Brandia Graves
Columbus,OH
Summary
Innovative and detailed oriented Criminal Justice Program Manager successful in program development, implementations and management as effective collaborator. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Community Reentry Specialist
Alvis House
02.2022 - Current
- Handled over 20 calls per day to address customer inquiries and concerns.
- Carried out day-day-day duties accurately and efficiently.
- Adhered to social distancing protocols and wore mask or face shield.
- Became strong advocate for previous incarcerated women
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used data entry to keep records of customer interactions, customer accounts and file documents.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Entered referrals into appropriate system based on type of referral obtained.
- Collected, verified, recorded and processed client demographics, insurance payments and referral information.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Helped social workers build, coordinate and lead programs supporting individuals with problems and concerns.
- Collaborated on program operations and relayed participant feedback for improvements.
- Developed strong client relationships through consistent communication and attentive service.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
Customer Service Representative
Community Choice Financial Inc.
07.2015 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Project Manager
Chase Bank
02.2009 - 10.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery
- Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
- Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
- Writes the requirements, epics, and user stories to support product development
Education
High School Diploma -
Beechcroft High School
Columbus, Ohio06.1992
Certificate of Completion - Secretarial Studies And Office Administration
Southeast Career Center
Columbus, United States05.1992
Skills
- Treatment planning
- Needs assessment
- Staff education and training
- Teambuilding
- Teamwork and Collaboration
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Agency Service Requirements
- Relationship Building
- Maintaining Client Records
Certification
CPR/FIRST AID
Timeline
Community Reentry Specialist
Alvis House
02.2022 - Current
Customer Service Representative
Community Choice Financial Inc.
07.2015 - 11.2021
Project Manager
Chase Bank
02.2009 - 10.2015
High School Diploma -
Beechcroft High School
Certificate of Completion - Secretarial Studies And Office Administration
Southeast Career Center
CPR/FIRST AID
Similar Profiles
Edith KwakyewahEdith Kwakyewah
DSP at Alvis HouseDSP at Alvis House
Rosie ParkRosie Park
Paralegal, Notary Public at Alvis Quashnock and Associates, LLPParalegal, Notary Public at Alvis Quashnock and Associates, LLP
Martyn GerrishMartyn Gerrish
Dairy Assistant at Alvis Bros LtdDairy Assistant at Alvis Bros Ltd