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ASSISTANT TEACHER Summary Childcare professional skilled at remaining calm under pressure while keeping the daycare setting light and playful. Works hard to identify and address behavioral and educational issues. Highlights Positive and cheerful Active listener Head Start program knowledge Certified in Early Childhood Education Infant, toddler and preschool curricula Reliable Approachable Playful Highly organized Experience Assistant Teacher 05/2014 to 11/2014 Company Name City , State Read stories to the children and taught them painting, drawing and crafts. Disciplined children and recommended other measures to correct behavior. Carefully monitored children's play activities. Maintained daily records of activities, behaviors, meals and naps. Communicated with children's parents and guardians about daily activities, behaviors and problems. Managed general housekeeping duties, including feeding, diapering, resting, and cleanup. Student Teacher 02/2013 to 02/2014 Company Name City , State Plan/ implement developmentally appropriate curriculum for 4-5 year olds children in a VPK classroom. Assess children's progress towards VPK standards through daily observation. Design and maintain a nurturing learning environment for young children. Supportive VPK Student Teacher 01/2013 to 01/2014 Company Name City , State Assist teacher in setting up learning centers, carry out activities with children. Serve meals to children, family style. Supervise children during playground area. Summary of qualifications. Education Early Childhood Education Department of children and Families Certification: 45 Hours including VPK Literacy Department of Education Certification: Early Childhood Professional Certificate, recognized by State of Florida as equivalent to National Child Development Associate Credential American Red Cross Frist Aid and CPR for infant, Child, and Adult Volunteer Experience 2014 Fort Myers Institute of Technology City , State Early Childhood Professional Certification : Special Olympics Present Special Olympics Skills CPR Serve Meals Preschool Teacher Computer Skills Publishing Software Skills

TEACHER

LEAD TEACHER Summary To secure a position where I can utilize my skills, work ethic, achievement where we it can be an asset to your company. Highlights Knowledge of Windows Microsoft Word, PowerPoint & Excel and Internet Explorer hair stylist and makeup stylist. Experience Lead Teacher 12/2015 to 06/2016 Company Name City , State Promoted good behaviors by using the positive reinforcement method. Maintained daily records of children's individual activities, behaviors, meals and naps. Assigned to work with academic education director to provide and maintain a positive and appropriate educational program that meets the social, emotional, physical, and intellectual needs of the children within my care. Established a safe play environment for the children. Accomplishments During my time at this job i have learned to understand children at different age group, and how they function as their brain developed and interact with their peers. Passenger Service 06/2015 to 12/2015 Company Name City , State Greet passengers and check documents Input passengers information into the computer Checked baggage and collected baggage charges. Printed itineraries and tickets for an average of 30 passengers per flight. check in passengers for flight resevations Escort first and business class passengers to lounge Check and scan boarding pass before passengers board the plane Teachers Aide 01/2015 to 03/2015 Company Name City , State Assigned to work one and one with child that has autism. Assistant to the one and one with his/her academic needs as well as toiletries. Do daily activities that are random for him/her to get acquainted withe the lesson/task Direct Support Professional 09/2014 to 04/2015 Company Name City , State check communication log for appointments and daily goals for service recipients. Read Record and share observation with other members of the team. Respect the rights of the service recipients and teach them to speak up for themselves. Selected and compiled relevant information and resources for clients to support them in overcoming mental and emotional problems. Supported residential clients in completing tasks such as toileting, brushing teeth and general hygiene. Acted as a role model for clients by exhibiting positive behaviors. Education Associates of Science : Teachers Education December 2010 Medgar Evers College City , State Teachers Education High School Diploma : Liberal Arts 2005 Thomas Jefferson High School City , State , USA Willing to relocate: Anywhere Skills academic, autism, book, clients, customer service, database, Internet Explorer, director, Excel, PowerPoint, Windows, Microsoft Word, purchasing, quick, Read, sabre, Sales, Staffing, Inspect vehicles Additional Information Willing to relocate: Anywhere Authorized to work in the US for any employer

TEACHER

GUEST TEACHER Professional Overview A detail - oriented, high energy Social Science Teacher with the ability to motivate students to work at optimum levels while maintaining a comfortable, creative environment, and keeping a clear perspective of goals to be accomplished. Experience in helping students broaden perspectives through aligning subject matter to present day experience and events. Core Qualifications Creative lesson planning Excellent relationship building skills Experiential learning Interpersonal, oral, and written communication skills Differentiated learning Positive and encouraging Able to work independently and as a member of a team Curriculum lesson plan development Accomplishments Secondary 7-12 Social Studies. Issued: 11/17/15. Education MBA , Business 2006 University of Nevada － City , State Business Bachelor of Science , Education Social Science Emporia State University － City , State Education Social Science Experience Guest Teacher Jan 2015 to Current Company Name － City , State Managed classroom responsibilities and maintained continuity of the learning process. Incorporated cooperative education and role playing activities to establish a relationship between course material. and student's life experiences. Encouraged critical thinking skills through the use of challenging debate. National Account Manager Jan 2005 to Jan 2014 Company Name － City , State Promoted to develop deeper HQ & regional relationships and grow gaming and lodging business channel. Managed the relationships between Starbucks Coffee and MGM International, Caesars Entertainment, Station  Casinos, Intercontinental Hotels, Hilton Hotels. Credited with Starbucks Coffee store growth along Las Vegas strip from zero base to present day $105mm annual revenue. Built strategic alliances with internal and external teams that resulted in sustained revenue growth over 14 Yrs. Regional Sales Manager Feb 2000 to Jan 2005 Company Name － City , State Led internal cross-functional and external teams to ensure franchise store growth and timely store openings and execution of foodservice agreements for regional business in California, Nevada and Arizona. Established lodging and gaming as a viable business segment for Starbucks Coffee Company. Accomplishments Leveraged corporate executive relationships to launch customized, franchise stores for high profile casinos and lodging business partners. Expand customer and product base beyond franchised locations to eventually secure corporate distribution mandates resulting in excess $105 million in ongoing annual revenues for gaming and lodging segment. Increase number of license stores along the Las Vegas strip from 1 to 51 high volume locations. Presented comprehensive instructional seminars at regional and national meetings. Topics included site selection, product placement from a branding perspective, building a business case to show ROI, contract compliance, and identifying new distribution opportunities. Led internal cross-functional and external teams to ensure franchise store growth and timely store openings. Established lodging and gaming as a viable business segment for Starbucks Coffee Company. Publications Oral History www.lawrence.lib.ks.us/oralhistory/nether.html   Presentations Corporate Culture https://www.youtube.com/watch?v=TAtH6y7ebDo Memberships/Scholarly Societies Fraternity www.lasvegasnupes.com/curtisnether.html   Skills branding, business case, Interpersonal, oral, critical thinking, functional, lesson planning, meetings, Microsoft Office, Outlook, relationship building, seminars, written communication skills

TEACHER

SUBSTITUTE TEACHER Summary HEALTH ADMINISTRATION HOSPITAL OPERATIONS PUBLIC SERVICE major. An intelligent, enthusiastic young professional with a progressive career in healthcare administration and looking for outstanding opportunities. Experience working in various industries and capable of applying distinct skills and strategies to achieve professional goals. Motivated and organized. Attention to Detail Administrative Support Understanding of healthcare policy Patient Scheduling and Billing Knowledgeable of HIPPA Laws Records Keeping Highlights  Highly proficient in all Microsoft Programs (Word, Excel, PowerPoint, Outlook), with great attention to detail Effective verbal, listening and written communication skills, and problem solving skills Motivated, passionate and organized, able to manage and complete multiple tasks and duties  Well practiced in administrative support and experience working in customer service for over 4 year  Team oriented developed by my career as an athlete and collegiate athlete Experience Substitute teacher , 10/2015 to Current Company Name － City , State After moving to Fort Lauderdale, FL I decided to continue my experience in education in Broward County.  Substitute Teacher , 08/2014 to 09/2015 Company Name － City , State School district responsible for the administration of 51 public schools in Escambia County, Florida. Grades K - 12 Full-time substitute teacher for children ages 5 to 18. Responsible for promoting an encouraging classroom environment. Recognized for bringing my own dedication and passion to the role, which helped enhance the learning experience for the students. Practiced superior communication skills and received consistent, positive feedback. Key Achievements: Repeatedly asked to return to Blue Angels Elementary in Pensacola, the Principle appreciated that I was reliable, dependable and trustworthy. Veterinary Technician and Receptionist , 03/2014 to 08/2014 Company Name － City , State Extensive Veterinary Hospital with 10 Veterinarians providing treatment and care to animals within Escambia, Santa Rosa and Baldwin counties. Gathered excellent insight into exceptional customer service practices. Assisted doctors with diagnosis, and communicated clearly with pet owners in order to determine the best approach to the animal's health care needs. Helped with the reception/front desk responsibilities including: scheduling appointments, billing, checkin and answering phone calls. Key Achievements: Working under this well-structured environment and dealing with crucial situations has helped prepare me to handle stressful and high-pressure work environments with calmness and confidence. Better developed skills, such as organization, attention to detail and multi-tasking. Sales Associate , 01/2012 to 01/2013 Company Name － City , State Clothing retail chain store in the United States with over 560 stores across the country. Managed merchandise inventory. Bridged the gap between the designer and the consumer with first- rate knowledge of timely fashions. Built conscientious and successful merchandising techniques. Key Achievements: Received awards for outstanding customer service and for benevolent attitude towards fellow associates. Lead store in sales as well as customer feedback. Education Bachelor of Applied Science : Healthcare Administration , Present Pensacola State College － City , State Healthcare Administration After receiving my Associates of Arts I wanted to pursue a career in health administration with an emphasis on operation of hospitals. I have reached a pivotal point inmy education, where I can now fully take all of my classes online. This will allow me more time to gain professional experience in the healthcare industry. A position at a healthcare facility will help me achieve my goal of being a positive influence on the healthcare community. Associates of Arts : General Education , 2014 Gulf Coast State College － City , State General Education Personal Information Buddy' assisting special needs kids with playing athletic sports. * Professional references available upon request. Skills administrative support, scheduling appointments, approach, Arts I, attention to detail, billing, communication skills, customer service, dependable, diagnosis, inventory, listening, merchandising, all Microsoft, Excel, Outlook, PowerPoint, Word, multi-tasking, providing treatment, problem solving skills, receiving, reception, retail, sales, structured, teacher, phone, written communication skills Additional Information AFFILIATIONS · Volunteer for Miracle League, Pensacola, FL 'Buddy' assisting special needs kids with playing athletic sports. * Professional references available upon request.

TEACHER

PRESCHOOL TEACHER Summary Enthusiastic Preschool Teacher talented at teaching visual art, music and theater. Engages children with diverse and enjoyable activities involving theatrical play, musical instruments and hands-on learning.  Experience August 2015 to Current Company Name City , State Preschool Teacher Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play. Attend to children's basic needs by feeding them, dressing them, and changing their diapers. Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills. Establish and enforce rules for behavior, and procedures for maintaining order. Read books to entire classes or to small groups. Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and field trips. September 2014 to August 2015 Company Name City , State Opening Coordinator Make daily decisions to ensure product quality, store cleanliness, and other Company standards are met. Understand cost control procedures, financial accounting, inventory levels, and labor management. Monitor shift profitability. Know, understand, and execute proper cash handling and safe procedures. Set up shift board and personnel positioning. Responsible for receiving deliveries and following all security procedures. Ensure birthday parties are set up and that appropriate personnel are scheduled and assigned to assist the party; evaluate birthday surveys & results. Supervise Cast Members. February 2014 to November 2014 Company Name City , State Site Aide Responsible for assisting the Site Supervisor and/or Assistant Site Supervisor in. planning, preparing, implementing, and supervising activities for the children. Education 2013 Middletown High School City , State High School Diploma Brookdale Community College City , State Associate of Arts : Early Childhood Education Early Childhood Education Skills cash handling, cost control, critical thinking, financial accounting, inventory levels, lesson planning, personnel, positioning, quality, receiving, supervising, surveys, teaching, tutoring

TEACHER

PRESCHOOL TEACHER Summary Short term, to utilize skills as in the costumer service industry to prepare for my career in the future. Long term, to become an RN in pediatrics and prenatal care.  C ostumer service rep  committed to addressing customer concerns with speed, accuracy and professionalism. I  am currently a Preschool teacher at  parkway children school | may 2015 to current Teaching between ages 0-4 15 months experience student practioner-clinical externship | college america phoenix | may 2013 160 hours clinical Provided a helping hand at a clinic facility Accomplishments Managed call flow with up to  3 calls in 5 minutes. ​ Worked with special needs children, including those with learning disabilities, mental challenges and physical impairments. ​ Solved severe child behavioral issues in positive and constructive ways. Experience May 2015 to Current Company Name City , State preschool teacher Offered detailed daily reports that outlined each child's activities. Maintained daily records of activities, behaviors, meals and naps. Carefully monitored children's play activities. Created and implemented a developmentally appropriate curriculum. January 2015 to May 2015 Company Name City , State warehouse Unloaded, picked, staged and loaded products for shipping. Worked at a rapid pace to meet tight deadlines. November 2014 to January 2015 Company Name City , State Customer Service Inbond calls Addressed customer service inquiries in a timely and accurate fashion. ​ Education 2013 College America City , State , united states associate medical : Medical specalties GPA: GPA: 48 Certifications First Aid & CPR Finger print clearance card Skills Microsoft, excel experienced, wpm 38

TEACHER

ENGLISH TEACHER Summary I am an imaginative teacher committed to staying current with the latest teaching theories and trends, as well as with behavioral studies. My strong subject areas include 7-12 English (ELA) (ESL) and psychology. Highlights Valid and Current Teaching Certification in Connecticut Kind and empathetic towards students Background Urban public schools Grades 7-12 Ph.D. in Psychology Member Psi Chi International Honor Society Member NCTE Member APA Graduate Certificate in Women's Studies National Institute of Health/ For Human Participants Approved Ongoing PD in current methods and developments in pedagogy Excellent with developing positive rapport with students Developed common core skills with classroom work for each marking period/and for each grade and assignment Made oral presentations/projects mandatory for each student 5x per year- great practice for kids to work with others and impress others-aligned with Common Core strands Developed pre/post CFAs for each unit to coordinate with standardized testing Dissertation topic-prejudices - origins and resolutions Accomplishments Led 8th grade writing increases on standardized testing 18% from previous year (through innovative instruction methods) and higher than 2 other classes at same level ESL students achieved with MS Office / Technology pre-lesson scores 0-45 and post-lesson scores 85-100; including Word- writing poetry and/or lyrics; Publisher- writing short bio/life story with choosing formats and setting up personally - Co-taught class with TESOL teacher class of 35 students Coordinated after-school writing club for poetry, lyrics, and stories in a magazine/blog format Established drama club for 7th and 8th graders - produced plays 2 performances annually Opened before and after school chess fun tables for learning/practicing Experience English Teacher Oct 2014 to Jun 2015 Company Name - City , State Helped students develop and improve study methods and habits; Worked cooperatively with special education and ESL teachers to modify curricula for special education and ESL students according to Individual Education Plans (IEPs); Continued to develop knowledge of my content area ELA through continued education courses; Established and enforced rules for behavior among students; Alerted administrators to any concerns about student performance and progress; Set and enforced clear deadlines for student work and integrated technology into the curriculum to develop students' word processing and research skills; Incorporated engaging texts to enhance literacy skills and foster a fun and engaging learning environment; Assessed student progress weekly, monthly and quarterly; Kept accurate records of student performance, maintaining the confidentiality of student records and information at all times; Participated in regular training courses to keep up-to-date with new teaching methods and developments in the field; Implemented remedial programs for students requiring extra help; Encouraged discussion of class material to promote critical thinking; Established positive relationships with students, parents, colleagues and administrators. Professor of English Jan 2002 to May 2014 Company Name - City , State Taught computerized reading and writing.. as well as general reading and writing in lecture/listen/discuss style. Presented all class material and policies accurately and clearly for 2 classes each semester; Used a variety of teaching methods such as lectures, discussions and demonstrations and technology; Encouraged discussion of class material to promote critical thinking among students; Participated in regular training courses to keep up-to-date with new teaching methods and developments in the field; Kept accurate records of student performance, maintaining the confidentiality of student records and information at all times;. English Teacher Aug 2001 to Dec 2011 Company Name - City , State Used a variety of teaching methods such as lectures, discussions and demonstrations-created oral feedback and critiques for writing assignments with each student having a chance to speak; Participated in data training and data teams/created forms for team and stats; Revised curricula to align with Common Core skills; Enforced both classroom and administration policies and rules at all times in my classroom and halls; Instituted SAT vocabulary technique in classwork;. English Teacher Aug 1998 to Jun 2001 Company Name - City , State Presented all class material and policies accurately and clearly for 5 classes each marking period; Implemented new strategies for classroom management; Used a variety of teaching methods such as lectures, discussions and demonstrations/technology; Met with parent/guardians to discuss students' progress at least once per MP; Enforced both classroom and administration policies and rules at all times; Created after school writing program; Revised curricula for ELA content area;. Education Ph.D , Counseling Psychology 2012 Walden University - City , State , USA Counseling Psychology Transcripts are attached to this packet Master of Science , English 1999 Southern CT State University - City , State , USA Earned Certificate in Women's Studies Bachelor of Science , Education/English 1993 Southern CT State University - City , State , USA

TEACHER

GUEST TEACHER Floral Designerwrite your own title I am a certified professional floral designer mentored by an AIFD founding member. I have participated and been a finalist in several National Competitions. I have owned my own business in Las Vegas starting at The Tropicana Hotel and built my businesses to the Las Vegas Hilton and Caesar's Palace. I have innovated different buying practices by utilizing national and international auctions when supply was low and demand was high. Highlights Skills Used Acquired fresh flowers from growers in both National and International regions Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to compete on both a National and International Auction by the internet which required in depth knowledge of flowers Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve method of design Instructed employees in all areas necessary to work in a full service florist Owner/Operator Garden of the Nile Flower Shop at Caesar's Palace - Las Vegas, NV - October 1991 to June 1995 Responsibilities Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Shopped both National and International Flower Auctions to acquire knowledge and best possible pricing necessary Interfaced with hotel management and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private [State Name] Teaching License Kind and empathetic Standardized testing techniques Urban public schools background Creative lesson planning Critical thinker Positive and encouraging Adept classroom manager Accomplishments Impacted the operation in any way necessary to keep all facets of the business running smoothly Excellent Design Talent - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score Skills Used Negotiated with Hotel Management to acquire square footage and terms of the lease for The Garden of the Nile Flower Shop in Caesar's Palace Designed with approval of Hotel Management the store's layout and hours of operation Acquired fresh flowers from growers in both National and International regions Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to compete on both a National and International Auction via the Internet Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve method of design Instructed employees in all areas necessary to work in a full service florist Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist President Island Wedding Chapel at the Tropicana Hotel - Las Vegas, NV - September 1990 to December 1993 Responsibilities Negotiated the lease of the first ever free standing wedding chapel on a Hotel property Formed a corporation with a board of directors Chose the location, architecture and oversaw the building of the chapel Hired a manager who hired employees and oversaw the day to day operations and was responsible for all licenses, employment taxes, insurance, obligations to the hotel as per lease agreement, the filing of all quarterly forms and the presentation of monthly business to the board of directors Continuously interfaced with hotel department management concerning hotel accommodations for wedding guests, five separate reception areas, catering and all facets of producing a successful wedding experience. Accomplishments Pioneered the concept of a free standing chapel on a hotel property that was privately owned The Island Wedding Chapel was the first and the last that followed this concept Skills Used Promoted a respectable venue to host a wedding in 1990 under private ownership Upgraded the smaller wedding choices for couples not choosing to use a grand ballroom in a hotel or some of the seedy type of establishments that Las Vegas became synonymous for during that era Resulted in hotels getting involved in smaller wedding venues which has changed the entire business of weddings from 1990 to the present; unfortunately, none are no longer privately owned Owner/Operator Tropicana Hotel Florist - Las Vegas, NV - April 1986 to December 1993 Responsibilities Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Shopped both National and International Flower Auctions to acquire knowledge and best possible pricing necessary Interfaced with hotel management and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private Accomplishments Promoted and performed excellent Design skills - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score. Impacted the operation in any way necessary to keep all facets of the business running smoothly and successfully Skills Used Successfully negotiated a lease with the Management of the Tropicana Hotel Appointed a small kiosk area which housed a counter and room enough for a small cooler. Negotiated and was successful in doubling the space originally appointed in less than a year Interfaced with the Purchasing Department by providing prototypes of regularly scheduled design placements Interfaced with various department heads for large convention arrangements and decorations, party arrangements and seasonal decorations Designed with approval of Hotel Management the store's layout and hours of operation Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to competively purchase product from the Los Angles Flower Auction Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve method of design Instructed employees in all areas necessary to work in a full service florist Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist Owner/Operator Las Vegas Hilton Florist - Las Vegas, NV - April 1989 to August 1993 Responsibilities Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Interfaced with hotel management and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private Accomplishments Impacted the operation in any way necessary to keep all facets of the business running smoothly Promoted and performed excellent design talent - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score. Skills Used Negotiated with Hotel Management to acquire square footage and terms of the lease for The Las Vegas Hilton Florist Interfaced with the Purchasing Department by providing prototypes of regularly scheduled design placements Interfaced with various department heads for large convention arrangements and decorations, party arrangements and seasonal decorations Designed with approval of Hotel Management the store's layout and hours of operation Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to competively purchase product from the Los Angles Flower Auction Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve method of design Instructed employees in all areas necessary to work in a full service florist Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist Owner/Operator Desert Flower - Las Vegas, NV - January 1988 to June 1993 Responsibilities Promoted and performed excellent Design skills Acquired fresh flowers from growers in both National and International regions to promote a wider variety of flowers at a more favorable price point. Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to compete for product at the Los Angeles Flower Auction Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve their own method of design Instructed employees in all areas necessary to work in a full service florist Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist Accomplishments Promoted and performed excellent Design skills - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score. Impacted the operation in any way necessary to keep all facets of the business running smoothly and successfully Skills Used Interfaced with the State of Nevada Taxation Department to purchase business at auction as a result of a tax lien Negotiated to lease same space as former tenant to prevent interruption of business Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Acquired the skills necessary to competively purchase product from the Los Angeles Flower Auction Interfaced with hotel management and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist Owner Frowners R Us - Las Vegas, NV - January 1986 to June 1992 Responsibilities Promoted and performed excellent Design skills Acquired fresh flowers from growers in both National and International regions to promote a wider variety of flowers at a more favorable price point. Chose containers, vases, baskets, props etc. from Trade Markets in Dallas, Atlanta, Los Angeles, and Las Vegas Educated myself by studying the Market for current and future trends Acquired the skills necessary to compete for product at the Los Angeles Flower Auction Prepared employees by giving instruction and expectations of what was necessary to learn during their probationary period and later guided them to utilize their own skills in order for each to improve their own method of design Instructed employees in all areas necessary to work in a full service florist Responsible for all necessary actions, government forms, employment taxes, insurance, state taxes etc. Required in every facet of owning and operating a full service florist Accomplishments Promoted and performed excellent Design skills - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score. Impacted the operation in any way necessary to keep all facets of the business running smoothly and successfully Skills Used Chose a location and designed the layout of the shop's interior Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Acquired the skills necessary to competively purchase product from the Los Angeles Flower Auction Interfaced with several hotel management staffs and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private. Experience Guest Teacher October 2012 to October 2015 Company Name － City , State Presented all class material and policies accurately and clearly for  numerous classes each semester. Lead Floral Designer June 2005 to April 2011 Company Name － City , State Hired and Terminated Employees Acquired all inventory to produce fresh floral arrangements, European gardens, permanent arrangements, containers and gift items Kept abreast of current and future trends in floral industry Shopped both National and International Markets to acquire knowledge and best possible pricing necessary Interfaced with hotel management and purchasing agents Produced all prototypes of floral designs, etc. that designers could copy Inspected each design before it was delivered Kept personal knowledge of customers private Accomplishments Impacted the operation in any way necessary to keep all facets of the business running smoothly Excellent Design Talent - Trained by a founding member of AIFD Successfully passed the subjective part of the Floral Exam given by the Louisiana State University Agriculture School with a perfect score. High School Substitute Teacher October 2012 to October 2015 Company Name － City , State Interacted with students Presented students with their assignment Assisted in helping with their assignment Responsible to the teacher for the completion of assignments Monitored student behavior Responsible for attendance of students Accomplishments Enjoyed interacting with the students. Assisted students with their assignments Individualized both instruction and behavior of assigned students Incorporated subject matter with the present time that students would have a better understanding of the relevancy of the subject matter Listed on the Preferred Teacher's List for several schools Skills Used Utilized strict behavioral rules in order that the students could comprehend their assignment without unnecessary distraction Worked with students and suggested various approaches that students may complete their assignment Vigilant in knowing where students were at any given time Promptly arrived at assigned school Followed all rules and regulations as determined by Clark County School System. Education Mixology , 2012 National Bartender's School － City , State , USA After my husband's death, I wished to participate in some creative work that was not utilizing flowers as my medium of design. I enjoyed and did very well with my study and certification in mixology. It was fun and as a natural educator, I was able to help younger students and to give them confidence. I have not pursued a position as I became a full time guest teacher with Clark County School District. I resigned as a guest teacher on 10/10/2015.  At this time anything is possible.  I am positive, helpful and love to be involved in the social world. Advanced Licensed Certified Floral Designer , 1978 Louisiana State University and Agricultural & Mechanical College － City , State , USA I successfully completed the course in suggested time. I was trained and mentored by an AIFD founding member. I passed the exam on my first try and was the only student at that time that passed the written exam with a score of 100 percent. I have had many successful floral businesses. I pioneered a number of unusual trends. I negotiated hotel contracts I interfaced with purchasing departments to secure purchase orders. I trained many designers that are now employed with hotels. Bachelor of Arts : Secondary Education , 1971 Southeastern Louisiana University － City , State , USA Successfully taught High School English and Social Studies on a full time basis from 1971 thru 1983. Placed many students into National and Regional Exams Pleased that many of my students have kept in contact with me.  Very proud that I was part of their success. ​ Skills instruction, inventory, Market, pricing, purchasing, Teacher, Advanced Floral Designer, Entrepenuer Additional Information Authorized to work in the US for any employer

TEACHER

ASSISTANT TEACHER Summary Teacher's Aide who has lovingly taught 8 children, ages 0 through 18 months. Thorough in guiding children through a variety of daily activities and making sure the curriculum is age-appropriate and fun. Dependable and reliable worked others shifts when they couldn't make it to work. Highlights Charting and recordkeeping Child abuse prevention Understands developmental disorders Active listener First aid certificate Basic clerical knowledge Reliable and punctual Friendly Cheerful and energetic Teamwork oriented Housekeeping Experience Assistant Teacher November 2014 to October 2015 Company Name － City , State Assistant TeacherSanitized all toys and play areas daily. Maintained a safe, clean and constantly supervised play environment. Supported children's emotional and social development with one-on-one attention. Prepared, served and cleaned up daily meals for 8 children. Used read-aloud time and alphabet games to promote early literacy. Used clear communication and professionalism to develop constructive relationships with families. Clearly communicated to children in developmentally appropriate way. Carefully supervised children in play area. Instructed children in health and personal habits including eating, resting and toilet habits. Cashier, Hostess, Salad Bar Person November 2006 to January 2009 Company Name － City , State Accepted payment from customers and made change as necessary. Assisted diners with seating as needed Assisted co-workers. Cleaned and prepared various foods for cooking or serving Cleaned bars, work areas, and tables Cleaned and maintained the beverage area, display cases, equipment, and order transaction area Cleaned up spilled food, drink and broken dishes, and removed empty bottles and trash Greeted customers in the restaurant or drive-thru, took and rang up orders, handled payment and thanked customers Performed serving, cleaning, and stocking duties in establishments Prepared coffee-based and other beverages on request; serve prepared pastries and other food items Used all food handling standards Washed, peeled, cut, and seeded fruits and vegetables Compiled and maintained records of food use and expenditures Prepared the buffet and salad bar for dinner service. Continually kept carpets and floor clear of debris. Received frequent customer compliments for going above and beyond normal duties. Cashier, Hostess, Salad Bar Person July 2004 to September 2006 Company Name － City , State Accepted payment from customers and made change as necessary. Assisted co-workers. Assisted diners with seating as needed Cleaned and maintained the beverage area, display cases, equipment, and order transaction area Cleaned and prepared various foods for cooking or serving Cleaned bars, work areas, and tables Cleaned up spilled food, drink and broken dishes, and removed empty bottles and trash Greeted customers in the restaurant or drive-thru, took and rang up orders, handled payment and thanked customers Greeted guests and sat them at tables or in waiting areas Kept drink stations clean and ready for service Prepared coffee-based and other beverages on request; serve prepared pastries and other food items Prepared food items such as sandwiches, salads, soups, and beverages Stocked supplies in serving stations, cupboards, refrigerators, and salad bars Stored clean equipment and utensils Used all food handling standards Washed, peeled, cut, and seeded fruits and vegetables Communicated with customers regarding orders, comments, and complaints Compiled and maintained records of food use and expenditures Provided customers with product details, such as coffee blend and preparation descriptions Prepared the buffet and salad bar for dinner service. Continually kept carpets and floor clear of debris. Maintained a professional tone at all times, including during peak rush hours. Received frequent customer compliments for going above and beyond normal duties. Owner, receptionist, Sales April 2001 to December 2003 Company Name － City , State Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Maintained the front desk and reception area in a neat and organized fashion. Made copies, sent faxes and handled all incoming and outgoing correspondence. Issued 8 paychecks to vendors and suppliers on a bi-weekly basis. Handled cash and deposits using the proper accounting procedures and documentation. 3years of office experience. Addressed negative customer feedback immediately.Kept records of room availability and guests' accounts, manually or using computers. Kept records of room availability and guests' accounts, manually or using computers. Monitored daily banking transactions. Worked quickly and efficiently, with minimal oversight, to accomplish assigned duties. Recommended and helped customers select merchandise based on their needs. Exchanged returned merchandise for customers quickly and efficiently. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments .Demonstrated that customers come first by serving them with a sense of urgency. Maintained friendly and professional customer interactions. Worked as a team member to provide the highest level of service to customers. Education Associate of Science : Computer Information Science AS , 2017 Everest University Online － City , State , US Recipient of Zenith Grant, Social Work University of North Dakota － City , State I got Credits and I finished most of my Liberals 08/2012 - 05/2014 I did alot of classes for Social Work Business Northland Community and Technical College － City , State I took alot of classes for Office Assistant and did Liberals too. 08/2008 - 05/2014 Skills People skills enthusiastic people person, problem-solving organizational skills

TEACHER

ART TEACHER Summary Creative and caring leader who has earned trust and respect from students, colleagues and administration for 11+ years. Core Qualifications Student Centered Classroom Instruction Creative Lesson Planning and Curriculum Development Active Listening Skills Assessments Motivating Students and Classroom Management Develop Positive Relationships with Students, Parents and Staff Community and Family Involvement Leadership Organization Recruiting Professional Development Administering Meetings Coordinating and Implementing Activities Achievements Fundraising for American Cancer Society for 3 years as the RFL Coordinator Joseph B Whitehead Coca Cola Scholars Educator of Distinction Award in 2010 Outstanding Commitment to Education Service Award in 2010 NE Division Student Council Advisor of the Year Award in 2010 and 2014 Advisor of the Year in 2010 Student Council of the Year Award in 2015 Breast Cancer Survivor 2015 Professional Experience 09/2012 to 06/2015 Art Teacher Company Name － City , State Teaching 7th Grade Art, Art I-IV, Drawing, Painting, Ceramics, Sculpture and Concurrent Enrollment Intro to Art, Drawing, Ceramics and Painting. Planning, implementing and evaluating art curriculum for students of all levels. Giving directions and explanation related to lessons. Providing feedback, assessing and evaluating students throughout the lesson. Communicating with students and parents on student's progress, behavior and work habits. Managing disruptive behavior inside the classroom. Participating in professional growth opportunities and collaborating with staff or colleagues. 08/2006 to 06/2015 Community Education Director Company Name － City , State Providing administrative leadership to all Fund 04 programs such as ECFE, School Readiness, Youth and Adult Enrichment, Adults with Disabilities and Support Groups, GED Testing, Adult Basic Education, Aquatics, and Early Childhood Screening Developing and monitoring all Fund 04 revenues and expenditures. Hiring and supervising all Community Education staff. Providing leadership to Community Education Advisory Board. Supervising Community Education activities; organizing programs and services (both short and long term); recruiting, assigning, and reviewing staff. Coordinating fall, winter, spring, and summer Community Education brochures; marketing. Preparing annual state Community Education reports; Maintaining accurate and timely reporting to MDE. Attending workshops and seminars to benefit Community Education. 08/2005 to 06/2015 Student Council Advisor Company Name － City , State Supervising students in grades 7-12 who serve on student government. Planning and implementing community service projects and fundraisers. Coordinating and supervising school activities, pep fests, dances, etc. Administering weekly meetings Assisting with elections and scholarship applications. Attending NE Division Meetings and the State Convention. 08/2005 to 06/2015 Enrichment & Pool Coordinator Company Name － City , State Supervising the Pool, Lifeguards, Water Safety Instructors, and Swim Lessons. Planning and developing courses, programs and services for youth and adults. Participating in professional conferences, training programs, and continuing education as required. Identifying local interests and needs for youth and adults. Recruiting instructors and evaluating courses. Instructing after-school enrichment courses for youth. Education and Training 1996 Masters Degree : Curriculum and Instruction University of St. Thomas － City , State , USA Curriculum and Instruction 1992 Bachelor of Science : Art Education K-12 St. Cloud State University － City , State , USA 1989 Select One Moorhead State University － City , State , USA Graduate Level Art Courses University of Minnesota － City , State , USA Certifications Community Education Directors Licensure MN Teaching Licensure in K-12 Art Education Curriculum and Instruction Licensure Community Involvement Age to age Coordinator through the Northland Foundation. In 2013, I was asked to lead a community based group to find ways to bring youth and the elders of our community together. We have since started a Community Garden and are in the process of completing a historic walking tour of our town for all ages to enjoy. Community Cancer Walk Volunteer First Lutheran Church Member Volunteer Red Cross Volunteer Ice Box Days Volunteer Affiliations Minnesota Association of Student Councils (MASC) Minnesota Community Education Association (MCEA) National Education Association (NEA) Blandin Foundation Alumni Northland Foundation Youth in Philanthropy Mentor and Board Member Skills Administrative, Brochures, Budgets, Conferences, Hiring, Instructing, Leadership, Director, Managing, Marketing, Meetings, Motivating, Organizing, Recruiting, Reporting, Safety, Supervising, Training Programs, Workshops/Seminars

TEACHER

LEAD TEACHER Summary Solid background in special needs and early childhood education, with strong emphasis in children's development. Consistently exceed teaching goals and parents expectations. Experienced in assessing and evaluating individual needs to provide an enhanced learning experience. Skilled in developing and implementing strategies and procedures.Enthusiastic teacher who has earned trust and respect from students, colleagues and administration for 12+ years. Core Qualifications Excellent classroom management Active participation in [groups, plans, events] Teaching, tutoring and counseling Experience working special needs students Effectively work with parents Interactive teaching/learning Innovative lesson planning Classroom management Effective listening CPR/First-aid certified Goal Setting and Implementation Achievements Team Building and Leadership Created collaborative classroom experience through [process, initiative]. Lesson Planning: Introduced new learning methods to ensure total comprehension for all students. Developed new learning center for reading assistance. Education Strategies   Employed special educational strategies and techniques during instruction to improve the development of sensory/perceptual-motor skills, language, cognition, and memory. Plan Development   Planned and conducted activities for a balanced program of instruction, demonstration, and work time that provided students with opportunities to observe, question, and investigate. Parent Communication   Regularly met with parents to discuss student issues and course weakness areas. Creative Lesson Planning   Motivated students to engage with course materials for History of WWII course by organizing a war veteran to come to class to speak about his personal experience. Professional Experience Lead Teacher Aug 2013 to Jun 2015 Company Name － City , State Manage children portfolio and progress using Teaching Strategies Gold Plan and execute daily lessons. Make in-home student referrals Maintain the comfort, safety and educational demeanor of the classroom environment. Supervise one assistant teacher's in the classroom. Plan and allocate work equally among the staff. Evaluate and test students for appropriate class placement. Head Teacher Jan 2003 to Aug 2013 Company Name － City , State Evaluate and test students for appropriate class placement. Translate CPSE evaluations to non-English speaking parents. Collaborate with school administrators and parents to develop student program plans to ensure successful outcomes. Conduct family conference to discuss student progress, needs and referrals Develop and enter daily observations, progress and attendance notes into school data base Plan and execute daily lessons Make in-home student referrals Maintain the comfort, safety and educational demeanor of the classroom environment. Supervise three assistant teachers in the classroom. Plan and allocate work equally among the staff. case manager Oct 2005 to May 2006 Company Name － City , State •Managed a caseload of over 18 at risk teenage and young adult females •Met with client's family members and drug counselors when substance abuse was issue in order to determine such activities and keep recidivism down. •Helped clients with school enrollment and verified attendance •Held weekly team conferences to discuss client court dates, progress and concern in order to prepare monthly court reports for legal staff and judges. •Provided case management services, escort, face to face services in community, communication with community providers, conducted site visits to shelter, residential and outpatient programs, and attending case conferences to engage and support participants in community treatment. •Addressed any ongoing legal and or personal issues our female population was dealing with. •Kept track of client progress via company database systems. •Set up random drug tests in collaboration with our Substance Unit for female participants abuse. •Directed any participant mental health concerns to our director. •Made referrals for participants to outpatient/inpatient drug treatments facilities •Act as advocate and liaison for participants in securing access to community services, income support and self help Assistant Teacher Jan 2001 to Jan 2003 Company Name － City , State Collaborated with classroom assistants and teachers in creating weekly classroom lesson plans on a bi-weekly basis. Evaluated and tested students for appropriate class placement. Reviewed daily progress notes before they were entered into the company's electronic system and edited them as needed. Responsible for ordering, receiving and distributing office and classroom supplies. Education and Training M.S , Education/ Special Education Early childhood 2006 Touro College － City , State A.S , Liberal arts 2000 Kingsborough Community College － City , State Liberal arts Bachelor of Science , Psychology College of Staten Island － City , State Certifications CPR and First Aid Community Involvement Recognition for planning and presenting at UNICEF conference. Skills bilingual speaking and reading fluently in English and Spanish, demonstrate your ability to work well with a team, handles details; coordinates and completes tasks,plans and arranges activities; multi tasks,writes clearly and concisely; listens attentively; openly expresses ideas,provides and asks for feedback, and cooperates and works well with others.

TEACHER

ASSOCIATE TEACHER Accomplishments Bachelor of Science in Management and Business The Marshall Award 2007 The Barbara Hume Memorial Award 2011 Coach's Award 2007 The Rev. B.W. "Pete" Woodward, Jr. Prize 2010 Coached Hunter Forward, Kristen Markoe, CUNYAC Player of the Year Experience Company Name January 2014 to January 2015 Associate Teacher City , State aintain safe classroom setting while fostering a positive and engaging learning environment M * a g Develop daily lesson plans for 5 nd 6 rade Reason and Rhetoric th th Teach students weekly vocabulary words and writing techniques using nonfiction articles Led and guide students in classroom discussions Lead co­curricular programs such as: recess, lunch, and study hall Closely monitor the academic and social lives of seventh grade boys Company Name January 2012 to January 2014 Head Coach, Girls' Varsity Basketball City , State anage recruitment and enrollment of prospective students from the New England area, New York, Montreal, New Jersey, M Philadelphia, Maryland, Chicago, Virginia, and Florida Develop contacts with feeder schools, sports programs, coaches, and educational consultants Act as the athletic liaison for the admission office Attend regional and national admission events to attract prospective students and families Coordinate and manage daily tour guides for prospective families and arrange for coaches to meet prospective students Interview and evaluate prospective students for admission Assist in the planning and execution of Holderness School's Fall Open House and Spring Second Visits for over 100 accepted students Help manage the Holderness Social Media websites (i.e. Facebook, Twitter, YouTube) Assisted in the development and implementation of the strategic plan to increase the number of applicants on a 1 year, 3 year, and 5 year span Developed strategies to attract mission appropriate students Collected the documents required necessary to make a decision on applicants Assisted in the admission publication Assisted in increasing full pay boarding students (15%), female applicants (18%), freshman applicants (20%), and domestic diversity (15%) anaged all aspects of the Girls' Basketball program, competing in the Lakes Region league and (NEPSAC) New England Prep School M Athletic Council. Attended regional and national AAU tournaments to identify, evaluate, and recruit student­athletes (such as: Deep South Classic, Commotion by the Ocean, Gym Rats, etc.) Coordinated daily practice plans to enhance successful learning and performance outcomes for both varsity and junior varsity teams Invited and scheduled scrimmage games among AAU programs in order to increase the school's awareness athletically Developed scouting reports and game plan of the opposition for student­athletes in order to create successful results Collaborated with Strength and Conditioning coach to develop a health and wellness program Performed end of the season evaluations with coaches and players Assisted student­ athletes and the college counseling office in the college recruitment process Coached Skidmore Forward Migle Vilunate, a member of the Liberty League All­Rookie team Organized end­of­the­year team dinner and individual awards Provided individual skill development program during the season and Post­season Coordinated travel to and from opposing schools for both teams Collaborated with Athletic Director to manage the team's budget and fundraising initiatives * ember of the Women's Basketball Coaches Association (WBCA) M Company Name January 2011 to January 2012 Student Assistant Coach, Men's Basketball City , State Conducted comprehensive on and off campus recruiting; attended regional tournaments/camp Attended games and review film of opponent's games; develop scouting reports and recommendations Assisted in development of daily practice plans to enhance successful learning and performance outcomes Supervised student manager and practice players Instructed guard play, creating performance drills and individualized instruction * anaged exchange of game film for non­conference and conference opponents M * anaged academic progress of student­athletes, as assigned by head coach M * anaged outreach to constituents (parents, fans, coaches, alumni, etc.) M Assisted in coordination of team travel arrangements, housing, and meals for student­athletes Coordinated community service activities between the student­athletes and local community Coached three All­League players and one All­Rookie team player Conducted comprehensive on and off campus recruiting; attended regional tournaments/camps Attended and scouted opponent games and review film; developed scouting reports and recommendations Assisted in development of daily practice plans to enhance successful learning and performance outcomes * orked with post players, creating performance drills and individualized instruction W Helped lead Thoroughbreds to 16­10 record and Liberty League Tournament berth Attended and scouted opponent games and reviewed film; developed scouting reports and recommendations Education Skidmore College 2007 Bachelor of Science : Management and Business City , State , US Skidmore College, Saratoga Springs, NY, May 2011 Holderness School, Plymouth, NH, June 2007 Concordia University Master : Coaching and Athletic Administration City , State , US Concordia University, Irvine, CA, May 2015 Master in Coaching and Athletic Administration Professional Affiliations University of Rochester Boys' Basketball Camp (League Commissioner) Skills Games, Increase, Recruitment, Associate, Budget, Fundraising, Health And Wellness, Liaison, Recruiting, Arrangements, Exchange, Progress, Team Player, Travel Arrangements, Field Operations, Operations, Packing, Program Manager, Purchase Orders, Vouchers, Coaching, Award

TEACHER

SCIENCE TEACHER Summary Dedicated Teacher adept at challenging students to reach their full potential. Ensures that every student is progressing and is held to high expectations. Highlights Skills: Computer Proficiency in Microsoft word Excel, and Power point Lesson planning expertise Tutoring experience Standardized testing IEP familiarity Experience 09/2005 to Current Science Teacher Company Name － City , State 7th and 8th Grade Implemented 8th grade curriculum through various methods and techniques that reflect the CCSS Created a learning environment that enabled students to take risks and comfortably express their ideas Explored, and implemented, various forms of differentiated instruction Included Smart board elements, PowerPoint presentations, and various media in every lesson, in order to model technology driven instruction 09/2004 to 09/2005 Substitute Teacher K-6 Company Name － City , State Implemented curriculum for children following teachers plans Assigned lessons and corrected homework. Encouraged students to be understanding with others. 09/2003 to 11/2003 Teacher Assistant Company Name － City , State Implemented group literacy lessons Assisted students in their deficient areas 09/1996 to 01/2003 Special Education Teacher Company Name － City , State Assisted head teacher in planning Curriculum Developed individualized lesson plans to meet Students with IEP goals Maintained daily records regarding children's developmental progress Education Masters of Science : Education & Special Education Touro College － City , State , US Masters of Science in Education & Special Education Touro College, Bayshore, New York June 2006 Bachelor of Science : Early Childhood Education City College － City , State , US Bachelor of Science in Early Childhood Education City College, New York, New York September 2003 Certifications 1. New York State Permanent Teacher Certification N-6 2. New York City Permanent Certificate in Teaching N-6 Certified Mentor - 2014-Present Affiliations •Field trip Coordinator 2007- Present •Urban Advantage teacher (Science Program) 2013- present •Stem Coordinator 2014-Present affiliated through NYU University •Certified Mentor – 2014-Present •Stem Point coordinator for District 13 Science Fair 2014 Skills Computer Proficiency in Microsoft word, Excel, and Power point

TEACHER

SPANISH TEACHER Summary Friendly and energetic Spanish teacher with ten years expertise in academic instruction and classroom management. Highlights Professional Certification in Secondary level Spanish Permanent Certification in Secondary Inclusive Education Accomplishments Achieved effective and highly effective status on all APPR evaluations Helped more than 15 students reach their IEP goal of graduating with a Regents diploma Managed classes of up to 23 students Chaperoned 25 field trips and after school activities Designed twenty weekly lesson plans focused on age and level-appropriate material. Coached JV girls soccer Coached modified boys soccer Freshman class advisor Talent show coordinator Eighth grade semi-formal coordinator Experience Spanish teacher 10/2003 to Current Company Name City , State Teach Spanish levels 1A, 1B, II, III. Create lessons incorporating Smart board technology. Administer the 8th grade State Proficiency Exam. Administer the level 3 Spanish Competency Exam. Administered Student Learning Objective assessments. Received tenure status September 1, 2006. Advised the Middle School International Club. Developed and taught the 6th grade World Cultures and Languages program. Chaperoned High School Europe trip (April, 2005). Director of Harris Whalen location 06/2002 to 08/2004 Company Name City , State Directed a summer recreation camp with 2 assistant directors and 3 staff members. Supervised 60 children ages 5-14 from 9-4pm. Planned theme days and daily activities for children 5-12 years old Supervised and managed 5 staff members Interacted with parents daily Evaluated and trained staff Supervised and organized field trips to various Rochester locations Director of Harris Whalen recreation camp 06/2002 to 08/2004 Company Name City , State Directed a summer recreation camp with 2 assistant directors and 3 staff members. Supervised 60 children ages 5-14 from 9-4pm. Planned theme days and daily activities for children 5-12 years old Supervised and managed 5 staff members Interacted with parents daily Evaluated and trained staff Supervised and organized field trips to various Rochester locations Education present BOCES Novice Teaching Academy Summer 1999 University of Madrid, Complutense Master of Science Spring 2008 Nazareth College Bachelor of Arts : Spanish and secondary certification Spanish Spring 2003 State University of New York College City Spanish certification 7-12 Bachelor of Arts : Sociology Spanish December 1999 State University of New York College City Bachelor of Science in Sociology and Spanish 2004 Northeastern Catholic Junior High School SUNY Fredonia College Ambassador Certifications Permanent Certification, Secondary Spanish and Inclusive Education, 2008. Interests Creating fun, interactive, and motivating lessons for the Spanish learner. Skills Strong interpersonal skills Smart board Notebook software Microsoft Office Photography editing and slide shows Additional Information SUNY Fredonia Women's Soccer Team captain. SUNY Fredonia College Ambassador

TEACHER

HISTORY TEACHER Professional Summary To be employed as an Administrative Assistant or similar role where my interpersonal communication, time management, problem resolution, and organizational skills will benefit the company. Technically-adept [Job Title] with advanced knowledge of MS Office Suite and experience creating Excel databases and PowerPoint presentations. Quality-focused [Job Title] committed to approaching administrative tasks with tenacity and attention to detail. Experienced Office Manager with a strength in managing multiple projects simultaneously and fostering a cohesive staff. Skills [Number] WPM typing speed Professional phone etiquette Excellent communication skills Database management Articulate and well-spoken Customer service-oriented Works well under pressure Human resource laws knowledge Appointment setting Team building Accounting familiarity Payroll Invoice processing Conference planning Flexible Accurate and detailed Excellent planner and coordinator Work History History Teacher 08/2004 to 06/2005 Company Name – City , State Instructed more than [number] middle school students through lectures, discussions, group activities and demonstrations. Prepared daily lesson plans for activities. Planned and supervised class projects, field trips and visits by guest speakers. Established positive rapport with all students and parents through home calls, agenda book notes, email correspondence, and newsletters. Integrated technology into the classroom as an instructional tool. Communicated objectives for all lessons, units and projects to students and their parents. Administered and graded tests and assignments to evaluate students' progress. Identified signs of emotional or developmental problems in students. Principal Mrs. Karen Noble 08/2005 to 06/2007 Company Name – City , State Instructed up to [number] students individually and in groups. Set up lesson materials, bulletin board displays and demonstrations. Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities. Adapted teaching methods and materials to meet students' varying needs and interests. Met regularly with parents and guardians to discuss children's progress. Observed and evaluated students' performance, behavior, social development and physical health. Encouraged interactive learning by incorporating educational software and the Internet. Supervised an average of [number] students in classrooms, halls, cafeterias, schoolyards and on field trips. Planned and implemented creative lessons in accordance with district, county, state and federal guidelines. Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs. Created an enjoyable and interesting learning environment for [number] students each year. Worked with other teachers and administrators to evaluate and revise elementary school programs. Pursued professional development continually by attending educational conferences and teacher training workshops. Fostered team collaboration between students through group projects. Completed training courses to keep up-to-date with new teaching methods and developments in the field. Preserved the confidentiality of student records and information at all times. Took part in professional organizations and continuing education courses. Created and taught engaging math lessons and activities. Fostered oral language development and critical thinking skills during literary discussions. Second Grade Teacher 08/2007 to 06/2010 Company Name – City , State Instructed up to [number] students individually and in groups. Set up lesson materials, bulletin board displays and demonstrations. Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities. Adapted teaching methods and materials to meet students' varying needs and interests. Met regularly with parents and guardians to discuss children's progress. Observed and evaluated students' performance, behavior, social development and physical health. Encouraged interactive learning by incorporating educational software and the Internet. Supervised an average of [number] students in classrooms, halls, cafeterias, schoolyards and on field trips. Planned and implemented creative lessons in accordance with district, county, state and federal guidelines. Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs. Created an enjoyable and interesting learning environment for [number] students each year. Maintained accurate and complete records for [number] students. Encouraged students with special academic interests to fully pursue those subjects. Worked with other teachers and administrators to evaluate and revise elementary school programs. Pursued professional development continually by attending educational conferences and teacher training workshops. Fostered team collaboration between students through group projects. Completed training courses to keep up-to-date with new teaching methods and developments in the field. Assessed students' reading levels using DIBELS Next and Leveled Reading Passages. Enforced the school's student discipline code to deal with problem situations. Drafted lesson plans and submitted them for review and feedback in a timely manner. Drafted lesson plans and submitted them for review and feedback in a timely manner. Preserved the confidentiality of student records and information at all times. Took part in professional organizations and continuing education courses. Created and taught engaging math lessons and activities. Designed and implemented a basic math program to be available to all students. Developed students' computer and technology skills through demonstrations and practice. Cooperated with parents to support students' learning and healthy development in school and at home. Created a classroom environment in which children could learn respect for themselves and others. Fostered oral language development and critical thinking skills during literary discussions. Administrative Assistant/Sales Representative 01/2014 to 08/2014 Company Name – City , State Human resource responsibilities including interviewing, onboarding (gathering employment information, submitting background checks, in-house drug screening, I-9 verification, employment and education verification, and testing required skills) hiring, terminating employees, and submitting information for workman's compensation claims. Accounting responsibilities including effectively handling payroll and invoicing issues, submitting bills to be paid, and issuing bill backs to companies. Sales responsibilities including company research, sales calls, preparing business quotes, and meeting with potential clients. Administrative responsibilities including frequent email and letter correspondence with clients and associates, answering phones, scheduling appointments and interviews, recording new orders, and sending invoices to clients. OVERVIEW OF EDUCATOR RESPONSIBILITIES Resolved employment-related disputes through proactive communication. Organized and led a [Number] -day staff orientation and training to promote collaboration. Handled understaffing, disputes, terminating employees and administering disciplinary procedures. Represented organization at personnel-related hearings and investigations. Education Bachelor of Science : Interdisciplinary Studies(Business, Geology, and Education) History, Science, Earth Science, and Elementary Education 2003 Lamar University Beaumont - City , State GPA: GPA: 3.7 Interdisciplinary Studies (Business, Geology, and Education)  History, Science, Earth Science, and Elementary Education 3.7  GPA Coursework in Business Administration, Communications and Accounting Microsoft Office Applications (Excel, PowerPoint, Word) Lamar University Beaumont Basic Plus and Exxon Mobil Site Specific Industrial Safety Training Council Texas Property/Casualty and Life/Health Insurance Licenses : Recipient of [Scholarship Name] Scholarship Diploma : Nederland High School - Accomplishments Administrative Assistant/Sales Representative. Manpower. Certifications Skills Accounting, Administrative, Basic, Billing, conferences, Council, clients, Customer service, Data entry, editing, EDUCATOR, email, Filing, hiring, Human resource, Insurance, invoicing, math, meetings, Excel, mail, Microsoft Office Applications, PowerPoint, Word, Organizing, Payroll, Presentations, progress, reading, Record keeping, recording, Researching, Research, Safety, Sales, scheduling, seminars, teacher, Telephone etiquette, answering phones, Typing 60 WPM Additional Information EDUCATIONAL ACCOMPLISHMENTS Pictured in Who's Who of American College Students Elected into the Honor Society of Phi Kappa Phi Elected into the Honor Society of Phi Theta Kappa (Treasurer and Recorder of Meetings) Doctor Samuel Evans Award Roy A. And Marianella Permenter Scholarship Robert Rauschenburg Scholarship

TEACHER

MASTER TEACHER Highlights Home schooling knowledge Calm and patient Certified in Early Childhood Education Head Start programs Strong communicator Toddler and preschool curricula Classroom management Classroom management Skills I have a lot patience, I communicate really well with children, I can usually calm a stressful situation quickly. Education Early Childhood Education 2000 San Jacinto College － City , State , USA Coursework in Child NutritionChild Abuse Awareness trainingCoursework in Emergency PreparednessCoursework in Behavior ManagementEmphasis in Child Development High School Diploma , General 1991 Beaumont High School － City , State , USA Emphasis in Child Development Experience Master Teacher Sep 2010 to Apr 2013 Company Name － City , State Conducted small group and individual classroom activities based on differentiated learning needs.Encouraged students to be understanding of and helpful to others.Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.Physically and verbally interacted with students throughout the day to keep them engaged.Supported students in developing strategies for individual needs and classroom group dynamics.Organized field trips to local parks, fire stations and zoos.Helped prepare daily lesson plans for activities and lessons.Implemented emergent curriculum to encourage student participation.Supplied one-on-one attention to each student, while maintaining overall focus on the entire group.Wrote daily and weekly lesson plans.Administered minor first aid to injured students.Applied the positive reinforcement method to redirect negative behaviors.Promoted language development skills through reading and storytelling. implemented family style meals. conducting parent/teacher conferences. and kept personal profiles of each child. Teachers Associate Aug 2004 to Nov 2009 Company Name － City , State Promoted language development skills through reading and storytelling.Applied the positive reinforcement method to redirect negative behaviors.Conducted small group and individual classroom activities based on differentiated learning needs.Assisted 5-6 children per station during small group learning periods. Organized field trips to Encouraged students to be understanding of and helpful to others.Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.Physically and verbally interacted with students throughout the day to keep them engaged.Helped prepare daily lesson plans for activities and lessons.Implemented emergent curriculum Supplied one-on-one attention to each student, while maintaining overall focus on the entire group.Physically and verbally interacted with students throughout the day to keep them engaged.Communicated effectively with educators from various grade levels.Wrote daily and weekly lesson plans.Administered minor first aid to injured students.to encourage student participation.Organized field trips to local parks, fire stations and zoos.Maintained daily records of children's individual activities, behaviors, meals and naps. Established a safe play environment for the children.Distributed quarterly educational assessments, similar to report cards, to each parent.Developed professional relationships with parents, teachers, directors and therapists.Observed children for signs of illness, injury, emotional disturbance, learning disorders and speech problems.Maintained daily records of children's individual activities, behaviors, meals and naps. Teacher aide Aug 1999 to Mar 2001 Company Name － City , State Promoted language development skills through reading and storytelling.Applied the positive reinforcement method to redirect negative behaviors.Conducted small group and individual classroom activities based on differentiated learning needs. Organized field trips to local parks, fire stations and zoos. Assisted 5-6 children per station during small group learning periods.Encouraged students to be understanding of and helpful to others.Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.Physically and verbally interacted with students throughout the day to keep them engaged.Supported students in developing strategies for individual needs and classroom group dynamics.Helped prepare daily lesson plans for activities and lessons. Implemented emergent curriculum to encourage student participation. Supplied one-on-one attention to each student, while maintaining overall focus on the entire group.Communicated effectively with educators from various grade levels.Wrote daily and weekly lesson plans.Administered minor first aid to injured students.Maintained daily records of children's individual activities, behaviors, meals and naps.Established a safe play environment for the children.Created and implemented developmentally-appropriate curriculum that addressed all learning styles.Distributed quarterly educational assessments, similar to report cards, to each parent.Maintained a child-friendly environment with access to outdoor activities.Completed all required documentation for the National Head Start program. Extra-Curricular Activities I ran the nursery at my church for a yea and then taught Sunday school for the older kids for another two years . I also helped run an after school "get your homework done here" program the community started where kids that didn't have help at home could come to us and get help with their homework or for the younger children the parents could enroll them and they would come daily after school. Summary Talented early education professional with diverse experience in planning and implementing various activities for promoting physical, social, emotional and intellectual growth of children.

