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Social emotional international school counsellor with 10 plus years experience developing and implementing effective adolescent counselling support.
  • Expertise in a range of therapeutic modalities
  • Strong leadership skills, collaborative team member, empathetic & effective advisor
  • Passionate student advocate
  • Focused on helping the teen realize their full potential beyond academics
  • Crisis training and response {PREPaRE, CIBITS, Sanford}
  • Sexual heath educator
  • Certified social skills / interaction trainer for teens and young adults on the Autism Spectrum
  • Bowen Family Therapist trained
08/2010 to Current
Professional School Counselor The Canadian International School of Hong Kong
Monitored students academic progress, mental health and sociability through ongoing individual assessments.
Followed-up with outside mental health service providers to coordinate in-school support.
Worked collectively with education professionals to deliver in-school counseling support for identified students.
Built the Big Brothers - Big Sisters US - LS student support program
Planned, implemented and co-taught 'morning breakfast US female empowerment group with School Psychologist
Planned, implemented and co-taught the grade 6 & 7 Understanding Sisterhood Friday program
Started a student support group, 'split peas' for children whose families were in transition due to divorce
Certified Parenting Trainer - offered parenting and child support workshops to parents
Worked collectively with colleagues to deliver activities and supports for school transitions
08/2001 to 06/2010
High School Counsellor TEDA International School Tianjin Shi
Established developmentally-appropriate support groups and activities for high school.
Promoted parent and teacher partnerships and communications to support students educational goals.
Coordinated the development and implementation of student Individualized Education Plans/Programs (IEPs).
Delivered a comprehensive high school guidance curriculum to grades 9 - 12
Established the first grade 9 - 12 community service program
Established the first grade 11 work experience program
Senior administration team member
Delivered monthly 'coffee & conversation' parenting classes and book chats
10/1993 to 11/1994
Family Individual Case Worker Big Brothers Big Sisters Grimsby, ON
Interviewed, trained and matched  volunteers to their little brother/ sisters
Trained little brothers / sisters and their families in sexual abuse prevention
Collected and maintained records

08/1990 to 06/1991
Volunteer School Counsellor St. Peter's Anglican School Orange Walk, Orange Walk District
Worked with at-risk senior students
Provided strategies, support, guidance
12/1988 to 05/1990
Social Worker Durham Regional Family Serivces Whitby, ON Contract social worker- individual care for young adult clients with mental health challenges
06/1987 to 10/1988
Social Worker Scarborough General Hospital Toronto, ON Psychiatric Care Worker
Education and Training
BASc: Applied Science University of Guelph Guelph, ON, Canada Exceptional Children
Master of Arts: Counselling The University of British Columbia Vancouver, BC, Canada Post Graduate Degree of Education, Faculty of Counselling Psychology, Diploma in Guidance Studies
Certificate: Crisis Response Trauma and Life Counseling Fort Payne, AL, United States Disaster, terrorism and psychological first aid; understanding the mental health treatment of acute trauma
Certificate: Bullying American School Counselor Association Alexandria, VA, United States Bullying Prevention Certificate
Certificate: Bown Family Therapy International Social Service Hong Kong Branch Hong Kong Family Counselling
Certificate: Autism Spectrum Disorder Autism Partnership Limited Hong Kong
  • Bullying Prevention for teens with ASD- with practicum
  • Practical Applications of Teaching Social interaction – with practicum
National Certification : Applied Behaviour Analysis Capilano University North Vancouver, BC, Canada in process
Post- Graduate Certiifcation : Human Sexuality University of Alberta Edmonton, AB, Canada

Sexual Health Educator

Activities and Honors
Ministry of Education- Teacher- subject specific - K-12 Counseling and Guidance #L209834
Member of American School Counsellor Association
Member of the Ontario School Counsellors Association
Member of the International School Counsellor Association
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Professional Summary
Highly skilled and empathetic social worker with 15 years experience in  working with children and families who are experiencing family breakdown and/or child protection concerns.  Skilled in assessments, intakes, referrals, crisis management and case management.  Additionally 7 years successfully teaching and supervising student social workers.
Ability to reflect on practice as well as use reflection in practice. 

