Customer Service Data Analyst

Talented professional considered knowledgeable

leader and dedicated problem solver. Brings 10

years of valuable expertise to forward company

objectives. Attentive to detail with experience in coordinating projects, programs and

improvements. Encouraging manager and

analytical problem-solver with talents for team

building, leading and motivating, as well as

excellent customer relations aptitude and

relationship-building skills. Proficient in using

independent decision-making skills and sound

judgment to positively impact company success.

Dedicated to applying training, monitoring and

morale-building abilities to enhance employee

engagement and boost performance.

Experienced Counselor versed in local markets, job search strategies and available educational

opportunities.

PROFESSIONAL SUMMARY

MMC - Career Counselor

San Antonio, TX • 07/2022 - Current

WORK HISTORY

Developed career and education plans based

on individual needs.

•

Counseled clients one-on-one regarding current

situation, desires, aptitudes, education and

employment history.

•

Assisted clients in building successful job search strategies.

•

• Maintained case files and documented actions.

• Led workshops for job seekers to provide

SKILLS

• Stakeholder Collaboration

• Annual Case Reviews

• Verbal and Written Communication

• Case Management Tracking

• Performance Tracking

• Community Outreach

• Customer Service

• Performance Tracking and Evaluations

• Administration and Reporting

Performance Monitoring and

Evaluation

•

• Staff Training

• Verbal and written communication

• Compliance expertise

University of Texas

San Antonio, Texas

Psychology, Criminal Justice/Sociology

San Antonio College

San Antonio, TX

Psychiatric /Mental Health Technician

Certified Offender Employment Specialist

Training Certified Workforce

Development Professional Served on The

American Red Cross Service Counsel for

the State of California

EDUCATION

GERALDINE PENN E: *********@*****.***

P: 210-***-****

A: San Antonio, Texas 78249

LinkedIn: https://www.linkedin.com/in/g

eripenn

American GI Forum, National Veterans Outreach

NVOP - Case Manager

10/2017 - 06/2018

C2 Global Professional Services - Career Center

Manager

09/2016 - 06/2017

Texas Workforce Commission - Program Supervisor

09/2015 - 09/2016

information on job searching, application

completion and resume building.

Equipped students with job search skills to

increase success chances.

•

Maintained knowledge of market and diverse

career opportunities.

•

Supportive Services to Veteran Families, Performs

as the lead person for case management of

veterans & their families for the Support Service

for Veterans & Families program cases

•

Responsible for providing a case management

plan that will include the provision of housing

placement services, temporary financial

assistance, emergency housing when necessary,

and other support services from both internal

and external resources to help stabilize the

position of “at-risk” families

•

Oversees the day-to-day operations and

activities in the career center, including the

efficient delivery of all workforce and related

services to customers

•

Manages the career center and the workforce

system according to established policies and

procedures

•

Accountable for meeting and exceeding

contracted performance measures and works

with allotted budget to serve customers and

meet expenditure benchmarks

•

Supervise operations to ensure effective delivery

of program services

•

• Promote delivery of excellent

• Customer Service utilizing communication skills

• Focusing in the Career Center front area and

Champion National Security - Personnel Manager

San Antonio, Texas • 02/2015 - 08/2015

Dynamic Workforce Solutions - Data Analyst

San Antonio, Texas • 07/2014 - 09/2014

resource room and classrooms

Develop and maintain effective coordination

with other units and departments within the

organization

•

Provide recommendations for personnel actions

including hiring performance and equations

•

Coordinates monitors and evaluate Program

information, service delivery methods, outputs

and activities to identify gaps in services to

recommend improvements to ensure goals are

achieved.

•

Act as a link between management and

employees by handling questions, interpreting

and administering work related problems for over

120 security officers

•

Advise managers on organizational policy

matters such as equal employment opportunity

and sexual harassment

•

Perform staffing duties, including dealing with

under staffing, corrective actions and conduct

orientations

•

Conducts background checks and licensing for

security officers

•

Advise managers on organizational policy

matters such as equal employment opportunity

and sexual harassment, and recommend

needed changes

•

Perform difficult staffing duties, including dealing with under staffing, refereeing disputes, firing

employees, and administering disciplinary

procedures

•

Plan and conduct new employee orientation to

foster positive attitude toward organizational

objectives

•

Identify staff vacancies and recruit, interview

and select applicants.

•

Analyzed performance data with use of Case

Management information systems, excel

•

United Health Care Services - Mental Health Worker San Antonio, Texas • 03/2013 - 04/2014

Texas Center Point Veteran Services - Program

Manager

Austin, Texas • 07/2010 - 01/2013

spreadsheets,

• TWIST and WEB reports

Also created reports to identify training needs

and performance to aid in strategic planning for

the project

•

When needed created power points and

conducting training on documentation, data

entry and program policy and rules

•

• Reviewed cases for accuracy before closure.