TEACHER

Kimberly Fisheli Summary Dedicated and responsive Special Education Teacher with proven skills in classroom management, behavior modification and individualized support. Comfortable working with students of all skill levels to promote learning and boost educational success. Serves as role model by using growth mindset to develop young minds and inspire love of learning. Experience Substitute Teacher , 06/2017 - Current Company Name - City , State Enforced classroom routines to keep students on schedule and operating at consistent level. Implemented lesson plans assigned by classroom teacher to educate students about key concepts. Maintained student attendance and assignment records to prevent lapses during teacher absences. Oversaw pop quizzes, material exams and standardized tests to facilitate instruction. Applied proactive behavior management techniques to facilitate classroom discipline. Provided notes and reports on school day activities to primary teacher. Long-Term Special Education Substitute , 02/2021 - 06/2021 Company Name - City , State Eliminated learning gaps and effectively instructed students by using teaching aids and motivational strategies. Facilitated functional life skills development in students with autism through explicit instruction and repetition to entrench skills. Established and communicated clear objectives for lessons, units and projects to students. Fostered positive and trusting relationships with students to increase engagement. Organized and prepared instructional materials, communiqués and reports to facilitate student learning. Worked with students with specialized needs to accomplish tasks and build practical skills. Collaborated with conventional education instructors across multiple departments to optimize student learning. Developed interesting and interactive learning methods tailored to help students with individual needs. Transitioned students across grade levels through careful planning and preparation. Encouraged student empathy of others to build confidence and improve self-image. Enforced classroom routines to keep students on schedule and operating at consistent level. Implemented lesson plans assigned by classroom teacher to educate students about key concepts. Maintained student attendance and assignment records to prevent lapses during teacher absences. Mentored, tutored and instructed students during break and student support. Oversaw pop quizzes, material exams and standardized tests to facilitate instruction. Liaised with teachers to develop cohesive educational plans and improve student support. Assisted fellow teachers with assignments, special projects, tests, administrative updates and grading as needed. Taught students fundamental building blocks and advanced concepts. Assigned homework to students based on curricula and modified based on daily progress. Used Google Classroom to organize lesson plans for long-term interim assignments. Studied Science and World History to better understand content and assist with projects and assignments. Kept detailed records of student progress, attendance and assignments in Google Classroom and Aries. Engaged students in discussions to promote interest and drive learning. Built and strengthened positive relationships with students, parents and teaching staff. Promoted learning by leveraging traditional and modern instructional strategies. Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material. Substitute Teacher , 09/2010 - 05/2018 Company Name - City , State Implemented lesson plans assigned by classroom teacher to educate students about key concepts. Maintained student attendance and assignment records to prevent lapses during teacher absences. Enforced classroom routines to keep students on schedule and operating at consistent level. Used Blackboard & Powerschool to organize lesson plans for long-term interim assignments. Helped students build learning and study skills to achieve life-long educational goals. Provided notes and reports on school day activities to primary teacher. Leveraged diverse instructional strategies and hands-on activities to engage students and boost understanding of material. Mentored, tutored and instructed students after school and during planning times. Kept detailed records of student progress, attendance and assignments in Powerschool and SEIS. Promoted learning by leveraging traditional and modern instructional strategies. Reported problem students to principal to maintain control of classroom. Assigned homework to students based on curricula and modified based on daily progress. Applied proactive behavior management techniques to facilitate classroom discipline. Differentiated classroom and small group instruction to meet needs of students with various learning styles and abilities. Built and strengthened positive relationships with students, parents and teaching staff. Oversaw pop quizzes, material exams and standardized tests to facilitate instruction. Assisted fellow teachers with assignments, special projects, tests, administrative updates and grading as needed. Liaised with teachers to develop cohesive educational plans and improve student support. Eliminated learning gaps and effectively instructed students by using teaching aids and motivational strategies. Developed IEP to leverage developmental practices and educational theories to achieve educational objectives. Participated in week-long intensive leadership training and provided training to colleagues on applied behavior analysis. Wrote and presented documents for Individual Education Plan conferences. Established and communicated clear objectives for lessons, units and projects to students and parents. Fostered positive and trusting relationships with students to increase engagement. Organized and prepared instructional materials, communiqués and reports to facilitate student learning. Delivered specialized classroom instruction to students with developmental disorders. Worked with students with specialized needs to accomplish tasks and build practical skills. Collaborated with conventional education instructors across multiple departments to optimize student learning. Promoted language development skills through reading and storytelling. Developed interesting and interactive learning methods tailored to help students with individual needs. Transitioned students across grade levels through careful planning and preparation. Developed individual educational plans designed to promote educational, physical and social development. Implemented specialized tests to evaluate literacy performance. Encouraged student empathy of others to build confidence and improve self-image. Supervised field trips to local parks, fire stations and zoos to develop social skills and community awareness. Conducted small group and individual classroom activities with students based on differentiated learning needs. Education and Training Associate of Arts , Liberal Arts And General Studies , 05/2005 Fullerton College - City , State Bachelor of Science , Child And Adolescent Studies , 05/2009 California State University - Fullerton - City , State 3.11 GPA Member of Phi Beta Delta Member Education Specialist Teaching Credential , Special Education , 05/2010 California State University - Fullerton - City Honor Society for International Scholars Member Activities and Honors PTA Honorary Service Award, awarded by Benton Middle School PTSA FUHS Dance Booster Club Secretary - 2020-2021 FUHS Dance Booster Club President - 2018-2020 FUHS Dance Booster Club Member-at Large 2017-18 FUHS Choir Booster Club Member-at-Large 2017-21 FUHS Theatre Booster Club Member-at-large 2017-21 FUHS PTSA Member - 2017-2021 Skills Behavior modeling Video conferencing Smartboard technology Proficient in Google Classroom & Aries Activity planning Compliance Technology savvy Proctoring Individualized care Quizzes, tests and exams Classroom discipline Effective listening Tutoring and after school help Interdisciplinary teaching Effectively work with parents CPR/First-aid certified Behavioral/cognitive skills development Team collaboration Positive student engagement Behavior modification Special needs students Mediation and advocacy talent

TEACHER

TW SUBSTITUTE TEACHER Experience Company Name - Substitute Teacher 01/2008 - Current On-call substitute for grades K-12. Substitute teacher in the Tillamook School system as both a classroom teacher and teacher's aide. Followed classroom plans left by class teacher to continue student education and reinforce core concepts. Kept students on-task with proactive behavior modification and positive reinforcement strategies. Maintained day to day classroom management to promote learning. Company Name - 4-H Program Assistant & Open Campus Assistant City , State 02/2009 - 10/2016 Supported educational programs through the delivery of program curricula, coordination of program elements or projects, assisting with the assessment, design, implementation and evaluation. Recruit, supervise and retained volunteers. Organize and facilitate; day camps, after school programs, overnight camps and fundraiser's. Including travel to National programs. Gathered data for annual reporting of program success, volunteer hours, personal time, yearly reports of accomplishments. Created a Plan of Work annually. Used 4-H access and 4-H online. Promoted Extension and 4-H by Live radio interviews and Public service announcements, Civic group presentations; and daily interaction with the public. Established relationships with key stakeholders in the community included Tillamook County Commissioners, business owners and non-profit managers and School District. Delivered polished and thorough lectures on topics such as teen sex-texting and generational differences. Company Name - Community Outreach Coordinator 01/2007 - 01/2013 Actively supported local MOPS groups, on the Oregon Coast and Willamette Valley. Acted as a liaison between local groups and MOPS, INT. Skills used: self-direction, team player, trouble shooting, record keeping and problem solving; management of volunteer base that ran groups in the northwest region and promoted the MOPS agenda within the community. Developed presentations for public events, community groups and organizational assemblies. Work History Company Name - Substitute teacher 01/2008 - 01/2011 On-call substitute for grades K-12. Substitute teacher in the Tillamook School system as both a classroom teacher and as a teachers aide. OSU Extension Service Tillamook County: 4-H Program Assistant 2; 2009 to October 2016; support educational programs through the delivery of program curricula, coordination of program elements or projects and assisting with the assessment, design, implementation and evaluation. Recruit, supervise and retain volunteers. Organize and facilitate; day camps, after school programs, overnight camps and fundraiser's. Managed and oversaw fundraiser's and travel for National 4-H leadership conferences for local youth. Gather data and report program success, volunteer hours, personal time and yearly reports of accomplishments. Promote Extension and 4-H by Live radio interviews and Public service announcements, Civic group presentations; and daily interaction with the public. Established relationships with key stakeholders in the community included Tillamook County Commissioners, business owners and non-profit managers. OSU Extension Service Tillamook County: Oregon Open Campus; 2012 ; helping to build, expand, and market programming related to the Outreach & Engagement activities of Oregon State University. Including public outreach events, fair booths, hosting learning workshops and public education of mission statement. Company Name - Community Coach 01/2007 - 01/2013 Actively supported local MOPS groups, on the Oregon Coast and Willamette Valley. Acted as liaison between local coordinators/chartering ministries and MOPS Int. Skills include self-direction, team player, trouble shooting, record keeping and problem solving; management of volunteer base that ran groups in the northwest region and promoted the MOPS agenda with local churches, doctor offices and media. Professional Summary Experienced educator with hands on experience in youth development and interpersonal skills growing and managing large volunteer base and program development. Committed to offering programming and education to all youth. Skills Ten key, basic, conferences, customer service, delivery, direction, educational programs, keyboard, leadership, market, presentations, problem solving, profit, programming, radio, record keeping, researching, supervisory skills, teacher, team player, time management, trouble shooting, workshops Education Oregon State University Bachelor of Science : Animal Science Certifications Paul Axtel Conflict and Communication training; Civil Rights training; Oregon Substitute Restricted Sub license; Pork Check off certified Highlights Volunteer management, public education of agriculture, supervisory skills, resourceful, diligent and persistent, committed to excellence in all activities, create positive environment. Have proficient use of internet for accessing, researching and sharing critical knowledge, social media use to maximize communication, adaptable, basic keyboard, computer skills, and ten key.

TEACHER

CLASSROOM TEACHER Professional Summary Skilled and experienced classroom teacher certified and licensed to teach in the State of South Carolina. Demonstrated knowledge of successful teaching, behavior modification and classroom management. Ready to help students by leveraging training, skills and many years of classroom experience. Skills Microsoft office with modern classroom technology Conflict Resolution Training IEP familiarity Organization/Planning First Aid and BLS CPR Training Positive learning environment Student-centered learning Lesson planning Classroom management Grading procedures Technology integration Punctual Inquiry-based learning Test proctoring Work History Classroom Teacher , 08/2014 to 06/2017 Company Name – City , State Performed all aspects of classroom management  Instructed students and provided individual support as needed. Documented attendance, assignments, grades and participation. Planned lessons, activities and trips to cover all required course material. Collaborated with parents, administrators and counselors to develop improvement plans for struggling students. Developed activities and integrated technology to diversify instruction. Met with parents to resolve conflicting educational priorities and issues. Created new lesson plans based on course objectives. Classroom Teacher , 08/1998 to 06/2014 Company Name – City , State Collaborated with parents, administrators and counselors to develop improvement plans for struggling students. Administered quizzes and tests to assess student understanding of material. Documented attendance, assignments, grades and participation. Fostered meaningful relationships among students through student field-trip retreats and team-work community service projects. Served on School Affiliation Board and revised the institute's policies and rules. Created new lesson plans based on course objectives. Met with parents to resolve conflicting educational priorities and issues. Classroom Assistant , 08/1989 to 06/1998 Company Name – City , State Maintained student safety in classroom and outside environments. Documented behaviors, interventions and results. Met with team of professionals from different disciplines to implement comprehensive action plan. Worked with individual students to provide personalized educational, behavioral and emotional support. Provided diverse assistance to teachers, including clerical support, classroom management and document coordination. Prepared instructional materials for group and one-on-one use. Developed and taught lessons on relevant children's books, poems, movies and themes to promote student interest. Interests Education/Parenting Teacher Activities:  South Carolina Education Association 4-H Member/Teacher Environmental Awareness Club Advisor  Prom Coordinator  and Junior Class Sponsor  Volunteer at Boys and Girls Club of Rock Hill  Detention Hall Teacher  Progressive Planning Committee  Emergency Action Team Member  First Responder Team Member Education Masters of Arts : Teaching Social Studies , May 2018 Winthrop University - City , State Teaching Social Studies GPA: 3.8 Bachelor of Arts : Sociology , June 1998 Coker College - City , State Sociology GPA: 3.0 April 2018 Rock Hill High School - Northwestern High School - City , State Skills Book, conferences, Conflict Resolution, CPR, staff training, First Aid, lesson plans, Microsoft office, Supervising, supervision, Teacher, Teaching, Tutoring, workshops Additional Information Grades 8th, 9th, and 11th Anchor Club Faculty Advisor Junior/Senior Prom Sponsor Member of First Responder Team Member of Emergency Action Team Bishopville Primary School August 1989 - June 1998 603 North Dennis Avenue, Bishopville, SC 29010 First Grade Teaching Assistant Adult Education/Parenting Teacher Activities: South Carolina Education Association 4-H Member/Teacher Anchor Club Advisor Environmental Awareness Club Advisor Prom Coordinator Class Sponsor Volunteer at Boys and Girls Club of Rock Hill Detention Hall Teacher Progressive Planning Committee Emergency Action Team Member First Responder Team Member Accomplishments Student Progress Conferences Conducted conferences with parents, administrators, testing specialists and social workers to discuss educational plans designed to promote students' educational/social development. Targeted Development Met with parents and guardians to discuss children's progress and to determine priorities and resource needs. Student Mentor Volunteered as temporary student guidance counselor to help resolve student personal issues. Curriculum Implementation Taught reading, language arts, social studies, mathematics, science, art and physical education to pupils utilizing course of study adopted by the Board of Education. Certifications SC  Certified SCST Read to Succeed certification First aid and CPR certified

TEACHER

Marilyn Hunter Summary Focused on providing professional service and support to every office visitor. Diligent about scheduling appointments, managing packages and routing mail to recipients. Positive nature with excellent people skills. Flexible hard worker ready to learn and contribute to team success. Skills Behavior modeling Compliance Leadership Teambuilding Work ethic Multitasking Active listening Troubleshooting Individualized care Multi-line telephone skills Office equipment operations Organization and efficiency Meticulous and organized Security understanding Experience Substitute Teacher | Company Name - City , State | 08/2015 - 03/2020 Enforced classroom routines to keep students on schedule and operating at consistent level. Implemented lesson plans assigned by classroom teacher to educate students about key concepts. Provided notes and reports on school day activities to primary teacher. Requested as substitute teacher based on excellent referrals and trusted performance. Engaged students in discussions to promote interest and drive learning. Educated students in various subjects to provide seamless transition during absence of head teacher. Maintained student attendance and assignment records to prevent lapses during teacher absences. Differentiated classroom and small group instruction to meet needs of students with various learning styles and abilities. Helped students build learning and study skills to achieve educational goals. Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities. Reported problem students to principal to maintain control of classroom. Managed high school classrooms during teacher absences. Stayed up to date with current regional curriculums to maintain readiness for long- and short-term substitute jobs. Oversaw pop quizzes, material exams and standardized tests to facilitate instruction. Assigned homework to students based on curricula and modified based on daily progress. Promoted learning by leveraging traditional and modern instructional strategies. Created lesson plans to address requirements of state curriculum. Led group sessions to reinforce concepts and applications of course content. Assisted fellow teachers with assignment development, special projects, tests, administrative updates and grading. Recorded attendance data to report to program managers. Taught reading, language arts, mathematics and other subjects utilizing course of study adopted by Board of Education. Administered quizzes and tests and documented grades to support accurate record-keeping. Taught students during teacher absences and kept up with lesson plans and student assignments. Substituted for teachers to practice handling classrooms of students. Elementary Computer Teacher | Company Name - City , State | 08/1999 - 09/2002 Created tests and assignments to assess student knowledge of presented coursework and lecture materials. Facilitated computer lab sessions, supervising such tasks as penetration testing, coding and script creation. Developed lectures addressing variety of computer science topics to engage and educate students. Built and expanded knowledge of IT trends by attending professional events, including workshops, seminars and conferences. Assisted students with developing thesis topics by offering suggestions and contacting appropriate research sources. Instructed students on use of technology tools and equipment as well as methods for accessing information. Set up and maintained classroom computers and equipment. Provided instruction on professional technology use and web etiquette. Devised project-based assignments to create opportunity for hands-on practice and skill building. Scored student assignments to measure comprehension. Attended seminars and workshops to discover latest advances in computer education. Crafted educational, straightforward and visually appealing slideshow presentations to guide lectures. Evaluated and adjusted course curriculum based on student overall performance and assessments. Receptionist | Company Name - City , State | 08/1998 - 06/1999 Scheduled and confirmed appointments. Answered and directed incoming calls using multi-line telephone system. Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules. Maintained daily calendars, set appointments with clients and planned daily office events. Sorted incoming mail and directed to correct personnel each day. Oversaw office inventory by restocking supplies and submitting purchase orders. Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment. Prepared packages for shipment by generating packing slips and setting up courier deliveries. Directed and oversaw office personnel activities. Answered phone calls, provided information to callers and connected callers to appropriate people. Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process. Managed customer complaints and rectified issues to complete satisfaction. Managed office paperwork, including scanning documents and routing business correspondence. Pulled and organized requested documentation. Greeted visitors and directed them to appropriate areas, verifying reasons for visit and verified information. Determined needs of visitors and provided information or solutions. Signed for packages, recorded all deliveries and distributed to personnel. Delivered key administrative support to coworkers, taking on additional tasks during peak times. Maintained accurate bookkeeping of important files and ran reports and delivered updates on occupancy and revenues to supervisor. Maintained office safety by screening visitors, updating logs and issuing temporary passes. Education and Training Albany State University | City , State | 05/1986 Bachelor of Science : Psychology

TEACHER

Kpandipou Koffi Summary Compassionate teaching professional delivering exemplary support and assistance to teachers and students. Display exceptional Communication and problem solving skills. Experience in office administration and public speaking. Attentive and adaptable, skilled in management of classroom operations. Effective in leveraging student feedback to create dynamic lesson plans that address individual strengths and weaknesses. Dedicated and responsive team leader with proven skills in classroom management, behavior modification and individualized support. Personable with experience using relationship-building to cultivate positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. High-performing Administrative Assistant offering experience working with diverse client base and delivering exceptional results. Polished in managing client relations, and managing vendor relationships. Results-driven assistant with track record of excelling in fast-paced office environments. Career-minded with talents in preparing reports, taking messages and sorting and routing mail. Comfortable working in fast-paced, demanding office environment. Energetic and reputable individual possessing strong work ethic, professional demeanor and superb initiative. Exceptional customer service and decision-making skills. Service-oriented individual with expertise in preparing and modifying documents, coordinating meetings and trips and preparing responses on behalf of company. Committed to establishing stellar rapport with clients of diverse backgrounds. Meticulous and systematic Administrative Assistant skilled in organizing, planning and managing daily clerical needs. Bringing solid expertise in coordinating documents, reports and records, handling correspondence and managing deliveries. Skilled in oral and written communication, team leadership and relationship-building. Comfortable working alone or with teams to accomplish on-time and accurate clerical tasks. Punctual Administrative Assistant known for having terrific work ethic and dynamic communication skills. Adept at preparing correspondence, memoranda and reports in both draft and final form. Skills Superb communication both verbal and written. Reliability and self sufficiency. Strong work ethic. Organizational and problem solving skills. Team player and multi tasker. Career minded, result driven, and goal oriented. Adaptable, positive, eager to contribute in any capacity. Microsoft Office Fluent in French and English Experience Assistant Teacher City , State Company Name / Jan 2010 to Jun 2011 Implemented lesson plans for class of 30 students. Prepared, duplicated and collected teaching materials to help students better understand learning concepts. Helped students take advantage of other available subject matter and study resources. Classroom restocking, support and management of operations. Arranged and led activities for students, including small group and individualized instructions. Assisted teachers with lesson preparation, curriculum implementation, and testing. Assistant Manager Intern City , State Company Name / May 2006 to Sep 2006 Spearheaded training initiatives to improve employee performance and bottom-line business results. Generated reports to assess performance and make adjustments. Increased customer base and market share by promoting product through diverse channels. Optimized productivity, streamlined program efficiency, and boosted profitability. Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction. Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations. Addressed internal and customer-related issues each day and affected strategic resolutions. Junior Editor City , State Company Name / Sep 2004 to Sep 2006 Determined appropriate page budgets and layouts to guide word count parameters, optimize use of images and graphics as well as maximize impact within allotted space. Evaluated reporter stories, shaped content and helped improve overall work quality through careful review, detailed editing and constructive feedback. Developed and deepened positive relationships with writing, design and production team members to improve communication and collaboration. Handed out story assignments, directed content meetings and evaluated submitted pieces to manage overall tone and execution of work. Decided readiness of articles for publication and approved final versions. Edited, rewrote and prepared numerous pieces per week by adjusting reading level to make understanding articles easier and more interesting. Oversaw layout design and worked with production team members to complete fresh monthly publications Education and Training MBA : Marketing IGlobal University Jun 2015 City , State Major in Marketing Completed coursework in BBA : Business Administration Golden Gate University Jun 2011 City , State International Student Scholarship Recipient Minor in International Business Associate of Arts Suffolk University Jun 2007 City Associate in International Business and Business Administration

TEACHER

PRESCHOOL TEACHER Professional Summary Detail-oriented teacher with experience. Demonstrated success in personal and professional settings providing range of document and text translation services. Skills MS Office Interpersonal Communication Planning and Coordination Basic Interpersonal Interpersonal Communication Customer relations Customer satisfaction English Math MS Office Neat Packaging Rapport Safety Sales Selling Teaching Phone Turkish Work History 06/2020 to Current Company Name – City , State Put final products together and efficiently organized items and packaging for shipment. Kept work areas organized, clean and free of hazards, promoting consistent productivity. Increased productivity by 15%. Maintained clean and neat work area to maximize productivity and prevent errors. Preschool Teacher , 08/2019 to Current Company Name – City , State Indiana Math and Science Academy, educating children younger than 5 to help prepare them for school by teaching basic learning concepts, such as numbers, colors, and shapes as well as to develop their social, motor, and language skills. Identified children in need of extra support for emotional, health-related, or developmental concerns and conceived improvement strategies. Implemented hands-on, play-based strategies such as games and crafts for experiential learning. Welcome Desk Representative and Gate Attendant , 01/2019 to 12/2020 Company Name – State Provided follow-through on all calls with confirmations and dissemination of requested information. Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs. Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings. Managed over 50 customer calls per day. Hospitality Desk Representative II , 01/2017 to 12/2020 Company Name – State Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions. Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings. Managed over 50 customers per day. Safe Sitter Instructor , 12/2016 to 12/2020 Company Name – City , State Providing informative class to young teenagers to teach how to safely maintain a safe environment for babysitting, handling tough situations as well as learning how to manage behavior. Increased positive performance from students in order to graduate the program. Managed 12 per students per class. Child Care Aide and Kids Night Out Aid , 09/2013 to 12/2020 Company Name – City , State Encouraged child involvement in classroom experiences and group interaction. Modeled appropriate activities and positive behavior management. Performed as a positive role model, promoting healthy interpersonal behaviors. Managed 20 students per room with another aide. Education Bachelor of Arts : English, Psychology , 05/2021 Indiana University - Purdue University - City , State Latino Studies , 05/2021 Indiana University - Purdue University - City , State Associate of Science : Liberal Arts Ivy Tech Community College Of Indiana - City , State Interests ACCOMPLISHMENTS , President of Muslims Student Organization at IUPUI Vice President of Active Minds Chapter at IUPUI Social Media of Muslim Student Organization at IUPUI Languages Turkish Native English Native / Bilingual

TEACHER

HISTORY TEACHER Experience History Teacher , 08/2006 to Current Company Name – City , State Seventh grade World History teacher at Southwest Middle School, Chatham County, Savannah, Ga. Instruct four inclusion class. Students have diverse academic backgrounds. Charge with teaching Georgia history, geography, civics and economics. Connect events to daily study of history, enhance opportunities for higher order thinking skills and writing. Taught [U.S History, World history and Georgia History] history to audience of more than [30 ] students each [60 min]. Designed lesson plans, course handouts and homework assignments based on textbook material and coursework. Taught [Social Studies] to diverse class of [30] students. Led groups of youth in discovery exercises and offered personalized support to individuals in need of extra assistance. Developed, administered and graded tests and quizzes promptly to provide quick feedback. Established and enforced rules for behavior and procedures for maintaining order among class of [30} students. Used variety of teaching techniques to encourage student critical thinking and discussion in [Reading, L,A, and Social Studies] course. Managed and controlled office supply inventory to ensure timely ordering or requisition of depleted or low-level stock. Tracked class attendance and student progress. Developed interesting course plans with multimedia learning tools to meet academic, intellectual and social needs of students. Applied progressive teaching principles to class of [30] students, improving standardized tests scores by [5]% in [60 min] period. Created immersive activities and utilized [Instructional Programs] technology to enhance instruction. Developed and maintained effective frameworks, standards and requirements. Collaborated with project leaders and stakeholders to accomplish objectives. Conducted [four] classes each week focused on [Reading and Social Studies]. Combined discipline plan with effective measures and lesson plans to increase concentration, participation and progress student accountability. Kept youth safe and secure at facility and in public. Coordinated after school tutoring hours with other teachers to help students in need of extra attention. Observed and documented behaviors and actions of students. Developed and implemented interesting and interactive learning media to increase student understanding of course materials. Provided feedback on individual actions, behaviors and verbal responses. Created and enforced child-based hands-on curriculum to promote student interest and receptive learning. Provided continuous evaluation of program operations as compared with established mission and set parameters. Supported departmental program development, curriculum planning and committees with subject matter expertise and solid educational background. Maintained ethical standards and status as role model to students by adhering to professional ethics at all times when presenting lessons and interacting with students. Maintained strong knowledge and memory of important history dates, locations and events. Trained, mentored and supervised 2] student teachers assisted with grading, administering tests and [Classroom and Lesson plans]. History Teacher , 08/2002 to 07/2006 Company Name – City , State Fifth grade social studies teacher at Thunderbolt Elementary Marine Science Academy. Chatham County, Savannah, Ga.  Teach Social Studies to 110 students daily from a variety of different backgrounds for example, Gifted, EIP, and other special needs. Charged with Promoting in students an appreciation of American ideals and cultural heritage, motivate students to a understand and exercise his/her rights, privileges, and responsibilities as a citizen. Developed lesson plans to teach course materials according to schedule. Performed student background reviews to ascertain learning deficiencies and strengths to develop tailored lessons based on student needs. Combined discipline plan with effective measures and lesson plans to increase concentration, participation and progress student accountability. Maintained ethical standards and status as role model to students by adhering to professional ethics at all times when presenting lessons and interacting with students. Taught [Social Studies] to diverse class of [30] students. Maintained strong knowledge and memory of important history dates, locations and events. Observed and documented behaviors and actions of students. Achieved score of [200% on state reading test. Created and enforced child-based hands-on curriculum to promote student interest and receptive learning. Compiled and produced documents, reports and filed, copied or faxed required papers to appropriate parties. Conduct{ 4] classes each week focused on [Social Studies]. Provided feedback on individual actions, behaviors and verbal responses. Employed [Culturally responsive educational] techniques to encourage student learning and build community within classroom. Led groups of youth in discovery exercises and offered personalized support to individuals in need of extra assistance. Implemented student discipline measures, decreasing classroom disruptions by [25]%. Trained, mentored and supervise 2] student teachers assisted with grading, administering tests and [Lesson Plans ,Grouping, and Classroom management]. Translated operational directives into program roadmaps. Collaborated with project leaders and stakeholders to accomplish objectives. Earned positive feedback from parents regarding classroom instruction and student learning success. Developed and maintained effective frameworks, standards and requirements. Provided continuous evaluation of program operations as compared with established mission and set parameters. Developed, administered and graded tests and quizzes promptly to provide quick feedback. Coordinated after school tutoring hours with other teachers to help students in need of extra attention. Established and enforced rules for behavior and procedures for maintaining order among class of [30] students. Created immersive activities and utilized [techniques to integrating technology to enhance instruction. Applied progressive teaching principles to class of 30] students, improving standardized tests scores by [10]% in [60 min] period. Developed and implemented interesting and interactive learning media to increase student understanding of course materials. Designed compelling lesson plans focused on literature and writing learning goals for [struggling learners] level classes. Kept youth safe and secure at facility and in public. Used variety of teaching techniques to encourage student critical thinking and discussion in [Social Studies] course. Developed and implemented skill-building activities focused on [Reading Level] and ] abilities. History Teacher , 01/1989 to 01/2002 Company Name – City , State Fourth grade teacher Frank W. Spencer Foreign Language Academy. Charged with teaching higher order thinking skills and providing a challenging curriculum to the gifted cluster in a self-contained class.  The Co- founder of the Respect Yourself club. Developed to provide life skills to low achieving students. The Jiu-Jitsu instructor in the after-school tutorial program, and In-Tech instructor for teachers. Implemented student discipline measures, decreasing classroom disruptions by 25]%. Developed, administered and graded tests and quizzes promptly to provide quick feedback. Employed [Culturally Responsive Teaching] techniques to encourage student learning and build community within classroom. Maintained strong knowledge and memory of important history dates, locations and events. Developed and implemented interesting and interactive learning media to increase student understanding of course materials. Trained, mentored and supervise {2] student teachers assisted with grading, administering tests and [Classroom management, Lesson Plans]. Trained, mentored and supervised [2] student teachers assisted with grading, administering tests and [assigning, task, documentation, and classroom management]. Coordinated after school tutoring hours with other teachers to help students in need of extra attention. Established and enforced rules for behavior and procedures for maintaining order among class of [30] students. Compiled and produced documents and reports and filed, copied or faxed required papers to appropriate parties. Presented at industry conferences to audiences of up to [30] students and professionals. Created and enforced child-based hands-on curriculum to promote student interest and receptive learning. Developed and maintained effective frameworks, standards and requirements. Taught [World History] to diverse class of 30 students. Provided continuous evaluation of program operations as compared with established mission and set parameters. Developed interesting course plans with multimedia learning tools to meet academic, intellectual and social needs of students. Military Police , 07/1976 to 10/1979 Company Name – City , State Authored daily activity, incident, safety, repair and irregularity reports including equipment and property damage, theft, unauthorized presence or unusual occurrences. Monitored and authorized access to restricted areas by employees and visitors to guard against theft and incursion. Provided daily briefings to [Military post and duties] on such topics as safety and risk assessments. Created document filing system, organizing mission-critical documents within SCIF facility. Managed receipt, storage and issue of ammunition processes. Managed 12] employees in combat operations and tactical guidance to ensure optimal productivity. Developed top talent by leading training initiatives for combat preparation. Led military police teams in support of battlefield operations. Trained and instructed subordinates and supported units on [Guard duty  ] training. Instructed personnel on ways to reduce environmental hazards and proper use of PPE. Led diverse training simulations to prepare teams for combat and emergency situations. Completed 6-8 hours] patrols of assigned areas within operations areas. Education Ph.D. : Philosophy in Education , 2019 Northcentral University - City , State [3.7] GPA Dissertation: [Elementary Teachers Experiences of Teaching Culturally Responsive Education to African American Elementary male Students. A Phenomenological Study] Major in [Curriculum and Teaching Master of Arts : Curriculum Instruction , 2008 Nova Southeastern University - City , State Master of Arts : Teaching and Learning , 2007 Nova Southeastern University - City , State Bachelor of Science : Bussiness Management , 1986 Savannah Arts Academy - City , State Completed coursework in [Reading ], [Language Arts ],{ Reading Endorsement} and [Gifted - in Field] General Education : Bussiness , 1981 Thomas Nelson Community College - City Hampton, Va. Courses in Business Certification Major in [ Subject ] Summary Seeking Middle School Reading or Social Studies teaching position that enables one to use my Instructional reading skills with technology. Adapted History Teacher] offering [30] years of experience in teaching diverse history lessons to large groups of students by devising lectures and course cohesive with different learning styles. Resourceful in contributing to creation, execution and evaluation of curriculum to continually advance program. Collaborative in assisting with textbook selection for history department. Effective educator with diverse talents in preparing history lessons, delivering lectures to students, creating accompanying multimedia presentations, assigning homework and administering exams. Personable in answering students' questions about lecture information, course materials, homework and exams to provide clarity, deliver solutions, prompt further research and spark discussions on important historical topics. Innovative Program Officer enthusiastic about having a positive impact on Teaching and learning[] by overseeing results-oriented programs in [History]. Veteran team leader and complex problem-solver with [30] years of related experience. Affiliations Professional Development Attended Seminars and workshops: Learning styles. Sexual Education for (4-8), Inclusion, Child abuse, (TQM) total quality management, differentiated instructions, Issues and Trends in education in reading, In-Tech Redelivery, (WOW) Working -on-the work, Reading renaissance, International Baccalaureate Middle years program training for Humanities level 1 Leadership Served as fourth grade chairman for (4) years, (BLT) Building Leadership team for (3) years, Block- Scheduling Team (2) years, Veteran Day coordinator (2) years Black History Coordinator (2) years and American Education week (2) years. Highlights Teaching Certified Teacher Lesson Planning Special Education Progress Reports Social Studies History Teamwork / Collaboration Learning Styles World History, Ability to motive and inspire children through enthusiastic imaginative presentation. High level of resourcefulness and creativity, joint with excellent organizational... Good communication skills. A indisputable interest in children. Ability to build up a positive relationship with parent Additional Information Awards Teacher of The Year (1994) and (2002), Veteran Day Parade first place entry Award (Elementary), Crystal Apple Award, Junior Achievement Award, Kiwanis Club Award and featured in Articles in newspapers entitled, Respect Yourself club and Summer Academy

TEACHER

LEAD TEACHER Accomplishments Chosen to participate as part of a collaborative with Amelia Gambetti (Reggio Schools, Reggio Emilia, Italy, USI and Deaconess Children's Center Lead Teacher - Little Husky World Mind in the Making training Director of Little Husky World and TLC Nursery. Chosen to participate as part of a Reggio collaborative with Amelia Gambetti (Reggio Municipal Schools, Reggio Emilia, Italy), USI and Deaconess Children's Center  Lead Teacher - Little Husky World  Mind in the Making training  Previously Director of Little Husky World and TLC Nursery. Professional Summary Lead teacher/site director capable of managing groups of children. Patient educator who collaborates successfully with children, parents and staff. Enthusiastic Lead Teacher/site director offering 25 years experience in early childhood education. Passionate about child development and learning. Friendly, outgoing and adaptable in approach capable of successful collaboration with children, parents and staff. Enthusiastic Lead Teacher/site director offering 25 years experience in early childhood education. Passionate about child development and learning. Friendly, outgoing and adaptable in approach capable of successful collaboration with children, parents and staff. Enthusiastic Lead Teacher/site director offering 25 years experience in early childhood education. Passionate about child development and learning. Friendly, outgoing and adaptable in approach capable of successful collaboration with children, parents and staff. Skills Classroom management Creation of forms for data Payroll Schedule activities and field trips Maintain tuition data and receipts Knowledge of excel/word/power point Work within a budget Snack/Meal Planning Classroom management Team building Creation of forms for data  Schedule activities and field trips  Knowledge of excel/word/power point  Work within a budget Snack/Meal Planning Maintained tuition payment schedule/posting payments/maintaining records/provided receipts Payroll Classroom management Team building Creation of forms for data  Schedule activities and field trips  Knowledge of excel/word/power point  Work within a budget Snack/Meal Planning Maintained tuition payment schedule/posting payments/maintaining records/provided receipts Payroll Classroom management Team building Creation of forms for data  Schedule activities and field trips  Knowledge of excel/word/power point  Work within a budget Snack/Meal Planning Maintained tuition payment schedule/posting payments/maintaining records/provided receipts Payroll Work History Lead Teacher Company Name - City , State 10/1992 - Current Adopted technological advancements that engaged and empowered children. Motivated teaching staff to continually improve strategies and maximize student learning. Planned and prepared activities for preschool students. Provided an open and loving environment where children could express themselves and direct their own learning. Modified the general education curriculum for special-needs students based upon a variety of instructional techniques and technologies. Developed activities and integrated technology to diversify instruction. Planned, implemented, monitored, and assessed a classroom instructional program which was consistent with Paths to Quality and NAEYC Accreditation.  Provided key support for Ivy Tech practicum students. Created new lesson plans based on course objectives. Met with families on a daily basis.  Parent/family meetings offered/home visits scheduled to discuss student developmental progress or address issues.  Liaison between families and administration. Completed documentation on individual children as well as administered assessments for each child and tracked results - ISTAR-KR, GOLD Teaching Strategies Certified CPR First Aid instructor Red Cross and ProTrainings. Present. Certified to teach/skill test CPR/First Aid to large and small groups. Photographer/EMT/Cook Company Name - City , State Assist and back up paid personnel at medical, accident and fire scenes. Prepare and assist rehab/observation area for fire fighter recovery on scene. Plan and prepare meals for large groups. Plan, schedule and participate in PR events. Lead Teacher Company Name - City , State 10/1992 - Current Completed documentation on individual children and teachers for recordkeeping - Gold Teaching Strategies Administered assessments for each child and tracked results - ISTAR-KR Adopted technological advancements that engaged and empowered children. Motivated teaching staff to continually improve strategies and maximize student learning. Planned and prepared activities for preschool students. Provided an open and loving environment where children could express themselves and direct their own learning. Modified the general education curriculum for special-needs students based upon a variety of instructional techniques and technologies. Developed activities and integrated technology to diversify instruction. Planned, implemented, monitored, and assessed a classroom instructional program which was consistent with Paths to Quality and NAEYC Accreditation.  Provided key support for Ivy Tech practicum students. Created new lesson plans based on course objectives. Met with families on a daily basis.  Parent/family meetings offered/home visits scheduled to discuss student developmental progress or address issues.  Liaison between families and administration. Education BS : Early Childhood/Special Ed Ball State University - 2018 Early Childhood/Special Ed Associate of Science : Early Childhood Education Ivy Tech Community College - City , State 2003 Associate of Science : Early Childhood Education Ivy Tech Community College - City , State 2003 Certified EMT ­ : Onsite Hss : City , State 2003 AA Early Childhood Education ­ Ivy Tech ­ Evansville IN Skills budget, CPR, First Aid, forms, prepare meals, excel, power point, word, Payroll, personnel, PR budget, create forms, excel, power point, word, payroll Certifications EMT  Red Cross/ProTrainings First Aid/CPR/AED Instructor and Skills Tester CPR/First Aid/AED Certified First aid and CPR certified Mind in the Making

TEACHER

TEACHER ASSISTANT Work History Company Name Professional Summary Currently working towards my Education/Career goals of obtaining my BA in Psychology in order to demonstrate my passion working with Elementary Youth in a classroom setting. My goal is to diversify my educational experience to become a more Proficient Educator/Administrator. Currently working towards my Education/Career goals of obtaining my BA in Psychology in order to demonstrate my passion working with Elementary Youth in a classroom setting. My goal is to diversify my educational experience to become a more Proficient Educator/Behavioural Specialist Currently working towards my Education/Career goals of obtaining my BA in Psychology in order to demonstrate my passion working with Elementary Youth in a classroom setting. My goal is to diversify my educational experience to become a more Proficient Educator/Behavioural Specialist Accomplishments Improved reading Lexile's in student which in turn helped student undergo Reclassification. CPR AA, Mandated Reporting, Incident Reporting Training Certified. Skills Conducted Peer Council with Youth Assigned Books based on Reading level Supported Students with Special Needs Engaged Student with Positive Language Instructed Personalized Lesson Plans Critiqued student Project rather than correcting it Addressed Challenging Student Behavior Developed Strong Problem-Solving Skills Conducted Peer Council with Youth to nature problem solving skills  Assigned Books based on Reading level  Supported Students with Special Needs by developing Behavioral and Academic plans Engaged Student with Positive verbal and body language Instructed Personalized Lesson Plans based on classroom nature and interest Critiqued student Project rather than correcting it Conducted Peer Council with Youth to nature problem solving skills  Assigned Books based on Reading level  Supported Students with Special Needs by developing Behavioral and Academic plans Engaged Student with Positive verbal and body language Instructed Personalized Lesson Plans based on classroom nature and interest Critiqued student Project rather than correcting it Conducted Peer Council with Youth to nature problem solving skills  Assigned Books based on Reading level  Supported Students with Special Needs by developing Behavioral and Academic plans Engaged Student with Positive verbal and body language Instructed Personalized Lesson Plans based on classroom nature and interest Critiqued student Project rather than correcting it Work History Teacher Assistant , 01/2013 to 06/2016 Company Name – City , State Worked in cohorts with a team of T.A to provide classroom support with Tier I and Tier II who were not at reading and writing criteria according to common core standards, to help them undergo reclassification. Executive Director Assistant , Company Name – City , State Managed entire private school database and met weekly with administrators to obtain updated requirements for testing new potential EL Learner. Provided logistical support for Department Director on every day to day office operations Executive Director Assistant , 07/2013 to 07/2016 Company Name – City , State Managed entire private school database and met weekly with administrators to obtain updated requirements. for testing new potential EL Learner. Attended classroom audits in classroom observations performed by EL. Specialist. As well as logistical support for our Department Director on every day to day operations. EXL Tutor & ELA Academic Tutor , 08/2017 to Current Company Name – City , State Provided an enriched classroom environment to a class of 20 1st grade students during afterschool. Supported students through homework, mathematics, reading, and enrichment activity tied to common core standards. EXL Tutor &; ELA Academic Tutor , Current Company Name – City , State Provided an enriched classroom environment to a class of 20 1st grade students during Afterschool program while Supported through homework, mathematics, reading, and enrichment activity tied to common core standards. EXL Tutor & ELA Academic Tutor , Current Company Name – City , State Provided an enriched classroom environment to a class of 20 1st grade students during afterschool. Supported students through homework, mathematics, reading, and enrichment activity tied to common core standards. EXL Tutor &; ELA Academic Tutor , Current Company Name – City , State Provided an enriched classroom environment to a class of 20 1st grade students during afterschool. Supported students through homework, mathematics, reading, and enrichment activity tied to common core standards. Education Associate of Arts : Psychology , 2019 California State University, Los Angeles - City , State Currently close to obtaining my B.A in Psychology, intending on going to graduate school right after obtaining my bachelors Associate of Arts : Liberal Arts , 2015 Los Angeles Trade Technical College - Liberal Arts Skills Council, database, Lesson Plans, Director, mathematics, Problem-Solving Skills, Reading Certifications CPR Certificated american Heart association Mandated Reporting Certified 

TEACHER

TEACHER ASSISTANT Skills Accounts Payable, Advertising, Bookkeeping, Budgets, Charts, Customer Service, Financial Reporting, Payroll, Spreadsheets Professional Summary Energetic Teacher Assistant specializing in Mathematics. Energetic Tutor enthusiastic about working with pre-teen students. Excited to grow individual confidence and skill. Outgoing, reliable and caring. Teacher Assistant and Tutor familiar with Mathematics and Reading. Well-developed Mathematics abilities. Seek to utilize subject expertise to assist students in grasping materials and improving test scores. Computer savvy and familiar with iReady, TenMarks and Accelerated Math. Caring Tutor passionate about helping students excel academically. Skills Kind and empathetic Self-motivated Strong written and verbal communicator Positive and encouraging Standardized testing scoring Fast learner DIBELS knowledge Strong background in Mathematics Work History October 2017 - Current Teacher Assistant | Company Name | City , State Assist with instruction up to 87 students individually and in groups. Observe and evaluate students' performance, behavior, and social development. Assistant with supervision of an average of 200 students in classrooms, halls, and cafeteria on a daily basis. Maintain accurate and complete assessment scores for 87 students. Work with other teachers and administrators to instruct students. November 2016 - May 2017 Day Tutor | Company Name | City , State Assisted 5th grade students with daily classroom assignments. Pulled students and worked one on one to enhance reading and math skills. August 2014 - May 2016 Substitute Teacher | Company Name | City , State Proctored quizzes, tests, and standardized examinations. Instructed, tutored, and mentored individual students. Utilized technology to enhance student education and grasp of materials. Completed documentation of attendance, grades, and other required details. Led classroom activities for play-based and immersive learning. Implemented prepared lesson plans in established classrooms. Maintained a safe and orderly classroom. Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs. September 2013 - May 2014 Reading Tutor | Company Name | City , State Instructed up to 30 students individually and in groups. Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities. Assessed students' reading levels using DIBELS Next and Leveled Reading Passages. Enforced the school's student discipline code to deal with problem situations. Preserved the confidentiality of student records and information at all times. Determined student strengths and weaknesses through DIBELS, STAR testing and weekly assessments. Selected age-appropriate stories and read them aloud during daily story time. July 2009 - Current Business Partner / Co-owner | Company Name | City , State Perform all bookkeeping and financial reporting responsibilities. Assure IFTA and FMCSA compliance. Support with daily operational functions. Analyze departmental documents for appropriate distribution and filing. Obtain documents, clearances, certificates and approvals from local, state and federal agencies. January 2005 - January 2006 Payroll Administrator /Accounts Payable | Company Name | City , State Payroll using Timberline System. Accounts Payable using Timberline System Maintained various company charge accounts. January 2002 - June 2004 Loan Control Specialist I | Company Name | City , State Processed Uniform Commercial Codes (UCCs) online at state websites. Performed telephone customer service. January 2001 - September 2001 Key Accounts Rep Assistant / Administrative Assistant | Company Name | City , State Tracked Key Accounts of Secondary Advertising Budgets.  Ran various Focus reports. Assisted with spreadsheet maintenance. June 1996 - December 2000 Administrative and Financial Assistant | Company Name | City , State Maintained and processed all hourly & salary payroll Prepared numerous forecasts, charts & spreadsheets. Followed-up on Accounts Payable discrepancies for over 100 vendors. Worked directly with CFO to achieve plant manager support. Supported Chief Operating Officer with daily operational functions. Analyzed departmental documents for appropriate distribution and filing. Education 2007 MBA : Business Administration University of Phoenix Online , City , State Business Administration 1993 B.S.B.A : Business Administration and Management Information Systems University of Southern Mississippi , City , State Business Administration and Management Information Systems

TEACHER

MATH TEACHER Menrit Mansour Professional Summary Educational professional accomplished in organizing teacher curricula, creating full year course pacing guides, creating and implementing engaging and interactive lessons that combine real-life experience and provide the highest level of education for each student. Skills Word, Excel, and PowerPoint •Advanced knowledge and skills in using media tools for teaching purposes such as Prezi presentations, Youtube video creation, Wiki Pages, Mathematica, and Popplet Managing classroom for diverse populations Strong collaborator Technological instruction Effective time management Tailoring curriculum plans Positive learning environment Classroom discipline Student motivation Managing classroom for diverse populations Strong collaborator Technological instruction Effective time management Tailoring curriculum plans Positive learning environment Classroom discipline Student motivation Work History Math Teacher , 08/2014 to Current Company Name – City , State Lead teacher , 01/2013 to 01/2014 Company Name – City , State for Math 7 (4 classrooms) and Intervention for Math 7 (1 classroom) Prepared all pertinent materials; assigned and graded all class work and homework assignments Created overall Unit Plans for each classroom and daily lesson plans to accommodate each set of students and their needs, in collaboration with other teachers and Common Core Standards Differentiated materials for English Language Learners and Learners with Special Needs or Learning Disabilities Attended and participated in Math 7 teacher focus group to plan weekly lessons and discuss teaching methods and strategies. Student Teacher , 01/2012 Company Name – City , State Lead teacher for Algebra II (3 classrooms) and Fundamentals of Geometry (1 classroom) Prepared all pertinent materials; assigned and graded all class work and homework assignments Created overall Unit Plans for each classroom and daily lesson plans to accommodate each set of students and their needs Differentiated materials for English Language Learners Prepared and administered all formative and summative assessments Attended and participated in Algebra II teacher focus group to plan weekly lessons and discuss teaching methods. Student Teacher , 01/2012 Company Name – City , State Lead teacher for Algebra I (4 classrooms) Prepared all pertinent materials; assigned and graded all class work and homework assignments Prepared and administered all formative and summative assessments Created overall Unit Plans for each classroom and daily lesson plans to accommodate each set of students and their needs Differentiated materials for English Language Learners and Learners with Special Needs or Learning Disabilities Prepared and administered States exams such as STAR Testing Attended monthly staff meetings to address classroom issues. Student Teacher , 01/2012 Company Name – City , State Assisted teacher in ELL/Sheltered Algebra I classroom Tutored students in Algebra I by preparing them for exams and helped them complete homework assignments Worked one-on-one with bilingual students in their native language Assisted students with weekly vocabulary designed to expand their language and comprehension skills Taught one lesson at the end of the semester and differentiated the materials to meet the ELL students’ needs Conducted a case study for 2 ELL students at various stages in their Language Learning Program. Cash Office Associate , 01/2007 to 01/2013 Company Name – City , State Balance store safe and registers daily as well as make deposits. Work as a cashier, assist customers with purchasing items Maintain a clean environment for workers and customers, and help fellow workers with operating the registers. Work at the customer service desk, assist customers with returns and complaints, answer phone calls, and manage the break schedule for fellow workers. Help floor associates build fixtures and organize merchandise. Work in layaway; assist customers with the proceedings of layaway, and stock layaways. Receptionist/Physical Therapy Assistant , 01/2010 to 01/2013 Company Name – City , State Answer phone calls, schedule patients, make patient charts, complete patient registration and all the billing for the office. Set up patients on the electrical-stimulation machines and apply cold/hot packs as needed. Perform ultrasound for patients as requested by the physical therapist. Assist patients with their exercise prescription as well as train them on proper exercise machine use. Math Teacher , 08/2014 to Current Company Name – City , State Education Master of Arts : Teaching Mathematics , December 2012 University of Southern California - City , State Teaching Mathematics Bachelor of Science : Applied Mathematics , June 2011 University of California - City , State Applied Mathematics Skills Arabic, Balance, billing, cashier, charts, customer service, English, focus, managing, materials, Math 7, Mathematica, meetings, Microsoft programs, Excel, office, PowerPoint, Word, presentations, purchasing, QuickBooks, teaching, teacher, phone, video

TEACHER

SUBSTITUTE TEACHER Summary Receiving an education on Psychology and pursuing my teaching certification,ha been the best professional accomplishment I have achieved. The teaching in the absence of the teacher helped me understand that I have  a background to implement the strategist teach. Sales Manager successful in relationship and team building. Motivates sales teams to exceed sales goals with track record of consistently achieving employee retention, skilled in leading teams to set record-high sales figures, expand existing territories and develop new accounts. Achieve record-setting revenue gains. Talented, effective at multi- tasking and reaching sales targets. Builds loyalty and long-term relationships with customers Business development executive experienced in all aspects of sales and marketing, contract negotiation and account management. Driven professional who effectively builds loyalty and long-term relationships with customers while consistently exceeding sales targets. Accomplishments 8620 Spectrum Center Blvd. San Diego, CA 92123 Accomplishments Attentive Sales Manager with track record of consistently achieving employee retention and sales goals. 8 years in sales, customer service and personnel and payroll management. Driven to exceed goals and expectations. Talented sales professional effective at multi-tasking and reaching sales targets. Builds loyalty and long-term relationships with customers. Experience Substitute Teacher 01/2016 to Current Company Name Manage classrooms, and help children throughout the day, by assessing the lesson of the day. Maintaining discipline in the classroom. 10/2011 to 01/2017 Company Name City , State Advised prospective employees on various tips and tricks that would assist them in gaining employment in the organization. Implement effective HR policies to ensure all practices are following labor and employment regulations. Increased employee retention above 90% by rigorously maintaining a positive work environment. Develop targeted outreach recruitment programs to recruit more minorities and meet affirmative action requirements. Created a website with an embedded database and FTP functionality to enable online recruitment for the organization and reducing recruitment costs by 10%. Develop user friendly application forms and questionnaires to be used by the organization during staff recruitment and interviewing. Arbitrate labor disputes in collaboration with the legal department. Operations Sales Manager 09/2008 to 10/2011 Company Name City , State Established operational objectives and work plans and delegated assignments to subordinate managers. Supervised a team of 15 area managers and 35 associates. Developed executive presentations and reports to facilitate project evaluation and process improvement. Directed planning, budgeting, vendor selection and quality assurance efforts. Defined clear targets and objectives and communicated them to other team members. Reviewed sales, customer concerns and new opportunities to drive business strategy at weekly planning sessions. Assessed vendor products and maintained positive vendor relations. Supported the sales team in writing proposals and closing contracts. Developed quarterly and annual sales department budgets. Developed a comprehensive training program for new sales associates. Reviewed operational records and reports to project sales and determine profitability. Trained all incoming sales team members. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices. Insurance Agent 08/2005 to 08/2008 Fred Loya Insurance - Eagle Pass TX 78852 Met with existing and prospective clients each week to select appropriate insurance policies. Calculated quotes and educated potential clients on insurance options. Tracked the progress of all outstanding insurance claims. Calculated premiums and established payment methods for sales. Identified and solicited sales prospects in agency databases. Evaluated leads obtained through direct referrals, lead databases and cold calling. Modeled exceptional customer service skills and appropriate diagnostic sales techniques. Collected all premiums on or before effective date of coverage. Contributed ideas and offered constructive feedback at weekly sales and training meetings. Education and Training High School Diploma 2000 Eagle Pass High School City , State Associate of Science MEDICAL 2009 KAPLAN UNIVERSITY City , State Bachelor of Arts : Psychology minnor on Child Development 2017 Psychology Child Development Languages Fluent in English and Spanish Skills agency, budgeting, budgets, business strategy, closing, cold calling, interpersonal, communication skills, Excellent Communication, oral, contracts, Critical thinking, clients, Client Relations, Customer Service, customer service skills, databases, database, Fluent in English, forms, FTP, HR, Insurance, Leadership, legal, Marketing, meetings, Mergers and acquisitions, Works, organizational, policies, executive presentations, Problem Solver, process improvement, progress, proposals, quality assurance, recruitment, sales, sales and training, Spanish, Strategic marketing, supervision, Time management, vendor relations, website, written

TEACHER

ASSISTANT TEACHER Summary Energetic Childcare Provider with 7+ years working with children in settings such as a day care center, in home nanny, and elementary schools. Works well as part of a team while following all teacher-driven directives. Proactive and self-sufficient in creating innovative ways to deliver curriculum. Skills Positive reinforcement methods Professional babysitter and nanny Qualified tutor Understands developmental disorders Active listener Infant, toddler and preschool curriculum expert Skilled in working with special needs children Reliable and punctual Friendly Cheerful and energetic Behavior management techniques Playful Engaging Active listening Arts, crafts and games Calm under pressure Self-motivated Certifications First Aid, CPR, and CPI Certified. Experience 04/2016 to Current Company Name － City , State Promoted good behavior by using the positive reinforcement method. Taught basic education principles while complying with IEP and ARD goals. Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps. Administered medication and minor first aid to sick and injured students. Maintained a child-friendly environment by allowing frequent access to outdoor activities. Addressed behavioral and learning issues with parents and daycare management staff. Engaged with children individually to meet their emotional and physical needs. Sparked imagination by helping children discover new things each day. 09/2015 to 04/2016 Assistant Teacher Company Name － City , State Promoted good behavior by using the positive reinforcement method. Promoted language development skills through reading and storytelling. Assisted the lead teacher with snack time, arts and crafts and putting the children down for naps. Relieved the head teacher and toddler teacher. Kept classrooms clean by sterilizing and disinfecting children's toys and surfaces. Organized small groups of children while transitioning to and from outdoor play. Administered medication and minor first aid to sick and injured students. Dressed children and changed diapers. Communicated regularly with parents about daily activities and behaviors. Offered parents detailed daily reports that outlined their child's day. Maintained a child-friendly environment by allowing frequent access to outdoor activities. Addressed behavioral and learning issues with parents and daycare management staff. Engaged with children individually to meet their emotional and physical needs. Sparked imagination by helping children discover new things each day. Encouraged child involvement in classroom experiences. 09/2016 to 09/2017 In Home Nanny Company Name － City , State Organized activities that developed child's physical, emotional and social growth. Redirected child to encourage safe, positive behaviors. Physically and verbally interacted with child throughout the day. Made nutritious snacks and meals for child. Established and maintained a safe play environment for the child. Monitored child's play activities to verify safety and wellness. Taught child personal care behaviors, including toilet training and feeding. Education and Training 2013 High School Diploma Crossroads College － City , State Skills Being able to work as a a team to help de-escalate situations.

