member of University Phoenix Alumni

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