Customer Service Quality Control

VICKY CLARK

*** ****** ****** • Albion, MI ***** • ************@*****.*** • 734-***-**** • 517-***-****

Education

Spring Arbor University, Battle Creek, MI Expected, June 2015

Bachelor of Arts: Family Life Education

Baker College, Jackson, MI

Completed coursework towards Bachelor of Arts degree

Experience

Case Manager & Housing Agent (HARA – Housing Assessment and Resource Agency) 2012 – present

Summit Pointe, Battle Creek, MI

• Manage caseload of 70 residents of Calhoun County by collaborating with internal and external housing sources to help individuals secure housing by negotiating with area landlords resulting in a 70% placement rate for residents

• Complete pre-screening documentation to assess and determine eligibility for specific programs and secure section 8, community housing, or general housing in over 20 residential complexes within county

• Refer residents for other social and mental health services as necessary as indicated by their initial screening

Job Developer 2005 – 2012

Summit Pointe, Battle Creek, MI

• Developed jobs for approximately 21 Calhoun County residents per month (approximately 60 per quarter) who were homeless, physically or mentally disabled by completing intake paperwork, conducting skills assessments, creating resumes, and directing training programs, and collaborated with internal and external accounts for job placement

• Managed 15 accounts, including manufacturing and janitorial, generating approximately $1 million in annual revenue

• Established janitorial contract to place residents, generating more than $10,000 in revenue over three month span

• Provided daily operational review of state government compliance and organized documentation and resident data in preparation of audits, and assisted team members in developing recruitment, hiring, and training strategies

• Managed approximately 20 residents by visiting job sites and collaborating with managers to address employer concerns, and maintained quality control to ensure government regulatory requirements

R.E.A.C.H. Coordinator & Specialist 2002 – 2005

Albion Public Schools, Albion, MI

• Provided administrative services, discipline and intervention methodologies for at-risk population of Albion students (K-12) by assisting students in maintaining their academic status during in-school suspensions

• Supervised two employees to manage students during in-school suspension program, while assessing and evaluating student intervention strategies including counseling and organized group sessions

• Collaborated with staff to provide weekly, monthly, and quarterly reports regarding students’ progress for school administration and government agencies to maintain compliance

Team Leader, Specialist, and Production Supervisor 1989 – 2001

MACI (Michigan Automotive Compressor Inc.), Parma, MI

• Supervised 15-30 full-time employees, and more than 200 temporary staff for three shift operations to produce air compressors for company

• Created, implemented, and managed new process for the workmen compensation program regarding employee restrictions, and developed employment contracts to generate additional revenue

• Reduced employee turnover by redesigning policies and procedures, creating new assessments while improving customer service for employees

• Managed operations by coordinating daily activities, and ensured quality control by identifying and solving production related problems

Additional

• Certifications: Employment Training Specialist, Crisis Management, Conflict Management, Situational Leadership, High Performing Team, Floor Tech, OSHA Certification

• Related Skills: HIPPA, ADA, EEO, Microsoft Office Suite, Smart Care, Infotronics and Cerdian Systems, Payroll, Audit, Sales and Marketing, Hiring and Training, Quality Control, QS9000 Implementation, Workmen Compensation

• Board Member: Michigan Prison Re-entry Initiative

• Volunteer for Kingdom Living Worship Ministries Leadership team

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