TEACHER

KINDERGARTEN TEACHER Summary I have been an elementary educator for Henrico County Public Schools for 16 years. I have taught Head Start, Federal Preschool Programs, first grade and kindergarten. Prior to my teaching career, I worked in administration and management and have experience with accounting, ordering, payroll, computer systems, scheduling and interacting with the general public in multiple capacities. Skills Meticulous attention to detail Professional communication Conflict resolution techniques Strong problem solver   Account Reconciliations Cost accounting Flexible and adaptive Intimate knowledge of school system Experience Kindergarten Teacher August 2011 to Current Company Name － City , State Served as Team leader for three years. Served as collab partner with special education specialist for three years. Encouraged students to persevere with challenging tasks. Set and communicated ground rules for the classroom based on respect and personal responsibility. Mentored and counseled students with adjustment and academic problems. Took appropriate disciplinary measures when students misbehaved. Differentiated instruction according to student ability and skill level. Encouraged children to be understanding of others. Promoted good behaviors, accountability and social responsibility. Head Start/Federal Preschool Programs Teacher August 2006 to July 2011 Company Name － City , State Encouraged parents to take an active role in their child's education. Encouraged students to explore issues in their lives and in the world around them. Enhanced reading skills through the use of children's literature, reader's theater and story time. Delegated tasks to teacher assistants and volunteers. Established positive relationships with students, parents, fellow teachers and school administrators. Taught students in various stages of cognitive, linguistic, social and emotional development. First Grade Teacher November 2003 to July 2006 Company Name － City , State Served as team leader for one year. Served as collab teacher with special education specialists for one year. Strengthened parent-teacher and parent-child communication by holding regular parent-teacher conferences. Created lesson plans in accordance with state curriculum and school-wide curriculum standards. Taught students to exercise problem solving methodology and techniques during tests. Observed and assessed student performance and kept thorough records of progress. Head Start Teacher August 2001 to November 2003 Company Name － City , State Visited family homes twice yearly. Supervised children on monthly field trips to local parks, museums and zoos. Conducted monthly parent meetings. Adhered to Federal Head Start guidelines such as family style dining, developing individual student plans, and daily centers. Supervised and assigned daily duties to classroom assistant. Attended after school functions to help build a stronger community/school relationship. Interventionist January 2001 to June 2001 Company Name － City , State Provided supplemental teaching to small groups of students who needed extra assistance based on state testing results. Created lessons based on state requirements. Observed and assessed student performance and kept thorough records of progress. Encouraged students to persevere with challenging tasks. Assistant Manager July 1998 to August 2000 Company Name － City , State Managed a retail foods grocery store during assigned shifts. Oversaw store operations, including staff assignments and production lists. Assessed customer needs and responded to questions. Managed ordering for the store and represented store at national trade shows. Developed staff schedules. Managed payroll as backup to manager. Lead Teller June 1996 to July 1997 Company Name － City , State Excelled in greeting customers and providing quality customer service. Executed accounts receivable reporting enhancements and reconciliation procedures. Received, recorded, and banked cash, checks, and vouchers as well as reconciled records of bank transactions. Administrative Assistant January 1994 to June 1996 Company Name － City , State Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Maintained electronic and paper files. Maintained the front desk and reception area in a neat and organized fashion. Dispersed incoming mail to correct recipients throughout the office. Made copies, sent faxes and handled incoming and outgoing correspondence. Education and Training Master of Teaching (M.T.) , December 2000 Virginia Commonwealth University － City , State , US Early education: Pre-K through fourth grade Bachelor of Science : Psychology , 1997 Virginia Commonwealth University － City , State , US Credentials Commonwealth of Virginia Teaching license, # PGP-562282, renewed in 2016

TEACHER

READING TEACHER Summary I am a highly motivated educator and self-starter with a passionate commitment to learners and their success and growth. I am accountable and thorough with a history of sound decision-making and innovative skills that have helped a plethora of teachers and students succeed. As a professional educator with an extensive background in student success, I am also a certified Life and Success Coach. I look forward  to extending my expertise to the teachers and staff at Van Buren Middle School. I believe that student success is inevitable with competent, passionate, "all in" teachers that will stand by their side inspiring productivity and essentially life long learners..  Highlights 97% senior student success rate (2016-2017) 15 years of successful teaching experience(tenured) Hillsborough Alliance for Black School Educators, HABSE Teacher of the Year 2016-2017 Teacher of the Year, Greco Middle School 2005-2006 Rookie Teacher of the Year, Greco Middle School 2002-2003 Experience Company Name August 2006 to May 2017 Reading Teacher City , State Reading Endorsed  Helped students develop and improve study methods and habits. Used a variety of teaching methods such as lectures, discussions and demonstrations. Improved 97% reading scores to satisfy graduation requirements  Met with parents and guardians to discuss students' progress at least once per semester. Established positive relationships with students, parents, colleagues and administrators. Encouraged discussion of class material to promote critical thinking and academic success Implemented remedial programs for students requiring extra help Participated in regular professional development training to keep up-to-date with new teaching. Company Name August 2013 to June 2016 Sunshine Social Chairperson City , State Collected faculty and staff dues Planned and organized all school events, i.e. Parent Conference Night meals, Birthdays, Retirement Celebration, End of the year luncheon Morale Booster Company Name August 2010 to September 2012 On-Site Professional Developer City , State Led 110 students to improve test scores by more than 37% during the first semester of the 2015-2016 academic year. Offered specific training programs to help teachers maintain and improve in classroom management and student success Used a variety of teaching methods such as lectures, discussions and demonstrations to promote student success Provided onsite training for teachers and staff Planned and executed book studies and faculty trainings Company Name August 2006 to June 2009 Girls JV Basketball Coach City , State Motivated and encouraged student athletes to do their best during practices and games ' Met with prospective student-athletes to discuss their experience and goals Created and ran up-to-date and relevant drills Monitored the academic performance of student-athletes in addition to their athletic progress Helped develop each participant's physical and psychological fitness Maintained and updated attendance forms and insurance records Company Name July 2002 to May 2006 VE Teacher City , State Employed a variety of  assessment tools and strategies to improve instruction in the classroom Attended a variety of professional development workshops centered on learning goals, classroom management, student motivation and engaging learning activities. Served on various committees and projects including Sunshine Committee as the on-site Chairperson Facilitated activities that developed students' physical, emotional and social growth. Encouraged students to be understanding with others. Used the positive reinforcement method to redirect poor behavior. Conducted small group and individual classroom activities with students based on differentiated learning needs. Worked with an average of 20  students per class. Participated in ongoing staff training sessions. Company Name August 2002 to May 2006 Sunshine Social Chairperson City , State Collected faculty and staff dues Planned and organized all school events, i.e. Parent Conference Night meals, Birthdays, Retirement Celebration, End of the year luncheon Morale Booster Company Name August 2002 to May 2006 Girls Basketball Coach City , State Motivated and encouraged student athletes to do their best during practices and games  Met with prospective student-athletes to discuss their experience and goals Created and ran up-to-date and relevant drills Monitored the academic performance of student-athletes in addition to their athletic progress Helped develop each participant's physical and psychological fitness Maintained and updated attendance forms and insurance records Education University of South Florida 2002 Bachelor of Science : Varying Exceptionalities& ESOL City , State University of South Florida Master of Science : Educational Leadership School Administration City , State Educational Leadership School Administration (on-going) Accomplishments Student Development Education Strategies Goal Setting Parent Communication Creative Lesson Planning Student-Centered Curriculum Planning Developed mid-semester evaluation for students to give feedback about current curriculum and suggest alternative course materials and subjects for remainder of year. Motivated students to engage with course materials for FSA, ACT and SAT  Regularly met with parents to discuss student issues and course weakness areas to improve success rate Established clear objectives for all lessons/projects and communicated with students, achieving a total understanding of grading rubric and overall class expectations Employed special educational strategies and techniques during instruction to improve the development of sensory/perceptual-motor skills, language, cognition, and memory Increased student reading standardized test scores by 40% by introducing more effective learning techniques such as technology integration Skills Highly Effective Teacher  Motivator Innovator Successful Leader Classroom Discipline Classroom Management Creative Lesson Planning Public Speaking Active Learning

TEACHER

LEAD TEACHER Summary Use the knowledge and firsthand experience that I have gained through my various education, work in both civilIan and military experience, extracurricular and leadership positions to become a proactive and dedicated team member. Highlights Apple and Windows programs including Microsoft Office Suite Internet Proficiency Social Media website use for communication with Sigma Kappa and FOCUS members Accomplishments Awarded two Navy and Marine Corps Achievement Medal in 2014 and 2017. Awarded Letter Commendation for winning Junior Sailor, 2016. Formally acknowledged by the Defense Reduction Threat Agency for superb supervisory actions and management. Awarded multiple Letters of Appreciation for being a community pillar for Marine Corps Security Force Battalion, Bangor, WA. Experience Lead Teacher 12/2011 to 10/2012 Company Name City , State Creating and implementing small group interventions for students in Kindergarten through 6th Grade in both Math and Reading. Engaging students that have been assessed as High- Ability. Preparing students for State-wide standardized assessments by adapting concepts. Substitute teaching for the various classrooms pending the absence of the classroom teacher. Challenging struggling students with various methods, allowing them to grasp the correct perceptions. Executing roles to assist teachers in their classrooms, as well as within the school as a community. Working with students in the Functional Academics program to provide support for classroom teacher. Using multiple tools and techniques to adjust to students' learning processes. Created and lead the before and after school program for Elementary students. Developed lesson plans to include interactive and productive activities for students. Substitute taught for the various classrooms at the Center pending the absence of the classroom teacher. Fulfilled the role of the full time classroom teacher in a Preschool Classroom during a long-term period of. transition. Substitute Teacher 09/2011 to Current Company Name City , State Assumed the role of the classroom teacher during the absence of the classroom teacher. Improvised to ensure a productive learning experience for students. Provided assistance to the teachers and the staff of the school. METRO MARYLAND YOUTH FOR CHRIST. BALTIMORE, MARYLAND. Mentor and Counselor September 2011- Present. Mentored Middle School Students from various schools in the Central Baltimore County area. Created lesson plans to teach students fundamental values and ideals. Provided support for students in need and allow them to engage in productive conversations. Developed activities to ensure student involvement and growth in the organization. Administrative Assistant Company Name City , State *PSA FINANCIAL CENTER*HUNT VALLEY, MARYLAND April 2009 - December 2010 Administrative Assistant * * * *Provided direct assistance and support to the Vice President of the company. * * * *Reorganized the company's Business Center to more effectively monitor its 120 employees. * * * *Maintained internal and external revenue reports through mastery of Microsoft Excel. * * * *Worked in the company's Business Center to analyze proposals and complete office duties such as making *copies and faxing documents. * * * *Managed the front desk answering and directing calls as well as responding to email requests Education Leading Enlisted Member and Field Training Officer 2017 United States Department of the Navy Bachelor of Science : Elementary Education 2011 University of Maryland City , State Minor in Mathematics Academic Honors Coursework in Business and Human Resources 2011 UNIVERSITY OF MARYLAND City , AUSTRALIA Study Abroad Program High School Diploma 2007 GARRISON FOREST SCHOOL City , State May 2011 UNIVERSITY OF MARYLAND, COLLEGE PARK Tutor and Mentor * * *Mentored University of Maryland Division I athletes. * * * *Provided guidance and support to ensure that students stay on track and achieve their academic goals. * * * *Developed mentor programs that assist and engage students that are both proficient in the English language *as well as those that English is not their primary language. May 2011 MONTPELIER ELEMENTARY SCHOOL City , State Supported a low-income fifth grade classroom. * * * *Assumed leadership role in the classroom as a full-time Math, Language Arts, Reading, Social Studies and *Science teacher. Managed lesson plans throughout the year. * * * *Initiated and designed classroom awards for students who improved their grades during the school year. *Awards program resulted in 75 percent of the class achieving this goal. * * * *Created reading groups for students who scored basic on their standardized tests. * * * *Created a small group for students struggling in math to aid in mastery of basic skills.  Professional Affiliations SIGMA KAPPA SORORITY, COLLEGE PARK, MARYLAND Member of the New Member Education Committee Member of the Philanthropic Committee*Academic Honors Interests FELLOWSHIP OF CHRISTIANS IN UNIVERSITIES AND SCHOOLS (FOCUS) Camp Counselor and Mentor January 2009 - May 2011 June 2007-Present * * *Volunteered as a leader for more than 70 middle and high school students for week long summer camps and internships in Martha's Vineyard, Massachusetts. * * * *Volunteered as a leader for more than 50 middle school students for a week long winter camp in North Creek, New York. * * * *Led small groups of ten students to engage them in discussion and team building exercises. * * * *Guided full camp lecturers that helped to prompt small group discussions. * * * *Planned weekly meetings as well as special events for Baltimore area high school students resulting in *increased overall participation. * * * *Served as a mentor for high school seniors preparing to enter college. Skills Enthusiastic people person, great organizational skills,

TEACHER

BIOLOGY TEACHER Experience 11/2016 to Current Biology Teacher Company Name － City , State Execute, implement, and modify lesson plans while incorporating differentiated instruction and multiple intelligences. Design and align lessons, labs, and assessments incorporating STEM, problem based learning, Common Core and NGSS. Volunteer and participate in schools extracurricular activities such as selling tickets for the school talent show and participating in the Lindenwold HS 5K for the scholarship fund. Teach and translate materials utilizing Sheltered Instruction techniques for English Language Learners. Co-teach with special education teachers while executing modifications in student IEP and 504 plans. Plan and present Google applications training for Lindenwold HS professional development. 09/2011 to 11/2016 Biology Teacher Company Name － City , State Seek out of district professional development opportunities including but not limited to NJEA and NSTA Conventions, and addition programs focused in science, standards, & STEM. Successfully fundraise money for incorporating additional technologies, TI Nspire CX graphing calculators, for the classroom through DonorsChoose.org. Execute, implement, and modify lesson plans while incorporating differentiated instruction and multiple intelligences. Design and align lessons, labs, and assessments incorporating STEM, problem based learning, Common Core and NGSS. Implement ideas, practices, and theories from professional development workshops. Turn-Key for other teachers). Co-teach with special education teachers while executing modifications in student IEP and 504 plans. Communicate with parents/guardians regarding student progress within the classroom. Achieve Level 1 Google Certified Educator status in October 2016. 01/2011 to 03/2011 Student Teacher Company Name － City , State Develop labs, assignments, and projects to reinforce material taught previously encouraging deeper knowledge and understanding in addition to incorporate multiple disciplines, including writing, science, social sciences, and health. Continuous educational improvement by applying constructive criticism to lessons during student teaching experience. Formative and summative assessments of students on content related to the New Jersey State standards. Execute and implement lesson plans for the week while ensuring differentiated instruction. Communicated with parents/guardians about student progress within the classroom. 04/2007 to 04/2011 Clinical Lab Manager/Technologist Company Name － City , State Educate and train Pathology Residents according to guidelines set forth in Molecular Diagnostic Laboratory Resident Manual, including observation and hands on bench training of laboratory procedures and techniques. Research and validate new laboratory tests by determining parameters for sample concentration, detection limits, and composition of procedures for the laboratory. Maintain failed run, repeat testing, instrument/equipment maintenance & calibration, QC temperature, & T-A-T logs. Perform DNA extraction/quantitation, PCR, CE, interpretation, and reporting of results of molecular studies. Manage and operate the laboratory and equipment according to the QA/QC Procedure and Protocol. 08/2005 to 04/2007 Quality Control Technician - TCA/E Coordinator Company Name － City , State Coordinate monthly seminar with QC Director and attending laboratory technicians in addition to conducting 'Good Laboratory Practices' and orientation lectures for laboratory technicians. Compose and administer seminar quizzes and verifying technician credit by monitoring seminar attendance. Assemble and execute state reports for Department of Health in several states in which licenses are held. Troubleshoot and investigate pending specimens to ensure results are reported within a timely manner. Manage Technician Competency Assessment (TCA) and Continuing Education (TCE) Programs. Maintain laboratory technician training records and schedule annual evaluations. Accumulate test result and testing comments for final report completion. Compose standard operations and procedure for pending specimens. Verify patient requisition forms to records in company database. Compile and maintained list of specimens pending. 01/2005 to 08/2005 Clinical Laboratory Technician Company Name － City , State Prepare gel agars and associated substrates from raw materials in large-scale electrophoresis testing platform. Proficient in aseptic techniques, 'Good Laboratory Practices', and proper pipetting practices. Extract raw samples for DNA purification utilizing aseptic techniques. Execute and analyze Real-Time and conventional PCR results. Education August 2016 DIG (Discoveries in Geosciences) Field School March 2011 Post-Bachelors Teaching Certification Program : Secondary Education University of Washington － City , State Collaborate with teachers of various science and grade backgrounds incorporating field research into classroom lessons *Implementation of NGSS into fields of evolution, classification, and taxonomy *Participate in paleontological field research with current graduate students Secondary Education May 2011 Drexel University School of Education － City , State New Jersey CEAS Biology - *Member of Golden Key International Honor Society Camden County College January 2005 Bachelors of Sciences : Biological Sciences Atlantic Cape Community College Composition I, Introduction to Literature *Burlington County College -Anatomy & Physiology I & II with Laboratory, Introduction to Statistics Biological Sciences Rutgers the State University of New Jersey － City , State Skills Anatomy, aseptic techniques, Bachelors, Biology, calculators, calibration, content, credit, database, Department of Health, DNA, Educator, English, equipment maintenance, forms, forth, Good Laboratory Practices, instruction, interpretation, laboratory procedures, laboratory tests, lesson plans, Director, materials, money, Pathology, PCR, Physiology I, progress, QA, Real-Time, reporting, Research, selling, Statistics, Teaching, Technician, Troubleshoot, workshops, Composition I, composition

TEACHER

SUBSTITUTE TEACHER Summary Administrative Assistant with 16+ years experience working with corporations, law firms, and large and small businesses in all aspects of business development and support. Seeking a professional administrative position in a dynamic, professional, educational, or corporate environment.  Excellent written and oral communication skills. Highlights Proficient in Microsoft Office Excellent Internet Research Skills Detailed and Accurate Transcription Abilities Public Speaking and Leadership Skills Professional Image Effective Decision Maker Requires little or no training Independent worker and Team Member Self-motivating Creative and Positive Experience with Social Media Sites and Maintenance Accomplishments Set department standards by exceeding company daily goals.   Trained new team members on how to reach their full potential and company expectations.  Experience 12/2016 Substitute Teacher Company Name － City , State Travel from various Middle Schools and High Schools within the district substituting for absent teachers.  Tasks include implementing teacher instructions, taking attendance, handling emergencies, and keeping order while maintaining a productive classroom environment. 02/2008 to 02/2015 Media Specialist / Quality Assurance Specialist Company Name － City , State Researched and wrote job advertisements for employers. Also acted as a Quality Assurance Specialist, screening calls taken by our call center representatives and composing detailed reports and reporting infractions. 02/2007 to 02/2008 Administrative Assistant Company Name － City , State Assisted my Father with his life insurance business including computer support, generating correspondence, processing insurance and long term care presentations as well as general office duties and file maintenance. 02/2007 to 02/2008 Administrative Coordinator Company Name － City , State Direct executive assistance to the Executive Vice President of Business Development and Marketing as well as the Marketing team, consisting of 10 people. Scheduling regular meetings and conferences through Microsoft outlook, preparation of marketing materials, inputting (and organization of) invoices into our annual budget spreadsheets for the department, and ordering supplies through our electronic ordering system. Also assisted with marketing and public relations events as well as online research and record keeping. Processed all marketing employee holiday requests, check requests, marketing proposals, etc. 02/2006 to 02/2007 Sales Coordinator Company Name － City , State Responsibilities included preparation and transmittal of insertion orders for magazine advertisers of B.A.S.S. (Bass Angler's Sportsman's Society). Publications included Bassmaster, Fishing Tackle Retailer, Bass Times, Junior Bassmaster, and Bass ProGuide. Also assisted in collection of advertising materials and copy as well as reviewing tracking sheets and bluelines for each publication. Assisted 3 Account Executives by completing and providing ad, production and revenue reports as well as assisting with follow up to ad sales. 09/2005 to 06/2006 Legal Assistant/Paralegal Company Name － City , State Drafted agreements and contracts for various company websites and updating in accordance with new law. Responsible for file management and research of online trademark and copyright infringements concentrating on domain names and cybersquatters. Responsible for preparation and transmittal of demand packages and filing of ICANN Complaints against potential cybersquatters. Assisted managing partner with preparation of Powerpoint presentations for various seminars. Also handled basic administrative duties which included scheduling and calendaring of appointments and court dates, making travel arrangements and entry of attorney time records. Paralegal to In-House Counsel. 02/1999 to 02/2004 Paralegal/Legal Assistant Company Name － City , State Assisted in-house counsel with everything from trip planning to drafting contracts. Functioned as main contact for all hired counsel concerning Ripley's trademarks. Filed and regulated over 300 copyrights and maintained detailed records, "statements of use", and renewal calendar for 180 registered trademarks worldwide. Policed and pursued any and all infringements of Ripley's trademarks, copyrights, and domain names. Approved or rejected all uses of Ripley trademarks for the attractions and insured proper use of logos for the 28 Ripley attractions in the U.S and Internationally which included the Ripley's Believe It or Not! Museums, Aquariums, Haunted Adventures Moving Theaters, Wax Museums and Mini-Golf Courses. Education 1990 Associate : Arts Valencia Community College － City , State Lawyer's Assistant Program of the National Center for Paralegal Training, Atlanta, GA Paralegal degree. 1982 High School Diploma William R. Boone High School － City , State Skills Administrative duties Microsoft Office Transcription skills Proofing Ads and sales  Maintaining Department Budget Business Development Conference and Meeting Scheduling Drafting Contracits Powerpoint Presentations Online Research Preparing Proposals File Maintenance Record Keeing Public Relations Scheduling Travel Excel Spreadsheet Preparation and Maintenance ​

TEACHER

HOMEBOUND TEACHER Career Focus Utilize skills and talents in order to plan, direct, and manage the procurement of food products, equipment, and services that meet the requirements and standards of the Child Nutrition Program by planning appropriate menus, following the dietary guidelines, and maintaining a safe and sanitary environment. Highlights Extensive hospitality background Food ingredients expert Food safety understanding Highly responsible and reliable Works well under pressure Exceptional interpersonal skills Accomplishments Team Building and Leadership Created collaborative classroom experiences Served as student mentor and counselor for students when academic problems and personal adjustments by meeting with guardians to reach solutions. Motivated students to engage with course materials by organizing engaging class activities and relating subject matters to personal experiences. Experience 02/2015 to Current Homebound Teacher Company Name － City , State Implement educational philosophy and goals of our district as related to TEKS education requirements. Follow mandatory guidelines in order to keep effective records as governed by the Homebound Program. Collaborate with campus teachers in order to ensure the success of the Homebound student Encourage and facilitate parent participation in the learning and educating of the Homebound student Utilize administrative skills to help effectively facilitate collaboration amongst the home campus teachers, parents, and homebound department Provide a sense of security and achievement for homebound students Coordinate smooth transition into homebound instruction and back into mainstream of regular classes 02/2009 to 02/2016 Teen Parent Teacher Company Name － City , State Developed and maintained the Pregnant Related Services as designed by the school district  Implemented strategies as designed by the district in accordance with the dropout prevention program for at- risk students Provided nutritional instruction and guidance to pregnant teens Assisted pregnant teens with meal planning and healthy eating Acted as a service coordinator to obtain assistance from community service organizations and government agencies to provide assistance to pregnant students. Handled confidential student information, case management to support coding in line with PIEMS accountability and documentation Orient parents and students of protocol and procedures with the Pregnant Related Services program 02/1996 to 02/2009 Classroom Teacher/ Consumer Science and Nutient Company Name － City , State Instructed through lectures, discussions and demonstrations in nutrient, consumer science, and parenting. Attended a variety of professional development workshops centered on learning goals, classroom management, student motivation and engaging learning activities. Facilitated activities that developed students' physical, emotional and social growth Assigned lessons and corrected homework Documented attendance for audit purposes Encourage student awareness in attendance, academics and to continue with school during and after pregnancy Cultivate positive relationships with teachers, counselors, to develop and maintain guidelines consistent with student success and dropout prevention Maintain broad range of instructional techniques Developed lesson plans according to TEKS guidelines Classroom management strategies Direct and timely communication with parents Grade and behavior reporting Conducted small group and individual classroom activities with students based on differentiated learning needs. 02/1995 to 02/1996 Parent Liasion Company Name － City , State Developed parental support and involvement initiatives to target student academic and social development related to school objectives. Coordinated parental classes in accordance with overall objectives and strategies of the district. Coordinated positive reinforcement for parents with monthly newsletters. Facilitated parenting classes, connecting parents to community resources. Promoted positive communication support between parents and teacher. Partnered with parents to reinforce test strategies during state testing in line with classroom teachers and district objectives. Provided weekly workshops of food and nutrient to parents and students at French Elementary.  07/1985 to 09/2009 Clerk/Receptionist Company Name － City , State Customer services Delivered exceptional service by greeting clients Regularly checked on clients to ensure satisfaction General clerical duties such as typing, answering the phones, copies faxing, creating memos, filing, and maintaining records Education 2009 Master of Science : Education Administration Grand Canyon University － City , State , USA ​​ 1995 Family and Consumer Science Lamar University － City , State , USA Additional hours in Dietetics and Nutrition Professional Affiliations Alpha Kappa Alpha Sorority Beaumont Teachers Association Lamar University Alumni Association ​ Skills Academic planning, administrative skills, case management, clerical,  documentation and shorthand, research,  lesson planning, newsletter development, coding and filing Effective - Efficient -Dedicated- Positive

TEACHER

SUBSTITUTE TEACHER Professional Summary Enthusiastic and self-motivated professional, with experience as a youth worker, seeks an opportunity to enhance existing skills in working with vulnerable children and families. I am familiar with the challenges and difficulties that children living in stressful family situations face and am keen to offer support that facilitates lasting change. In my work with students, I have direct experience of the impact of abuse and neglect on children's development and functioning. I wish to work in partnership with other professionals to ensure that children grow up to achieve their full potential in safe, loving environments whether that is at home with their birth family or in alternative settings. Core Qualifications Analytical Thinking - Applies logic to solve problems and get the job done.  Knowledge of child development and the impact of abuse/trauma on children's functioning  Even Temperament Controlling emotions and not retaliating to negative behavior. Excellent communication - Can use language effectively to gather information and facilitate the exchange of ideas. Decision Making - Can make decisions and take responsibility for them. Ethics - Has personal and professional ethics and fosters a diverse and respectful workplace. Interpersonal Relations - Exhibits respect and understand of others to maintain professional relationships. Interpersonal Awareness: The ability to have and show empathy to others. Listens well and responds in a non-threatening way. Results Oriented - Achieves goals in a timely manner while providing excellent client service. Experience April 2015 to Current Company Name City , State Substitute Teacher Carried out programs of study prescribed in the lesson plans. Built rapport and relationships with students, families and staff. Created a classroom environment that is orderly and conducive to learning and appropriate to the maturity and interests of the students. Guided the learning process toward the achievement of curriculum goals and designated outcomes. Established and maintained consistent boundaries for students in regards to conduct and behavior. Ensured that students that are struggling or at-risk of failing receive appropriate support as needed. Explored reasons behind student's truancy or poor attendance in order to refer onwards to school counselors. Worked in partnership with school staff to achieve learning outcomes. Maintained communication with teachers and family's regarding student's achievements. Was mindful of and reported any incidents of abuse, exploitation or neglect to appropriate professionals in line with district policies. August 2012 to August 2015 Company Name City , State Youth Worker Built one on one relationships with students of various ages, ethnicities and backgrounds. Provided life skill training (budgeting, personal responsibility, integrity, job skills, etc) and mentoring to students. Assisted students with planning for college/university attendance. Supported students to grow in self-esteem, positive coping strategies, and social skills. Appropriately discussed difficult/traumatic life experiences with students (i.e. poor self-esteem, bullying, stressful home life, removal from birth family, foster care, etc); helping them to address negative emotions/beliefs surrounding these experiences. Empowered students to develop skills in leadership, communication, decision-making, and healthy boundaries. Provided support to students with learning difficulties. Maintained close links with parents/family to communicate child's progress. Encouraged the involvement of parents/family in participating in school and related activities. Reported any incidents of child protection/neglect in line with CRU policies. Took the lead in planning & organizing successful fundraisers benefiting students' ongoing development. Liaised with local community to enhance relationships with CRU. Assessed, budget, and execute organizational goals. Developed Bible studies for students. Built relationships with people to generate financial support for occupation. September 2010 to August 2012 Company Name City , State Mechanic Performed maintenance on airport and airline facilities and equipment. Performed regular preventive maintenance and corrective maintenance. Submitted manual encoding. Fixed and manage the conveyor belts and carousels. Installed and repaired fire and safety doors. June 2007 to September 2010 Company Name City , State Baggage Handler Assisted customers with luggage. Helped check-in customers bags boarding passes. Reported left behind luggage and contacted the owner. Managed checkpoint security lanes. Education Dallas Theological Seminary-Houston Campus Master of Arts : Christian Education Christian Education 2013 City , State Bachelor of Science : Christian Leadership/Biblical Studies Christian Leadership/Biblical Studies Skills ·         Computer literate and valid Texas driver's license/insurance ·        Great communication and note-taking skills  ​

TEACHER

CLASSROOM TEACHER Summary Experienced education professional, with a background in instructional design, seeking opportunities to develop materials, activities, and tools that support the teaching practice and improve educational outcomes for young learners. Nearly 20 years experience working in both in- and out-of-classroom settings; including working with diverse populations in Title I and inclusive learning environments. *Track-record of effectively participating in collaborative, interdisciplinary teams to develop and/or implement student programs, teacher workshops, and outreach events. *Adept in the use of a variety of technologies and applications for tracking and monitoring data, maintaining records, giving presentations, and enhancing learning activities. Experience Classroom Teacher January 2006 to Current Company Name grades 2, 4 & 5) Provided differentiated learning opportunities via center activities and flex- group instruction. Sought new and unique ways to integrate technology into instruction and learning experiences. Developed and revised district curriculum in technology, mathematics, language arts, and social studies. Represented the school or grade-level on the school improvement, multicultural, technology, and textbook review committees. Collaboratively developed a school-wide, scaffolded framework of learning expectations in a cross-grade-level team. Nine week supervision of a student teacher in the spring of 2005. January 2000 to January 2006 Company Name Classroom Teacher January 1998 to January 2000 Company Name Developed modified materials and lessons beyond the standard the curriculum to meet individual learning needs. Selected and modified instructional strategies, activities, and assessments to accommodate special-needs learners and address multiple modalities of learning. Developed, implemented, and managed individual behavior plans. Implemented the Dimensions of Learning to foster student motivation. Worked with a team on the development of the successful "Beyond ViewSpace" proposal to restore NASA EOS funding for ViewSpace Earth science programming and astrophysics visualizations. Also supported the development of successful proposals in response to NASA's Cooperative Agreement Notices for Science Education and Science Education and Public Outreach Forums. Efforts included generating text, diagrams and visuals, outcomes and metrics, program logic models, and research on audience needs. Was the Hubble mission lead on the NASAScience4Girls project for 2010 - 2015. In 2015, facilitated the participation of 18 libraries in 11 states who hosted Hubble-themed student workshops in celebration of the telescopes' 25th anniversary. Workshops and materials reached over 200 students. Supported the redesign, testing, and launch of the Amazing Space education website. Efforts included content creation, development of revised and enhanced teacher pages, and synthesizing team feedback for Web developers. Coordinated the Maryland component of the Hubble ERO Pilot Project, with four local schools conducting interdisciplinary STEM research projects with students. The project culminated in a special event for students and families at the Maryland Science Center. Student projects were displayed at the Maryland Science Center from November to December 2009. Participated as a member of a multi-institutional team in the NASA education product review and activity analysis. Contributions included reviewing astrophysics education materials for fit to education standards, grade-level, and NASA SMD science themes. Helped identify gaps in terms of topic and resource type, as well as, gaps in learning progressions as denoted by Project 2061 benchmarks and strand maps. Supported the initial population of the NASA Wavelength Digital Library with astrophysics resources, and the development of learning progressions using NASA data activities. Was a Summer MSPAP Reader and Scorer for grades three and five from 1998 to 2001. Applied rubrics to score state-wide student test responses in writing, language usage, math, science, and reading. Education Specialist Company Name Provide expertise in the development of astrophysics-themed education materials, workshops, and programs. NASA's Universe of Learning & Hubble Education Program) Align materials to national education standards and frameworks. NGSS, Common Core, AAAS Project 2061, NCTM, NRC's NSES standards) Develop and organize content for multiple organizational websites. Amazing Space, OPO site, STEM projects site, Hubble 25th anniversary site, and HST Cycle grants site). Review astrophysics education and outreach products for clarity, readability, pedagogical appropriateness, and fit to standards. Make recommendations for revisions; as appropriate. Maintain files, records, and databases for the HST Cycle E/PO grants program. Assist with the development of proposals and product plans, evaluation plans, and program outcomes, metrics, and milestones. Collect, synthesize, and apply research on national education trends, policies, and initiatives. Support NASA mission-based reporting activities. Support and/or present at student and family STEM events. Education Master of Education : 2004 Towson University － City , State Elementary Curriculum Development Bachelor of Science : Elementary Education , 1997 Elementary Education Holly Ryer Resume Skills arts, content, Content Development & Management, content creation, Curriculum Development, databases, Dimensions, Event Planning & Coordination, Grants, instruction, logic, materials, math, mathematics, organizational, policies, Program Evaluation, programming, proposals, Proposal Writing, proposal, reading, Maintain files, reporting, Research, Strategic Planning, supervision, teacher, Trend, type, unique, Usability Testing, website, websites, Workshops

TEACHER

ASSISTANT TEACHER Career Focus I am looking into changing careers and establishing a career.  I have had a wide variety of jobs including summer camp counselor, fitness instructor, visitation specialist, child care, delivery driving, coach, and disaster specialist.  I am looking for a full-time position. Core Qualifications CDL A Private pilot license clean MVR computer literate, strong understanding of window's products can type 40 wpm strong work ethic demonstrated ability to inspire and motivate others  Education and Training Ph.D. : Homeland Security Policy and Coordination Walden University － City , State I finished all course work.  Need to do two residencies and finish up dissertation. 2011 Master of Arts : Homeland Security American Military University － City , State GPA: 3.0 2009 Bachelor of Science : Liberal Studies Iowa State University － City , State  Member of the ISU Flying Cyclones Accomplishments Child Care: I researched and earned a grant that allowed the child care to buy more healthy alternatives to teaching the children about being healthy such as being able to plant a garden and using the food from that garden to provide lunch, and to buy physical education equipment. Disaster services: I have been able to recruit and train volunteers to respond to national level of disasters.  I used time management to oversee volunteers in 18 counties, while being able to dispatch volunteers across the state to respond to local disasters ​ ​ Work Experience 03/2016 to 05/2016 Assistant teacher Company Name － City , State Care for children in institutional setting, such as group homes, nursery schools, private businesses, or schools for the handicapped. Communicate with children's parents or guardians about daily activities, behaviors, and related issues. Discipline children and recommend or initiate other measures to control behavior, such as caring for own clothing and picking up toys and books. Dress children and change diapers. Identify signs of emotional or developmental problems in children and bring them to parents' or guardians' attention. Instruct children in health and personal habits, such as eating, resting, and toilet habits. Keep records on individual children, including daily observations and information about activities, meals served, and medications administered. Maintain a safe play environment. Observe and monitor children's play activities. Organize and store toys and materials to ensure order in activity areas. Perform general personnel functions, such as supervision, training, and scheduling. Perform housekeeping duties, such as laundry, cleaning, dish washing, and changing of linens. Read to children and teach them simple painting, drawing, handicrafts, and songs. Sanitize toys and play equipment. Support children's emotional and social development, encouraging understanding of others and positive self-concepts. 07/2015 to 02/2016 Delivery Driver Company Name － City , State Drive vehicles with capacities under three tons to transport materials to and from specified destinations, such as railroad stations, plants, residences, offices, or within industrial yards. Inspect and maintain vehicle supplies and equipment, such as gas, oil, water, tires, lights, or brakes, to ensure that vehicles are in properworking condition. Load and unload trucks, vans, or automobiles. Obey traffic laws and follow established traffic and transportation procedures. Present bills and receipts and collect payments for goods delivered or loaded. Read maps and follow written or verbal geographic directions. Report any mechanical problems encountered with vehicles. Turn in receipts and money received from deliveries. Verify the contents of inventory loads against shipping papers. 08/2014 to 02/2016 CLUB 66 before and after school teacher Company Name － City , State   Arrange indoor and outdoor space to facilitate creative play, motor-skill activities, and safety. •  Attend staff meetings, and serve on committees as required. •  Attend professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence. •  Attend to children's basic needs by feeding them, dressing them, and changing their diapers. •  Demonstrate activities to children. •  Establish and enforce rules for behavior, and procedures for maintaining order. •  Identify children showing signs of emotional, developmental, or health-related problems, and discuss them with supervisors, parents or guardians, and child development specialists. •  Maintain accurate and complete student records as required by laws, district policies, and administrative regulations. •  Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and field trips. •  Plan and supervise class projects, field trips, visits by guests, or other experiential activities, and guide students in learning from those activities. •  Prepare materials and classrooms for class activities. •  Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play. •  Read books to entire classes or to small groups. •  Serve meals and snacks in accordance with nutritional guidelines. 08/2011 to 09/2013 Disaster Service Specialist Company Name － City , State Oversee disaster services for 18 counties  supervised over 100 volunteers recruited and trained volunteers to respond to local and national level disasters served as a liaison in the Emergency Operation Center administrative work office work community events 08/2004 to 10/2010 Preschool Teacher Company Name － City , State Adapt teaching methods and instructional materials to meet students' varying needs and interests. Arrange indoor and outdoor space to facilitate creative play, motor-skill activities, and safety. Assimilate arriving children to the school environment by greeting them, helping them remove outerwear, and selecting activities of interest to them. Attend professional meetings, educational conferences, and teacher training workshops to maintain and improve professional competence. Attend to children's basic needs by feeding them, dressing them, and changing their diapers. Collaborate with other teachers and administrators in the development, evaluation, and revision of preschool programs. Confer with other staff members to plan and schedule lessons promoting learning, following approved curricula. Demonstrate activities to children. Enforce all administration policies and rules governing students. Establish and enforce rules for behavior, and procedures for maintaining order. Establish clear objectives for all lessons, units, and projects, and communicate those objectives to children. Identify children showing signs of emotional, developmental, or health-related problems, and discuss them with supervisors, parents or guardians, and child development specialists. Maintain accurate and complete student records as required by laws, district policies, and administrative regulations. Meet with other professionals to discuss individual students' needs and progress. Observe and evaluate children's performance, behavior, social development, and physical health. Organize and label materials, and display students' work in a manner appropriate for their ages and perceptual skills. Organize and lead activities designed to promote physical, mental and social development, such as games, arts and crafts, music, storytelling, and field trips. Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate. Plan and supervise class projects, field trips, visits by guests, or other experiential activities, and guide students in learning from those activities. Prepare materials and classrooms for class activities. Provide a variety of materials and resources for children to explore, manipulate and use, both in learning activities and in imaginative play. Provide disabled students with assistive devices, supportive technology, and assistance accessing facilities such as restrooms. Read books to entire classes or to small groups. Select, store, order, issue, and inventory classroom equipment, materials, and supplies. Serve meals and snacks in accordance with nutritional guidelines. Teach basic skills such as color, shape, number and letter recognition, personal hygiene, and social skills. Teach proper eating habits and personal hygiene. Skills administrative, arts,  basic, Coach, Customer service,  Inspect, instruction, inventory, laundry, transport materials,  meal prep, personnel, Read, safety, scheduling, shipping, supervision, teaching, 

TEACHER

ENGINEERING TEACHER Professional Summary To obtain a challenging position in the field of Engineering and to work within a team environment, where I can contribute my skills and experience to a client focused, dynamic organization. Core Qualifications Proficiency in AutoCAD Computer proficient Microsoft Office Autodesk Civil 3D GIS Construction cost estimating HVAC Design Autodesk Inventor Pro Autodesk Revit Experience Engineering Teacher 09/2014 to Current Company Name City , State Update lesson plans each semester to stay relevant in the field of engineering and technology. Utilize variety of teaching styles, such as group discussions, lectures and simulations to maximize student interest, participation, and comprehension. Integrate creative learning strategies for students who are learning engineering design project presentations. Provide students with hands-on CAD software activities and an overall concept of engineering and technology. Assist in two robotic clubs for students who wish to excel in science, technology, engineering, and mathematics projects. Attend a variety of ongoing professional development workshops centered on learning goals. Sponsor in multiple seminar field trips for students who are interested in pursuing an engineering career path. Civil CAD Supervisor 10/2013 to 09/2014 Company Name City , State Provided hands on software training for each CAD drafter to utilize the latest version of Autodesk Civil 3D. Supervised the CAD drafting department with design projects to ensure quality control and manage production. Coordinated with professional engineers, surveyors, inspectors, consultants and construction managers concerning active projects. Ensured all assign work to be completed in a timely manner and attended project management meetings to focus proactively on the scope or work for each project. Adjunct Instructor 08/2013 to Current Company Name City , State Teach students the basic understanding of blueprint reading and sketching for welding and machining math. Develop and implement an effective unit lesson plans. Provide weekly grade reports for each student to encourage them to achieve in their course study. Utilize successful learning strategies that promote student engagement. Fostered a classroom environment conducive to their learning ability and promoting excellent student/teacher interaction. Program Chair 10/2010 to 10/2012 Company Name City , State Served as a subject matter expert for students, instructional staff and advisory committees regarding academic curriculum and technical information. Notified the Dean concerning student engagement and retention issues. Assisted the Dean in determining classroom equipments for capital budgeting. Analysis student course planning reviews and class schedules for each faculty member. Developed and implemented student retention strategies. Oversaw training and supervision for faculty performance. Involved with the hiring process for screened and interviewed new candidates. Participated in professional advisory committee meetings. Motivated students to actively participate in all aspects of educational process. Maintained teaching assignments as scheduled. Setup and maintained grade book throughout each course. Provided weekly feedback to students with grade reports and attendance reports. Documented the high risk student with advisories and recorded in the school's academic database. Civil Project Engineer 05/2005 to 09/2010 Company Name City , State Planned and scheduled subdivision plats with the city and county planning and zoning commission meetings for approval and city pre-construction meetings for construction approval. Coordinated projects with external clients, architects, surveyors, and public agencies. Performed field evaluations with contractors and city inspectors to review construction for compliance with design intent. Prepared feasibility studies, engineering cost estimates, bid proposals, drainage reports, engineering reports, construction documents, specifications, cut sheets, public utility permits, plats, As-Builts, addendums, submittals, and analyzed geotechnical reports for civil engineering and subdivision projects. Mentored proactively with the CAD group to execute construction documents for imperative deadlines, contractor's (RFI) Request for Information for project verification, trained the group to design pump lift stations, grade roadways, parking lots, soil erosion and sediment control designs, plan and profiles for sewer and storm lines, subdivision plats, land surveys, with the use of AutoCAD Land desktop. Coached and trained the group to become team players, to work positively under pressure by prioritizing and managing multiple projects simultaneously, and encouraged them to handle cold calls and follow ups effectively to display good communication skills. Coached CAD operators to quickly check their drawing proposed layout for proper dimensions, scheduling, labeling, and spelled check prior to final review and engineer construction document approval, assisted them in troubleshooting their CAD errors, user (pc) personal computers, pc system networking and to install AutoCAD relative software programs. Supported field verification of photographic illustrations to CAD operators from scope phase to construction phase and final walk-thru phase. Provided an energetic atmosphere towards CAD operators minister them to have a positive attitude towards other clients and to interact with their co-workers on wide range of projects. Civil CAD Designer 03/2003 to 05/2005 Company Name City , State Supervised CAD team to design civil plan and profiles, subdivisions, plats, survey roadway grading, storm drain, and sanitary sewer improvements with the use of AutoCAD Land desktop. Provided pipe works and terrain surface, contour, and volume calculation for project engineers. Exported / imported survey GPS collection data for construction stakeout and topographic layouts. Supervised CAD team by teaching them to use good drafting standards and techniques, over saw their construction documents and assisted them in developing and maintaining a CAD detail library for a fast growing small business. Introduced AutoLisp programming to enhance their AutoCAD skills. Trained entry level CAD technicians to utilize the latest Land Desktop AutoCAD software and focused on their techniques of strength and weakness. Mechanical HVAC Engineer 08/2000 to 05/2001 Company Name City , State Coordinated with multi-disciplinary design teams in project development meetings and assisted on-site field evaluation to verify specification with project construction. Prepared heating and cooling load calculations for mechanical HVAC systems with Trace 700 or Carrier software in sectors such as residential, commercial, semiconductor facilities, and pharmaceutical facilities buildings according to ASHRAE standards for Indoor Air Quality. Designed mechanical and plumbing plans, and lift stations as per to specifications and codes in respect to the designed criteria for turn key projects with AutoCAD or Microstation. Attended Trane and Carrier HVAC seminars for product knowledge in-depth training. Lead and developed the CAD design team to undertake all work and to support projects, to assist project engineers by meeting their deadlines and mentoring them to always check their work. Co-op Mechanical Engineer 01/1997 to 12/2000 Company Name City , State Calculated mechanical HVAC heat loss and heat gain with the use of Elite HVAC software, sized supply and return duct layouts, diffusers, and designed plumbing risers. Drafted and designed the mechanical electrical and plumbing plans with AutoCAD. Drafted and designed electrical lighting layouts. Sized the domestic water and condensate lines to adhere plumbing codes. Scheduled roof top and make-up air units according to the specifications. Collaborated with electrical engineers for building design impact and discrepancies. Architectural Draftsman 01/1992 to 12/1997 Company Name City , State Drafted and designed architectural plans and prepared project specifications. Designed elevation views, wall section details, building section details, schedules, and typical drawing details. Prepared shop drawings. Review plans to comply with ADA and building code. Attended clients meetings for scope of work. Drafted and designed structural and civil construction plans. Coordinated with MEP engineers, civil engineers, and structural engineers. Field measured and inspected site work during construction phase and revised architectural plans as needed. Education Master of Education : Leadership 01/2014 Northcentral University City , State Leadership Bachelor of Science : Mechanical Engineering 05/2000 The University of Texas City , State Mechanical Engineering Associate of Applied Science : Drafting and Design Technology 06/1992 Texas State Technical College City , State Drafting and Design Technology High School Diploma 05/1988 Edinburg High School Independent School District Professional Affiliations Over 9 years of CAD management and 6 years project management experience. Recognizing the goals and priorities to exceed client expectation. Achievement oriented - continually setting high goals and striving toward excellence. Able to effectively communicate within different levels in the internal organization and converse with external professionals. Ability to organize and manage multiple projects with other disciplines. Great technical background and an outstanding analytical problem solver. Generate practical solutions, careful planning with proper contingencies for cost estimating. Achieved an American Society Plumbing Engineers certification. Over 10 years of civil, architectural, and mechanical electrical plumbing drafting and design experiences proficiently with AutoCAD. Work History Company Name Skills Operating systems: Windows 7/XP/2000, Android, and MS-DOS *Software: Autodesk Civil 3D, Autodesk AutoCAD, Autodesk Inventor Professional, Pro/E, Solidworks, GIS Analyst, Lidar data, Autodesk Revit Architectural, Microstation, MathCAD, CAD/CAM, Fortran, Microsoft Office (Word, Excel, Outlook, Power point, Access, Publisher, and FrontPage), I-DEAS, Elite HVAC, Trace 700, Carrier, NC Programming, Adobe (Acrobat, Flash, and Photoshop), Internet Explorer, Firefox, and HTML, CSS, Wordpress.

