Jacqueline Coates
Baltimore,MD
Summary
Insightful Counselor in Grief and Anxiety Disorders with strong background helping clients overcome personal challenges and cope with triggering situations. Focused on facilitating exploration of issues, developing individualized plans and developing important skills. Initiating Temperament Assessment Profile-(APS)
Overview
25
25
years of professional experience
Work History
National Case Steward on Call
National Treasury Employees Union
02.2010 - 12.2020
- Delivered excellent customer service by addressing and resolving employee inquiries and complaints.
- Handled employee grievances and complaints for resolution with Upper Management
- Interviewed employee concerning reasonable grievances to determine appropriate action of resolution
- Mediated and Arbitrated complaints for employees, utilizing union contraction and laws
- Maintained detailed records of patient progress, documentation of services and case notes
Customer Service Representative
Dept. Of Treasury
11.1995 - 12.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Met customer call guidelines for service levels, handle time and productivity.
Administrative Assistant (Detailed Position)
Dept Of Treasury
07.2017 - 10.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Established administrative work procedures to track staff's daily tasks.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
Education
Certificate Licensed Pastoral Counselor - Pastoral Counseling
Family Bible University
Baltimore, MD02.2013
Bachelor of Arts - Business Administration And Management
Coppin State University
Baltimore, MD05.2017
Licensed Pastoral Counselor -
National Christian Counseling Association
Sarasota, FL09.2023
Skills
- Individual and Family Therapy
- Administering Personality Assessments (APS)
- Interviewing and counsel's to determine initial request and path of service
- Familiar with Anxiety Disorders
- Specialized Training in Grief Counseling
- Character Building
- Behavior Management Techniques
- Interventions
Timeline
Administrative Assistant (Detailed Position)
Dept Of Treasury
07.2017 - 10.2020
National Case Steward on Call
National Treasury Employees Union
02.2010 - 12.2020
Customer Service Representative
Dept. Of Treasury
11.1995 - 12.2020
Certificate Licensed Pastoral Counselor - Pastoral Counseling
Family Bible University
Bachelor of Arts - Business Administration And Management
Coppin State University
Licensed Pastoral Counselor -
National Christian Counseling Association
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