Customer Service Quality Assurance

ORLANDO MURRELL

CHARLOTTE, NC***** 704-***-**** ad1h9o@r.postjobfree.com

Professional Summary

Responsible Technician with excellent troubleshooting, customer service and analytic skills coupled with more than 15 years of experience. Highly effective in complying with safety requirements evidenced by zero work loss days. Broad skills in student monitoring, conflict resolution, and interpersonal communication.

Work History

District Lead Behavior Management Technician, 04/2007 - Current

Charlotte Mecklenburg School District – Charlotte, NC

Performed troubleshooting, diagnosis of maladaptive behavior and conflict resolution.

Organized work to meet demanding production goals.

Maintained quality assurance and customer satisfaction objectives.

Inspected equipment to identify areas of wear and tear to be used during community service.

Maintained compliance with regulatory standards and safety requirements.

Applied critical thinking and research to address complex issues.

ISS Coordinator, 11/2007 - 11/2010

Charlotte Mecklenburg School System – Charlotte, NC

Maintained up-to-date knowledge of applicable Code of Conduct.

Created and maintained compliant work environment.

Developed and implemented corrective action plans for non-compliance issues.

Conducted periodic compliance audits and reviews to identify areas of improvement.

Assisted with development of compliance objectives and strategies.

Maintained composure in stressful situations, confrontations, interviews and student searches.

Developed risk assessment models to identify potential compliance risks.

Warned violators of infractions or penalties.

Residential Counselor I, 10/2006 - 11/2007

Youth/Adult Care Management, Inc. – Kannapolis, NC

Monitored and documented client progress toward meeting goals and objectives.

Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.

Encouraged clients to develop self-advocacy skills and to become active participants in own treatment plans.

Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.

Supported residents in coping with emotions and fears through one-on-one sessions.

Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.

Collaborated with case managers to maintain continuity of care and to provide referrals to treatment programs.

Communicated behavior choices to residents by outlining positive and negative consequences of choices.

Facilitated group counseling sessions to help clients address issues of substance abuse, anger management and interpersonal relationships.

Assisted residents with transitioning into new living environment and maintained strong relationships with residents.

Enforced policies and safety standards through building and room rounds.

Provided crisis management and intervention during emergency situations.

Responded to student inquiries and concerns, offering support and guidance.

Developed, implemented and monitored residential policies and procedures.

Promoted culture of respect and understanding among students.

Monitored student behavior and responded to disciplinary issues in accordance with established policies.

Solved grievances and complaints by collaborating with residents.

Developed and enforced safety policies and procedures to drive safety and well-being of students.

Provided swift and knowledgeable emergency support in line with campus crisis protocols.

Facilitated smooth transition of new students into residential program.

Developed and maintained relationships with parents to promote positive living environment for students.

Education

Certificates: 09/2010

Crisis Prevention Institute - Milwaukee, WI

Certification: Criminal Justice, 05/1995

Central Piedmont Community College - Charlotte, NC

High School Diploma: 06/1979

Shaw High School - East Cleveland, OH

Skills

Issue Analysis

Operations Monitoring

Customer Service

User Training

Quality Control

Customer Rapport

Operation Monitoring

Relationship Building

Customer Interaction

Attention to Detail

Team Training

Staff Education and Training

Project Support

Extensive Organizational Skills

Performance Improvement

Program Support

Routine Inspections

Written/Verbal Communication

Multitasking and Organization

Works Well Under Pressure

Issue Resolution

Preventive Maintenance

Documentation and Reporting

Safety Equipment

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