Excellent communication Skills especially during stressful or difficult situations.

Excellent Multi Agency working relationships and ability to build and maintain professional relationships with outside service providers.

Proficient in writing assessments within strict timelines

Ability to work fast and efficiently.

Desire to learn new skills and take on new tasks. 


  Extremely organized which aids in excellent time management. 

  Focused on positive outcomes for clients and their families.

NY State certified Mediator in Parent/Teen Conflict.

Graduate Certificate in Systemic Practice with families and couples. 

 NY State Licensed LMSW.

Work History
Multi Agency Support Hub Senior Social Worker 01/2016 to Current
The London Borough Of Bromley Bromley, England
Worked as part of a multi agency service to review and research incoming referrals to Children's Social Care and assess the needs of the families to identify the level of service required.

Assess child protection concerns while considering current legislation in order to identify the level of risk while working directly with Management to escalate and action high risk cases. 

Identify appropriate outside support services and refer families to these agencies where the identified level of need did not meet social care thresholds. 

Speak directly with professionals, members of the public, and families wanting support or services for themselves or others and gathering the relevant information to ensure the correct level of support was identified and implemented. 

Additional task included supervising student social workers and student Practice Educators. 
Teenage and Parent Support Service Senior Social Worker 02/2013 to 01/2016
The London Borough Of Bromley Bromley, England
Supported the Manger by working directly with team members to review cases and identify the necessary interventions and make recommendations for future case work. 

Scheduled and lead monthly peer group supervision sessions which covered topics such as  the impact of parental mental health issues on young people, the implication of placing an adolescent into local authority care, adolescent brain development and developmental stages, psychosocial approaches to working with adolescents, safeguarding concerns, and benefit changes specifically around housing.

Chair Child In Need Meetings for team members and develop constructive action plans which identified future work, support services, and made recommendations when more intense child protection support may be required.

Additional task of supervising student social worker.

Case work the high risk referrals that came into the service.
Teenage and Parent Support Service Social Worker 01/2009 to 02/2013
The London Borough Of Bromley Bromley, England
Receive and review referrals in regards to families with young people age 11-17 who are experiencing difficulties that could result in family breakdown.

Assess the client's needs, develop and implement a plan of intervention that considers AOP and ADP and focuses on such areas as parenting skills, communication, rules and boundaries, and mediation.

Manage a caseload of families with adolescents who are deemed to be either Children In Need or Looked After Children. 

Maintain and update all relevant paperwork and reports in a timely and effective manner. 

Additional Task of supervising student social workers.  
Family Solutions Specialist 01/2008 to 01/2009
Family & Children's Association (FCA) Mineola, NY
Manage a caseload of P.I.N.S. (Person In Need of Supervision) Diversion cases for clients living in Nassau County, New York. ·     

Meet with the clients at the client's home or at the office to discuss their issues and concerns in regards to a certain adolescent within their home.  

Assess the clients needs and make referrals accordingly.  The referrals included but were not restricted to individual therapy, family therapy, anger management, family mediation, parenting skills, substance abuse counseling, and mental health services.

Monitor the progress of the adolescent and the family and continually reexamine the issues and concerns and make recommendations on additional services or interventions that may assist the situation. 

Maintain the case record for each client and complete state and agency required documents and reports.

 Where necessary assist the family in accessing the family court system and apply for a P.I.N.S. petition.  
Direct Care Worker 08/2006 to 01/2008
Mercy First Syosset, NY
Monitored and recorded the daily activities and behaviors of adolescent mothers and their babies living in a group home setting.   

Provided a safe and secure environment through counseling, verbal intervention techniques, and crisis management. 

