Customer Service Assistant
Resume:
Darla Parks Edmiston
Topeka, KS 66606-1963
darla.edmiston63@
gmail.com
Education
August 1981-December 1985
University of Kansas, Lawrence, KS
Bachelor’s Degree in Human Development & Family Life/Early Childhood
Education
August 2013-Present
Emporia State University, Emporia, KS
Working towards a Master’s Degree in Library and Information Management.
Expected date of completion, May 2017.
Employment History
Temporary Call Center Customer Service Representative
October 2014-March 2015
General Dynamics Information Technology
* Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
* Provide knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses to provide basic general and claims specific information.
* Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.
* Assist caller with filling out online application and submitting it electronically to plan provider for processing.
* Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
* Refer calls as required to Customer Service Representative II.
* Maintain up-to-date knowledge of CMS regulations and policies as they apply.
* Report problems that occur via the online system so they can be addressed by the appropriate parties.
* Respond to telephone inquiries within the set departmental staffing and time parameters.
* Must be able to speak and read English clearly, professionally and fluently.
* Must be able to type a minimum of 30 WPM.
* Ability to effectively work within established contractual turnaround times required.
* Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
* Proven ability to work as a member of a team.
Director/Librarian
May 2014-November 2014
Corning City Library
*Collection development and management
*Cataloging all library items into new bar code system.
*Circulation and customer service to patrons.
*Programming and event planning and implementation.
*Work with Library Board of trustees.
*Reports and presentations.
*Shelving of items.
*Filing and organization of reports and documents.
Center Director
June 2010-November 2012,
The Salvation Army Child Care Center, Topeka, KS
* Director of a facility serving families of children 2 wks. to 12 years, with a licensing capacity of 149.
* Hire, train and supervise staff of 12-26 educators and assistant educators, cook, 2 assistant directors, and administrative assistant, as well as Washburn University early childhood practicum students.
* Work with advisory board, child care task force, program committee, and corps officers, as well as divisional headquarters staff such as director & assistant director of social services, human resource manager and staff, financial coordinator and program accountant, it department staff, maintenance supervisor and other department representatives as needed, to coordinated business operations and services.
* Coordinate services for children and families with outside agencies, such as area school districts, TARC, FSGC, TFI, etc.
* Manage center expenses and payroll, developing budget along with corps officers and finance committee.
* Billing, and handle collections.
* Write and apply for grants, receiving over $62.000 in grant monies in 2 years.
* Worked with state and federal agencies, making sure center complies with regulations
* Worked with parents and conducted parent meetings and conferences.
* Assessment of and acquisition of center equipment and facility improvements/ repairs as needed for daily operation and future growth.
* Team building among staff to insure positive communication and interactions.
* Marketing and recruitment to increase center enrollment and to meet staffing needs.
* Increased center enrollment from 56 to 120, opening 3 new classrooms.
* Submitted for and achieved a license change in enrollment from 80 to 149.
* Developed staff and family handbooks, new employee orientation, evacuation
policies and procedures, job descriptions, employee evaluations, and quality
improvement plan for the facility.
* Program received a silver rating on the triennial salvation army national social
services review in July 2011.
* Improved KDHE licensing compliance. program was on a consent agreement with KDHE when i took over program. Consent agreement removed Dec. 2011
Center Director
June 2008-June 2010,
Uncle Sam’s Place/Children’s Choice Learning Center, Louisville, KY
* Director of a facility serving families of children 8 wks. to 14 years, with a licensing
capacity of 122 .
* Hired, trained and supervised staff of 18-25 educators and assistant educators, cook
and administrative assistant.
* Worked with corporate officers as well as GSA Board of Directors, PTA, regional
GSA staff and local GSA staff.
* Run payroll, billing, handle collections and work within center budget, producing
monthly profit for company.
* Worked with state and federal agencies, making sure center complies with
regulations
* Worked with parents and conducted parent meetings and conferences.
* Assessment of and acquisition of center equipment and facility improvements/ repairs
as needed for daily operation and future growth.
* Team building among staff to insure positive communication and interactions.
* Marketing and recruitment to increase center enrollment and to meet staffing needs.
opened 3 new classrooms and increased center enrollment by 30 children,
developing a waiting list for many ages. center enrollment averaging 85-90% of
licensing capacity of 122..
* Worked toward NAEYC accreditation. Submitted candidacy materials May 31, 2010.
* Achieved eco-healthy child care endorsement for center in spring 2009.
Center Director
May 2006-May 2008,
Cradlerock Children’s Center, Columbia, MD
* Director of a facility operating serving families of children 8 wks. to 6 years, with a
licensing capacity of 63 .
* Hired, trained & supervised staff of 10-20 teachers, aides, cook and administrative
assistant, as well as volunteers and high school interns.
* Worked with Board of Directors. submit monthly director's report.
* Initiated parent involvement on board of directors and quarterly parent events and
meetings.
* Increased center enrollment from 27 to 63, opening 2 new classrooms
*Developed staff handbook, personnel policies, enrollment policies and family
handbook.
* Established hot meal program and enrolled in CACFP.
* Managed center expenses and payroll, developing budget along with board
treasurer.
* Developed program and staff assessments.
* Worked as a Judy Center partner.
* Wrote grants to support program and supplement scholarships. Received 2007 United Way grant.
* Lead center toward Maryland State Department of education accreditation.
* Aligned curriculum with Maryland State standards.
Center Director
December 2004-August 2005,
Spectrum Community Services Child Care Center, Westland, MI
* Director of a facility operating 24 hours a day/ 7 days a week, serving families of
children 8 wks. to age 12 years, with a licensing capacity of 180 .
* Hired, trained and supervised staff of 15-25 consisting of shift managers, office
coordinator, financial manager, classroom teachers, teaching assistants and nutrition
staff.
