Customer Service Project Manager
Resume:
TOYE C. BARFIELD
************@*****.***
Profile Summary
Skilled in recruiting, interviewing, training and professional development
Effective communicator with excellent verbal, written and organizational skills
Good presentation and customer service skills which include marketing & outreach
Detail oriented with the ability to multi-task and balance competing priorities
Consistently recognized for strong follow-up, analytical and problem solving capabilities
Successful in both team and self-directed settings while able to comply with tight deadlines
Demonstrated ability to excel in a professional environment from entry level to Management
Proficient in Microsoft Office and professional correspondence with the ability to quickly learn & implement new technology
Experienced in employee supervision, employee relations and conflict resolution in the workplace
Project Manager and willing to travel
Professional Experience
Certified Human Rights Mediator
Illinois Department of Human Rights Chicago, Illinois 2008 – 2024
Served as neutral third party for discrimination cases filed with IDHR, EEOC and HUD
Assisted parties to charges of employment, sexual harassment and fair housing with resolving disputes through mediation
Facilitated positive discussions between parties to identify common ground by clarifying each party’s position during open sessions and private caucuses
Assisted employers and employees in conflict resolution involving sensitive and complex work related issues by establishing trust and rapport while maintaining confidentiality with both parties
Negotiated settlements that achieved satisfying results and promoted respect between parties by means of alternative dispute resolution (ADR)
Co-wrote official Standard Operating Procedures (SOP) for IDHR ‘Mediation Program’ and developed training procedures for Mediators related to caseload management
Managed a caseload of 40+ cases monthly with a consistent settlement rate of over 90%
Human Rights Investigator
Illinois Department of Human Rights Chicago, Illinois 2003 - 2008
Investigated employment, public accommodation and sexual harassment charges of discrimination at the State of Illinois by seeking facts, information and statistical data from Complainants and Respondents
Educated parties to charges of discrimination about the ‘Illinois Human Rights Act’ and the Department’s investigation procedures while applying appropriate agency guidelines to the circumstances of respective cases and complying with Federal & State EEO laws
Conducted fact-finding conferences, interviewed witnesses and obtained documents from charge parties’ and their attorneys for analysis relative to the charge of discrimination
Submitted recommendations in the form of a detailed written report for review/approval by the Department’s Supervisory and Legal staff
Managed a monthly caseload of 35-40 cases while successfully assisting parties in negotiating settlement agreements at a rate of over 80%
T.C. Barfield
Page 1 of 2
Employment Security Program Specialist
Illinois Department of Employment Security Chicago, Illinois 2002 – 2003
Interviewed clients to determine unemployment benefits eligibility and assessed their skills for job placement and employer recruitment
Coordinated job training and vocational programs for job seekers and local businesses serving as a liaison to match clients’ skills with employers’ job openings.
Private Banking Administrative Supervisor
LaSalle Bank, N.A. Chicago, Illinois 1998 – 2002
Supervised, trained and evaluated the administrative staff of bank’s ‘Private Banking Division’
Recruited and interviewed prospective Administrative Assistants for Executive Staff and Loan Officers
Oversaw the documentation and funding of commercial, real estate and retail loans of up to
$10,000,000 for Private Banking clients
Compiled monthly and quarterly reports for financial investments made by Private Banking clientele
Private Banking Administrative Assistant
LaSalle Bank, N.A. Chicago, Illinois 1995 – 1998
Provided administrative support for two Senior Vice-Presidents within ‘Private Banking Division’
Processed loan payments and wire transfer request
Opened and closed depository accounts for Private Banking clients
Assisted bank customers with financial investments
Education & Training
Loyola University of Chicago Chicago, Illinois
Bachelor of Arts – Major: Public Communications
Minors: English and Philosophy
Mediator Certification – Center for Conflict Resolution (CCR)
Diversity, Equity, Inclusion and Accessibility (DEIA) Training
LGBTQIA+ Equity and Inclusion Training
Harassment and Discrimination Prevention Training
Security Awareness Information Technology (IT) Training
State of Illinois Ethics Training
Sexual Harassment Training
EEO and Workforce Diversity Training
Sexual Orientation and Gender Identity Training
Americans with Disabilities Act Training
Legal Guidelines for Effective Interviewing Training
Investigation and Settlement Negotiation Training
Additional Training & Experience
United States Air Force
Occupational Health Specialist
Travis AFB - Fairfield, California
T.C. Barfield
Page 2 of 2
Contact this candidate