 Taught the mothers valuable skills on how to care for, play with, educate, and prepare food for their babies. 

Transported the mothers and their babies to and from medical appointments, their place of employment, and home visits.

Supervised and helped the mothers with daily chores and meal preparation.

Distributed psychotropic medication to those mothers with psychiatric diagnosis.  
Student Social Worker 09/2006 to 06/2007
Lindenhurst High School Lindenhurst, NY
Provided scheduled therapeutic services to students mandated to counseling through their individual education plans as well as students who requested services due to emotional and social issues that affected their performance during the school day.

Provided crisis management to students who encountered difficulties during the school day, such issues included suicidal and homicidal ideation.

Facilitated several social skills groups with special education students possessing physical, emotional, social, and developmental disabilities.  One of the social skills groups included students with severe developmental and emotional disabilities like mental retardation, autism, and aspergers disorder. 

Developed and monitored social skills goals for Individual Education Plans.

Participated in C.S.E. (Committee on Special Education) meetings for those students who received special education services. 
Case Worker 08/2004 to 08/2006
Mercy First Syosset, NY
Manage a caseload of foster care cases for adolescent males in residential placement and on after care services.

Served as a member of a treatment team to develop monthly treatment plans focused on each client's individual needs.

Maintained direct communication and worked on cases with New York state social service agencies in the following counties: Nassau, Suffolk, Queens, Kings, New York and Bronx.

Maintained consistent contact with the family members and legal guardians of the adolescent males in residential placement.

Scheduled and organized weekly home visits and family visits held on the facility grounds. In addition, made airline reservations and purchased tickets for those family members located out of the state.

Facilitated adoption services for the legally freed adolescents including several appearances on the Channel 4 news program, Wednesday's Child.  

Facilitated transfers from the residential treatment center to psychiatric hospitals when necessary. 

 Attended and testified in family and criminal courts.

Gathered information for and wrote weekly progress notes, Family Assessment Service Plans (FASPs), court depositions, court reports, and psychosocial assessments.
Child Care Worker 08/2003 to 08/2004
Mercy First Syosset, NY
Monitored and recorded the daily activities of adolescent males placed by the court in a residential treatment center for participating in juvenile delinquent acts.

Provided a safe and secure environment by using verbal intervention techniques and physical intervention techniques, when deemed necessary.

Conducted and participated in daily community meetings, discussing issues and concerns related to the adolescents' behaviors and feelings while in placement.

Helped the adolescents' to improve on their social skills, decision making skills, anger management issues, and peer conflict issues through daily counseling and crisis management. 

Transported the adolescents to activities off of the campus grounds and to home visits. 
Bachelor of Arts: Psychology 2002 University at Buffalo - Buffalo, NY
Masters Degree: Social Work 2007 Fordham University Lincoln Center - New York, NY
Master of Arts: Practice Education 2013 Goldsmiths, University of London - England, United Kingdom
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Rutgers University - Camden, NJ | Master of Social Work 2007
Richard Stockton College of NJ - Pomona, NJ | Bachelor of Social Work 2006
Work History
ACP Specialist | 10/2018 to Current
Iris Plans Inc. - Austin, TX

Developed remote, web based new hire training for all member facing roles inclusive of clinical and non-clinical staff.  Successfully coached newly hired facilitators to competency in the Iris ACP facilitation model and Iris proprietary technology.   Developed facilitator training assessment.  Assessed for learning needs and developed training, manuals, and job aids for existing staff members as needed.  Implemented an online resource library for staff to easily access resource material. Collaborated with team to further develop, implement, and evaluate program efficacy.  Served in all member facing roles to fulfill organizational need.

Senior Training Specialist | 04/2018 to 09/2018
Highmark Health - Pittsburgh, PA

Responsible for applying adult learning theories to implement and deliver in person and remote training on a variety of topics for clinical and non-clinical staff.  Collaborated with business partners and subject matter experts to assess training needs, design, and develop effective training.  Served as a subject matter expert in Motivational Interviewing and member engagement.

