Project Management Customer Service
Resume:
Cass’andra F. Jackman
Dallas, Texas *****
*********@*****.***
Summary
Experienced self-motivated individual with fourteen years of proven expertise in management, eleven years in Public Service. Additionally, Project Management by managing the workflow (internal and external) of all assigned projects. Possess strong and effective communication skills, analytical and critical thinking skills in a fast-paced environment. Exhibit commendable customer service with the ability to prioritize to accomplish company goals in a highly stressed situation. Qualified and knowledgeable in difficult and problemed situations with the ability to interact with all levels of individuals effectively. Owning accountability with a positive attitude and willingness to learn.
Professional Experience
Beacon Hill Prep. Institute November 2021 - Present
Campus Manager II/Campus Instructor
Create processes and procedures for training new hires and refresher for current employees.
Scheduling data meeting with various external customers
Creating PowerPoint presentation, email, and letter correspondence, and maintaining databases (Salesforce).
Screening and directing calls as well as visitors; gatekeeping for the President and point of contact.
Liaison between company and various campuses
High Impact Tutoring through various Charter and DISD Schools
Quad Consulting Services March 2019 – December 2021
Business Development/Project Management/Life Agent
Resolve conflicts, identify resource requirements, and align the project team on the overall scope.
Scheduling personal and business air and hotel travel, meeting planning and car arrangement
Creating PowerPoint presentation, email, and letter correspondence, and maintaining databases.
Screening and directing calls as well as visitors; gatekeeping for the President and point of contact.
Liaison between company and employees as a business coach
Notary Public (Notary Agent)
Process Server
Life Agent for Texas, Washington and Tennessee
Health & Human Services Commission November 2009 – May 2021
Texas Works Advisor Supervisor
Perform complex technical, administrative, and managerial work directly working with Program and Regional Manager.
Supervise unit with the interpretation of policies and processes in a fast-paced environment.
Mentor, train and develop seasoned and new staff with system updates which includes providing direction, support, and feedback.
Complete periodic reports, special narrative/statistical reports.
Communicate and/or correspond to Ombudsman in the corrective action of customer complaints.
Scheduling training and development plans, case reading function to determine validity and accuracy of eligibility determination made by state-wide support staff on performance and corrective action plans to meet policy and reginal goals.
Maintain proper chronological and files on all staff for evaluations or disciplinary action.
Ordering office supplies, maintaining office supply room and help with office inventory of equipment.
Texas Works Advisor II/II
Assist management unit administration and interpretation of policies for internal and external clients.
Manage and maintain Supervisor’s and Program Managers calendar.
Maintain a regular and predictable work schedule while obtaining, verifying, and calculating income and resources to determine client’s financial eligibility.
Screening, directing, or responding to incoming calls and emails.
Interview client’s/authorized representative to gather information to determine eligibility for benefits: SNAP, Medicaid, TANF, MEPD.
Process changes, to client’s status, overpayments and adjust/or restore benefit level.
Document case records using automated equipment to form a record for each client obtainable state-wide.
Communicate on an advance level with internal/externally to provide, exchange, or verify information, answer inquiries, address issues or problem solve complaints in a professional manner to provide information for future and further evaluation.
Arbor Education & Training March 2009 – October 2009
Case Manager/Executive Assistant
Maintain detailed and confidential information regarding clients and interns.
Created worksites with various nonprofit organizations and public services to provide productive work experience for at risk youth.
Assist Program Coordinator with daily task and reports needed by VP’s and Governor regarding all individuals in the program.
Maintain excellent customer service to bother internal and external customers regarding placement and skills developed.
Create and oversee database in Excel regarding pertinent information regarding placement of interns as well as job descriptions.
Answering and directing incoming calls, accepting and delivering packages, greeting guest and clients
Mange caseload of over 85 interns
Contract Management (all created jobs were recorded for later description of assignment).
Assist with first process of eligibility while teaching basic life skills and professionalism/.
Payroll/Audit
Extensive problem solving with payroll issues and customer complaints.
Managed budget of over 1M of grant monies allocated to at youth for job ready and placement program.
Maintain systems to record and upkeep of gas card and bus cards allocated for travel for program.
Accounts payable duties and audits in the Governor Program including invoices into QuickBooks, issuing, and mailing of payroll checks to interns.
Maintaining payable files, and the matching of expense reports and petty cash reimbursements for Program Manager to ensure all funds were allocated specifically to the program for At Risk Youth.
De Hay & Elliston L.L.P. August 2002 – March 2009
Legal Assistant/Defense Litigation Paralegal
Assist Attorney’s with drafting motions, discovery, and settlements of case through preparation of documentation.
Working under supervision of two Partner’s and two Associates regarding trial dates and preparation while maintaining confidential court filings of time sensitive documentation
Making travel arrangements and reservations, creating itineraries and scheduling meetings for trials and depositions.
Maintaining virtual filing summary and general clerical duties
Maintaining Access database with potential credible witnesses; document control and summations.
Maintaining Outlook calendars, updating and overseeing trial docket and assist with the preparation of trial.
Upkeep the filing system as well file for trial exhibits and amendments.
Effective research and organizational skills
Liaison between firm and client
Xerox Business Services May 1995 – June 2002
Account Support Representative/Staff Coordinator
Develop, create, and implement process and procedure for better communication with external customers while fulfilling the company vision to grow while cutting cost.
Update and trained internal customers while creating procedures allocated for the various job descriptions.
Manage new team create for internal customers vacation and unplanned schedules to help cut cost on outsourcing (temp agency cost).
Assist upper management in daily tasks, supervise, maintain, and update processes and procedures for newly created positions while maintaining employee morale.
Worked closely with all levels in the corporation to ensure customer needs were met.
Developed and administered problem-solving techniques for incensed internal and external customers.
Responsible for synchronizing effective training with new business and workforce causing a smooth transaction.
Maintained high performance for company growth and acceptance in new pilots.
Jackman – Page 3
Professional Development
Fred Prior Seminar
Ethics and Business Conduct, Manage Conflict: A Collaborative Approach, Mentoring: Creating Successful Mentoring Relation, Assertive Communication Skills for Managers
Education
Colorado Technical University – Graduated
Cumulative GPA: 3.4
Master of Science in Management of Criminal Justice/Public Administration 2010
University of Phoenix – Graduated
Cumulative GPA: 2.93/3.5
Master of Business Administration 2008
Bachelor’s in Business/Science and Management 2007
Thomson Education Direct (Penn State) – Graduated
Paralegal Degree
Paralegal Work Study
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