TEACHER

ADVOCATE Professional Summary Conscientious attorney with experience in government relations, educational law and advocacy for families with special needs children, two years practice in health law and public policy for military families, two years federal government experience in human rights and foreign affairs with the U.S. Department of State Core Qualifications KEY QUALIFICATIONS Member of Maryland Bar Statutory Public Policy Foreign Affairs Human Rights Law Diplomacy Government Relations Special Education Law Health Law Statutory Procedure Multi-task management Experience Advocate , 01/2011 to 01/2013 Company Name － City , State Represented the needs of military families with policy makers and national organizations regarding legislation and programs for military special needs dependent children Assisted families with navigating military health care insurance, Strategized with parents concerning individual education plans, 504 documents and educational behavioral plans Led the first Military Family Leadership Institute training on Fort Meade and t aught parent seminars on effective communication and advocacy Trained professionals statewide concerning military culture and customs Represented the Maryland Coalition on the Maryland Military Child State Education Committee Board, the DC area Inter-service Family Action Board, The Kimbrough Military Treatment Patient Family Action Council and the National Military Officer Association of America Spouse Advisory Panel United States Foreign Service Officer , 01/2003 to 01/2005 Company Name － City , State Student , Department of State, Foreign Service Institute Studied German language and culture Studied Europe and German/American Relations and American/ EU relations Presented in depth study of German Contemporary Issues Learned European history and culture to include Western Europe, Eastern Europe and the Balkans F oreign Affairs Officer, Department of State, International Religious Freedom Office In charge of monitoring religious freedom in Africa Edited and added to the Annual Congressional Religious Freedom Report concerning religious intolerance in Western and Sub-Saharan Africa Met with International Non-Governmental Organizations regarding religious freedom and atrocities against religious minorities Coordinated with U.S. embassies to investigate religious persecution in Africa, worked in partnership with other State Department bureaus and country desk officers to ensure religious freedom for Africans Staff Assistant , Department of State, Political/ Military Bureau Worked directly with the Secretary of State's Executive Staff regarding documents from the Political/Military Bureau Reported directly for the Office of the Assistant Secretary Provided technical guidance and deadlines to a bureau of ten office directors and 300 people Set bureau priorities and was project manager for projects tasked to the bureau for and from the Secretary of State, Deputy Secretary, National Security Council and Undersecretary Ensured timeliness and accuracy of classified documents and sensitive communications, made certain documents were properly classified Managed bureau contributions to overseas briefing books for the Vice President, Secretary of State and Deputy Secretary of State, Liaison with Legislative Affairs Bureau for the bureau's responses to Congressional inquiries Worked directly with the Secretary of State's Executive Staff regarding documents from the Political/Military Bureau Supervised nine interns, trained incoming staff assistants and managed scheduling of intern hours Volunteer Public Advocate/Attorney, Exceptional Family Member Services , 01/1997 to 01/2002 Company Name － City , State Provided legal representation to families with special needs children regarding education services Negotiated Individual Education Plans and 504 documents Interpreted and applied federal statutory requirements and administrative regulations for clients before school administrative hearings Drafted appropriate goals for education plans Education Juris Doctor Georgia State University － City , State , US Georgia State University (GSU) College of Law, Jurist Doctor, Atlanta, GA International law and arbitration Johannes Kepler University, School of Law － City , Austria Johannes Kepler University, School of Law, International Arbitration, completed with honors Bachelor of Arts : Government and Communications Evangel University － City , State , US Professional Affiliations Maryland Bar Accomplishments Austria, with honors Springfield, MO, Summa cum Laude Evangel University Alumni Social Science Regent Award Recipient Skills Training, Liaison, Federal Government, Public Policy

ADVOCATE

ADVOCATE Summary In-depth knowledge of taking orders, compute charges, and administer billing or payments. * Hands-on experience in reviewing, updating or making changes to customer accounts. * Track record of listening and responding to customers' needs and concerns. * Able to handle returns and complaints effectively. * Demonstrated ability to record details of client contacts and service history. * Proven ability to determine answers and solutions quickly. * Special talent for handling irate and angry customers. * Proven written and oral communication skills * Proficient in managing business correspondence * Ability to organize personal work priorities * Knowledge of filing and updating records * Ability to work independently and as part of a team * Excellent organizational skills * Expert in handling office equipment * Internet savvy with a proven expertise in using MS Office applications * Excellent customer service orientation * Special talent for researching and analyzing data effectively * Exceptional attention to detail with proven interpersonal skills Skills Microsoft Word Microsoft Office Microsoft Outlook Microsoft Power Point Microsoft Excel Mostly Microsoft Excel and Microsoft Word Experience 10/2016 to Current Advocate Company Name － City , State Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence. Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues Provide education and status on previously submitted pre-authorizations or pre-determination requests Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance 06/2015 to 10/2016 CSR II Company Name － City , State Received an award of excellent customer service Received "Year of service Award" Received 5 year award Received employee of the month twice with Brookdale Senior Living Received "Consultant Sales Award" Received employee recognition 6 months in a row along with a trophy of excellence and 6 other trophies with JP Morgan Chase. I was a Top Performer for 2014. 10/2013 to 06/2015 Business Banker Company Name － City , State As a Business Banker I provided guidance and assistance to business owners in managing their accounts. I manage quality assurance, problem resolution, and a lot of data entry. Worked a lot with numbers. I am a Peer Coach in which I help train, guide, and motivate new hires. Responsible for ensuring the client experience is world class and that interactions/issues are resolved accurately and expediently. Handle client email/phone call interactions of a maintenance nature by retaining a thorough knowledge of the Policies and Procedures and all systems in order to assist the client and manage escalated issues. Use a high level of client service skills in order to defuse potentially difficult and/or upset customers with complex issues. Took the initiative to create escalation of any issue that cannot be resolved within the anticipated service level or one that creates risk or exposure for the customer or the bank. Identify trends within the escalated emails/issues that lead to improvement opportunities in policies/procedures processes. Utilize time at work efficiently to meet or exceed production goals as outlined in the metrics scorecard. Consistently perform follow up to ensure customer satisfaction and to validate the accuracy of work. Was required to assist department in meeting and exceeding SLA's by handling other functions when volumes fluctuate. Research and resolve complex client's issues by working in partnership with partner groups. Types of cases included fraud resolution, treasury solutions, complex account maintenance, internal relationship maintenance and billing inquiries. Support field Business Relationship Managers in the successful servicing of customers. Investigate electronic transactions for successful resolution. Use multiple systems and internal resources to resolve issues. Increase customer satisfaction through excellent communication and follow up. Document issues and record resolutions for the firm's system of record. Acted independently within policy to assist customers and internal partners and escalate in cases where the policy is preventing us from delivering the right client experience. Demonstrate sound decision making skills to protect the firm's interest while providing a superior customer experience. 04/2004 to 09/2013 Life Enrichment Coordinator/Marketing Coordinator Company Name － City , State Designed a creative and exciting life enrichment program to meet the individual needs and interests of the community. Plan monthly calendar for the community. Participated in discharge planning with the other members of the management team. Coordinated the transportation, monitored budget, equipment, and supplies through Microsoft Excel. Provided guidance and acted as a resource to staff on the importance of life enrichment. Ensured that programs met all state, federal, local regulations. Coordinate quarterly events at the community. Developed and maintained contact with community agencies and supervise volunteers. Coordinated move-ins and move-outs. Coordinated the Welcome Committee. Lots of Data Entry through Microsoft Excel and filing. Education and Training 2018 Business Administration Human Resources Argosy University Business Administration Human Resources 2001 Paralegal Studies Penn Foster University Paralegal Studies 1997 Cosmetology College National Beauty College 1996 High School Diploma : Business and Cosmetology W.W. Samuell High School Business and Cosmetology Skills adding machines, Balance, billing, bonds, budget, Business Administration, calculators, cashier, clerical, Coach, excellent communication, Consultant, client, customer satisfaction, excellent customer service, Data Entry, decision making, discharge planning, email, filing, financial, funds, Human Resource, managing, Microsoft Excel, exchange, mail, money, Microsoft Office, Microsoft Outlook, Microsoft Power Point, Microsoft Word, photography, Policies, problem resolution, processes, purchasing, quality assurance, receiving, maintain records, Research, Sales, SLA, sound, phone, transportation, treasury, type, typing, written

ADVOCATE

ADVOCATE Summary Seeking a part time or prn generalist position in Human Resource. Conflict Resolution Team Building Mentoring and Coaching New-Hire Orientation Disc Personality Assessments Training and Development Leadership Development Performance Appraisals Technical Skills Experience Advocate 01/2012 to Current Company Name City , State NF/SG Healthcare for Homeless Veterans Program Coach, mentor, and develop 100 clients, with resume assistance, career counseling, complaints, and problems. Develop, manage and evaluate training and organizational effectiveness strategies; that promote the development of a skilled, high-performing, motivated workforce focused on the achievement of company key performance indicators. Develop career plans that fit clients' aptitudes, education levels, physical abilities, and career goals. Serve as internal consultant to all levels of management to identify and resolve issues, such as; employee retention, skill development, professional growth, succession planning, and performance improvement. Partner with business unit leaders and serve as a strategic resource to assess company-wide training and development needs as well as provide recommendations for change. Evaluate, motivate, coach, and counsel 25 peers in the performance of their duties. Veteran Affairs Specialist 01/2011 to 01/2012 Company Name City , State Provided training, education, career counseling, and job placement services to broad range of clients. Participated in group orientation for clients to promote the development of entry-level and career job opportunities. Administered career scope assessment tests for 100 clients to identify skill building needs. Attended meetings to obtain information for use in training programs, or to inform management of training program status. Employment Representative 01/2011 to 01/2012 Company Name City , State Presented information, using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos, and lectures. Provided leadership and guidance to new workers on training resources, materials and aids, to achieve training objectives. Developed and implemented 40 standards and policies, and managed all documentation, information, and multimedia materials; conducted dozens of quality-analysis reviews. Designed training programs and professional development courses to facilitate meeting organizational goals and individual professional needs. Training Coordinator 01/2000 to 01/2009 Company Name City , State Evaluated training requirements for each division, consulting with department managers, HR and external resources. Managed the process of identifying and addressing employee development opportunities through focus groups, 360-degree assessments, and blended training solutions that include instructor-led classes, case studies, self-study, mentoring programs, e-Learning, coaching, role-play, OJT, and web-based training. Conducted over 100 employee evaluations for strength and weakness and performed cross-training exercises for competency and efficiency. Developed document-teaching procedures for team of 15 technical trainers, encompassing instructional manuals, quick reference guides, and test results forms. Acted as liaison and applying experience to resolve and handle a variety of HR functions, to include; benefits, payroll, awards time/attendance, disciplinary actions, counseling/evaluations, conflict resolution, retention efforts, and management of files. Evaluated and developed requirements for over 50 diverse operational positions, as well as processes for improved productivity and work center performance. Education Bachelor of Science : Human Resource Management 1 2013 University of Phoenix City , State GPA: GPA: 3.3 Human Resource Management GPA: 3.3 Lean Six Sigma Certificate, 2013 North Florida/South Georgia Veterans Health Administration Workshops, Gainesville, FL Writing Advantage Certificate, 2013 Coaching Toward High Performance Certificate, 2013 Franklin Covey "Seven Habits of Highly Effective Leaders Certificate, 2012 Motivational Interviewing Certificate, 2012 Crucial Conversations Certificate 1 2012 Villanova University City , State Skills benefits, Coach, Coaching, conflict resolution, consultant, consulting, counseling, clients, documentation, focus, forms, HR, instructor, leadership, materials, meetings, mentor, mentoring, multimedia, organizational, payroll, policies, processes, quality, quick, Six Sigma, strategic, teaching, employee development, training programs, Workshops Additional Information AWARDS AND RECOGNITION Earned 10 years of dedicated "Federal Government Service Award" 2013. Veterans Affairs Award" Friend of Social Work Award" 2013 for outstanding performance. Professional Affiliations National Society for Human Resources Management, Member Jacksonville, FL Society for Human Resource Management, Member American Federation of Government Employees, Union Member

ADVOCATE

DONOR ADVOCATE Professional Summary Organized professional with a passion to help others. Backed by four years of classroom teaching experience, one year leading an international children's choir and over two years in Donor Relations, I enjoy working with others in an effort to help them feel valued and successful. I am a creative thinker, eager to learn and discover new ways to implement strategies in order to successfully reach others. Skills Detail-oriented Effective time management Strong written and oral communication skills Strategic thinker Goal-oriented Relationship building CRM Experience Salesforce software Work History Donor Advocate , 08/2017 to 03/2020 Company Name – City , State Responsible for cultivating relationships and managing giving goals of 300 donors Created individualized communication plans and giving goals for each donor as a benchmark marketing strategy Ensured donors were properly acknowledged, personally thanked, and updated on the impact of their gifts Worked with internal departments to secure appropriate project information and created offers and proposals that were used to secure gifts Executed a specific plan to retain and upgrade donors Used CRM systems, including Salesforce Team Leader for the Children of the World Choir , 07/2016 to 06/2017 Company Name – City , State Led a team of 19 individuals including 13 children from the Philippines, Nepal, Honduras and Uganda during a 10-month tour across the United States Directed multiple concerts per week for the International Children's Choir Routinely coordinated concert details venues Built professional relationships with partners across the United States Responsible for communicating the vision and mission of World Help both on and off stage Ensured safety and welfare of the children during extensive travel Taught dance and instructed children throughout tour Presented information about child sponsorship and humanitarian aid needs during concerts Elementary Teacher , 08/2012 to 06/2016 Company Name – City , State Increased student interest and participation in the classroom by creating and implementing thought-provoking hands-on activities Bolstered student confidence and achievement through structured, data- driven remediation and enrichment lessons Collaborated with colleagues to ensure the most effective instruction, practice, and assessments were implemented to successfully meet the needs of various learners Established a behavior management system to foster a respectful classroom environment, reducing distractions and increasing learning time Fostered meaningful relationships with students and parents to build trust and collaboration to better meet individual goals Achieved 100% pass rate on Virginia Reading SOL test and 100% pass rate two years in a row on Virginia Math SOL test Education Bachelor of Science : Special and Elementary Education , 2011 Liberty University - City , State Skills Detail-oriented Effective time management Strong written and oral communication skills Strategic thinker Goal-oriented Relationship building CRM Experience Salesforce software Work History Donor Advocate , 08/2017 to 03/2020 Company Name – City , State Responsible for cultivating relationships and managing giving goals of 300 donors Created individualized communication plans and giving goals for each donor as a benchmark marketing strategy Ensured donors were properly acknowledged, personally thanked, and updated on the impact of their gifts Worked with internal departments to secure appropriate project information and created offers and proposals that were used to secure gifts Executed a specific plan to retain and upgrade donors Used CRM systems, including Salesforce Team Leader for the Children of the World Choir , 07/2016 to 06/2017 Company Name – City , State Led a team of 19 individuals including 13 children from the Philippines, Nepal, Honduras and Uganda during a 10-month tour across the United States Directed multiple concerts per week for the International Children's Choir Routinely coordinated concert details venues Built professional relationships with partners across the United States Responsible for communicating the vision and mission of World Help both on and off stage Ensured safety and welfare of the children during extensive travel Taught dance and instructed children throughout tour Presented information about child sponsorship and humanitarian aid needs during concerts Elementary Teacher , 08/2012 to 06/2016 Company Name – City , State Increased student interest and participation in the classroom by creating and implementing thought-provoking hands-on activities Bolstered student confidence and achievement through structured, data- driven remediation and enrichment lessons Collaborated with colleagues to ensure the most effective instruction, practice, and assessments were implemented to successfully meet the needs of various learners Established a behavior management system to foster a respectful classroom environment, reducing distractions and increasing learning time Fostered meaningful relationships with students and parents to build trust and collaboration to better meet individual goals Achieved 100% pass rate on Virginia Reading SOL test and 100% pass rate two years in a row on Virginia Math SOL test

ADVOCATE

HEALTH ADVOCATE Professional Summary I am an empowered health advocate with excellent communication and active listening skills with a strong motivation to succeed. I am seen as reliable and approachable employee who quickly learns and masters new concepts and skills. I am motivated and enthusiastic about helping patients and the community navigate rights and responsibilities during treatment. Personable demeanor with priority on care and service. Seen as a friendly team player with talent for operating in fast-paced, dynamic environments. Skills Public Safety Administrative Support Proficient in Lytec Proficient in GSuite Patient rights Data entry Time management Problem-solving skills Decision-making abilities Crisis intervention Crisis communication Work History Health Advocate , 03/2017 to Current Company Name – City , State Assisted patients in understanding individual rights and responsibilities in regards to care, coverage and payment Reviewed all patient paperwork for accuracy, including claims, bills and medico-legal documents Responded to 15 or more patient concerns and questions with compassionate and knowledgeable service in a day Entered continuing medical documentation into computer systems and managed database of information Compiled and reviewed medical charts Manages approximately 30 incoming calls, emails, faxes per day from patients, pharmacies, and doctor offices Used Lytec to schedule and manage patient appointments Balanced cash deposits, credit card payments each day Took co-payments, compiled daily financial records Worked effectively with staff from all departments to coordinate resolutions Helped vulnerable individuals navigate complex healthcare system Developed and implemented training classes to educate team members and community residents Resolved patient flow problems, improved operations and provided exceptional client support Security Officer , 08/2015 to 02/2017 Company Name – City , State Preformed and authorized entrance and departure of over 30 vehicles, cargo trucks and visitors Detected suspicious activities and watched for criminal acts and rule infractions Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual occurrences Patrolled private and public community premises to prevent and detect signs of intrusion and secure doors, windows and gates Checked and secured 14 building entrances over 8 hours Patrolled 2 square miles of property to ensure safety of employees, homeowners, and guests Collaborated with area law enforcement and federal investigators to support safe fugitive apprehensions and coordinate investigations Security Coordinator , 12/2019 to Current Company Name – City , State Checked identification of all persons entering and exiting facility Oversaw periodic safety inspections, patrol service and immediate response to all safety-security situations Remained flexible in rapidly changing environments and adapted to developing situations Responded to suspicious activities to investigate and resolve concerns with appropriate physical or verbal techniques Maintained composure and professionalism while screening visitors during high volume periods Adhered to established procedures and policies and posted orders to include enforcement of company rules, policies and regulations Answered alarms and investigated disturbances, contacting local law enforcement personnel for escalating crises Applied effective communication and interpersonal skills when interacting with all levels of personnel and general public Resolved complaints and issues involving both guests and employees Completed incident reports by recording observations and occurrences and interviewing witnesses following physical incidents Worked both independently and collaboratively to resolve urgent issues, which included building and personal incidents Secured entrances and exits via physical presence and careful monitoring of CCTV Secured premises and personnel by patrolling property and monitoring surveillance equipment, including CCTV cameras Education Bachelor of Science : Psychology , 04/2017 East Stroudsburg University - City , State Member of Phi Sigma Delta Fraternity, Member of P.R.I.D.E. Club High School Diploma : 2017 Naugatuck High School - City , State Graduated in Top 20% of class. GPA: 3.4, Participated in school Marching Band, 2007 to 2009. Participated in school's Percussion Ensemble, 2005 to 2009 Certifications CPR Certified, 2015-2016 First Aid Training, 2015 Skills Public Safety Administrative Support Proficient in Lytec Proficient in GSuite Patient rights Data entry Time management Problem-solving skills Decision-making abilities Crisis intervention Crisis communication Work History Transition Health Advocate , 03/2017 to Current Company Name – City , State Assisted patients in understanding individual rights and responsibilities in regards to care, coverage and payment Reviewed all patient paperwork for accuracy, including claims, bills and medico-legal documents Responded to patient concerns and questions with compassionate and knowledgeable service Entered details into computer systems and managed database of information Compiled and reviewed medical charts Manages approximately 30 incoming calls, emails, and faxes per day from patients and pharmacies Used Lytec to schedule appointments Balanced deposits and credit card payments each day Took co-payments and compiled daily financial records Worked effectively with staff from all departments to coordinate resolutions Security Officer , 08/2015 to 02/2017 Company Name – City , State Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors Detected suspicious activities and watched for criminal acts and rule infractions Wrote reports on property damage, theft, presence of unauthorized persons and unusual occurrences Patrolled industrial and commercial premises to prevent and detect signs of intrusion and secure doors, windows and gates Checked and secured 14 building entrances over 8 hours Patrolled 2 square miles premises to ensure safety of employees and visitors Maintenance , 09/2014 to 04/2015 Company Name – City , State Vacuumed rugs and carpeted areas in offices, lobbies and corridors Polished glass surfaces and windows Removed waste paper and other trash from the premises to designated area Disinfected and mopped bathrooms to keep them sanitary and clean Used chemicals and other cleaning equipment in a proper, safe and responsible manner School Age Teacher , 10/2013 to 04/2014 Company Name – City , State Addressed behavioral and learning issues with parents and daycare management Encouraged good behaviors using the positive reinforcement method Encouraged children to be understanding of and patient with others Made nutritious breakfasts, lunches, dinners and snacks for the children Engaged with children on an individual basis in a pleasant manner Organized structured learning activities for classroom of 15 students to teach motor skills

ADVOCATE

FAMILY ADVOCATE Summary [Job Title] adept at identifying and documenting cases of child abuse. Skilled at finding and implementing the best possible solutions. Highlights DCFS Child Welfare License Behavioral therapy Empathetic Sound judgment Passion for social work Court procedures familiarity Accomplishments Managed a caseload of more than fifty to forty-five clients at any given time. Experience 04/2011 to Current Family Advocate Company Name － City , State Recruit in neighborhoods that are close to the Head Start/Early Head Start centers that are below poverty level, in social services agencies, homeless shelters, resource events for children and families to make aware of free government child care services for low income families. Assist forty to fifty-five eligible families in applying for Head Start/Early Head Start child care services. Meet with families to find out their needs and goals, and refer families to services to successfully meet needs and goals. Encourage families to get involved in children's education by explaining to the parents that children's daily attendance is important to learning, attending Parent Meetings, participating in Policy Council to be able to make decisions in the program, volunteer in the Head Start/Early Head Start classrooms, and educationally connecting with children at home. Document families progress in the system ChildPlus. 09/2005 to 02/2009 Family Care Manager Company Name － City , State Handled ten dependency cases in the state of Florida and five dependency cases out of state. Conducted evaluations on homes of parents, relatives, and non-relatives for safe placement of children. Performed monthly home visits at children's current residence to monitor wellbeing of children. Referred parents to services to assist with case plan completion to reunify with children and case closure. Responsible for being present at court hearings and reported the progress parents made on case plan. Gone to multiple staffing to discuss the status of the cases and followed all recommendations. Documented cases on program Home Safe Net/FSFN. 08/2004 to 06/2005 Sales Associate Company Name － City , State Assisted customers in locating items in the department. Recognized for bringing in most sales in the department. Cleaned fitting rooms. 09/2002 to 05/2004 Student Assistant/Building Manager Company Name － City , State Signed in customers to play pool. Collected money for pool usage. Promoted to Building Manager for displaying hard work and performing well on assigned work task. Education 2004 Bachelor's of Social Work Western Connecticut State University Skills child care, Council, government, Meetings, money, progress, sales, social services, staffing

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CUSTOMER ADVOCATE Career Overview Objective   To secure an Administrative Specialist/Office Manager position and use my expertise and proven skills in order to positively contribute to the efficient operation as well as the reputation of the business Ability Summary   Outstanding customer service skills: proven success in client needs assessment, providing reassurance and customized solutions, and ensuring highest level of customer satisfaction attainable. Technologically savvy: proficient in Microsoft Office Suite (Outlook, Money, Excel, Wordperfect 12), Quatro Pro, Peachtree Accounting, Timeslips 2007, Dictation, ITI Banking Software; expert knowledge in Cellular Technology and troubleshooting skills for smartphones, basic cell phones and wireless network connection Proven success in call center environment: seasoned in operating call center equipment and technology; excellent interpersonal communication skills in oral and written formats Highly skilled as a secretary: adept at accounts receivable and payable duties, routine correspondence, and handling confidential client information Demonstrated loyalty and dedication to company's missions Formally educated in illustration, photography, and basic graphic design Skill Highlights Microsoft Office Suite Peachtree Accounting Spreadsheet development Schedule management Telephone Skills Scheduling Travel booking Minute Taking Customer Service Critical Thinking Creative Problem Solving Cellular Expert Troubleshooting Smartphones Troubleshooting Network Connections Troubleshooting Internet and Wi-Fi Connections Core Accomplishments Calendaring   Planned all meetings and travel for CEO. Process Improvement   Oversaw implementation of new phone system which resulted in more cost-effective service. Research   Investigated and analyzed client complaints to identify and resolve issues. Multitasking   Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment. Customer Service   Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Payroll Assistance   Assisted with payroll preparation and entered data into cumulative payroll document. Professional Experience Customer Advocate September 2007 to March 2015 Company Name - City , State Answered a high volume of incoming calls in a national call center from current and prospective customers as well as sales associates Actively listened to each client to ensure complete understanding of their concerns and provided innovative and individualized solutions Conducted complex problem solving and made sure each client obtained resolution, reassurance and positive customer service experience at the end of their phone calls Accessed client account database to retrieve information and update changes, all the while maintaining personable and professional phone conversations with customers Flexibly adjusted communication styles to each caller, particularly in terms of their level of familiarity with cellular technology and service structures, to ensure that they understood instructions, policies and procedures Administered device-related troubleshooting Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken Maintained up-to-date knowledge of constantly changing services and products, in order to provide customers with the accurate information and best solutions. Legal Secretary January 2006 to May 2007 Company Name - City , State Prepared court documents, deeds, real estate transfer statements, purchase agreements, contracts, power of attorney, wills, and routine correspondence Performed accounting duties including accounts receivable, accounts payable, entry of time slips, monthly billing, payroll, payroll taxes, and balancing of trust accounts and estates Greeted clients and offered them seats as they waited, updating them of their appointment status Scheduled appointments for clients, administering reminders for both clients and lawyers Ensured the office was well-stocked with supplies and organized for the maximum efficiency. Administrative Assistant/Customer Service Rep August 2005 to January 2006 Company Name - City , State I worked directly with the President of Doane College and the Chief Financial Officer to schedule and plan meetings and events, put together materials for the fall board meeting, took minutes, handled board member inquiries, booked travel arrangements and created itinerary for work trips. Retail Banking Representative II June 2002 to August 2003 Company Name - City , State I provided excellent customer service, assisting customers with account inquiries via phone and in person Opened accounts, solved problems and cross-sold financial products Scanned checks, daily balancing of my drawer, the ATM, vault and total branch balancing Education Bachelor of Arts : Majors: Fine Art and Biology , 1985 Doane College - City , State Presidents Scholarship, Doane College - 4 years Outstanding Achievement Scholarship, Doane College- 4 years Pallet Scholar Award, Doane College- 4 years American Legion Award, Loup City, NE - 1981 Special Recognition Award for Outstanding Yearbook Editor - 1985 Mary L. Chapin Senior Art Award, Doane College - 1985 Yearbook Editor and Co-Head Photographer -1984 and 1985 President and member, Delta Chi Upsilon Sorority President and member, Doane Art League Art Editor, XANADU literary magazine Alpha Lambda Delta and Cardinal Key Honor Societies GPA: 3.44 Skills Office and accounting - accounts payable, accounts receivable, payroll, billing, taxes Customer service excellence and executive administrative assistance - personal banker, national call center representative for major wireless company, secretary for President of a college, secretary for a lawyers office Problem solving and critical thinking - billing, service, sales, wireless network troubleshooting, wireless device troubleshooting

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PATIENT ADVOCATE Professional Profile Detail-oriented, efficient and organized, with extensive background in community-based organizations seeks to bring strong work ethic and engaging interpersonal communication to a vibrant company. Over seven years of experience as an office manager/tax preparation worker and over three years of experience assisting patients register for government programs. Qualifications Independent worker Exceptionally organized Record-keeping EMail Software (Outlook, Thunderbird, etc) Internet Browser (Internet Explorer, Firefox, etc) Peripheral Devices (Scanners, Printers, etc) Personal Computers Spreadsheet Software (Calc, Excel, etc) Utility Software (Virus, File Compression, etc) Word Processing Software (Word, WordPerfect, etc) Tax preparation Experience Patient Advocate September 2009 to December 2014 Company Name － City , State Answer applicants' questions about benefits and claim procedures. Interview benefits recipients at specified intervals to certify their eligibility for continuing benefits. Interpret and explain information such as eligibility requirements, application details, payment methods, and applicants' legal rights. Initiate procedures to grant, modify, deny, or terminate assistance, or refer applicants to other agencies for assistance. Compile, record, and evaluate personal and financial data in order to verify completeness and accuracy, and to determine eligibility status. Interview and investigate applicants for public assistance to gather information pertinent to their applications. Check with employers or other references to verify answers and obtain further information. Keep records of assigned cases, and prepare required reports. Schedule benefits claimants for adjudication interviews to address questions of eligibility. Prepare applications and forms for applicants for such purposes as school enrollment, employment, and medical services. Tax Preparer/Office Manager December 2005 to September 2009 Company Name － City , State Would supervise employees engaged in tax preparation services. Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables. Prepare or assist in preparing simple to complex tax returns for individuals or small businesses. Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum. Interview clients to obtain additional information on taxable income and deductible expenses and allowances. Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns. Furnish taxpayers with sufficient information and advice to ensure correct tax form completion. Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns. Calculate form preparation fees according to return complexity and processing time required. Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures. Tax Preparer/Office Manager January 2002 to December 2004 Company Name － City , State Would supervise employees engaged in tax preparation services. Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables. Prepare or assist in preparing simple to complex tax returns for individuals or small businesses. Use all appropriate adjustments, deductions, and credits to keep clients' taxes to a minimum. Interview clients to obtain additional information on taxable income and deductible expenses and allowances. Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns. Furnish taxpayers with sufficient information and advice to ensure correct tax form completion. Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns. Calculate form preparation fees according to return complexity and processing time required. Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures. Certifications Associate of Science : Dental Technician , 2000 Instituto Tecnico Dental 90 － City , State , Colombia Certificate : CPR - IV Medication Administration , 2000 Cruz Roja Colombiana － City , State , Colombia High School Diploma : 1996 Colegio Liceo Colombia － City , State , Colombia Languages English - Good ( Read Write Speak ) Spanish - Excellent ( Read Write Speak ) Skills Fast data entry Spreadsheet tables preparation Processing financial forms Customer Service Making fast strategic decisions in accordance to company rules Additional Information Driver's License Class C - Standard Driver's License

ADVOCATE

CONSUMER ADVOCATE Summary To obtain a position that would utilize my strong customer service, communication, and leadership skills and offer opportunity for continued professional growth and development. Skills Results-oriented Client-focused Quick learner Computer proficient File/records maintenance Training and development File/records maintenance Microsoft Office Experience 09/2016 to Current Consumer Advocate Company Name － City , State Assist consumers in signing up for health coverage through multiple health insurance companies. Assist consumers with accessing their accounts and answering questions regarding their enrollments. Assist consumers with changes to their account and assist in resolving any payment issues with their account. 06/2016 to 09/2016 Customer Service Representative Company Name － City , State Answer phones, greet clients. Assisted clients with writing new auto, home, and marine policies. Processed policy changes and renewals as well as remarketing policies to acquire rate reductions clients. Sold Auto, Home, Marine and Renters policies as well as upselling and cross-selling additional product lines. Provided agents with MVR's, correspondences, filing, and processing personal policies. Provided additional clerical duties as assigned. 09/2014 to 06/2016 Customer Service Representative Company Name － City , State Answer phones, greet clients. Assisted clients with writing new auto, home, and marine policies. Processed policy changes and renewals as well as remarketing policies to acquire rate reductions clients. Sold Auto, Home, Marine and Renters policies as well as upselling and cross-selling additional product lines. Provided agents with MVR's, correspondences, filing, and processing personal policies. Provided additional clerical duties as assigned. 05/2012 to 09/2014 Administrative Assistant Commercial / Personal Lines CSR Company Name － City , State Answered phones, greet clients. Prepared marketing materials, client presentation folders and commercial policy binders for agents and clients. Created client data spreadsheets using Microsoft Excel. Processed Commercial Insurance Policies including commercial property, commercial liability and workers compensation insurance.  12/2007 to 05/2012 Field Representative Company Name － City , State Inspected and photographed commercial and residential properties for major Insurance companies. Identified roof, siding, foundation, electrical and plumbing types as well as identified commercial hazards and liability risk. Ensured that the insurance risks were acceptable and properly insured. Worked from a home based office, submitting data and reports on a daily basis. Used CAD to estimate accurate square footage and floor plan lay outs. Contacted policyholders to schedule appointments as needed to access properties for high value inspections and interior inspections. Achieved 96% and above accuracy rate on submitted reports. 05/2006 to 03/2007 Personal Lines Customer Service Representative Company Name － City , State Assisted agents with quoting and issuing new personal lines policies in all markets. Provided customer insurance assistance over the phone and in person to personal lines clients. Strong data entry using Applied, Word, Excel and various online insurance quoting systems. 03/2005 to 05/2006 Personal Lines Inside Sales Agent Company Name － City , State Quoted and issue personal lines policies in all markets. Provided customer assistance over the phone and in person to personal lines clients and VIP clients. Strong data entry using Applied, Word, Excel and various online insurance quoting systems. 09/1999 to 03/2005 Underwriting Supervisor Company Name － City , State Managed a team of twelve or more associates to successfully meet or exceed the centers daily, monthly, and yearly objectives. Conducted individual development sessions to evaluate performance, determine trends and training issues. Assisted associates in establishing career goals and achievements. Established team contest and other motivating events. Effectively supported both California and Nevada underwriters. Monitored productivity and accuracy of account servicing and maintenance. 09/1992 to 09/1999 Customer Service Team Lead Company Name － City , State Oversaw the processing of member transactions by the Customer Service Associates. Provided assistance to supervision in the call monitoring process to ensure accuracy and quality service. Provided assistance to supervision with team daily reports, team meetings, and other assigned duties. Provided feedback to supervision on associate's performance. Effectively handled member complaints and escalations to satisfaction. Provided assistance to supervision in managing the service level by taking inbound calls when warranted. Performed all the duties of a customer service associate. 04/1988 to 09/1992 Travel Sales Associate Company Name － City , State Responsible for travel sales to new and existing clients. Met or exceeded all goals and objectives. Education and Training Certificate and licensed in California Property and Casualty Insurance. Insurance Educational Association － City , State Certificate in Travel and Tourism Travel and Tourism Institute － City , State Skills Client Relations Multi-task management Computer Proficient, including Microsoft Office. Project management Creative problem solving  Customer needs assessment Customer satisfaction Customer service Reports creation  Associate supervision Clerical skills

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YOUTH ADVOCATE Professional Summary Motivated, enthusiastic, responsible and goal-oriented young educator seeking new opportunities in education and educational background of Psychology and Sociology. Personal and empathetic, with great sense of humor and the ability to bring out the best in others. Skilled in working with children with special learning skills and mental health issues. Motivate and able to bridge student experiences, academic lessons and subjects to real- life situations. Active team member who can effectively collaborate with all stakeholders and establish quality relationships in working with difficult children. Core Qualifications Critical thinker Problem resolution ability Client/family focused Solution-focused counseling Self-starter Dedicated patient advocate Low income and homeless populations Client engagement Quick learner Case management Compassionate Reliable transportation Experience Youth Advocate 09/2015 Company Name City , State Work with youth ages 12-18 that are homeless (for various reasons), living in shelter with personal, social, academic, and life goals. Consult with other professionals regarding the treatment of specific clients. Counsel and prepare residents for their transition back into the community. Quickly respond to crisis situations when severe mental health and behavioral issues arose. Teacher 06/2011 to 04/2015 Company Name City , State Develop individual educational plans (IEPs) designed to promote students' educational, physical, or social development. Confer with parents, administrators, testing specialists, social workers, or other professionals to develop individual education plans (IEPs). Confer with parents, guardians, teachers, counselors, or administrators to resolve students' behavioral or academic problems. Maintain accurate and complete student records as required by laws, district policies, or administrative regulations. Develop or implement strategies to meet the needs of students with a variety of disabilities. Teach students personal development skills, such as goal setting, independence, or self- advocacy. Teacher 06/2008 to 07/2011 Company Name City , State Maintain accurate and complete student records as required by laws, district policies, or administrative regulations. Guide or counsel students with adjustment problems, academic problems, or special academic interests. Modify the general kindergarten or elementary education curriculum for special-needs students. Confer with parents, administrators, testing specialists, social workers, or other professionals to develop individual education plans (IEPs). Develop individual educational plans (IEPs) designed to promote students' educational, physical, or social development. Teach students personal development skills, such as goal setting, independence, or self- advocacy. Mental Health Case Manager 10/2004 to 06/2011 Company Name City , State Maintain confidentiality of records relating to clients' treatment. Encourage clients to express their feelings and discuss what is happening in their lives, helping them to develop insight into themselves or their relationships. Fill out and maintain client-related paperwork, including federal- and state-mandated forms, client diagnostic records, and progress notes. Refer patients, clients, or family members to community resources or to specialists as necessary. Teacher 06/2003 to 07/2007 Company Name City , State Confer with parents, administrators, testing specialists, social workers, or other professionals to develop individual education plans (IEPs). Develop individual educational plans (IEPs) designed to promote students' educational, physical, or social development. Encouraged students to persevere with challenging tasks. Differentiated instruction according to student ability and skill level.Encouraged parents to take an active role in their child's education. Accomplishments Maintain accurate and complete student records as required by laws, district policies, or administrative regulations. Develop individual educational plans (IEPs) designed to promote students' educational, physical, or social development. Confer with parents, administrators, testing specialists, social workers, or other professionals to develop individual education plans (IEPs). Develop or implement strategies to meet the needs of students with a variety of disabilities. Teach students personal development skills, such as goal setting, independence, or self-advocacy. Guide or counsel students with adjustment problems, academic problems, or special academic interests. Bachelors Degree in Psychology and Sociology Master's in School Administration/Supervision 45+ hours of Masters level course in school counseling Certified in Special Education K-12 Passed the Praxis Series 10 years of related teaching experience Five years of related mental health experience Experience with dealing with families and conducting meetings Silver National Career Readiness Certificate Education Master of Education May 2016 LIBERTY UNIVERSITY City , State GPA: GPA: 3.57 GPA: 3.57 Bachelor of Arts : Psychology/Sociology May 2003 NORTH CAROLINA WESLEYAN COLLEGE City , State GPA: GPA: 2.72 Psychology/Sociology GPA: 2.72 Master of Education School Administration Jun 2006 CAMBRIDGE COLLEGE City , State GPA: GPA: 3.82 GPA: 3.82 High School Diploma Jun 1997 EASTERN SENIOR HIGH SCHOOL State Skills Mental Health, Excel, PowerPoint, Windows, Microsoft Word, Quality Teaching

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PATIENT ADVOCATE Career Overview Skilled medical assistant with the sound knowledge of technical support, medical duties and clerical skills. Excellent communication skills along with very solid customer service knowledge. Core Strengths Active listening skills Energetic work attitude Strong organizational skills Healthcare billing proficiency Clinical training Medical Assisting specialist Computerized charting specialist CPR/BLS certified Medical coding capability Talent in obtaining/charting vital signs Patient positioning understanding Qualified in specimen collection/processing Microsoft Office Spreadsheet development Insurance processing Patient charting Health insurance processing Insurance eligibility verification Medical billing High customer service standards Conflict resolution proficiency Proficient with Microsoft Office Suite Microsoft Word, Excel, PowerPoint Detail oriented Planning/coordinating Excellent quantitative skills Accomplishments Honor Roll recipient OSHA Compliance   Properly disposed of daily biohazard waste in compliance with federal and local regulations. Customer Interface   Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders. Clinical Skills   Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration. Work Experience Patient Advocate , 09/2014 Company Name － City , State Screen patients to Determine Eligibility Screen patients in Emergency room, throughout the hospital, and as walk-ins Help patients apply for Medicaid Coverage Send application and supported documents to Medicaid office Follow up with patients and Medicaid office Verify Insurance using Health XNet Certify accounts in Medicaid portal so client could bill Insurance Code account accurately to continue following up Tech , 05/2014 to 08/2014 Company Name － City , State Verified that information in the computer system was up-to-date and accurate. Developed patient care plans, including assessments, evaluations, and nursing diagnoses. Helped physicians examine and treat patients by assisting with instruments, injections and suture removal. Ensured HIPAA compliance. Maintained patient privacy and confidential patient information. Tested patients' blood glucose levels. Obtained vitals for a floor of 10 patients per shift. Support Center Rep , 03/2012 to 12/2013 Company Name － City , State Responsible for Answering Phones Scheduling Patients Sending Tech Calls to Triage Nurse Auditing Charts Verified that information in the computer system was up-to-date and accurate. Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Externship Site , 02/2012 to 03/2012 Company Name － City , State PSR I Responsible For Registering Patients Answered phones, Scheduled appointments, greeted patients Responsible for keeping care of the treatment rooms, records of the office and patients, instruments etc. Responsible for the measuring patient vitals such as temperature, pulse rate, weight, height, blood pressure etc. and record their information in record. Maintained the data of the patients and office on the computer and keep the records, billing, transactions, books, etc. Responsible for the sterilizing and cleaning instruments and preparation of the treatment rooms for patients. Answered phones, schedule appointments, greeted patients, sorted mail, and type the doctor's letters and memos when needed. Credit Education Specialist/Customer Service Rep , 01/2009 to 01/2010 Company Name － City , State Responsible for customer service in the Credit Education division, duties included answering customer inquiries, problem solving and providing detailed information on consumer credit. Informed incoming callers about services for consumer credit. Established great communication skills with customers. Cashier/Shift Manager , 01/2007 to 01/2009 Company Name － City , State Managed Cashiers to ensure order accuracy. Took customer's orders correctly and made sure they received their orders promptly. Managed team to ensure orders were made correctly and in a timely fashion. Responsible for cash drawer balance at the end of each cashiers shift. Educational Background Certificate : Medical Assistant , 2011 PIMA Medical Institute － City , State , US PIMA Medical Institute Medical Assistant Certificate Albuquerque, NM 2010-2011 GPA 3.8 Honor Roll recipient. G.E.D : 2008 Central New Mexico Community College － City , State , US Central New Mexico Community College G.E.D Albuquerque, NM 2008 Certifications EKG CPR Certified CPR Medical Assistant Certificate Medical Assistant Skills Answering, Credit, Customer Inquiries, Customer Service, Problem Solving, Receptionist, Retail Sales, Cash, Cashier, Answering Phones, Auditing, Scheduling, Medical Assistant, Medical Assistant Certificate, Access, Clerical, Coding, Cpr, Cpr Certified, Cpt, Data Entry, Ekg, Excel, Filing, Icd, Icd-9, Medical Coding, Outlook, Phlebotomist, Phlebotomy, Sterile, Sterilization, Word, Billing, Schedule Appointments

ADVOCATE

PATIENT ADVOCATE Summary Seeking an opportunity in an Management/HR Department where my professional experience and education will allow me to make an immediate contribution, as an integral part of a progressive organization. Education and Training HealthCare Administration- Human Resources , 2017 Herzing University- Online － City , State , Unitted States Bachelor of Science : Management - Human Resource Management , 2009 Kaplan University － City , State , United States Business Administration Management , 2007 Kaplan University － City , State WFHM Reverse Mentoring Senior Management : 1983 MSTA Business College － City , State WFHM Diversity Program MBA : 2011 - Chuck Bishop/ Eric Stoddard Diverse Leaders Program CRA Best Practices Project : October 2011 Business Administration Management Learning and Development Springfield, IL Human Resources Mentor- Jennifer Cultip Smith HR Manager NC Experience Patient Advocate May 2017 to Current Company Name － City , State As a patient advocate, I am responsible for the developing, revising and implementing policies and procedures as needed.  Facilitates the patient complaint/grievance process, with positive patient experience.  Making rounds to each unit daily, visit all new admissions and also identify patients' needs or issues and then visit the patients to advocate on their behalf.  Actively working with unit leaders and staff to assign and assure follow-up action is taken quickly to resolve all issues.  Documenting and reporting trends in patient attitudes and /or obstacles to delivery immediate service recovery.  Investigates referrals/complaints through review of records and discussion with appropriate individuals in an objective, thorough and tactful manner.  Participates in staff and community education on patient rights, the complaint procedure and other related issues as requested.  Generate weekly/ end of month reports and track IRIS reports, discharge phone calls reporting back to unit leaders positive/negative feedback.  Training, coaching, delegating work responsibility. Office Support March 2015 Company Name － City , State Managed day to day operations with minimal supervision Created reports, and Purchased office material. Performs complex, clerical services for the Intact Services. Provide clerical support to the team supervisor staff, delegated work flow. Including but not limited to mailing, filing, scanning confidential documents, extensive communication with all statewide agencies business managers and financial managers. Review each bill within five (5) working days of receipt for accuracy and completeness. Notify the Purchase Of Service (POS) agency of any adjustment to the bill that must be made due to incorrect information and then submit the bill for payment. Prepare Billings that are completed and accurate for processing and remove inaccurate entries from the CFS form. Sent incorrect cases to the POS agency to be corrected and re-billed. Created a new Bureau of Operations Intact Family Services Billing Process Manual. Created a billing tracking system for all incoming bills, business managers; POS intact email distribution list. Review each bill within five (5) working days of receipt for accuracy and completeness. Notify the Purchase Of Service (POS) agency of any adjustment to the bill that must be made due to incorrect information and then submit the bill for payment. Prepare Billings that are completed and accurate for processing and remove inaccurate entries from the CFS form. Sent incorrect cases to the POS agency to be corrected and re-billed. Created a new intact billing work flow from SACWIS for billing staff. Operations Team Lead September 2002 to January 2015 Company Name － City , State Interact and act as a liaison with business clients, business partners, internal and external staff, and update share point sites. Review and certify system access for team members. Prepare agendas, materials; coordinate room/equipment reservations. Manage electronic calendars; schedule meetings, appointments, conference calls. Conduct interviews and make hiring recommendations. Contribute and participate in team coaching and performance development discussions. Pre-Screening Candidates for Interviews. Facilitate feedback discussions with individuals. Participate and conduct team member training. Create offer Letters and Hiring Kit. Ensures that the team's acquisitions are completed on time and accurately. Planning, coordinating, and monitoring daily activities; ranging from routine to moderately complex work in a major corporate environment. Reviewing, prioritizing, and distributing daily work to meet deadlines and goals. Monitoring work in progress making adjustments as needed. Effectively trains staff on duties, responsibilities, and expectations. Accomplishments Founder of Women Embracing Diversity Non-Profit Women's Support Group Organize Women Conferences/ Plan Activities. Skills acquisitions, agency, Billing, Billings, clerical, Coach, coaching, clients, email, Senior Management, filing, financial, Hiring, Human Resources, HR, Information Security, Letters, mailing, materials, MBA, meetings, Mentor, Mentoring, Access, PowerPoint, share point, Windows XP, Microsoft word, Networking, POS, Presentations, progress, scanning, supervisor, Excel, Generating Reports, MyRounding Application and Press Ganey

ADVOCATE

COMMUNITY ADVOCATE Summary Dedicated and focused Community Advocate who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Certifications CPR and First Aid Highlights Active listening skills                  Time management Courteous demeanor                  Detail-oriented Energetic work attitude      Telecommunication skills           Sharp problem solver Adaptive team player                 Strong organizational skills  Customer service expert  Flexible schedule Experience Community Advocate Nov 2015 to Current Company Name － City , State Made it my goal to promote the independence of disabled individuals. Managed daily office operations and maintenance of community and consumer relations.  Offered exceptional customer service to differentiate and promote the company brand. Collaborated with customer service team members to give exceptional service throughout the entire educational and joyful experience. Balanced the needs of multiple customers simultaneously in a fast-paced retail environment. Communicated Fairplex policy violations to the leadership team in a timely manner. Offered direction and gave constructive feedback to motivate team members. Held each team member accountable for achieving brand and performance goals. Built and maintained effective relationships with peers and upper management. Lead Human Resource Recruiter May 2012 to Jan 2015 Company Name － City , State Answered customers' questions and addressed problems and complaints in person and via phone.   Helped customers select products that  best fit their personal needs.  Maintained visually appealing and effective displays for the entire office. Offered exceptional customer service to differentiate and promote the company brand. Built customer confidence by actively listening to their concerns and giving appropriate feedback. Offered direction and gave constructive feedback to motivate team members. Held each team member accountable for achieving brand and performance goals. Built and maintained effective relationships with peers and upper management.  ​ Exhibit Creator Aug 2008 to Oct 2009 Company Name － City , State Maintained visually appealing and effective displays for the entire building.   Offered exceptional customer service to differentiate and promote the company brand. Collaborated with customer service team members to give exceptional service throughout the entire educational and joyful experience. Balanced the needs of multiple customers simultaneously in a fast-paced retail environment. Communicated Fairplex policy violations to the leadership team in a timely manner. Offered direction and gave constructive feedback to motivate team members. Held each team member   Education and Training Dietetics CALPOLY Pomona － City , State , USA Minor in Psychology Associate of Science , Social and Behavioral Sciences 2012 Citrus College － City , State , USA Minor in Psychology High School Diploma , General 2008 Charter Oak High School － City , State , USA Skills Filing, Professional and friendly, Careful and active listener, Multi-tasking

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VICTIM ADVOCATE Professional Summary  Social worker with more that five years of experience as Multicultural Victim  Advocate and exceptional people skills. Versed in advocacy and case management . Desires a challenging role as HR Generalist.   Strategic planning and client relationship management expert. Experience in counseling individuals of various ethnic and socio-economic backgrounds, including Latinos and immigrants from various countries. Core Qualifications Case management Interpersonal skill Crisis intervention Client relations Databases Decision making Adaptable Self motivated Creative problem solving  Bilingual Translation and Interpretation (Spanish and English) Legal navigation Public speaking Team player Computer proficient File/records maintenance Organizational skills Experience February 2015 to March 2017 Company Name City , State Victim Advocate April 2014 to March 2015 Company Name City , State Multicultural Advocate Conducted a support group for victims of domestic violence. Trained other professionals in multiculturalism, immigration and how to better served the Latino community. Connected clients with community service and resource agencies. Provided comprehensive case management services, including creating personalized safety plans , assistance with Court filings, crisis intervention, education on victim's rights, victim's compensation, navigation of the justice system, accompaniment to court and connecting victim's families with appropriate resources in the community. Interpretation and translation in court. June 2013 to February 2014 Company Name City , State Intern Entered numerical data into databases in a timely and accurate manner. Developed a community group targeting immigrant youth: empowerment, cultural diversity and healthy behavior. Assisted clients with legal interpretation. Provided referral and advocacy services. August 2012 to May 2013 Company Name City , State Interpreter/translator Displayed sensitivity to the cultural and linguistic needs of the clients and families served. Performed a variety of modes of interpreting such as: simultaneous,consecutive,whispered. Convert concepts in the source language to equivalent concepts in the target language. Render spoken messages accurately, quickly, and clearly. Education 2014 Pellissippi State Community College City , State Professional studies International Organizational Leadership B.S Professional studies International Organizational Leadership 04/2016 Middle Tennesse State University City , State CCAHT Human Trafficking Training 07/2015 CCAHT Human Trafficking Summit by Community Coalition Against Human Trafficking Criminal Injuries Compensation Training 03-2015 Publications 12/2014 Immigrant Victims of Intimate Partners Violence (2014) Deferred Action for Childhood Arrivals (DACA): Renewal. (2014) Certification Process for U-Visa.(2014) The ABC's of Advocacy.(2014) Coordinated Community Response Training Knoxville FJC - Second Floor Auditorium Tuesday, March 24 - Wednesday, March 25 (9:00am - 4:00pm) Victim's Compensation Knoxville FJC March 25 (2p.m) Proceedings Involving Victims of Battering. (2014) Criminal Injuries Compensation Workshop 08 /2016 Certifications Understanding the Role of Experts in Immigration Proceedings Involving Victims of Battering National Clearinghouse for the Defense of Battered Women Knoxville TN 06/2014 U-VISA Department of Homeland Security  Knoxville TN 06-04-2014 Trauma Informed Advocacy Family Justice Center Knoxville TN 07/2014 Bridges Out of Poverty Knoxville Homeless Coalition                                                        Knoxville TN                                                                               08/2014 Emotional Safety Plan The Hotline Webinar Services Knoxville TN 08/2014 Community Schools Knox County Knoxville TN 07-2014 CPR YWCA Knoxville TN 06/2014 DACA National Immigration Law Center Knoxville TN 06/2014   Immigrant Victims of Intimate Partner Violence Jewish Woman International Knoxville TN 04/2014 Trauma Informed Advocacy Knoxville Family Justice Center Knoxville TN 07/2014 Expert Advice for Judges NIWAP Knoxville TN 12/2014   International Conference on Sexual Assault, Domestic Violence and Campus Responses New Orleans, LA 04/2015 Criminal Injuries Compensation Tennessee Department of Treasury Knoxville TN 08/2015 U-VISA and VAWA Catholic Charities Knoxville TN 07/2016 CCR- Safety Audit training Family Justice Center Knoxville TN 05/ 2015 Human Trafficking Summit Human Trafficking Summit Community Coalition Against Human Trafficking Knoxville TN  07/2015   The ABC's of Advocacy TN Coalition   Knoxville TN 09/2014 ​ Criminal Injuries Compensation Tennessee Department of Treasury Knoxville TN 08/2016 Drug and Alcohol Workshop, Harassment Awareness City of Knoxville Knoxville TN 02/2015 ​ Languages Bilingual Spanish/English Skills Trained in indicators of child abuse, domestic Crisis and Human trafficking  intervention techniques, violence and human trafficking Strong client relations Bilingual in Spanish and English Culturally sensitive Public speaking ability Case management proficiency Excellent interpersonal skills Independent judgment and decision making Knowledge of civil court system ​