Trainer/Coach | 01/2016 to 04/2018
Vital Decisions - Cherry Hill, New Jersey

Responsible for participating in the training department's development and implementation of training curriculum to achieve company outcomes.  Provide initial new hire training as well as ongoing training and education for staff regarding Advance Care Planning and Motivational Interviewing.  Provided individual MI coaching and development sessions to staff as needed.

Professional Development Specialist | 09/2014 to 01/2016
Vital Decisions - Cherry Hill, New Jersey

Responsible for continuing the process of on-boarding and training newly hired specialists.  Strengthened foundational knowledge of Advance Care Planning and Motivational Interviewing skills for new specialists.  Provided individual and group education and MI coaching sessions.  Coached new specialists surrounding working through initial struggles and barriers to learning the role and developing strategies for long term success.

Healthcare Counselor | 04/2013 to 10/2014
Vital Decisions - Cherry Hill, New Jersey

Provided telephonic service to clients experiencing complex medical situations. Utilized Motivational Interviewing skills to collaborate with and empower clients to improve communication with doctors and family members and incorporate quality of life priorities and preferences into health care decision making process. Facilitated peer learning groups to compliment learning of Motivational Interviewing. Participated in MI Implementation Team meetings.

Director of Social Services | 09/2008 to 03/2013
Collingswood Manor - Collingswood, New Jersey Responsible for the psycho-social well-being and advocacy for residents in Residential, Assisted Living, Sub-Acute Rehab and Long Term Care settings.  Provided monthly and as needed staff in-services and training. Implemented and followed interdisciplinary care plans. Arranged safe discharge for SAR residents. Investigated and resolved grievances and complaints. Gathered data and compiled reports for quarterly quality assurance reviews. Facilitated monthly Alzheimer's Association care giver support group.
Social Worker | 07/2007 to 09/2008
VITAS Hospice - Mount Laurel, NJ Provided social services in the home, long term care, and inpatient hospice settings.  Provided hospice/palliative care education in professional and community settings. Participated in interdisciplinary team's development and implementation of ongoing plans of care. Provided end of life and bereavement counseling in individual and group settings. 
Case Worker | 04/2007 to 07/2007
VITAS Hospice - Mount Laurel, New Jersey Responsible for administrative duties and Medicaid billing procedures. Processed donations to VITAS Foundation. 
National Association of Social Workers (NASW)
Motivational Interviewing Network of Trainers (MINT)
Recipient of Hartford Gerontology Fellowship, 2007
Gerontology Certificate- Hartford Geriatric Fellowship/Rutgers University, 2007
Accepted into the Motivational Interviewing Network of Trainers Train the Trainer workshop, 2017

