Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cody Mills

Winchester,KY

Summary

Dynamic social service professional with extensive experience at Fayette Regional Juvenile Detention Center, excelling in crisis intervention and case management. Proven ability to enhance juvenile rehabilitation through effective treatment planning and emotional intelligence. Skilled in documentation and team collaboration, consistently achieving high-quality outcomes in challenging environments.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Social Service Worker I

Fayette Regional Juvenile Detention Center
Lexington, KY
03.2024 - Current
  • Provide counseling to juveniles, developing tailored treatment plans and facilitating reintegration.
  • Conduct treatment team sessions to ensure effective placement and discharge of juveniles.
  • Maintain accurate, confidential case records, and produce detailed progress and discharge reports.
  • Collaborate with juvenile service workers to support community reintegration.
  • Participate in ongoing training to enhance counseling skills, and supervise juveniles as needed.
  • Fostered a nurturing environment for juveniles, enhancing their emotional well-being, and facilitating a smoother transition into community settings.
  • Implemented individualized treatment plans, leading to measurable improvements in juvenile behavior and engagement in programs.
  • Maintained accurate and confidential case records, supporting compliance with legal standards and enhancing treatment continuity.

Correctional Officer

Fayette Regional Juvenile Detention Center
Lexington, KY
01.2023 - 03.2024
  • Ensures safety and security of juveniles and facility.
  • Maintains custody and control of juveniles.
  • Supervises and monitors activities of juveniles.
  • Escorts juveniles between various areas within the facility.
  • Maintains shift logs on juvenile’s activities and notifies supervisors of issues; completes incident reports as needed; assists juveniles in complaint procedures.
  • Performs counts and/or wellness checks for juveniles.
  • Implemented strict security protocols, enhancing safety measures and ensuring a secure environment for both staff and juveniles.
  • Conducted regular wellness checks, reducing incident reports, and fostering a safer atmosphere for juvenile rehabilitation.
  • Conducted regular wellness checks, reducing incident reports and fostering a safer atmosphere for juvenile rehabilitation.
  • Coordinated with multidisciplinary teams to address juvenile needs, improving communication and ensuring effective support services.
  • Assisted juveniles in navigating complaint procedures, promoting their voices and reinforcing a culture of accountability.
  • Maintained accurate shift logs and incident reports, ensuring compliance with facility standards and enhancing operational transparency.

Direct Support Professional - Privately Contracted

Private Contract
Richmond, KY
07.2019 - 01.2023
  • Assist individuals with disabilities, fostering independence and quality of life.
  • Manage medication and health schedules, ensuring compliance and well-being.
  • Plan and prepare meals, meeting dietary needs and preferences.
  • Set and track client goals, achieving meaningful outcomes.
  • Communicate with healthcare professionals for comprehensive care.
  • Administered medication and managed health schedules, ensuring compliance and significantly improving clients' health outcomes.

Direct Support Professional/Residential Cluster Manager

EVERGREEN COMMUNITY SUPPORTS
Winchester, KY
09.2016 - 08.2019
  • Support adults with disabilities, fostering independence and quality of life.
  • Administer medications accurately, ensuring health protocol compliance.
  • Enhance resident health outcomes through effective medication management.
  • Promote independence and improve life quality for adults with disabilities.
  • Ensure compliance with health protocols, contributing to improved outcomes.
  • Coordinated medical appointments, streamlining transportation logistics and enhancing access to healthcare services for residents.
  • Prepared nutritious meals and snacks, promoting healthy eating habits while managing dietary restrictions effectively.
  • Maintained a clean and safe living environment through diligent housekeeping, significantly improving overall resident satisfaction.
  • Fostered a nurturing environment that encouraged residents to achieve personal goals and build self-sufficiency.

Customer Service Team Leader

Galls, LLC
Lexington, KY
10.2015 - 09.2016
  • Lead 15 reps, improve service levels, boost response times, manage absenteeism, enhance productivity.
  • Fostered a supportive team environment, empowering 15 representatives to exceed performance expectations and strengthen client relationships.
  • Monitored productivity and core metrics, identifying trends that led to strategic adjustments and noticeable gains in overall team efficiency.
  • Managed workforce metrics, ensuring optimal staffing levels and reducing absenteeism, which contributed to improved service quality.
  • Implemented training programs tailored to individual needs, resulting in enhanced employee performance and greater customer satisfaction.
  • Cultivated a collaborative team culture, empowering representatives to exceed performance targets and build stronger client relationships.
  • Analyzed productivity metrics to identify trends, enabling strategic adjustments that led to marked gains in team efficiency.

Customer Service Supervisor

Xerox
Lexington, KY
09.2014 - 10.2015
  • Led a team of 20 agents to consistently achieve a 97% quality score.
  • Conducted weekly one-on-one coaching sessions to enhance agent performance.
  • Collaborated with QA analysts to maintain high service standards.
  • Monitored key metrics and ensured alignment with client expectations.
  • Facilitated a positive work environment and direct client communication.
  • Streamlined training programs for agents, enhancing their performance and consistently achieving a Quality score above 97%.
  • Coordinated with QA analysts to refine evaluation metrics, leading to noticeable improvements in service quality.
  • Fostered a positive work environment, promoting teamwork and engagement among a team of 20 agents.
  • Monitored individual performance metrics and provided targeted coaching, resulting in marked gains in agent productivity.
  • Implemented new communication protocols with clients, ensuring seamless updates on processes and enhancing stakeholder satisfaction.