ADVOCATE

CUSTOMER ADVOCATE Professional Summary Customer care professional pursuing a position in an organization seeking an ardent problem solver, demonstrating immense levels of initiative whilst providing compassionate customer service, with over 4 years of customer relations experience. Eagerly ready to submerge into gaining new skills, while utilizing the skills I have acquired throughout my career to help propel this company to new heights. Recently earned "Recognizing You!" award for device upgrade sales incentive for customer service. Exceeded corporate target for customer satisfaction for 6 months in a row. Excelled in surpassing daily Target brand Debit and Credit card sales and product protection/replacement plans goals. Cashiered with multiple APOS windows at once in tandem to maximize customer flow and productivity. Experience 03/2015 to Current Customer Advocate Company Name － City , State Achieved customer satisfaction rating of 9.80 two months after training, exceeding corporate target of 9.20. Collected customer feedback and made process changes to exceed customer satisfaction goals. Made reasonable procedure exceptions to accommodate unusual customer requests. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Built customer loyalty by placing follow-up calls for customers who reported product issues. 12/2014 to 03/2015 Teller I Company Name － City , State Helped customers select products that best fit their personal needs Processed and issued money orders for customers. Delivered prompt, accurate and excellent customer service. Maintained adequate cash supply in cash drawers in multiple checkout stations. Maintained confidentiality of bank records and client information. Processed cash withdrawals. Examined checks for identification and endorsement. 03/2012 to 11/2014 Night Shift Leader Company Name － City , State Balanced daily bank vault inventory and ATM with a zero error rate, while supervising FSA's. Cross-sold promotional products and services while negotiating fees for check cashing. Provided genuine customer service to help grow branch revenue by exceeding customer expectations. Processed 5-7 SAR's per month and about 2 CTR's a month during busy tax season. Identified money laundering red flags, including but not limited to: falsified identification, altered documents, structuring, avoiding federal thresholds and evading BSA requirements. Knowledge of the GLB-Act and FTC safeguarding rules. Experience with the Bank Secrecy Act and Federal thresholds. Completed nightly collections research and a collections call sheet of about 46 calls per day within FDCPA call times. Informed customers about sales and promotions in a courteous and inviting manner. Completed nightly auditing of all staff paperwork, confirming each document was accounted for, factual, and correct while also assisting a high volume of customers. Weekly intranet training modules based on cash handling, money laundering, suspicious activity and company security policies. 10/2010 to 03/2012 Cashier Company Name － City , State Helped lead in drive of sales by cross-selling debit and credit cards under Target brand. Expertly utilized cash register equipment and carefully handled large amounts of money. Looked up prices and store merchandise while politely assisting customers. Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service. Assisted customers in finding out-of-stock items. Stocked and rotated inventory regularly. Greeted each customer with a smile and made their experience as convenient as possible. 10/2009 to 01/2010 Cashier Company Name － City , State Operated a cash register to process cash, check and credit card transactions. Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Readily stocked returned and misplaced items, making sure to always strive for productivity. Worked comfortably in hectic situations, while handling other task. Maintained a clean work station and friendly atmosphere. 05/2008 to 06/2009 Team Member Company Name － City , State Efficiently trained new hires, keeping them knowledgeable of all company policies and guidelines. Always adhered to and implemented company safety training and requirements. Kept a clean environment for the park guests and readily answered all questions with genuine enthusiasm. Kept current with all park information to give guests the best experience possible. Education 2009 High School Diploma Howard W. Blake － City , State , U S Skills ATM, auditing, call center, cash handling, cash register, credit, client, customer satisfaction, excellent customer service, customer service, debit, fashion, FSA, inventory, money, negotiating, policies, research, safety, selling, sales, supervising, tax

ADVOCATE

CUSTOMER ADVOCATE Professional Summary I was in R.O.T.C for 4 years in high school. I Was in our unarmed drill team, I was second in command. I would be in drill meets and in competitions. Not only was this distraction for me but it was also a learning experience for me. I gathered leader ship skills, team work skills, also responsibility skills. When we needed to get something done I was taught to take the initiative to get things done. I did lead a couple of our drill meets. I did learn how to handle hard situations. Work Experience Customer Advocate Dec 2014 to Nov 2015 Company Name - City , State responsibilities are making sure our customer leave with cash, making sure all documents are updated on file of each customer. One of my tasks are to have our campaign calls completed by Monday and have the report sent. We go to each customer's account to see if they have and cash available loan wise, we give them a brief call reminding them they have cash. I need to have sent out the summary report by Monday. By doing this we get more customer's in helping us meet our goals.We Also make sure our environment is clean and nice for our customer's to feel welcomed. Ensuring all documents are correct in system to meet compliance. Verify and examine information and accuracy of loan application and closing documents. Record applications for loan and credit, loan information, and disbursements of funds, using computers. Present loan and repayment schedules to customers. Calculate, review, and correct errors on interest, principal, payment, and closing costs, using computers or calculators. File and maintain loan records. Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips. Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds. Process and maintain records of customer loans. Jul 2014 to Jan 2015 Company Name - City , State Greet customers and ascertain what each customer wants or needs. Describe merchandise and explain use, operation, and care of merchandise to customers. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Answer questions regarding the store and its merchandise. Maintain records related to sales. Place special orders or call other stores to find desired items. Prepare merchandise for purchase or rental. Watch for and recognize security risks and thefts, and know how to prevent or handle these situations. Inventory stock and requisition new stock. Clean shelves, counters, and tables. Help customers try on or fit merchandise. Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits. Estimate quantity and cost of merchandise required, such as paint or floor covering. Bag or package purchases, and wrap gifts. Greet customers and ascertain what each customer wants or needs. Jun 2014 to Dec 2014 Company Name - City , State Receive payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers. Greet customers entering establishments. Process merchandise returns and exchanges. Describe merchandise and explain use, operation, and care of merchandise to customers. Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans. Recommend, select, and help locate or obtain merchandise based on customer needs and desires. Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items. Answer questions regarding the store and its merchandise. Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices. Maintain records related to sales. Inventory stock and requisition new stock. Help customers try on or fit merchandise. Apr 2012 to Aug 2014 Company Name - City , State Maintain sanitation, health, and safety standards in work areas. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Clean food preparation areas, cooking surfaces, and utensils. Issue receipts, refunds, credits, or change due to customers. Verify that prepared food meets requirements for quality and quantity. Greet customers entering establishments. Prepare specialty foods such as pizzas, fish and chips, sandwiches, and tacos, following specific methods that usually require short preparation time. Answer customers' questions, and provide information on procedures or policies. Measure ingredients required for specific food items being prepared. Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans. Take food and drink orders and receive payment from customers. Stock shelves, and mark prices on shelves and items. Clean, stock, and restock workstations and display cases. Wash, cut, and prepare foods designated for cooking. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Serve orders to customers at windows, counters, or tables. Pre-cook items such as bacon, to prepare them for later use. Prepare dough, following recipe. Education and Training High School Diploma Jun 2014 ELDORADO HIGH SCHOOL - City , State diploma Skills calculators, cash registers, closing, cooking, credit, funds, Inventory, Issue receipts, mark, money, windows, nice, paint, policies, quality, Maintain records, safety, sales, tables, team work, wise, written

ADVOCATE

PATIENT ADVOCATE Summary Customer service professional dedicated to effective team management and customer satisfaction, bringing extensive call center experience in inbound, outbound and blended environments. Strength in training and development, client relations and problem solving. Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Skills Customer service expert Customer-focused Strong organizational skills Skilled multi-tasked Creative problem solver Deadline-oriented Active listening skills Scheduling Quick learner Bilingual Training development aptitude Dentrix/Open Dental Training Credit card processing Experience Patient Advocate May 2015 to Jun 2017 Company Name － City , State Maintained accurate records of patient care, condition, progress and concerns. Observed and documented patient status and reported patient complaints to the case manager. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Set up patient appointments for all locations. Kept record of conversation on each individual file. Meet certain appointment goals daily and monthly. Answered basic questions regarding Insurance, past, and future treatments. Inbound Calls Outbound Calls. Insurance Agent Dec 2014 to May 2015 Company Name － City , State Closed an average of 10 new sales per week. Calculated premiums and established payment methods for sales. Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage. Processed applications, payments, corrections, endorsements and cancellations. Met with an average of 5 walk-in policyholders a day to address and resolve complaints. Called 250 warm leads each week to expand client base. Promoted agency products to customers in person, on the telephone and in writing. Finalized sales and collected necessary deposits. Collected all premiums on or before effective date of coverage. Prepared necessary paperwork to process insurance sales and renewals. Submitted up-to-date activity and production logs to agency management for review. Debt Collector Apr 2014 to Dec 2014 Company Name － City , State Strong Problem Solver Inbound/Outbound Calls regarding past due accounts with major retailer, and banks. Collect Daily goals to meet certain amount of money. High Call Volume Set up payment plans on automated system Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with up to 20 calls in queue per minute. Aug 2013 to Mar 2014 Company Name － City , State Assessed need for, ordered, obtained and interpreted appropriate lab tests. Recorded patients' medical history, vital statistics and test results in medical records. Delivered high-quality and compassionate treatment to indigent and low-income patient community. Directed patients in prescribed range of motion exercises and in the use of braces or artificial limbs. Scheduled and accompanied clients to medical appointments. Provided transportation, assistance and companionship to clients. Cleaned and organized patients' living quarters. Assisted with patient transfer and ambulation. Positioned residents for comfort and to prevent skin pressure problems. Education and Training High School Diploma 2013 Winfree Academy Charter School － State CNA Certificate 2012 City , State Skills agency, basic, call center, case manager, CNA, Creative problem solver, Credit, client, clients, Customer service, fast, financial, Insurance, insurance sales, listening, money, Strong organizational skills, patient care, Problem Solver, progress, quality, Quick learner, range of motion, sales, Scheduling, statistics, telephone, Training development, transportation

ADVOCATE

BENEFIT ADVOCATE Career Overview Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Core Strengths Strong organizational skills MS Word, MS Excel, MS PowerPoint, MS Office Publisher Outlook  Loan Servicing Systems: MSP/Fidelity, SEAS and Image Viewer Legal Search Engine: Lexis Nexis, Westlaw, CRM Selling System Citrix, online medical software: Encoder Pro and MedPolicy Negotiation competency Active listening skills Seasoned in conflict resolution Sharp problem solver Courteous demeanor Employee relations specialist High customer service standards Customer service management expertise Troubleshooting skills Telecommunications knowledge Work Experience Benefit Advocate March 2015 to Current Company Name - City , State Provide excellent customer service by responding to customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication. Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding benefits, eligibility, claims, financial spending accounts and correspondence. Answers customer's questions to help guide and educate them through selecting the best benefit plan options, maximize the value of their health plan benefits by helping them understand and select quality care providers. Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance. Assist in negotiating fees with healthcare providers on behalf of members. Encourages self-sufficiency by assisting members in navigating company websites, cell phone applications, and tools. Take ownership of each call to build rapport by providing resolutions on behalf of the member in real time. Creates, generates, and initiates requests for customer callbacks to allow research and follow-up with the customer. Research complex claims issues across multiple databases and work with support resources to resolve customer issues in addition to collaborating with other departments to resolve escalated issues. Provide benefits education and status on previously submitted pre-authorizations or pre-determination requests. Exceeds the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance. Participates in and supports the development and implementation of special projects. Research and solve claims and billing issues. Helps members with eligibility and benefits coverage questions. Interfaces with insurance carriers, physicians, hospitals and other healthcare providers. Online Customer Service Representative Aerotek Contractor December 2014 to February 2015 Company Name - City , State Provide excellent customer service by responding to customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication. Contracted/temporary assignment assisting customers with enrolling for online banking, resetting user names and passwords. Responsible for updating accounts with correct information for proper reception with advanced access codes for financial transfers and bill pay. Assisted assist customers with accessing their accounts due to customer account protection blocks that prevent fraud and offer advanced protection. Senior Customer Service Representative September 2013 to April 2014 Company Name - City , State Xerox Corporation Provide excellent customer service by responding to customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication. Provided Services for Wellpoint Insurance. Handled the needs of medical professionals providing excellent customer service. Verified benefits and eligibility of medical policies, claim statuses. Researched and confirmed ICD-9, CPT & Diagnosis codes are billable and valid based on medical necessity via online medical software Encoder Pro and MedPolicy. Sales Representative/Holistic Health Coach March 2011 to December 2014 Company Name - City , State Provide excellent customer service by responding to customer interactions via the telephone, email, internet, or in person in a professional, courteous, accurate manner while recording a brief overview of communication. CEO/COO of Health and Wellness/Weight Management Company. Successfully sold over thirty thousand dollars in first six months of business. Managed a team of nine health coaches, who traveled the country networking and building the brand. Successfully conducted both cold and warm sales calls. Persuaded clients to adopt unhealthy lifestyles and eating habits. Conducted weekly consultations via the phone or video chat and/or social media forum. Collaborated one-on-one with clients, identified dieting and weight loss challenges, set realistic dietary goals and designed weight management menus. Collaborated with clients to create options to achieve healthy results according to body type. Coached, observed, monitored results, altered individual programs and celebrated milestones. Duties also included office management, customer support for online order status, history. Logged, tracked and managed leads, contacts, organizations, partners, vendors and suppliers. Office management, administrative support, including new health coach recruiting and training, filing, deposits, and trade shows, conferences and weight release parties. Successfully supported branding with the ability to communicate healthy lifestyle practices and behavior modifications to clients, maintained knowledge base of products, nutrition and a healthy and active lifestyle. Effectively used consulting, coaching, customer service, inside sales and aggressive phone skills to maximize revenues. Strategically utilized reports to meet performance expectations achieve goals and hit sales quotas. Resolved customer issues and escalations. Mortgage Insurance Customer Service Representative June 2008 to June 2011 Company Name - City , State Subject Matter Expert (SME) solely selected to train new hires by the contracted company (Wells Fargo). Promoted to Senior Mortgage Insurance Customer Service Representative.  Provide excellent customer service by responding to customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication. Inbound customer service representative for hazard insurance clients. Assisted borrowers and external customers. Maintained hazard and flood lender placed insurance policies on mortgage loans. Assisted with manual production and the training and development of new hires on specific campaigns. Educational Background Associate of Science : Paralegal Colorado Technical University Coursework in Paralegal Studies Skills Accounts payable and receivable, Administrative  support : filing, researching Banking, billing, branding  Consulting Customer Service, customer support, telephone Data entry: MS Excel, MS Office, Outlook, MS PowerPoint, Publisher, MS Word Employee training Human resource: recruiting, payroll, policies, quality, rapport, insurance, coaching Medical Billing and coding: ICD-9, ICD-10  Mortgage loans, negotiating, networking Office management: selling, sales, scheduling, taxes,  phone skills, phone, trade shows, type, video, websites

ADVOCATE

ADVOCATE GENERAL Professional Summary Over eleven years experience in management in the Criminal Justice and Mental Health disciplines Developed innovative "Delayed Sentencing" and "Aftercare" programs for Oklahoma County and surrounding courts Over six years managing a surety company (Bail Bond and Recovery) Proven record of innovative and effective staff development Strong commitment, vision and leadership Skill Highlights Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes Computer-literate performer with extensive software proficiency covering wide variety of applications Proven relationship-builder with unsurpassed interpersonal skills Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards Results-driven achiever with exemplary planning and organizational skills Innovative problem-solver who can generate workable solutions and resolve complaints. Additional Training Therapeutic Options Training CPR Professional Experience Advocate General August 2014 to Current Company Name Provides oversight for state operated and private facilities licensed or contracted with the Department of Mental Health Developed the Advocacy Conditional Release Monitoring Program with immediate success by locating and reporting consumers that are non-compliant with medication, court orders and state rules Carefully analyzing historical comments, ratings and input from consumers using the grievance process allowed us to highlight negative trends prior to becoming major problems, as a result the number of consumer grievances dropped almost 50% since being appointed Advocate General Monitoring and reviewing critical incident reports from facilities resulted in a collaboration that prompted facility representatives to engage consumers and families to offer assistance, an explanation or other appropriate support that soothed initial anger and potentially prevented lawsuits. This was a huge factor in the 34% decrease in critical incidents being reported from 8/2014 to 8/2015 Collaborating with the Oklahoma Forensic Review Board regarding consumers found not guilty by reason of insanity while providing input and advice on current behaviors and trends strengthened relationships between the governor appointed board and the department By participating in treatment team meetings of consumers found not guilty by reason of insanity and those never to attain competency, focusing on risk assessments, progression through the program and potential placement for the consumers, we were able to streamline the phases of the program making it more productive and efficient Staying aware of the state budget status, I was able to make appropriate adjustments while managing this division's budget. As a result this division finished the fiscal year 20% under budget allowing the savings to be passed on to divisions where services were being cut. Consumer Advocate August 2013 to August 2014 Company Name Represented mental health consumers and those with substance abuse issues Collaborated with state and private facility administrators regarding problems and resolution measures Actively participated on committees working to educate staff and public on consumer's rights matters Provided oversight for facilities licensed or contracted with ODMHSAS. BEST Award (Building Excellent Services Together) two times. January 2004 to January 2013 Company Name Established community based supervision programs for Oklahoma County's Regimented Inmate Disciplinary program, both presentencing and aftercare Successfully marketed all programs and services, resulting in contracts with referring agencies such as Oklahoma Department of Corrections Community Sentencing Division as well as numerous county district courts around the state Collaborated with Oklahoma Department of Mental Health and Substance Abuse Services and Oklahoma Department of Corrections to create appropriate policy and procedure for community based sentencing and monitoring Compile detailed notes and reports for board of directors and Oklahoma County courts Compile community needs assessments Mentored program participants resulting in numerous court case dismissals in an effort to enroll individuals in college and/or military. Education and Training Bachelor of Criminal Justice University of Oklahoma － City , State Skills streamline, budget, interpersonal skills, Computer-literate, contracts, CPR, notes, managing, meetings, Mental Health, organizational skills, problem-solver, processes, reporting, supervision

ADVOCATE

VICTIM ADVOCATE Summary Highly motivating, detail-oriented, and adaptable social services professional skilled in intakes and assessments, crisis management and comprehensive case management. Possessing a strong background in the criminal justice field, excellent organizational and analytical skills, extensive experience managing heavy case loads, working closely with social services and criminal justice agencies and program management.Well-rounded professional experienced in applying principles of psychology to personnel handling, administration, management and marketing problems. Extensive knowledge of human and industry behavior and performance, mental processes and assessment methods.Energetic [Job Title] successful in program development, implementation and management, as well as community outreach for mission-oriented organizations. Highlights Problem solving expertise Time management MS Office proficiency Case planning Aware of legal and ethical standards Able to work independently and as a member of a team Comfortable with diverse populations Excellent relationship building skills Excellent writing and critical thinking skills Experience performing assessments Interpersonal, oral, and written communication skills Trauma-informed therapy Attentive listener Empathetic Detail-oriented Strategic planner Self-starter Meticulous attention to detail Results-oriented Self-directed Data collection and analysis Exceptional organizational skills Accomplishments Data Organization   Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions. Multitasking Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment. Customer Service Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Increased office organization by developing more efficient filing system and customer database protocols. Created and implemented daily parenting workshops for teen mothers involved in the criminal justice system. Managed a caseload of more than [Number] clients at any given time. Experience Victim Advocate 03/2014 to Current Company Name City , State Created, organized and maintained files, daily case notes and electronic databases. Organized office schedules and maintained relationships with necessary agency contacts. Completed statistical analysis by developing, updating and maintaining statistical and related records and reports. Attended meetings and trainings necessary for professional development and as required by the agency or its funding sources Maintained a problem-solving, solution-oriented attitude in all aspects of work Determined whether clients should be counseled or referred to other specialists Asked questions that helped clients identify their feelings and behaviors Assessed patients for risk of suicide attempts Provided assessments, counseling, and case management services to youth and families Conferred with clients to discuss their options and goals Conducted regular assessments and adhered to documentation processes and procedures Counseled individuals, groups, families, or communities regarding issues including mental health, poverty, unemployment, substance abuse, physical abuse, rehabilitation, social adjustment, child care, or medical care Referred clients to other support services as needed such as medical, housing, social services, employment services and legal Provided the client with tools to better manage emotions and address any anger management issues if present Supported residential clients in completing tasks such as toileting, brushing teeth and general hygiene. Built positive rapport with law enforcement officers, court officials and community service agencies. Collected information about clients, using techniques such as testing, interviewing, discussion, and observation Analyzed information from police reports and client intakes to assess clients' abilities, needs, and eligibility for services Effectively managed work in a limited work environment serving a large multi-cultural community, working collaboratively with judicial officers, attorneys, court case managers, and other probation officers Reviewed and provided comments on the adequacy of documents and took necessary steps to cure any deficiencies. Created and maintained computer- and paper-based filing and organization systems for records, reports and documents. Developed and created a more effective filing system to accelerate paperwork processing. Successfully established effective systems for record retention by creating database for daily correspondence tracking. Updated departmental standard operating procedures and database to accurately reflect the current practices. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Created databases and spreadsheets to improve inventory management and reporting accuracy. Successfully established effective systems for record retention by creating database for daily correspondence tracking. Residential Advocate 06/2012 to 05/2013 Company Name City , State Accompanied victims to local area hospitals, police departments, prosecutor's office and courts to provide crisis intervention and advocacy services. Oversaw a 24-hour hotline for victims of domestic violence and sexual assault. Guided victims by providing case-related medical and legal information. Counseled victims, families, and significant others. Designed and distributed training flyers to recruit volunteers for the agency's sexual and domestic violence advocacy programs. Assisted supervisor by managing volunteers, setting up trainings and monthly meetings. Managed victim case files, following state and agency guidelines. Assisted with office procedures pertinent to the operations of the program. Generated monthly and quarterly reports for the agency to be used for grant writing and training purposes. Accompanied victims to local area hospitals, police departments, prosecutor's office and courts to provide crisis intervention and advocacy services. Oversaw a 24-hour hotline for victims of domestic violence and sexual assault. Referred clients to resources in the community that met their needs over a crisis hotline and in a residential program. Conducted follow up calls and scheduled appointments for clients. Surveyed surveillance cameras to ensure the safety of the clients residing in the domestic violence shelter. Facilitated workshops that educated residents about parenting, financial literacy, self-sufficiency, legal rights and processes, and adjusting to communal living. Deli Clerk 05/2010 to 05/2012 Company Name City , State Frequently switched between positions as Deli Clerk and Cold Food prep to support changing needs of large retailer. Ensured minimal product shrink and coordinated secondary usage of product Prepared a variety of foods according to customers' orders or supervisors' instructions Received and processed cash and credit payments for in-store purchases. Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments. Demonstrated that customers come first by serving them with a sense of urgency. Worked as a team member to provide the highest level of service to customers. Cleaned and maintained the beverage area, display cases, equipment, and order transaction area Up-sold additional menu items, beverages and desserts to increase restaurant profits. Prepared food items such as sandwiches, salads, soups, and beverages Completed closing duties, including restocking items and closing out the cash drawer. Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests. Maintained neat and attractive bakery food cases. Took necessary steps to meet customer needs and effectively resolve food or service issues. Recorded customer orders and repeated them back in a clear, understandable manner. Frequently switched between positions as Fountain, Server, and Dishwasher to support changing needs of large industrial kitchen. Consistently adhered to quality expectations and standards. Checked in deliveries and signed off on products received. Correctly received orders, processed payments and responded appropriately to guest concerns. Served orders to customers at windows, counters and tables. Quickly and efficiently processed payments and made accurate change. Mastered Point of Sale (POS) computer system for automated order taking. Maintained friendly and professional customer interactions. Stocked and rotated products, stocked supplies, and paper goods in a timely basis. Communicated with customers regarding orders, comments, and complaints Complied with scheduled kitchen sanitation and ensured all standards and practices were met Ensured first-in-first-out system with all ingredients labeled and stored properly VOLUNTEER KENNELL ATTENDANT 03/2008 to 08/2008 Company Name City , State Adhered to high standards of safety, cleanliness and professionalism. Monitored animals' recovering from surgery and notified veterinarians of any changes. Promoted skin and coat health through regular grooming. Advised animal owners regarding sanitary measures, feeding, general care, medical conditions and treatment options. Talked to animals to soothe them and familiarize them with the human voice. Walked [Number] dogs each day, responding to each dog's individual needs while keeping an eye on the whole group. Fed and watered [Number] animals each day. Observed general shelter population for illness and injury. Cared for animals with special medical needs, including diabetes. Prioritized animal safety and comfort at all times.Talked to animals to soothe them and familiarize them with the human voice.Fed animals twice daily and made sure they had access to fresh water at all times. Support Analyst 03/2015 to Current Company Name City , State Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Maintained up-to-date and comprehensive electronic and paper filing systems.Entered client records in a centralized database for progress tracking. Identified customer needs through market research and analysis.Worked with management to identify trends and developments that might influence PR decisions and strategies.Developed new analytics tool to allow senior management to understand the impact of each project. Education Masters of Science : Criminal Justice 2013 Saint Josephs University City , State , US Masters of Science, Criminal Justice 2012-2013 Saint Josephs University, Philadelphia, PA 3.85GPA Bachelor of Arts : Law and Justice 2012 Rowan University City , State , US Bachelor of Arts, Law and Justice 2010-2012 Rowan University, Glassboro, NJ 3.3GPA Technology and Homeland Security, Forensic 2010 Cumberland County College City , State , US Concentration: Forensic Technology and Homeland Security 2008-2010 Cumberland County College, Vineland, NJ 3.8 GPA, Deans List, Summa Cum Laude Affiliations Volunteer Facilitator Presentations Observed courtroom proceedings such as bail motions, arraignments, status conferences, trials, sentencing hearings and juvenile and family court proceedings Skills Clerk, Heavy Machinery, Forensic, Security, Community Outreach, Compensation, Filing, Multi-line, Multi-line Phone, Multi-line Phone System, Phone System, Operations, Training, Clients, Cases, Dynamics, Engines, Learning Center, Learning Centers, Microsoft Dynamics

ADVOCATE

MEMBER ADVOCATE Education and Training 2009 University of the Incarnate Word City , State Bachelor of Business Administration 2011 University of the Incarnate Word City , State Master of Business Administration Professional Experience 01/2012 - Current Company Name － City , State Member Advocate Represent DentaQuest at community events and meetings to provide information to low-income populations about the dental benefits available to Medicaid and CHIP eligible members. Establish, develop, and maintain partnerships with community organizations to identify and coordinate outreach opportunities that will facilitate growth in enrollment. Conduct presentations to promote preventative dental care through good oral hygiene practices and compliance with Texas Health Steps checkups. Provide case management to members in need of care coordination and assist members with claims issues and appeals. 01/2012 Company Name － City , State Provider Relations Specialist Served as a liaison between the Medicaid and CHIP Managed Care contractor and health care providers. Responsible for establishing and maintaining working relationships with the existing provider network. Researched and resolved provider inquiries to include credentialing, claims issues, complaints and grievances. Educated providers on new protocols, policies, and procedures to facilitate process improvements. Ensured provider database and documentation was up to date, accurate, and complete. Assisted with the development and implementation of provider training programs. 01/2011 Company Name － City , State Business Development/Admissions Coordinator Responsible for the development of admission statistics in a long-term acute care hospital setting by developing referral sources and converting referrals into admissions. Responded to inquiries from hospital discharge planners, families, and other referral sources. Conducted facility tours and informed families of potential patients of admission criteria, insurance coverage, and other costs associated with patient care. Verified insurance benefits, obtained prior authorizations, and ensured that all potential barriers to claims payment were addressed and resolved prior to admission. Coordinated the admissions process from start to end and alerted department heads of projected admissions, bed changes, discharges, and protocols for compliance with the patient's managed care insurance requirements. 01/2004 - 01/2009 Company Name － City , State Beneficiary Services Representative Acted as a liaison between TRICARE beneficiaries and health care providers. Provided customer service support to beneficiaries that visited the local TRICARE Service Center by responding to benefit inquiries, resolving claims issues, and assisting with appeals, complaints, and grievances. Advised beneficiaries of health and dental plan options and processed enrollments, disenrollments, primary care provider assignments, and other plan changes. Provided customer support to the local military treatment facility administrative and clinical staff and assisted case management team with referrals and prior authorizations. Traveled within the state of Texas to conduct benefit and enrollment presentations to different military groups, such as active duty service members transitioning to retirement, new active duty service members and base transfers, and National Guard and Reserve members called to full-time active duty services. Provided health care providers with assistance on claims issues, appeals, complaints and grievances. 01/2002 - 01/2004 Company Name － City , State Office Coordinator Served as administrative and clinical support in various office settings throughout hospital organization to include outpatient physical, occupational, and speech therapy, inpatient skilled nursing, and outpatient wound care services. Acquired insurance authorizations for patient services. Prepared all required claims documentation including referrals, treatment plans, and other required correspondence to reduce incidence of denials. Assisted other areas of hospital by investigating and resolving claims discrepancies in order to collect on unpaid patient accounts. Played key role in the opening of hospital's new wound care center by assisting director in all areas of development, including creating policies and procedures, creating forms for clinical and billing staff, and obtaining insurance credentialing for providers. 01/1999 - 01/2001 Company Name － City , State Business Office Manager Managed business office for skilled nursing, rehabilitation, and long-term care facility. Billed Medicaid, Medicare, and private insurance companies for services rendered to patients. Managed facility's accounts receivables and accounts payables. Prepared administrative reports for directors, Chief Financial Officer, and Chief Executive Officer. Responsible for interviewing, hiring, training, and termination of office personnel. Skills accounts payables, accounts receivables, administrative, benefits, billing, oral, customer service, customer support, database, documentation, Financial, forms, hiring, insurance, director, meetings, office, network, nursing, personnel, policies, presentations, protocols, speech, statistics, training programs

ADVOCATE

FAMILY ADVOCATE Professional Summary A motivated professional with practical, analytical, and operational skills with resourceful problem solving. Communicative and personable, will learn and adapt quickly. Hands on, follow directions, and serve internal and external customers with poise and professionalism. Skills Strong interpersonal skills MS Word, MS Excel, MS Powerpoint Outlook Benefit servicing systems: ICUE, Facet, ISET Customer service management expertise Citrix, medical benefit and claim systems: KL library, LINX Case Management Medical Terminology Records (VLookup, Pivot Tables, etc) Team leadership Team liaison Self-motivated Extremely organized Client assessment and analysis Risk management processes and analysis Staff development Negotiation competency Active Listening skills Seasoned in conflict resolution Courteous demeanor Employee relations specialist High customer service standards Troubleshooting skills Telecommunication knowledge Work History Company Name Family Advocate // City , State // May 2014 to Current Provide excellent customer service by responding to customer interactions via the telephone, email, or internet, in a professional, courteous, accurate manner while recording a brief overview of communication. Resolves customer inquiries and concerns with first call resolution; assist with the members needs regarding benefits, eligibility, claims, financial spending accounts, health reimbursement accounts, and correspondence. Answers customer's questions to help guide and educate them through selecting the best benefit plan options, maximize the value of their health plan benefits by helping them understand and select quality care providers. Intervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or connections with iternal specialist for assistance. Encourages self-sufficiency by assisting members in navigating company websites, cell phone applications, and tools. Take ownership of each call to build rapport by providing resolutions on behalf of the member in real time. Creates, generates, and initiates request for customer callbacks to allow research and follow-up with the customer. Research complex claims issues across multiple databases and work with support resources to resolve customer issues in addition to collaborating with other departments to resolve escalated issues. Provide benefits education and status on previously submitted pre-authorizations or pre-determination requests. Exceeds the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance. Participates in and supports the development and implementation of special projects. Research and solve claims and billing issues. Helps members with eligibility and benefits coverage questions. Interfaces with insurance carriers, physicians, hospital and other healthcare providers. Company Name Patient Care Advocate // City , State // January 2008 to May 2014 Maintained confidentiality and compliance standards at all times. Met with patients and families to discuss care and plan of action for future. Maximized preventative care utilization to reduce hospital burden and help eliminate readmissions. Provided subject matter expertise in case management and related procedures. Resolved issues such as billing or communication problems that could affect care. Increased utilization of preventative care to reduce readmission. Updated documentation and reports detailing patient activities, care actions and hospital determinations. Company Name Resident Director/Advisor // City , State // May 2004 to July 2007 Coached students on useful life and personal care skills. Performed several administrative duties, including room transfers, incident reports and maintenance requests. Encouraged a community atmosphere by implementing educational and social programs. Attended, participated and contributed to monthly staff meetings addressing resident needs. Mentored and supervised groups of 56 residents. Mediated and provided professional conflict resolution in a timely fashion. Counseled peers on career, academic and personal concerns. Led by example through mature behavior consistent with university regulations and rules. Fostered students' commitment to lifelong learning by connecting course materials to broader themes and current events. Demonstrated a continued commitment to undergraduate teaching through full participation in the college community. Education Master of Chiropractic - Life University // City , State // 2013 Bachelor of Science - Psychology East Stroudsburg University of PA // City , State // 2007 Psychology Skills Administrative support: filing, researching Consulting Customer service, customer support, telephone Data entry: MS Excell, MS Office, Outlook, MS PowerPoint, MS Word Medical Billing and coding: ICD-9, ICD-10 Office management: phone skills, phone, typing

ADVOCATE

PATIENT ADVOCATE Summary Highly driven, organized and motivated Patient Advocate with over 7 years of experience in the healthcare field and customer relations. Skilled in providing compassionate, efficient patient care with a background in clinical settings. Experience in leading a team, new hire training, billing, claims, and records management. Experience 01/2016 to Current Patient Advocate Company Name － City , State Served as liaison between the patient and hospital to coordinate patient care. Provided patient and staff support to better facilitate communication. Referred clients to social service agencies such as home health and hospice. Worked on call for any emergent patient needs. Provided off-site visits at local hospitals to offer emotional support. Established patient and provider boundaries to ensure appropriate behavior. 05/2015 to 12/2015 Claims, Eligibility and Benefits Specialist III Company Name － City , State Identified and resolved discrepancies with patient eligibility/insurance coverage. Assisted in maintaining and developing procedure manuals. Trained new hires in eligibility and benefit and claims processes. Aided in development of strategies for revenue cycle initiatives. Managed, updated, and executed claims processing, as well as assisted team members in adjudicating claims. Developed streamlined methods of standard operating procedures. Worked with patients to obtain summary plan descriptions and ensure proper and timely claim adjudication. 05/2013 to 05/2015 Certified Data Entry Pharmacy Technician Company Name － City , State Work from Home Carefully reviewed patient medical histories and diagnoses. Properly interpreted prescriptions, input written date, patient information, physician and ids, medication name and strength, correct and appropriate directions, quantities and dosage, additional patient allergies and diagnoses. Entered prescriptions into the EPost system efficiently and without errors. Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy. Maintained knowledge of proper procedures, medical updates, changes in State and Federal laws. 09/2009 to 05/2013 Lead Certified Pharmacy Technician Company Name － City , State Interviewed and trained new technicians, greeted patients, obtained personal information and medical history, interpreted and typed prescriptions accurately, dispensed drugs, released to patients. Retained knowledge of drug names and their generics, as well as knowing proper doses, sig codes, quantities and drug classes. Responsible for using computer system to type prescriptions, abide by HIPAA and other State and Federal regulations, interacting with patients, doctors and insurance companies, carried out many tasks necessary within the pharmacy. Created work and rotation schedules, filed 709 and other forms, handled medturn, supply orders, etc. Education and Training Master of Public Administration : Health Care Management Grand Canyon University － City , State Health Care Management 2011 Bachelor of Science : Family and Human Development Arizona State University － City , State Family and Human Development Skills allergies, Attention to detail, CPT, clients, emotional support, forms, home health, hospice,ICD-9, ids, insurance, leadership, law, Medical terminology, coordinate patient care, processes, coding, Quality assurance, Safety, Self-motivated, team player, type, written

ADVOCATE

COMMUNITY ADVOCATE Summary Compassionat e social services professional and active listener dedicated to working tirelessly with clients to help them resolve mental health issues and thrive on their own terms.Eager to learn   Highlights 30 hour Domestic Violence Training Customer services training Proficient in Microsoft Office: Excel/Word/PowerPoint/Publisher/Outlook Type 50 WPM Leadership Training Mental Health Facilitator Skilled DV Facilitator Skilled Advocate Violence prevention Attentive listener Sensitive Empathetic Detail-oriented Excellent interpersonal skills Accomplishments Developed a 10 member supported partnership that helped victims of domestic violence get housed, gain skills, employment, and ongoing support that resulted in sustainability. Experience Community Advocate February 2015 to February 2016 Company Name － City , State Developed and maintained resources for walk-in clients with emergent needs. Participated in additional training requirements in an effort to stay abreast for the ever changing rules and regulations associated with the various governmental programs Interviewed clients about pressing issues including safety needs, food, clothing, housing, finances, employment, and physical and mental health to determine nature of client need Helped identify inner capacities connecting to external resources and resource systems Advocated and educated clients on housing and how to work through barriers that prevent housing. Facilitated and Co-facilitate community support groups utilizing psycho education module Compiled records, collects data, and prepares reports and conducted outcome measurements with assessment tools Organized and assisted with outreach and presentation including resource tabling Ensured all services are adhered to confidentiality laws and standards and principles Advocacy Based Counseling Participated in community committee teams which included task forces, and event planning Provided appropriate group boundaries assist education our reach manager with program development, tracking and reporting Advocacy based counseling in accordance to WAC 388-61A Chapter 70.123 RCW Created partnerships and collaborations that best suited clients at the YWCA On-Call Domestic Violence Advocate/Intern for Children's Program /YWCA 2013 Performed crises intervention and safety planning Conducted shelter intake including screening, interviews, orientation to shelter facilities. Collected and entered client data and service data in computer system Supplied administrative support when needed Monitored alarms and cameras and maintains the security of shelter entrances and performed safety through Modeled, explained and enforced shelter rules, policies and procedures Communicates donation, volunteer or supply request appropriately Provided secure and sound structure of activities that aligns with the vision of the YWCA through the use of communication and applied principles Helped contribute to meaningful activities that provide an outlet of creativity that fosters ingenuity and leadership skills in youth. Ensured shelter is neat, clean and in adherence with state and local health standards Supported the holistic healing, resilience, and developmental growth of children/youth impacted by Domestic Violence and other trauma Developed, plans, and implements curriculum for children ages 6-12 years, in conjunction with Children's Program Manager and other program staff. Maintained a predictable and consistent rhythm in the program as well as expectations, boundaries and guidelines. Helped children/youth develop their own safety plan and build safety skills. Assisted children/youth with skill-development. Adapted to changing program needs and available to work a flexible schedule, as needed Partnered with parents in supporting the overall social, emotional, cognitive and developmental health of their children Assisted children/youth with skill-development and develops and maintains a clean, orderly, developmentally rich and safe program space. Maintained a caseload of 15 plus client case loads working under strict confidentiality and strict time limits Consulted with other professionals regarding the treatment of specific clients. Educated clients and their families regarding other community resources. developed workable solutions for recurring problems for individuals and families. Managed caseloads and acted as an advocate for client rights Provided support to homeless clients, and connected them with community resources. Volunteer Coordinator/Assistant Treasurer September 2013 to June 2015 Company Name － City , State Recruited volunteers and publicized volunteer opportunities appropriately matching positions to volunteers. Created and Managed a database for volunteers Participated in planning, implementation, of fund raising ideas and events Assisted in keeping financial records of all PTA activities using QuickBooks Maintained continuous and direct communication with president and treasurer Secured signatures on necessary documents Enforced risk management compliance Assist with preparation of semi-annual audits. Administrative Assistant January 2011 to January 2014 Company Name － City , State Answered multi-lined phones Filed documents Updated database Created documents and dispersed them to various departments and churches Set up presentations through PowerPoint Created and prepared materials for various events Provided data entry Took memos sent and received correspondence Worked various computer programs/sorted mail. Increased meeting efficiency by developing meeting agendas. M aintained and organized master Resident Index and information files in master database. Retention Specialist January 2008 to January 2009 Company Name － City , State Answered and received calls in a timely manner Deescalated customer grievances Data Entry and processed payments Upgraded and sold various packages Started, transferred, and disconnected services Retained clients. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues. Properly directed inbound calls in phone queues to improve call flow. Education Bachelor's Degree : Human Services Management , 2017 University of Phoenix － City , State , King Human Services Management In progress Training at YWCA Domestic Violence agency Skills administrative support, Counseling, creativity, client, clients, Customer services, Data Entry, database, event planning, financial, fund raising, leadership skills, Leadership Training, materials, mental health, Excel, mail, Microsoft Office, Outlook, PowerPoint, Publisher, Word, neat, cameras, policies, presentations, program development, progress, QuickBooks, reporting, risk management, safety, sound, phones, trauma, Type 50 WPM, vision

ADVOCATE

SHELTER ADVOCATE Summary Dynamic shelter advocate with years of clerical experience that is great with communication skills and confidentiality. I am very experienced with computers and a tremendous amount of office skills. Highlights Crisis intervention and resolution Complex problem solving skills Valid Texas driver's license Reliable transportation Strong decision maker Fundraising background Client engagement Compassionate Dedicated patient advocate Self-starter Event planning and coordination Microsoft Office Suite Accomplishments Promoted to Lead Teller after 9 months of employment. Promoted to Assistant Manager at a gas station after being a cashier for 1 month. Assisted with organizing, planning, and hosting a Candlelight Vigil for the Dove Project, Inc. Assists with supervising and directing the work of community service workers and volunteers. Experience SHELTER ADVOCATE July 2014 to August 2015 Company Name - City , State Tested clients for drug use and referred them to other community resources. Produced media advisories, brochures, fact sheets, print ads and newsletters. Promoted healthy habits and practices in outreach materials and presentations. Charted and recorded information in client files. Tracked client movement on and off the unit by documenting times and destinations of clients. Traveled locally and regionally to conferences, workshops and presentations. Maintained up-to-date and comprehensive electronic and paper filing systems. Collaborated with local health departments and other community partners. Educated the public regarding community health resources in correctional facilities, community centers and churches. Drafted and revised reports, articles and background papers. Educated clients about treatment options and answered related questions. Checked facility for open windows, locked doors, malfunctioning smoke detectors and other safety hazards. Conducted outreach, advocacy and rehabilitative services for regular cases and crisis intervention. MUNICIPAL COURT CLERK January 2014 to March 2014 Company Name - City , State Processed summons, subpoenas, appeals and motions. Drafted legal papers including complaints, summons and interrogatories. Gathered and analyzed research data regarding statutes, decisions, legal articles and codes. Investigated facts and law of cases using pertinent sources to determine causes of action and to prepare cases. Mailed and arranged for delivery of legal correspondence to clients, witnesses and court officials. Organized and maintained law libraries, documents and case files. Photocopied all correspondence, documents and other printed materials. Processed and distributed invoices to bill clients. Composed and revised legal documents, including letters, depositions and court documents. Created and tracked all expenses and client account codes Recorded and monitored court appearance dates. LEAD TELLER June 2012 to August 2013 Company Name - City , State Established new customer accounts including checking, savings, lines of credit and loans. Processed sales referrals and promoted bank services and products. Balanced daily cash deposits and bank vault inventory with a zero error rate. Assembled in-store marketing displays. Processed cash withdrawals. Trained employees on cash drawer operation. Adhered to Wells Fargo security and audit procedures. Researched and resolved customer issues on personal savings, checking and lines of credit accounts. Examined checks for identification and endorsement. Supplied tellers with coin and currency as needed. Maintained confidentiality of bank records and client information. Directed specific questions to appropriate branch personnel. Delivered prompt, accurate and excellent customer service. Education High School Diploma : General , 2000 Jefferson City High School - City , State , Cole Top 10% of class Coursework in Business, Communications and Advertising Coursework in Accounting 1 & 2 3.4 GPA Coursework includes Human Computer Interaction C oursework in Technical and Professional Writing Select One Skills 10 key, adding machine, approach, agency, banking, basic, bonds, case management, cash handling, clerical, conflict resolution, Copying, counseling, crisis intervention, client, clients, customer service, data entry, driving, Trains employees, Faxing, Filing, financial, forms, fundraising, law enforcement, legal, letters, Director, meetings, access, microsoft excel, money, office, PowerPoint, microsoft word, works, multi-tasking, Organizing, Personnel, Police, policies, presentations, public relations, receiving, record keeping, recruiting, reporting, researching, safety, Scanning, secretarial, statistics, supervisor, Supervisory, supervising, taking messages, phone, typing 65 wpm, warrants

ADVOCATE

VOLUNTEER ADVOCATE Summary Talented Bachelor of Arts Graduate seeking to obtain an entry level Professional position within your company. Excellent Customer service and management skills are just some of the skills I have accomplished in the course of my experiences. Dedicated Bachelor of Arts graduate with a double major in Psychology and Sociology also with a Minor in HealthCare Administration, and a passion to serve the community in a more excellence way. Comprehensive professional background in education, administrative support and team leadership. Strengths: Proficient at written, strong social perceptiveness through working with a variety of people. Exceptional clerical and administrative assistance skills. Research: Authored many research papers which required extensive research into statistics behavior within the social sciences. Thirty years of Clerical Administrative office work along with exceptional people and communication skills. Energetic Administrative Assistance Support with 10 years experience in high-level executive support roles. Organized and professional. Dedicated and focused individual who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Highlights Conducted numerous researches on Psychological and Social behavior and demonstrated the understanding of Psychological behavior in adults and adolescents, with an understanding of ethics and Social Responsibility, and demonstrated the understanding of the relationship between HealthCare Ethics and Medical Law. Also proficient at written, strong social perceptiveness through working with a variety of group projects, excellent oral and communication skills and exceptional organizational and leadership skills. Qualified Data Entry, Microsoft Word, PowerPoint, and Excel spreadsheets Meticulous attention to detail Results-oriented Self-directed Time management Professional and mature Strong problem solver Advanced MS Office Suite knowledge Resourceful Dedicated team player Strong interpersonal skills Understands grammar Proofreading Report writing Report development Self-starter skills.Microsoft Office proficiency Microsoft Office proficiency Meticulous attention to detail Results-oriented Self-directed Time management Professional and mature Strong problem solver Advanced MS Office Suite knowledge Resourceful Dedicated team player Strong interpersonal skills Understands grammar Proofreading Report writing Report development Self-starter Accomplishments Physiological Psychology, Abnormal Psychology, Sociology, Social Psychology, Contemporary Social Problems and the Workplace, Social Research Methods, Statistics for the Behavioral and Social Sciences, Psychology, Cross-Cultural Perspectives, Industrial Organizational Psychology, Public administration, Court administration and court report, Leadership and ethical decision making, Child and Adolescent Development, Managing in Health and Human Services,Cummunity and Public Health, HealthCare Planning and Evaluation, HealthCare ethics and Medical Law, Special Populations, Theories of Personality. Professional Counseling, Competence in Counseling, Multi-Cultural Counseling, Ethics and ethic Codes in Counseling: Managing multidisciplinary Professionals. Experience Volunteer Advocate 04/2010 to Current Company Name City , State Guardian Ad' Litem Program Make an investigation to determine the facts, the needs of the child/individual. Find available resources within the family and community to meet those needs. To facilitate, when appropriate, the settlement of disputed issues. To offer evidence and examine witnesses at adjudication. To explore options with the court at dispositional hearing. To protect and promote the best interests of the child/individual until officially. relieved of the responsibility by the court. Sales Clerk for Franklin Baking Co. 10/2006 to 12/2006 Company Name City , State Managed entire function of the store. Counting all inventory and stock. Customer Service, ordering products. Take care of general maintenance of the store. Loan Review Support Specialist 07/2002 to 08/2004 Company Name City , State Responsible for completing issues-set up tax lines and escrow. Registered new loan numbers in LINK system. Assisted Audit department with legal documentation. Education Bachelors of Arts Degree : Psychology/Social Science HealthCare Administration 2012 ASHFORD University City , State , US Psychology/Social Science with a Minor in HealthCare Administration Select One : Counseling Liberty University City , State , US Started Masters Program for Counseling, Concentration in Human Services Currently attending . Completion date is May 2016. Skills Excellent communication skills, Investigative skill, Customer Service skills, Data Entry, documentation, inventory clerk, leadership skills, PowerPoint, Microsoft Word, organizational, Exceptional writing skills, and Research skills.

