Customer Service Representative

Tonshea Y. Tillery, MPA, CLC

**** ********* ***** ******, ** 27703 Phone: 919-***-****

E-mail: ***************@*****.***

CAREER

Highly committed human service and public safety professional, ordained minister and certified life coach. Well versed in serving the community, employers, stake holders, professional organizations and constituents in the field of Human Services. Efficient leadership skills and advanced training in leadership. Competent team player who always focuses on the goals of the organization.

CORE COMPETENCIES

Judgment/decision making, teamwork/interpersonal, quality orientation, motivation/work ethics, reliability, problem solving, adaptability, planning/organizing, communication, honesty/integrity, empathy, administration, and time management.

PROFESSIONAL EXPERIENCE

Outreach Agent (January 2023-June 2023)

RemX-Ciox Health

Remote customer service representative. Provided fast and secure medical chart retrieval and records on behalf of health plans and medical coding companies. Used skills in order to gain an agreement from Provider Sites regarding the best method to scheduling the request for chart retrieval. Able to quickly build rapport with the Contacts and Medical Records personnel gain faith, trust, and respect.

Office Administrator & E508 Processor (March 2022-January 2023)

Genesis DWI Services

Maintain record keeping as required by the Sate ofNorth Carolina Division of DWI Services. Assist in and maintain accounts receivable. Assist in financial operation of Genesis. Process payments and intake client demographic information. Enter E508 and SALCE information into DMV portalS. Conduct driving record checks.

Chief Probation and Parole Officer (October 2010 –June 2022)

North Carolina Department of Public Safety (119 Orange Street Durham, NC)

Direct line supervision of Probation/Parole Officers. Responsible for daily operation of and direct involvement in all aspects of the decision-making process regarding offender supervision, coordinating work flow, work schedules and staff training. Involved with disciplinary, dispute and grievance action processes when necessary and manages employee performance.

Judicial Unit Supervisor (December 2008-October 2010)

North Carolina Department of Corrections (201 E. Main St. Durham, NC)

Responsible for direct line supervision of Judicial Service Coordinators, data entry operator and office assistant. Supervised Probation and Parole Officers in judicial along with an Intensive Surveillance Officer. Responsible for the daily operations of judicial services. Involved with disciplinary process and manage employee tap performances, various reports, inspections and inventory.

Probation and Parole Officer II, Domestic Violence Specialist (October 2005-December 2008)

North Carolina Department of Corrections (119 Orange Street Durham, NC)

Responsible for assessing the needs of offenders through the development and reviewing of treatment plans. Responsible for intermediate level supervision, specializing in defendants convicted of Domestic Violence. Provide monitoring of conditions and sanctions imposed the courts. Monitor treatment sanctions by the court, monitor compliance with 50-B orders. Provide public safety and being aware of victims, victim rights, and safety. Serve on EHA response team. Serve on Community Policing team.

Probation and Parole Officer I, (May 1999-October 2005)

North Carolina Department of Corrections (119 Orange Street Durham, NC)

Responsible for assessing the needs of offenders through the development and reviewing of treatment plans. Provide monitoring of conditions and sanctions imposed the courts.

Intensive Surveillance Officer (September 1997-May 1999)

North Carolina Department of Corrections (119 Orange Street Durham, NC)

Responsible for checking curfew of offenders placed on intensive probation. Supervised an absconder caseload in attempts to locate and serve orders for arrest.

Correctional Officer (April 1995-September 1997)

North Carolina Department of Corrections (1058 Bragg Street Raleigh, NC)

Responsible for the control, custody, welfare and security inmates. Conducted searches, inspect and patrol areas and observe inmate activities. Maintain accountability of equipment and the inmate population.

EDUCATION

Master of Public Administration (September 2014)

Organizational and management skills that ensure efficiency and accountability within public

administrations both.

Skilled with techniques to develop and manage public budgets.

Quantitative and analytical skills to evaluate public policy and conduct program evaluations.

Developed leadership skills in the administration of public environments

Bachelor of Criminal Justice (December 1994)

Developed critical and analytical skills designed to promote the administration of justice and crime

prevention and control in diverse societies.

In depth understanding of the criminal justice system, agencies, personnel and historical foundation

Learned understanding of criminal behavior and its impact on society.

Insight and analysis of various disciplines that help detect, prevent and solve crimes

ACCREDATIONS AND LICENSURES

Criminal Justice Standards Certification (October 1997)

Certified in Mental Health First Aide ( September 2019)

Licensed Minister (March 2012)

Ordained Minister (July 2016)

Certified Life Coach (April 2020)

Certified E508 processor ( May 2022)

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