JO ANN ANDERSON
Milwaukee,WI
Summary
Adaptable and driven professional with a strong work ethic, dedicated to supporting clients in obtaining the services they need. Exceptional communication and interpersonal skills enable effective client satisfaction. Multi-talented Case Manager with expertise in communicating with multicultural and diverse populations to meet their unique needs. Committed to achieving top outcomes for clients through excellent time management, communication, and problem-solving abilities. Flexible and eager learner ready to contribute to team success. Experienced Counselor well-versed in local markets, job search strategies, and available educational opportunities. Energetic and compassionate nature allows personal connection and guidance through important career decisions. Deep understanding of career counseling principles with strong communication and problem-solving skills. Committed to making a positive impact by helping individuals achieve their career goals. Hardworking and passionate job seeker with strong organizational skills eager to help team achieve company goals.
Overview
25
25
years of professional experience
Work History
CAREER NAVIGATOR/EMPLOYMENT & TRAINING SPECIALIST
State of Wisconsin-Department of Workforce Development
04.2022 - 06.2024
- Facilitated group workshops on resume writing, interview techniques, and job search strategies to empower clients in their career pursuits.
- Established strong relationships with community organizations and educational institutions to expand resources available for clients'' professional development.
- Addressed barriers faced by underrepresented populations in accessing meaningful employment opportunities by developing culturally sensitive programming options.
- Promoted the importance of lifelong learning and professional development by connecting clients with relevant training programs and educational opportunities.
- Improved client confidence levels by offering targeted advice on self-presentation during interviews and networking events.
- Maintained accurate records of client progress and outcomes, contributing to program evaluation efforts.
- Conducted comprehensive assessments to identify clients'' skills, interests, and values, formulating individualized career plans.
- Initiated outreach efforts to attract potential participants into the Career Navigator program through presentations at community events, job fairs, and information sessions.
- Assessed labor market trends to inform the design of relevant career development programs and services.
- Evaluated workshop content regularly based on participant feedback, making necessary adjustments towards continuous improvement efforts.
Veterans Service Representative
Department of Veterans Affairs
10.2020 - 10.2021
- Assisted veterans in preparing forms, documents and applications for benefits
- Interviewed veterans and dependents to determine eligibility for federal and state benefits
- Reviewed claim folders for completeness and conformity to guidelines prior to submission
- Improved communication with veterans by providing empathetic listening and clear explanations of benefits and procedures.
- Increased accuracy in benefit determinations by thoroughly researching military records, medical documentation, and other relevant materials.
Customer Service Representative
BMO Harris Bank
12.2018 - 05.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Uphold strict quality control policies and procedures during customer interactions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Reviewed customer account information to determine current issues and potential solutions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Uphold privacy and security requirements established by [Type] regulatory agencies
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
City Of Milwaukee
05.2019 - 04.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Uphold strict quality control policies and procedures during customer interactions
- Reviewed customer account information to determine current issues and potential solutions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Made outbound calls to obtain account information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Income Maintenance Caseworker
Milwaukee County State of Wisconsin
08.1999 - 09.2016
- Analyzed public assistance applications and determined eligibility for benefits
- Planned and organized 1000 caseloads to ensure timely eligibility determinations weekly
- Gathered information via telephone, mail, or in person from clients applying for assistance.
- Reduced errors in benefit calculations by regularly reviewing and updating financial data in client records.
- Determined if applicants met eligibility for public assistance programs.
- Managed a large caseload of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
- Interviewed persons applying for public assistance programs
- Participated in and successfully completed on-the-job training, including New Worker Training and Ongoing Refresher Training
- Interacted with people from different cultures daily, providing high level of respect and patience with each interaction
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance
- Conducted interviews with applicants, explaining benefits process and which programs were available
- Called applicants to set up appointments and explain benefits processes
- Reviewed criteria for different aid programs to determine eligibility for various applicants
- Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Prioritized and organized tasks to efficiently accomplish service goals
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
- Expedited resolution of client concerns by addressing questions promptly or escalating issues to supervisors as needed.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
- Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
- Promoted positive relationships with community partners by maintaining professional communication at all times during referrals or service coordination efforts.
- Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
- Assisted clients with completion of applications and paperwork.
- Interviewed applicants and explained scope of different available benefits.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
Education
Associate of Arts - Liberal Arts Studies
Milwaukee Area Technical College
Milwaukee, WI05.1982
Skills
- Active listening
- Problem resolution
- Friendly, positive attitude
- Time management
- Critical thinking
- Cross-cultural communication
Timeline
CAREER NAVIGATOR/EMPLOYMENT & TRAINING SPECIALIST
State of Wisconsin-Department of Workforce Development
04.2022 - 06.2024
Veterans Service Representative
Department of Veterans Affairs
10.2020 - 10.2021
Customer Service Representative
City Of Milwaukee
05.2019 - 04.2020
Customer Service Representative
BMO Harris Bank
12.2018 - 05.2020
Income Maintenance Caseworker
Milwaukee County State of Wisconsin
08.1999 - 09.2016
Associate of Arts - Liberal Arts Studies
Milwaukee Area Technical College
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