Jarhonda Wallace
Denton
Summary
Results-driven professional with over 15 years of experience in customer service, time management, and trend analysis. Expertise in troubleshooting complex issues and developing innovative solutions that enhance operational efficiency. Exceptional verbal and written communication skills, combined with a proven ability to foster positive relationships and exceed performance goals. Committed to delivering excellence and driving success in every endeavor, ensuring high satisfaction levels for clients and stakeholders.
Overview
18
18
years of professional experience
Work History
Program Director
Sevita Health
Denton, TX
06.2023 - 02.2026
- Provided leadership and guidance to staff, fostering an environment focused on operational excellence and service quality.
- Implemented and enforced company policies and procedures to ensure program health care and safety standards.
- Monitored progress and effectiveness of treatment and service delivery plans, facilitating necessary adjustments.
- Achieved compliance through active participation in licensing reviews and effective development of correction plans, resulting in streamlined implementation. Facilitated successful licensing reviews and crafted correction plans, leading to enhanced consistency in execution across teams. Delivered effective outcomes in licensing reviews and correction plan development, fostering consistent implementation practices organization-wide.
- Delivered a strategic plan that streamlined execution processes. Achieved cohesive teamwork through effective project coordination. Optimized resource allocation to enhance project efficiency.
- Supported case managers by sharing information about company resources with families. Facilitated connections between families and case managers to enhance communication.
- Facilitated communication with parents, guardians, and professionals to address individual needs, progress, and concerns.
- Oversaw licensure compliance for all assigned homes and programs.
- Oversaw implementation of policies and systems for managing support recipients and company funds.
Community Corrections Specialist
ICCS West
Lakewood, Co
09.2021 - 06.2023
- Facilitated client engagement in pro-social behavior while ensuring safety for staff, clients, and the broader community through vigilant monitoring and enforcement of policies, rules, and regulations across residential, non-residential, and outreach services.
- Oversaw testing procedures for same-sex clients utilizing urinalysis and breathalyzer methods.
- Executed PAT searches, conducted facility inspections, and performed room searches to uphold security protocols.
- Enforced behavioral guidelines to promote acceptable conduct and administer sanctions for violations.
- Executed internal and external rounds and headcounts across the facility to uphold safety standards.
- Facilitated client education on facility policies, rules, and regulations to ensure compliance.
- Demonstrated commitment to fostering an environment of dignity and respect for all individuals.
- Championed adherence to mission values and code of conduct at Intervention Inc.
Customer Service Representative
Kaiser Permanente
Denver, Co
10.2019 - 07.2020
- Facilitated communication by addressing benefit inquiries, resolving issues, and educating callers to enhance customer satisfaction.
- Processed premium payments and facilitated payment arrangements. Assisted clients in establishing payment plans. Collected premium payments and supported clients in managing their accounts.
- Facilitated the ordering of replacement identification cards to maintain member access and security.
- Conducted comprehensive documentation of inquiry outcomes to ensure precise tracking and analysis.
- Cultivated and sustained positive customer relations while coordinating cross-functional efforts to address customer inquiries and requests efficiently.
- Provided tailored product and service recommendations to members, ensuring alignment with customer needs.
Account Manager
Santander
Englewood, Co
11.2015 - 09.2019
- Ensured compliance with state and federal laws, including Fair Debt Collection Practices Act (FDCPA).
- Leveraged dialing technology to enhance communication efficiency and increase right party connections.
- Assessed each account independently and identified optimal resolutions to enhance customer satisfaction and prevent future delinquencies.
- Achieved compliance with established standards and expectations consistently.
- Managed account operations in alignment with business strategy and quality assurance standards.
- Facilitated communication with account holders to define and strategize business requirements and expectations.
Customer Service Representative
R&L Carriers Trucking
Aurora, Co
06.2008 - 02.2014
- Exhibited exceptional communication and telephone skills to enhance client interactions.
- Engaged with customers to provide additional support and ensure resolution satisfaction.
- Managed customer inquiries regarding billing questions, payments, and service requests.
- Thrived in high-pressure environments, demonstrating adaptability and efficiency.
- Executed follow-up calls at customer locations to enhance client relationships.
- Conducted thorough research to provide accurate information, resolving issues and addressing inquiries effectively.
- Executed retention strategies to elevate customer satisfaction and support organizational goals.
Education
Master of Criminal Justice - Criminal Justice
Argosy University
Denver, Co05-2016
High School - undefined
Roosevelt High School
Casper, Wyoming03-1996
Skills
- Contraband inspections
- Offender supervision
- Emergency response
- Inbound and outbound calling
- Case Management
- Records management
- Work detail oversight
- Records maintenance
- Data Entry
- Account Updating
- Incident prevention
- Security procedures
- Multitasking
- Account Management
Timeline
Program Director
Sevita Health
06.2023 - 02.2026
Community Corrections Specialist
ICCS West
09.2021 - 06.2023
Customer Service Representative
Kaiser Permanente
10.2019 - 07.2020
Account Manager
Santander
11.2015 - 09.2019
Customer Service Representative
R&L Carriers Trucking
06.2008 - 02.2014
High School - undefined
Roosevelt High School
Master of Criminal Justice - Criminal Justice
Argosy University