Customer Service Quality Assurance
Resume:
Tipp City, Ohio *****
937-***-**** ( abij9r@r.postjobfree.com
Lauren franzer
Summary of qualifications
* Excellent communication and customer service skills.
* Experience working with disadvantaged populations experiencing complex
life situations.
* Knowledgeable in Microsoft Office programs.
Employment
The Ohio State University - STAR II Project
Columbus, Ohio September 2009 to
June 2010
CRA Therapist/Graduate Research Associate
* Received training in the Community Reinforcement Approach, a behavioral
intervention to reduce drug/alcohol abuse, by a licensed psychologist and
principal investigator of the STAR II Project.
* Provided CRA Therapy to homeless youth that were randomized into the
therapeutic intervention.
* Received weekly supervision from a licensed psychologist and professor at
The Ohio State University, College of Education and Human Ecology.
* Helped collaborate and organize tasks for volunteers for the program so
that the needs of the population were best served.
* Continued to perform the undergraduate research assistant duties.
The Ohio State University - STAR II Project
Columbus, Ohio September 2008 to
August 2009
Case Manager/Graduate Research Associate
* Communicated with various community agencies to become more knowledgeable
in the resources available to the homeless youth population.
* Discussed with youth receiving the case management intervention the
services they were in need of to best link them with the appropriate
community agencies.
* Received weekly supervision from a professor at The Ohio State
University, College of Education and Human Ecology.
* Continued to perform the undergraduate research assistant duties.
The Ohio State University - STAR II Project
Columbus, Ohio January 2008 to
August 2008
Undergraduate Research Assistant
* Received Institutional Review Board training to work in research with
human subjects.
* Recruited homeless youth ages 14 to 20 from various community agencies to
participate in the research program through the utilization of
empathetic, sincere communication skills.
* Performed a battery of intake and follow-up assessments on youth that
enrolled in the program to accurately track changes that occurred in the
youth throughout the research program.
* Consolidated the data and performed quality assurance to ensure accurate
data collection.
* Entered data collected into WebSurvey database that was later converted
to statistical analyses to scientifically analyze multiple variables of
the homeless youth population.
The Ohio State University Medical Center - Department of Education,
Development, and Resources
Columbus, Ohio November 2005 to
June 2008
Administrative Assistant
* Assembled and organized training materials for courses including
orientation and re/certification for all medical center employees.
* Compiled course evaluations from participants into department database
that tracked facilitator effectiveness and the knowledge gained by
participants.
* Researched medical center awards to better highlight the high level of
service provided by the organization.
Internship
The Ohio State University Medical Center - Department of Social Work
Columbus, Ohio September 2009 to
June 2010
Social Work Intern
* Shadowed the Director or Social Work for the entire medical center
organization.
* Aided in the budget process through the analyses of worker output and
hospital demand to justify an increase of FTE requests so the patient
population could be better served.
* Participated in case reviews regarding patients experiencing complex
health and lifestyle situations to ensure that the patient's best
interests were being followed within the hospital.
* Created process for ordering and tracking supplies for disadvantaged
patients.
Education
M.S.W. in Social Work September 2008 to
June 2010
Concentration: Administration
The Ohio State University
Columbus, Ohio
B.S. in Human Ecology September 2004 to
June 2008
Concentration: Human Development and Family Science
The Ohio State University
Columbus, Ohio
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