* Conducted in-service and staff meetings.
* Worked with Board of Directors and Chief Operating Officer, as well as Human
Resource Manager, Financial Coordinator, Maintenance Supervisor and other
department representatives as needed, to coordinated business operations and
services
* Worked with state and federal agencies, making sure center complied with
regulations
* Worked with parents and conducted parent meetings and conferences.
* Marketing and recruitment to increase center enrollment and to meet staffing needs.
increased center enrolled from 34 children to 132 children.
* Assessment of and acquisition of center equipment and facility improvements/ repairs
as needed for daily operation and future growth.
*Team building among staff to insure positive communication and interactions.
Youth Services Librarian
February 2003-August 2004
Cass County Public Library, Harrisonville, MO
* Planned and implemented all programs for children birth through high school, including summer reading program, toddler lap sit and preschool story times, book clubs and talks, craft days, learning programs;
* Collection development and maintenance for easy, juvenile and young adult collections.
* Development of publicity flyers and mailers, handouts for families and children.
* Community outreach and relations including visits to elementary schools, civic organizations, community preschools and child care centers, and head start programs.
* Supervision of children's clerks and volunteers.
* Circulation and customer service for patrons.
* Assisting patrons with references needs and use, and guidance in using library materials and resources.
* Extensive computer research;
* Implemented an outreach program to Cass Juvenile Detention Facility, working with facility staff to supplement reading and classroom materials and to provide programming to youth detained at facility.
Assistant Clinical Instructor
September 2003 to January 2004
Berkley Child & Family Development Center/University of Missouri-Kansas City Kansas City, MO
* Supervised children during daily activities.
* Planned and implemented classroom curriculum.
* Planned and implemented classroom curriculum.
* Supervised teaching assistants and college students in classroom.
* Participated in university departmental committees, planning facility goals,
objectives, programs and projects.
* Participated in NAEYC accreditation renewal process.
* Worked with parents and conducted parent meetings and conferences.
* Conducted developmental assessments and testing
.
Center Director/ Lead Preschool Teacher
March 1993 to February 1996
Immanuel Lutheran Childhood Center, Lawrence, KS
* Started new program/center serving children 12 months to 6 years.
* Developed staff handbook, parent handbook, and classroom curriculum.
* Hired, trained and supervised staff of 5-10 teachers, aides and cook, as well as
volunteers and University of Kansas practicum students.
* Supervised college students completing volunteer hours and practicum for courses.
* Worked with board of directors and church committees
* Worked with center treasure on payroll, expenses and budget.
* Developed program, staff and child assessments
* Enrolled program in Child and Adult Care Food Program (CACFP).
* Supervised children during daily activities.
* Planned and implemented classroom curriculum.
* Conducted developmental assessments and testing.
Director
November 1989 to January 1991
Brookcreek Learning Center, Lawrence,KS
* Hired, supervised and trained staff of 5-15 teachers, aides and cook, as well as volunteers and University of Kansas practicum students.
* Supervised and graded college students completing student teaching.
* Worked with board of directors.
* Worked on payroll, center expenses and budget with treasurer.
* Worked on payroll, center expenses and budget with treasurer.
* Worked on united way grant applications.
* Participated in united way activities, as center was a united way agency.\worked
with Lawrence Early Education Program to assure community children were being
assessed for developmental delays.
* Developed program, staff and child assessments
Lead Preschool Teacher
September 1987 to January 1991
Brookcreek Learning Center, Lawrence, KS
* Supervised children in a classroom serving special needs children.
* Planned and implemented classroom curriculum.
* Conducted parent meetings and conferences.
* Conducted developmental assessments and testing.
*assisted director in conducting staff trainings.
Preschool Teacher
April 1985 to August 1985, & January 1986 to August 1986
La Petite Academy, Lawrence, KS
* Supervised children during daily activities.
* Planned and implemented classroom curriculum.
* Supervised teaching assistants and volunteers in classroom.
* Worked with parents and conducted parent meetings and conferences.
* conducted developmental assessments and testing.
• Currently certified/licensed in First Aid, expires in May 2014. ]
• Kansas Department of Health & Environment Program Director approval for center serving over 100 children.
• Completed new KDHE mandatory Child Care staff training requirements for Basic Child Development, Child Abuse & Neglect and Abusive Head Trauma, and Safe Sleep for Infants and Sudden Infant Death Syndrome in July 2012. Received an additional 100+ hours of in-service training between June 2010 and September 2012.
Additional Professional Activities
2013-present American Library Association/Kansas Library Association
2010-2012 Shawnee County Director's Collaboration Group, Topeka, KS
2008-2010 Community Child Care Coordinated Council member, Louisville,
KY
2008-2010 Greater Louisville Inc. member, local Chamber of Commerce,
Louisville, KY
2006- 2008 Maryland Association for the Education of Young Children and the
National Association for the Education of Young Children
2006- 2008 Judy Center Partner and Steering Committee Member, Cradlerock
School, Columbia, MD
2006- 2008 Judy Center Curriculum Alignment Committee, Cradlerock School,
Columbia, MD
2003-2004 Missouri Library Association, Harrisonvlle, MO
1993-96, 1988-1991 Member, Douglas County Child Development Association,
Lawrence, KS
1993-96,1990-91 Member, National Association for the Education of Young Children
and Kansas Association for the Education of Young Children
1988-1991 Board Member, Douglas County Child Development Association,
Lawrence, KS
1990-1991 Program Committee Co-Chair, Douglas County Child Development
Association, Lawrence, KS
1990 Week of the Young Child Committee Co-Chair, Douglas Co
Child Development Assoc., Lawrence, KS
1990-1991 Lawrence Early Education Programs Advisory Board, Lawrence, KS
References available upon request.
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