Service Customer

Mrs. Debra Long

**** ******** **** **** ***, Jacksonville, Florida 32216

Telephone: 205-***-****

Email: *************@*****.***

Federal employment status: None

Veteran's status: N/A

Spouse Preference: Spouse of Active Duty Army Service Member – Recent PCS

United States Citizen

WORK EXPERIENCE

Spouse Education and Career Opportunities Career Advisor March 2013 to November 2016

Zeider's Enterprises, Inc.

Government Contractor

Salary: $45,000 per annum

Hours per week: 40

Supervisor: Jeanette Newell, 703-***-**** ext. 2168, may be contacted

Duties, Accomplishments and Related Skills:

Provided professional telephonic guidance to military spouses worldwide in areas of four career lifecycle stages to include career exploration, education, training and licensing, employment readiness, and career connections. Referred spouse to appropriate resources for resume development, job search assistance, and education resources to pursue licensure, associate degrees or certifications. Directed spouses re-entering the workforce due to job loss, gaps between jobs, and dissatisfaction with past career choices in exploring new career opportunities. Shared information about school programs and financial assistance.

KEY ACCOMPLISHMENTS

Took seriously the expectation to maintain 96% service levels resulting in exceeding this requirement by maintaining 99.1% to 100% daily.

Because of stellar customer service provided to spouses, appointed as team leader to train new cohorts in providing gold standard government call performance to military spouses as required by the government client.

Served as acting Manager on Duty, allowing for a seamless flow of service to Career Center staff oversight for staff in the absence of an Operations Supervisor.

Lauded by the Department of Defense for 100% exemplary rating on inbound calls resulting in Gold Standard Call Performance reviews in 2013-2016.

Military Spouse Career Advisor January 2011-February 2013

Talent Curve Solutions

10030 Green Level Church Road, Suite 802 Cary, NC 27519

Salary: $42,500 per annum

Hours per week: 40

Supervisor: Candace Corrente, 704-***-****, may be contacted

Duties, Accomplishments and Related Skills:

Assisted an average of 100 clients per day telephonically with information and referral services related to careers and education including: opportunities for online and distance education and training; consumer awareness tools for school selection and financial assistance; school admission requirements; and central source of information regarding federal, state and local occupational licenses and credentialing requirements for military spouses in portable occupations and career fields nationwide. Instrumental in catapulting the company to a customer satisfaction rating of 98.71 and average daily service levels between 98.25% and 100%. Operated multiple government systems to enter statistical data and information including, but not limited to Microsoft Case Management System. Delivered support services, resources, referrals and consultation on various subjects such as military spouse education and employment, health and wellness, family and relationships, and deployment and transitions. Afforded accurate aid to spouses requesting information about the Military Spouse Career Advancement Account (MyCAA) and other military spouse programs. Received calls from participants, disseminated information, made appropriate referrals, and scheduled career consultations for in-depth counseling with a Career Counselors as per using protocols provided by the government client.

KEY ACCOMPLISHMENT

Instrumental in catapulting the company to a customer satisfaction rating of 98.71 and average daily service levels between 98.25% and 100%.

Recognized by supervisors for efforts to encourage a team-oriented work environment for the Homeless Veterans Benefits Banquet to raise funds. Was appointed staff develop coordinator for a team of 10 advisors to achieve a successful mission.

Answered the challenge to increase the number of career counseling appointments resulting in a $500 bonus for scheduling the most appointments of all advisors on the government contract.

Volunteer for Victim Advocate April 2011 to September 2012

Center for Sexual Assault Victims, Newport News, VA 23601

Volunteer Work

Duties, Accomplishments and Related Skills:

Supported victims of sexual abuse via phone and during hospital intake. Recommended policy and procedure revisions as deemed necessary to improve an integrated work environment. Served as a liaison between victims and court staff. Accompanied victims in securing Orders of Protection and Injunction against harassment. Communicated in the exchange of information by completing thorough case documentation in both victim services and prosecution files using both a paper based and computer automated case management systems. Provided in-service training and exposure to various criminal justice and victim-related matters.

