Employment Counselor Program Instructor

Rose deLorraine

732-***-**** **********@*****.***

Customer Service Representative

Customer-centric professional with a solid background in organizational support functions, working independently or a team member, either remotely or onsite. Career showcases professionalism, compassion, and empathy, with actions consistently yielding client satisfaction and retention as well as supervisory accolades and peer consensus and collaboration. Technology savvy; accurate and efficient data entry skills. Excellent verbal and written skills. English/Italian bilingual.

Core Competencies

Deadline Management Invoicing Inventory Management Accounts Payable Project Follow Up Customer Liaison

Budget Management Deadline Management Quality Management SOPs Issue De-Escalation Conflict Resolution

Customer Telephone & Email Responses Customer Feedback Logs Confidential Records Management

Business Correspondence Proofreading & Editing Database Management Service Scheduling

Experience & Accomplishments

Kaleidoscope Family Solutions, Inc., Bryn Mawr, PA 3/19-Present

Multi-state provider with 15 years of experience in providing services to individuals with disabilities.

Direct Support Professional

Advocate for the disabled community, rendering in-home and in-community services that promote the healthy development of children, adults, and families through one-on-one behavioral, educational, and daily-living support.

Maintain upbeat, friendly, empathic, and positive attitude; project positive and professional facility image; greet each and every client by name, always with a smile.

Assist clients in becoming independent, integrated, and productive community members.

Provide person-centered treatment in adherence with healthcare professional treatment and care mandates.

Render assistance in meeting client personal care needs, spiritual belief expression, and community interactions.

Provide care that encourages client independence and community inclusion.

Nurture client needs, self-expression, and goals.

Researched activities well suited for clients.

Identified client volunteer activities and job opportunities.

Organized client monthly schedules, remaining mindful to meet individual capabilities and competencies.

Holiday Care Center, Toms River, NJ 2/18-3/19

160-bed facility.

Activities Assistant

Created and implemented on-site and off-premises activity programs, ensuring resident safety and wellbeing.

Implemented high-level administrative support, performed new resident intake interviews, and created confidential resident files.

Remained attentive to resident psychosocial and medical needs, employing superior listening skills, demonstrating empathy and kindness.

Planned and organized resident trips, ensuring of logistics management focused on resident safety and wellbeing.

Collaborated with residents in completing projects of particular interest to residents.

Established rapport with resident family members; extended activity and program invitations to family members.

Provided mentoring to newly hired employees and volunteers.

Private Residence, Manahawkin, NJ Part-Time 6/15-2/18

Eldercare Assistant / Primary Caregiver

Provided companionship, transportation, and light medical services to senior citizen.

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Rose deLorraine 732-***-**** **********@*****.*** Continued

H&R Block, Bayville, NJ

Tax preparation service. 11/14-4/15

Client Service Professional (CSP)

Answered, screened, and monitored telephone calls, providing high-quality customer relationship within fast-paced office environment.

Greeted and addressed the needs of walk-in and by-appointment clients, matching clients with tax professionals.

Gained proficiency on proprietary software system.

Scheduled and confirmed appointments, checked in clients, documented client and tax professional alignment, and implemented efficient cash flow management.

Sung Star Academy Child Care Center, Toms River, NJ 9/12-10/14

Early learning center.

Paraprofessional

Maintained meticulous recordkeeping detailing each child's progress; shared progress reports with parents / guardians; established and sustained rapport with parents focusing on a service-centric mentality.

Underwent constant age-specific training, in compliance with state mandates.

Partnered with teachers, fellow paraprofessionals, and management hierarchy in ensuring facility passed state audits without incident. Functioned as a resource and mentor to co-workers.

The Arc, Tuckerton, NJ and Branchburg, NJ 4/12-8/12 & 9/06-6/09

Entity designed to promote and protect the human rights of people with intellectual and developmental disabilities.

Program Instructor, Arc of Ocean County, Tuckerton, NJ 4/12-8/12

Provided direct support and individualized vocational training to program participants, ages 18 and older.

Underwent training to drive the van; drove program participants to scheduled appointments.

Employment Counselor, Arc of Somerset County, Branchburg, NJ 9/06-6/09

Documented client payroll and project-specific daily progress.

Provided input into each client's Individualized Habilitation Program (IHP).

Central Regional School District, Bayville, NJ 9/93-3/96 & 11/10-3/12

Regional high school.

Paraprofessional, Central Regional Middle School 11/10-3/12

Partnered with classroom teacher in preparing and implementing lesson plans and grading papers.

Teachers' Aide, Special Needs Students, Central Regional High School 9/93-3/96

Partnered with classroom teachers in providing multi-modal classroom instruction and behavior management programs. Provided in-classroom support to high school students with special needs.

Previous Experience

Job Coach, Midland School, North Branch, NJ Newsletter Columnist, National Spinal Cord Injury Association, Jackson Heights, NY

Education & Certifications

Associate of Arts Degree Candidate, Ocean County College, Toms River, NJ

Mandt, CPR, and First Aid Certified

Technology Skills

Microsoft Word, PowerPoint Appointment Manager Point Click Care

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