Jocelyn Estes
Lynchburg,VA
Summary
Resident counselor equipped to guide clients through challenges and foster personal growth. Strong background in providing emotional support, conflict resolution, and developing coping strategies. Proven ability to collaborate effectively within team to achieve impactful results. Adaptable and dependable with focus on active listening, empathy, and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Counseling Residency
Thomas Road Baptist Church Counseling
10.2021 - Current
- Maintained high level of patient confidentiality to comply with all federal and company regulations.
- Counseled clients to help understand and overcome personal, social and behavioral problems.
- Maintained up-to-date clinical documentation via electronic recordkeeping systems.
- Conducted client consultations and collaborated with other agency professionals to discuss courses of treatment.
- Implemented specific interventions to decrease behavior excesses and increase behavioral deficits.
- Contributed to team meetings with insights from client sessions, aiding in continual improvement of counseling services and strategies.
- Developed strong rapport with diverse clientele by demonstrating empathy, active listening, and cultural sensitivity during therapy sessions.
Assistant Director
Liberty University Online
05.2017 - Current
- Listen to agents call and coach them to help them communicate with potential students multiple times a month
- Conducted weekly team meetings to stimulate teamwork
- Worked with fellow Assistant Directors to cohesively lead the department and continuously checked in with one another
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills on their anniversaries
- Established partnerships with local high schools and community colleges to promote transfer opportunities, increasing incoming transfer student numbers.
- Aided the Director as needed
- Assisted with the hiring, and onboarding process for new phone agents to maintain a high-quality staff.
Senior Agent
Liberty University Online
02.2016 - 05.2017
- Maintained detailed records of all transactions using CRM software, ensuring an organized workflow within the agency.
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks.
- Supervised team of 15 for about 3 months, providing exceptional coaching and mentoring.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Aided the workforce mangers on the weekends and watched the ques to ensure they were not to high while answering chat questions
Phone Agent
Liberty University Online
08.2012 - 02.2016
- Started in Consulting and was promoted to position of Senior Agent, however, switched departments to Admissions so became a phone agent again
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Pleasantly greeted customers on phone and asked open-ended questions to determine reason for call.
- Handled escalated calls with professionalism, finding resolutions that satisfied both customer needs and company guidelines.
- Collaborated with team members to achieve and maintain high-quality service standards consistently.
- Supported colleagues during high call volume periods, demonstrating strong teamwork skills, and contributing to a positive working environment.
- Showcased strong multitasking skills; managed multiple lines while accurately inputting data into software systems.
- Navigated multiple software applications simultaneously to efficiently manage customer inquiries and provide accurate information.
- Maintained detailed records of each interaction, documenting customer concerns and actions taken for future reference or analysis purposes.
Child Care
Self-employeed
03.2012 - 07.2012
- Established positive relationships with families based on trust, professionalism, and mutual respect for successful partnership in child care provision.
- Assisted with child care responsibilities, fostering a nurturing and supportive environment for children in the household.
Cashier
Bath & Body Works
10.2011 - 03.2012
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Children's Director
Riva Trace Baptist Church
06.2009 - 08.2011
- Created and maintained safe and nurturing environment for children.
- Recruited and trained volunteers and staff in care of children and facility procedures.
- Adhered to security processes and sign-in and sign-out procedures for children, parents and visitors.
- Vetted volunteers and interested parties for criminal history or issues risking children.
- Engaged with parents and families to build positive relationships for children to thrive.
- Furnished facility with supplies, equipment, food and materials to foster social and cognitive development.
- Modernized instructional plans and educational approaches to enhance student learning.
Teacher
Spartanburg Christian Academy
08.2005 - 06.2009
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.
- Improved students'' reading comprehension by implementing diverse teaching strategies and materials.
Kindergarten Teacher
Doris Todd Memorial School
08.2002 - 06.2005
- Built positive relationships with students and families for safe, trusted learning support.
- Enhanced classroom management by establishing clear expectations, rules, and routines.
- Improved student reading skills by implementing phonics-based instruction and guided reading activities.
- Increased parent involvement through regular communication and parent-teacher conferences.
- Exercised good classroom management focused on positive behavior support by clearly articulating fair and consistent expectations along with appropriate natural consequences.
- Adapted teaching methods and materials to meet evolving educational standards and best practices, ensuring high-quality education.
- Delivered structured lessons on readiness skills by emphasizing phonics, language skills, literature, and handwriting.
Education
Master of Arts - Professional Counseling
Liberty University
Lynchburg, VA10-2019
Master of Arts - Youth And Family Counseling
Capital Bible Seminary
Lanham, MD06-2012
Bachelor of Arts - Education
Washington Bible College
Lanham, MD05-2002
Skills
- Assessment tools
- Problem-Solving
- Teamwork and Collaboration
- Case File Management
- Problem-solving abilities
- Active Listening
- Effective Communication
- Relationship Building
- Emotional Support
Timeline
Counseling Residency
Thomas Road Baptist Church Counseling
10.2021 - Current
Assistant Director
Liberty University Online
05.2017 - Current
Senior Agent
Liberty University Online
02.2016 - 05.2017
Phone Agent
Liberty University Online
08.2012 - 02.2016
Child Care
Self-employeed
03.2012 - 07.2012
Cashier
Bath & Body Works
10.2011 - 03.2012
Children's Director
Riva Trace Baptist Church
06.2009 - 08.2011
Teacher
Spartanburg Christian Academy
08.2005 - 06.2009
Kindergarten Teacher
Doris Todd Memorial School
08.2002 - 06.2005
Master of Arts - Professional Counseling
Liberty University
Master of Arts - Youth And Family Counseling
Capital Bible Seminary
Bachelor of Arts - Education
Washington Bible College
Similar Profiles
Derrick NelsonDerrick Nelson
Care and Counseling Intern at Thomas Road Baptist ChurchCare and Counseling Intern at Thomas Road Baptist Church
Caleb MalinaCaleb Malina
Student Ministry Intern at Thomas Road Baptist ChurchStudent Ministry Intern at Thomas Road Baptist Church
Rachel RichRachel Rich
Volunteer With Thomas Road Foster and Adopt at Thomas Road Baptist ChurchVolunteer With Thomas Road Foster and Adopt at Thomas Road Baptist Church