Customer Service Representative
Resume:
Vicki M. Haynes
Charlotte, NC 28216
*************@*****.***
OBJECTIVE: To obtain a challenging position using my abilities and the skills developed through my experience and education, with opportunity for professional growth and advancement.
EDUCATION: Bluefield State College
Bluefield, WV 24701
B.S. – Criminal Justice Administration – May 1986
A.S. – Law Enforcement – May 1984
Marshall University Graduate School
Attended – Aug 1995- June 1996- M.A. Counseling classes
EXPERIENCE: Walden Security
5550 Seventy-Seven Center Dr.
Suite 200
Charlotte, NC 28217
Site Supervisor- Security Officer- May 2016- Present
Responsible for supervision of Security officers. Perform security patrols of designated areas on foot or in vehicle. Watch for irregular or unusual conditions that may create security concerns or safety hazards. Sound alarms or call police or fire department in case of fire or presence of unauthorized persons. Warn violators of rule infractions, such as loitering, smoking or carrying forbidden articles. Permit authorized persons to enter property and monitors entrances and exits. Observe departing personnel to protect against theft of company property and ensure that authorized removal of property is conducted within appropriate client requirements. Investigate and prepare reports on accidents, incidents, and suspicious activities. Provide assistance to customers, employees and visitors in a courteous and professional manner.
NC Department of Transportation
6635 Executive Circle
Charlotte, NC 28212
Driver License Examiner- Temporary
October 2016- Present
Responsible for administering eligibility tests, evaluating persons applying for classified Driver License, Commercial Driver License, Learners permits and ID cards. Responsible for dealing with high volume of transactions, while providing first class customer service skills to confirm applicant's knowledge of NC Motor Vehicle laws, identification of road signs, checking vision and observing/evaluating driving skills by riding with the customer in their personal vehicle on a road test in all types of weather. Responsible for serving as a public advisor to identify any possible health concerns with drivers, advise customers of adjunct service programs available, and ensure applicant data and court ordered information is entered accurately into internal system for reporting.
Kelly Educational Staffing- Beacon Initiative
11020 David Taylor Drive. Ste 200
Charlotte, NC 28262
Substitute Teacher- Dec 2015 – June 2016
Assume duties of regular District/School classroom teacher promptly and in accordance with school rules. Implement existing lesson plans in manner that ensures integrity of academic time and motivates student to learn and participate. Instruct students regarding a variety of classroom topics/courses of instruction. Assign reasonable tasks in accordance with School District's lesson plans. Create a classroom environment conducive to learning. Address the various learning styles of students accordingly. Maintain and/or assist in maintaining classroom control that fosters a safe, positive environment for all students and staff in accordance with Kelly and School District policies and all applicable federal, state and local laws. Ensure adequate supervision of students and classroom environment to assure welfare and safety of students. Remain in classroom and monitor students at all times. Report all personal injury or school property and theft to Kelly and District/School personnel immediately.
Cardinal Innovations Healthcare Solutions
4855 Milestone Ave.
Kannapolis, NC 28081
I/DD Care Coordinator- March 2014 – September 2015
Responsible for Assessment and Planning including Person-centered planning methods/strategies to gather information. Provide education and support to individuals in learning about and exercising rights. Consistently complete Discovery activities (information gathering and assessment) in advance of the planning meeting, following established planning timelines. Ensure that individuals/legally responsible persons are informed of services available, service options available and processes. Assist individuals/legally responsible persons in choosing service providers, ensuring objectivity in the process. Assist the individual that reflects the individual’s needs and desired life goals. Ensure that assessments/plans are updated, as needed, whenever the individual’s life circumstances change. Support Monitoring/Coordination to include: Monitor to ensure consistent implementation of plan, quality care, health/safety of the individual, as well as the continued appropriateness of services. Ensure that services are monitored (including direct observation of service delivery) in all settings. Make announced/unannounced monitoring visits, including nights/weekends as applicable. Monitor services for compliance with state standards, waiver requirements, Medicaid regulations, as applicable. Complete required plan implementation monitoring documentation and follow-up. Assist individual with linkage to and coordination of medical care, as needed. Promotes problem-solving and goal-oriented partnership with individuals/legally responsible persons, providers, etc . Recognize and reports critical incidents. Promote customer satisfaction through ongoing communication and timely follow-up on any concerns/issues, reporting all grievances in grievance database. Ensure accurate/timely submission of Treatment Authorization Requests (TARS) for all Cardinal Innovations-funded services/supports. Ensure all clinical documentation (e.g. outcomes, plans, progress notes, etc.) meet state, agency and Medicaid requirements.
