Customer Service Administrative Assistant

Education

Nova Southeastern University, Fischler School of Education and Human Services - Fort Lauderdale-Davie, FL

Pursuing

Doctorate of Education: Higher Education and Organizational Leadership

Nova Southeastern University, Fischler School of Education and Human Services - Fort Lauderdale-Davie, FL

2005-2006

Master of Science: Educational Technology

Athens State University - Athens, AL

1991-1993

Bachelor of Science: Political Science and Criminal Justice

Northwest Community College - Phil Campbell, AL

1989-1991

Associate Degree: Pre-Law

Summary of Skills and Expertise

In-depth knowledge of the methods and techniques for curriculum development planning;

Extensive knowledge developing organization staff and management team;

Strategic planning, staffing and organizational skills;

Problem analysis, use of judgment and ability to solve problems efficiently;

Project management skills: Influencing, leading, negotiating and delegating abilities;

Capable of successfully managing multiple tasks with strict deadlines;

Strong written and verbal communication/presentation skills;

Ability to problem solve and develop long and short-range plans;

Experienced in department financial accounting and budget planning;

Experienced in initiating and overseeing funding opportunities and responsibilities including

state and federal funds and grants;

Managed purchasing of all program supplies/equipment for new and existing program

activities;

Superior customer service, organizational and motivational skills;

Strong organizational, communication, and interpersonal skills to communicate effectively

presenting information accurately and clearly;

Exceptional ability to apply diverse teaching methods to students of various ages and learning styles;

Knowledgeable of college and university service areas, local community organizations, educational and training systems, public agencies, and private industries;

Good understanding of internships and career opportunities for diverse programs;

Superior people skills, including strong speaking and writing skills;

Experienced in evaluating websites;

Skilled in coordinating registration of eligible students for short-term training;

Skilled in developing industry partnerships and field experience opportunities for students

including job shadowing and internship opportunities;

Adept in maintaining professional relationships with all colleagues, businesses, students,

parents, and community members;

Professional Experience

Calhoun Community College, Workforce Development Department, Decatur AL

2004-2015

Full-time Alabama Parenthood Initiative Program Coordinator

Developed, oversaw, and implemented career development programs that met organizational standards and goals of primary funding sources;

Managed ongoing development and implementation of job/career readiness training and other courses in career development;

Processed reimbursements and approved purchase orders;

Ensured that participants were prepared for, and connected to, the appropriate educational and/or employment opportunities;

Created and revised policy and procedure manual as needed;

Researched, developed, and executed new programs/services, as needed;

Prepared annual program budget for federal, state and local grants;

Administered/monitored efficient quarterly fiscal operations to ensure positive financial status;

Approved all expenditures and operate all programs within the approved budget;

Supervised data entry into the University Of Alabama School of Social Work ADCANP/CTF;

Oversaw recruiting, supervising and evaluating employees, as necessary;

Served as liaison to various state agencies and communities; coordinated, planned and organized activities for this program;

Established and maintained positive working relationships as a team member with volunteers, participants and community partners;

Ensured that all contract requirements were met including defined service activities, target group numbers and designated participant testing;

Provided information to staff on available career development training opportunities;

Formulated teaching outline and determined instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops;

Selected and/or developed teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials and reference works;

Managed annual budget; prepared proposals and other initiatives for expanded program support;

Managed a full range of activities required to prepare, submit and manage grant proposals;

Scheduled and prepared for site visits and visits to grant funded agencies and advocated at the state legislature on behalf of program and institution when feasible;

Prepared grant award summaries for internal tracking and coding purposes;

Identified, interviewed part-time staff and subcontracted Transportation partnerships and Consultants in areas of Essential (Soft) Skills, Parenting Education, Healthy Relationships, Ready to Work and other areas as identified;

Supervised and oversaw the performance of facilitators, case managers, work study students and graduate filed interns;

Coordinated with workforce solutions department to provide hard (hands-on) and soft (job search) skills;

Collaborated with Economic Development partners, government agencies and educational partners to promote the National Career Readiness Certificate as a collaborative economic development strategy;

Parents and Children Together (PACT), Decatur, AL

1999-2004

Full-time Hand in Hand Program Manager

Provided overall coordination and management of Hand in Hand program; scheduled and directed a staff of human service workers;

Performed orientation and training; recommended personnel actions such as selection, evaluation, promotion, staffing and discipline;

Referred participants and worked closely with local fatherhood programs;

Attended child support court to obtained referrals and reported status of non-custodial parents;

Maintained effective working relationship with employees, community agencies, volunteers and the public;

Developed policies, procedures and protocols as needed to carried out program activities;

Ensured that all contract requirements were met including defined service activities, target group numbers and designated participant testing;

Provided support and assistance to volunteers in a timely and judicious manner;

Identified and successfully completed tasks on a day-to-day basis without continuous supervision;

Organized, implemented and documented program evaluations;

Prepared and provided statistical and programmatic progress reports;

Collected, verified and documents work participation across all welfare to work activities;

Provided outreach and engagement services, such as phone calls, email, mailings, auto dialer phone messages and home visits, to collect documentation;

Communicated daily with direct participant service staff to ensure all participation documents were collected in a timely manner;

Ensured project exceeded contractual participation benchmarks;

Performed professional level teaching to students on an as needed basis;

Interfaced, coordinated and served as liaison with agencies that PACT collaborated with regarding program;

Provided one-on-one case management to participants;

Parents and Children Together (PACT), Decatur, AL

1996-1999

Full-time Healthy Families Family Support Worker

Established and maintained trusting relationship with families by initiating and maintaining regular contact; established Individual Family Support Plan (IFSP) with goals, objectives and activities with guidance from the supervisor;

Demonstrated advanced observation skills and used observations of family dynamics to identify dysfunction and implemented appropriate interventions;

Assisted parents in making and attending appointments for doctors’ visits and social service agencies;

Served as liaison between families and other community agencies;

Recorded pertinent information related to participant observation and activities and worker intervention in a complete, concise and timely manner;

Attended regular staff meetings, case conferences, in-service training and other meetings as required;

Recognized the need for professional intervention and made appropriate referrals;

Gill Family Medicine, Decatur, AL

1994-1996

Full-time Cashier/Receptionist

Collected charges due at time of service;

Scheduled return appointments;

Balanced money in cash box and made out batch slips;

Charged out patients to insurance companies;

Entered accurate information into computer system;

Locked up money at end of day and closed out;

Assisted other employees as necessary;

Answered phones as needed;

Lawrence County Sheriff’s Department, Moulton, AL

Lawrence County Public Transportation, Moulton, AL

1993-1994

Part-time Dispatcher

Dispatched for all county city units in Lawrence County;

Computer operator on state and local computer terminal;

Monitored and conveyed all communication and radio traffic to officers;

Indexed all reports and information into computer;

Received inmate’s payroll checks and gave receipts;

Dispatched for transportation department;

Monitored day to day operations of all buses and transmitted communication to drivers;

Revised and updated information on clients in the computer;

Compiled and indexed information into computer;

Athens State University, Computer Science Department, Athens, AL

1992-1993

Teaching/Administrative Assistant

Teaching and Administrative Assistant to department head;

Assisted in composing exams, lab coordination, completed faculty documentation correspondence and arranged department head appointments;

Answered questions about labs and assignments in an organize class setting;

Updated students records;

Calculated grades under the supervision of the department head;

Distributed and graded quizzes, assignments and test;

Distributed exams and observed students’ taking exams in absence of department head;

References available upon request

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