Call Center Customer Service

April Srna

618-***-**** ******@*****.***

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

WHY I WANT TO BE HERE

To obtain a position that utilizes my skills in office and call center management.

HOW I CAN ADD VALUE

With a diverse background in teaching, social work, and small business ownership, I have developed my skills, particularly in listening and mentoring employees to support and build their confidence in their roles. My ability to work well with others and my enjoyment of collaboration have enabled me to build knowledge of processes, streamline them for efficiency, and meet customer service needs. I am very detailed oriented and work well in high multi-tasking roles. Have experience in overseeing and managing call center for social service programs.

WHERE I’VE BEEN

Nov 2021 - Present Shawnee Health-Shawnee Alliance Carterville, Illinois

Social Services Program Manager

Hire, train, supervise, and provide guidance to program support staff for social service programs. Monitor and evaluate quality and performance of administrative staff. Oversee day to day call activities through Cisco Phone System for call center of Shawnee Health Social Services, Screens calls and provides information and assistance to walk in clients. Handles administrative correspondence, runs reports, prepares reports, and statistical data on a regular basis. Performs specific bookkeeping and data entry functions. Involved in strategic management decisions within the organization. Maintains accounting of program billings and reconciliation of payments. Conducts tracking and purchasing for multiple programs. Monitors office equipment and vehicle maintenance. Represents agency in meetings, trainings, and conferences as they arise. Proposes and implements process changes to increase efficiency for time and cost savings.

Mar. 2019 – Nov. 2021 Shawnee Health-Shawnee Alliance Carterville, Illinois

Volunteer Money Management Program Coordinator/ Care Coordinator

Supervised case manager and volunteers to assist seniors 60 and older with bill payer or rep payee money management services. Complete monthly billings for Illinois Department on Aging. Complete annual Social Security Reports for all Rep Payee clients. Completed monthly monitoring on all money management activity. Entered all transactions into Quicken to keep records of client budgets and financials. Got certified to be a Care Coordinator to complete DON assessments on clients for nursing placement or in-home services to help out when needed.

Oct. 2018 – Apr. 2023 The UPS Store Marion, Illinois

Franchisee Co-Owner

Manager Oct. 2018 – Mar 2019

Supervised and managed employees. Contacted vendors, order supplies and completed franchise reports. Communicated effectively to give excellent customer service to meet the needs of packing, shipping, printing, or mailbox needs of the customer. Collaborated with UPS for all claims of investigation to communicate with the customer to resolve issues.

Mar. 2014 – Sept. 2018 Shawnee Health-Shawnee Alliance Carterville, Illinois

Volunteer Money Management Program Coordinator

Supervised case manager and volunteers to assist seniors 60 and older with bill payer or rep payee money management services. Complete monthly billings for Illinois Department on Aging. Complete annual Social Security Reports for all Rep Payee clients. Completed monthly monitoring on all money management activity. Entered all transactions into Quicken to keep records of client budgets and financials. Streamlined the program for efficiency to pays bills electronically to reduce the amount of cash handling to save on time and mitigate risks.

Dec. 2011 – Mar. 2014 SIU Head Start Marion, Illinois

Supervising Lead Teacher

Developed lessons for students ages 3 to 5, worked with low income families, planned parent workshops and activities, assess students using Creative Curriculum. Supervised Teacher Assistant.

Aug. 2009 – June 2011 Malone’s Early Learning Center Marion, Illinois

Pre-K Lead Teacher

Developed lessons for students 3 to 5 years old, planned parent workshops and activities, assessed using Creative Curriculum.

WHAT I’VE LEARNED

Southern Illinois University Carbondale Carbondale, Illinois

Bachelor of Science

Major: Human Services

GPA: 3.6 /4.0 Graduation: December 2005

John A. Logan College Carterville, Illinois

Associate of Science

GPA: 4.6/5.0 Graduation: July 2003

COMPUTER SKILLS

Microsoft Office: Word, Excel, Power Point

Adobe Creative Cloud: In Design, Illustrator, Photoshop

Google: Docs, Classroom

Quicken

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