Kathleen Edmunds
Mount Laurel,NJ
Summary
Results-driven professional with extensive experience in child welfare case management. Known for exceptional problem resolution, analytical thinking, and attention to detail. Dedicated to enhancing service delivery and building strong community relationships. Detail-oriented with strong organizational and multitasking abilities. Demonstrated expertise in customer relations management and conflict resolution. Ready to leverage analytical skills to drive program effectiveness and enhance service delivery.
Overview
27
27
years of professional experience
Work History
Supervising Family Service Specialist
State Of New Jersey Division Of Child Protection
Trenton, NJ
10.1993 - 09.2020
- Provided assistance in child welfare case management and documentation processes.
- Conducted interviews with families to gather relevant information for assessments.
- Collaborated with social workers to develop service plans for children and families.
- Facilitated training sessions on child protection policies and procedures for staff.
- Engaged with community resources to connect families with necessary services.
- Evaluated program effectiveness through feedback from clients and stakeholders.
- Coordinated communication between various departments to enhance service delivery.
- Provided training to new staff members on the proper use of tools, equipment, supplies, processes. related to service operations.
- Developed and maintained positive relationships with customers through courteous interactions and prompt resolution of issues.
- Assisted in resolving customer complaints by utilizing problem-solving skills.
- Responded promptly to customers' concerns and coordinated swift resolutions to handle service issues.
- Organized daily work schedule to ensure efficient use of time while adhering to company policies and procedures.
- Ensured compliance with applicable laws, regulations, safety standards, and internal policies and procedures when providing service.
- Coached front-line team members in strategies to improve customer service and proactively mitigate issues.
- Demonstrated strong attention-to-detail when performing quality assurance tests after completing a job.
- Participated in team meetings regularly in order to share ideas or provide updates on progress towards goals.
- Provided guidance and support to junior staff members when needed.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Mentored junior team members and managed employee relationships.
Education
New Jersey Real Estate License - Licensed Sales Person
M.W.Funk Realty School
Cherry Hill, NJ06-1986
Some College (No Degree) - Human Services , Business Administration
Burlington County College
Pemberton, NJSome College (No Degree) - Life Coaching
New York University
New York, NYSkills
- Customer relations management
- Problem resolution and troubleshooting
- Analytical and critical thinking
- Attention to detail
- Documentation compliance
- Leadership skills
- Multitasking and organization
- Interpersonal communication
- Conflict resolution
- Telephone etiquette
Timeline
Supervising Family Service Specialist
State Of New Jersey Division Of Child Protection
10.1993 - 09.2020
New Jersey Real Estate License - Licensed Sales Person
M.W.Funk Realty School
Some College (No Degree) - Human Services , Business Administration
Burlington County College
Some College (No Degree) - Life Coaching
New York University