Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Heather Jones

Heather Jones

Denham Springs,Louisiana

Summary

Office administration professional with significant experience in supporting efficient office operations and enhancing productivity. Proven ability to manage administrative tasks, schedules, and communications seamlessly. Known for collaborative spirit and adaptability in dynamic settings, ensuring smooth team collaboration and reliable performance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Connect Coordinator

Empower 225
11.2024 - 09.2025
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Referral follow up.
  • Complete client intakes.
  • Complete need assessments.
  • Data Entry
  • Manage incoming and outgoing calls.
  • Conduct regular status meetings with team members to discuss updates and plan upcoming events.
  • Organize events, meetings, and travel arrangements for staff and clients.
  • Track budget expenses and provide regular updates to management.
  • Coordinate communications between team members and departments.
  • Implement process improvements to increase efficiency in departmental operations.
  • Develop relationships with vendors to negotiate contracts and manage partnerships.
  • Monitor inventory levels of office supplies and equipment needed for daily operations.
  • Improve staff performance through continuous monitoring and training updates.
  • Create and maintain office documentation.
  • Strengthen budget planning by contributing administrative expertise and operational knowledge.
  • Ensure confidentiality and privacy compliance for all case management activities.
  • Participate in professional development opportunities to enhance skills and knowledge.
  • Facilitate regular meetings with clients to review goals and progress.
  • Contribute insights and recommendations to organizational strategic planning efforts.
  • Collaborate with other service providers to ensure continuity of care for clients.
  • Work with clients and families to provide education and facilitate connections with community services and resources.
  • Meet with clients to assess supportive service needs.
  • Adapt communication styles to work effectively with diverse populations.
  • Provide crisis intervention as needed to ensure client safety.
  • Connect clients with community resources and programs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Convey clients to and from events and other related program activities.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.

Street Outreach Director

Empower 225
11.2019 - 11.2024


  • Serve as the point of contact for runaway homeless youth.
  • Provide trauma-informed case management.
  • Develop community partnerships.
  • Handle data entry and reporting for HMIS, Coordinated Entry, and Charity Tracker.
  • Coordinate transportation services.
  • Manage the Drop-in Center.
  • Establish permanent connections for youth.
  • Manage community resources effectively.
  • Supervise support staff and interns assigned to case management duties.
  • Contribute insights and recommendations to organizational strategic planning efforts.
  • Participate in the intake process by collecting, organizing, and analyzing information about individuals.
  • Connect clients with community resources and programs.
  • Engage in professional development opportunities to enhance skills and knowledge.
  • Assist clients in navigating complex systems, including legal, medical, educational, and social services.
  • Meet with clients to assess their supportive service needs.
  • Ensure confidentiality and privacy compliance in all case management activities.
  • Maintain accurate client records and documentation.
  • Provide crisis intervention as needed to ensure client safety.
  • Successfully manage budgets, keeping expenses within target levels and avoiding overages.
  • Update program activities and targets based on the expected needs of the population served.
  • Deliver exceptional program support by recruiting, training, and overseeing a high-quality staff team.
  • Prepare and maintain budgets, personnel records, and training manuals.
  • Educate clients about available services, rights, and responsibilities.
  • Fostered partnerships with local organizations to expand resource availability for underserved populations.
  • Led team meetings to discuss outreach progress, share best practices, and address challenges collaboratively.
  • Organized successful community events that promoted the organization''s mission and raised awareness of its services.
  • Managed volunteer recruitment, training, and retention efforts to support various outreach initiatives.