Daily Living and Financial Services Coordinator June 2008-April 2009

Navy Marine Corps Relief Society, 1004 Jefferson Avenue, Goose Creek, SC 29445

Volunteer Work

Duties, Accomplishments and Related Skills:

Volunteered 3-4 times a week to assist active duty service members, military spouses and dependents that desired financial, education or daily living assistance. Sponsored transitional assistance for members who were separating or retiring from the military. Afforded active duty service member debt to income ratio analysis and provided free credit score assessment. Issued hardship loans requiring documents to be entered the system and printing for validation to active duty service members. Assisted with food bag distribution to needy families. Helped with the blanket and milk program to aid military spouses who required assistance. Located scholarship assistance for education as well as support in funeral arrangements, baby planning, budget counseling, disaster relief, auto repair, quick assist loans, post combat support and assistance provided by visiting nurses to new mothers.

EDUCATION

Liberty University

Lynchburg, Virginia

Master’s in Marriage and Family Counseling

December 2014 GPA of 3.86

Norfolk State University

Norfolk, Virginia

Bachelor’s in Clinical Psychology, Magna Cum Laude

May 2012

Licenses/Certifications

Certified Wedding and Events Coordinator, 2001

Certified Sexual Abuse Advocate, 2011

PROFESSIONAL DEVELOPMENT TRAINING:

Core Skills Professional Development, (March 2016)

Customer Focused Skills, Zeider’s Enterprises, Inc., (March 2016)

On-boarding Training & New Cohorts, (since 2013)

Standard Operating Procedures Overview: Zeider’s Enterprises, Inc. (since 2013)

Ethic Training Overview: Zeider’s Enterprises, Inc. (since 2013)

Map Escalation Process Training: Zeider’s Enterprises, Inc. (since 2013)

Cyber Awareness Security Training: Zeider’s Enterprises, Inc. (since 2013)

MSEP Overview Training: Zeider’s Enterprises, Inc. (since 2013)

PHI and PII Training: Zeider’s Enterprises, Inc. (since 2013)

Program Contract Overview Training: Zeider’s Enterprises, Inc. (since 2013)

Military One Source Tour Training: Zeider’s Enterprises, Inc. (since 2013)

Building Effective Anger Management Skills (2010)

AC Level Awareness Training: (2009)

Jackson Hewitt Tax Preparer Training, (2003)

AWARDS

May 2016-- Participated in a team effort to earn the International Customer Management Institute (ICMI) Global Contact Center Award for the Best Medium Contact Center which honors and recognizes companies, contact centers and individuals that provide a platform for leadership, vision, innovation and strategic accomplishments for the customer management industry.

Military Spouse Spotlight, Zeider’s Enterprises (2015)

Certificate of Volunteering, American Diabetes Association (2010-2013)

Certificates of Appreciation, St. John Baptist Church (2006, 2007, & 2008)

Certificate of Appreciation, Girl Scout Troop, 2013

COMMUNITY AFFILIATIONS

Founder Have a Heart Homeless Ministry, 2009 (Virginia)

Golden Key International Honor Society, since 2012

Psi Chi International Honor Society (Secretary), 2011-2012

Beta Kappa Chi Honor Society, since 2011

National Institute of Science Honor Society, since 2011

Recipient of Who’s Who Among Colleges and Universities, 2011

SPECIAL SKILLS/QUALIFICATIONS

Thoroughly educated and trained as Career Advisor with over 6 years of hands-on experience working with military populations.

Responsible for determining the eligibility of active duty spouses to be enrolled in the My Career Advancement Account ( MYCAA) Scholarship.

Demonstrated ability to wok with various students of differing education backgrounds .

Counsel individual to help them overcome personal and social problems affecting their educational opportunities.

An active duty military spouse of 10 years, with vast knowledge about transitions and networking in

new communities.

Contributed to office management by handling calls, scheduling of app, and managing monetary

funding for college scholarships.

Passionate for being a catalyst in the transformation of the lives of the disenfranchised.

Exceptionally punctual, organized, outgoing and adept at adjusting to new environments.

Expert ability to maintain accurate and complete files and data collection documentations.

Meet with supervisors to perform quality control/quality assurance to ensure enrollment techniques being utilized are acceptable.

Superb computer skills with specific knowledge in Microsoft Word, Excel, Power Point, SharePoint.

Possess a dynamic, highly-determined personality stimulated by the desire to learn new competencies.

Provided information and guidance on career decisions and training.

Analytical and Strategic planning skills.

Previous Home Health Care and Hospice Experience (medical billing, transcription, vitals & patient Appointment experience.

*References can be furnished upon request

Contact this candidate