JANICE

GURLEY

Lansdowne, PA 347-***-****, adrovh@r.postjobfree.com

PROFESSIONAL SUMMARY

A compassionate and passionate individual with 15+ years of experience in working in social services. Ability to work individually or collaboratively with a team. Experienced in working with family and child therapy, drug addition, domestic violence and mental health as well as provide services to people with disabilities, teens, children, and sexual abuse and trauma patients. Capable of providing successful results, even in challenging environments.

SKILLS

• Public Speaking • Strong communication • Intake Procedures

• Information Security • Progress Reporting • Problem Resolution

• Documentation • Task Delegation • Client needs assessment EXPERIENCE

Customer Service Representative

InspiriTec Philadelphia, PA

June 2020 - September 2021

• Utilized knowledge learned and available systems, applied independent judgement, and made independent decisions concerning established processes to timely respond to customer inquiries

• Used the company's online portal to assess customers as well used the call tracker to record customer's inquiries and CSR responses in the system

• Handled 25+ calls per day with call being different in level of complexity while using superior interpersonal skills and telephone etiquette

• Troubleshot, diagnosed, and resolved application issues by researching problems by using available information resources such as closed tickets, FAQ's, alerts, or defect logs

• Maintained proficiency in Microsoft Office Suite and various Windows operating systems Marketing Representative

Just Baked Cakes & Pies Harrisburg, PA

January 2012 - May 2020

• Connected with customers through in-store service events and social media-based initiatives

• Stayed on top of market and industry trends by following literature and online chatter

• Identified advertising needs with skilled analysis of current strategies and market gaps

• Ensured that the message of the company and its products were communicated to the target market

• Assisted customers in choosing cakes, pastries, cookies, bread, and pies according to their specific needs Mental Health Evaluator/Substance Abuse Counselor

Addiction Resource Treatment Center New York, NY August 2006 - April 2009

• Provided comprehensive case management services including creating treatment plans and connecting clients and families to appropriate resources

• Facilitated group and individual therapy in an outpatient setting

• Developed individual treatment goals based on client history and diagnosis

• Directed family-centered, strengths-based, culturally competent, and individualized intakes and assessments while displaying sensitivity to cultural and linguistic needs of clients and/or families

• Completed required documentation for continued therapy coverage by insurance companies to meet deadlines

Education Specialist Supervisor

Urban Resource Institute New York, NY

October 2004 - August 2006

• Met with parents and guardians to assist in understanding and supporting educational objectives, learning expectations, and behavior standards

• Reviewed teacher performance and suggested improvements as well as developed solutions to improve employee performance

• Scheduled conferences with parents to discuss student's progress and classroom behavior

• Created enjoyable and interesting environments for pre-K and first grade students

• Facilitated meaningful relationships among students through student field trips, teamwork, and community service projects

• Promoted mental, physical, and social development by implementing classroom and outdoor activities EDUCATION

Bachelor Degree in Psychology

The College of New Rochelle, New Rochelle, NY

Master Degree of Science in Social Work

Fordham University, New York, NY

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