KELLEE HEARD
Cleveland Heights,OH
Summary
As a creative and professional individual, I have a proven track record in effectively managing and coordinating programs to align with organizational goals. My problem-solving approach is articulate, motivational, and analytical. I have expertise in team collaboration and problem-solving, driving results even in high-stress environments. Skilled in handling operational and outreach program functions, I am not afraid to take on multiple roles to achieve dynamic objectives. With strong organizational skills and dependability, I successfully manage multiple priorities while maintaining a positive attitude. Always willing to assume added responsibilities to meet team goals.
Overview
27
27
years of professional experience
Work History
Program Coordinator
Cuyahoga County
07.2024 - Current
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Developed effective communication strategies for improved collaboration among team members, resulting in increased productivity.
- Collaborated with various teams to uncover issues, identify applicable solutions, and offer guidance.
- Developed and recommended policies and procedures for evaluating programs.
Administrative Support
Cuyahoga Job and Family Services
04.2007 - 07.2024
- Coordinate with other departments to ensure compliance with established policies
- Perform general administrative support such as filing, logging of documents, photocopying and other clerical tasks
- These skills include time management, computer proficiency, attention to detail, communication, organization, adaptability, problem-solving, customer service, multi-tasking, and confidentiality
- Maintain, prepare, organizing and storing information on paper and digital form
- Manage calendar and schedule & coordinate meetings, appointments and assist in resolving any administrative issues
- Dealing with queries on the phone and by email
- Monitor level of supplies and maintenance
- Provided comprehensive administrative support to the Utilization Management department, contributing to a well-coordinated work environment.
Customer Service Aide
Cuyahoga Job and Family Services
06.1998 - 04.2007
- First point of contact serving the customer by providing information, responding to requests and resolving problems
- Handles complaints, provide appropriate solutions, and follow up to resolve any issues by implying empathy, patience and adaptability
- Communicating with a diverse population while building rapport to achieve client/customer satisfaction
Education
Some College (No Degree) - Social Work
Ohio State University
Columbus, OhioSkills
- Detailed oriented
- Strong communication skills
- Time management
- Independent
- Problem solver
- Coaching skills
- Diligent
- Organized
- Microsoft Office skills
- Program optimization
- Customer service experience
- Issue resolution
Accomplishments
Trainings
Civil Treatment
FTI
Civil Rights
Ethics Training
SETS (Child Support Data base)
SSP (Self Service Portal)
New case worker training
CRM (Customer Relations Management System)
SACWIS (Children and Family Services data base)
ICASE (Juvenile Court data base)
CATS
TRAVERSE (Child welfare System)
MITS (Medicaid Information Technology)
Timeline
Program Coordinator
Cuyahoga County
07.2024 - Current
Administrative Support
Cuyahoga Job and Family Services
04.2007 - 07.2024
Customer Service Aide
Cuyahoga Job and Family Services
06.1998 - 04.2007
Some College (No Degree) - Social Work
Ohio State University