Experience

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  J.crew factory

  May 2013 - Aug 2013

  Call center representative

  • Answered 80-100(avg.) calls per day exceeding quota by 15%• Provided prompt customer support with a professional, friendly, and patient attitude• Proactively memorized over 55 company products and services• Received a 5-star customer satisfaction rating through voice, chat, and email communications leading to a client satisfaction rating score of 98%• Processed orders and credit card payments for clients

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  Food lion

  Sept 2013 - Mar 2018

  Assistant customer service manager

  • Research cash errors processed throughout the store. Process loans, bank deposits, change orders, money orders, and western unions• Resolve customer complaints to ensure they had a positive shopping experience and continue to shop• Generate a weekly work schedule for front-end associates and administer breaks throughout the shift• Supervise cashiers and office associates to ensure they are executing their job titles correctly and that the store is running efficiently.

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  Lynchburg department of social services

  Feb 2020 - Nov 2021

  Family services specialist: foster care/ adoption

  • Fully Remote (2/20/2020- 7/19/2021) and Hybrid until 11/5/2021 continuing to provide services to clients. This consisted of chat, emails, zoom videos for family visitation. While keeping documentation classified in a secure workspace. • Generate foster care case plans for parents in efforts to gain reunification with their children by informing them of the services they needed to complete to satisfy the foster care timeline.• Collaborate with service providers to provide treatment for families who are in foster care. These services include Outpatient therapy, Substance Abuse Treatment, Psychological Evaluations, Family Counseling, Family Partnership Meetings, FAPT (Family Assessment and Planning Team), and CANS (Child Assessment Detail Report. I work together with these service providers to help address concerns DSS may have about the parent. This allows the service providers the opportunity to address any issues presented that effect the parent from being considered as a suitable caregiver for their children.• Document progress throughout the life of the case regarding the foster care timeline. This includes visitation, substance abuse, and the cooperation to work with the service providers DSS requested for the parents to complete in efforts to obtain reunification. • Strategize with the city attorney on recommendations for the foster care case plan, witnesses to be subpoenaed, testimony, and permanency for the child. Show less

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  Harvest outreach

  Nov 2021 - Nov 2022

  Therapeutic day treatment counselor

  • Provide therapeutic counseling services to students in an alternative school placement at Cornerstone Learning Center. I support these students throughout the day for behavioral modification in the school setting. This consists of redirection, goal setting, de-escalation strategies, and safety care restraints to aide in the return to their base school placement. • Manage case work by documenting daily, weekly, monthly and quarterly progress of behaviors in the school setting and make provisions to the treatment plan if the child is not meeting their goals. This allows me to create more attainable goals for each child to address concerning behaviors in the classroom. • Generate individualized safety plans and treatment plans for each student to be successful in the classroom environment.• Work in partnership with additional service providers to aide in their success in mental health, home, and school environment to ensure their mental health needs are being met. Show less

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  Campbell county department of social services

  Nov 2022 - now

  Cps in-home

  • Provide customer service through service intake as an inbound call coordinator which includes answering incoming calls and seeing walk –in clients to provide resources for families in need such as filing APS reports, scheduling UAI screenings for adult services needed in the home, assisting client on how to apply for SNAP, Medicaid, Fuel, cooling assistance, child-care, employment opportunities, housing etc. • Working closely with families and providers as a prevention for a child entering foster care by doing monthly check ins with the family, connecting the family to resources such as intensive in home, substance abuse, family counseling, case management and any other recommended services that may be beneficial for the family. • Generate a service plan and coordinate a Family Partnership Meeting to aide as a resource so that the client knows what they need to do to demonstrate a protective parenting capacity. • Document the parental capacity throughout the life of the case to ensure they are a safe placement for the child as evidenced by their ability to remove barriers and comply with service providers. Show less