Licensed Social Worker - New Jersey

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Professional Summary
Great at multi-tasking with outstanding telephone, scheduling and documentation skills. Dedicated professional with extensive daily planning and operations experience. Skilled in staff training and development. Flexible, results- oriented manager offering focused leadership. Exceptional communication skills. Enthusiastic and well-organized. Reliable and dedicated to my work and highly organized and flexible. Skills efficient at multi-tasking, product development, filing and data archiving and conflict resolution. Very hands-on, hardworking and highly motivated.  Customer service-oriented, team building, organized, exceptional interpersonal communication and effective leader. Consistently meets goals. Employee scheduling, strong interpersonal skills. Staff training/development and pays attention to detail. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. 
Core Qualifications
  • Active listening skills
  • Sharp problem solver
  • Energetic work attitude
  • Customer service expert
  • Telecommunication skills
  • Adaptive team player
  • Opening/closing procedures
  • Inventory control familiarity
  • Store maintenance ability
  • Courteous demeanor
Case Worker 06/2016 to Current Job and Family Services Delaware, Ohio Handled and processed confidential client information. Processed confidential tax form information. Processed Medicaid and food assistance applications. Filed documents, spoke with client's on the phone and in person to determine eligibility, worked in customer service at the front desk and handled all client's needs. Verified and logged in deadlines for responding to daily inquiries. Processed documents to determine eligibility and to continue benefits received by clients. 
Assistant manager 03/2011 to 06/2016 Arbys Westerville, OH
  • Profit and loss Maintained high standards of customer service during high-volume, fast-paced operations.
  • Scheduling Performed all position responsibilities accurately and in a timely manner.
  • Maintained clean and safe environment Strictly followed all cash, security, inventory and labor policies and procedures.
  • Carefully interviewed, selected, trained and supervised staff.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations and procedures.
  • Quickly identified problem situations and skillfully resolved incidents to the satisfaction of involved parties.
  • Point of purchase.
01/2008 to 02/2011 Kendrick Law Firm OH
  • Contacted clients regarding unpaid and underpaid accounts to resolve any issues.
  • Computer data entry Organized, planned and executed work calendar Organized office space and files Oversaw daily office operations Received and placed telephone calls to clients and prospective clients Assisted in collecting information such as employment, medical and other records.
  • Scheduled all appointments, appearances and briefings.
  • Cash handling and shipping and receiving
  • Professional, friendly and careful/active listener
  • Multi-tasking and time management
  • Customer service and creative problem solving
  • Data collection, data entry and computer proficiency
  • Scheduling
High School Diploma 2007 Logan High School Logan, OH
Nursing Assistance 2007 Tri-County Career Center Nelsonville, OH
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Resourceful, capable and dedicated Case Worker who specializes in working with victims of Domestic Abuse while possessing the flexibility to acquire new skills. Adept at handling the stresses of working with children and teens of families in crisis. Great communication skills including Bilingual (English/Spanish), and an understanding of the cultural differences among clients of different ethnic backgrounds.
Case Worker Jewish Board of Family and Children Services - Queens, NY 04/1993 - Current
  • Screening, intake and assessment of new residents.
  • Evaluate clients needs and incorporate these needs into meaningful service plans to promote their successful independence.
  • Record case documentation in a thorough, and timely manner.
  • Refer children to be evaluated to early intervention.  Assist clients to schedule visits with evaluators.
  • Conduct weekly home visits.
  • Provide translations of the agencies forms and documents.
  • Evaluate and address individual client needs and concerns.
  • Refer clients and their children to community resources. Develop solutions for conflicts and problems for individuals and families.
  • Escort clients to the hospital, welfare center, court, and apartment viewings when needed.
  • Interview and evaluate clients, including conducting safety and risk assessments.
  • Secure medical care and legal services for clients by working with hospitals and various legal agencies.
  • Facilitated a smooth discharge by encouraging and reassuring clients throughout their transitions.
  • Developed and implemented treatment plans and modified when needed.
Master of Arts: Social Work Fordham University - New York, NY 2004
Specialization in working with families and children.
Bachelor of Arts: Psychology Bernard M. Baruch College - New York, NY 1990
Minor in advanced Spanish language and literature.
3-year in Service Training: Social Work Martha Selig Institute - New York, NY 1999
  • Computer: Microsoft Word, Windows
  • Languages: Bilingual (English/Spanish)
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Experienced Social Worker with customer service background seeking an opportunity to work in a new professional environment, with potential for growth within the organization.
Skill Highlights
  • High customer service standards
  • Conflict resolution proficiency
  • Devoted to data integrity
  • Strong problem solving ability
  • Troubleshooting skills
  • Proficient with Microsoft Office Suite
  • Seasoned in conflict resolution
  • Telecommunication skills
  • Experience with customer account software
  • Mature
  • Personable and approachable
  • Superior organization skills
  • Detail-oriented
  • Excellent multi-tasker
  • Dependable and reliable
  • Professional Attitude
  • Relationship Building Skills
  • Excellent communication skills
  •  Dedicated team player
Relevant Work Experience
Maritime Surface Officer Sep 2012 to Current
Royal Canadian Navy Winnipeg, MB

