Customer Service Professional Experience

Beverly L. Benjamin

* ***** ****** ***., ***. ** Marlton, NJ 08053

Phone :856-***-**** email: *******@*****.***

KEY COMPETENCIES

Communication Skills~ Customer Service ~ Business Management ~ Problem Solving

Training ~ Counseling ~ Team Building ~ Report Writing / Documentation

PROFESSIONAL EXPERIENCE

Senior Trainer 12/2007 – 04/2017

NJ Department of Children and Families

Office of Training and Professional Development, New Brunswick, NJ

●Launched hybrid training which resulted in self-paced, online learning.

●Delivered live classroom training using a variety of instructional techniques; small group exercises, role play simulation, team activities, group discussions, videos and lectures.

●Trained staff on a variety of topics including, safety awareness, communication, client engagement and advocacy.

●Instructed and mentored new workers to develop self - directed learning plans using SMART goals.

●Communicated effectively with diverse groups utilizing cultural competence.

●Organized and lead train–the- trainer sessions on basic computer navigation and proprietary computer application.

●Applied Microsoft Office Suite applications (i.e., Excel, Word, PowerPoint, and Adobe) in planning and carrying out day-to-day activities.

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Administrative Analyst-Computer Project 03/2006 – 12/2007

NJ Department of Children and Families, Trenton, NJ

●Served as assistant project lead, successfully piloting NJ SPIRIT proprietary computer system to staff across 47 state offices.

●Learned the system from the end-user application perspective; including optimal workflow and processes.

●Coached and promoted the use of the system, reinforcing positive work habits and reduced negative workarounds.

●Tested and validated new standards, new processes, and new system functionality.

●Developed training materials and facilitated staff training and presentations for over 5,000 end-users.

●Developed various reports, presentations, briefings and training documents.

●Provided technical expertise through reviews of program objectives and goals.

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Administrative Analyst 04/2005 – 03/2006

New Jersey Department of Human Services/ Office of Program Integrity and Accountability, Trenton, NJ

●Provided technical assistance to staff to implement Quality Improvement

in Human Resources customer service/call center units, resulting in 20% increase in response times.

●Performed research, compiled and analyzed information/data regarding a variety of

administrative, management, and organizational issues.

●Defined processes and procedures in conjunction with operating staff.

●Persuaded experienced and reluctant staff to change their way of working to incorporate quality methods.

●Acted as key contact with staff to ensure changes were in compliance with department specifications.

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Senior Community Program Specialist 06/2001 – 04/2005

New Jersey Department of Human Services

Division of Developmental Disabilities, Trenton, NJ

●Trained Community Care Provider training for sponsors of in-home care. Served on core curriculum committee to develop standardized training for the Community Care Provider Program.

●Recruited and screened applicants for the Community Care Provider Program.

●Conducted home studies and evaluations to ensure homes were compliant with local and state licensing standards.

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INTERNSHIP EXPERIENCE

Therapist Intern 08/2013 - 12/2014

Eagleville Hospital, Eagleville, PA

●Conducted weekly individual and group therapy sessions with clients challenged by persistent mental illness and co-occurring substance abuse/use disorders.

●Facilitated psychoeducation groups and discussion, on a variety of topics, to increase insight into maladaptive behaviors and assist clients in the change process.

●Employed various therapeutic interventions, including Solution Focused Therapy, Cognitive Behavioral Therapy, Person-Centered Therapy and Motivational Interviewing to help patients develop coping skills and identify supports.

●Presented cases in weekly clinical supervision to senior clinical staff.

●Developed and wrote personal histories and treatment plan goals.

●Maintained thorough client progress notes of session content and interventions.

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EDUCATION AND CERTIFICATION

Master of Arts in Clinical Counseling Psychology, LaSalle University

Master of Science in Administration, Central Michigan University

Bachelor of Arts in Consumer Affairs, Minor: Management, Montclair State University

Certified Trainer, International Association for Continuing Education & Training (IACET)

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