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Sales Customer

Newark, New Jersey, United States
January 19, 2018

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H: 973-***-**** M: 201-***-****

Education: Certificate in Community Health/Public Relations Completed

Certification in Business Management and Personal Computers Graduated


Partnership of Maternal & Child Health Newark, NJ

Family Assessment/ Support Worker 2014 – Present

•Conduct family-centered and strength-based Home Visits based on the assigned enrolled family’s level of service;

•Interview/conduct Parent Survey with parents to identify strengths/risk factors;

•Document weekly home visits, assessment tools, and required forms, in a timely manner;

•Utilize Parents As Teachers curriculum to help improve parent child interaction;

•Establish a trusting relationship; and assist in strengthening the parent-child relationship;

•Assist parents in improving their skills to optimize the home environment;

•Assist in increasing the family support system and increase the family’s ability to problem solve and assume the role of advocating for themselves and their children;

•Responsible for assisting the family in establishing goals and a plan for the accomplishment of those goals;

•Assist with organizing and facilitating parent workshops;

•Monitor current health and developmental trends in order to better assist families;

•Counseling participants regarding program eligibility requirements and their responsibilities as subsidy recipients

•Advocate for clients at court appointments, doctor appointments, and Division of Child Protection and Permanency meetings.

•Conduct neighborhood “on the ground” outreach and networking to find and connect with high-need individuals, with particular emphasis on those not yet engaged in mainstream service systems;

•Use standardized assessment tools and client-centered approaches, identify client and family needs, goals, strengths and challenges;

•Refer and provide direct 1:1 assistance to help clients obtain and consistently utilize prenatal care, preconception/interconception care, primary care, etc. This will include assistance in completing applications, finding service providers and scheduling appointments, helping clients arrange transportation and childcare, and providing follow-up reminders prior to scheduled appointments;

•For clients not enrolled in other home visitation programs, offer and provide regular case management services that include client-centered provision of health information, modeling and demonstrating skills, and reinforcing positive health choices/behaviors.

•Refer clients to Intake for coordination of evidence-based home visitation and other services;

•Collect data and maintain confidential information for an average of 30 client files.

Cablevision/Optimum TV Newark, NJ

Sr. Clerical Coordinator 2003 – 2013

•Provide leadership, coaching and development essential to ensure department consistency in adhering to established customer experience guidelines.

•Coordinates customer contact activities with those of dispatch, sales, billing and collections and field services.

•Process Payroll for 250 Employees throughout the companies Tri – State footprint. Dealing with garnishes, taxation, etc.

•Ensure Cablevision values, policies and procedures are consistently adhered to.

•Monitors performance of their team and provides feedback to ensure that call center and customer satisfaction goals are met.

•Reviews and analyzes reports regarding team’s performance including productivity, quality, sales and adherence performance.

•Helps identify training needs and workload requirements with available resources to maximize customer satisfaction.

• Communicates and develops relationships with other Cablevision entities and departments i.e., Billing and Collections, Field Service, Dispatch, Product Management and Marketing, Sales, Human Resources, Staffing, Security, etc.

•Provides information to be used in detailed reports compiling CSRs/ASRs/Lead performance and activities on a daily, weekly, and monthly basis.

Cablevision/Optimum TV Piscataway, NJ

Customer Relations Rep II 2001 – 2003

•Provides information to be used in detailed reports compiling CSRs/ASRs/Lead performance and activities on a daily, weekly, and monthly basis.

•Effectively address customer questions, complaints and concerns within the scope of responsibility.

•Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.

•Participate in quality coaching sessions to ensure efficient and effective interactions with customers.

•Resolve claims submitted by clients, issuing credits and invoices when necessary.

•Address external inquiries through email and phone, offering product information and transferring to appropriate internal contact when necessary.

•Maintain client records in the internal system at the same time updating existing clientele information and inputting new client details.

•Communicate with various departments daily to ensure that all client account information, promotional activities, and inventory needs are up to date.

•Record and update daily sales activities on several excel spreadsheet.

Skills: Timekeeping, 60-65 wpm, Microsoft Word, Excel, Access, PowerPoint, Internet and email, Peoplesoft/Oracle/ADP payroll and scheduling systems.

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