Cared for active duty military with PTSD,

Chemical dependency and Sexual Trauma,

Monitor patients' physical and emotional

well-being and report to medical staff

•

May participate in rehabilitation and treatment

programs, help with personal hygiene

•

Collaborate with or assist doctors, psychologists, or rehabilitation therapists in working with

patients to treat, rehabilitate, and return patients to the community

•

Created Standard Operating Procedures to

ensure quality customer service and program

compliance

•

Hired, supervise and train case management

and direct services staff

•

Ensured Intensive employment and counseling

was provided to program participants and to

critical populations inclusive of Veterans and

veteran family members

•

Implemented strategic plans to meet

stakeholders' expectations and to ensure

program objectives were met

•

Made certain a high standard of customer

service was provided to external and internal

customers through continuous improvement

model

•

Res Care/ Arbor Education and Training, Youth

Services - Project Director/Regional Manager

Austin, Texas • 11/2008 - 01/2010

Reviewed and analyze performance data to

measure success and identify areas that needed

improvement

•

Ensured performance standards and contractual

obligations were met by providing oversight

guidance and technical assistance to staff

•

Ensured compliance with federal, state and local

laws and policies

•

Made sure performances were in alignment with

contracted deliverables

•

Worked with Local Community Service Agencies

and Employers in an eight

•

County area to facilitate services and

employment for veterans and their family

members

•

Worked diligently to brand Texas Center Point

Veteran Services as a new nonprofit start-up in

Austin Texas

•

Responsible for Providing Youth Services for City

and County

•

Evaluated the work of staff to ensure programs

were of appropriate quality and that resources

were used effectively

•

Ensured direct service and support was provided

to Clients

•

Establish and maintain relationships with other

agencies and established memorandum of

understanding with organizations in community

to meet program participants needs, to ensure

that services were not duplicated and leveraged

resources to provide a wide range of services to

in school, out of school youth, homeless youth,

incarcerated youth, disabled youth, pregnant

/parenting teens, youth aging out of foster care

and low-income youth

•

Established and provided oversight to

administrative procedures, budget and

performance to meet objectives set by stake

holders

•

• Directed activities of professional and technical ACS, State and Local Solutions - Program Manager/

Quality Assurance Manager

Dallas, Texas • 09/2002 - 12/2005

staff members

Plan and established and administered budgets

for programs, equipment and support services

•

Participated in the determination of

organizational policies regarding such issues as

participant eligibility, program requirements, and program benefits

•

Prepared and maintain records and reports, such

as budgets, personnel records, or training

manuals

•

Researched and analyzed member or

community needs to determine program

directions

•

Tracked performance through use of web based

data programs and spreadsheets.

•

Managed, Supervised the Choices, SNAP and

Project Rio Workforce Programs

•

Directs organization charged with administering

and monitoring regulated activities to interpret

and clarify laws and ensure compliance with

State and Federal Laws in Workforce

Development Environment

•

Administers interprets and explains policies, rules, regulations and laws to staff to

•

Utilized stated programs and data bases to

monitor performance, analyze data for trends

and used information to project performance

and to enhance program for upcoming fiscal

years

•

Ensure administrative and operational objectives

are met

•

Implements corrective action to solve problems

and performance issues

•

Reviews and analyze legislation, laws and public

policy and recommends changes to promote

success and ensure performance measures are

met

•

Monitored programs on ongoing bases to ensure

compliance and performance

•

• Make recommendations as needed to Project

SER, Progress - Career Development Specialist

San Antonio, Texas • 02/2000 - 10/2002

Southwest Mental Health - Mental Health Worker

San Antonio, Texas • 03/1998 - 02/2000

Manager for procedural and policy changes

when necessary

Stayed up to date on state and federal

legislation as related to workforce program and

services.

•

Case management in a Workforce Center

Setting

•

Assisting Two parent and single parent families on public assistance to find employment

•

Assisted clients with resume development and

coached clients on interviewing skills

•

Conducted home visits to reintegrated clients

into the program

•

Also provided financial assistance and or referrals when required to remove barriers to

employment.

•

Supervised Mental Health Workers in an Inpatient

treatment facility environment

•

Maintained patient and employee safety on the

unit

•

Document observations and attended medical

rounds with Medical Team

•

Assisted Medical team with patient treatment by

use of the behavior modification model

•

Assisted in transporting and scheduling patients

for appointments

•

• Assisted with admissions and discharges.

Contact this candidate