NC Department of Public Safety- Division of Juvenile Justice
110 G Stockton St. – District 22- Iredell County
Statesville, NC 28677
Juvenile Court Counselor – Nov 2013- Feb 2014
Provide case management services, counseling, and supervision of adjudicated or delinquent juveniles, to assure compliance with court ordered dispositions. Complete assessments of juveniles and family needs to develop and implement plans for treatment and compliance with court orders. Monitor juvenile and family progress through visits in the home, residential placements, Youth Development Center, office, schools and through contact with other human service agencies providing transitional and post-release supervision and support services to facilitate community re-entry and continuing treatment needs. Responsible for evaluating complaints against juveniles to determine whether to divert the complaint or to initiate court action. Conduct in-depth risk and needs assessments, and family social histories to develop treatment and sanction recommendations for disposition. Serve as an officer of the Court to issue and serve court orders and documents and to apprehend and secure physical custody of juveniles. Participate in on-call rotation to provide after-hours response for emergency needs of juveniles. Make decisions regarding and arranging for or providing transportation of juveniles in need of secure or non-secure custody. Schedule and facilitate interagency, multidisciplinary planning and team meetings. Maintain extensive court records and documentation in NCJOIN.
G4S Secure Solutions
101 N. Tryon St.
Charlotte, NC 28204
Upscale Security Officer- Feb 2013- Oct 2013
Perform security patrols of designated areas on foot or in vehicle. Watch for irregular or unusual conditions that may create security concerns or safety hazards. Sound alarms or call police or fire department in case of fire or presence of unauthorized persons. Warn violators of rule infractions, such as loitering, smoking or carrying forbidden articles. Permit authorized persons to enter property and monitors entrances and exits. Observe departing personnel to protect against theft of company property and ensure that authorized removal of property is conducted within appropriate client requirements. Investigate and prepare reports on accidents, incidents, and suspicious activities. Provide assistance to customers, employees and visitors in a courteous and professional manner.
NC Department of Corrections
5701 Executive Center Dr.
Charlotte, NC 28212
Probation/Parole Officer II- Feb 2011- July 2012
Responsible for supervising Level 1-5 offenders to increase public safety. Place offenders into appropriate supervision levels through investigative and assessment processes. Evaluate offender needs to successfully complete probation/parole. Counsel offenders. Utilized Evidence-Based Practices to make decisions regarding treatment that offenders need. Completed Risk-Needs assessments for each offender. Respond to offender behavior and non-compliance. Intervene in crises and conduct arrests. Conducted home visits and community visits to monitor offenders. Conducted searches. Administered drug screenings. Carry safety equipment including a firearm, pepper spray and protective vest. Successful completion of Basic Probation Officer Training at NC Justice Academy.
Cornerstone Christian Academy
4949 Albemarle Rd.
Charlotte, NC 28205
Academic Director- July 2008 – July 2011
Developed policy and procedures for Academy. Marketed and advertised program in the community. Conducted presentations to stakeholders, parents and community leaders. Conducted Fundraisers for scholarships for students. Recruited families and students for school and afterschool program. Developed curriculum for students in need of improvement with Math and Reading skills. Established a Volunteer Base. Developed Literacy Program. Taught students from Kindergarten to 8th Grade. Supervised teachers, volunteers and clerical staff.
