IVORY S. LEE
Newark,DE
Summary
Dedicated customer service professional with experience in a fast-paced environment seeking an opportunity in a team-orientated company. Adept at handling a wide range of contact methods while accurately documenting customer issues and providing first class service with every interaction. Committed to maintaining professional relationships with clients to increase profitability and drive business results. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Anti Human Trafficking Coordinator
Salvation Army
Wilmington, , Delaware
03.2021 - Current
- Trained and observed managers and employees on being trauma informed.
- Assisted in upkeep of yearly budget for program
- Interviewed potential clients, to determine program eligibility
- Work with different organizations including Homeland Security, FBI and also all police departments in Delaware to assist victims.
- Worked with senior case managers to coordinate team development activities and trainings.
- Referred families to shelters, legal resources and educational programs, maintaining community relationships.
- Make sure accurate records re kept for funds spent, and solve and discrepancy that may come up during audits.
- Maintain order and assist in running of shelter.
- Assisted program manager with researching grants and grant writing tasks.
CORRECTIONAL OFFICER
Commonwealth of Pa. SCI Chester
Chester , PA
01.2017 - Current
- Enforce rules and follow code of ethics.
- Inspect facility to ensure safety and security standards.
- Supervise up to 126 inmates alone.
- Keep current with trainings, certifications and policies.
- Search constantly for contraband in cells, common areas and on offenders.
- Deescalate violent and respond appropriately to medical emergencies.
- Work with civilians providing customers service and information about facility.
- Data entry with state operating computer systems.
- Interview inmates, when alleged offence has taken place
- Be attentive to our medically impaired inmates, both in and out infirmary.
- Follow guidelines for Covid-19 safety and make sure offenders adhere to social distancing guidelines and all current CDC and PA guidelines for our facility. Temperature check and administer Covid- nasal test.
Case Manager
Church Of God Mission House
Philadelphia, PA
8 2009 - 6 2014
- Provide crisis intervention and referrals on 24 hour hotline to those seeking shelter and other services, not limited to human trafficking domestic violence.
- · Transfer emergency hospital calls to on-call advocates as needed
- · Completes shelter intakes and provide orientation to incoming residents - Communicate shelter guidelines and expectations to residents as outlined
- · Provide direct services to victims and their children including intensive case management, crisis intervention, safety planning, advocacy, parenting support, information and referrals
- · Provide court accompaniment, as necessary
- · Complete all paperwork and dailies by end of each shift
- · Assures quality service by documenting client activity, maintaining accurate statistical data, filling out forms and records in a timely manner and following all ethical and legal requirements
- · Complete exit paperwork for residents moving out: clean/sanitize rooms after residents exit and prepare for the next resident
Customer Service Agent
US Airways
Phila, PA
9 2005 - 7 2007
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle. Provided customers with information about availability and pricing.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Handled billing information over phone.
- Provided exceptional customer service, resolved various discrepancies for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Finacial Aid Officer
Harrison Career Institute
Philadelphia, PA
4 2003 - 8 2005
- Provided financial aid counseling to enrolled and prospective students.
- Reviewed financial aid appeals, issuing secondary and final judgments on award packages.
- Designed financial aid reward packages, aligning contents with individuals' monetary and logistical needs.
- Provided stellar customer service to prospective students and active students. Problem solving where needed.
- Counseled students and parents about financial aid options and program details.
Education
Bachelor of Science - Criminal Justice
Strayer University
Springfield PA05.2022
Basic Life Support Certification
02.2021
Certified Nurse AssistantCPR First Aid & AED Certified -
American Red Cross
Philadelphia, PA2006
Skills
- Excellent organization and problem-solving skills
- Team player also effective working individually
- Able to think clearly and make sound decisions while in duress situations
- Able to multi-task various projects while completing daily assignments
- Detailed oriented, being able to think outside the box while adhering to policy
- Attentive, and clear communications skills in customer service
- Communications skills
Certification
- Nortary Republic of Delaware
Notary Republic of Delaware
Serving as a public and impartial witness to the signing of important documents
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Anti Human Trafficking Coordinator
Salvation Army
03.2021 - Current
CORRECTIONAL OFFICER
Commonwealth of Pa. SCI Chester
01.2017 - Current
Case Manager
Church Of God Mission House
8 2009 - 6 2014
Customer Service Agent
US Airways
9 2005 - 7 2007
Finacial Aid Officer
Harrison Career Institute
4 2003 - 8 2005
Bachelor of Science - Criminal Justice
Strayer University
Basic Life Support Certification
Certified Nurse AssistantCPR First Aid & AED Certified -
American Red Cross
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