Customer Service Manager

Laquita K. Sigler

***** *. ******* ***. *******, Illinois

773-***-****

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

_____________________________________________________________

Career Qualifications

Seven years of progressive experience with responsibilities in social

services, direct services, corporate administrative functions, recruitment,

and employee relations. Highly effective communicator and proven experience

interfacing with all levels of management; fully supportive and respectful

of superiors, peers and subordinates. Exceptional ability to handle

multiple projects and functions as a professional result driven "Team

Player".

Education

Master of Arts, March 2010

National Louis University, Chicago, Illinois

Major: Psychology

Bachelor of Arts, May 2002

Lewis University, Romeoville, Illinois

Major: Psychology

Work Experience

Analyst II, February 2010- Present

Heitech Services/Chicago National Processing Center, Chicago, Illinois

Provide comprehensive analytical work on permanent and temporary

labor certification applications while complying with program

regulations, technical guidance and standard operating procedures

Receive positive feedback on a regular basis from Certifying

Officers regarding careful case work and detail

Submit recommendations to the appropriate Federal staff regarding

the disposition of each application that was fully supported by

the case documentation

Selected to assist with the implementation of new and existing

H2-A regulations that receive heavy congressional oversight

Productive and efficient member of the PERM Rapid Response Team

Extremely flexible in highly stressful, rapid changing

environment

Works well independently with little supervision

Met all regulatory deadlines for case determinations in a timely

manner

Assisted in over 20% increase of determinations made for PERM

backlog

Reviewed all assigned incoming applications for completeness and

accuracy

Analyze employer responses to Notice of Deficiencies

Upon Certifying Officer's request, independently drafted new and

professional correspondences to stakeholders regarding denials

and modification

Lead work groups efforts regarding similar case discrepancies

Requested by superiors for assistance with special projects

Perform employer existence checks

Share expertise and provide assistance to team members while

maintaining a positive attitude at all times

Maintain files in an accurate and orderly manner

Prepare a variety of documents, correspondences, and reports

using word processing and database software

Housing Resource Specialist, June 2006- February 2010

Heartland Alliance, Chicago, Illinois

. Monitored client's compliance with federal regulations regarding

housing subsidies and grants (CHIP/SPNS/HAP/etc)

. Evaluated program policy and effectiveness using qualitative and

quantitative methods

. Located and negotiated private market rental units for disabled

clients

. Advocated for client fair housing and medical benefit eligibility

. Maintained highly confidential medical file

. Assisted with Medicare and Medicaid discrepancies

. Given major responsibility of implementation of new initiatives

. Participated in policy development and analysis

. Developed successful partnerships between agency and community

. Investigated and remedied tenant and landlord complaints

. Ensured safety and fairness among rental practices and contracts

. Referred clients for treatment and healthcare services

. Worked closely with landlords to address tenant complaints

. Submitted documentation for rental subsidies and assistance

. Documented all client housing issues

. Counseled clients on independent living skills

Human Resource Assistant (volunteer), December 2005- February 2010

MTB Consulting, Chicago, Illinois

. Compiled information to determine status of various account

activities

. Composed budget reports

. Managed weekly open/closed finance/accounting requisition reports

for review with senior management

. Developed training material for MTB contractual staff to include

course content, video tapes, slides, etc

. Retrieved and distributed mail

. Customer service tasks such as answering phones and greeting

clients

. Responded to information requests on company services

administrative processes and contracts

. Managed home office and satellite locations

. Processed travel vouchers and timesheets

. Discussed personnel needs with supervisors in order to prepare and

finalize payroll issues

Foster Care Case Manager, July 2004-December 2005

Children's Home and Aid and LCFS, Chicago, Illinois

. Monitored placements of all clients in residential and foster care

settings

. Purchased client therapeutic items per evaluation results

. Assembled and summarized information from files and documents for

family court presentation and testimony

. Performed diligent search efforts for biological parents and

siblings

. Developed service plan for clients to prepare for family

unification goals

. Assisted clients with housing needs within the service region

. Referred clients for mental health and drug assessments

. Listened to concerns of biological family, court officials, and

clients

. Evaluated progress on goal achievement and treatment plans

. Assessed homes for clean safe and nurturing environment for client

well being

. Conducted client Interviews

. Obtained healthcare updates as needed

. Investigated abuse and neglect allegations

. Wrote detailed family history after fact finding and extensive

family case history research

. Reported client case and progress to juvenile and family court

. Worked closely with attorneys

Prevention Educator/Teacher's Aide, March 2002-September 2003

Guardian Angel Home, Joliet, Illinois

. Counseled diverse population of parents, survivors, and community

members with concerns

. Trained new staff and volunteers in sexual assault/domestic

violence topics

. Conducted shelter inspections to identify potential hazards and

policy violations

. Assisted students in all academic areas for integration into

mainstream school

. Planned and facilitated social activities for lessons in social

appropriateness and life skills

. Crisis intervention via 24-hour help line

. Recruit volunteer staff for mentoring program for children at risk

of violence and sexual assault

. Responsible for program oversight and management of all mentor

volunteers

. Composed narrative budget justifications to explain the need for

continued funding

. Presented sexual assault prevention education to community groups

. Assisted/Prepared mentoring program for children at risk of family

violence

. Conducted client intake and assessment interviews for shelter

services

. Participated in seminars and trainings for personal and career

growth

. Complied data and created reports for grant funding agency as a

means of measuring the effectiveness of training programs

Technical Skills and Recognition

Courses in statistical analysis and design, strong computer skills in

Outlook, Microsoft office, Internet, Types 40 wpm with less than 3% error.

Named employee of the quarter by Heartland Alliance Associate Director for

exemplary service and customer care. Extensive counseling experience

specifically concentrated in group dynamics.

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