Customer Service Training

Patricia L. Allen

**** ********* *****, ****** ******, Michigan 49022

Cell: 269-***-****

*********@*****.***

SUMMARY OF PROFESSIONAL QUALIFICATIONS

• Expertise in Domestic Violence and Crisis Management training.

• Intake Specialist and Crisis Desk Supervisor.

• Staff training and development.

• Strong written and oral communication skills.

• Organizational and strategic planning.

• Domestic Violence and Sexual Assault training.

CIVIC AND PROFESSIONAL AFFILIATIONS

• Berrien County Community Restorative Board Member and Facilitator assisting juvenile offenders to make amends to victims and the community.

• Board Member for Berrien Families Plus, 501 © (3) non-profit organization affiliated with Berrien County Juvenile Court

PROFESSIONAL EXPERIENCE

Intake Specialist/Volunteer Coordinator

Child & Family Services, Benton Harbor, Michigan 49022, 10/2007 – 02/2010

• Responsible for daily operation and management of the crisis office.

• Responsible for Crisis line and Crisis Desk coverage.

• Provide basic crisis desk training for all new employees and volunteers.

• Assist with mentoring programs for clients and children

• Responsible for volunteer recruitment.

• Maintain accurate volunteer records and tracking of volunteer hours.

• Supervises and coordinates the overall clerical and support activities of the

shelter.

• Evaluates employee performance, participates in hiring processes, and

recommends termination or disciplinary action.

Grant Program Specialist

Benton Harbor Police Department, Benton Harbor, Michigan 49022, 8/2005 -7/2007

• Primary responsibilities include preparation of proposals and grant applications.

• Professional and administrative work in researching, identifying, developing and responding to public grant opportunities in the areas of programs that impact low income and disadvantaged residents.

• Promote education, recreation, and basic needs of community.

• Generated proposals and documents in response to solicitations.

• Prepared grant applications for submittal and prepared quarterly or annual reports as required by granting agencies.

• Coordinated and lead the activities of a grant/loan program that supports projects for School Resource Officers and Police Department, and other grant eligibility programs for the City of Benton Harbor.

Vital Records Clerk

Benton Harbor Police Department, Benton Harbor, Michigan 49022, 09/2001 - 08/2005

• Maintained confidential files.

• Ran background checks for liquor licenses.

• Processed live scan fingerprinting for general public.

• Processed paperwork for sex offenders.

• Processed parking tickets.

• Received and distributed incoming mail.

• Processed court work for Berrien County Prosecutors office.

• Organized and maintain office files and records.

Customer Service Representative

Whirlpool Corporation, Benton Harbor, Michigan 49022, 05/1999 – 07/2004

• Handled in-bound calls from field representatives with concerns.

• Made out-bound calls to agents to determine current needs.

• Communicated with all departments and department heads regarding

any reported customer service issues.

• Follow-thru with each open issue to assist with satisfactory solution.

Retail Clerk

Whirlpool Financial, Benton Harbor, Michigan 49022, 01/1992 – 11/1998

• Processed payments up to $1M per day from Dealers and Distributors.

• Typed refund checks.

• Filed customer files containing pertinent information.

• Collected payments from dealers.

• Responsible for troubleshooting customer issues over the phone.

• Operated multiple data entry systems and other relevant applications.

EDUCATION

Benton Harbor High School, Benton Harbor, Michigan, 1977 – 1981

TRAINING & CERTIFICATIONS

• Certificate of completion, New Service Provider Training, Michigan Coalition Against

Domestic and Sexual Violence

• Certificate of Recognition, Food & Nutrition Program, Michigan State Extension

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