ADVOCATE

CUSTOMER ADVOCATE Career Overview Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. I have over 15 years of experience in retail, real estate, medical, insurance and sales customer service. Core Strengths Strong organizational skills Seasoned in conflict resolution Sharp problem solver Energetic work attitude Large cash/check deposits expert Customer service expert Telephone inquiries specialist Invoice processing Adaptive team player Telecommunication skills Accomplishments Customer Assistance   Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. Quality Communication   Interacted with 50+ affiliate stations in US and Puerto Rico, ensuring reliable and high-speed delivery to residential and small-business customers. Computed Data Reports   Provided required weekly, monthly and quarterly reports listing sales figures and client track records. Sales   Consistently generated additional revenue through skilled sales techniques. Customer Service   Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts. Multi-tasking   Cashiered with two cash registers at once in tandem to maximize customer flow. Database Maintenance   Assisted in the managing of the company database and verified, edited and modified members' information. Work Experience CUSTOMER ADVOCATE March 2010 to January 2011 Company Name － City , State Responsible for working on the phone all day in a call center to assist members and physicians by responding to telephone and written inquiries in a prompt, accurate and objective manner * Spending approximately 90% of the scheduled time on the phone according to business need,customer service* Experience working with various lines of business, i.e. CDHP, Medicare, Wellness, and Disease ManagementDuties include Medical Claims Billing & Coding, Medical Benefit Quotes* Conducting research,as well as a vast knowledge of medical terminology and anatomy* Data entry and typing * Interpersonal, verbal and written communication skills.* Analytical and organizational skills and independent decision making skills. CUSTOMER SERVICE AGENT March 2002 to September 2002 Company Name － City , State Greet and check-in passengers* Check-in passenger baggage* Assist passengers with misplaced baggage* Verify passenger departure documentation* Assist unaccompanied minors (UMs)* Comply with all security requirements* Reschedule passengers with flight interruptions* Assist passengers on arriving international flights* Documentation for all international departures* Produce all required, work-related documentation* Monitors (CRTs) and keyboards for passenger processing (carrier supplied)* Carrier specific reservation/ticketing software * scales for weighing passenger baggage * Ticket and baggage tag printing equipment. PATIENT CARE ASSISTANT TECHNICIAN October 2000 to December 2000 Company Name － City , State Provide basic patient care including Assisting with patient care, planning and assessments including - recording vital signs, height, weight, input output, collect and test specimens, report and record patient's condition and patient treatments.* Check deliver food trays, assist with feeding the patient if necessary, and refill water and ice* Assist patients with their mobility - turn and positioning, do range of motion exercises, transferring patients to and from wheelchair, assist with ambulation* Discontinuation of IV's, Clean and Irrigate lacerations Set up Rapid Infuser, Heptafiler Setup* Answer phones * Locate equipment * Transport Non Critical Patients and Assist with Critical Patients* Foley Catheters Dressing Changes and Feed patients assist with Comfort Measures / Safety Measures* Attend to the Psyche patients and Escort patients to treatment areas, Clean Rooms, Collect specimens, Chest Tube Setups Relieve MR's, Clinitech Documentation and collection Change Sharp boxes and O2's * Decontamination procedures * EKG's, Assist with O2 delivery, Clean Instruments and Post-Mortem Care* Copy charts for admissions Splint Assistance, Suction, Crutch Walking Instructions and Adjustments take Vital Signs * Assist with Pelvic Exams perform Phlebotomy. Educational Background Patient Care , 10/2000 Maric College － City , State , USA GPA: GPA: 3.0 GPA: 3.5 GPA: 3.0 GPA: 3.5 Cum LaudeRelevant Coursework, Licenses and Certifications:PATIENT CARE ASSISTANT TECHNICIAN / CERTIFIED NURSES ASSISTANT : Paraleglal , 2004 Penn Foster － City , State , USA Skills anatomy, basic, Billing, call center, charts, Interpersonal, CA, customer service, Data entry, decision making, delivery, Documentation, EKG's, medical terminology, Monitors, organizational skills, Paralegal, Assist patients, PATIENT CARE, Phlebotomy, positioning, Coding, range of motion, research, Safety, SAN, Collect specimens, TECHNICIAN, telephone, phone, Answer phones, typing, take Vital Signs, recording vital signs, weighing, written, written communication skillsProfessional and friendlyCareful and active listenerStrong public speakerMulti-tasking

ADVOCATE

PATIENT ADVOCATE Summary Compassionate and professional  Crisis Specialist  who believes excellent people skills and open communication are essential functions of successful client advocacy. Highlights Exceptional organizational skills Mediation State government background Proficient in NIMS and ICS  Creative problem solver Empathetic Emergency response training Natural leader Excellent interpersonal skills Accomplishments Effectively manage caseloads of more than  50 clients at any given time with Cardon Outreach. Promoted to Case Assistant after 4 months of employment with Chippewa River Industries Received Letter of Recognition and Letter of Accomplishment from the MN DOC Warden for correctional excellence Experience Patient Advocate November 2015 to Current Company Name － City , State Created and maintained all patient accounts in Mpower and updated the hospital on any progression in obtaining Medicaid coverage. Educated patients about the different types of Medicaid Advocated for the patients on their behalf when working with the county to get Medicaid coverage. Managed a caseload up to 50-60 patients. Maintained patient privacy and confidential patient information. Case Assistant/Job and Life Skills Coach July 2013 to November 2015 Company Name － City , State Reported and documented relevant information as it pertained to the clients behaviors and their well being to the Job Developer and DVR. Conducted comprehensive initial in-home and in-office vocational assessments prior to first wraparound meetings. Documented all clients' information including service plans, vocational reports and progress notes. Conducted outreach, advocacy and rehabilitative services for vocational cases and crisis intervention if needed. Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills for successful community employment and life skills. Created, "Job Coaching 101" and presented to new and existing job coaches Office Administration Specialist Senior January 2012 to February 2013 Company Name － City , State Promoted to Office Administrator in 2012 in the OPH prison education department Supervised offenders within the education department and kept track of their discipline/payroll Proficient in the MARCS and Crystal Reports databases Drafted memos and letterheads for the Education Director using Microsoft Office Administered TABE testing for offenders obtaining their GED/HSED Coordinated the Reading is Fundamental Book Fair for institution offenders as well as the offender graduation Successfully learned the OPH Offender Education Channel media software, designing a custom schedule for televised education lessons within the institution. Correctional Officer July 2005 to January 2012 Company Name － City , State Enforced resident behavior management system and wrote incident reports for infractions following ICS protocol. Employed de-escalation techniques, verbal commands and used physical and mechanical restraints to address unruly inmates. Implemented defensive tactics and physical restraints to maintain the safety and security of personnel and the general public. Served as a new officer mentor, member of the Conflict Resolution Committee and a Diversity Instructor Created the training module, "Generations in the Workplace" using Power Point while a Diversity Instructor. Successfully completed the "Learning to Lead" training seminar and the only non-supervisory staff to attend and complete this series Promoted into two Work out of Class opportunities (Corrections Manufacturing Specialist and Office Administration Senior) during my time as an officer. Point of Sale Supervisor March 2002 to August 2004 Company Name － City , State Supervised up to 20 teammates per shift. Analyzed sales transactions and reported them to Sales Manager. Received recognition from the Shopko CEO for providing excellent customer service. Education Sociology Leadership Studies , Present Fort Hays State University － City , State Minor: Leadership Studies A.A.S : Criminal Justice , 6/2005 Rasmussen College － City , State Criminal Justice FEMA - IS-00019.15 Supervisor EEO Course Certification : 10/2015 ICS 100 for Hospitals : 10/2015 FEMA Minnesota Department of Corrections *Learning to Lead Certificate *Part one of the departments supervisory course : 1/2012 Skills Public Relations, Case Management, Client Advocacy Community Service Disaster Responder American Red Cross - Altoona, WI (Northwestern Region) January 2016 to Present Currently training via online for Disaster Relief certification Child Adocate Turning Point Domestic Abuse Shelter - River Falls WI March-2005 to June 2005  Worked with children of domestic abuse situations. Led circle groups for children 5 to 10 years old. ​

ADVOCATE

CUSTOMER ADVOCATE Summary To obtain a position in Company. Education BBA : Marketing , 2014 University of Central Arkansas - City , State , Faulkner Experience Customer Advocate September 2014 to Current Company Name - City , State Handle incoming calls from a national customer base. Provide detailed information on services and products to customers. Make appropriate account recommendations based on customer requirements. Enter accurate and complete customer information into system. Research and resolve service, product and billing issues. Maintain updated records of all customer interactions. Achieve and exceed key performance indicators in all areas. Addressed customer service inquiries in a timely and accurate fashion. Made reasonable procedure exceptions to accommodate unusual customer requests. Built customer loyalty by placing follow-up calls for customers who reported product issues. Caregiver September 2010 to August 2015 Company Name - City , State Read stories to the children and taught them painting, drawing and crafts. Employed a variety of materials for children to explore and manipulate in learning activities and imaginative play. Planned and implemented educational programs for children Managed general housekeeping duties, including feeding, diapering, resting, and cleanup. Supported children's emotional and social development by adapting communication tactics for differing client needs. Planned and led games, reading and activities for groups of school-age children. Disciplined children and recommended other measures to correct behavior. •Carefully monitored children's play activities. Club Connect Team Member August 2013 to May 2015 Company Name - City , State Contact potential students to schedule campus tours. Provide incoming students with scholarship opportunities available to each individual. Contact potential students to inform them of scholarship deadlines. Help potential students signup for campus events via online portals. Activities Awards and Activities: Delta Sigma Theta 2013- Present Keep a Child Alive 2011-2015 Kids Life and Money Volunteer 2012-2015 Skills •Problem solving •Adaptability •Collaboration •Time management •Leadership

ADVOCATE

FULFILLMENT ADVOCATE Summary Guadalajara, Jalisco, Mexico With a 8 year experience on the manufacturing and IT companies and knowing materials, finance,sales and supply chain processes where my concern is being in constantly growing. Today I would like to bring my expertise together with my strong analytical capabilities and excellent communication skills to international company with customer focus. I have no fear for changes and that is why I would like to learn new processes and being involved in new areas in order to be a multi skill person that faces every situation with the right knowledge. I believe that my substantial skills on materials and finance areas could be seen as valuable assets and would be very helpful in achieving of many business objectives. Highlights People Management Finance Manufacturing process Order entry Backlog Management Customer relationship Microsoft Office ERP (SAP,BAAN,ORACLE, 4TH SHIFT) Eclipse(Pricing program) Accomplishments Created critical backlog tracking and improve on-time delivery, customer issues and safety statistics. Kept inventory by 99% System architecture migration from ORACLE to BAAN V, BAAN IV to BAAN V Increased services penetration rate from 20 to 25% Inventory reduced project from desktops linux converstion into WINDOWS Experience 04/2014 to Current Fulfillment Advocate Company Name － City , State Liaison between sales, factory, planning , customer and logistics Coordinate with Order management for billing Billing Accuracy Business partner management. Backlog Management Customer relationship Supply analysis Orde entry 06/2012 to 04/2014 Business Operation Analyst Company Name － City , State Liaison between sales and customer for analyze the best option for customer customization services. Coordination and execution for customer services from second touch(rework) area/manufacturing site Coordinate second touch operations such as forecasting, production plan, process improvements. Analysis of backlog management. Responsible for 2nd touch area, p People management (80 people 2 shifts) Suppliers relationship 01/2011 to 06/2012 CSSM Customer Sales Support Manager Company Name － City , State Pricing update, New orderable items creation, customer relationship Anticipates and communicates product & pricing updates Ensures set-up and maintenance of Contracts (PS) Utilizes configuration tools to develop valid configurations meeting sales / customer reqs Create, submit, manage Lifecycle Maintenance of PN Proactively manages EOL & NPI in offering and catalog Propose alternatives for EOL products Drive catalog set-up & maintenance in line with Sales and customer requirements 04/2010 to 01/2011 INVENTORY CONTROL TEAM LEAD Company Name － City , State Inventory Control supervision Customer Service New Projects Implementation Purchase and sales management People management Supervise, train and provide support to the Hub's Specialist 1 in charge. Drive the month-end closing process at end of period, Ensuring that all Hub's Specialist complete all their month end close task's and to detect any issue regarding receipts and sales. Develop and organize the agenda and work plan for physical inventory at different warehouses in US such as coordinate the process of claim to recover part of the discrepancies reported by the warehouse contact. Coordinate and follow up for all new set up's within the VMI (Vendor Management Inventory) schema Projects involved: 04/2008 to 04/2010 Cost Accountant Company Name － City , State General Ledger Inventory control, Cost Analysis, Customer service,P&L, Expenses analysis, Revenue recognition) Financial and Fiscal statement preparation, presentation and accounting reviews. Costs control for distribution companies in US, EUROPE and MEX Intercompany Financial Customer service. US GAAP knowledge SOX Audit VMI financial flows set up. PPV monitoring and handling Expenses analysis P&L and Balance sheet reconciliation Overall Inventory control for Finance and Logistics process 05/2007 to 04/2008 Inventory Controller (Hub Specalist) Company Name － City , State Purchase management Inventory control Customer service Sales order management Overall Inventory control Distribution Centers. Logistics criteria management (EXW, DDP & DDU) Flextronics Supply Chain responsibility. Purchase, Sales & Return orders (RMA & RTV) PPV management Forecast and cycle count analysis Keep the inventory accuracy Sales order management Purchase order management. 05/2006 to 05/2007 Replenishment Coordinator Company Name － City , State VMI Management Supply chain management Inventory control Work with Buying staff and Store Operations to identify sales/inventory opportunities Confer with vendor contacts to obtain favorable and timely deliveries as well as the best possible pricing Waterfall forecast analysis Inventory Planning & Supply negotiation VMI(SMI) program JIT scenario negotiation trough 3PL's and In Plant Store Hardware and packing Suppliers setup trough IPS and Tents outside of production buldings for direct point of use delivery. Supply Chain Management. Education 2008 Diplomado : Cost Accounting University of Guadalajara － City , State , Mexico 2004 Bachelors Degree : International Business University of Guadalajara － City , State , Mexico Personal Information Languages English 90% Portugues 60% Skills Customer Service Self Starter Team player Analytics Additional Information

ADVOCATE

DISABILITY ADVOCATE Professional Summary Dedicated Public Health Administrator, adept at public and community relations, staff development and project management. Seeking an opportunity to merge managerial experience with the public health field, resulting in improved patient care and increased company rate of investment return. Education and Training East Stroudsburg University 2016 Bachelor of Science : Public Health Health Services Administration Public Health, Health Studies department City , State , United States GPA: Dean's List and Honor Roll Academic Achievement Award Beneficiary. Currently, 107 credits and needing 13 more GPA: 3.72 Public Health Health Services Administration Dean's List and Honor Roll Academic Achievement Award Beneficiary. Currently, 107 credits and needing 13 more GPA: 3.72 Public Health, Health Studies department Community College of Philadelphia 2015 Associate of Science : Social/Behavioral Science Health Services City , State , United States GPA: International Honor Society. Four term recipient of Dean's List, Academic Achievement Award and Honor Roll. Graduated with High Honors GPA: 3.73 Social/Behavioral Science International Honor Society. Four term recipient of Dean's List, Academic Achievement Award and Honor Roll. Graduated with High Honors GPA: 3.73 Health Services Accomplishments 08/2006- Philadelphia and Surrounding Area Present) Representative of the Think First National Injury Prevention Program. Featured on Community College of Philadelphia's T.V. Program, "Tapestry of Life: Resilience and Health". Participant of many Magee Rehab. Hospital programs, including Spasticity Training for Health Professionals, Adam Taliaferro Benefit, Night of Champions, Wheel Chair Sports advisor, Physical Therapist Doctorate Program, a Peer Group mediator and Jerry Segal Charity Classic contributor. Walk it Out" national 24 hour step-a-thon to bring awareness to SCI. Research subject at Restorative Therapies Inc. for muscle atrophy reduction benefits. Health Professional Peer Mentor at Thomas Jefferson University. Partnered with Temple University's Center for Asian Health (CAH) on sodium reduction initiative. Featured in Philly.com article on nutrition in health of those living with a disability. Highlighted in Archives of Physical Medicine and Rehabilitation Official Journal in an article titled "Cycling with Functional Electrical Stimulation after Spinal Cord Injury: What's in it for Me?" Single father of 3 current college students (one senior studying nutrition/chemistry, one a junior Pharmacist, and a freshman pre-law student). Participant and speaker addressing concerns of health and nutrition at Magee Rehab's Outpatient Program. Professional Experience Company Name September 2005 Disability Advocate City , State Advises patients to community resources, make referrals and devises realistic treatment plans. Interviews clients individually and with family to determine what services best address their needs. Counsels and prepares residents in their transition back into the community. Encourages members to continue attending group fitness classes. Represents the company at industry meetings. Advocates and recommends to patients, care-providers and relatives about communicative strategies and devices. Cultivates positive relationships within the community through public relations campaigns. Conducts Community Health Needs Assessment (CHNA). Works with President and C.E.O offices as patient liaison and report concerns appropriately. Maintains hierarchy structure, ensuring that communication is properly filtered. Company Name June 1986 to May 2004 Supervisor, Lead Trainer, Human Resources Rep and Shift Controller City , State Coordinated department functions for staff of 200+ employees. Maintained detailed administrative and procedural processes; improving accuracy and efficiency. Facilitated meetings as liaison with other departments. Updated employee accounts and information on a daily basis. A key member of the global distribution operations team, which coordinated shipments globally. Entered data into DIAS to load and manipulate data for production reports. Served as mentor to junior team members. Conducted qualitative and quantitative analysis of logistics operations using simulation models and other tools. Manually created shipments, assigned carriers and dispatched shipments. Communicated crises, delays or carrier schedule changes to internal and external customers. Dispensed guidance, direction and authorization to carry out effective plans. Ensured work was accomplished safely with established operating procedures and practices. Skills administrative, C, Community Health, clients, direction, logistics, meetings, mentor, Works, Needs Assessment, processes, public relations, quantitative analysis, simulation, treatment plans

ADVOCATE

VETERAN ADVOCATE INTERN Professional Summary An industrious, organized professional with excellent analytical and observational skills who enjoys working as a team-player, and desires to work for a professional company in the Human Services Field. An industrious, organized professional with excellent analytical and observational skills who enjoys working as a team-player, and desires to work for a professional company in the Human Services Field. Skills Conflict resolution skills Superior Organizational Skills Exceptional interpersonal skills Ability to work effectively with a team Excellent Customer Service Skills Effective Problem Solving Skills Excellent Critical Thinking Skills Detail Oriented, ability to maintain confidentiality Experienced interviewer and trainer Able to perform in critical or unusual situations Capable of dealing with cyclical workload pressures Awareness of federal and state employment related laws and regulations Time management skills COMPUTER SKILLS - XP Professional/Windows 10, Microsoft Office (Microsoft Word, PowerPoint, Excel) Trained in Basic SPSS software, Microsoft Outlook; Internet Explorer, Google, Windows Live, ChildPlus, Sen-track database Conflict resolution skills Superior Organizational Skills Exceptional interpersonal skills Ability to work effectively with a team Excellent Customer Service Skills Effective Problem Solving Skills Excellent Critical Thinking Skills Detail Oriented, ability to maintain confidentiality Experienced interviewer and trainer Able to perform in critical or unusual situations Capable of dealing with cyclical workload pressures Awareness of federal and state employment related laws and regulations Time management skills COMPUTER SKILLS - XP Professional/Windows 10, Microsoft Office (Microsoft Word, PowerPoint, Excel) Trained in Basic SPSS software, Microsoft Outlook; Internet Explorer, Google, Windows Live, ChildPlus, Sen-track database Risk management processes and analysis Process implementation Conflict resolution Project management New Hire Orientation Organized and Dependable Records Maintenance Conflict resolution skills Superior Organizational Skills Exceptional interpersonal skills Ability to work effectively with a team Excellent Customer Service Skills Effective Problem Solving Skills Excellent Critical Thinking Skills Detail Oriented, ability to maintain confidentiality Experienced interviewer and trainer Able to perform in critical or unusual situations Capable of dealing with cyclical workload pressures Awareness of federal and state employment related laws and regulations New Hire Orientation Records Maintenance Awareness of federal and state employment related laws and regulations Risk management processes and analysis Process implementation COMPUTER SKILLS - HRIS,  XP Professional/Windows 10, Microsoft Office (Microsoft Word, PowerPoint, Excel) Trained in Basic SPSS software, Microsoft Outlook; Internet Explorer, Google, Windows Live, ChildPlus, Sen-track database Conflict resolution skills Superior Organizational Skills Exceptional interpersonal skills Ability to work effectively with a team Excellent Customer Service Skills Effective Problem Solving Skills Excellent Critical Thinking Skills Detail Oriented, ability to maintain confidentiality Experienced interviewer and trainer Able to perform in critical or unusual situations Capable of dealing with cyclical workload pressures New Hire Orientation Records Maintenance Awareness of federal and state employment related laws and regulations Risk management processes and analysis Process implementation  COMPUTER SKILLS - HRIS,  XP Professional/Windows 10, Microsoft Office (Microsoft Word, PowerPoint, Excel) Trained in Basic SPSS software, Microsoft Outlook; Internet Explorer, Google, Windows Live, ChildPlus, Sen-track database Work History Veteran Advocate Intern , 01/2012 to 04/2012 Company Name – City , State Collected veteran information through interviews, observations and test Completed holistic care plan for homeless veteran and 30 day reviews Referred Veterans to other agencies based on their needs Prepared appropriate reports for use by collaborating organizations Attended program staff meetings, treatment reviews Conducted meeting to inform team members of new resources Updated Veteran information in Base Camp database Managed 15 Veterans Liaison with local agencies to assist homeless Veterans Conducted research for other programs to assist homeless Veterans Conducted follow- up interviews on a monthly basis Determined Veteran's eligibility for the homeless program. Intensive Supervision Officer , 02/2016 to 04/2018 Company Name – City , State Monitors Juvenile Offenders sentenced to probation and parole Provide innovative ideas to improve efficiencies to accomplish work Manage case load of 18 juvenile Scan documents for appropriate record keeping purposes Sends out referral for mental health counseling and alcohol and drug treatment Conducts interviews, maintains detailed case notes Acts as a liaison by reporting probation violations to the court with violation details Employment assistance Maintains case notes in database, completes monthly reports Conducts daily, weekly and monthly interviews Carries out risk assessments in order to protect the public for further possible offending Provides pre-sentence reports for court on juveniles charged with an offences, which helps judges decide what sentence should be passed Attending court , sometimes to testify about written recommendation reports Instructs and conducts juvenile prevention classes Explain Probation Court Orders / Parole Guidelines. Hunan Services Specialist , 06/2014 to 02/2016 Company Name – City , State Engage children and families in development of treatment plans Manage case load of 35 - 53 children Assisted with Shelter duty in emergency situations Scan documents for appropriate record keeping purposes Supervised 4- 5 Case Managers Conducts interviews, elicit pertinent information from reporters of child abuse and neglect. Strong written, oral, and interpersonal communication skills. maintains detailed case notes Provide innovative ideas to improve efficiencies to accomplish work Acts as a liaison by reporting to the court, when families are not willing to corporate with DSS Maintains case notes in database, completes monthly reports Maintain confidentiality and comply with policies and procedures Consultation with Law Enforcement; prepare court documents; collaborate with Guardians ad litem; & service providers Attending court to testify about written recommendation reports Train new staff on policies and procedures, demonstrate integrity. DUI Probation Officer , 10/2012 to 06/2014 Company Name – City , State Monitors State Offenders sentenced to probation Manage case load of 250 probationer Scan documents for appropriate record keeping purposes Conducts interviews, Maintains detailed case notes Administers and revaluates drug screens Acts as a liaison by reporting probation violations to the court with violation details Assisted with interviews and trained New Hires Evaluated New Hire Progress as well as Individualizes Improvement plans Maintains case notes in database, completed monthly reports by monthly deadlines Conducts weekly and monthly interviews with offenders Carries out risk assessments in order to protect the public for further possible offending Provides pre-sentence reports for court on individuals charged with an offences, which helps judges decide what sentence should be passed Attending court, to testify about written recommendation reports Participate in annual review and performance management process via training and reporting activities as assigned. Family Service Worker/Georgia Pre , 08/2012 to 10/2012 Company Name – City , State Recruit and enroll participants that qualify for Head Start and Pre-k partnership program Review and verify eligibility criteria for 40 to 60 potential participating families Scan documents for appropriate record keeping purposes Assist participating families with locating financial, educational and other informational resources Ensure that participating child medical, health and dental requirements are met Maintain ongoing communication with families by following up with parents Contact family pediatrician, dentist, and other medical professionals for update of all health documents Responsible for meeting or exceeding program requirements for participant's healthcare, mental health/disabilities, social services and parent involvement. Process referrals for children with behavior and/or developmental concern Assist families with finding a medical/dental home and maintaining medical insurance. Rehabilitation Care Technician , 12/2003 to 08/2012 Company Name – City , State Provide direct care to patients suffering post-acute medical injuries Perform EKG's, vital signs, bathing, and intermittent cauterizations Assist patients with multiple chronic diagnoses including: Chronic Obstructive Pulmonary Disease, Asthma, Traumatic Brian Injury, Cerebrovascular accident* Record and document patient's behavior, assist with admissions and discharges Monitor and record patient's glucose, weight, pulse oximetry, and I/O Assist in Emergency Code situations, by calling additional personal, gathering emergency equipment and/ or starting Cardiopulmonary resuscitation (CPR). Team Lead , 06/2001 to 07/2003 Company Name – City , State Complete department Payroll and maintain updated attendance performance reports for Customer Care staff. Maintain accurate department staffing plans. Scan Human Resource documents to accounting for appropriate record keeping purposes. Maintain accurate performance reports for subordinates and follow up as needed. Issue corrective action, PIP - Performance evaluation Plans, evaluations on each team member, as required Maintained time card and requested time off per policy Complete performance evaluations on all staff in a timely manner. Create, compile, maintain and publish statistic/data reports to be used by other members of the organization. Communicate with other departments and contractors via phones, video conference, skype and e-mail in a clear, concise and professional manner to resolve pending customer issues. Participate in annual review and performance management process via training and reporting activities as assigned. Provide innovative ideas to improve efficiencies to accomplish work Recommends new approaches, policies, and procedures to effect continual improvements in efficiency of department and services performed. Participate in auditing Department tasks/functions to identify process improvement opportunities. Participate in Department Leadership meetings and/or conference calls on a regular basis. Complete department special projects as assigned by the Department Manager. Performs any other task as deemed necessary by the Organization. Education Master of Science : Human Resource Management Human Resource Generalist , 2019 Strayer University - City , State Human Resource Management Human Resource Generalist Bachelor of Arts : Sociology , May 2012 Augusta State University - City , State Sociology GPA: 3.35 Quantitative Methods of Research I and Research Methods II, Methods in Sociological Research, Psychology, Social Problem Analysis, Health Psychology, Gerontology, Sociology of Death, Grief and Caring, Medical Terminology, ROFILE ___________________________________ More than ten years of experience in human services and healthcare related fields Demonstrated ability to learn new skills and concepts quickly Proven interpersonal skills acquired through work experience, academic projects and mentor and leadership opportunities Acknowledge for exceptional organizational and management skills Self-motivated, able to effectively set priorities to achieve immediate and long-term goals and meet operational deadlines Excellent oral and written communication skills developed through numerous class presentations, essays and reports while pursuing my degree Diligent and able to adjust to fast pace environment Extremely reliable under pressure : Skills academic, accounting, ad, auditing, Basic, interpersonal communication, Excellent oral, interpersonal skills, oral, concise, Conflict resolution, Consultation, counseling, CPR, Critical Thinking, Excellent Customer Service, Customer Care, database, dentist, Detail Oriented, EKG's, e-mail, essays, fast, financial, Human Resource, insurance, Internet Explorer, Law Enforcement, Leadership, notes, management skills, Medical Terminology, meetings, mental health, mentor, Excel, Microsoft Office, Microsoft Outlook, PowerPoint, Windows, Microsoft Word, Monitors, Organizational Skills, organizational, Assist patients, bathing, Payroll, pediatrician, performance management, policies, presentations, Problem Analysis, Problem Solving Skills, process improvement, Progress, Psychology, record keeping, reporting, Research I, Research, resuscitation, Self-motivated, social services, SPSS, staffing, phones, Time management, trainer, treatment plans, video, vital signs, written, written communication skills

ADVOCATE

SENIOR CLIENT ADVOCATE II Accomplishments Earned the Workgroup for Electronic Data Interchange (WEDI) Award of Merit 2 years in a row for educating the health care industry on electronic claims attachments. Affiliations. Health Level Seven (Standards Developing Organization) knowledge of V2 messages, Fast Healthcare Interoperable Resources (FHIR) and the Meaningful Use electronic health record standard Consolidate Clinical Document Architecture. Summary Motivated Business Analyst with the technical expertise and business acumen necessary to translate business requirements and objectives into scalable, highly resilient and successful system solutions. Skills Data analysis Business artifacts documentation Strategic planning Business development Team player Workflow analysis Product launches Brand management MS Project SQL and databases Risk mitigation and management Data mapping Service-oriented architecture Release planning Collaboration tools Test case scenarios Requirements gathering Gap analysis Experience 12/2002 to 12/2017 Senior Client Advocate II Company Name － City , State SuppCRAIG Gabron CRAIG Gabron orted BlueCross BlueShield of South Carolina's TRICARE (Military Health Insurance) line of business functioning in an analyst role. This position required an ability to work in a matrix environment across cross-functional teams and the ability to produce results in a highly dynamic and formative environment. Duties and responsibilities included: Documented business processes and analyzed procedures to see that they would meet changing business needs. Assessed the impact of current business processes on users and stakeholders. Conducted interviews with key business users to collect information on business processes and user requirements. Identified process inefficiencies through gap analysis. Increased annual revenue by 5% by recommending improvements in efficiency for routine pricing updates. Performed TRICARE bench marking analysis and identified savings opportunities and potential product enhancements. Researched and resolved issues regarding extracting data from a clinical EHR for HEDIS measure calculation for two HEDIS measures, Colorectal Cancer Screening (COL) and Controlling Blood Pressure (CBP). Implemented user acceptance testing with a focus on documenting defects and executing test cases using HP's Application Lifecycle Management tool. Managed testing cycles, including test plan creation, development of SQL scripts and co-ordination of user acceptance testing. 12/2002 to 12/2017 Senior Client Advocate II Company Name － City , State Managed the relationship between the Health Net, BlueCross Operations and BlueCross Information Systems Application areas with ten direct reports. Optimized and managed research and development spending through collaboration with key business leaders. Trained four new employees on accounting principles and company procedures. Created periodic reports comparing budgeted costs to actual costs. Suggested budgetary changes to increase company profits. Provided timely actuals, forecast and budget data for IT and corporate management. Worked with management at the project level to ensure expense plans are achieved. 03/1992 to 11/1996 Manager Information Systems City , State Managed the relationship with Cable and Wireless Communications in London, England on the installation of a telecom billing system, leading a team of 12 analysts and programmers in the analysis, design and coding of the international telecommunications commercial billing software. Gathered detailed use cases and requirements through regular on-site visits, virtual meetings and customer advisory board sessions. Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases. Collaborated with the sales, marketing and support teams to launch products on time and within budget. Coached and mentored twelve new staff members, including conducting performance reviews. Led communication with stakeholders regarding product goals and progress made. Tested and implemented new technology-based global projects such as international telephone billing system. Created innovative and intuitive product features such as a packetize billing system. Education and Training 1976 Bachelor of Science : Health and Physical Education Computer Science and Information Technology Computer Science Slippery Rock University of Pennsylvania Northampton Community College － City , State Health and Physical Education Computer Science and Information Technology Magna Cum Laude Computer Science 1980 Computer Science Computer Science Skills billing system, Blood Pressure, Brand management, Business development, business processes, Cancer, Data analysis, sales, SQL, telecommunications, telecom

ADVOCATE

SCHOOL SUCCESS ADVOCATE Accomplishments YMCA Camp Orkila (Orcas Island, WA) Adventure Team Facilitator, 2011 Facilitated all of the Low and High Challenge Course elements, many group 'initiatives,' the rock climbing wall, and the BMX course at camp; planned activities to encourage personal growth; and led extensive training in team building. Leadership: completed a 5-day intensive training facilitated by Synergo on challenge course facilitation; facilitated team-building activities; pushed youth to identify their limits and challenge themselves; and facilitated reflection activities to encourage students to learn from their experiences. Accomplishments: chosen by Girls LEAD to facilitate a group of young female campers focused on multi-cultural leadership, service, and wellness; aided in program coordination; encouraged youth self-awareness and self-confidence. Experience 01/2015 to Current School Success Advocate Company Name － City , State Facilitate an extended day program for 15 high school freshmen, providing academic support and assisting in the development of social and school success skills in a safe and positive learning environment. Leadership: communicate bilingually on a weekly basis with student families, conduct home visits, and hold family meetings; serve as a liaison between the school and family to build relationships and increase access to information; partner with teachers and counselors in an effort to support student academic and socio-emotional growth; develop and facilitate after school programming that engages students and grounds them in community and personal identity development; tutor students in core subjects and support the understanding and completion of homework and learning targets; and provide one-on-one and group mentoring to students through in-school and out-of-school experiences. Administrative: maintain accurate and up-to-date records of student grades, attendance, behavior, and participation in the program; organize meetings with teachers, counselors, and administrators to meet student need; and provide information and referrals to students and families for needed services. Accomplishments: achieve positive outcomes in participant recruitment and retention and overall student academic performance; develop strong relationships with students, families, and school staff. 01/2014 to 01/2015 Latino Mentor Program Coordinator Company Name － City , State Coordinated LÁMP:ARA (Latinos Adelante Mentor Program: Apoyo y Recursos Académicos), which aims to offer Benson Latino High School students personalized mentorship, academic support, college preparation, and leadership development. Leadership: offered student advocacy and intervention; supported students by offering them problem solving skills and tools for self-motivation; helped students identify and strengthen their leadership skills; facilitated leadership workshops and mentor sessions; communicated with student families in Spanish through phone calls, emails, and monthly Latino parent meetings; connected youth and families with a network of resources within and beyond the program and school; and coordinated and facilitated special events, community service days, visiting speakers, and college visits. Administrative: responsible for all administrative tasks for the program; served as the program contact for teachers, counselors, families, and administrators; represented the program and answered questions from students, parents, and community partners; managed student records and student contact time; tracked student grades, attendance, and behavior; organized meetings with teachers, counselors, administrators, mentors, and students to maintain awareness of student academic progress; and maintained sensitive student and family information confidential. Accomplishments: received and implemented Arts-in-Schools grant funding from Regional Arts & Culture Council for a series of Art and Identity Workshops; collaborated with OYE and Teatro Milagro to offer students gender and sexuality trainings; and chaperoned student attendance of PSU's Edúcate Conference and the annual César E. Chávez Leadership Conference. 01/2014 Civic Engagement Intern Company Name － City , State Organized and managed Causa's volunteer engagement and voter registration. Leadership: coordinated meetings with allied community organizations; facilitated voter registration at naturalization ceremonies; canvassed for the Driver Card campaign; and registered new Latino voters. Administrative: managed and maintained the Causa volunteer database and volunteer recruitment efforst; and tracked volunteer engagement and voter registration. 01/2013 to 01/2014 Bilingual Writing Tutor Company Name － City , State Provided students with a safe, receptive space in which to write and the tools needed to approach academic writing with confidence and zeal. Leadership: provided one-on-one tutoring that supports and challenges students to approach writing with curiosity; used inquiry based learning techniques and guiding questions to develop student writing; elicited critical thinking in students; encouraged students to identify their own writing strengths and weaknesses; taught students how to structure thesis statements, topic sentences, paragraphs, and essays; suggested brainstorming and structuring strategies; edited syntax and grammar. Administrative: managed registration records and tracked student attendance. Education 2014 B.A : Environmental Humanities Politics Whitman College － City , State GPA: Magna Cum Laude GPA: 3.815 Environmental Humanities Politics Magna Cum Laude GPA: 3.815 2013 INTERNSHIPS Causa, Portland, OR Community Engagement Intern, 2014 Fundación Ecológica Arcoiris, Loja, Ecuador Whitman College GPA: Jan Meier Award for Best Essay in Environmental Studies, Whitman College, 2014 Lomen-Douglas Scholarship, Whitman College, 2014 J & D Pitts Scholarship, Whitman College, 2013 John & Martha Kelly Scholarship, Whitman College, 2013 Myers-Little Scholarship Jan Meier Award for Best Essay in Environmental Studies, Whitman College, 2014 Lomen-Douglas Scholarship, Whitman College, 2014 J & D Pitts Scholarship, Whitman College, 2013 John & Martha Kelly Scholarship, Whitman College, 2013 Myers-Little Scholarship JL & Ivy Wadsworth Scholarship, Whitman College, 2012 VOLUNTEER SERVICE The Children's Book Bank, Portland, OR, 2015 Potluck in the Park, Portland, OR, 2014 Depave, Portland, OR, 2015 Personal Information Can speak to my dedication to social justice and knowledge of Border politics) Skills academic, Administrative, aims, approach, Arts, Art, Book, Council, critical thinking, database, essays, special events, Leadership, leadership skills, leadership development, meetings, Mentor, mentoring, access, network, problem solving skills, programming, progress, recruitment, Spanish, phone, tutoring, Workshops Additional Information Can speak to my dedication to social justice and knowledge of Border politics)

ADVOCATE

GRADATION CANDIDATE ADVOCATE Executive Summary High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company growth. Versatile child advocate professional with over 5 years experience working in a student-focused learning environment helping students improve their literacy. Core Qualifications Operations management Staff development Inventory control Supervision and training Sound judgment Computer-savvy Professional Experience Gradation Candidate Advocate Mar 2016 to Current Company Name － City , State Served as mentor to junior team members. Routinely met with students' parents regarding in-class issues and learning interruptions to discuss solutions. Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials. Employed [activities] and [techniques] techniques to encourage student learning and build community within the classroom. Interviewed clients individually and with families to determine what services would best address their needs. Retrieved requested files and delivered to appropriate personnel. Scout Master Jan 2012 to Current Company Name － City , State Tutor and Supervise Children ages 5-14. Planning and Orchestrating various trips and activities. Mentoring / Coaching. Department Supervisor Jan 2011 to Mar 2016 Company Name － City , State Maintain outstanding customer service as per Company standards, generating sales, merchandising and safeguarding company assets. Ensure that each customer received exceptional service by providing a friendly environment, which included greeting and acknowledging every customer in a timely and personable manner. Handle cash, check and credit transactions at register and bagging merchandise. Use selling techniques such as add on sales and describing technical information to customers to enhance salesmanship and reach store and position sales goals. Played a role in processing, replenishing, and organizing merchandise before and after store hours and monitoring floor stock. Contributed to efforts to maximize proceeds, minimize loss and improve customer satisfaction. Assisted in floor moves, display maintenance and fitting room monitoring. Warehouse Material Handler Jan 2008 to Jan 2010 Company Name － City , State Distributed and assisted in weekly inventory of product. Received and processed large shipments of merchandise. Printed labels and loaded orders for delivery. Identified and organized appropriate orders according to cart system. Promotions Manager Jan 2007 to Current Company Name － City , State Utilize online social media networking sites to promote events. Create and increase public awareness of entertainment events by canvassing the Metro Atlanta area. Assist in venue preparation. Promote social nightlife in Atlanta University Center. Shipping/Receiving Clerk Jan 2006 to Jan 2008 Company Name － City , State Prepared items for shipping. Verified and reserved records of incoming and outgoing shipment. Utilized knowledge of shipping procedures to control shipping quality. Education Bachelors of Science , Physical Education 2010 University of South Carolina － City , State Physical Education Personal Information Self-motivated, team-oriented management of sales with demonstrated strengths in customer service and retail with ability to work in a fast-paced, energetic environment Combined strengths include excellent organizational and follow-up skills, time management and multi-tasking abilities; superior interpersonal and verbal communication skills Proactive and driven professional focused on achieving organizational goals Open availability and flexibility to work varied and extended hours to meet the needs of the business Affiliations Boy Scouts Of America WCFL Youth Football League  Willing to relocate: Anywhere Skills Handle cash, Coaching, credit, customer satisfaction, customer service, delivery, inventory, Mentoring, merchandising, networking, organizing, quality, selling, sales, shipping Additional Information Willing to relocate: Anywhere Authorized to work in the US for any employer ADDITIONAL INFORMATION Self-motivated, team-oriented management of sales with demonstrated strengths in customer service and retail with ability to work in a fast-paced, energetic environment Combined strengths include excellent organizational and follow-up skills, time management and multi-tasking abilities; superior interpersonal and verbal communication skills Proactive and driven professional focused on achieving organizational goals Open availability and flexibility to work varied and extended hours to meet the needs of the business

ADVOCATE

Summary Administrative support professional with experience working in a fast past environment, demanding strong organizational, technical and interpersonal skills. Trustworthy, ethical and discreet, committed to superior Leadership, customer service, and technical support while working as an individual or in a team environment. Confident and poised in interaction with individuals at all levels. Detailed oriented resourceful in completing projects on time and able to multi-task effectively. Capabilities include: Logistics/ Distribution Management Medical Device Repair Technician Production/Operations Supervisor Shipping/ Receiving Supervisor Customer Service Representative Excellent Written/ Verbal Communication Experience Customer Service Advocate Jan 2015 to Current Company Name - City , State Responsible for answering incoming calls from customers while ensuring a high level of customer service and maximizing productivity. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries including but not limited to pharmacy benefits, mail order and pharmacy assistance calls. Assists customers /pharmacies/physicians with orders and reorders, benefit eligibility questions and prescription inquiries. Escalates drug related calls to appropriate pharmacist. Assist pharmacies and members on all issues related to processing of pharmacy claims. Determines appropriateness of overriding pharmacy claims edits and error messages. Coordinates internal resolution of claims exceptions and other issues. Assists with entering new prescription orders into system. Educates customers on benefits, use of plan, formulary, premiums and status of orders, claims and inquiries. Medical Device Repair Technician Feb 2014 to May 2014 Company Name - City , State Inspect and test malfunctioning medical or related equipment, following manufacturers' specifications and using test and analysis instruments. Test or calibrate components or equipment, following manufacturers' manuals and troubleshooting techniques, using hand tools, power tools, or measuring devices. Perform preventive maintenance or service, such as cleaning, lubricating, or adjusting equipment. Examine medical equipment or facility's structural environment and check for proper use of equipment to protect patients and staff from electrical or mechanical hazards and to ensure compliance with safety regulations. Research catalogs or repair part lists to locate sources for repair parts, requisitioning parts and recording their receipt. Solder loose connections, using soldering iron. Field Electronics Technician Jan 2010 to Jan 2013 Company Name - City , State Read and Interpret schematic drawings, diagrams, blueprints, specifications, work orders or reports to determine material requirements or assembly instructions. Assembled electrical or electronic systems or support structures and installed components, units, subassemblies, wiring, or assembly cases, using rivets, blots, hand tools power tools and measuring devices. Explained assembly procedures or techniques to other workers. Conferred with supervisors or engineers to plan or review work activities or to resolve production problems. Production Team Lead Jan 2008 to Jan 2009 Company Name - City , State Achieved work standards by following production, productivity, quality, and customer service standards; resolved operational problems; Identified work process improvements. Accomplished work requirements by orienting, training, assigning, scheduling, and coaching 20+ employees. Conferred with other supervisors to coordinate operations and activities within or between departments. Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; explored opportunities to add value to job accomplishments. Customer Service Representative Jan 2003 to Jan 2008 Company Name - City , State Handled customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with a one call resolution. Communicated with customers using web based tools and demonstrated the proficiency in typing and grammar. Made financial decisions to protect/ collect revenue and adjust the customer account. Assisted call center manager in assisting customer service representatives in handling escalations and difficult customer concerns. Education Logistics and Supply Chain Management - Post Secondary Training Certificate 2011 Florida State College at Jacksonville - City , State Diploma 2003 Concorde Career Institution - City , State Military Service: 84 - 92 UNITED STATES ARMY Communications Specialist - Received Honorable Discharge Skills ARMY, benefits, billing, blueprints, call center, catalogs, coaching, customer service, financial, hand tools, Inspect, Logistics, mechanical, mail, power tools, quality, Read, recording, Research, safety, scheduling, soldering, Solder, Supply Chain Management, phone, troubleshooting, typing, wiring

ADVOCATE

BILINGUAL CLIENT ADVOCATE Professional Summary Organized, hardworking, and reliable social worker dedicated to providing effective and empathetic help. Adept at documenting case files and assessing clients. Talented at setting clients at ease and handling the stressful demands of working with cases of victims of abuse. Accustomed to working in fast-paced environments. Proficient at communicating with clients and professionals including attorneys, Judges, police officers, and others. Skilled at finding and implementing the best possible solution. Qualifications Ability to work effectively on my own initiative as well as within a team Respectable verbal and writing skills for report and assessment writing Experienced using Microsoft Office, Word, Excel, Outlook. Proficient at managing complex case loads More than five years of providing exceptional customer service Ability to comply with company policies and procedures Skilled at individualizing case plans and empathize with clients Cultural competent professional Experience 02/2016 to 04/2016 Bilingual Client Advocate Company Name － City , State Answer Crisis Hotline, assess caller's needs, determine eligibility for shelter admission, or makes appropriate referral. Provide or arrange emergency transportation for incoming clients.  Complete intake procedures for each client, arrange for immediate needs of family.         Manage shelter operations to include: enforcing shelter rules, policies and procedures, ensuring a calm, supportive atmosphere, maintaining the security of the shelter, distributing incoming client mail, supporting  client participation in group meetings. Conduct daily House Meeting/Chore Assignment, “Orientation” groups for new residents, and educational/support when they occur during shift.         Documents appropriate information in client files and communication log in a timely manner. Completes all appropriate forms maintained in resident files. 05/2014 to 10/2015 Conservatorship (CVS) Specialist Company Name － City , State Responsibilities: Determining each child's needs and arranging for additional testing, evaluations, records, or further assessments they need. Assess families and create individualize service plans. Participating in court hearings. This includes preparing a family before the hearings, preparing court reports, and testifying in court about the child's needs, the family's progress, and the department's efforts to achieve permanency for the child. Documenting casework activity. Monitoring parents, children, and other important individuals involved in the case. Follow up with professionals to monitor the families progress. Referred parents to services such as random drug testing and anger management, counseling, and others. Maintaining good working relationships between Child Protective Services staff and law enforcement officials, judicial officials, legal resources, medical professionals, and other community resources. Visiting children and parents at least monthly for one hour to see if needs were been met. Schedule weekly visits between parents and children and provide transportation. Complete numerous of different types of forms. Investigate through out the case. Attend and actively participate in unit meetings, trainings, Family Group Conferences, staff meetings, Permanency conferences, and other emergency meetings. Request law enforcement, medical, educational reports, run criminal and CPS history, and report abuse. Utilize the State equipment such as assign laptop, printers, fax machines, and more. Conduct home studies Accomplishments: Basic Skills Development for CPS Conservatorship certificate Best Title IV-E intern of 2014 Successfully, managed approximately 40 cases of child abuse Impressed direct supervisor, program director, co-workers, and other professionals with my work ethic. Complemented multiple of times on my investigation, empathy, and ability to form and sustain positive relationships with challenging clients. Trusted with important projects such as transporting teenagers and toddlers to other states and solve issues that required a more tenured worker. 01/2013 to 12/2013 Sales Assosiate Company Name － City , State Salesperson Customer Service Manage fitting rooms Work any departmentWork as a team member Train and guide new workers as requested by manager. Fast paced environment Cashier Leadership opportunities 12/2009 to 08/2012 Company Name － City , State Salesperson Customer service Clean and organize store Manager assistant Open and close store Cash register and responsible for cash Train and guide new workers Make orders & answer telephone Education 2014 Bachelor : Social Work Texas Woman's University － City , State , United States President of Child Abuse Prevention Society (2013-2014) Member of Phi Alpha, national social work honorary society Selected for the honorable Dean and Chancellors' List Graduated with Honors (Magna Cum Laude 3.700 -3.899) Received paid internship with Child Protective Services (2014) Languages Bilingual Spanish/English

ADVOCATE

CUSTOMER SUCCESS ADVOCATE Professional Profile Operate a register efficiently and effectively. Keep receiving area organized; maintain cleanliness of area. Assist all customers with any requests and be able to help customers with any questions about electronics. *Ability to work with customers and employees from a variety of culturally diverse backgrounds. *Ability to analyze problems/situations and make well-reasoned decisions. *Communicate with customers clearly and efficiently in person and via telephone. Qualifications XP, Vista, Win7, Win8, Win10,) Strong Knowledge of Linux Operating system and multiple distributions (including: Ubuntu, Linux Mint, CentOS and Redhat) Proficient in the use of Macintosh Operating Systems Proficient in navigating and editing registry files Extensive knowledge using and supporting Microsoft Office Suite 2003, 2007, 2010, 2011 and 2013 (includes: Word, Excel, Powerpoint, Access, Lync, Livemeeting, FrontPage, OneNote, Publisher, Project and more) Extensive knowledge of instant messaging clients, such as: Microsoft Lync, Skype for Business, Yahoo, Facebook Messaging, Google Hangouts, etc. Proficient use of video-chat software, such as: Google Hangouts, Skype, ooVoo, etc. Extensive knowledge using and supporting e-mail clients such as Outlook, Gmail, Mac mail, etc. Extensive use of Google Apps Extensive use of virus protection and virus removal software Extensive knowledge in PC components and peripherals. Extensive knowledge in building, upgrading and troubleshooting PC's Proficient in mounting and configuring televisions, audio equipment and security systems. Introductory knowledge in multiple coding/ programming languages such as: Python, PHP, Javascript and HTML. Extensive knowledge in recovering failing operating systems and data within corrupted machines Strong knowledge in RAID storage configurations Proficient in using mobile devices for email, Lync and other tasks required Experience Customer Success Advocate November 2015 to Current Company Name Ability to support multiple customers via live chat simultaneously. Monitor chat and ticket queue. Escalation of tickets/chats to tier II support team when needed. Technology Support Specialist June 2013 to November 2013 Company Name － City , State Oversee classroom operations; assist with classroom projectors and computers. Install, maintain and upgrade computer hardware, peripherals and software in the Central/Southern NAU Extended Campuses region. Assist users via Lync, telephone, email, and in person to troubleshoot and find solutions to problems with computer hardware, software, equipment and other computer issues. Install, upgrade, maintain and configure anti-virus applications for Faculty, staff and students to maintain full virus protection. Be a constant support for classrooms / Faculty with computer, projector and network problems. Also be a continuous resource for all general technical questions. Modify existing television or computer equipment to adapt to special needs. Work directly with Faculty, students and staff to support distance education. Provide strong input on requirements for classroom and computer lab equipment. Assist with maintaining and creating new documentation for processes used across the state for computer labs, classrooms and user machines. Determine required hardware upgrades and make recommendations based on the user's needs. Coordinate with NAU ITS department for academic computing, network infrastructure support, Faculty and other support units for client applications and distance education. Identify and assist in investigating issues and circumstances and provide recommendations and alternatives to difficult situations/question problems involving staff. Maintain and create documentation for processes used at statewide campuses for computer labs and users. Proficient in using the program "Ghost" to install images on lab and user machines Monitor NAU's Task Management Environment and work with team to solve and close tickets as they are made. Assisted in the North Valley building move. Mounted/installed 25 projectors, set up offices for Faculty and Staff. Also connected all the lab workstations and classrooms. Proficient in the use of Active Directory, Diamond and PostGhost Database. Ability to work with people of culturally diverse backgrounds. Ability to effectively prioritize, use good judgment, and to make effective use of time. Demonstrated initiative and productivity while working independently. Familiarity with TCP/IP networking, routing, network services. Install Technician January 2012 to June 2012 State Installation of television, audio and security equipment. Working with audio, video and network wiring/cabling. Responsibly for mounting televisions, speakers/ sound bars, as well as TV/audio receivers. Required to set up wired/ wireless networking equipment and properly run cables throughout office/home. Hardline merchandiser / Electronics Associate June 2013 to November 2013 Company Name － City , State Education High School Diploma : 2014 Sandra Day O'Connor High School － City , State Bachelor of Science : Computer Information Technology , 2017 Northern Arizona University － City , State Computer Information Technology Skills academic, Active Directory, anti-virus, audio, cables, cabling, hardware upgrades, computer hardware, client, clients, Database, documentation, editing, e-mail, email, FrontPage, Ghost, HTML, PHP, Javascript, Linux, Mac, Macintosh, Messaging, Access, Excel, mail, Microsoft Office Suite, office, Windows Operating Systems, Outlook, Powerpoint, Publisher, Win, Win7, Win8, Word, network wiring, network, networking, Operating Systems, Operating system, PC's, PC components, peripherals, processes, coding, programming, Python, RAID, Redhat, routing, sound, TCP/IP networking, telephone, TV, television, troubleshoot, troubleshooting, upgrading, upgrade, video, Vista

ADVOCATE

SENIOR MEMBER ADVOCATE Summary To obtain a position with a corporation that can benefit from my highly adapted organizational, problem solving, and communication skills with over fifteen years experience.Seasoned customer service specialist with background in providing advice on diverse customer situations. Accomplishments #1 in Member Satisfaction Survey's in Sears Corporate Holdings Inc out of 420. Senior Member Advocate, over 25+ years in the service industry with half of that in management. Exceeded corporate target for customer satisfaction for nine months in a row. Experience Senior Member Advocate Aug 2013 to Current Company Name － City , State Take service complaints - store complaints and service requests - help members in difficult situations. Made reasonable procedure exceptions to accommodate unusual customer requests.. Built customer loyalty by placing follow-up calls for customers who reported product issues. Addressed customer service inquiries in a timely and accurate fashion. Owner May 2007 to Current Company Name － City , State Cooking in your own private kitchen. Party Planning - Updated Menu available per request. Performed kitchen maintenance for a private facility. Developed and maintained exceptional customer service standards.Optimized profits by controlling food, beverage and labor costs on a daily basis. Project Coordinator Jan 2013 to Aug 2013 Company Name － City , State Collaborated with other account managers to prepare and deliver performance updates and quarterly business reviews. Addressed customer questions and concerns regarding products, prices and availability. Determined the cost and pricing of proposals and bids. Procurement Specialist Jan 2012 to Aug 2012 Company Name － City , State Supervised material flow, storage and global order fulfillment. Maintained accurate stock records and schedules. Oversaw special orders and after-hours, urgent shipping jobs. Unloaded, picked, staged and loaded products for shipping. Account Manager May 2011 to Dec 2011 Company Name － City , State Manage accounts for projects in the Semi-conductor field. Selected products for specific routes according to pick sheets .Owned team productivity metrics. Administrative Assistant Jan 2007 to Apr 2011 Company Name － City , State Government Affairs Manage account orders for the federal goverment accounts. Microsoft Office Excel, Phone Etiquette, US Postal Service Sensitive Security Clearance, Data Entry,. Dispatcher/customer care. Dispatcher Jan 2008 to Jun 2008 Company Name － City , State Verified that information in the computer system was up-to-date and accurate. Compiled statistical information for special reports. Created monthly reports for records, closed terminated records and completed chart audits. Developed and created a more effective filing system to accelerate paperwork processing. Customer service / Dispatch manager Jan 2003 to Sep 2007 Company Name － City , State Dispatch Facility in San Marcos - set up routes for the tech's and helped member's with appts. Helped member's with difficult situations with the techs and their accounts. started out as a customer service - sales rep. Selected the most efficient routes in compliance with delivery instructions and fuel policy. Established long-term customer relationships through prompt and courteous service. Resolved customer complaints and adjusted orders. Seasonal Dept Manager Jun 1999 to Dec 2002 Company Name － City , State Seasonal Department manager - for all of the seasons. Helped with the inventory - scheduling and management with the other agents on the floor - and helped the customers with their issues for sales/profits. Education Bachelor's Degree , Business and Managerial Economics, Human Services May 2012 University of Phoenix － City , State Business and Managerial Economics, Human Services Associate Degree , Human Services, Business and Managerial Economics May 2002 IVY Tech State College － City , State Human Services, Business and Managerial Economics Bachelor's Degree January 2002 The Culinary Institute of America Master's Degree January 2002 The Culinary Institute of America January 1995 Paul Harding High School Languages English Fluent Highlights 70+ Wpm Public Speaking Ability to organize and establish filing systems Data Entry Administrative Assistant Communication Skills DOMS applications, AS/400, Microsoft applications, outlook, Lync Connentions People Soft Phone Etiquette Customer Relationship Management Client relations specialist Conflict resolution techniques Meticulous attention to detail Focused on customer satisfaction Skilled multi-tasker oracle / ciboodle / microsoft / linux software proficiency Deadline-oriented Skills account management, Administrative Assistant, Analyst, Microsoft applications, AS/400, A/s 400, Communication Skills, Computer applications, Cooking, Customer Relationship Management, customer service, customer care, Data Entry, DOS, English, filing, Government, inventory, LANGUAGES, Materials, Microsoft Excel, Excel, Microsoft Office, Microsoft Outlook, outlook, People Soft, presentation skills, Procurement, Public Speaking, sales, San, scheduling, Security Clearance, phone skills, Phone Etiquette

ADVOCATE

CUSTOMER SERVICE ADVOCATE II Summary Qualified Lead Customer Service Representative with 16 + years in fast-paced customer service utility office environment and Affordable Care Reform. Personable and professional under pressure. At the utility company I was responsible for the day in and day out operations of a busy utility office as both lead customer service representative and assistant to my local manager. I handled everything from time sheets for the entire office to payments made by our customers. For the last six months I have been employed with Kelly Services and worked in MarketPlace Operations at BlueCross BlueShield where I provided accurate, prompt and courteous responses to all inquiries by members internal and external , agents and providers. I handled inquires that required extensive research, coordination with other departments and accurately documented information. Received positive feedback from members, agents and management regarding work performance. Highlights Exceptional communication skills Filing and data archiving Creative problem solver Professional phone etiquette MS Windows proficient Customer service-oriented Quick learner Flexible Proficient in cash management Works well under pressure Credit card processing Appointment setting Advanced clerical knowledge High level of accuracy Strong account analysis skills MS Office expert Self-sufficient Committed to maintaining data integrity Excellent time management skills Independent worker Detail-oriented Computer proficient Expertise in invoice and payment transactions PowerPoint knowledge PeopleSoft expert CES System Claims Experience SEIN SEIU FIPS PIRS Aclaims Ebill Call Center Experience Customer Service Advocate II October 2014 to March 2015 Company Name － City , State I worked at MarketPlace Operations at BlueCross BlueShield where I provided accurate, prompt and courteous responses to all inquiries by members internal and external , agents and providers in a call center setting. I handled inquires that required extensive research, coordination with other departments and accurately documented information. I worked using the CES system along with Aclaims, Ebill, PIRS, FIPS , SEIU, RMIM, RMIH, and INFP's. I received positive feedback from members, agents and management regarding my work performance. Customer Service Representatives November 1998 to September 2014 Company Name － City , State Responsible for entering all payments for the office every day. The money amount was a high as $25,000 some days. Answered an average of 200 call per day by addressing customer inquiries, solving problems and providing information about their utility service. Greeted customers entering the office and addressed their needs with billing, payment or setting up their utility accounts. Entered time sheet information for all employees at our local office and scheduled meetings for manager. Responsible for all paperwork turned in by employees that need to be entered for company and OSHA requirements. Responsible for all statistical information required on a monthly basis by our corporate headquarters. Responsible for entering all information pertaining to inventory of equipment, scheduling any transfer or pick up of equipment. Handled all invoices and payment to vendors for the local office. Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems. Set up and explained utility accounts to new customers. Responsible for emergency situations with customers and making sure information has been given to the proper person to resolve the problem. Responsible during emergency weather or hazards to be on site at work to help with customer needs. Described products to customers and accurately explained details about the programs that were offered. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Participated in physical inventory counts every quarter. Education High School Diploma : Education. I Coastal Carolina University － City , State , US High School Diploma: Coastal Carolina University - Conway, SC I attended Coastal Carolina University with a major in Education. I left one semester before finishing my degree due to family obligations. My last three semesters I earned 4.0 each semester. My GPA was 3.6 when I left school. Skills Accounting, Accounts To, Basis, Billing, Customer Inquiries, Customer Service, Inventory, Invoices, Invoicing, Payments, Receptionist, Retail Sales, Scheduling, Shipping, The Accounting, Account Analysis, Archiving, Cash, Cash Management, Clerical, Credit, Credit Card, Customer Service Representative, Data Archiving, Data Integrity, Detail-oriented, Etiquette, Filing, Forecasting, Invoice, Ms Office, Operations, Peoplesoft, Phone Etiquette, Powerpoint, Problem Solver, Time Management, CES, Claims, PIRS, FIPS, Ebill, Aclaims, RMIM, RMIH, SEIU