Part Time

Full Time: April 2013 - August 2013, May 2014 - September 2014

On-going training in:

  • Command, coordinate and control Military Maritime Operations
  • Lead and make decisions that will affect the general conduct of operations and ship's crew security
  • Provide expertise in a wide range of activities relating to the exercise of sea power
  • Direct and conduct strategies, tactics and procedures in the operation of ships, submarines, aircraft, maritime sensors, combat information and weapons systems
  • Perform training and administrative duties

In addition to the above duties I am also the Unit Public Affairs Representative in which I support HMCS CHIPPAWA through effective tactical liaison with Public Affairs Officers in areas such as: issues management, working with the media, public affairs planning and community relations. As well as act as a PA-aware point of contact and a coordination resource for the benefit of HMCS CHIPPAWA by:

  • Providing public affairs support to unit operations.
  • Produce draft unit public affairs tools and products.
  • Communicating using imagery.
  • Coordinating media interviews.
  • Responding to the needs of the media and conducting media relations.
Day Supervisor - Bartender - Server Aug 2012 to Apr 2013
The Waterfront Regina Beach, Saskatchewan
  • Efficiently resolved problems or concerns to the satisfaction of all involved parties.
  • Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met.
  • Minimized loss and misuse of equipment through proper restaurant supervision and staff training.
  • Developed and maintained exceptional customer service standards.
  • Communicated with customers regarding orders, comments, and complaints
  • Made and served drinks to guests and cocktail servers following established guidelines, procedures, and policies
  • Observed diners to anticipate any additional needs and respond to requests
  • Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
Income Assistance Intake and Case Worker Jun 2011 to Mar 2012
Government of Saskatchewan: Social Services Regina, SK
Working as a member of a team to deliver services to families and individuals receiving financial assistance under the Social Assistance Program I:
 • Accurately and concisely provided case management which involved assessment of a client's psycho-social factors as well as professional opinion of client's ability to provide for their basic human needs, independent of the system. 
• Provided income support services for families and individuals to lessen, remove, or prevent the causes and effects of poverty, hunger and dependency. 
• Used information gathered through the in-depth assessment process, determine the eligibility for social assistance, the benefit level and other services to which the client may be entitled. 
• Built relationships with clients and community members to develop plans for personal growth and/or enhanced independence of the individual client and people on social assistance.
Volunteer Counsellor Sep 2008 to Jul 2012
Regina Women's Centre and Sexual Assault Line Regina, SK
• Offered on phone supportive counselling for women and men who have experienced sexual assault, childhood sexual abuse as well as domestic violence. 
• Provide in person counselling and support to women and men who have recently experienced sexual assault. 
• Support victims of sexual assault in a hospital and/or police station setting. 
• Advocate for the best interest of the client
Sales and Customer Service Representative Jan 2003 to Jan 2005
Staples Call Center Regina, Saskatchewan
  • Established new customer accounts.
  • Placed special merchandise orders for customers.
  • Shared product knowledge with customers while making personal recommendations.
  • Up-sold and cross-sold items that would benefit the customer and increase sales.
  • 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.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Enforced Service Center policies, procedures and quality assurance measures.
Sales Associate Mar 2002 to Jan 2003
Sears Canada Regina, Saskatchewan
  • Provided accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Developed effective relationships with all call center departments through clear communication.
  • Properly directed inbound calls in phone queues to improve call flow.
  • Opened new customer accounts.
  • Received and processed cash and credit payments.
  • Developed and expanded existing customer sales.
  • Maintain product knowledge and provide recommendations to customers.
  • Work effectively in a team environment so to promote sales and service.
BSW, Social Work 2011 University of Regina Regina, Saskatchewan, Canada
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Professional Summary

Public relations expert possessing excellent project management, leadership and event planning skills with a strong background in consumer public relations. Charismatic and persuasive professional offering expertise in public speaking, advertising and media relations. Superb writer and editor who communicates effectively with target audiences through strategic brand management and PR campaigns.

