Customer Service Safety

Tiffany Porter

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

***- ***- ****

***********@*****.***

SUMMARY of QUALIFICATIONS

. 6 Years of Customer Service experience

. Ability to observe and evaluate children's developmental

progress

. Skills in planning parent/child activities.

. Skills in conducting research on Child and Youth intervention

programs

. Skills and experience in developing and teaching educational

lessons

. Skills in designing activities which contribute to social,

emotional, intellectual, and physical development of children

. Over 5,000 hours of experience working with Children and Youth

. Knowledge of and ability to apply Family Systems Theories

. Skills in conducting intakes for juvenile case files

. Skills in preparing documents for Case Managers

. Ability to type 40+ WPM and use various office equipment

(computers, printers, scanners, fax machines) multi-line telephones

and software programs

EXPERIENCE

January 3, 2012- December 12, 2012

Catholic Charities, St. Vincent's Villa

Residential Treatment Counselor

. Supervised and assisted children in all daily living activities to ensure

the physical care and emotional nurturance of the children.

. Recognized the needs and abilities of the children in relation to

interactions and activities.

. Maintained unit documentations.

. Provided crisis intervention, including recognizing and deescalating

problems between children.

. Communicated information regarding children's progress or problems in

residence with teachers, therapist, and unit staff.

. Established meaningful relationships with the children

. Recognized and met the basic need of the environment by actively working

to ensure a clean, safe, and well-organized unit environment.

June 2007- Present

YMCA of Central Maryland

Senior Camp Counselor

. Supervised 10 counselors.

. Administered developmental guidance and educational lessons to children

of various age groups.

. Developed procedures and lessons, which support the goals of the children

and youth program. Assist in planning group activities.

. Collaborated with parents to established learning goals for children.

. Provided positive guidance and instructional advice to parents pertaining

to children's social, emotional, physical and cognitive skills.

. Enforced proper safety measures; maintained appropriate standards for

health, physical safety and sanitation of the YMCA. e.g., compliance with

health, fire, safety, facility, program requirements and standards.

2006- 2007

Forever Baby Daycare

Daycare Assistant

. Assisted in managing daycare classroom; maintained order and discipline

among children in the classroom.

. Developed educational activities for children.

. Enforced proper safety measures; maintained appropriate standards for

health, physical safety and sanitation of the daycare. e.g., compliance

with health, fire, safety, facility and program requirements and

standards.

EDUCATION

Towson University Bachelor of Science, Liberal

Arts, 2011

Towson, Maryland Major: Family Studies and Community

Development

Track: Services to Children

Minor: Psychology

RELATED COURSE WORK

Introduction to Family Studies (3 sem hrs), Family Resource Management (3

sem hrs), Theories of Family Functioning (3 sem hrs), Trends in

Contemporary Family Life (3 sem hrs), Family Law (3 sem hrs), Preparing

Human Service Workers: Pre-Internship (3 sem hrs), Family Relationships (3

sem hrs), Parent-Child Across the Lifespan (3 sem hrs), Community Services

for Families (3 sem hrs), Writing and Research Methods in Family Studies (3

sem hrs), Internship in Family Studies (3 sem hrs), Senior Seminar in

Family Studies, (4 sem hrs), Early Childhood Development and Intervention

(3 sem hrs), Introduction to Psychology (3 sem hrs), Human Development (3

sem hrs), Social Psychology (3 sem hrs), Personality (3 sem hrs),

Adolescent Psychology (3 sem hrs), Behavioral Statistics (4 sem hrs),

Psychology of Learning (3 sem hrs), Research Methods in Psychology (4 sem

hrs), Fundamentals of Speech Communication (3 sem hrs),

RESEARCH

. Independently conducted 3-month research and orally presented a 75-

minute lecture on the topic of The Importance of Bullying Among Youth:

Bullies and Victims.

. Applied Family Systems Theories to case studies and true-life

situations.

. Researched topics of family concern such as in-school form of

bullying, cyber-bullying, bully and victim statistics,

characteristics, and family background, coping mechanism, bystanders,

and ways to prevent bullying for oral presentations and written

reports.

INTERNSHIPS

August 2010 - December 2010

Department of Juvenile Services

Performed a variety of administrative duties for Juvenile Case Managers.

Duties included; receiving telephone calls, verifying the nature and

purpose of the calls or visits and determining the importance of the call,

preparing information needed for meetings, conferences and case files.

Maintained files and reports for the agency, covering administrative

procedures and management documents.

January 2010 - May 2010

Sharp-Leadenhall Community

Assisted Community Leader with the distribution of surveys to the residents

that would provide information about their needs, skills, level of

education, and occupational interest. Performed administrative duties for

the Community Leader; e.g., receiving telephone calls, distributing work

among other volunteers, scheduling appointments and preparing documents for

community.

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