Customer Service Manager

KAREN TAYLOR

804-***-**** ************@*****.***

SUMMARY OF SKILLS

I thoroughly enjoy helping others to reach their potential goal with great accomplishments. I will investigate a concern to find solutions while creating development plans in a professional manner by motivating staff, counseling them as well as mentoring, towards higher success. I have worked in the city government, a nonprofit organization and the U.S. Navy. I exhibit honor, courage and commitment to build the foundation of trust and leadership upon which strength is based and victory is achieved.

Goodwill of Central Virginia Richmond, VA, Facilities/Supervisor/Evaluation

Aug2003-Jan2016

Plan and organize daily work schedules of all trainees

Responsibilities include the development of community job placements, employment related services, case management and job retention services for persons with disabilities and/or persons who are disadvantaged.

Implementation of training in OSHA regulations, and MSDS

Train personnel in orientation to the building, proper skill setting procedures, proper attire for work, customer service, front line appearances and safe practices

Provide trainees/employees with group training seminars as well as individual direction

Interview, screen and select potential candidates for hire and transfer to Federal sites

Responsible for insuring that all daily and periodic tasks are completed as scheduled

Maintain employee records to include but not limited to attendance cards, annual vacation/sick time due/used, computation of time reports (time sheets), approved time sheets, employee warnings/write ups, performance evaluations and time studies

Complete case notes in a comprehensive and accurate manner (90/10) to staff participant counselors, DRS counselors and case managers regarding participants productions, behavior and progress to ensure compliance with DRS and district policies

Provide all types of community-based placement to include direct competitive, transitional, supported, work experience, and on the job training

Maintains an acceptable level of billable hours each month

Petersburg Community Corrections, Probation Officer

Nov2000-Dec2002

Reviewed/Screened pertinent information on convicted offenders

Open-Close-Track court findings

Appeared in court to give assessment of offenders progress

Rendered alcohol-drug testing and screening

Kept accurate case notes(missed or schedule meeting/court dates, lapses in terms of probation, and behavior) on offenders for court documents and senior probation officer

Assigned community service hours, track hours and log hours for billing

Ran NCIS on offenders

Met monthly or regular basis with offenders to ensure the person is complying with the probation restriction

Petersburg Commonwealth Attorney’s Office, General District Paralegal

Dec 1998-Oct 2000

Created a court conviction report on offenders that were found Guilty, Not Guilty or continued cases

Researched the offenders Social Security Number to build a case for the prosecuting attorneys

Contacted other jurisdiction’s courts to ensure the offenders record was clear

Prepared completed files for prosecuting attorneys, police, assistant Commonwealth Attorneys for court

Updated court finding of offenders when he/she was convicted or sentenced in the appropriate courts databank.

United States Navy, Legal man

Dec1986-Oct1998

Processed new sailors into command

Screened legal files, searching for prior discipline actions

Assisted with special court martial, captain’s mast and administration and general separation

Maintained leave files

Indebtedness Petty Officer- Placed sailors on a budgets to pay outstanding debts, before possible discharge from United States Navy

Provided legal assistance in such matters as voter registration, indebtedness, Social Security, veterans' benefits, civilian counsel, power of attorney, wills, motor vehicle licensing, taxes, immigration and customs.

Prepared records of hearings, investigations, courts-martial and courts of inquiry.

Prepared reports of mast proceedings.

Processed appeals.

Helped personnel prepare legal forms, letters and requests.

Assist personnel in filing claims, and conducting their investigations.

Goal oriented case manager with strong organizational and communication skills. Strong, high quality client and customer service commitment --Professional demeanor, strong presence and team player

EDUCATION

Strayer University Master’s Degree Management/Leadership Program July 2015-

Strayer Universirty Bachelor’s Degree in Criminal Justice Program June 2012 –Dec 2014

Strayer University ---Associates Degree in Criminal Justice April 2010-June 2012

Petersburg High School ---Business Diploma September 1980-June 1983

Virginia State University ---Business Administration September 1983-August 1984

Professional Correspondence Development Institute ---Paralegal July 1995- June 1997

Florida Community College of Jacksonville Teller Operations January 1995-July 1995

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