Manager Customer Service
Resume:
Angela O'Quin
**** ******** *******, ** ***** 313-***-**** 313-***-****
**********@*****.***
Objective: To obtain a Staffing Specialist position with Renhill Human
Resources, this allowing me to utilize my education and
experience in contributing to your organization.
Education:
University of Detroit Mercy Detroit, MI
Pursuing Master of Arts in Financial Economics 06/2011
Goodwill Industries of Greater
Detroit Detroit, MI
Certified Global Career Development Facilitator 5/2006
University of Detroit Mercy
Detroit, MI
Bachelor of Science in Criminal Justice 12/2001
Experience:
Detroit Workforce Development Department Detroit, MI
ITA/TAA Training Retention Specialist August 2009 - April 2010
o Conduct orientations and individual consultations
introducing customers to eligibility requirements and
available services
o Coordinate training services between ITA referred
customers and training vendors
o Assist customers in training vendor selection, class
scheduling, training cost, and seeking additional
funding sources
o Managed accurate reports for all customers serviced
under No Worker Left Behind funding within the City
of Detroit and other statistical reports
o Utilized the Management Information System to input
complete training contracts and other training data
for eligible TAA, JET and WIA participants
Ross, IES., Work First/Jet Program Detroit, MI
Reports Coordinator / Case Manager April 2008 - present
o Provided all data entry to the Management Information
System
o Created and ran accurate data reports
o Accurately tracked customers and services they
received
o Developed and reviewed service plans in consultation
with clients, and performed follow-ups assessing the
quantity and quality of services provided
o Provided or arranged for support services to prevent
more serious problems from developing
o Collected supplementary information needed to assist
client, while maintaining weekly case notes
o
Development Centers Inc, Individual Training Acct. Program
Detroit, MI
Case Manager March 2003 to October 2007
o Counseled students regarding educational issues and
career planning
o Determined eligibility and assisted students in
choosing specific courses of instruction from
government-approved vendors
o Maintained accurate and complete student files as
required by Detroit Workforce Development Department
o Conducted weekly site visits to approved training
sites to assure regulation compliance, quality
service and job placement
o Monitored and evaluated student progress on weekly
basis
o Utilized MIS system to document weekly case notes and
attendance
o Assisted students in becoming self-sufficient through
employment assistance and other support services
Career Works, Work First Program
Detroit, MI
Case Manager May 2002 to October 2002
o Utilized problem-solving and conflict management
techniques to manage the Work First participant in
aiding them to secure and maintain gainful employment
o Counseled clients through barriers, which hindered
them from becoming self-sufficient
o Administered orientation to new clients on rules and
benefits of program
o Developed a new attendance program, which was
utilized throughout the program
o Entered case notes and attendance daily on the Case
Manager system
Highlights: ? Able to handle multiple projects concurrently
o An experienced team player, bringing enthusiasm and
energy into group efforts.
o Excellent customer service skills
? Assertive, self-motivated, goal-oriented, organized
and efficient
o Proficient in Microsoft Word, Excel, and PowerPoint
o Fast and eager learner
Contact this candidate