LifeSpan Inc.
200 Clanton Rd.
Charlotte, NC 28217
Targeted Case Manager, QDDP, QMHP – Nov 2007 – Sep 08
Provide case management services to children and adults with Developmental Disabilities. Coordinate treatment, services and equipment needs for DD consumers. Facilitate treatment planning meetings. Develop person-centered treatment plans, behavioral support plans and crisis plans for each consumer. Conduct initial intake assessments. Monitor all services provided by provider agencies chosen by consumers and their guardians to ensure that consumers are getting quality services and “best practices” standards are being utilized. Prepare service authorizations. Submit CTCM to Value Options for authorizations. Complete STRs, PCP Admission Forms, NCSNAPs, NCTOPPS and other necessary assessments. Enter information into ECura. Ensure that consumers and their families’ basic needs are met by linking them to community resources and services. Conduct regular visits with consumers and families at the home, school, job sites and in the community. Daily on-call responsibilities and crisis assistance.
Excel Personal Development
1502 N. Charlotte Hwy
Monroe, NC 28110
Community Support Specialist, QP- 11/06-11/08
Provide community support services to children and adults with Mental Health diagnoses. Coordinate services for consumer. Develop person-centered plans and behavioral support plans. Complete crisis plans and budget pages for each consumer. Complete Treatment Authorization Request (TAR) for services. Submit completed person-centered plans for approval through Utilization Management. Complete ITRs for consumers and submit for approval of services. Complete necessary assessments for consumers with Medicaid, Health Choice, private insurance and state funding. Responsible for initial contact with consumers and families to determine the array of services needed by each individual consumer. Provide clinical supervision to Associate Professionals and Paraprofessionals. Schedule and facilitate person-centered planning meetings, emergency and treatment meetings for consumers. Completed progress notes to document service delivery. Schedule diagnostic assessments, therapy sessions and other needed services for consumers and families. Conduct home, school and community visits on a regular basis to assess progress and monitor services. Advocate for consumers in court, IEP meetings, school meetings and staffings. Crisis on-call.
Family Preservation Services
4601 Park Rd.
Charlotte, NC 28204
CAP/ Targeted Case Manager, QDDP – March 2004- Sep 2005
Provided case management services to children and adults with Developmental Disabilities. Coordinated treatment, services and equipment needs for CAP and DD consumers. Facilitated treatment planning meetings. Developed person-centered treatment plans, behavioral support plans and crisis plans for each consumer. Conducted initial intake assessments for DD and CAP programs. Monitored all services provided by provider agencies chosen by consumers and their guardians. Completed quarterly and annual assessments. Prepared service authorizations. Completed annual cost summary budgets to ensure that CAP clients were receiving necessary treatments, services and equipment within their allotted budget. Ensured that consumers and their families’ basic needs were met by linking them to community resources and services. Conducted regular visits with consumers and families. Daily on-call responsibilities and assistance.
Area Mental Health – Cascade Services
3726 Latrobe Dr.
Charlotte, NC 28211
Drug Court Case Coordinator P/T- March 2003- Oct 2003
Provided all case management services for female clients with substance abuse issues. Provided a continuum of care for pregnant and postpartum substance abusing women to interrupt the cycle of addiction, decrease the morbidity and mortality rate related to substance misuse, increase positive birth outcomes, and promote well families through healthy lifestyles. Developed individualized treatment plans for each client. Conducted intake interviews with potential clients. Completed needed assessments on each client. Facilitated treatment team meetings to discuss client’s progress. Attended Drug Court sessions on a bi-weekly basis and reported progress of clients to Presiding Judge, Treatment Supervisor and Case Manager. Acted as liaison between clients and Youth and Family Services. Provided advocacy and assisted clients with completing YFS Improvement plans to assist clients with regaining custody of their children. Administered random drug screenings to clients. Assisted clients with finding community resources. Linked clients to vocational, educational, medical and mental health services. Arranged for in-patient and residential placements for clients when needed. Conducted regular home and community visits. Tracked progress of clients sanctioned and ordered to 30 days (or more) jail sentences or detox. Responsible for 24hrs/ 7days week on-call duties and crisis assistance.
