Customer Service High School

Resume

Brissa M. Abbott

*** ******* ******** **. *******, TN 37013

Home: 850-***-**** Work: 850-***-****

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

OBJECTIVE

Seeking a position where my professional experience and education will allow me to make an immediate

c ontribution as an integral part of a progressive company.

SKILLS PROFILE

Outstanding skills set in the following areas:

Case Planning & Computer Savvy Interpersonal and

•

leadership

Management

Customer Service

Teambuilding, planning,

•

Client needs

•

Fluent in Spanish and brainstorming.

Assessment &

& English

Response

Client Advocacy

•

Project

•

coordination with

leadership.

EMPLOYMENT HISTORY

P UBLIC ASSISTANCE SPECIALIST

F LORIDA DEPARTMENT OF CHILDREN & FAMILIES, TALLAHASSEE, FL 0 9/2005-

PRESENT

• Review and analyze forms, applications, documents or other information to make eligibility determinations.

• Plan, evaluate, guide and coach staff as required.

• Conduct fraud investigations and recommend appropriate action.

• Review and analyze error-prone and complex cases to assist entry level staff.

• Acquire and maintain a working knowledge of relevant laws, regulations, policies, standards or procedures.

• Collect data, compile and organize information.

• Verify accuracy of data and reconcile errors or inconsistencies.

• Provide training to other staff.

• Explain or justified a decision, conclusions, findings or recommendations.

• Maintain or update data, records or other information to ensure accurate case records.

• Make recommendations for improvements, solves problems or takes corrective action when issues arise.

• Collaborate with others or work on teams to accomplish work-related activities and to determine appropriate

action or recommend improvements or solutions to problems

• Perform other duties as assign

CALL CENTER MANAGER

• Supervised and coached a call center team.

• Assisted families enrolling in the Voluntary Pre- K Program (VPK).

• Successfully achieved agency goals and state strategic objectives.

• Monitor production to ensure that every family was contacted, recorded in the database

a ccurately.

• Conducted performance reviews for direct reports.

• Provided assistance for Spanish applicants, explained guidelines and procedures.

• Generated certifications of eligibility for qualifying applicants.

• Oversee the scheduling of staff to maximize effectiveness

• Managed of employee relations issues and performance issues in accordance with appropriate

A gency’s Policy. Support team with day to day staff mentoring.

• Implemented member outreach efforts including evening and weekend staffing.

• Coordinated with others inside and outside the program and trained new employees.

• Traveled to different agencies to help develop complex documents in support of program

o bjectives.

• Performed other duties as assigned

A GENCY FOR WORKFORCE INNOVATION, TALLAHASSEE, FL 04/2005-

09/2005

P RE-K TEACHER

H EAVENLY DAYS DAYCARE INC., TALLAHASSEE, FL 07/2002-

02/2005

• Planned and implemented activities to meet the physical, emotional, intellectual and social needs of the

children in the program.

• Ensured equipment and the facility are clean, well maintained and safe at all times.

• Developed culturally appropriate programs and activities.

• Established policies and procedures including acceptable disciplinary policies.

• Provided a safe and secure environment for children to feel comfortable.

• Clearly and effectively communicated in a manner that children understood.

• Observed children and make note of progress.

• Integrated special needs children in a positive and respectful manner.

• Discussed children’s development with parents.

• Discussed identified problems and needs with professionals as appropriate

• Kept parents informed of program expectations, program activities and their children’s progress.

• Developed and maintained current, accurate and confidential client files.

• Performed other duties as assigned

Education

Bachelors of Criminal Justice/ Dec 2011

Saint Leo University, Tallahassee, Florida

High School Diploma/May 2001

Jefferson County High School, Monticello, Florida

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