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Fwd: Resume

Barbara M. Reden

303-***-****

ac5tgw@r.postjobfree.com

Objective

To contribute to the success of an organization; utilizing my 7 years Inbound Call Center customer service with 2 years working from home and 18 years of experience in the social and human services industry. I am seeking a position requiring a problem solver with excellent listening and communication skills, analytical approach, ability to manage stress, team player, persuasive and multi-tasking abilities, and an ongoing commitment to professionalism, customer satisfaction and account retention.

Support / Retention Specialist

Frontier Communications - Retention Specialist

June 2007 to January 2014

Identified, investigated, and resolved customer complaints and concerns with emphasis on retention and one call resolution.

Coordinated appointments to ensure completion of installation and or repair service.

Followed-up with existing accounts to ensure customer satisfaction, and identified upsell opportunities. Assist customer with new or existing services, promotions, payments and payment arrangements.

Applied retention credit and or closed account.

Accurately recorded all customer interactions and order completions in a timely manner.

Case Manager

Goodwill Industries Lockheed Martin, Workforce One Stop Career Center - DeLand, FL

1988 - 2006

Linking/Brokering homeless and mentally challenged individuals and families in the community via assessments, med clinic appointments, housing/shelter Page 1

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referrals, completion of medicaid, food stamp, social security applications, and employment or education referrals.

• Case outcome focus on customer service, employment, employment retention, training and self-sufficiency for clients.

• Provided career and life circumstance counseling. Referred clients to other social service agencies for assistance when applicable.

• Screened and interviewed clients to determine eligibility for program services. Monitored and ensured client compliance with all outlined indicators

• Maintained accurate, timely documentation of all case management activities. Followed-up with clients during training and provided transitional services after job placement.

• Assisted clients in developing educational and vocational plans based upon appraisal of aptitudes, interests, and personality characteristics. Performed needs assessments. Enrolled clients into training programs.

• Established and maintained working relationships with public and private agencies, educational services, community resources and individuals on behalf of program clients.

• Interviewed customers to determine appropriate educational and career path choices. Job matched customer to potential employer(s).

• Developed, reviewed, and updated client plan including identification of steps, timelines, and options.

• Processed registration, tuition, loans, financial aid and related vouchers.

• Reviewed client progress toward completion of goals. OFFICE MANAGER• Responsible for monitoring and implementing day-to-day operations.

• Coordinated with other agencies and community resources to better assist clients in achieving their educational and employment needs. Education

Human and Social Services GPA 3.53

Daytona Beach State College

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Kind regards,

Barbra M. Reden

NEVER WAIVER ON YOUR BELIEF

Cling To What You Want And Feel Is Right, For Good Things Cometh By Faith. Page 2

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