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Customer Service Manager

United States
January 04, 2017

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Felicia Shields

*** *. ********** ***,

Philadelphia, PA. 19120

H: 215.***.**** C: 215.***.****

Professional Summary

"Dedicated [Counselor] with background in the mental health, social services and community correction. Extensive knowledge and thoroughly trained in addictive behavioral and psychological issues with a comprehensive understanding of treatment modal Ned. Social Services Manager, successful at talent development and personnel management. Skillfully cultivates positive employee morale by coaching and encouraging team members. Core Qualifications First Aid certified Alternative Discipline Techniques Exceptional interpersonal skills Successful Completion of Project-Entry Program, Successful Completion of D.O.C Basic Training PCPC Certification"

Core Qualifications

First Aid certified

Alternative Discipline Techniques

Exceptional interpersonal skills

Successful Completion of Project-Entry Program

Successful Completion of D.O.C Basic Training

PCPC Certification


Counselor II, Gaudenzia Inc. Philadelphia, PA

2/10/2014 to Current

Maintain accurate records of residents progress

Prepare and Submit Home Plans

Develop Professional Relationships/ Collaboration with Community Agencies

Recommendation of appropriate Treatment Facilities

Prepare Documents of Completion for Residents

Knowledge of Mental Health and Co-Occurring Disorders

House Manager/ Counselor Duties, Gaudenzia Inc. Philadelphia, PA

05/2011 to Current

Assist Counselor with resident coordinated discharge plans to create smooth transitions into the community

Explained program offerings and requirements to clients and answered related questions

Addressed program and policy issues, developed best practices and improved service delivery

Met with clients one-on-one to determine necessary services and make appropriate treatment recommendations.

Store Manager 6/1998-10/2008

Save-A-Lot Supermarket Philadelphia, PA

Proven leadership qualities and exceptional customer service skills

Working knowledge of scheduling, merchandising, budgeting and expense control

Ability to work a flexible schedule including days, evenings, weekends and holiday

Ability to travel within 50 miles/1 hour to work


Alvernia University Philadelphia, PA

5/2016-6/2018 To be awarded a Master Degree Leadership for Sustainable Communities

Chestnut Hill College Philadelphia, PA

2/2012-6/2014 Earned Bachelor of Science Criminal Justice

Kaplan Career Institute Philadelphia, PA

1/2009-6/2011 Earned Associate Degree Criminal Justice

Related Coursework: Criminal Justice, Child Development, Psychology, Cultural Diversity, Ethnic Studies Communications and Public Relations

Professional Affiliations

8/2010-Present Connection Training

Volunteer to mentor Children of incarcerated parents

Development of Youth Programs

Plan positive activities for the youth

10/2010-12/2010 Grand Central Kinship Care Resource Center Extern- (179 hours complete)

Bring together a consortium of community-based and public agencies

Connect family members with community leaders

Develop effective, family-focused kinship care services

Development of Neighborhood Training and Support Groups

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