Kasandra Henderson
Country Club Hills,IL
Summary
Personable and dedicated Customer Service Representative with extensive experience in not for profit and transportation industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Manager, Second Chance Program
Chicago Transit Authority
Chicago, IL
10.2014 - 07.2023
- Acted as a liaison between the Authority and various program partners to ensure program development and sustainability
- Oversaw training initiatives, analyze training needs, set objectives and assess the overall effectiveness of training efforts
- Oversaw workshops, orientations, career coaching and professional development initiatives to ensure program participant development and performance improvement
- Implemented findings and new practices in Authority workforce development and training programs
- Measured outcomes of the Second Chance Program and initiates continuous improvement efforts to ensure program’s success
- Hired, trained, developed, monitored, and evaluated performance of staff
- Identified future community partnerships that aligned with the department goals, vision and objectives.
Coordinator, Second Chance Program
Chicago Transit Authority
Chicago, IL
10.2014 - 07.2023
- Responsible for bi-weekly application workshops and orientations for new Second Chance participants
- Coordinated the on-boarding process of Second Chance Bus Servicers to Rail Car Servicers or Rail Janitor transfers
- Supervised over 200 Second Chance Bus Servicers, Rail Car Servicers and Rail Janitors
- Responsible for the interviewing process of permanent hires
- Responsible for monthly reporting distributed internally and externally
- Kept track of all the recruitment by maintaining a good working partnership with 19 Social Service Agencies
- Held quarterly Second Chance Agency meetings to provide partners with updates on the Second Chance program
- Held quarterly Second Chance Manager meetings to collaborate on success in the workplace
- Contributed to the strategy of material development of the Second Chance Program
- Presented at off-site job fairs, resource fairs and job readiness workshops
- Coordinated the Second Chance Priority Careers Program (awarded $750K grant by the Federal Transit Administration) that provided training for over 200 Second Chance participants gaining advanced skills to compete in the transportation industry.
Social Emotional Learning Counselor/Classroom Assistant
SGA Youth & Family Service
Chicago, IL
02.2013 - 10.2014
- Presented subject matter to youth utilizing the direction and guidance of the online education curriculum
- Tutored and assisted youth individually or in small groups
- Observed youths’ performance and recorded relevant data to assess progress
- Provided social emotional learning, mentorship and advocacy services to youth ages 16-21
- Provided social emotional learning using SGA approved curriculum in small group settings and worked with each youth individually on a daily basis
- Developed and documented lesson plans to support social emotional learning skills and provided youth with opportunities to practice skills
- Helped to determine what methods each youth should use in order to avoid risk-taking factors and reach their goals.
Resource Coordinator/South Shore International College Preparatory High School
SGA Youth & Family Service
Chicago, IL
02.2013 - 10.2014
- Planned and managed after school programs for students and programs for parents
- Developed, maintained and publicized a schedule of programs offered through the Community Schools Initiative
- Engaged, coordinated and supported leadership and staff, parents, community members and students to create a safe and healthy learning environment
- Recruited, interviewed, hired and monitored individuals and organizations that offered programs and services to meet the needs of the school and students
- Managed a $75,000 budget in collaboration with agency and school, purchased goods and ensured the payment of personnel and vendors
- Responsible for tracking student and parent participants in database tracking system, City Span.
Education
Master of Science, Speech Communication -
Southern Illinois University - Carbondale
Bachelor of Science, Concentration in Public Relations, Speech Communication -
Southern Illinois University - Carbondale
Skills
- Quality Assurance
- Partnership Development
- Project Management
- Regulatory Compliance
- Community Outreach
- Program Leadership
- Onboarding and Training
- Public Speaking
- Interpersonal Skills
- Human Resource Management
- Decision-Making
- Flexible and Adaptable
- Verbal and Written Communication
- Recruitment and Hiring
- Experience with managing state and federal grants
- Outreach specialist
- Program and case management experience
- Spreadsheet, database and file management
- Attention to Detail
- Event Planning and Execution
Accomplishments
- Recipient of the 2022 Kathy Osterman Award for outstanding mentor recognizing the work of city employees by former Chicago's Mayor Lori E. Lightfoot.
- Chicagoland Workforce Leadership, Class of 2019, Economic Opportunities Program
Timeline
Manager, Second Chance Program
Chicago Transit Authority
10.2014 - 07.2023
Coordinator, Second Chance Program
Chicago Transit Authority
10.2014 - 07.2023
Social Emotional Learning Counselor/Classroom Assistant
SGA Youth & Family Service
02.2013 - 10.2014
Resource Coordinator/South Shore International College Preparatory High School
SGA Youth & Family Service
02.2013 - 10.2014
Master of Science, Speech Communication -
Southern Illinois University - Carbondale
Bachelor of Science, Concentration in Public Relations, Speech Communication -
Southern Illinois University - Carbondale
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