Customer Service Management

KETYRA SAUNDERS

*** ******** **** ***********, ** 60106

Mobile: 708-***-****

Email: ********.******@*****.***

EDUCATION

GOVERNORS STATE UNIVERSITY, Chicago, IL

Currently pursuing a Masters Degree in Addiction Studies

Anticipated completion – Fall 2020

TIFFIN UNIVERSITY, Tiffin, OH

Bachelor of Arts in Criminal Justice

Major: Forensic Psychology

Graduated – August 2018

GPA: 3.7

Dean’s List – 4 years

ESSENTIAL KNOWLEDGE/SKILLS

Social and Court Services

Case Management

Process of Criminal Justice

Ethical Issues in Criminal Justice

Crisis Intervention Strategies

Patient Interaction

Abnormal Behavior

Victimology

Psychology and Law

Introduction to Counseling

Juvenile Detention

Program Development

Report Analysis

Event Planning and Organization

Problem and Dispute Resolution

Customer Service Orientation

Collaborative Relationship Building

Excellent Communication and Interpersonal Skills

Critical Thinking

Time Management

Strong Organizational and Multitasking Skills

Astute Attention to Detail

TECHNICAL PROFICIENCY

MS Office Suite: Word, Excel, PowerPoint, Outlook

Ohio Risk Assessment System (ORAS)

Empathetic and caring individual seeking a position in Social Services where my education, knowledge, and related experience can be used to advocate for the well-being of individuals within at-risk communities and enhance the promotion and value in offenders.

RELATED WORK EXPERIENCE

SENECA COUNTY JUVENILE CENTER, Tiffin, OH – January 2017 to June 2018

Programming Specialist Internship

Developed strategic programs and conducted presentations for at-risk juveniles; focused on improving coping skills, promoting street law, building healthy home relationships, and providing knowledge about convictions.

Supervised and logged client activities.

Managed caseworkers implemented disciplinary actions when applicable and assisted with routine duties.

Served as counselor to caseworkers during individual meetings and the development of client treatment plans.

Monitored juveniles’ behavior and participation in court-mandated programs.

ORIANA HOUSE, Tiffin, OH – September 2017 to January 2018

CROSSWAEH Community Based Correctional Facility

Caseworker Internship

Managed casework of incarcerated clients.

Developed programs and conducted presentations that promoted healthy home relationships, provided knowledge about convictions and assisted with long-term coping skills.

Supervised facility clients and logged client activities.

Collaborated with other caseworkers to implement disciplinary actions.

Assisted caseworkers during meetings and prepared client treatment plans.

Composed reports in compliance with court requirements and made next step recommendations based on individuals’ behavior.

OTHER WORK EXPERIENCE

TIFFIN UNIVERSITY, Tiffin, Ohio – October 2016 to May 2018

Event Services Coordinator

Coordinated, monitored, and evaluated multiple events held on the University’s campus.

Successfully handled all event aspects from set-up to completion.

Communicated with faculty and students to identify needs.

Consistently focused on providing superior customer service to event participants.

EXTRA-CURRICULAR ACTIVITIES/HONORS/AWARDS

Division II Women’s Basketball GLIAC Conference Academic Award – 4 years

National Leadership and Success Honor Society – 3 years

Criminal Justice Club Member – 3 years

Tiffin University Success and Leadership Scholarship – 2 years

Alpha Phi Sigma, National Criminal Justice Honor Society – 2 years

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