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WORK EXPERIENCE
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Comcast Cable, Huntsville, AL
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February 2009 - Present
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Customer Account Executive
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- Provideed inbound telephone support to customers experiencing technical difficulties and equipment problems in order to reduce service calls and improve customer satisfaction.
- Initiated upgrade of current service and sold products and services.
- Communicated with customers in order to respond to billing questions; resolves service concerns; provides rate and programming information.
- Researched status of installation and service calls in order to resolve customer complaints; researches misapplied payments, billing and service adjustments.
- Explained customer billing in detail to give customers a clear understanding of charges.
- Accurately executed customer orders, scheduled installs and trouble calls, and documented customer accounts on a daily basis
- Met minimum requirements in the areas of Sales, Quality and Productivity by efficiently answering and handling calls
- Exceeded departmental telephone response standards.
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Three Springs, Inc, Trenton, AL
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January 2008 - February 2009
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Counselor III
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- Provided guidance, group structure and therapeutic experiences in an outdoor wilderness setting that assisted adolescent residents with behavioral, emotional, or substance abuse issues.
- Observed, documented, and provided approved treatment interventions for assigned residents.
- Coordinated and led activities in group therapy, academic/vocational classes, leisure/recreational experiences, along with other activities of daily living.
- Mediated crisis and confrontational situations between and within residents.
- Certified in Safe Alternatives to Managing Aggression (SAMA), CPR, and First Aid.
- Provided 24 hour supervision to residents to ensure health and safety.
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University of Alabama, Huntsville, AL
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June 2007 - November 2007
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Coordinator of Testing Services
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- Acted as primary proctor for all university placement and pre-admission testing, community based testing, distance learning testing, state and national testing.
- Provided chief supervision for all Saturday testing at the university to include hiring and training staff, following test company's unique policies and directives, and monitoring for any testing compromises.
- Upheld unique testing company standards for security, administration, registration, and monitoring of tests and testing materials.
- Adhered to FERPA standards at all times.
- Administered accommodated testing as necessary to comply with ADA standards and policies.
- Coordinated office functions to include scheduling tests, answering phones, scanning/scoring tests, and assisting customers.
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Youth Villages, Inc, Madison, AL
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May 2005 - June 2007
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Senior Clinical Liaison/Family Counselor
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- Counseled families of at-risk youth, utilizing Multi-systemic Treatment.
- Provided case management and treatment planning to ensure that basic needs of family and children were being met.
- Communicated with key players to include psychiatrists, DHR, school, family, and community, on a continual basis to ensure treatment modalities were being adhered to.
- Provided 24/7 on call availability to families and children for crisis and emergency situations.
- Maintained charts and files for foster parents, clients, students, and staff to ensure that they met state standards.
- Complied with HIPPA, Medicaid and state guidelines.
- Sought resources for foster parents, families, and staff by utilizing the Internet and local contacts
- Provided information and support to clients, customers and staff on an ongoing basis.
- Chaired state recognition committee to include managing meetings, ensuring deadlines were met, and coordinating efforts to recognize staff of their achievements.
- Compiled/designed/distributed quarterly staff and foster parent newsletters for state.
- Ensured retention of staff through providing support and training to staff as needed.
- Designed and presented trainings for staff and foster parents on an ongoing basis.
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Teen Mania Ministries, Garden Valley, TX
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January 2001 - December 2001
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Administrative Assistant/Intern
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- Performed basic office functions including fielding phone calls and drafting coorespondance.
- Maintained and coordinated manager's schedule.
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