CONDESHIA N. JACKSON
Bronx,New York
Summary
Conscientious professional with extensive experience advocating for social and economic well-being of individuals and families. Skilled at providing guidance, support and assistance. Strong communication and management skills and committed to inspiring community service.
Overview
17
17
years of professional experience
Work History
Community Coordinator
Administration For Children’s Services
12.2014 - Current
- Evaluate/ assess client inquiries and complaints by interfacing with clients and other appropriate personnel
- Consult with community program staff/ clients/ others who contact office by mail or telephone to obtain required information necessary for program development and to assist population with community.
- Draft letter/memos/ recommendations/ other correspondence by determining required information
- Maintain liaison status between two or more agencies/units by obtaining, conveying and providing information and feedback
- Complete standardized unit forms on periodic basis, using information submitted as complied by worker
- Maintain filing system for records, correspondence, instructional materials and other information.
- Schedule parent- child visits for incarcerated parents located within tri-state & other state correctional facilities
- Collect/ Research information about location of incarcerated parents & facility’s visiting hours.
- Contact and schedule parent- child visit with facilities
- Coordinate with ACS Department of Transportation to provide appropriate transportation for children, caseworkers and/or escorts to facility.
Call Center Representative
Dept. Of Information Technology&Telecommunications
11.2006 - 11.2014
- Answer high volume incoming calls in professional manner to achieve customer satisfaction.
- Use multiple computer databases such as Siebel/Oracle, mainframe systems, and online tools to resolve and research customer inquiries and requests.
- Initiate service requests for customer complaints, comments, and literature requests.
- Utilize complex computer based phone system for proper call handling, transfers, and conferencing.
- Assist other departments with special programs, projects, and technology support.
- Assist in training representatives on system updates and other databases and skill sets.
- Participated in Escalation Line handling supervisor calls.
- Guided CCR’s through general system inquires to locate information and services.
- Handle overflow of calls for Mayor’s Office Hotline.
Education
Bachelor of Arts - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
New York, NY12.2011
Skills
- Microsoft Word, Excel, PowerPoint, Publisher, Access, Outlook
- Research
- Client Needs Assessment
- Email Correspondence
- Telephone Etiquette
- External Communications
- Community Resource Coordination
- Community Service Programs
- Verbal and Written Communication
- PowerPoint Presentations
- Training Procedures
- Professional Correspondence
Timeline
Community Coordinator
Administration For Children’s Services
12.2014 - Current
Call Center Representative
Dept. Of Information Technology&Telecommunications
11.2006 - 11.2014
Bachelor of Arts - Criminal Justice
John Jay College of Criminal Justice of The City University of New York
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