Lonette Alexander
Houston
Summary
Dynamic Human Services Caseworker with Texas Health and Human Services, skilled in motivational interviewing and critical thinking. Proven ability to enhance client satisfaction through tailored support and effective problem resolution. Recognized for establishing strong relationships with clients, leading to improved service outcomes and a commitment to ethical practice in diverse environments.
Qualified Human Services Caseworker with strong background in providing support and advocacy for diverse client populations. Successfully guided clients through complex systems to access essential services and resources. Demonstrated expertise in crisis intervention and case management, ensuring timely and effective assistance.
Human Services Professional with strong expertise in case management, client support, and community resources. Demonstrates reliable focus on team collaboration and achieving results, with adaptability to meet changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Recognized for effective communication and empathetic support.
Supportive Human Services Technician offering agility and confidence in stressful circumstances. Meticulous enrollment facilitator with skill in database management and accurate recordkeeping. Liaises between clients and service providers, translating details and assisting aid recipients with paperwork completion.
Dedicated Social Worker provides exceptional professional care and implements appropriate interventions. Utilizes variety of resources to identify unique needs and assist vulnerable populations. Adept at establishing strong rapport with individuals from diverse backgrounds.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Dynamic individual with hands-on experience in and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Human Services Caseworker
Texas Health and Human Services
06.2021 - Current
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Interviewed applicants for services and supported application completion as necessary.
- Described procedures, requirements, and benefits to clients and interested parties.
- Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
- Assessed barriers, strengths and needs of each family and worked quickly to remediate.
- Worked with others to manage numerous competing interests simultaneously and delegate accordingly to maximize productivity.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Coordinated transportation services when necessary to enable client participation in vital programs or appointments.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Bus Driver
Spring ISD
06.2017 - 05.2020
- Kept bus interiors clean and tidy to provide comfortable passenger environments.
- Completed pre- and post-trip bus inspections for safe passenger transportation.
- Maintained a clean and sanitary bus interior by regularly inspecting for cleanliness, removing trash, and reporting necessary repairs to management.
- Operated bus and navigation equipment in alignment with company safety, DOT, and local traffic standards and regulations.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Transported passengers safely along prescribed routes according to tight schedules.
- Conducted pre-trip inspections of bus for safe operation.
- Acted calmly, productively and professionally under pressure for helpful emergency response.
- Assisted passengers with disabilities, ensuring safe boarding, comfortable travel, and proper disembarking procedures were followed.
- Communicated regularly with central dispatch teams to report delays and route changes.
- Performed bus driving duties while keeping student safety in mind to maintain good safety record.
- Navigated challenging weather conditions safely while keeping passengers informed of potential delays due to hazardous road situations.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Enhanced passenger safety by conducting thorough pre-trip inspections and maintaining a clean bus environment.
- Received excellent customer reviews for friendly, punctual transport services.
- Kept accurate records of daily logs, incident reports, maintenance checklists, and fuel consumption data for company reference.
- Promoted positive rider experience by providing courteous, attentive service and addressing customer concerns promptly.
- Remained current on local traffic regulations and attended regular training sessions to maintain up-to-date knowledge of industry best practices.
- Retained bus system, route and stop knowledge for informative customer advice.
- Developed strong rapport with regular passengers by providing friendly service, remembering names, engaging in conversations when appropriate.
- Maintained driver's license to enable legal operation of school buses for student transport, field trips, and other purposes.
- Implemented proper emergency procedures as needed, addressing any potential hazards and ensuring the safety of all passengers on board.
Customer Service Manager
Alorica
01.2013 - 02.2018
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Boosted customer retention rates through personalized follow-up strategies.
- Developed customer service manual to standardize procedures across all departments.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Enhanced communication skills of team members with targeted workshops.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
Education
High School Diploma -
Adams City High School
Denver, CO08-1995
Skills
- Self-care techniques
- Homelessness support
- Human trafficking awareness
- Motivational interviewing
- Disability services
- Ethical practice
- Multicultural sensitivity
- Suicide prevention
- Behavioral health
- Empathy development
- Individual counseling
- Anger management
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Professional telephone demeanor
- Customer satisfaction measurement
- Client relations
- Payment processing
- Call center operations
- Microsoft PowerPoint
- Microsoft Office Suite
- Administrative support
- Documentation
- Data collection
- Product sales
- Customer education
- Dispute resolution
- Filing
- Product and service solutions
Timeline
Human Services Caseworker
Texas Health and Human Services
06.2021 - Current
Bus Driver
Spring ISD
06.2017 - 05.2020
Customer Service Manager
Alorica
01.2013 - 02.2018
High School Diploma -
Adams City High School
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