Social Work/Case Management/ Customer Service

Terra Michelle Knox

P. O. Box ****** Miami, Florida 33152 Cell: 704-***-**** ***********@*****.***

AREAS OF STRENGTH

Risk & Needs Assessments Detail oriented Teaching/Facilitation Skills

Counseling (Individual/Groups) Admin/Customer Service Program Coordinator/Development

Gender Specific Training Case Management Interviewing Techniques

Developing Treatment Plans Interpersonal Skills Excellent written/verbal comm. skills

AWARDS TRAINING CERTIFICATES

• Recipient of the 2011-2012 AmeriCorps Schools Program Leadership & Development Award

• Awarded Probation Officer of the Year in 2007

• Received Judicial Commendation Award from the Honorable Judge Tracy Graham in 2007

• Received Certificate for Girl’s Circle Facilitator Training, October 2005

• Trainer of Fundamental Skills for Juvenile Probation Officers through O.J.J.D.P. from Sept. 2002 - Sept. 2006

• Completed General and Juvenile Mediation Training from the Georgia Office of Dispute Resolution, 2002

EMPLOYMENT HISTORY

Lyft—Charlotte, NC & Atlanta, GA February 2020 – March 2020 Uber—Atlanta, GA October 2019 – February 2020

Rideshare Driver

Provided safe transportation services to various locations per the customer’s request made via mobile app.

Delta Global Services—Atlanta, GA July 2019 – September 2019

Wheel Chair Agent

Assisted and transported passengers needing assistance to their assigned gates and other airport destinations

Prometric—Charlotte, NC September 2018 – January 2019

Test Center Administrator

Ensured the integrity of testing services by proctoring and controlling the computer based test center environment which included greeting candidates, verifying candidate identification, monitoring the examination process and maintaining Prometric policies and guidelines

Samaritan’s Purse—Charlotte, NC November 2017– February 2018

Data Entry Clerk

Entered updated information on donors and donations received in the company’s database

NCS Pearson Inc.—Charlotte, NC May 2017– June 2017

Data Recognition Corporation—Duluth, GA April 2017– May 2017

Scorer

Evaluated student responses to subject related open ended questions according to the designated rubric

Amazon—Chattanooga, TN August 2016 – March 2017

Fulfillment Associate

Conducted daily audits of the inventory within the warehouse to provide an accurate count of the merchandise

Dillard’s Department Stores—Chattanooga, TN September 2015 – August 2016

Sales Associate

Greeted customers in the shoe department and engaged them in conversation to determine their shoe buying needs

Updated customers on return/exchange policies, processed final payments and completed inventory/stock control

The Network Inc.—Norcross, GA January 2015 – June 2015

Interview Specialist

Received incoming calls from clients and/or customers of clients reporting claims

Ensured all key questions required to establish an accurate account of the incident was documented in the claim

Delivered the prescribed greeting while exercising sound judgment to ensure the caller’s needs were met

Solomon Morgan/Trace Staffing—Atlanta, GA November 2014 – January 2015 Substitute Teacher

Met with school personnel to review plans, schedules and receive instructions for the day

Provided classroom instruction on designated lessons outlined in the lesson plans provided by the teacher

Completed a class report informing the full-time teacher of student behavior and progress made with lesson plans

National Credit Systems—Atlanta, GA February 2014 – July 2014

Collector

Made 150 + outbound calls daily to locate and notify customers of delinquent account status, encouraged customers to establish a repayment schedule and advised of impending legal action

Documented/updated the status of collection efforts and processed payments using a variety of automated systems

Universal Health Services/Anchor Hospital—Atlanta, GA March 2012 – January 2014

Mental Health Assistant

Provided direct patient care to adults and adolescents with psychiatric disorders and/or chemical dependency to ensure their safety and well-being

Assisted in the admission process which included new patient orientation, obtaining vital signs, urine specimens and safety search of patients and their personal belongings; Monitored patients and completed rounds as assigned

AmeriCorps School Based Program—Atlanta, GA July 2011 – May 2012 Service Leader

Provided classroom assistance to teacher(s) during Success for All Literacy Instructional Time

Tutored 1st- 3rd grade students performing below grade level using S.F.A.’s Team Alphie Tutoring Program

Administered Reading Roots Assessments and Team Alphie Assessments to students to help determine their S.F.A. placement level and template placement

Administered Success for All’s 4 Sight testing to students and tutored 3rd grade students for C.R.C.T. preparation

Coordinated/facilitated Hands on Atlanta After School Enrichment Program for 17+ students (3rd– 5th graders)

Provided additional tutoring/homework assistance and developed enrichment activities for students in the A.S.E.P.

Clayton County Juvenile Court—Jonesboro, GA August 1996 – February 2010 Juvenile Court Officer

Supervised juveniles under court supervision and ensured compliance with conditions of probation and court ordered conditions

Managed caseload of 35+ juveniles and maintained case files, contact standards and updated case notes

Conducted interviews with juveniles, parents/guardians, and others involved to obtain background information and assess juveniles’ situations, capabilities, and problems to determine services required

Prepared social history reports with recommendations for judicial review/approval

Completed Risk/Needs Assessments and Individualized Treatment Plans on each juvenile and assisted juvenile in accomplishing their goals

Coordinated delivery of services to juveniles through referrals to court and community sponsored programs, including out-of-home placements when needed

Conducted home investigations, provided on-going youth counseling, and implemented solutions for problem behavior

Worked closely with school personnel, counselors, mentors, DFACS, and others directly involved with juveniles

Administered drug screens and prepared referrals for substance abuse assessments and/or treatment

Developed and facilitated gender-specific program for at-risk young women

VOLUNTEER EXPERIENCE

Fashion & Compassion - Charlotte, NC – Artisan – June 2018 – September 2018

Urban Ministry Center - Charlotte, NC – Food Preparation Volunteer – October 2017 – February 2018

EDUCATION

Georgia State University—Atlanta, GA, Bachelor of Science in Criminal Justice, 1992-1995

Alabama State University—Montgomery, AL, Awarded Academic Scholarship 1991-1992

COMPUTER & OFFICE SKILLS: Microsoft Word and Excel—Intermediate Level; Type: 50 w.p.m.

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