Customer Service High School

Juan A. Nance

**** ****** ***** *****, *********, MD 21207

(410) 410-***-**** / **********@*****.***

Summary of Qualifications

Astute, highly motivated, and technically skilled professional offering a

diverse skill set. Possess the ability to cultivate and maintain cross-

functional relationships. Skilled in motivating, evaluating, and providing

resources to customers that yield positive outcomes. Familiar with

Workforce Development System, Workforce Investment Act (WIA), and Maryland

Workforce Exchange online system. Demonstrated record of providing career

services and gaining successful job placements. Offer advanced computer

skills in MS Office Suite and other applications / systems.

Core Competencies include:

Customer Service Computer Proficient (MS Office) Case Management

Team Building Documentation / Report Assessments

Preparation

Data Entry Spreadsheet / Database Resource Building

Preparation

Group Presentations Planning / Organization Problem Solving

Career Highlights

> Recognized four consecutive quarters for providing "High-Five"

customer service by the corporate office at the Baltimore School

Massage for the "High-Five Customer Service" program.

> Increased student moral on campus and recognized by students, staff,

and graduates as an effective motivator.

> Advanced from Student Support Coordinator to Director of Career

Service after successful achieving corporate objectives for education

department.

> Honored for effective leadership two consecutive quarters for leading

the career services department in achieving quarterly goals and

increasing career services advisors production.

> Recognized by the mayor and city representative for my community

efforts with the 300 Men Movement 2014.

Professional Experience

Southwest Baltimore Charter School

08/2013-Present

Teacher Fellow

Lead a 5th grade crew during morning meeting and provided teaching support

while lead teach was out for maternity leave. Completed lesson plans

according to expeditionary learning model and engaged students in research

based assignments for expedition.

. Completed morning cafeteria duty, lunch and organized recess

activities for the 5th grade students after lunch.

. Attended all professional development meetings according to schedule

concerning student support, math engagement, and classroom management.

. Worked directly with student support team to ensure all students IEP

goals and support plans were being completed consistently.

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Urban Behavioral Services, Baltimore, MD

07/2013-10/2013

Employment Specialist

Worked directly with mentally challenged adults with disabilities in a

clinical setting to provide services according to Maryland State

regulations and developed individualized employment services plan.

. Managed 10 client caseload which included mock interviewing, resuming

building, and organized clinic appointment schedule.

. Successfully assisted 60% of my caseload with meaningful employment

and secured housing.

Baltimore City Public Schools, Baltimore, MD

09/2012 - 06/2013

Long Term Substitute

Developed age appropriate lessons plans for physical education activities

for children in grades K-8th. Effectively taught "Success for All Reading"

program for a group of fourth graders and increased their reading group

from grade level to sixth grade level by the end of the school year.

. Recognized by school leadership and parents as an outstanding role

model and mentor by building solid relationships in the community.

. Guided students with health activities by developing a relationship

with the John Hopkins School of Nursing to educate students on healthy

living habits.

Baltimore Youth Advocate Program, Baltimore, MD

04/2011-10/2013 Youth Advocate

Advocated for troubled youth on probation by working directly with the

probation officer, therapist, and educators to ensure youth was complaint

with individual treatment plan.

. Developed a working relationship with employers in the community to

give youth the opportunity to secure employment during the summer.

. Successfully assisted youth in the program with money management,

improved study habits, and increased ability to complete multiple

goals.

Baltimore School of Massage, Linthicum, MD

10/2009 - 09/2012

Director of Career Services (12/2009 - 09/2012)

Counseled students with developing and executing career plans for

enrolled programs prior to graduation. Provided resource information

while adhering to all company policies and procedures to ensure

student satisfaction, licensing support, and career assistance, resume

support, and business plan development. Established relationships with

employers in the skin care and massage industry to ensure career

placement for graduates.

. Increased graduate employment placement rate by 60%, by achieving a

92% employment placement rate.

. Facilitated group sessions on licensing, resumes writing, marketing

techniques along with planning four success career fairs at the school

with over 35 employers from the industry.

. Developed scholarship program with employers and community groups to

assist with licensing cost for massage graduate.

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Student Support Coordinator (10/2009 - 12/2009)

Managed student high risk report and five day absent report to

increase student attendance.

Successfully assisted graduates with completing make up assignments by

establishing study groups and tutoring sessions with instructors.

. Decreased student drop rate by providing community resources to assist

with students personal challenges in the program such as

transportation and child care.

Strayer University, Owings Mills, MD

11/2007 - 10/2009

Student Support Coordinator

Managed student's academic records and provided additional support to

education manager to meet quarterly educational goals, in college

setting. Identified at-risk students, developed and provided

appropriate interventions (including tutoring, counseling and

academics advising) to ensure their success in the collegiate

environment

. Managed high risk student population, incomplete and failure report,

upcoming graduate population, and the five day absentee report, while

meeting strict timelines and objectives.

. Provide resource information while adhering to all company policies

and procedures to ensure student satisfaction, attendance, retention

and completion.

Education

Bachelor of Business Administration (Marketing, GPA 3.0), Strayer

University, Ashburn, VA

Associates of Arts Degree, Early Childhood Education

Catonsville Community College, Catonsville, MD

Professional Development

Certificate in Computer Networking, Strayer University, Owings Mills, MD

CPR and First Aide Certified (Current August, 2013)

Community Activities/Associates

Member of the COR 300 Street Engagement Unit

Volunteer Health Instructor at Cor Fitness after school program for

students in 1st grade to high school.

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