ADVOCATE

CHILD ADVOCATE MANAGER Summary To apply creative problem solving and management skills with a growing company. To manage people and interface with customers while using my skill in the best possible way to achieve organizational goals. Highlights Active Listening Time Management Service Orientation Critical Thinking Reading Comprehension Systems Analysis Instructing Judgment and Decision Making Accomplishments Established and executed marketing ideas for internal customers. This program resulted in consistent service, higher levels of service, and improved relationships with other events.  Developed forms and procedures designed to streamline administrative programs. Selected to participate as the lead coach on task force that instructed various grades between 2nd and 5th grade. Also guided a combined classroom of 9th and 12th graders to educate on sports and life skills. Experience 01/2015 to Current Child Advocate Manager Company Name － City , State Evaluate personal characteristics and home conditions of foster home or adoption applicants Serve as liaisons between students, homes, schools, family services, child guidance clinics, courts, protective services, doctors, and other contacts to help children who face problems, such as disabilities, abuse, or poverty. Maintain case history records and prepare reports. Counsel parents with child rearing problems, interviewing the child and family to determine whether further action is required. Address legal issues, such as child abuse and discipline, assisting with hearings and providing testimony to inform custody arrangements. Develop and review service plans in consultation with clients and perform follow-ups assessing the quantity and quality of services provided. Collect supplementary information needed to assist client, such as employment records, medical records, or school reports.    10/2014 to 01/2015 Data Processor Company Name － City , State Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Check to ensure that appropriate changes were made to resolve customers' problems. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. 06/2014 to 10/2014 Seasonal Activities Coordinator Company Name － City , State Enforce rules and regulations of recreational facilities to maintain discipline and ensure safety. Manage the daily operations of recreational facilities. Administer first aid according to prescribed procedures and notify emergency medical personnel when necessary. Organize, lead, and promote interest in recreational activities, such as arts, crafts, sports, games, camping, and hobbies. Greet new arrivals to activities, introducing them to other participants, explaining facility rules, and encouraging participation. 05/2012 to 05/2014 Assistant Manager Company Name － City , State Provide training direction, encouragement, motivation, and nutritional advice to prepare athletes for games, competitive events, or tours. Plan, organize, and conduct practice sessions. Explain and enforce safety rules and regulations. Plan and direct physical conditioning programs that will enable athletes to achieve maximum performance. Instruct individuals or groups in sports rules, game strategies, and performance principles, such as specific ways of moving the body, hands, or feet, to achieve desired results. 09/2011 to 04/2012 Professional International Athlete Company Name － City , State Assess performance following athletic competition, identifying strengths and weaknesses and making adjustments to improve future performance. Maintain equipment used in a particular sport. Attend scheduled practice or training sessions. Maintain optimum physical fitness levels by training regularly, following nutrition plans, or consulting with health professionals. Participate in athletic events or competitive sports, according to established rules and regulations. 04/2011 to 09/2011 Rental Agent Company Name － City , State Greet customers and discuss the type, quality, and quantity of merchandise sought for rental. Compute charges for merchandise or services and receive payments. Answer telephones to provide information and receive orders. Provide information about rental items, such as availability, operation, or description. Rent items, arrange for provision of services to customers, and accept returns. Education 2014 Master of Education in Leadership and Learning Jacksonville University － City , State 2011 Bachelor of Science : Sociology Jacksonville University － City , State Alpha Kappa Delta International Sociology Honor Society Member 2011 Graduated Cum Laude Honors in Sociology 3.7 2006 High School Diploma : General Robert E. Lee High School － City , State Skills Strong Work Ethnic Adaptability Professionalism Honesty and Integrity Willingness To Learn Volunteer Experience American Cancer Society Hubbard House Potter's House Christian Fellowship Church Refugee Wolfson Children's Hospital

ADVOCATE

CHILD FAMILY ADVOCATE Professional Profile Talented administrative professional with background in accounting and finance. Extensive knowledge of AR/AP, Microsoft Excel and Quick Books-software skills. Fearless Child Family Advocate comfortable taking a stand against threats to a child's safety or well-being. Works directly with government officials, children and families to find the best care possible for every child. Qualifications Attentive listener Sensitive Family maintenance Detail-oriented Excellent interpersonal skills Team player Staff development Relevant Experience Served many program participants who went on to earn high school diplomas or GEDs. Increased office organization by developing more efficient filing system and customer database protocols. Led support groups to help parents regain and improve their parent-child bond. Experience Child Family Advocate August 2013 to Current Company Name － City , State Collaborated with community members to educate the public regarding issues such as drug abuse prevention and traffic safety. Collaborated with community leaders, organizations and public agencies to promote the organizations community service programs. Maintained daily records of children's individual activities, behaviors, meals and naps. Created and implemented developmentally-appropriate curriculum that addressed all learning styles. Established a safe play environment for the children. Supervised children on field trips to local parks, fire stations and zoos. Directed all protective placement, case management, parent education and family reunification activities. Advised patients on community resources, made referrals and devised realistic treatment plans.Communicated with public social and welfare agencies to obtain and provide information. Customer Services Team Lead October 2010 to March 2013 Company Name － City , State Surpassed revenue goals in four consecutive quarters. Created training manuals targeted at resolving even the most difficult customer issues. Developed, implemented and monitored programs to maximize customer satisfaction. Interviewed, hired and trained new quality customer service representatives. Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction. Customer Service/Banking November 2007 to March 2009 Company Name － City , State Collected customer feedback and made process changes to exceed customer satisfaction goals. Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations. Opened new customer accounts, including checking, savings and lines of credit. Examined checks for identification and endorsement. Processed treasury, tax and loan payments. Administrative Assistant August 2007 to November 2007 Company Name － City , State Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Dispersed incoming mail to correct recipients throughout the office. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists. Received and distributed faxes and mail in a timely manner. Call Center/Phone Representative/Collector August 2005 to November 2007 Company Name － City , State Computed accurate sales prices for purchase transactions. Eliminated outdated records by sending the records to be scanned. Identified and resolved system and account issues. Verified and logged in deadlines forresponding to daily inquiries. Education l Coursework in Organizational Behavior, Compensation, Labor Relations and Recruitment l Continuing education in Human Services Greenville College l Desktop publishing workshop － City , State Skills scheduling appointments AS 400, budgets call center Customer service financial, funds Labor Relations Leadership Sales

ADVOCATE

CUSTOMER SERVICE ADVOCATE Professional Summary Talented Customer Service manager skilled at balancing customer needs and company demands. Effectively builds loyalty and long-term relationships with customers while achieving all individual sales goals. A sales manager skilled in exceeding sales goals and company expectations by expanding client base and maintaining high standards of customer service.Energetic and reliable Retail Sales manager skilled in high-end merchandise environments. Core Qualifications Superb sales professional Store planning and design Strong communication skills Detail-oriented Personnel training and development. Time management Proficient in MS Office Strong organizational skills Active listening skills Seasoned in conflict resolution Telephone inquiries specialist Experience Customer Service Advocate March 2015 to Current Company Name - City , State Collected customer feedback and made process changes to exceed customer satisfaction goals.Addressed customer service inquiries in a timely and accurate fashion.Provided accurate and appropriate information in response to customer inquiries. Sales Manager October 1995 to February 2014 Company Name - City , State Delivered excellent customer service by greeting and assisting each customer.Addressed customer inquiries and resolved complaints.Design and implemented customer satisfaction metrics.Completed weekly schedules according to payroll policies.Trained all new managers on store procedures and policies.Trained staff to deliver outstanding customer service.Contributed to merchandising ideas at team sale meetings.Reorganized the sales floor to meet company demands.Stocked and restocked inventory when shipments were received.Received and processed cash and credit payments for in-store purchases.Opened and closed the store, including counting cash, opening and closing cash registers and creating staff assignments.Worked as a team member to provide the highest level of service to customers.Maintained friendly and professional customer interactions.Verified that all merchandising standards were maintained on a daily basis.Demonstrated that customers come first by serving them with a sense of urgency.Shared product knowledge with customers while making personal recommendations.Recommended and helped customers select merchandise based on their needs. Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills. Served as liaison between customers, store personnel and various store departments.Informed customers about sales and promotions in a friendly and engaging manner.Trained new employees on company customer service policies and service level standards.Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Hired and trained all sales staff for new store location. Trained in negotiations and time management. Determined staff promotions and demotions and terminated employees when necessary. Addressed and corrected sales staff communication issues in a tactful and effective manner. Directed and supervised employees engaged in sales, inventory taking and reconciling cash receipts. Worked closely with the district manager to formulate and build the store brand. Helped determine movement/placement of incoming merchandise. Designed displays to make the store experience interactive and engaging. Displayed the appropriate signage for products and sales promotions. Arranged items in favorable positions and areas of the store for optimal sales. Established and maintained proper high traffic displays, resulting in increased sales. Conducted staff meetings with sales personnel to introduce new merchandise. Researched current and past business performance using on-line systems and available reports. Effectively communicated and coordinated execution of the plano-gram with store management. Sales Manager October 1989 to July 1995 Company Name - City , State Managed a $30,000 monthly sales portfolio.Served as liaison between customers, store personnel and various store departments. Answered customers' questions and addressed problems and complaints in person and via phone. Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction. Maintained friendly and professional customer interactions. Trained new employees on company customer service policies and service level standards. Managed sales staff of 6 members. Delivered excellent customer service by greeting and assisting each customer. Contributed to merchandising ideas at team sale meetings. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Determined staff promotions and demotions, and terminated employees when necessary. Designed displays to make the store experience interactive and engaging. Displayed the appropriate signage for products and sales promotions. Effectively communicated and coordinated execution of the plano-gram with store management. Data Entry operator September 1985 to June 1989 Company Name - City , State Verified and logged in deadlines for responding to daily inquiries.Assisted with payroll preparation and entered data into. cumulative payroll document.Verified that information in the computer system was up-to-date and accurate. Promoted. positive customer and associate relations through courtesy, service and professional appearance. Loan Servicing Representative August 1984 to August 1985 Company Name - City , State Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Provided accurate and appropriate information in response to customer inquiries.Addressed customer service inquiries in a timely and accurate fashion.Assisted with the development of the call center's operations, quality and training processes.Led a team of customer service representatives to increase service center profitability. Accomplishments Awarded annual merit increases during the first 15 years of employment. Consistently exceeded daily sales targets with an average of 5000+ in sales each day. Managed a successful sales team of 20 members who consistently exceeded sales goals by 80% each month. Successfully managed $1.4 million in merchandise per day. Fulfilled all supervisory duties when Store Manager was on vacation. Interviewed applicants and successfully staffed any vacancies throughout store, focusing primarily on assigned areas. Routinely helped as many as 20 customers each day in a high-volume retail outlet. Promoted to Call Center lead within 6 months of employment. Education High School Diploma : General-Business Communications , 1983 William Penn Vo-tech Harrisburg - State , USA General-Business Communications Morgan State University - City , State , USA Skills Computer literate, telephone skills, creative problem solving, resolving cash receipt discrepancies. Strong communication skills, careful and active listener, customer satisfaction training, excellent customer service skills with monthly training and development on coaching to achieve higher levels of sales. Detail-oriented, merchandising seminars in fashion, inventory. MS Office proficient, Microsoft word, Microsoft outlook, Writing letters and memos. Personnel training on policies and processes, Time management involving scheduling and payroll . Professional and friendly.

ADVOCATE

CUSTOMER SERVICE ADVOCATE Summary Detail-oriented Administrative/ Clerical support with extensive experience performing medical clerical duties and supporting 5 physicians in a busy medical office. Expertise includes with excellent communication skills demonstrated by18 years of experience, verifying insurance coverage, records reviews and schedule maintenance. Highlights Results-oriented Maintains strict confidentiality Meticulous attention to detail Excellent communication skills Team player with positive attitude Strong work ethics Experience Customer Service Advocate May 2014 to Current Company Name － City , State Provided accurate and appropriate information in response to customer inquiries by Medicare Part B providers Explain Medicare Part B claim denials and how to correct claim for payment. Provide reference and resource material to providers and conduct research into some denials Verify and confirm beneficiary eligibility in Medicare Part A and B. Strictly followed all federal and state guidelines for release of information. Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services rendered. Customer Service Representative September 2013 to May 2014 Company Name － City , State Addressed customer service inquiries in a timely and accurate fashion. Explaining current Medicare D drug plan to members Taking medication refill orders Researching plan design copay structures and formulary change Providing pleasant, accurate customer service Providing information regarding changes to Medicare Part D drug plan structures Providing Medicare mandates procedures and updates. Surgery Scheduler March 1999 to June 2013 Company Name － City , State Efficiently performed insurance verification and pre-certification and pre-authorization functions. Sending redetermination to insurance both private and government for surgical procedures Coordinate surgery schedule with patient, physician and operating room and p rovide patients with detailed information regarding dates, time scheduled and necessary Arrange and schedule pre-operative test for patient and maintains operating room schedule instructions, as directed by physicians. Contact patient to remind of post-operative instructions, as directed by physicians. Working knowing in Star Panel, Epic Hyperspace, and other systems Verify patient eligibility, coverage for procedure,obtain pre-certifications, authorizations for procedures and tests ordered by physician. Notify and forward paperwork for insurance certification to Billing Office and obtain additional paperwork if needed for compliance. Responds to written and telephone inquiries from carriers regarding surgeries Perform clerical duties to support physicians and the surgery scheduling function regarding patient and surgery information Office Assistant III February 1996 to March 1999 Company Name － City , State Responsible for printing daily schedules to pull medical records for clinic appointments and surgeries. Recorded and filed patient data and medical records Scanned and indexed clinic notes, pathology reports, lab tests, financial information in Electronic health record system Performed various administrative duties, including data entry and document preparation. Eliminated outdated records on annual basis by sending the records to be scanned Assisting medical students, doctors, nurses and secretaries archival retrieval Pick up, sort and distribute mail for clinic. Clerk III January 1995 to February 1996 Company Name － City , State Developed and created a more effective filing system to accelerate paperwork processing. Printing daily schedules, pull medical records for clinic. Verified that information in the computer system was up-to-date and accurate for appointments and surgery. Dispersed incoming mail to correct recipients throughout the office. Education Bachelor of Science : Health Care Administration with Concentration in Management , 1991 University of Phoenix － City , State Health Care Administration ,still in progress will graduate June 2016 High School Diploma : Psychology , 1990 Belmont University － City , State Studies included Statistical Mathematics, Western Civilizations , Majoring in Psychology Minor in Sociology Algebra I & II Stratford High School － City , State Studies included Algebra I &II and Trigonometry, Geometry and French I &II H Accomplishments Healthcare Administration- still in progress Accomplishments Certificate thru Vanderbilt Training and Development Organizational Skills Certificate received on June 22, 2000. Attendance in Tenn-care in-service May 2003, January 2004, March 2004, July 2005, August 2005 for BCBS pre-certs. Working knowledge in Excel and with CPT coding, Completion of Administrative Assistants Conference September 2008. Skills Scheduling, Strong verbal skills, Excellent written skills, ICD-9 and CPT coding

ADVOCATE

QUALITY ASSURANCE ADVOCATE Summary I have recently completed five years of military service with the United States Army. During my tenure in the service, I have acquired training and experience in a variety of areas including human resources management, staff training, operations management, customer service, and personnel administration. As you will note from my resume, I have progressed through several levels of leadership responsibilities and have excelled in consistently exceeding organizational goals for productivity and quality. Based on my diverse experience, extensive training, and strong work ethic, I am confident that I would quickly become a valuable member of your organization. It would be my pleasure to meet with you in person, to further discuss my qualifications. Thank you for your time and consideration. I look forward to speaking with you by the end of the week. Sincerely, Jeanette Bellamy To obtain a position utilizing my skills to achieve organizational goals Highlights Troubleshooting proficiency Microsoft Office expert Strong ActiveX troubleshooting skills DHCP/DNS Ethernet and Firewall proficient MS Office proficiency Accomplished with mobile devices Proficient in AVG, Printers, PC Security systems Patient and diligent Exceptional telephone etiquette Experience QUALITY ASSURANCE ADVOCATE August 2014 to Current Company Name － City , State Time 40 hrs/week Audit and report on customer interactions using the current Time Warner Cable Quality program Utilizing the Time Warner Cable Quality database, recording platforms, and analytics tools, perform trend based auditing and data entry Calibrate for consistency Hold supervisor forums Support New Hire training via role play and mentoring Use of speech analytics to facilitate and monitor trends Active in site level events supporting the Quality initiative (this may include mentoring, new hire support, recognition events, etc.). SIGNATURE HOME ADVISOR May 2013 to August 2014 Company Name － City , State Time 40 hrs/week Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, modification, enhancement and when required, de-activation. Maintains a focus on sales culture by upselling products and services to existing customers and making customer retention a priority. Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services. Troubleshoots with TWC subscribers who are having difficulty with video and data services utilizing all available diagnostic tools. RETAIL SALES CONSULTANT April 2012 to April 2013 Company Name － City , State Time 30 hrs/week. Sold all products and services offered by the Company. Met all sales objectives and handle all administrative aspects of the sale including: completing customer contracts and warranties, pulling products from inventory, accepting customer payments and filing the completed orders. Maintained strong knowledge of all Company products, accessories, pricing plans, promotions, and service features. LEASING CONSULTANT July 2011 to April 2012 Company Name － City , State Time 30 hrs/week. Interacted with prospective and current residents to explain the apartment community and its units, along with the benefits of the living there to achieve maximum occupancy and net operating income. Responsible for ensuring that the entire leasing process is completed in accordance with the policies and procedures outlined in the Management Excellence Series. Assisted with preparing leasing paperwork (i.e. applications, lease agreements, addenda, employment checks, credit checks and leasing move-in packets.), collecting and safeguarding of all monies, maintaining all resident files, and completing of service request forms. INTERN STUDENT September 2010 to May 2011 Company Name － City , State Time 30 hrs/week Analyzed and resolved both simple and complex computer problems Provided effective, courteous, and timely responses to requests for service Maintained confidentiality and integrity of information residing on client systems, as well as physical security of those systems Integrated clients' desktop systems with supported RIT systems and servers. HUMAN RESOURCE ASSISTANT May 2008 to December 2009 Company Name － City , State Time 40hrs/week Conducted either the pre-enlistment and/or the pre-accession interview of applicants Questioned applicants to obtain and/or verify complete data required for entry into the military service Acquired training and experience in a variety of areas including human resources management, staff training, and personnel administration Broke down, assembled, and distributed applicant enlistment record packets for all services Determined types of orders and pertinent information from enlistment documents. HUMAN RESOURCE MANAGER November 2002 to July 2007 Company Name － City , State Time 40hrs/week Completed five years with the U.S. Army, gained upper-level manager status Participated in the complete revitalization and overhaul of the U.S. Military in general Supervised employees In/out processing, over 10,000 employee records, customer service, and employee personnel actions Led company to receiving one of the top finance awards in the Responsible for database accuracy for more than 20,000 employee records on a daily basis. Education Bachelor of Science : Business Administration Computer Information Systems , May 2013 North Carolina Central University － City , State Business Administration Computer Information Systems Master of Science Administration of Justice : Law Enforcement Organizations , March 2016 University of Phoenix － City , State Law Enforcement Organizations Associate of Applied Science : Computer Network Systems , December 2009 ITT Technical Institute － City , State Computer Network Systems Interests ITT Technical Institute, Gamma Beta Phi Honor Society NCCU, Iota Tau Chapter of Phi Beta Lambda, INC Skills administrative, Army, auditing, benefits, billing, billing system, Cable, contracts, credit, client, clients, customer service, data entry, database, features, filing, finance, focus, forms, human resources management, inventory, marketing strategies, mentoring, order entry, personnel, policies, pricing, problem solving, processes, Quality, receiving, recording, sales, servers, speech, staff training, supervisor, phone, trend, troubleshooting, video Additional Information ACTIVITIES ITT Technical Institute, Gamma Beta Phi Honor Society NCCU, Iota Tau Chapter of Phi Beta Lambda, INC

ADVOCATE

COURT APPOINTED SPECIAL ADVOCATE Summary Financial professional who is a self-starter and capable of effectively functioning with minimum supervision. Known for taking initiative and skilled at meeting challenges and deadlines. A team player who is attentive to detail and produces quality results. Computer proficient. Areas of expertise include: Analysis Accounts Payable/Payroll Microsoft Office Written and Verbal Communications Detail Oriented Multi Tasking Organization/Prioritizing Data Entry Highlights Strategic and financial planning expert Process implementation Staff leadership and development Strength in financial planning Account reconciliations Customer relations Word PowerPoint Access Excel Microsoft Office Facebook Twitter Accomplishments Provided suggestions and helped to develop a formal plan for the reconstruction of a local Bloomington restaurant. Experience Company Name January 2015 to Current Court Appointed Special Advocate City , State Reviewed documents and records, interviewed the children, family members and professionals in their lives. Provided written reports at court hearings. Advocated for the child's best interests and provided testimony when necessary. Helped the child understand the court proceedings. Ensured that the children and their family are receiving appropriate services and advocated for those that are not immediately available. Bring concerns about the child's health, education, mental health, etc. to the appropriate professionals. Monitored case plans and court orders, Checked to see that plans are being followed and mandated review hearings are being held. Updated the court on developments with agencies and family members. Ensured that appropriate motions are filed on behalf of the child so the court knows about any changes in the child's situation. Company Name May 2014 to August 2014 Cashier City , State Computed and recorded totals of transactions. Issued receipts, refunds, credits, or change due to customers. Resolved customer complaints. Calculated total payments received during a time period, and reconciled this with total sales. Answered customers' questions, and provided information on procedures or policies. Compiled and maintained non-monetary reports and records. Kept periodic balance sheets of amounts and numbers of transactions. Company Name January 2010 to May 2012 Event Planner City , State Collaborated with diverse faculties and students to prepare annually parties, and organize holiday travel, and athletic game. Created executive analysis reports highlighting business issues, potential risks and profit opportunities. Assigned diverse talented team member different missions and gave feedback on work process to the manager. Negotiated and reviewed business contracts and financial models with profitability and financial success in mind. Company Name August 2008 to October 2009 Manager Assistant City , State Facilitated and planned all conferences, meetings and presentations for the manager. Assigned team members to different projects to improve the quality of public areas. Communicated with local residents on mission of the committee and provided these comments to the manager in order to improve neighborhood strategy. Designed questionnaire to collect feedback from our clients and developed a plan to solve the issue. Tracked progress of committee members and reported to the manager. Attended weekly trainings provided by the committee. Researched market trends and surveys and used information to stimulate business and revenue growth. Education Indiana University Bloomington May 2016 Bachelor of Science : Public Financial Management; Mathematics City , State , U.S GPA: GPA: 3.28/4.00 International Business and Economics coursework Work History Company Name January 2015 to Current Court Appointed Special Advocate City , State Company Name May 2014 to August 2014 Cashier City , State Company Name January 2010 to May 2012 Event Planner City , State Company Name August 2008 to October 2009 Manager Assistant City , State Interests Experienced Decorator, 8 years painting learning experiences Information Technology Reading Music Movie Swimming Yoga Languages Fluent in English and Chinese. Skills Chinese, Conferences, Clients, English, Meetings, Access, Excel, Microsoft Office, PowerPoint, Word, Business Presentations, Progress, Quality, Strategy

ADVOCATE

BENEFIT ADVOCATE SUPERVISOR Summary Represent a reputable company as an Underwriter, proving my value by building and supporting a healthy and profitable book of business. Highlights Licensed Property, Casualty, Life and Disabilty Insurance Agent in Washington. Technical and Soft Skill Coaching, Supervising, Coverage Counseling, Training. Development of Training Materials, Workflows, Procedures, SharePoint Sites, Wiki Pages, Quality Assurance Programs, Form Letters and Newsletter Articles. Problem Solving, De-Escalations, Employee Development, Quality Assurance Work Force Management, Time Keeping, Vacation Scheduling, Attendance and Schedule Adherence Coaching, Hiring, Employee Onboarding and Termination. Customer Care, Front-Line Underwriting, Needs Analysis, Cross Selling, Up Selling, Endorsing Policies, Billing Analysis, Collaboration, Project Management. Proficient with MS Windows, MS Office, Applied Epic, Vertafore Sagitta / BenefitPoint, CC Pulse, Verint Impact 360, Verba, Kronos, MyTime, DocuSign, Taleo, Cisco Enterprise/Finesse/Admin/Report Server, SalesForce Service Cloud and more. Running reports, analyzing and organizing data in Excel using pivot tables. Experience with products and services of a multitude of insurance carriers, including but not limited to American Modern, Chubb, Dairyland, Foremost, Kemper, RLI, Mapfre, MetLife, Mutual of Enumclaw, PersonalUmbrella.com, Progressive, Safeco, Travelers, Premera Blue Cross, Regence Blue Shield, United Healthcare, Aetna, Cigna, Kaiser Permanente, Group Health, Symetra, Unum, Delta Dental, Willamette Dental and VSP. Experience Benefit Advocate Supervisor May 2014 to Current Company Name － City , State Provide guidance and direction to a team of Licensed Life and Disability Benefit Advocates Present and promote Benefit Advocate services to both internal and external prospects. Assist Consultants and Client HR with advanced needs, sensitive and escalated issues. Provide guidance and assistance on insurance questions, client relations, carrier issues, guidelines, technical support and more. Coordinate daily operations, manage schedule and attendance adherence. Coach and train advocates on systems, benefits, carrier guidelines and soft skills. Conduct regular quality assurance, one-on-one's, performance reviews and team meetings. Monitor department service levels to ensure that quality customer service is maintained. Perform the work of Benefit Advocate during peak periods and take call escalations. Implement new systems and improve processes to create efficiencies. Customer Service Supervisor November 2011 to May 2014 Company Name － City , State Coach and provide guidance to 14 Licensed Property & Casualty Customer Service Agents Coordinate daily operations, manage schedule and attendance adherence. Support training and reinforce process recommendations aimed at developing a high performance team with an emphasis on account management and sales support. Conduct regular one-on-one's, performance reviews and team meetings. Monitor department service levels to ensure that quality customer service is maintained. Provide guidance and assistance on Insurance questions, customer relations, carrier issues, underwriter guidelines, technical support and more. Act as Hiring Manager, seeking talent, organizing interviews and making hiring decisions. Side by Side and remote monitoring for quality, performance and adherence purposes. Perform the work of customer service agent during peak periods and take call escalations. Create and represent the department on special projects/initiatives. Customer Service Lead September 2005 to October 2011 Company Name － City , State Assist department supervisors with the coaching, training and mentoring of Customer. Service Agents. Monitor department productivity, take escalated calls, answer questions. and provide assistance to co-workers. Take 40+ calls per day, assisting insured's and. agents with policy billing and servicing needs. Take on projects as needed. Education Bachelor of Social Sciences : 2009 University of Washington Law, Gender and Ethnicity The National Alliance for Insurance Education and Research Current Certified Insurance Councilor - Agency Management, Life & Health, Commercial Property Goal to complete Personal Lines and Commercial Casualty by the end of the year 2016 to earn my CIC designation. Skills account management, Agency, benefits, Billing, Cisco, Coach, Coaching, com, Counseling, Client, client relations, customer relations, Customer Service, Customer Care, direction, Hiring, HR, Insurance, Kronos, Law, Letters, meetings, mentoring, Excel, MS Office, SharePoint, MS Windows, Needs Analysis, Enterprise, Newsletter, organizing, peak, performance reviews, pivot tables, Policies, Problem Solving, improve processes, Project Management, quality, quality assurance, Research, Selling, sales support, Scheduling, Supervising, technical support, Employee Development, Training Materials, underwriter, Underwriting, Articles

ADVOCATE

COMMUNITY RELATIONS ADVOCATE SUPERVISOR Summary To be afforded the opportunity to apply my advanced administrative, problem solving, organizational and sales abilities towards achieving continuous, improved business performance for a growing/stable organization. Professional Accomplishments/ Skills & Attributes: Developed and implemented the St. Philips' College Truck Driving Program. Successfully implemented introductory class for prospective adoptive parents, which increased applicants by 80%. Balanced Dave Thomas Foundation/UJIMA budget and adhered to reporting criteria; increasing options for future grant applications. Lead fundraising for local schools, churches and other local non-profit organizations. Possess strong interpersonal relations, written and verbal communication skills. Interacts easily with people of diverse backgrounds, cultures, and socio-economic backgrounds. Exceptional organizational and time management skills. Ability to work well within a team, manages multiple tasks, identify and resolve issues. Proficient Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet. Experience 10/2012 - Current Company Name － City , State Community Relations Advocate Supervisor Cultivated relationships with community contacts, location sponsors, property managers, property owners and non-profit organizations Initiated beneficial partnerships with local municipalities and non-profit organization to support company growth organizations (City of Houston, Solid Waste Management Department and City of Santa Fe) Coordinated with marketing team for various events in researching and generating referrals 08/2000 - 10/2012 Company Name － City , State Program Director Implementation of marketing plans, including product positioning, campaign strategies, and market strategy insights. Utilized strong communication and public relations skills for existing and potential clients Organized and executed the recruitment of prospective students for various training programs Managed all aspects of the enrollment process including interviewing, advising, tours, orientation, and processing paperwork Counseled enrolled students on career options and job opportunities Cultivated relationships with community contacts, location sponsors, property managers, property owners and non-profit organizations Administered department operations; duties including training, database maintenance and customer service Generated accurate weekly reports or client status and followed up in a timely manner. Acknowledged for consistently meeting trial date deadlines. Supervised a team of 20-30 team members Adhere to Privacy Act and Health Insurance Portability & Accountability Act (HIPAA) requirements as it relates to confidentiality of information released. Created and executed recruiting campaigns for prospective adoptive parents Developed partnerships to support organizational growth for board of directors, prospective adoptive parents, government local and state agencies, business owners, churches and non-profit organizations Determined eligibility, oversaw and tracked application process; responded to various inquires and acted as an advocate for prospective adoptive parents who encountered difficulty 06/2000 - 09/2002 Company Name － City , State Case Manager Served as liaison for sponsoring school, St Philips College and International Truck Driving Program Implemented program procedures, interviewing process and organized operations Spearheaded recruitment of prospective students and potential employers Identified contacts and resources for student supportive services (tuition assistance, job placement, etc.) 03/1996 - 06/2000 Company Name － City , State Recruiter and Case Manager Responsible for recruiting, interviewing, and determining eligibility for economically disadvantaged youth for summer work programs Partnered with local nonprofit organizations, county, city and state agencies for youth to market employment opportunities Documented case management services in accordance to JTPA requirements Education University of Houston Clear Lake － City , State , US Bachelor : Interdisciplinary Bachelor of Interdisciplinary Studies EC-6 Generalist w EC-12 Special Education, University of Houston Clear Lake, Houston, TX. (In progress, Anticipated completion Spring 2016) Activities/Community Involvement: Volunteer at local food distribution bank Volunteer for the Greater Arc of Houston Assistant Coordinator for San Antonio annual Juneteenth Celebration Dinner Member of Council for Exceptional Children Certifications HIPAA Professional Affiliations Balanced Dave Thomas Foundation/UJIMA budget and adhered to reporting criteria; increasing options for future grant applications Skills Marketing, Clients, Product Positioning, Public Relations, Interviewing, Recruiting, Community Relations, Operations, Case Management, Recruiter, Recruitment, Training, Solid Waste, Solid Waste Management, Waste Management, Liaison, Customer Service, Database, Hipaa, Maintenance, Receptionist, Retail Sales, Training Programs, Budget, Truck Driving, Food Distribution, Progress, San, Storage Area Network

ADVOCATE

CLIENT RELATIONS ADVOCATE Career Overview Seeking a challenging and rewarding career in Customer Service that would utilize acquired knowledge, training , and skills to achieve career growth potential and advancement. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Extensive experience includes performing needs assessments, gathering appropriate documents to assess efficiency, and analyzing processes and procedures. Core Strengths Responsible Bilingual English/Spanish written and spoken Data Entry Microsoft Word, Excel, Power Point, IUX Type 47 Words Per Minute 10-Key Calculator Strong organizational skills Telephone Experience Punctual Hard Worker Good Listener Follows Directions Team Player Energetic work attitude Accomplishments Customer Assistance   Worked with company systems such as IUX and diligently completed all assigned tasks, working overtime as needed. Customer Service   Researched, calmed and rapidly resolved client conflicts to prevent loss. Work Experience October 2009 to March 2015 Company Name City , State Client Relations Advocate Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals. Create, maintain, and enter information into databases. Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material. Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions. Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs. Maintain scheduling and event calendars. Schedule and confirm appointments for clients, customers, or supervisors. Conduct searches to find needed information, using such sources as the Internet. Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments. Hear and resolve complaints from customers or the public. Schedule appointments and maintain and update appointment calendars. April 2005 to February 2011 Company Name City , State Respite Care Provider Provide care for mentally disturbed, delinquent, or handicapped children. Operate in-house day-care centers within businesses. Assist in preparing food and serving meals and refreshments to children. Help children with homework and school work. Read to children and teach them simple painting, drawing, handicrafts, and songs. Organize and store toys and materials to ensure order in activity areas. Maintain a safe play environment. Dress children and change diapers. Observe and monitor children's play activities. Communicate with children's parents or guardians about daily activities, behaviors, and related issues. Sanitize toys and play equipment. Keep records on individual children, including daily observations and information about activities, meals served, and medications administered. Care for children in institutional setting, such as group homes, nursery schools, private businesses, or schools for the handicapped. May 2000 to October 2006 Company Name City , State Customer Service Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products. Manage staff, preparing work schedules and assigning specific duties. Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary. Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand. Perform sales floor work, such as greeting or assisting customers, stocking shelves, or taking inventory. Manage the movement of goods into and out of production facilities. Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems. Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills. Receive payment by cash, check, credit cards, vouchers, or automatic debits. Issue receipts, refunds, credits, or change due to customers. Assist customers by providing information and resolving their complaints. Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change. Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners. Greet customers entering establishments. Answer customers' questions, and provide information on procedures or policies. Calculate total payments received during a time period, and reconcile this with total sales. Process merchandise returns and exchanges. Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately. Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items. Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans. Sort, count, and wrap currency and coins. Supervise others and provide on-the-job training. Stock shelves, and mark prices on shelves and items. Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment. Compute and record totals of transactions. Offer customers carry-out service at the completion of transactions. Educational Background Maric College City , State , US Certificate : Medical Coding and Billing Medical Coding and Billing Certificate: Medical Coding and Billing Sep 2007 Maric College San Diego, CA (Now Known As Kaplan College) C. Crawford Senior High School City , State , US High School Diploma High School Diploma Jun 2000 Will C. Crawford Senior High School San Diego , CA San Diego Job Corps City , State , US Certificate : Office Business Office Business Certificate: Office Business Jun 2002 Job Corps Imperial Beach, CA South Western College City , State , US Child Development South Western College Chula Vista, CA Certifications Medical Coding and Billing Certificate, Office Business Certificate, High School Diploma Languages Bilingual English/Spanish written and Spoken Skills Greet, Telephone Customer Service, Cash, Credit, Sales, Vouchers, Optical, Payments, Training, Inventory, Pricing, Billing, Forecasts, Greeting, Sales Floor, Stocking, Correspondence, Databases, Filing, Telephones, Painting, Client Relations, Clients, Schedule Appointments, Scheduling, Switchboard, Cashier, Accounting, Answering, General Office, General Office Duties, Inventory Records, Payroll, Process Payroll, Purchase Orders, Customer Service, Data Entry, Excel, Microsoft Word, Punctual, Receptionist, Retail Sales, Team Player, Word, Coding, Medical Coding

ADVOCATE

CASE MANAGER/OUTREACH ADVOCATE Summary Adaptable and friendly Case Worker and team player with comprehensive background in crisis intervention utilizing motivational interviewing techniques. Highlights Microsoft Office, Word, Excel, Outlook, Data Entry and Power Point. Ability to interact with a diverse population with a compassionate demeanor.Excellent interpersonal skills Strong communicator Culturally-sensitive Self-starter Skilled multi-tasker Fast learner Detail-oriented Accomplishments Spearheaded cell phone collection program for survivors. Received Employee of the Month on multiple occasions. Experience Case Manager/Outreach Advocate June 2008 to October 2014 Company Name － City , State Caseworker/Outreach Advocate Use Microsoft Word in culmination with Excel to create monthly board reports Responsible for entering daily client data in the Integrated Tracking System Maintaining client files Responsible for maintaining client confidentiality Answer hotline calls Charged with maintaining and ordering all office supplies Used Xerox and fax machine Prepare presentations for outreach events Spearheaded cell phone collection program for survivors Assisted up to 15 survivors of domestic violence and sexual assault per week with setting and achieving goals that lead to recovery and self sufficiency by identifying victim needs and connecting clients to agency services Monitor client's progress with specialized agency service providers (e.g. housing specialist and employment specialist) to ensure client is meeting goals and to help minimize any potential barriers to success Conduct approximately a dozen monthly home visits to identify changing needs and assess progress. Provide clients with support, crisis intervention, advocacy, information and additional service coordination, such as transportation and dispatching Serve as the 24 hour on-call responder for one week a month multiple times a year to provide crisis intervention and personal accompaniment for sexual assault survivors Speak publicly to the Fort Bend County community and schools at least ten times annually regarding domestic violence, sexual assault, and how to create healthy relationships Selected to collect and review all caseworker monthly client status reports Coordinate and monitor specialized service providers (e.g. housing specialist, employment specialist, follow up position, etc.) to ensure client is meeting social service goals Provide crisis intervention assistance and uses motivational interviewing technique. Provide accompaniment as needed. Conduct casework with residents to include goal setting regarding recovery, access to mainstream benefits, education, job training, employment, personal financial planning, and other services necessary. Oversee client transportation needs. Coordinate programs for women including, but not limited to, support groups, employment and self-improvement. Be knowledgeable of community resources. Complete accurate documentation and maintenance of client files. Serve as an advocate on behalf of residents. Complete Client Service Plan Act as child advocate (includes having knowledge of child development, parenting skills, and dynamics of family relationships; sensitivity to the needs of children; ability to respond in a constructive, supportive manner to the parent and child clients in crisis; ability to plan and implement activities for children; knowledge of the local network of children's services) Act as legal advocate (includes having a working knowledge of Texas laws pertaining to family violence/sexual assault, as well as the justice systems; response to family violence/sexual assault; be familiar with legal services, resources, and procedures available to victims in each county where services are provided; assist clients in safety planning and re-evaluation of the safety plan as part of an individual service plan; identify legal rights and options as part of individual service plans) Complete a minimum of once weekly contact to facilitate client's goal setting and safety planning. Participate in agency fundraisers, community awareness and speaking activities. Provide victim information to clients, including referrals to the victim assistance/advocacy staff as appropriate. Demonstrate leadership, communication, and problem solving skills in a manner which encourages and empowers residents to seek remedies for positive change. Texas Works Advisor 1 August 2005 to May 2008 Company Name － City , State Texas Works Advisor I Determined and re-evaluated eligibility for Food Stamps, Medicaid and TANF. Interviewed approximately 30 clients daily, accurately documented the information gathered, and verified case data to determine benefits Explained program benefits and requirements to new and re-certified clients Reviewed eligibility of clients for ongoing services. Promoted self-sufficiency to clients and potential clients through coaching, peer counseling, and assessment of client records. Prepared and coordinated mail, faxes and express packages, as well as maintaining neat client files via filing and photocopying. Interviewed and assessed [Number] new clients each week.Selected and compiled relevant information and resources for clients to support them in overcoming mental and emotional problems.Referred clients to outside social service providers to address psychiatric and personal issues.Pursued ongoing education and training opportunities to further develop professional skills.Built positive rapport with law enforcement officers, court officials and community service agencies.Referred clients to other mental health resources in the community for further services.Referred family members to outside support options to help them cope during times of increased stress.Communicated with local agencies, schools, churches, courts and employers regarding client involvement and attendance in programs. Call Center Representative June 2002 to October 2002 Company Name － City , State Answered multi-line phones and routed calls to the appropriate center. Scheduled appointments andassisted clients with problem solving. Helped to maintain an efficient office by assisting with copying and faxing. Education No Degree : Psychology , May1992 Houston Community College － City , State , USA High School Diploma : June 1990 Forest Brook High School － City , State , USA No Degree : Business Administration , January 2012 Hampton University － City , State , USA Additional Information AWARDS AND HONORS Awarded Employee of the Month at the Fort Bend County Women's Center in the year of 2008, 2009, 2010, 2011 Skills Excellent communication, computer skills, copying, counseling, data entry, documentation, faxing, filing, financial planning, goal setting, leadership, Microsoft Office (Outlook, Power Point, Word, and Excel), networking, organizational skills, presentations, problem solving, problem solving skills, and public speaking.

ADVOCATE

CUSTOMER CARE ADVOCATE Experience Customer Care Advocate 04/2019 to Current Company Name – City , State Respond to phone calls and correspondence including but not limited too, appeals, corrected claims, timely filing, and claims projects. Responding to high call volumes of incoming calls and customer inquiries from current and prospective members, providers as well as internal and external business partners and seeing those calls to completion. Maintaining current knowledge of BMCHP and Wellsense Health Plan benefits, provider network development and contact issues, Mass and New Hampshire Medicaid regulations, as well as industry standards for claims adjudication and other party liability issues. Meeting performance goals established for the position in the areas of productivity, call quality and customer satisfaction. Adhere to HIPPA guidelines. Perform other duties when assigned Customer Care Representative 03/2017 to 04/2019 Company Name – City , State Resolving customer inquiries and problems through effective interaction with both internal and external staff‚ particularly in the areas of marketing‚ enrollment‚ provider relations‚ Customer Care Center and claims. Responding to a high volume of incoming calls and customer inquiries from current and prospective members‚ providers and both internal and external staff and utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and sees those calls through to completion. Utilizing appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and problems. Maintaining knowledge of the plan contracts and effectively interpreting information related to the plan's benefits. Employs strong interpersonal skills in order to handle difficult calls courteously and professionally. Document calls in accordance with departmental policies. Work with peers to solve problems and promotes teamwork. Makeup Artist 03/2013 to 07/2014 Company Name – City , State Educated clients about products and performed full service makeup applications Participated in focus days and promotional events to build client loyalty and to attract new clientele. Achieved sales goals in accordance with productivity objectives. Recorded clients purchasing information to communicate and ensure future business. Server/Waitress 08/2009 to 05/2014 Company Name – City , State Presented and explained menus to customers - Answered queries regarding restaurant items and informed them of daily specials. Provided excellent customer service: Worked closely with restaurant staff to ensure that orders were served in an efficient manner - Orders were assembled properly in the kitchen and delivered to customers in a timely manner. Dedicated and meticulous - high level of accurateness and attention to detail. Earned management trust by serving as key holder, responsibly opening and closing Establishment. Skincare Specialist 07/2006 to 06/2009 Company Name – City , State Developed and maintained quality relationships with clients through follow-up practices and event invitations. Exceeded sales goals and expectations on various skin care brands by using up-selling Produced weekly brand reports in order to identify which products needed additional assistance for meeting monthly sales goals. Calculated a daily sales goal to help consultants stay on track. Attended training and education courses to train peers in various skincare brands. Beauty Advisor Manager 03/2005 to 05/2006 Company Name – City , State Welcomed each guest while offering a superior customer experience. Supervised Beauty department; hired and developed staff, managed performance and oversaw all departmental functions. Responsible for proper promotion of products to all clients through professional tutorials and the introduction of new techniques to fully maximize use of products. Attend periodic vendor training seminars and achieve the highest level of product knowledge. Work History Server/Waitress 02/2009 to Current Company Name - City , State Presented and explained menus to customers - Answered queries regarding restaurant items and informed them of daily specials. Provided excellent customer service: Worked closely with restaurant staff to ensure that orders were served in an efficient manner - Orders were assembled properly in the kitchen and delivered to customers in a timely manner. Dedicated and meticulous - high level of accurateness and attention to detail. Earned management trust by serving as key holder, responsibly opening and closing Establishment. Makeup Artist 03/2013 to 07/2014 Company Name - City , State Educated clients about products and performed full service makeup applications Participated in focus days and promotional events to build client loyalty and to attract new clientele. Achieved sales goals in accordance with productivity objectives. Recorded clients purchasing information to communicate and ensure future business. Skincare Specialist 07/2006 to 06/2009 Company Name - City , State Developed and maintained quality relationships with clients through follow-up practices and event invitations. Exceeded sales goals and expectations on various skin care brands by using up-selling Produced weekly brand reports in order to identify which products needed additional assistance for meeting monthly sales goals. Calculated a daily sales goal to help consultants stay on track. Attended training and education courses to train peers in various skincare brands. Beauty Advisor Manager 03/2005 to 05/2006 Company Name - City , State Welcomed each guest while offering a superior customer experience. Supervised Beauty department; hired and developed staff, managed performance and oversaw all departmental functions. Responsible for proper promotion of products to all clients through professional tutorials and the introduction of new techniques to fully maximize use of products. Attend periodic vendor training seminars and achieve the highest level of product knowledge. Education High School Diploma West Roxbury High School - City , State Skills Creative problem solver MS Windows proficient EExceptional communication skills Trusted key holder SStrong client relations Mediation capability SStrategic sales knowledge Proficient in cash management QQuick learner Floor set design expertise, Attention to detail, cash management, closing, communication skills, Creative problem solver, clientele, client, clients, client relations, excellent customer service, focus, Mediation, MS Windows, promotion, purchasing, quality, Quick learner, selling, sales, seminars, set design, skin care, Strategic Professional Summary I am a motivated individual with exceptional customer service skills looking for professional growth. My experience in various settings have developed my understanding in working with a broad spectrum of customers.