Alexander Children’s Center
6220 Thermal Rd.
Charlotte, NC 28211
Foster Care Coordinator – January 2002- March 2003
Case Coordinator for children with behavioral and emotional
Disorders. Developed service plans and behavioral support plans.
Responsible for providing appropriate supervision to foster parents
and foster homes using Teaching Family Model to assess growth,
skill development and progress of foster parents. Managed foster
family homes through regular phone consultations, home visits,
crisis intervention and community-based meetings. Conducted
multi-disciplinary meetings to assess needs of children. Exhibited
excellent customer service skills. Participated in training parents
in pre-service and in-service foster parent trainings. On- call
support for families and children.
Youth Homes Inc.
500 E. Morehead St.
Charlotte, NC 28202
Program Manager – February 1998 – November 2001
Responsible for providing case management services to children
in foster care. Assessed and identified areas of need for children
and families. Provided services for at-risk children with
developmental, behavioral, emotional and mental health
disabilities. Developed individualized treatment plans and
behavioral support plans for each client. Worked with treatment
teams to determine appropriate placement, services and needs of
clients. Referred and linked clients and families to necessary
community resources. Conducted regular home and school visits
to assess and monitor progress in placement.
Responded in timely manner to crisis situations with children and
families. Assumed on-call responsibilities. Facilitated trainings
for professional parents. Advocated for client’s needs in court,
school and staffings with collaterals.
Pressley Ridge Schools
Princeton, WV 24740 304-***-****
Social Work Program Supervisor – March 1994 – Nov 1997
Responsible for the supervision of licensed social workers, teacher/
Counselors, Behavioral Aides, Clerical staff and Foster Parents.
Advocated for safe and appropriate placement for at-risk children
with behavioral, emotional and substance abuse issues, who had
been physically and sexually abused. Ordered and monitored
placement in foster homes, independent living homes and group
homes. Ordered and provided treatment services for children in
biological homes through community-based and school-based
services. Facilitated meetings with treatment teams. Developed
service plans and behavioral plans for each client. Provided crisis
intervention for children and families 24 hours/7days/week.
Advocated for the appropriate placement and services for youths in
court, staffings and IEP meetings. Advocated for client rights.
Recruited and trained foster parents and social work staff. Ensured
that agency deadlines were met by staff. Prepared monthly and
quarterly financial reports. Responsible for the operation of the
program.
TRAINING: Support Planning Certification- Cardinal Innovations
Notary Public
NC Life Insurance License
Certified Probation/Parole Officer
QMHP- Qualified Mental Health Professional
QDDP- Qualified Developmental Disabilities Professional
Substance Abuse Associate Professional – QSAP eligible
Community Support Professional Training – 20 hrs.
Current CPR and First Aid Certification
NC SNAP Certification
NC TOPPS
MAPP Training
Domestic Violence Training
NCI
Cultural Diversity
Client Rights Training
Medication Administration
Seizure Management
Licensure: Social Worker – West Virginia – 1995-2000
Licensure: Full Gospel – March 1991-Present
REFERENCES: Tina Jones, Teacher- Charlotte Mecklenburg Schools
6809 Reedy Creek Rd.
Charlotte, NC 28214
Beverly Jefferies, AFL Provider- ResCare Inc.
4122 Fifendrum Dr.
Charlotte, 28216
Samuel Jones, Director of Security – Marriott
400 Trade St.
Charlotte, NC
Taquila Patton, I/DD Care Coordinator
1100 South Tryon St.
Charlotte, NC 28208
Melissa Williams, RN- Carolina Healthcare System
6408 Ivory Palm Dr.
Charlotte, NC 28215
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