Customer Service Manager

JOCELYN A. JOSEPH-BESLEY

College Park, Georgia **349 C: 954-***-**** *******************@*****.***

OBJECTIVE: To secure a responsible position with an organization where my work experience will be an asset to the company’s overall success.

QUALIFICATIONS:

I am a polished administrative professional with several years of significant customer support, both internally and externally. I possess the ability to work independently as well as taking directives from management of all levels. I have an unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty. As an effective team member and leader, I listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

EDUCATION:

University of Phoenix Online: Currently working towards a BS degree in Human Service Management

EXPERIENCE:

2017-Present Promise Place Fayetteville, Georgia

Domestic Violence Case Manager

Analyze, formulate, and advocate for policies and services that advance the clients social welfare

Engage clients in goal setting, assess client’s strengths and limitations in which to communicate the importance of shaping life experiences

Provide housing and employment resources to every client

Manage all incoming crisis calls on the crisis line and advocate for all callers

2016-02/2017 Promise Place Fayetteville, Georgia

Domestic Violence Advocate

Supervise and interact with shelter residents and be available to handle emergencies

Maintain adequate records and documentation in residents files and shift notes

Admit and exit families into and out of the shelter and completing all required paperwork

Manage all incoming crisis calls on the crisis line and advocate for all callers

2014-2015 Omni Customer Service Inc. Miami Gardens, Florida (REMOTE)

Customer Service Manager

Provide an all-inclusive, comprehensive customer service experience for my customers

Investigating and solving customers' issues, which may be complex or long-standing problems that have been passed on from the customer service agents.

Being involved in staff recruitment, training and appraisals.

2012-2014 Silver Airlines Ft. Lauderdale, Florida

Crew Training Assistant Manager

Maintained a complete and accurate database of all pilot, flight attendant, and dispatcher documents that is accessible to all required personnel.

Generated and updated reports detailing such things as crew member documents, training, attendance and scheduling.

Work with SABRE, TSA, DHS, and FAA to validate the accuracy of crew member training records maintained on the Master Crew List provided to the Department of Homeland Security

2008-2011 ABC Little Angels Childcare/ABC Little Angels Childcare/Aftercare & Transportation Services Bronx, New York

Assistant Director / Transportation Services Manager

Plan and develop programs and activities suitable of children at each level between 12 months and 5 years.

Design and develop learning programs to meet children’s physical, intellectual, social, cultural, creative and emotional needs.

Supervise both indoor and outdoor play times including community trips.

Coordinate Transportation for children to and from occupational, physical and speech therapy

Maintain records of accounts payable and receivable between Bd. of Education and ABC Little Angels

2007-2011 Baltic Street A.E.H (501c3) Division Brooklyn Home Works Brooklyn, New York

Housing Specialist/ Employment Specialist

Contribute to the formulation and implementation of individual housing support plans for individuals with a mental illness diagnosis.

Maintain accurate, up to date case files and other reporting requirements.

Aid and encourage clients to meet the established goals of their housing support plan.

Assigned a caseload of 14-20 clients.

Maintained a caseload of 8-12 clients, provided training, counseling and support to identify/establish vocational goals and job interests and employment plans.

Facilitate employment / work readiness workshops.

2000-2007 Spirit Airlines Miramar, Florida

Customer Service Manager

Meeting the needs of customers using the organization’s products and services.

Training staff to deliver a high standard of customer service.

Leading or supervising a team of customer service staff.

Being involved in staff recruitment and appraisals.

1997 – 2000 Alternate Family Care Inc. (501c3) Ft. Lauderdale, Florida

Therapeutic Group Home Case Manager

Supervised and trained woman with emotional and mental health impairments.

Assisted in job placement for woman with working experience.

Coordinated and supported independent living for woman with disabilities.

Maintain accurate and legible records pertaining to SSI and SSD.

1993-Present Femi Catering New York, Florida, Georgia & Antigua W.I.

Cater/Event Planner

Own and operate a catering business where I travel and cater for various events

1996 – 1997 Association for Retarded Citizens (501c3) Pensacola, Florida

Group Home Case Manager

Supervised, trained and provided care for consumers with mental health disabilities.

Coordinated job placements and work assignments for woman (clients) in the home.

Developed and assisted in the achievement of individual attainable goals/ support plans.

Coordinated independent/supported living housing for women.

Assured fiscal solvency of group home operation and consumers personal finances, Facilitated support group sessions.

1981- 1995 New York City Board of Education New York, New York

Assistant Attendance Coordinator/ Educational Para Professional

Created and maintained database of attendance records for 585 high school students.

Generated all attendance reports for the school as well as ensuring that all reports were circulated to the principal and department assistant principals.

Assisted students ages 16-21 with GED preparation with strong focus in English.

1993-Present

Volunteer Work

Antigua & Barbuda Association of South Florida 501c3 - Serve as the Executive Board Secretary of the organization and have also acted as liaison between the Antigua & Barbuda Consul General Office and the ABASF on various occasions

Faith & Life Fellowship Ministries (501c3) – Executive Board Member/Secretary, Community Youth Mentor; Food Pantry Volunteer; and Community Liaison/Coordinator for Annual Health & Wellness Fair for community members in need of health care

Century Village Senior Citizen Community – Volunteer/Advocate for Senior Citizens in need Meals on Wheels Coordinator for Senior Citizens in CV Community

City Bridges Food Pantry (501c3) Fairburn GA – Volunteer in food distribution and administrative duties

* References Furnished Upon Request

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