Dawn Andrea Price
Austin,TX
Summary
Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Excellent Communication and interpersonal skills. Strong advocate for those in need and committed to providing best possible service.
Highly organized General Clerk with proven background in office and support functions performing clerical duties to facilitate administrative operations. Leverages subject-matter knowledge and excellent judgment to satisfactorily accomplish assigned tasks. Proficient in computer hardware and software applications and adheres to standard operating procedures to quickly learn new responsibilities and complete projects before deadline. .
Overview
33
33
years of professional experience
Work History
Protective Services Intake Specialist V
Texas Department Of Family And Protective Service
07.2005 - 09.2023
- All duties from Worker II-V
- Trained and supervised new intake staff to deliver high-quality client care.
- Worker V works as lead worker in supervisory capacity on a regular basis.
- Do supervisory work in the absence of direct supervisors for months at a time to include time and leave in CAPPS system, handling performance issues of Worker I-IV, evaluate recorded calls, written correspondence, and live calls of workers on a regular basis as they assess abuse and/neglect information.
- Provide customer service duties to public, when problems occur with callers from within the agency and with the public.
- Collaborated with team members to ensure consistent and high-quality customer service experiences for all clients.
- Supported fellow Intake Specialists with case management, sharing best practices for optimal results.
- Resolved challenging cases by conducting additional research or seeking guidance as needed.
- Achieved high levels of customer satisfaction through attentive listening, clear communication, and efficient problem-solving capabilities.
- Navigated complex databases, efficiently retrieving essential information to assist clients in accessing services.
- Enhanced client satisfaction by providing timely and accurate information on statewide services and resources.
- Self-motivated, with a strong sense of personal responsibility.
- Strengthened communication skills through regular interactions with others.
Protective Services Intake Specialist II-IV
Texas Department Of Family And Protective Services
08.1998 - 07.2005
- Assesses severity of the circumstances according to department policies and procedures and assigns a priority classification to all reports.
- Assesses intake reports for determination of priority, allegation type, and handling
- Provides assistance to unit supervisor and unit staff in interpreting policy, training new workers, completing unit reports, responding to client complaints, and acting in the supervisor's absence.
- Obtains and documents detailed information from callers and correspondence concerning the alleged abuse or neglect of children and abuse, neglect or exploitation to persons 65 years and older or adults with disabilities.
- Provides policy information to the public and other information and referral services.
- Relays reports of abuse or neglect to appropriate protective services field staff or outside agency.
- ·Documents all Information & Referral calls and correspondence received.
- Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.
- Managed a high volume of inbound calls, maintaining composure under pressure while addressing diverse client concerns.
- Performs other duties as assigned and required to maintain unit operations
- · Worker IV Evaluated abuse and neglect from internet and emailed reports and responded to the public from these reports.
Protective Services Intake Specialist I-IV September 1998-July 2003
.
Attends work regularly in accordance with agency leave policy.
July 2003-July 2005
Child Protective Services Worker I-II
Texas Department Of Family And Protective Services
06.1996 - 09.1998
- Investigate allegations of abuse and/or neglect from reports received
- Managed multiple concurrent projects successfully while adhering to strict timelines and budget constraints.
- Consistently met deadlines under pressure while maintaining high-quality work output in a fast-paced environment.
- Worked fast to complete tasks and meet daily deadlines.
Usher Supervisor
University Of Texas Athletics
10.2013 - 12.2019
- Worked with other staff members to facilitate smooth flow of operations.
- Assisted with set-up and break down of events to facilitate efficient and organized event preparation.
- Facilitated training and evaluation of staff.
- Maintained a secure environment for all guests by enforcing venue policies and procedures consistently and fairly.
- Provide Customer Service by being a ticket taker and ticket taker supervisor to those entering Event Center for athletic events, concerts, and football games as well as other public events. Handle supervisory duties by handling members of the public if they have issues.
- Enhanced customer service based on feedback from guests.
- Ensured guest safety through diligent monitoring of seating areas and proactive intervention during potential conflicts or emergencies.
- Achieved high levels of customer satisfaction through attentive listening, empathetic responses, and prompt resolution of any complaints or concerns from patrons during their visit to the venue.
General Clerk
Department Of The Treasury, Internal Revenue Service
01.1991 - Current
- Supported team members with various administrative tasks, contributing to a well-functioning office environment.· Work in mailroom opening taxpayer correspondence and tax forms.
- Sort incoming mail to destination throughout the Internal Revenue Service and to other IRS offices.
- Provide Quality Review pulls to assist tax examiners as well as perform quality review of numbered documents of IRS workers
- Provide general clerical duties.
Customer Service Representative/ Shoe Department
Sears
10.2014 - 12.2017
- · Sell shoes and assist customers with various purchases throughout the department store.
Education
Master of Science - Healthcare Administration
University of Phoenix
Phoenix, AZ09.2016
Master of Science - Social Work
Our Lady of The Lake University
San Antonio, TX12.1998
Bachelor of Science - Social Work
Our Lady of The Lake University
San Antonio, TX05.1995
High School Diploma -
Booker T Washington High School
Houston, TX06.1988
Skills
- Problem-Solving
- Creative Thinking
- Critical Thinking Skills
- Staff Supervision
- Employee Training
- Client and Family Interviews
- Workflow Management
- Cultural Sensitivity
- Active Listening
- Customer Service/Customer Satisfaction
- Document Editing/Administrative tasks
- Database gathering and entry
- Meeting Coordination
- Team Collaboration
- Microsoft Office competent
- Telephone Etiquette
Affiliations
- Ivy Rose Pearl Community Advancement Foundation
- Alpha Kappa Alpha Sorority, Incorporated
Timeline
Customer Service Representative/ Shoe Department
Sears
10.2014 - 12.2017
Usher Supervisor
University Of Texas Athletics
10.2013 - 12.2019
Protective Services Intake Specialist V
Texas Department Of Family And Protective Service
07.2005 - 09.2023
Protective Services Intake Specialist II-IV
Texas Department Of Family And Protective Services
08.1998 - 07.2005
Child Protective Services Worker I-II
Texas Department Of Family And Protective Services
06.1996 - 09.1998
General Clerk
Department Of The Treasury, Internal Revenue Service
01.1991 - Current
Master of Science - Healthcare Administration
University of Phoenix
Master of Science - Social Work
Our Lady of The Lake University
Bachelor of Science - Social Work
Our Lady of The Lake University
High School Diploma -
Booker T Washington High School
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