Customer Service Representative/GEMBA Team Member

Amazon
Winchester, KY
11.2013 - 09.2014
  • Resolved customer account inquiries, enhancing satisfaction and loyalty.
  • Collaborated with process improvement team, implementing effective solutions.
  • Utilized CSR feedback to develop and refine operational processes.
  • Participated in Kaizen events, driving continuous improvement.
  • Maintained up-to-date systems, ensuring seamless customer interactions.
  • Streamlined customer inquiry resolutions, achieving noticeable gains in satisfaction scores and reducing handling time.
  • Analyzed feedback from customer service representatives to implement process improvements, resulting in enhanced operational efficiency.
  • Coordinated with the process improvement team to identify bottlenecks, leading to substantial enhancements in service delivery.
  • Developed and executed training sessions on updated systems, ensuring all staff were equipped to provide flawless customer experiences.

Trainer/Assistant Training Manager

Xerox
Lexington, KY
03.2012 - 04.2013
  • Facilitate effective customer service training, enhancing agent performance and satisfaction.
  • Guide new hires, ensuring seamless integration and skill development on the call floor.
  • Assist Sprint customers, resolving account issues with precision and empathy.
  • Contribute to process improvements, optimizing efficiency and service delivery.
  • Monitor and maintain attrition rates, achieving targets consistently.
  • Fostered a positive learning environment for new hires, enhancing team cohesion and ensuring a smooth onboarding experience.
  • Streamlined training processes, leading to measurable improvements in agent performance and customer satisfaction ratings.
  • Monitored attrition rates, implementing targeted strategies that reduced turnover and strengthened team stability.

Team Supervisor

VMS Alarms
Dallas, TX
06.2011 - 12.2011
  • Led team to exceed sales targets, enhancing individual performance and boosting revenue.
  • Implemented strategic monitoring to optimize sales processes, achieving measurable growth.
  • Conducted side-by-side training, improving agent skills and elevating team efficiency.
  • Led a team of agents to enhance sales strategies, resulting in increased sales performance and improved team morale.
  • Analyzed sales data to identify trends, enabling targeted training sessions that contributed to noticeable gains in agent productivity.
  • Fostered a supportive environment through regular feedback sessions, strengthening team cohesion and enhancing overall performance.ales.

Store Manager

Quality Factory Direct Furniture
Lewisville, TX
12.2009 - 06.2011
  • Led customer service to enhance satisfaction and loyalty.
  • Increased sales through effective furniture promotion.
  • Coordinated shipments to ensure timely delivery.
  • Supervised sales team to exceed store targets.
  • Updated website to improve online presence and sales.
  • Enhanced customer service protocols, leading to noticeable improvements in customer satisfaction scores and repeat business.
  • Analyzed sales trends to optimize inventory management, ensuring stock levels met demand and minimizing excess.
  • Orchestrated training sessions for Sales Associates, fostering a motivated team that consistently achieved sales targets.

Cashier

Stripes
Odessa, TX
10.2009 - 12.2009
  • Organized and replenished shelves, enhancing store presentation and customer access.
  • Assisted customers daily, ensuring satisfaction and resolving inquiries promptly.
  • Managed store operations, opening and closing efficiently to maintain security.
  • Streamlined checkout processes, reducing wait times and enhancing customer satisfaction through efficient service.

Shop Hand

SMC Inc
Odessa, TX
04.2009 - 06.2009
  • Coordinate international shipments, ensuring timely delivery and maintaining product readiness.
  • Maintained precise inventory control, ensuring merchandise was organized and readily available for timely shipments.
  • Coordinated with team members to tag and pull merchandise, facilitating smooth workflow and increasing overall productivity.

Education

Bachelor of Science - Psychology With Specialization in Correctional Program Support Services

University of Phoenix
Phoenix, AZ
08.2022

Skills

  • Customer Service
  • Financial Analysis
  • Business Analysis
  • Management
  • Account Reconciliation
  • Microsoft Office
  • Project Management
  • Excel
  • Workforce Management
  • Mental Health
  • Operations Management
  • Financial Planning
  • Process Improvement
  • Store Management Experience
  • Medication Administration
  • Payroll
  • Financial Report Writing
  • Social services
  • Budgeting
  • Employee Supervision
  • Financial Management
  • Furniture Sales
  • Case management
  • Treatment planning
  • Crisis intervention
  • Report writing
  • Juvenile supervision
  • Conflict resolution
  • Team collaboration
  • Community resources
  • Performance metrics
  • Time management
  • Active listening
  • Staff training
  • Document organization
  • Emotional intelligence
  • Cross-functional coordination
  • Patience and tolerance
  • Workplace safety
  • Deadline compliance
  • Confidential documentation
  • Documentation expertise
  • Behavioral intervention
  • Risk assessment
  • Multidisciplinary coordination
  • Effective communication

Certification

  • CPR & First Aid
  • AED

Timeline

Social Service Worker I

Fayette Regional Juvenile Detention Center
03.2024 - Current

Correctional Officer

Fayette Regional Juvenile Detention Center
01.2023 - 03.2024

Direct Support Professional - Privately Contracted

Private Contract
07.2019 - 01.2023

Direct Support Professional/Residential Cluster Manager

EVERGREEN COMMUNITY SUPPORTS
09.2016 - 08.2019

Customer Service Team Leader

Galls, LLC
10.2015 - 09.2016

Customer Service Supervisor

Xerox
09.2014 - 10.2015

Customer Service Representative/GEMBA Team Member

Amazon
11.2013 - 09.2014

Trainer/Assistant Training Manager

Xerox
03.2012 - 04.2013

Team Supervisor

VMS Alarms
06.2011 - 12.2011

Store Manager

Quality Factory Direct Furniture
12.2009 - 06.2011

Cashier

Stripes
10.2009 - 12.2009

Shop Hand

SMC Inc
04.2009 - 06.2009

Bachelor of Science - Psychology With Specialization in Correctional Program Support Services

University of Phoenix

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