ADVOCATE

SENIOR CUSTOMER SERVICE ADVOCATE Professional Profile Over ten years of management and customers services skills in retail and call center environment. Expert computing and technology skills in multiple software applications. Qualifications Leadership Sales Writing Communications Customer Service Training Counseling Client Support Multitasking Professional Microsoft Office Relevant Experience Increased client engagement in all Active Health products and services sales by 98%. each quarter. Experience Senior Customer Service Advocate October 2010 to November 2016 Company Name － City , State Provides daily leadership to customer service staff. Identifies system and workflow improvements to enhance the team's efficiency. Handles telephone and written correspondence from varied sources. Explains customer/member specific plan of benefits along with member's responsibilities in accordance with contracted arrangements. Documents and tracks all member contacts, events, and outcomes via appropriate systems. Accesses information from a variety of systems and references including contracting and network system. Shift Supervisor August 2009 to October 2010 Company Name － City , State Completed day to day operation of the store such as overseeing staff. Responded to customer inquiries and complaints. Directed and supervised employees engaged in sales, inventory-taking, Reconciling cash receipts, or in performing services for customers. Monitored sales activities to ensure that customers receive satisfactory service and quality goods. Assigned employees to specific duties. Manager of Parts Sales December 2008 to July 2010 Company Name － City , State Resolved customer complaints regarding services, products, or personnel. Monitored sales staff performance to ensure that goals are met. Conferred with company officials to develop methods and procedures to Increased sales, expand markets, and promote business. Determined replacement parts required, according to inspections of old parts, Examined returned parts for defects, and exchange defective parts or refunded money. Sales Consultant October 2007 to June 2009 Company Name － City , State •Assessed nutritional needs, diet restrictions and current health plans to develop and implement dietary-care plans and provide nutritional counseling. •Consulted with physicians and health care personnel to determine nutritional needs and diet restrictions of patient or client. •Counseled individuals and groups on basic rules of good nutrition, healthy eating habits and nutrition monitoring to improve their quality of life. •Developed curriculum and prepare manuals, visual aids, course outlines and other materials used in teaching. Recovery Specialist January 2007 to January 2008 Company Name － City , State Received payments and post amounts paid to customer accounts. Located and monitored overdue accounts, using computers and a variety of automated systems. Recorded information about financial status of customers and status of collection efforts. Located and notified customers of delinquent accounts by Advised customers of necessary actions and strategies for debt repayment. Skilled in persuading customers to pay amounts due on credit accounts, damaged claims, or non-payable checks, or to return merchandise. Branch Manager January 2006 to January 2007 Company Name － City , State Supervised all daily operations of the branch which included: hiring, firing and maintaining of personnel, staff training, and schedules. Established and maintain relationships with individuals and businesses. Examined, evaluated, and processed loan applications. Reviewed collection reports to determine the status of collections and the amounts of outstanding balances. Responded to all customer complaints and resolved any problems. Ensured the highest level of customer service. Branch Manager January 2006 to January 2007 Company Name － City , State Supervised all daily operations of the branch which included: hiring, firing and maintaining of personnel, staff training, and schedules. Established and maintain relationships with individuals and businesses. Examined, evaluated, and processed loan applications. Reviewed collection reports to determine the status of collections and the amounts of outstanding balances. Responded to all customer complaints and resolved any problems. Ensured the highest level of customer service. Sr Appeal & Complaints Analysts November 2016 to Current Company Name － City , State Review, research and respond to complaints within the required time frame established by the better business bureau.Review, research and respond to regulatory complaints including CFPB, state attorney General office and other regulatory agencies. Ensure received complaints are documented and recorded on the appropriate spreadsheets. Provide weekly analyst identifying trends by type, state and client. Validate and verify complaints and answered in timely fashion with the appropriate responses. Identify high risk or problematic complaints and notify Compliance Management team. Complete call reviews, determine if any disciplinary action should be taken. Provide coordination for compliance and regulatory related projects. Effectively communicate levels of risk to specific departments. Ability to advise senior management on any regulatory charges that may affect risk and provide recommendations to mitigate the potential risk. Coordinate with Legal team to ensure aware of potential cross over between complaints and ADLs or lawsuits. Collaborate with Compliance Management Team to ensure that the entire company is aware of compliance requirements and issues.  Support the Director of Compliance, VP of Compliance and Chief Compliance Officer in their roles and daily task.  ​ ​ ​ Education Bachelor's Degree : Business Administration , May, 2013 Strayer University － City , State , USA MBA : Health Services Administration , 2016 Strayer University － City , State , United States Skills basic, benefits, cash receipts, counseling, credit, client, customer service, staff training, financial, firing, hiring, inventory, leadership, materials, exchange, money, network, personnel, quality, Reconciling, sales, teaching, telephone, workflow, written

ADVOCATE

FAMILY AND COMMUNITY ADVOCATE Professional Summary Affiliations Creative problem solver & computer literate Experience in Domestic Violence advocacy, conflict resolution, Trauma counseling & community referrals Excellent communication, organizational and information gathering skills Effective multicultural communication & interaction skills Ability to provide crisis services including suicide prevention Expertise in Counseling (including in-home) & group facilitation Expertise in developing, implementing & monitoring different projects and/or assignments Knowledge of techniques used for both Mental Health & Substance Abuse services/Cognitive Behaviorist Skills Self-motivated Team leadership Strong verbal communication Powerful negotiator Conflict resolution Extremely organized Client assessment and analysis Work History 03/2015 to 09/2017 Family and Community Advocate Company Name – City , State Completion of or update of applications leading to financial assistance toward home heating or cooling bills; as well as assistance towards rent or mortgage payments to at-risk low income, elderly and disabled households. Referrals to community resources as needed. Completion of applications for Home Weatherization program and agency Head Start Facilities. Compiled and monitored case files. Coordinator of VITA Tax program. Community Outreach 4x's yearly. Utilized technology solutions for data entry. Community Outreach resulted in 15% increase in financial assistance. 01/2009 to 01/2011 Substance Abuse Counselor Company Name – City , State Completed Psychosocial Assessments and Treatment Plans to determine the eligibility and provisional needs of persons suffering from Opiate Addiction. Monitored progress through weekly individual and group sessions, team staff meetings, and random Urine Surveillance. Completed authorization for T-19 reimbursements. Collaborated with on-site medical team for maximum services. Compiled and monitored case files. Provided community referrals as needed. Group leader. 01/2008 to 01/2009 Case Manager Company Name – City , State Completed Psychosocial Assessments and Treatment Plans. Compiled and monitored case files. Utilized technology solutions to streamline data entry and report writing. Collaborated with in-house and community staff to maximize services. Provided community referrals as needed. Monitored daily living activities to assess quality of life status. Completed monthly stats. On clients seen and services rendered. On-site case management resulted in 45% reduction in crisis situations. 01/2004 to 01/2008 Lead Case Manager Company Name – City , State Completed Psychosocial Assessments and Treatment Plans within the Prison setting to determine provisional needs for discharging inmates in the area of personal and family adjustments, finances, employment, food and clothing, housing, and physical and mental impairments. Developed and implemented program curriculum. Compiled and monitored case files and utilized technology solutions to streamline management tasks and report submission. Supervisor and trainer of Masters and Bachelor Interns. Provided employment services including resume writing, job leads, job retention. Case management resulted in 50% recidivism reduction in a 4 year project. Virgil Joiner - pg. 2. 01/2000 to 01/2004 Therapist Company Name – City , State Completed Psychosocial Assessment and Treatment Plans to determine diagnosis and provisional needs of clients with wide range. of Mental Health Disorders including AODA. Assisted clients in modifying negative attitudes and behaviors through weekly individual and group session and Urine Surveillance. Compiled and monitored case files. Provided in-home therapy. In-home services resulted in 60% increase in client retention. Observed and monitored client behavior and responses to treatment. 01/1998 to 01/2001 Psychotherapist Company Name – City , State Completed Psychosocial Assessments and Treatment Plans on clients diagnosed with a wide range of Mental Health Disorders. Directed clients in modifying attitudes and patterns of negative behavior through weekly individual sessions. Compiled and monitored case files. Completed authorizations for insurance reimbursement. Collaborated with Psychologist and Psychiatrist regarding diagnosis and medication monitoring. Conducted in-home services including crisis intervention. Provided community resources as needed. In-home services resulted in 35% increase in client retention. Observed and monitored client behavior and responses to treatment. Skills streamline, agency, Case management, Counselor, Counseling, crisis intervention, client, clients, data entry, diagnosis, financial, insurance, meetings, Mental Health, progress, Psychiatrist, quality, report writing, Supervisor, Tax, therapy, trainer, Trauma, Treatment Plans Education 1995 MSW : Social Welfare University of Milwaukee - City , State Advanced Opportunity Fellowship Award *UW Milwaukee Field Placement Advisory Brd. Member *African American Student Achievement Award *Association of Black Social Workers Book Fund Award 1993 BSW : Social Welfare Concordia University Wisconsin - City , State Member: Student Social Work Club AODA Counselor/Social Work Intern *WCS/Wings Correctional Program, Milwaukee, WI AODA Counselor/Social Work Intern (Women In Need of Greater Support) : VA Medical Center - City , State

ADVOCATE

SENIOR MEMBER SERVICE ADVOCATE SHANNA SCRUGGS Professional Summary Motivated customer service specialist with over 20 years  experience in a fast-paced, team-based environment high call volume environments. Skills account reconciliations, accounting, Accounts Payable, apollo, auditing, benefits, billing system, coach, com, Credit, client, customer satisfaction, data entry, database, delivery, fashion, features, FTP, General Ledger accounts, http, legal documents, Managing, Access, MS Excel, Mail, MS Office, Word, MySQL, Owl, pick, pricing, processes, Express, reconciling, maintain records, research, shipping, Troubleshooting Strong customer service orientation Problem solver Committed to team success MS Office Skills Self-motivated Extremely organized Highly dependable Team leadership Quick learner MS Windows proficient Work History Senior Member Service Advocate , 10/2015 to Current Company Name – City , State UnitedHealth Group Assisting members with their prescription benefits coverage for Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) , ChampVa plans, Ohio Bureau of Workers Compensation and Mail Order. Reviewing rejected claims, processing coverage determinations for prescription coverage. Assisting pharmacies with rejected claims and overrides. Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries. I also assist in by doing side by sides to help other agents with their KPI's. I'am on a team of super users that will assist agents with their computer and system issues. Senior Member Service Advocate , 10/2015 to Current Company Name – City , State UnitedHealth Group Assisting members with their prescription benefits coverage for Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) , ChampVa plans, Ohio Bureau of Workers Compensation and Mail Order. Reviewing rejected claims, processing coverage determinations for prescription coverage. Assisting pharmacies with rejected claims and overrides. Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries. I also assist in by doing side by sides to help other agents with their KPI's. I'am on a team of super users that will assist agents with their computer and system issues. Senior Member Service Advocate , 10/2015 to Current Company Name – City , State UnitedHealth Group Assisting members with their prescription benefits coverage for Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) , ChampVa plans, Ohio Bureau of Workers Compensation and Mail Order. Reviewing rejected claims, processing coverage determinations for prescription coverage. Assisting pharmacies with rejected claims and overrides. Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries. I also assist in by doing side by sides to help other agents with their KPI's. I'am on a team of super users that will assist agents with their computer and system issues. Senior Member Service Advocate , 10/2015 to Current Company Name – City , State UnitedHealth Group Assisting members with their prescription benefits coverage for Medicare part D plan, commercial plans, state Medicaid plans( Nevada, Georgia, Arizona, Indiana, South Dakota) , ChampVa plans, Ohio Bureau of Workers Compensation and Mail Order. Reviewing rejected claims, processing coverage determinations for prescription coverage. Assisting pharmacies with rejected claims and overrides. Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries. I also assist in by doing side by sides to help other agents with their KPI's. I'am on a team of super users that will assist agents with their computer and system issues. Hosting Consultant , 01/2015 to 10/2015 Company Name – City , State  My primary responsibilities was to provide immediate and appropriate technical/product support to customers regarding GoDaddy hosting products. Provide assistance to customers with purchases, technical issues, questions, and generally resolving any customer concerns. Consult with customers on their business needs by matching GoDaddy products and/or solutions to their online goals. Managing and Troubleshooting with: FTP, cPanel, Plesk and MySQL  Hosting Consultant , 01/2015 to 10/2015 Company Name – City , State  My primary responsibilities was to provide immediate and appropriate technical/product support to customers regarding GoDaddy hosting products. Provide assistance to customers with purchases, technical issues, questions, and generally resolving any customer concerns. Consult with customers on their business needs by matching GoDaddy products and/or solutions to their online goals. Managing and Troubleshooting with: FTP, cPanel, Plesk and MySQL  Hosting Consultant , 01/2015 to 10/2015 Company Name – City , State Godaddy My primary responsibilities was to provide immediate and appropriate technical/product support to customers regarding GoDaddy hosting products. Provide assistance to customers with purchases, technical issues, questions, and generally resolving any customer concerns. Consult with customers on their business needs by matching GoDaddy products and/or solutions to their online goals. Managing and Troubleshooting with: FTP, cPanel, Plesk and MySQL  Designer Care Associate , 03/2014 to 01/2015 Company Name – City , State Origami Owl My primary responsibilities were assisting our independent designers and customers via inbound calls, outbound calls and emails with order issues, product questions, tracking orders, processing requests for refunds, missing items and replacements for defective products. Designer Care Associate , 03/2014 to 01/2015 Company Name – City , State Origami Owl My primary responsibilities were assisting our independent designers and customers via inbound calls, outbound calls and emails with order issues, product questions, tracking orders, processing requests for refunds, missing items and replacements for defective products. Designer Care Associate , 03/2014 to 01/2015 Company Name – City , State Origami Owl My primary responsibilities were assisting our independent designers and customers via inbound calls, outbound calls and emails with order issues, product questions, tracking orders, processing requests for refunds, missing items and replacements for defective products. Customer Care Advocate , 08/2013 to 03/2014 Company Name – City , State Ontrac My primary responsibilities was taking inbound to processes customer requests for pick ups, delivery information, tracking shipment and processing complaints and making outbound calls to customers, other departments and contractors to provide resolution for our customers for their packages. Customer Care Advocate , 08/2013 to 03/2014 Company Name – City , State Ontrac My primary responsibilities was taking inbound to processes customer requests for pick ups, delivery information, tracking shipment and processing complaints and making outbound calls to customers, other departments and contractors to provide resolution for our customers for their packages. Customer Care Advocate , 08/2013 to 03/2014 Company Name – City , State Ontrac My primary responsibilities was taking inbound to processes customer requests for pick ups, delivery information, tracking shipment and processing complaints and making outbound calls to customers, other departments and contractors to provide resolution for our customers for their packages. International Certified Specialist , 07/2010 to 08/2013 Company Name – City , State My primary responsibility was to field a high volume of inbound call traffic and assess customer needs. Manage a variety of database and web-based programs to provide timely response to the customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info and pricing. Distribute calls, when necessary, to other resources to ensure customer needs are handled in a timely fashion. Coordinate with other departments when outages occur and calls must be redirected Promoting DHL Express services and products to customers on every call. International Certified Specialist , 07/2010 to 08/2013 Company Name – City , State My primary responsibility was to field a high volume of inbound call traffic and assess customer needs. Manage a variety of database and web-based programs to provide timely response to the customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info and pricing. Distribute calls, when necessary, to other resources to ensure customer needs are handled in a timely fashion. Coordinate with other departments when outages occur and calls must be redirected Promoting DHL Express services and products to customers on every call. International Certified Specialist , 07/2010 to 08/2013 Company Name – City , State My primary responsibility was to field a high volume of inbound call traffic and assess customer needs. Manage a variety of database and web-based programs to provide timely response to the customer. Track shipments, rectify shipping errors, product ordering, delivery status, pick-ups, product info and pricing. Distribute calls, when necessary, to other resources to ensure customer needs are handled in a timely fashion. Coordinate with other departments when outages occur and calls must be redirected Promoting DHL Express services and products to customers on every call. Customer Service Representative , 08/2008 to 07/2010 Company Name – City , State Alltel Wireless My primary responsibility was to resolve customer inquiries and concerns regarding our products and services such as, bills, coverage area, promotions, store locations and hours. Increase customer satisfaction by offering alternative solutions and products.Follow established guidelines to collect and analyze information to create resolution alternatives aimed at reducing risk and increasing revenue. Contact customers manually or via the auto dialer to resolve non-payment issues and research and negotiate payment arrangements. Access and update customer accounts in computer billing system. Review bills and explain fees and charges for service. Determine when service suspension and/or disconnect is appropriate and initiate accordingly. Also sell products, features and accessories. Customer Service Representative , 08/2008 to 07/2010 Company Name – City , State Alltel Wireless My primary responsibility was to resolve customer inquiries and concerns regarding our products and services such as, bills, coverage area, promotions, store locations and hours. Increase customer satisfaction by offering alternative solutions and products.Follow established guidelines to collect and analyze information to create resolution alternatives aimed at reducing risk and increasing revenue. Contact customers manually or via the auto dialer to resolve non-payment issues and research and negotiate payment arrangements. Access and update customer accounts in computer billing system. Review bills and explain fees and charges for service. Determine when service suspension and/or disconnect is appropriate and initiate accordingly. Also sell products, features and accessories. Customer Service Representative , 08/2008 to 07/2010 Company Name – City , State Alltel Wireless My primary responsibility was to resolve customer inquiries and concerns regarding our products and services such as, bills, coverage area, promotions, store locations and hours. Increase customer satisfaction by offering alternative solutions and products.Follow established guidelines to collect and analyze information to create resolution alternatives aimed at reducing risk and increasing revenue. Contact customers manually or via the auto dialer to resolve non-payment issues and research and negotiate payment arrangements. Access and update customer accounts in computer billing system. Review bills and explain fees and charges for service. Determine when service suspension and/or disconnect is appropriate and initiate accordingly. Also sell products, features and accessories. Processing Associate , 01/2008 to 04/2008 Company Name – City , State Randstad at Vanguard My primary responsibility was to process monetary transaction to include, address changes, opening new accounts, adding beneficiaries, adding legal documents through client's systems. Review transactions for accuracy, completeness and adherence to all internal and external regulations. Ensures timely completion of all client requests, Develops and maintains a thorough understanding of departmental systems and processing functions. Processing Associate , 01/2008 to 04/2008 Company Name – City , State Randstad at Vanguard My primary responsibility was to process monetary transaction to include, address changes, opening new accounts, adding beneficiaries, adding legal documents through client's systems. Review transactions for accuracy, completeness and adherence to all internal and external regulations. Ensures timely completion of all client requests, Develops and maintains a thorough understanding of departmental systems and processing functions. Processing Associate , 01/2008 to 04/2008 Company Name – City , State Randstad at Vanguard My primary responsibility was to process monetary transaction to include, address changes, opening new accounts, adding beneficiaries, adding legal documents through client's systems. Review transactions for accuracy, completeness and adherence to all internal and external regulations. Ensures timely completion of all client requests, Develops and maintains a thorough understanding of departmental systems and processing functions. Accounts Payable Clerk , 11/2004 to 01/2008 Company Name – City , State Tempe Schools Credit My primary responsibility was maintaining and auditing. Union General Ledger accounts, account reconciliations, data entry, posting and reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records for Accounts Payable prioritize and pay invoices received at the rate of 70-90 invoices paid per week. I have also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions and bankruptcy accounts and continue to coach employees on how to handle transactions to these sensitive accounts. I am experienced with MS Office, mainly MS Excel and Word. Accounts Payable Clerk , 11/2004 to 01/2008 Company Name – City , State Tempe Schools Credit My primary responsibility was maintaining and auditing. Union General Ledger accounts, account reconciliations, data entry, posting and reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records for Accounts Payable prioritize and pay invoices received at the rate of 70-90 invoices paid per week. I have also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions and bankruptcy accounts and continue to coach employees on how to handle transactions to these sensitive accounts. I am experienced with MS Office, mainly MS Excel and Word. Accounts Payable Clerk , 11/2004 to 01/2008 Company Name – City , State Tempe Schools Credit My primary responsibility was maintaining and auditing. Union General Ledger accounts, account reconciliations, data entry, posting and reconciling large- volume batch summary transactions, performing cash accounting journal entries, also maintain records for Accounts Payable prioritize and pay invoices received at the rate of 70-90 invoices paid per week. I have also handled past due auto, mortgage, credit card unsecured consumer loans, repossessions and bankruptcy accounts and continue to coach employees on how to handle transactions to these sensitive accounts. I am experienced with MS Office, mainly MS Excel and Word. Education GED apollo-resume.co : 1996 Mesa Community College - GED : 1996 Mesa Community College - City

ADVOCATE

BUSINESS ADVOCATE BANKER Cruz Navarro Cruz Navarro Professional Summary Highly ambitious professional with background in Financial Services Procurement and Management. Expertise in market analysis, forecasting and client needs assessments. Highly ambitious professional with background in Financial Services Procurement and Management. Expertise in market analysis, forecasting and client needs assessments. Skills account management, Business Development, business operations, CISCO, International Business, logistics, Oracle, purchasing, Sales, spreadsheets, tax law Skills Budgeting and finance Strong verbal communication Conflict resolution Client assessment and analysis Budgeting and finance Strong verbal communication Conflict resolution Client assessment and analysis Proficient level Microsoft Office  Oracle CRM Strong verbal communication Client assessment and analysis Conflict resolution Proficient level Microsoft Office  Oracle Strong verbal communication Client assessment and analysis Conflict resolution Proficient level Microsoft Office  Oracle Work History 07/2016 to Current Business Advocate Banker Company Name – City , State Target and identify affluent clients, analyze their needs, provide financial solutions based on their relationship with the bank and refer then to the appropriate business line when required. Company's advisor for the Small Business Development, provide financial wellness solutions for new and existing clients. Consultation of credit products and state regulations for business origination and ownership. Plan, develop and execute out of office visits and venues to small business owners to develop stronger relationships and increase profitability. Participate on a weekly basis on conference calls with the Small Business Segment leader and Wells Fargo at Work Program director for better understanding and direction. Create performance and efficiency report, direct morning huddles with team members to provide feedback of previous activities. Assist management with operational activities: team member's schedules, cash shipments, random vault audits, dual control assignments, approvals, challenging situations with customers, etc. 07/2016 to Current Personal Banker Safe Company Name – City , State Target and identify affluent clients, analyze their needs, provide financial solutions based on their relationship and refer then to the appropriate business department when required. Partner up with Financial advisors, Mortgage consultants and additional team member to develop client acquisition plans.  Consultation to business owners of banking and credit solutions throughout Wells Fargo tools and services for business owners. Assist Wells Fargo international clients providing tailored recommendations suiting their needs.  Out of office visits and venues to business owners to develop stronger relationships and increase bank profitability. Assist management with operational activities: team member's schedules, cash shipments, random vault audits, dual control assignments, approvals, challenging situations with clients, etc. Created strategies to develop and expand sales of services to existing customer which resulted in a 24 % increase in annual revenue. Advised clients on mortgage, educational and personal loans. Maintained friendly and professional customer interactions. 07/2016 to Current Personal Banker Safe Company Name – City , State Target and identify affluent clients, analyze their needs, provide financial solutions based on their relationship and refer then to the appropriate business department when required. Partner up with Financial advisors, Mortgage consultants and additional team member to develop client acquisition plans.  Consultation to business owners of banking and credit solutions throughout Wells Fargo tools and services for business owners. Assist Wells Fargo international clients providing tailored recommendations suiting their needs.  Out of office visits and venues to business owners to develop stronger relationships and increase bank profitability. Assist management with operational activities: team member's schedules, cash shipments, random vault audits, dual control assignments, approvals, challenging situations with clients, etc. Created strategies to develop and expand sales of services to existing customer which resulted in a 24 % increase in annual revenue. Advised clients on mortgage, educational and personal loans. Maintained friendly and professional customer interactions. 12/2015 to 07/2016 Licensed Service Advisor Company Name – City , State Meet business goals by proactively reaching out to existing and new clients, cross-sell and increase insurance coverage. Review profit metrics, analyze areas of opportunity and develop an action plan for a successful goal achievement. Client outreach for retention, insurance review, renewal and leads for new business and high value account management. Create policy orders based under the Texas Insurance Law for Homeowners, Renters, Flood (FEMA), Auto and Commercial. Partnership with Real Estate agents, Mortgage Consultants for business aquisition and referral program.  Supported Chief Operating Officer with daily operational functions. 12/2015 to 07/2016 Licensed Service Advisor Company Name – City , State Meet business goals by proactively reaching out to existing and new clients, cross-sell and increase insurance coverage. Review profit metrics, analyze areas of opportunity and develop an action plan for a successful goal achievement. Client outreach for retention, insurance review, renewal and leads for new business and high value account management. Create policy orders based under the Texas Insurance Law for Homeowners, Renters, Flood (FEMA), Auto and Commercial. Partnership with Real Estate agents, Mortgage Consultants for business aquisition and referral program.  Supported Chief Operating Officer with daily operational functions. 12/2015 to 07/2016 Licensed Service Advisor - Insurance Broker Company Name – City , State Meet business goals by proactively reaching out to existing and new clients, cross-sell and increase insurance coverage. Review profit metrics, analyze areas of opportunity and develop an action plan for a successful goal achievement. Client outreach for retention, insurance review, renewal and leads for new business and high value account management. Create policy orders based under the Texas Insurance Law for Homeowners, Renters, Flood (FEMA), Wind and Hale, Auto and Commercial. Contact financial institutions for assistance with Escrow Accounts, payments, amendments and requirements. Assist to network events, develop partnership with Real Estate, Mortgage and other insurance companies. 02/2013 to 12/2015 Office Manager II Company Name – City , State Generate spreadsheets, reports and correspondence to use internally and externally. Perform monthly financial estimations to support financial transactions related to business activities. Match invoices to statements and purchase orders for optimum accuracy. Support calculating taxes of purchasing activities, acquired services and the deductions they might have. Revision of lawful permits and commercial invoices as result of transnational operations. Assist generating report of past Import and export transactions as requested by the Federal Government tax law enforcement. Gather necessary data to cross-reference and generate the required reports. Submit data entries as required by management into the company's system. Requisition of information (invoices, forms, permits, etc.) as requested by management. Organize and update the cloud data files required by Audit department. Record payments history, manage the cashbox when needed, deposit of checks or payments when requested. Generate reports of monthly operational expenses, revenue and break-even point when requested. Build rapport with the suppliers and manage the logistics process to ensure business operations. 02/2013 to 12/2015 Office Manager Company Name – City , State Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements. Monitored and evaluated personnel performance to complete quarterly reviews, recommend advancement or address productivity concerns. Held oversight of office inventory activities, including ordering and requisitions, stocking and shipment receiving. Established efficient workflow processes, monitored productivity and implemented modifications to improve overall effectiveness of office personnel and activities. Match invoices to statements and purchase orders for optimum accuracy. Revision of lawful permits and commercial invoices as result of transnational operations. Record payments history, manage the cashbox when needed, deposit of checks or payments when requested. Build rapport with the suppliers and manage the logistics process to ensure business operations. Administered to CRM and company database, maintenance and updates. 02/2013 to 12/2015 Office Manager Company Name – City , State Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation while providing opportunities for career acceleration through achievements. Monitored and evaluated personnel performance to complete quarterly reviews, recommend advancement or address productivity concerns. Held oversight of office inventory activities, including ordering and requisitions, stocking and shipment receiving. Established efficient workflow processes, monitored productivity and implemented modifications to improve overall effectiveness of office personnel and activities. Match invoices to statements and purchase orders for optimum accuracy. Revision of lawful permits and commercial invoices as result of transnational operations. Record payments history, manage the cashbox when needed, deposit of checks or payments when requested. Build rapport with the suppliers and manage the logistics process to ensure business operations. Administered to CRM and company database, maintenance and updates. 07/2010 to 01/2013 Buyer Company Name – City , State Research of requested product, review supplier's location, price, quality and efficiency for a well rounded decision. Negotiate price, term of payments, product specifications, shipment details, warranty policies and further assistance required. Quote the inquired products and services and present at least three ideal options for business. Place requisition of products into the ERP & MRP  Discuss budget specifications with management when required and review reduction of costs options. Weekly phone conferences with management regarding financial or market updates. Facilitated a fast-paced and dynamic entrepreneurial environment. Served as executive staff liaison to several committees. Reconciled business and creative needs. Observed all laws, regulations and other applicable obligations. 07/2010 to 01/2013 Order processing agent Company Name – City , State Research of requested product, review supplier's location, price, quality and efficiency for a well rounded decision. Negotiate price, term of payments, product specifications, shipment details, warranty policies and further assistance required. Quote the inquired products and services and present at least three ideal options for business. Place requisition of products into the ERP & MRP  Discuss budget specifications with management when required and review reduction of costs options. Weekly phone conferences with management regarding financial or market updates. Facilitated a fast-paced and dynamic entrepreneurial environment. Served as executive staff liaison to several committees. Reconciled business and creative needs. Observed all laws, regulations and other applicable obligations. 07/2010 to 01/2013 Order processing agent Company Name – City , State In this position I was hired by Infosys LTD México but would work under CISCO SYSTEMS direction,. providing internal support to the San José, CA office and LATAM countries. Research requested product information, review supplier's location, reputation, prices, quality, efficiency for a well rounded decision. Negotiate price, term of payments, product specifications, shipment details, warranty policies and further assistance when required. Quote the inquired products and services and present at least three ideal options for business. Place requisition of products into the ERP & MRP systems, usually working with CISCO systems and Oracle. Review performance indicators as monthly, quarterly and annually purchases. Discuss budget specifications with upper management when required and review reduction of costs options. Weekly phone conferences with Internal upper management regarding financial or market updates. Internal customer interaction with the Sales department. Weekly and monthly spreadsheets report of purchased materials costs. Education 2017 Houston Community College Leadership, account management, business Project Management Certification (on-going), development. : 2018 - On going Project Management Certification : Management Houston Community College - City , State 2012 Bachelor : International Business Management Universidad Autónoma de Nuevo León - City , State Emphasis in Business development and Management  2012 . Universidad Autonoma de Nuevo Leon Oracle, ERP and MRP systems, Salesforce.com, Bachelor's degree in International Business CRM (Customer Relationship Management). Administration, : . Proficient in Microsoft Office. : Affiliations Chair member of the Wells Fargo Latin Connection Houston Chapter

ADVOCATE

CUSTOMER SERVICE ADVOCATE Summary Highly-motivated, coaching, and analytical health insurance leader. Experience Customer Service Advocate Mar 2016 Company Name － City , State Patient Cetner Medical Home Dedicate Representative  Working 0-2 FCR Case Report  Coaching new and seasoned reps on casework and taking calls. Coach and assist new customer service representatives Helps train and inform departments regarding PCMH Missionary Pastor/Church Planter Jun 2016 Company Name － City , State Assist Living River Chapel in Church Revitalization Develop and teach discipleship curriculum on a weekly basis Preach 45 minute lecture and interactive lessons on a weekly basis Started a non-for-profit organization called The Sparrows Provides teaching on manhood, womanhood, marriage, parenting Roasts and sells coffee for non-for-profit organizations Retreat center Customer Service Specialist Contractor Sep 2014 to Mar 2016 Company Name － City , State Creates and maintains databases tracking and trending first contact resolution. Analyzes and evaluates customer service representative phone calls. Contributes ideas and plans for providing exceptional customer service Models exceptional customer service skills and appropriate diagnostic sales techniques. Contributes ideas and offered constructive feedback at weekly sales and training meetings. Evaluates the accuracy and quality of data entered into the agency management system. Follows up with customers on unresolved issues. Outreach Pastor Aug 2014 to Mar 2016 Company Name － City , State Leads a team of paid staff and volunteers to maintain and improve the church outreach focus. Frequently speaks in front of groups of 20 to 300 people. Establishes strategic relationships with local advertising outlets and ensures continuous awareness of the church in the community. Functions as owner and champion of all external marketing activities maximizing attendance of special outreach focused events, and any other activity requiring external marketing support. Works with church staff to create new events and other venues for inviting new people to eventually become regular attendees of church services. Leads the Guest Services ministry as part of the church's weekend services. Facilitates a Starting Point class as the first step in an attendee's connection and involvement in the church. Quality Assurance Analyst Aug 2013 to Aug 2014 Company Name － City , State Pinpointed and corrected claims processing errors Evaluated the accuracy and quality of data entered into the agency management system. Followed up with customers on unresolved issues. Reported policy changes and company conditions affecting customer satisfaction. Conducted annual reviews of existing policies to update information. Analyzed and evaluated to customer service representative phone calls. Developed a system for first call resolution. Coached and trained entry level to senior employees on policy changes affecting customer satisfaction. Customer Service Representative Aug 2011 to Aug 2013 Company Name － City , State Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information. Described product to customers and accurately explained details and care of merchandise. Provided an elevated customer experience to generate a loyal clientèle. Answered product questions with up-to-date knowledge of sales and company promotions. Investigated and resolved customer inquiries and complaints in a timely and empathetic manner. Asked open-ended questions to assess customer needs. Shift Supervisor/Manager Jun 2008 to Aug 2011 Company Name － City , State Ensured daily business sales goals are exceeded and/or completed Ran daily sales total reports. Ensured superior customer satisfaction Interviewed potential employees. Engendered customer loyalty by remembering personal preferences and allergy information. Set and achieved goals for professional development Trained, coached and mentored staff to ensure smooth adoption of new program. Implemented innovative programs to increase employee loyalty and reduce turnover. Teacher and Coach Aug 2007 to Jun 2008 Company Name － City , State Acted as a positive role model for team participants and in the community. Taught a range of sport-specific skills in a clear, safe manner. Built strong rapport with athletes and assistants before, during and after coaching seasons. Developed game plans and adjusted them according to various game situations. Successfully improved student participation in the classroom through integration of creative role-playing exercises. Introduced special outreach programs to department chair in effort to increase institution's interest in community service. Organized grade records to increase reference speed. Education Bachelor of Arts , Historical Theology May 2007 Moody Bible Institute － City , State Historical Theology Master of Divinity The Southern Baptist Theological Seminary － City , State , USA Current Student Skills quality analysis, training, teaching, mentoring, coaching, life coaching, advertising, agency, coaching, customer satisfaction, customer service, customer service skills, databases, Database, focus, insurance, marketing, meetings, Works, Multitasking, communicator, policies, quality, rapport, sales, sales and training, spreadsheet, strategic, Team Player, phon

ADVOCATE

PATIENT HEALTH ADVOCATE Summary As a Patient Health Advocate, I am highly motivated and qualified in customer service. By establishing a quick rapport and utilizing both a calming and inquisitive style, I am confident that my many years of experience will prove to be an asset. I am seeking a position that will provide a variety of new skills and experience. Skills Client relations specialist Conflict resolution techniques Focused on customer satisfaction Skilled multi-tasker High customer service standards Call center management experience Telecommunications knowledge Proficient with Microsoft Office Suite Skills Careful and active listener Professional and friendly, Multi-tasking,  Computer Proficiency, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, Email, Typing, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook Experience November 2016 to Current Company Name City , State Patient Health Advocate Ability to motivate patients to utilize therapy equipment in accordance with their physician's direction. Combined skills encouraging complying with equipment utilization while facilitating an effective and efficient resolution that the patient accepts and can adhere to. Manage all aspects of patient compliance monitoring for a specified regional and/or state demographic using patient monitoring applications and resources. Use application to manage administration features, patient administration/data (loading and correcting usage data, creating or editing patient accounts) prioritizing work assignments. Conduct field office intervention calls to assist staff with specific patient support to overcome barriers and improve their therapy usage. Create work orders and schedule patients for field office visits with appropriately trained staff. Promptly and professionally respond to incoming telephone calls and emails from patients, employees and referral sources. Monitor patient concerns, patient satisfaction and grievance issues for investigation and resolution. Assist management in developing solutions to better enhance work flows and process efficiency. September 2010 to November 2016 Company Name City , State Senior Customer Qualification specialist Respond to telephone, fax and EDI inquiries and orders from referral sources and homecare patients. Document referral request for coordination of care. Provide information on equipment supplies and services. Assist walk-in patients with the selection of equipment, supplies and services. Demonstrate professional etiquette and courtesy when interfacing with customers. Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective action. Assesses patient needs and promotes company products and services. Complies with and adheres to all regulatory compliance areas, policies and procedures and "best practices". June 2010 to September 2010 Company Name City , State Customer Service Associate/Cashier Receives payment from customers for the purchase of merchandise. Operates a cash register and manages cash to no variances. Provides service to customers. Processes customer sales to include accepting payment, packs merchandise and issues receipts and change. Maintains the appearance of store which may include, stocking and performing general housekeeping duties. November 2008 to May 2010 Company Name City , State Customer Service Supervisor Supervise a Child Support customer service call center. Duties included maintaining daily statistics of the unit and monitoring daily performance of service representatives and providing constructive criticism to help them improve their skills. Serve as a resource to others in the resolution of complex problems and issues using ACSES software. Bi-weekly submission of payroll. Hire new employees and administer disciplinary action up to and including termination. Supervise the daily activity of the call center policy and procedures. April 2006 to November 2008 Company Name City , State Case Manager Responsibilities included working with families low-income families to obtain child care assistance. Semi-annual reviews of cases to determine eligibility for assistance. Managing new client orientations and communicating daily with clients about the status of their case. Education and Training 1985 Alameda High School City , State , United States General High School Diploma

ADVOCATE

DOMESTIC VIOLENCE COUNSELOR ADVOCATE Summary I am a responsible self-starter who communicates well and is dedicated to providing great customer service and staff support. I am comfortable working autonomously or in a team-based setting. I am both calm and  focused, great at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals.  Experience 01/2015 - Current Company Name － City , State Domestic Violence Counselor Advocate The nonprofit organization that I work for has had a contract with the Department of Children and Family Services of San Bernardino County since 2010 to provide Domestic Violence counseling, education, advocacy and support for their staff and clients at their Eastern office. I work onsite at the county office Monday through Friday 8am to 5pm and provide the follow Duties; crisis intervention, trauma informed care, preventative services, and support services to victims of domestic violence; their families, as well as CFS staff. Services include assessing victims for danger, safety planning, assisting victims to get into emergency shelter, providing weekly domestic violence education classes and groups, accompany and advocate for clients at the Juvenile Dependency and or superior court, as well as linking victims up with additional resources in their community. How I provide support services to the department staff is by attend daily RAM's (Risk Assessment Meetings). These are meetings where the social workers and I provide the information collected from the family and present them to CFS social workers, supervisors and management regarding which key factors are present, which are not, assessing the degree of risk in a family and if the family has a plan, support system and the likelihood of future maltreatment to a child or adolescent. I will also attend TDM's (Team Decision Making meetings) a Team Decision Making meeting is a collaborative process designed to produce the best joint decision concerning the family, the child's safety and placement, with contributions from: Children, Family, CFS staff, family members/parents, the child (when appropriate), community partners, service providers, foster parents, family's support networks, and other supports as invited. I follow-up and documented the outcome of each referral till services are completed and cases are closed. I also present yearly workshops and training for CFS staff, new hires and interns regarding domestic violence. I also continuously develop and provide brochures, written material and the latest information to raise the awareness of domestic violence. Part of my regular office duties includes completing a daily service log, daily case notes, new client intakes, preparing referral outcome reports and letters for the department or court and monthly summary reports.   02/2013 - 07/2015 Company Name － City , State Shelter Hotline Advocate I took a graveyard position at this shelter working 4 nights a week 10 hours each night from 10pm to 8am my duties included; Taking nightly hotline calls: conducting crisis intervention over the phone and in person, conducting shelter intakes if appropriate or referring the caller to other requested resources in their community. I would provide onsite supervision of the shelter and its residence overnight. Daily duties included: Walking the shelter every hour assuring that the residents follow the house rules for example safety, bed time, curfew, noise level and any conflict resolution that may occur. Working with shelter clients consisted of teaching independent living skills such as, cooking, household chores, laundry, personal hygiene, interpersonal communication, and the effects of domestic violence as well as working with them on communal living skills. Occasionally I would dispense medication, first aid, hygiene products or transporting the clients and their children to the ER as needed.  I performed daily documentation of client's behavior, actions and needs that they may have throughout the night in their file. Part of my administrative duties was to maintain, update and submit accurate documentation of our hotline reports, and closing the files of clients that exited the shelter. I would also make sure the shelter and offices were maintained in a clean, organized fashion by providing a variety of housekeeping functions on a daily basis. I was frequently asked to ensure that all new personal were well versed and trained on the overnight shelter operations and procedures by providing training for new employees, interns and volunteers.  08/2008 - 04/2013 Company Name － City , State Domestic Violence Counselor Advocate I began working with this agency as an administrative assistant helping the office program director, my regular office duties included, answering and screening a heavy volume of phone calls which for the first 2 years included hotline calls, handling the mail, filing, making copies, maintaining accurate inventory of office supplies, ordering supplies and assisting Clients with intake paper work. After completing the state mandated 40 hour training I worked my way up to advocate part of my new duties included assessing clients and providing crisis intervention when needed. I facilitated support groups and life skills, empowerment workshops. In 2009 when our office program director left I took over managing the day to day operations of our outreach center as well as working with clients one on one from 2009-2011. The added responsibility was to coordinate with a local organization that provided us with food for our food pantry when we used to buy the food in the past. I collaborated with local community partners, agencies and organizations so that we all work together to provide clients and their families with as many services as they need on the mountain. I planned and put on fundraisers and event in the community to raise awareness for domestic violence and sustain our agency, this was accomplished by our take back the night event, our candlelight walk, ice cream social as well as tabling at yearly resource fairs and making presentation to our local schools, agencies and organization. I was also responsibly to train our new office hires and volunteers as well as doing my part in presenting at our State Mandated Domestic Violence training that the agency conduct 2 times a year.   09/2005 - 07/2007 Company Name － City , State Administrative Assistant My general office duties included fielding and screening phone calls for administration and sales representatives. I handled daily billing and invoicing for two office locations one being out of state in Saint Louis MO. I was responsible for all the accounts receivable and collections. I assisted in coordinating LTL shipping and prepared import documentation for customs, Acor imported their ball bearing parts from China. I prepared all daily reports, spreadsheets, return goods authorizations and payable verification and verified potential client's credit references and provided references for existing clients. 09/2000 - 06/2005 Company Name － City , State Administrative Assistant My responsibilities included conducting I-9 review, drug test, reference and criminal background checks on potential employees in accordance with EEOC regulations and agency standards.   My daily duties included updating and maintaining client and employee data on the agency's computerized system. Performed clerical duties such as typing, faxing, and sending e-mails, as well as, handling all of the agency's correspondence. I addressed clients and employees inquiries/concerns by assisting them or directing them to the appropriate party in a timely manner. I scheduled and conducted interviews with clients and potential employees. I performed follow-ups with clients during employees first month of work and checked on them on a regularly basis. Responsible for all accounts receivable and accounts payable. I also created and maintained the agency's website. Education 1995 Citrus College General Education General Education 1992 Glendora High School West College Medical Assistant High School Diploma Domestic Violence 40hour training Languages Bilingual Fluent in Spanish Skills Microsoft Office: Word, Excel, Power Point, Outlook * Programs: AIMsi, OMS Systems, UPS Worldship and ALICE, Apricot. * Type 40 WPM, 10-key touch by Sign & Touch

ADVOCATE

CHILD PERFORMER WELFARE ADVOCATE Summary Administrative professional offering excellent communication and computer skills. Meets deadlines and works with a high level of multicultural awareness and adaptability. Highlights S KILLS Critical thinking Business correspondence Attention to detail Filing and data archiving Report development Physician billing Types 50 WPM Patient scheduling Microsoft Office Suite Quality assurance Misys Tiger Medical Software proficient Experience Company Name January 2011 to August 2012 Child Performer Welfare Advocate City , State Responsible for welfare of child performers on a major network television production. Advocated and insured that the child performers were treated properly by fellow cast, crew, producers and directors. Kept proper time records for amount of time each child performer was on camera as well as off camera, to insure that they were not overworked. Responsible for as many as 9 principle child performers and 40 background child performers at one time. Education tutoring for a child performer to make sure the child was able to keep up with their education while away from the school setting. Company Name February 2007 to February 2007 Managed executive City , State PC - Savannah, GA Checked patients in and out of a busy cardiology practice with 6 physicians Scheduled in house appointments, outpatient testing procedures and referrals to outside physicians. Located, checked in and pulled medical records for appointments and incomplete patient charts. Audited new customer files to verify medical necessity and satisfaction of coverage criteria. Kept organized documentation of medical insurance prior authorization information for office of 6 physicians. Improved timely paying of bills by developing flexible payment plans for patients. Managed hundreds of accounts patient accounts and insured timely payment of accounts Managed executive calendar and for physicians Company Name March 2006 to February 2007 Optometry Technician City , State Oversaw daily office operations for a busy Optometry practice located within an Eyeglass World. Administrative tasks to included the checking in and out of patients, collecting all necessary paperwork and insurance information, and maintaining the appointment calender as well as the Optometrist schedule. Patient care to include pretesting of patients with use of an autorefractometer, Intraocular pressure machine and lensometer. Ordered eyeglasses and contact lenses for patients. Coordinated with vendors in the ordering of supplies and samples for the practice. Maintained and facilitated the outside referrals of our patients to other providers. July 2001 to April 2005 Bridal Consultant/Sales Associate City , State and Mount Pleasant, SC Worked directly with bride and groom to determine their needs and wants and help them register for gifts. Kept a database of preferred vendors and helped bride and referred bride and groom to vendors. Followed up with bride and groom after wedding date to facilitate the completion of gift registry. Helped coordinate and run local bridal shows. Greeted customers and ascertained customers' needs. Answered questions regarding the store and its merchandise. Helped customers with questions, problems and complaints in person and via telephone. Operated a cash register for cash, check and credit card transactions with accuracy. Stocked shelves and supplies and organized displays. Organized racks and shelves to maintain the visual appeal of the store. Developed positive customer relationships through friendly greetings and excellent service. Trained and served as a peer coach for new sales associates. Education American Military University 2009 Bachelor of Arts : Criminal Justice City , State , US 2009 Bachelor of Arts: Criminal Justice American Military University - Charleston, WV Appalachian State University 2004 Bachelor of Science : Criminal Justice City , State , US 2000-2004 Bachelor of Science: Criminal Justice Appalachian State University - Boone, NC Military Experience Company Name February 2007 to March 2006 ABC Studios/Army Wives Television Production - Charleston, SC Responsible for welfare of child performers on a major network television production. Advocated and insured that the child performers were treated properly by fellow cast, crew, producers and directors. Kept proper time records for amount of time each child performer was on camera as well as off camera, to insure that they were not overworked. Responsible for as many as 9 principle child performers and 40 background child performers at one time. Education tutoring for a child performer to make sure the child was able to keep up with their education while away from the school setting. 02/2007 to 08/2008Medical Receptionist Cardiovascular Consultants, PC - Savannah, GA Checked patients in and out of a busy cardiology practice with 6 physicians Scheduled in house appointments, outpatient testing procedures and referrals to outside physicians. Located, checked in and pulled medical records for appointments and incomplete patient charts. Audited new customer files to verify medical necessity and satisfaction of coverage criteria. Kept organized documentation of medical insurance prior authorization information for office of 6 physicians. Improved timely paying of bills by developing flexible payment plans for patients. Managed hundreds of accounts patient accounts and insured timely payment of accounts Managed executive calendar and for physicians 03/2006 to 02/2007 Optometry Technician Eyeglass World, LLC - Savannah, GA Oversaw daily office operations for a busy Optometry practice located within an Eyeglass World. Administrative tasks to included the checking in and out of patients, collecting all necessary paperwork and insurance information, and maintaining the appointment calender as well as the Optometrist schedule. Patient care to include pretesting of patients with use of an autorefractometer, Intraocular pressure machine and lensometer. Ordered eyeglasses and contact lenses for patients. Coordinated with vendors in the ordering of supplies and samples for the practice. Maintained and facilitated the outside referrals of our patients to other providers. 07/2001 to 04/2005 Bridal Consultant/Sales Associate Belk - Boone, NC and Mount Pleasant, SC Worked directly with bride and groom to determine their needs and wants and help them register for gifts. Kept a database of preferred vendors and helped bride and referred bride and groom to vendors. Followed up with bride and groom after wedding date to facilitate the completion of gift registry. Helped coordinate and run local bridal shows. Greeted customers and ascertained customers' needs. Answered questions regarding the store and its merchandise. Helped customers with questions, problems and complaints in person and via telephone. Operated a cash register for cash, check and credit card transactions with accuracy. Stocked shelves and supplies and organized displays. Organized racks and shelves to maintain the visual appeal of the store. Developed positive customer relationships through friendly greetings and excellent service. Trained and served as a peer coach for new sales associates. Skills Associate, Cash, Cash Register, Credit, Credit Card, Database, Greetings, Its, New Sales, Sales, Sales Associate, Sales Associates, Telephone, Administrative Tasks, Operations, Ordering, 50 Wpm, Archiving, Billing, Correspondence, Data Archiving, Filing, Microsoft Office, Ms Office, Quality Assurance, Scheduling, Typing, Accounts And, Cardiology, Documentation, Medical Insurance, Medical Records, Of Accounts, Outpatient, Paying, Receptionist, Satisfaction, Testing

ADVOCATE

REVENUE CYCLE ADVOCATE Summary Dedicated and focused Office Manager/Supervisor who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.Energetic Revenue Cycle Advocate with 20+ years experience in high-level executive support roles. Organized and professional. Highlights Microsoft Office proficiency Excel spreadsheets Self-directed Results-oriented Meticulous attention to detail Time management Professional and mature Strong problem solver Advanced MS Office Suite knowledge Resourceful Strong interpersonal skills Medical terminology Meeting planning Report development Report writing Billing and coding Workers' compensation knowledge Claims appeal procedures Insurance eligibility verifications Accomplishments Coordinated all department functions for team of 10+ employees.Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude.Successfully planned and executed corporate meetings, lunches and special events for groups of 10+ employees. Planned and executed all aspects of a major office headquarter move.Increased office organization by developing more efficient filing system and customer database protocols.Promoted to Revenue Cycle Advocate.Successfully planned and executed corporate meetings, lunches and special events for groups of 10+ employees. Experience 06/2011 to Current Revenue Cycle Advocate Company Name － City , State Planned travel arrangements for 2 executives and 10+ staff. Educate and train clinics and hospital departments on Epic, Signature, MS Word, Excel, Emdeon and Payment Manager system. Assist clinical staff and office staff their assigned Work Queue. Monitor trends on staff and provide training & updates to company data base systems. Assist with patient account merge on Duplicate Guarantor Acct, Provide assistance to patients such as Medicaid, Physician Reach Out & Financial Assistance. Planned meetings and prepared conference rooms.Wrote reports and correspondence from dictation and handwritten notes and send Weekly Status reports to all clinical managers on trends, audits from the clinic WQ's errors from office staff and patient complaints Work Contested Work charges received from customer service. Collecting self pay payments from patients and post in the Epic System Set payment plans in Epic Financial Assistance using Search of America and On Point system. 09/2009 to 06/2011 Payment Reconciliation Rep Company Name － City , State Research unidentified payments on Epic System, Signature, Emdeon System Payment manager system, and commercial insurance websites. Created PDF files on Epic system Create naming conventions for electronic files in Epic Electronic payment postings on Epic System Wachovia Lock Box Denials and electronic lockbox receipts in Epic Resolve unidentified payments follow up with Independent Clinics and Insurance Companies for missing payment or unidentified electronic remits and paper remit. Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.Designed electronic file systems and maintained electronic and paper files.Served as central point of contact for all outside vendors needing to gain access to the building.Maintained an up-to-Made copies, sent faxes and handled all incoming and outgoing correspondence. department organizational chart. 06/2007 to 09/2009 Patient Accounts Rep III Company Name － City , State Insurance follow up for Denied Claims and Self Pay after Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.Managed daily office operations and maintenance of equipment.Isurance Balances Work ATB report for insurance follow-up Work Dun level report for Guarantor/patient follow-up Work Bill-hold Report for Guarantor follow-up Appeals for Medical Necessity to insurance companies. 10/2002 to 06/2007 Medical Insurance Specialist III Company Name － City , State Insurance follow-up, customer service, served as central point of contact for all outside vendors needing to gain access to the building.Made copies, sent faxes and handled all incoming and outgoing correspondence.Organized files, developed spreadsheets, faxed reports and scanned documents. 01/2000 to 06/2002 Medical Billing /Recovery Specialist Company Name － City , State Billing and collections Insurance follow up for Denied Claims and Self Pay after Insurance Balances Credit balances - Refunds Verify demographic information Verification List from SSI for Billing Errors Set budget plans Answer in/out bound calls Use automated dialer system Medical Terminology Insurance verification Follow up with doctor office for accurate CPT and ICD-9 codes obtained for maximum reimbursement. Customer service and clerical duties. 09/1990 to 09/1997 Health Unit Coordinator Company Name － City , State Duties involve standard administrative responsibilities, answering multi-line phones, making copies, scheduling appointments and maintaining supplies.Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.Managed daily office operations and maintenance of equipment.Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.Received and distributed faxes and mail in a timely manner.Properly routed agreements, contracts and invoices through the signature process.Made copies, sent faxes and handled all incoming and outgoing correspondence.Dispersed incoming mail to correct recipients throughout the office.Maintained an up-to-date department organizational chart.Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences. Admit patients, administer and maintain patient records, break down medical charts for record keeping and coordinate billing. Communicate with the clinical staff to ensure all appropriate patient information gathered Responsible for typing up discharge instructions for a patient. Education 6 1990 High School Diploma : Business Northern High School Durham NC UNITED States － City , State , US Top 10% of class Emphasis in BusinessOffice Administration courseworkCoursework in Administrative Technology and Coursework in Human Resource Management and Business Administration 2002 Business Diploma : Medical Billing & Coding Georgia Medical (EverestUniversity) ATLANTA GA United States － City , State , US Top 10% of class, Emphasis in Medical Billing and Coding, medical terminology,Coursework in Human Resource Management and Business Administration Bachelor of Science : Business Administration Management Walden University － City , State , US Top 10% of class,Emphasis in management and team building, Coursework in Administrative Technology, Coursework in Human Resource Management and Business Administration Skills Experience with Epic System, Epicare, Emdeon, Training and educating staff on Epic WQ's, Creating Workers Comp cases in Epic, Signature, IDX, Medical Manager, MS Word, Excel, NC Tracks, Customer Service skills, Collect payment over the phone and posting payments in Epic

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VZW CUSTOMER TECH ADVOCATE Overview Flexible, independent, self motivated and effective leading contributor of the FOA/FSA Team, customer focused with high understanding of external customer needs. Strong planning, organizing, decision making capability with good leadership skills, motivating others in achieving high quality results on time as required. Shares opinion and ideas freely, and willing to support other team members in succeeding. Good technical skills with understanding of network wireless technical concepts. Eager in learning new concepts quickly. Friendly demeanor that is easy to work with and approachable. Excellent communication and negotiation skills. Ability to work with key personnel across multiple organizations Core Qualifications Over 18 years wireless experience. 3 years of RF Optimization and 8 years of CDMA Cell FOA (First Office Application), working on multiple customer assignments. 1.5 years of Network Level Testing. Over 3 years of experience as an LTE FSA engineer. Over 2 years VzW Customer Tech Advocate working with Verizon Headquarter and NOKIA support team. Over 3 years of experience as an LTE FSA engineer, 1.5 years of LTE Network Level Testing, 3 years of RF Optimization and 8 years of CDMA Cell FOA (First Office Application), working on multiple customer assignments. Central point of contact for the customer on technical issues, coordinating the determination of root causes and implementing corrective action plans. Team with NOKIA Account Teams, Program Managers, and other Customer Technical Advocates to understand and facilitate customer-supplier management processes. Led numerous major CDMA and 1xEVDO cell software releases for FOA. Led Sprint 4.0 and 5.0; VzW FSA for LR13.1 software release. Contributed to the successful completion of several critical milestones for Alcatel-Lucent such as SBEVM, SBEVMm, 3G-1X, Modcells 1.0 - 4.0, 1XEV-DO Rev-0 Rev-A, Intelligent Antenna, SUA, BTS 8440 (4.0B Macrocell product with MCPA), 3-Carrier DO, CPRI/RF Head Development for PCS and AWS Microsoft Office Suites, LDat, MapInfo, UNIX, SPO (System Performance Optimization Tool), Transcend, Qualcomm Data collection software (CAIT, Friendly Viewer, QXDM, QPST, QCAT), Watchmark/Prospect, and COOL. PROFESSIONAL EXPERIENCE VzW Customer Tech Advocate February 1964 to February 1964 Company Name － City , State Responsible for providing technical consultations for VzW HQ team, and interfacing into the ALU Development communities, advocating VzW requirements and new feature requests. Facilitate ALU team issues, projects, and communications with customer Verizon Wireless as it relates to the LTE program Assume responsibility in Pre Deployment, Deployment, Post Deployment, and Common Support Processes Partner with FSA and PM team on testing and deployment activities Advocate customer interests within Alcatel-Lucent; foster understanding of customer initiatives within Alcatel-Lucent; lead technical meetings with the customer; own resolution on behalf of customer of key technical issues Use understanding of customer's entire network and their solution to make recommendations; support customer in user group meetings. Cell First Office Application Engineer FOA Engineer Company Name － City , State Team led for FOA cell software release for CDMA and EVDO for R16.11, R17.12, R19.0, R21.0, R23.0, R25.0, R26.01, R27.0, R27.05, R28.04, 31.0 and 31.10. Lead duties consist of: As the primary interface between the customer, the project team, and any internal/external partners participating in the project. Introduction of new cell software releases and features into a live market, product management, analyzing customer network prior to FOA execution, and verification of new software load compatibility for a commercial system. Project managed all activities in preparation of the FOA and during FOA. Maintain schedule and staffing to ensure exit criterions are achieved on time and with high quality. Work in partnership with cross functional internal Alcatel-Lucent team in documenting, and identifying issues prior to the introduction of the new products into a live network. Collaborate with various FOA teams, and customer team to share information, and coordinate weekly sites schedules. Work with Alcatel-Lucent development and test team in reviewing requirements, documenting problems found during field execution, solving field issues such as software and hardware problems, as well as reviewing validation results, and verifying field problem fixes. Negotiate mutually beneficial resolutions to FOA found issues within internal (ALU) and external (customer) project meetings. Work directly with customer documentation teams to develop high quality customer documentation. Construct daily project status reports shared with senior management and the customer. In lab testing of validation plan prior to FOA execution to obtain the technical expertise required to demonstrate the new functionality in a live customer network. Develop field test plan and strategies for OA&M and call processing scenarios for new feature functionality to meet system requirements and customer expectations, live customer on site implementation of validation plan, and documentation of validation results. Collaborate with product management in the planning and implementation of the FOA deployment. Provide on site test support to multiple customers, isolate and debug FOA problems, and perform HW/SW system upgrade as necessary. Support multiple internal teams for optimization & troubleshooting of field issues. Continuously utilizing RF Optimization skills by using identical software in validating new features similar to RF Optimization. RF Optimization Engineer September 1997 to May 2000 Company Name － City , State Led project planning to attain exit criteria goals for CAT/TAC (Communications Authority of Thailand/ Total Access Communications) in Bangkok; Phil Tel, Philippines; TelCel, Caracas, Valencia & Maracay, Seven Cities, Nine Cities and Second Carrier Project in Venezuela customers for newly deployed mobile base stations. Lead duties included planning control routes and supervising and scheduling five teams for drive testing to gather RF data. Executed RF Optimization duties such as collecting, plotting, and analyzing data collected from Qualcomm MDM which resulted in updating database properties and the base station, such as orientation and downtilt, to attain better network performance. Achievements Above and beyond award for FOA Project: This award was presented for taking on the responsibility of being the lead on the FOA despite having only been in the group for a short time. Received Shining Star Award for Caracas, Valencia and Maracay deployment project and for IFR/Easy Span Spectrum Analyzer Development Interface. Received an acknowledgment of active participation and dedication to completingthe CDMA project with CAT/TAC award. Diversity Day 1999 Hands Across the World Certificate of appreciation award. Education Bachelor of Science : Electrical Engineering , November 1997 Milwaukee School of Engineering － City , State Electrical Engineering Professional Affiliations CDMA Systems, 3G 1x-EVDO Rev-0 and Rev-A, UNIX, WiMax (802.16) Multi-media Class, Agilent Seminar - WiMAX/OFDM in Wireless Networking, OMC-RAN Hands-On Training and OA&M Hands-On training, LTE bootcamp Languages Fluent in speaking Tagalog (Filipino Language) and Bisaya (Filipino Dialect) Skills 3G, BTS, Central point of contact, hardware, data collection, database, documentation, engineer, senior management, features, FSA, functional, lab testing, lab test, leadership, MapInfo, market, meetings, Access, Office, Microsoft Office Suites, works, Network, networks, Optimization, Processes, product management, project planning, quality, Radio, scheduling, Spectrum Analyzer, staffing, supervising, supplier management, team player, telecom, troubleshooting, type, UNIX, upgrade, validation

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