Core Qualifications
  • Promotional campaigns
  • Project management
  • Sponsorships
  • Organized and efficient
  • Decisive problem solver
  • Exceptional multi-tasker
  • Marketing and sales specialist
  • Deadline-driven
Office of Congressman Peter J. Visclosky Merrillville, IN Federal Case Worker 12/2012 to Current

Assist constituents of the First Congressional District with federal agencies, such as the Social Security Administration and the Department of Veterans Affairs, with both verbal and written communication by serving as a liaison to facilitate a prompt resolution to their inquiry. Other duties include organizing and participating in community outreach programs, such as job fairs and town hall forums, assisting with coordination of Military Academy Night and researching and writing Congressional Records honoring individuals, organizations and events.

Indiana Democratic Party Indianapolis , IN Regional Field Director 07/2012 to 11/2012

Directed and supervised multiple campaign offices throughout the First Congressional District of Indiana for Senate Candidate Joe Donnelly and gubernatorial candidate John Gregg. Organized and worked alongside regional labor leaders, elected officials, statehouse campaigns, Washington D.C. canvass consultants and local Democratic organizations to recrut volunteers for phone banks and door to door canvassing. Reached weekly goals of over 15,000 voter contracts. Results of 2012 race included winning over 67% of the vote in Lake and Porter Counties. Results of 2012 gubernatorial race included winning 55% of the vote in Porter County and 67% of the vote in Lake County.

Menards Inc Hammond, IN Front Office Manager 07/1997 to 07/2012

Daily opening and closing customer service office, preparing all cash registers, money count for nightly deposits, and creating a staff schedule for over 30 employees. Maintained all computer equipment for entire store, including printers, monitors, hard drives, and kiosks. Determined staff promotions and demotions, and terminated employees when necessary. Supervised nine department and managed customer issues and complaints. Completed comprehensive Manager Trainee program which included quads that required a 90% or better test score to advance through the program.

Professional Affiliations

Accomplished sales and profitability by performing 17% over projected sales for 2006 and 8% projected sales for 2007 while serving as Office Manager. Received Golden Standard Award in 2005 for keeping accounts payable corrections down and sales above projection, lowering expenses and keeping ration of payroll to sales under set limits. This award was presented to only five stores out of two hundred.  

Community Leadership

Munster Junior Woman's Club-Vice President 2013-Present

Meals on Wheels of Northwest Indiana- Administration Committee 2015

Bachelor of Arts: Communications and Public Relations 2002 Purdue University, Lafayette, IN

Program sequence required to be gained from within the university as well as from working in the field and hands-on experience.

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Professional Summary
Seeking a Bilingual (English/Spanish) Customer Service Representative position that will utilize my expertise. I can offer over 7 years of hands on experience and skills, which make me an ideal candidate for your open position.
  • Quick learner
  • Multi-line phone talent
  • Credit card processing
  • MS Windows proficient
  • Fluent in Spanish
  • PowerPoint presentations
  • Word processing
  • 25-30 WPM typing speed
  • Accurate and detailed
  • Dedicated team player
Work History
Customer Service representative/Subrogation Case Worker, 06/2015 to 12/2015
Ultimate Staffing-Health Managment Systems Irving, TX

Opened and Sorted mail Created cases to collect subrogation money that was owed to Medicaid or insurance companies.Entered information into system to update and or review a case also did the valuation of the cases to determine how much money was owed to the insurance company or Medicaid. Called Attorneys to obtain needed information if needed.