Ministry Volunteer

HPC Denham Springs New Beginnings
06.2018 - 01.2023
  • Public speaking.
  • Kept operations efficient with expert administrative management of backend needs.
  • Setup/teardown.
  • Logistics/planning.
  • Women's ministry lead.
  • Worked closely with pastoral staff to identify areas where volunteer assistance was needed within the congregation.
  • Helped coordinate Sunday school classes, ensuring appropriate materials were available for teachers.
  • Greeted and welcomed visitors, providing information about the church and its programs.
  • Volunteered at the food pantry or clothing closet, assisting clients with their needs and maintaining inventory levels.
  • Provided childcare during services or special events, ensuring a safe environment for children.
  • Visited homebound members and provided companionship, prayer support, and encouragement.
  • Facilitated communication between various ministry groups by serving on the committee.
  • Led small group discussions or Bible studies as needed.
  • Prepared meals for church functions such as potlucks or fellowship dinners.
  • Maintained cleanliness of church facilities before and after events or services, including restrooms and common areas.
  • Provided biblical education, spiritual guidance, and moral support to community members.
  • Helped church members going through difficult times, offering spiritual counseling and coordinating community service referrals.

Administrative Assistant

Empower 225
10.2018 - 11.2019
  • Event planning.
  • Mass communication for staff volunteers and the community partners.
  • Resource management.
  • Coordinated appointments and schedules for executive staff members.
  • Collaborated with team members on projects to meet deadlines efficiently.
  • Conducted research on various topics as management requested.
  • Handled sensitive information with discretion while maintaining confidentiality protocols.
  • Maintained inventory of office supplies and placed orders.
  • Managed daily office operations and maintained an organized workspace.
  • Processed invoices and expense reports according to company policies.
  • Developed professional relationships with clients through consistent communication and collaboration.
  • Delivered a range of basic and advanced clerical support for daily and special project needs.
  • Offered a professional first impression to visitors and callers and gave knowledgeable assistance.
  • Maintained accurate, updated accounts with new transactions and reconciliations.
  • Compiled records, materials, and forms needed to handle different requests.
  • Supported meetings by setting up spaces and taking detailed notes.
  • Located requested information for different topics by conducting physical or digital searches.
  • Ordered, dispensed, and organized office supplies for team use.
  • Organized and updated file systems, keeping records easily retrievable.
  • Coordinated daily administrative operations, enhancing workflow efficiency and team communication.
  • Managed scheduling and calendar organization for senior leadership, ensuring all commitments were met seamlessly.

Insurance Agent

Performance Insurance
02.2014 - 11.2017
  • Quoted and wrote insurance policies for residential, automotive, flood, and commercial lines.
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
  • Maintained high standards of customer service by building relationships with clients.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Calculated quotes and educated potential clients on insurance options.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
  • Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Expanded client base by actively prospecting for new business opportunities and generating referrals.
  • Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients' unique situations.
  • Identified potential risks in client businesses and recommended appropriate insurance coverage.
  • Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurance.
  • Analyzed claim patterns to recommend policy adjustments, reducing risk and preventing future losses.
  • Fostered team-oriented environment that encouraged collaboration and shared success among agents.
  • Streamlined application processing, significantly reducing wait times for policy approvals and client satisfaction.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Insurance Agent

American Protective
01.2010 - 01.2014
  • Facilitated communication between customers and underwriting teams to expedite claim resolutions.
  • Streamlined workflow processes to reduce response times for customer requests and inquiries.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Assisted customers with completing insurance documents to avoid missed information.
  • Processed insurance policy cancellations and renewals quickly to meet call time targets.
  • Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
  • Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
  • Set up customer payment plans to cover annual policies and renewals.
  • Consistently met or exceeded performance goals related to both sales targets and customer service metrics.

Education

High School Diploma -

Walker High School
Walker, LA
07-2002

Skills

  • Effective listening
  • Customer service
  • Report writing
  • Team leadership
  • Time management
  • Telephone skills
  • Scheduling
  • Data inputting
  • Office administration
  • Administrative support
  • Clerical support
  • Tech-Savvy

Certification

  • First Aid/CPR Certified


Languages

English
Full Professional

Timeline

Connect Coordinator

Empower 225
11.2024 - 09.2025

Street Outreach Director

Empower 225
11.2019 - 11.2024

Administrative Assistant

Empower 225
10.2018 - 11.2019

Ministry Volunteer

HPC Denham Springs New Beginnings
06.2018 - 01.2023

Insurance Agent

Performance Insurance
02.2014 - 11.2017

Insurance Agent

American Protective
01.2010 - 01.2014

High School Diploma -

Walker High School

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