Customer Service Manager
Resume:
Joan Jones
Pasadena, MD *****
**********@*******.***
OBJECTIVE
To obtain position that will utilize current skills and encourage growth. I’m highly
experienced in working with diverse populations in a training setting. Training,
supervisory and excellent customer service skills
CORE PROFESSIONAL STRENGHTS
Computer literate Daily/ weekly scheduling Problem solver
Supervised/ trained staff Monthly reports Excellent communicator
PROFESSIONAL EXPERIENCE
FICM II/ Employment Services
Gwinnett County DFCS, Lawrenceville, GA 10/2002-Present
Determine eligibility for individuals/ families seeking public assistance through
interviewing, collecting data and processing case according to state and federal
guidelines.
Conduct/ facilitate TANF orientation for applicant/recipients.
Assist customers with applications, resume reviews and interviewing skills.
Process monthly requests for transitional support service.
Conduct annual and semi-annual reviews to determine continued eligibility in requested
programs.
Assisted in strategies to increase participation to meet both states and federal guidelines.
Maintain referrals and correspondence with partner agencies
Monitor scheduling and participation hours for TANF volunteers.
Complete weekly attendance and monthly data to determine participation of customers.
Economic Self-Sufficiency Specialist/ Analyst
State of Florida, DCF, Ft. Lauderdale, FL 7/1996- 6/2002
Managed ongoing caseload of 800 TANF/ Food stamp recipients
Determine eligibility for individuals/ families seeking public assistance through
interviewing, collecting data and processing case according to state and federal
guidelines.
Conduct annual and semi-annual reviews to determine continued eligibility in
requested programs.
Assisted in training of new recruits and their transition to ongoing units,
Promoted to Human Services Analyst in 2002.
Liaison for DCF and partner agencies (Child Support Enforcement, Medical
providers).
J. Jones p2
Case Manager
W.O.R.C., Daytona Bch., FL 5/1993-11/1995
Managed caseload of 60 developmentally delayed individuals
Conducted home /workshop visits to ensure progress
Member of Review Committee to ensure resources and community involvement with
agency.
Transportation Management Coordinator (88N)
United States Army Reserves 6/1990- 5/1994
Advise military and civilians regarding shipment of personal property and passenger
travel and prepare the necessary documentation
Request and coordinate transportation
Prepare transportation movement documentation and related forms
Document and inventory freight, cargo and materials of all types
Mark, label cargo and freight shipments in accordance with regulatory requirements
EDUCATION
Bethune- Cookman University Daytona Bch, FL 8/1989- 6/1993
B.S., Criminal Justice.
Deerfield Beach High School Deerfield Bch., FL 8/1980- 5/1984
Diploma
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