Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jacquala Givens

Tolleson,Arizona

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience

Work History

Credit Consultant / Sales Trainer

Progrexion Teleservices
08.2019 - 04.2023
  • Provided continuous support, feedback and coaching for new hire agents to improve their performance
  • Facilitated training content through classroom, online and personalized individual coaching sessions
  • Mentored, trained and coached other coworkers as needed
  • Provided sales systems training
  • Help transitioned agents from on-site to virtual / zoom learning
  • Set expectations of high performance standards
  • Maintained new hire employee’s records, including coaching information
  • Navigated all Microsoft programs on a consistent basis (Excel, Email, Word etc.)
  • Maintained compliance with various regulations associated with credit repair services
  • Connected with clients and provided solutions for accomplishing their dreams through improved credit worthiness
  • Handled inbound/outbound calls from multiple sources and leads
  • Complied with internal controls and government regulations.
  • Analyzed and monitored portfolio credit performance against expectations and recommended improvement strategies.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Recorded and edited videos to facilitate remote learning.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Tracked attendance and evaluated progress for assigned trainees.
  • Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
  • Educated clients on proper use of products and systems.
  • Monitored participant workflow and behaviors throughout training process.
  • Analyzed team performance and identified opportunities for additional training.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Managed account data and verified information with clients, past creditors and other involved parties.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.

Fraud Prevention Specialist/ Customer Service

Macy's Credit Customer Service
10.2015 - 02.2019
  • Respond to Surveys and Complaints via e-mail
  • Followed up with customers by doing outbound calls
  • Provided outstanding customer service, and excellent decision making skills to external and internal customers on a consistent basis
  • Track purchases made on macys.com website
  • Input complaints in complaints tool
  • Approve and denied orders
  • Verify funds with financial institutions
  • Pull credit bureau information to verify customer’s information
  • Take payments as well as make payment arrangements
  • Assist customers with their rewards or any issues they had with their Macy’s money
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Worked effectively in fast-paced environments.
  • Resolved problems, improved operations and provided exceptional service.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Visitation Supervisor

Life Tran Corporation
05.2018 - 09.2018
  • Documented visits without bias or personal beliefs using professional documentation practices
  • Ensured the safety of children at all times
  • Provided maximum opportunities for parent-child contact and for parents to demonstrate responsibility for the child
  • Educated all parties involved of the visitation, visitation guidelines, limitations and responsibilities of all parties
  • Resolved conflict and de-escalated situations effectively and in a timely matter
  • Documented children’s behaviors on route to the visit
  • Documented the parent’s reaction to the child, parent’s behavior during the visit, child’s reaction to seeing birth parents, and child/parent separation behaviors
  • Ensured all visit notes were detailed, accurate, and submitted in a timely manner
  • Communicated all issues to direct Supervisor immediately
  • Conducted consistent vehicle checks
  • Made sure notes are complete and accurate for judge’s review
  • Lead individualized and group counseling sessions with children and families.
  • Completed comprehensive assessments of families to identify needs and develop treatment plans.
  • Maintained detailed case histories, metrics and reports to meet strict standards.
  • Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.
  • Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
  • Documented data and completed accurate updates to case records.
  • Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
  • Facilitated family meetings to ensure communication and collaboration between family members.
  • Implemented research-based interventions and strategies to support positive behavior and social-emotional development.
  • Conducted outreach to families and other community partners to identify ways to address social, emotional and behavioral needs.
  • Developed and implemented strategies to reduce and prevent family conflict.
  • Documented all relevant information by filling out forms and completing case reports.
  • Devised and implemented safety plans for children suspected as victims of abuse or neglect.
  • Developed and implemented programs to support children's mental health and well-being.
  • Remained objective in handling each case, especially when children and families were in high-stress situations.

Education

Glendale Community College
Glendale, AZ

Cactus High School
Glendale, AZ

Skills

  • Microsoft Office, Microsoft Excel, Email (11 years)
  • Administrative Support
  • Resolve Complaints
  • Operational Efficiency
  • Customer Rapport
  • Key Performance Indicators (KPI)
  • Sales Team Development
  • Recordkeeping Requirements
  • Efficient Sales Transactions
  • Information Updates
  • Corrective Actions
  • Professional Relationships
  • Multitasking Abilities
  • Data Entry
  • Training and Development
  • New Hire Onboarding
  • Class Coordination
  • Project Management
  • Remote Employee Training
  • Sales Leadership Development
  • Microsoft Office
  • Complex Problem-Solving
  • Company Policy Compliance

Timeline

Credit Consultant / Sales Trainer

Progrexion Teleservices
08.2019 - 04.2023

Visitation Supervisor

Life Tran Corporation
05.2018 - 09.2018

Fraud Prevention Specialist/ Customer Service

Macy's Credit Customer Service
10.2015 - 02.2019

Glendale Community College

Cactus High School

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Jacquala Givens