Service Representative Customer
Resume:
Tracy Wilkinson
********@*****.*** 904-***-****
**** *. **** **, ************, Florida
PROFESSIONAL SUMMARY
Friendly and energetic along with bringing safety-oriented nature and strong record of success in the work environment. Dedicated to supporting residents with day-to-day and special needs. Excellent leadership and problem-solving abilities focused on maintaining structured setting.
SKILLS
• Safety management
• Patient education
• Trauma-informed counseling
• HIPAA protocols
• Progress monitoring
• EMR software updates
EXPERIENCE
Center Shift Lead
Jacksonville JobCorps October 2021-Present
Follows all integrity guidelines and procedures and ensures no manipulation of student data.
Interviews and recommends for hire, disciplines and evaluates performance of the direct report staff.
Functions as the on-site Shift Leader for the Residential Program.
Assists to meet or exceed Center OMS goals to include WTR and OBS goals.
Oversees the effective management of all Center program areas during the assigned shift.
Oversees the activities of Residential Counselors staff. Ensures that various Center functional areas are adequately staffed and that they carry out their responsibilities as scheduled.
Responsible for the overall appearance, condition and organization of Residential facilities during the assigned shifts.
Ensures all Residential Counselors are adequately prepared and are supported during their assigned shift.
Ensures the integrity of student pass, leave and weekend policies.
Ensures the accuracy, completeness and timeliness of all shift logs, student accountability and incident reports.
Participates in the Center disciplinary and incentive programs as necessary.
Maintains student accountability and behavior management.
Assists as the Center liaison with local law enforcement and/or fire officials during his/her assigned shift
Residential Counselor
Jacksonville JobCorps December 2020 - 2021
Ensures orderly, clean living conditions by scheduling and supervising clean up and submitting repair requests.
Identifies and assists students in handling special problems and conducts dormitory meetings.
Maintains communication with students' counselors, instructors, and with other staff members.
Attends staff in-service training sessions and other training or meetings as directed.
Establishes a close working relationship with students, dealing justly and impartially regardless of their ability, achievement or background, and works to motivate them toward goals.
Initiates and directs dormitory programs, utilizing Center services and activities to benefit students.
Ensures case notes and other entries in CIS are accurate and up-to-date.
Conducts periodic checks and maintains order and discipline in his/her assigned dorm.
Follows the CDSS plan and Code of Conduct system daily.
Complies with all DOL guidelines, OFCCP regulations, Job Corps notices and bulletins and Center policies and procedures.
Office Director
James Graham Mortuary, Inc April 2013 - October 2020
Protected organizational information with effective safety and security procedures for digital and physical files.
Completed advanced clerical tasks, including account reconciliation and document management.
Improved employee performance by coordinating workflow and implementing performance incentives.
Senior Customer Service Representative
City of Jacksonville – Jacksonville, Florida September 2002 - August 2012
Created and maintained appointment schedules for service providers with balanced approach.
Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems.
Communicated best practices to team members, continuously helping to optimize standard operating procedures for responses to different concerns.
EDUCATION
Certified Life Coach
New Skills Academy April 2020
Organizational Management
Edward Waters College Jacksonville, Florida
Paxon Senior High School Jacksonville, Florida June 1988
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