CARLIA RAY
Barnesville,GA
Summary
Accomplished Program Specialist offering experience implementing new and innovative programs aimed at meeting the needs of the consumer. Highly skilled at building lasting relationships with clients and business executives.
Overview
33
33
years of professional experience
1
1
Certificate
Work History
PROGRAM SPECIALIST
OF COMMUNITY SUPERVISION
ATLANTA, GEORGIA
08.2016 - Current
- Trained new personnel regarding company operations, policies, and services.
- Assists with developing policies and procedures for Department of Community Supervision Housing Unit.
- Conducts periodic site visits for approval and re-approval of the Reentry Partnership Housing Program.
- Processes applications for Transitional Housing Offender Reentry and Reentry Partnership Housing Programs.
- Investigates complaints of noncompliance issues reported to Housing Program Unit.
- Collaborates with stakeholders and maintain productive relationships.
- Worked alongside other professionals to outline and implement program plans and objectives.
- Maintained regular communication between departments via email and phone calls to coordinate program logistics.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Determined customer needs and developed program initiatives according to preferences.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
PROGRAM DEVELOPMENT CONSULTANT
SUPERVISION
ATLANTA, GEORGIA
12.2015 - 08.2016
- Developed and revised the curricula for new training
- Assisted with training and orientation of new mental health and behavioral counselors
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed policies and procedures for Department of Community Supervision Mental Health and Behavioral
- Conducted periodic site visits for quality improvement, documented finding, and followed up to ensure compliance with recommendations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Received calls regarding requests for counseling services, crisis intervention, and other issues affecting returning citizens and their families.
- Investigated and resolved customer inquiries and complaints quickly.
VICTIM SERVICES SPECIALIST
PARDONS AND PAROLES
ATLANTA, GEORGIA
08.2006 - 12.2015
- Collaborated and interacted with local advocates within the DA's Office to ensure the victim experiences a seamless transfer of services from the criminal processing phase to the post-sentencing phase.
- Accurately registered all victims for notification into the Victim Notification Information Program (VIP)
- Proficient in developing and maintaining reports and other data sources, and can present this information using a variety of computer software such as MS Word, MS Excel, and MS PowerPoint
- Skilled in written and oral communication sufficient to prepare and present findings and recommend or carry out specific actions regarding difficult issues and/or develop and provide program training and/or prepare instructions
- Effectively researched regulations and policies related to Corrections and Parole Board Office of Victim Services.
- Delivered exceptional customer service to every victim and victim's family members by leveraging extensive knowledge of the Office of Victim Services.
- Delivered prompt service to prioritize victim/victim's family members' needs.
- Responded to caller requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with victims and victim's family members.
PROBATION OFFICER II
DEPARTMENT OF PROBATION
JACKSON, GEORGIA
07.2006 - 12.2013
- Trained and organized training for new employees
- Supervised offenders to reduce risk to community.
- Collaborated with senior leadership during decision-making processes and created thorough offender reports for corrective action planning.
- Researched each case thoroughly to strengthen case outcomes.
- Handled over 250 full-cycle caseloads per month.
- Evaluated client progress toward completing terms of probation and addressed difficulties.
- Maintained personal contact with offenders through office and community visits.
- Compiled statistical data for monthly, quarterly and annual reports.
- Adhered to legal requirements by performing office, home and employment visits.
- Served as court liaison by attending court hearings and presenting reports and recommendations
- Completed reports on behalf of court and associated legal entities.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
ACCOUNTANT PARAPROFESSIONAL
DEPARTMENT OF PROBATION
MCDONOUGH, GEORGIA
06.2003 - 07.2006
- Maintained knowledge of current policies and procedures by attending training sessions, meetings and conferences
- Analyzed monthly balance sheet accounts for corporate reporting
- Compiled general ledger entries on a short schedule with nearly 100% accuracy
- Trained new employees on accounting principles and company procedures
- Generated financial statements and facilitated account closing procedures each month.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
REGISTRATION CLERK
GEORGIA PUBLIC SAFETY TRAINING CENTER
FORSYTH, GEORGIA
08.1996 - 06.2003
- Cross-trained and provided backup for customer service managers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new personnel regarding company operations, policies and services.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 100 calls per shift to meet fast-paced call center demands.
Education
DOCTOR - ADMINSTRATION
CAPELLA UNIVERSITY
Ph.D. - Public Administration
Walden University
Minneapolis, MN08.2024
Master of Art -
GEORGIA LAW ENFORCEMENT COMMAND COLLEGECOLUMBUS STATE UNIVERSITY
05.2010
Master of Art - PUBLIC ADMINSTRATION
COLUMBUS STATE UNIVERSITY
05.2010
Bachelor of Science - PUBLIC SERVICES
MACON STATE COLLEGE
05.2007
Associate of Art -
GORDON STATE COLLEGE
05.2005
CERTIFICATE: ACCOUNTANT I & ACCOUNTANT II -
UNIVERSITY OF GEORGIA
10.2001
Skills
- Flexible and Adaptable
- Self-Motivated
- Dependable and Responsible
- Teamwork and Collaboration
- Organization and Time Management
- Good Telephone Etiquette
Certification
POST Law Enforcement Basic Certificate Basic Management Training
Leadership Development Program Advance Management Training
Criminal Law Knowledge Community Services Coordinator
GCIC Coordinator Criminal Investigation
Basic Counseling Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
PROGRAM SPECIALIST
OF COMMUNITY SUPERVISION
08.2016 - Current
PROGRAM DEVELOPMENT CONSULTANT
SUPERVISION
12.2015 - 08.2016
VICTIM SERVICES SPECIALIST
PARDONS AND PAROLES
08.2006 - 12.2015
PROBATION OFFICER II
DEPARTMENT OF PROBATION
07.2006 - 12.2013
ACCOUNTANT PARAPROFESSIONAL
DEPARTMENT OF PROBATION
06.2003 - 07.2006
REGISTRATION CLERK
GEORGIA PUBLIC SAFETY TRAINING CENTER
08.1996 - 06.2003
DOCTOR - ADMINSTRATION
CAPELLA UNIVERSITY
Ph.D. - Public Administration
Walden University
Master of Art -
GEORGIA LAW ENFORCEMENT COMMAND COLLEGECOLUMBUS STATE UNIVERSITY
Master of Art - PUBLIC ADMINSTRATION
COLUMBUS STATE UNIVERSITY
Bachelor of Science - PUBLIC SERVICES
MACON STATE COLLEGE
Associate of Art -
GORDON STATE COLLEGE
CERTIFICATE: ACCOUNTANT I & ACCOUNTANT II -
UNIVERSITY OF GEORGIA
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