A.A.S. - Criminal Justice
Wisconsin Technical College
City, State01.2004
Felicia Jacobson
Cloquet,MN
Summary
Highly dedicated and mission-driven leader with over 10 years of experience in administrative management, case support, and customer service, committed to breaking cycles of crisis and supporting positive life change. Proven ability to supervise staff, manage complex programs (including intake and long-term case management), and maintain high standards of confidentiality and compliance (HIPAA).
Education
Overview
11
11
years of professional experience
Work History
Office Assistant
Duluth Masonry and Concrete LLC
01.2021 - Current
- Oversaw daily office operations, including financial and human resource support.
- Managed Accounts Payable/Receivable and contributed to Budgeting (20+ years of experience), demonstrating fiscal responsibility (Essential Function).
- Managed sensitive HR files, leases, and other confidential documents with discretion.
- Demonstrated proficiency with technology, including Microsoft Office Suite, social media, and various AI component applications.
Program / Administrative Assistant
Lighthouse Center for Vital Living
12.2022 - 10.2025
- Managed comprehensive administrative and operational support for social service programs, ensuring seamless functioning for staff, clients, and directors.
- Case Support & Compliance: Managed the intake process (10+ years of intake experience) and maintained highly sensitive participant information, adhering strictly to HIPAA and confidentiality protocols.
- Administrative Oversight: Maintained accurate spreadsheets, databases (Penelope, Access), and program reports for directors, handling data collection and reporting functions (10% Essential Function).
- Recruitment & Training: Assisted in the onboarding and training of new employees and students, scheduled annual trainings, and maintained updated personnel files (Supervisory Responsibility).
- Logistics & Scheduling: Managed executive and director calendars, coordinated meetings, and scheduled community presentations and tours.
Guest Services Manager/Shuttle Driver/Tour Guide
Seavey's Ididaride
05.2015 - 03.2021
- Led guest services operations in a high-volume seasonal environment.
- Supervisory: Directed front-desk operations and managed high-volume communications, often acting as a main point of contact for complex issues.
- Community Engagement: Developed strong client relationships through personalized attention and managed group bookings and event coordination.
- Auditing & Standards: Conducted regular audits to ensure compliance with company standards in service quality and safety (aligns with ensuring program standards).
- Supervised guest service team, ensuring exceptional customer experiences and adherence to company standards.
- Resolved guest inquiries and complaints effectively, maintaining high satisfaction levels throughout the season.
- Coordinated daily operations, optimizing workflows to improve service delivery and response times.
- Established strong relationships with local partners, fostering collaboration for enhanced guest experiences.
- Mentored staff on best practices in guest relations, promoting a culture of excellence within the team.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Increased repeat business by ensuring exceptional customer service and maintaining positive guest relationships.
- Reviewed daily bookings, preparing guest rooms prior to arrival.
Skills
- Leadership & Program Management
- Staff & Volunteer Supervision and Mentorship
- Program Development and Event Planning
- Conflict Resolution and Solution-Driven Problem Solving
- Financial & Administrative Oversight
- Fiscal Responsibility (A/R, A/P, Budgeting)
- Confidential Record Keeping and Data Management
- Database Proficiency (Access, Penelope, Excel, SharePoint)
- Excellent Organizational Skills and Attention to Detail
- Community Engagement
- Public Relations
- Cultivating Donor Relationships and Sponsorships
- Exceptional Customer Service and Interpersonal Communication
- Commitment to Integrity, and Diversity inclusion
- Teamwork and collaboration
- Multitasking and organization
- Driven and outgoing, and motivated
- Interpersonal skills
- Administrative support
- Project management
- Training coordination
- Report writing
- Staff support
- Research abilities
- Event planning
- Community outreach/ presentation coordination
- Student/staff/volunteer records management
- Vendor relationship management
- Document control
- Multiple priorities management
- Operations support
- Multitasking and time management
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Excellent communication
- Critical thinking
- Organizational skills
- Telephone and email etiquette
- Active listening
- Adaptability and flexibility
- Customer and client relations
- Office management
- Software knowledge
- Calendar management
- Travel arrangements
- Creative problem solving
- Community outreach
- Documentation management
- Multi-line phone systems
- Logistics coordination
- Teamwork
- Multitasking Abilities
- Reliability
- Team collaboration
- Effective communication
- Document and file management
- Customer relations and communications
Timeline
Program / Administrative Assistant
Lighthouse Center for Vital Living
12.2022 - 10.2025
Office Assistant
Duluth Masonry and Concrete LLC
01.2021 - Current
Guest Services Manager/Shuttle Driver/Tour Guide
Seavey's Ididaride
05.2015 - 03.2021
A.A.S. - Criminal Justice
Wisconsin Technical College