Customer Service Representative/ Technical Support Agent, 01/2014 to 06/2015
Monitronics Irving, TX
  • Answered an average of 30 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.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Answered inbound phone calls and assisted customers with technical issues that they were having with their alarm system at home over the phone.
Customer Service Representative/ Technical Support Agent, 11/2012 to 12/2013
WDS Global Wichita Falls, TX
  • Answered an average of 30 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.
  • Recommended alternative items if product was out of stock.
  • Asked open-ended questions to assess customer needs.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Dallas Independent Schools Cafeteria Worker, 08/2010 to 11/2012
Express Employment Professionals Irving, TX
Food Prep for Dallas Independent School District. Select food items from serving or storage areas and places food and beverage items on serving tray.Dishwasher ,Empty trash bins ,Sweep, Mop ,General Cleaning in the kitchen area.
Cashier, 01/2008 to 10/2009
Fiesta Mart Dallas, TX
  • Greeted customers promptly.
  • Monitored areas for security issues and safety hazards.
  • Reported security and service incidents to management.
  • Collected and stored coupons.
  • Totaled bills and calculated taxes.
  • Operated and sanitized all equipment in a safe and proper manner.
  • Maintain clean, neat and properly stocked check stand area.
  • Managed customer flow and backed up lines to reduce checkout wait time.
  • Kept store floor free of hand baskets and shopping carts.
  • Carried out supervisory responsibilities in accordance with company policies and applicable laws.
  • Processed credit cards, checks, gift cards and coupons.
Customer Service Representative, 12/2006 to 08/2007
PLS Check Cashers Dallas, TX
  • Composed effective accounting reports summarizing accounts payable data.
  • Created daily and weekly cash reports for accounting management.
Provide Excellent Customer Service Cash checks,issue money orders, accounts payable balance store and train people for the overnight shift. Receives sales slip, cash, check, voucher, or charge payments and issues receipts, refunds, credits, or change due to customer.Monitors checkout stations, issues and removes cash as needed, and assigns workers to reduce customer delay
Cashier, 05/2006 to 12/2006
Long John Silver's Dallas, TX
  • Consistently provided friendly guest service and heartfelt hospitality.
  • Promptly and empathetically handled guest concerns and complaints.
  • Demonstrated integrity and honesty while interacting with guests, team members and managers.
  • Pleasantly and courteously interacted with customers.
  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Built loyal clientele through friendly interactions and consistent appreciation.
  • Prepared fountain drinks and ice cream items.
  • Handled currency and credit transactions quickly and accurately.
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Reported to all shifts wearing a neat, clean and unwrinkled uniform.
  • Reported to each shift on time and ready to work.
Cashier, 07/2004 to 09/2004
Target Dallas, TX
  • Greeted customers and ascertained customers' needs.
  • Answered questions regarding the store and its merchandise.
  • Organized racks and shelves to maintain the visual appeal of the store.
  • Verified that all customers received receipts for purchases.
  • Developed positive customer relationships through friendly greetings and excellent service.
  • Received customer payments.
  • Assisted customers in selecting items based on needs.
Cashier, 12/2003 to 05/2004
Jack-In-The-Box Dallas, TX
  • Collected and stored coupons.
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Monitored areas for security issues and safety hazards.
  • Received customer payments.
  • Greeted customers promptly.
  • Demonstrated integrity and honesty while interacting with guests, team members and managers.
  • Operated the drive-through window and sales register quickly and efficiently.
  • Prepared all food orders within a 2-3 minute time frame.
  • Handled currency and credit transactions quickly and accurately.
  • Followed food safety procedures according to company policies and health and sanitation regulations.
  • Stored food in designated containers and storage areas to prevent spoilage or cross-contamination.
  • Reported to each shift on time and ready to work.
  • Reported to all shifts wearing a neat, clean and unwrinkled uniform.
  • Prepared fountain drinks and ice cream items.
High School Diploma: 2007
Texans Can Academy - Farmers Branch, TX