Amy Rowland
Summary
Proven Workforce Development Specialist with a track record of enhancing job placement rates by over 80% at VOA through innovative training programs and technology integration. Skilled in multicultural sensitivity and workforce analytics, adept at fostering employer partnerships and improving client satisfaction. Demonstrates exceptional leadership and relationship-building abilities to drive successful career development initiatives. Client-oriented Workforce Development Specialist with over 3 years of providing assistance to employees, managers and instructors alike. Focus on delivering training programs that directly assess needs of businesses and organizations. Facilitate modern career development services to enterprises, employers and employees. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Workforce Development Specialist
VOA
Corbin, KY
03.2021 - Current
- Increased job placements by developing tailored workforce training programs for diverse populations.
- Led the implementation of new technology systems that streamlined service delivery while improving overall client satisfaction levels.
- Administered information and education to community and employers about available programs.
- Collaborated with employers to identify skills gaps and design customized training solutions, resulting in a higher employment rate.
- Performed complete assessment of job seeker's education, skills and work history to identify detrimental factors.
- Established strong relationships with community partners, fostering collaboration and support for workforce development initiatives.
- Assisted job seekers with vocational and technical school training.
- Conducted preliminary interviews to determine if prospective employees met employer qualifications and referred eligible applicants to matching opportunities.
- Facilitated seminars on job readiness, resume writing, and career search resources.
- Advocated for policies and funding at the local, state, and federal levels to support workforce development initiatives and programs.
- Organized scheduling and logistic elements of employee training to maximize overall impact of every coaching session.
- Evaluated program effectiveness through ongoing monitoring and analysis of performance metrics, leading to continuous improvement efforts.
- Guided program participants through enrollment processes using one-on-one support.
- Provided one-on-one career counseling services, empowering job seekers to make informed decisions about their careers.
- Identified career goals and advancement opportunities to enable workers to find success within each individual position.
- Implemented comprehensive career assessment tools, effectively matching individuals with suitable job opportunities.
- Created and led comprehensive series training for staff.
- Provided special assistance to military veterans, aided in translating current skillset from military to civilian and offered complete career development and placement support.
- Interviewed employers to determine needs and brought employers and job seekers together.
- Oversaw case management activities for enrolled clients, ensuring progress towards self-sufficiency goals were tracked and documented consistently.
- Developed marketing materials that highlighted the benefits of the organization''s services, increasing community awareness and participation in programs.
- Facilitated connections between job seekers and employers by organizing successful job fairs and networking events.
- Partnered with educational institutions to create pipelines into high-demand occupations for graduates, increasing their long-term employment prospects.
- Managed grant proposals and budgets, ensuring resources were allocated effectively for optimal program outcomes.
- Facilitated job seeker interviews with prospective employers, obtained feedback from both parties and adjusted employment strategies.
- Provided coaching and mentoring to employees.
- Trained and mentored 4 new staff personnel hired to fulfill various roles, along with 254 clients over 2 years.
- Built and maintained professional relationships with vendors and suppliers.
Pre Registration Clerk/Medical Billing Specialist
AdventHealth
Manchester, KY
01.2018 - 03.2021
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Increased efficiency by streamlining filing systems and organizing important documents.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Processed mail accurately and efficiently, ensuring that all correspondence was distributed to the correct recipients in a timely manner.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
- Facilitated communication between departments through prompt forwarding of messages and coordination of inter-departmental meetings.
- Produced high-quality communications for internal and external use.
- Managed calendars and scheduled appointments to maintain smooth flow of operations.
- Issued invoices and followed up on outstanding payments to remind clients to pay on time.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Assisted with onboarding of new employees.
- Posted and adjusted payments from insurance companies.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Located errors and promptly refiled rejected claims.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
- Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
- Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
- Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
- Collected payments and applied to patient accounts.
- Liaised between patients, insurance companies, and billing office.
Cosmetologist
Self Employed Services
Manchester, KY
01.2012 - 01.2018
- Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Demonstrated high level of customer service to increase retention and satisfaction.
- Processed payments, entering sales in register for prompt customer service.
- Demonstrated exceptional time management skills by efficiently scheduling appointments and managing multiple clients simultaneously.
- Contributed to the salon''s positive reputation through excellent customer service, attention to detail, and commitment to client satisfaction.
- Stayed current with industry trends and techniques by attending workshops, trade shows, and continuing education courses.
- Increased salon revenue by upselling additional treatments, products, and services to clients during appointments.
- Answered phone calls and emails to schedule client appointments.
- Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
- Maintained client treatment records and designed long-term care programs for return customers.
Dispatcher
Manchester Police Department
Manchester, KY
01.2010 - 01.2012
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained updated and detailed records of calls in physical and electronic database.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Communicated with customers to provide delivery updates and resolution.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Read system maps and caller information, and documented details in system.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
Judges Secretary
District Judges Office
Manchester, KY
01.2007 - 01.2009
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Maintained electronic filing systems and categorized documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Created and updated records and files to maintain document compliance.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Facilitated communication between departments for improved collaboration and project success.
Education
No Degree - BSW
EKU
Richmond01.2026
Medical Coding Certification -
Medical Coding
SSCC01.2018
CNA - Certified Nursing Assistant
CNA
02.2017
Criminal Justice/ Dispatcher - Dispatcher in English/Spanish
EKU
Richmond01.2009
Cosmetology - Cosmetology
Kauffman School of Cosmetology/ Manchester School
Lexington, KY01.2000
Skills
- Adaptive Learning
- Multicultural Sensitivity
- Training facilitation
- Workforce Analytics
- Organizational Development
- Workforce Development
- Career Development
- Career Counseling
- Partnership Building
- Labor Market Research
- Attention to Detail
- Critical Thinking
- Clear Communication
- Decision-Making
- Relationship Building
- Documentation and Recordkeeping
- Data Entry
- Leadership Development
- Employee Relations
- Coaching and Development
- Public Speaking
- Strategic Planning
- Data organization
- Quality Assurance
- Employee Performance Reviews
- Client Retention
- Orientation and Onboarding
- Assignment Delegation
- Human Resources
- Finance
- Program Monitoring and Tracking
- Online training experience
- Team Exercises
- Budget Administration
- Lectures and Discussions
- Resource Coordination
- Virtual Learning Management
- Needs Assessment
- Referral Coordination
- Workshop coordination
- Video Conferencing
- Creative Solution Development
- Survey Management
- Social Services Support
- Special Needs Clientele
Timeline
Workforce Development Specialist
VOA
03.2021 - Current
Pre Registration Clerk/Medical Billing Specialist
AdventHealth
01.2018 - 03.2021
Cosmetologist
Self Employed Services
01.2012 - 01.2018
Dispatcher
Manchester Police Department
01.2010 - 01.2012
Judges Secretary
District Judges Office
01.2007 - 01.2009
No Degree - BSW
EKU
Medical Coding Certification -
Medical Coding
CNA - Certified Nursing Assistant
CNA
Criminal Justice/ Dispatcher - Dispatcher in English/Spanish
EKU
Cosmetology - Cosmetology
Kauffman School of Cosmetology/ Manchester School