Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mariah Sullender

Sierra Vista,AZ

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience

Work History

Area Supervisor

Equus Workforce Services
09.2013 - Current
  • Supervises TANF case managers
  • Assures that all assigned staff are trained and meet performance targets
  • Oversees performance of the TANF case managers to ensure that participants receive quality and timely services and that program objectives are met
  • Monitors employee work ethics, work schedules, and validate time submissions at the end of each pay period
  • Resolve conflicts that arise with participants and failure to comply issues
  • Interview applicants for vacant positions, and make applicant recommendations to Operations Manager
  • Manages the successful implementation of TANF services and assures that all contractual commitments related to the program are met
  • Ensure training is provided for new employees.

Case Manager

Equus Workforce Services
  • This position provides career guidance and counseling after conducting a thorough individual assessment
  • Also provides case management with a focus on helping customers to prepare for employment that leads to self-sufficiency
  • Help customers maintain eligibility for ResCare services by way of attendance, job search and workshop activities
  • Guide job seekers through the career planning with expert advice
  • Interview customers to gather information on training needs, educational background, work experience, skills, interest and eligibility
  • Identify outside resources, programs and other services for customers if needed
  • Track the length of time the customer has been with ResCare and make appropriate referral to funder outstation workers when necessary
  • Works in conjunction with Job Recruiters/Business Services Team to assist customers in securing employment
  • May provide follow-up after job placement to ensure job retention and the elimination of barriers that may impede job retention
  • Authorize and coordinate supportive services that may include child care, transportation, school supplies etc., and track obligations of funds; assist customers in working with other community and social service organizations by serving as an advocate for the customer; ensures case record documentation is current, accurate, thorough and compliant with the law, regulations, and established policies and procedures; prepare reports related to program activities
  • Maintain existing linkages to community resources and develop new ones to further the goals of the program and the success of customers; provide labor market information to all customers; performs additional duties as assigned.

Administrative Assistant

Equus Workforce Services
  • Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
  • Answer telephones, direct calls, and take messages
  • Compile, copy, sort, and file records of office activities, business transactions, and other activities
  • Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
  • Open, sort, and route incoming mail, answer correspondence, and prepare outgoing mail
  • Review files, records, and other documents to obtain information to respond to requests
  • Deliver messages and run errands
  • Inventory and order materials, supplies, and services
  • Complete work schedules, manage calendars, and arrange appointments
  • Train other staff members to perform work activities, such as using computer applications.

Receptionist

Dr. Yvonne Lee
03.2013 - 09.2013
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.

Customer Service Representative

Check Into Cash
08.2011 - 05.2012
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

Education

High School Diploma -

Buena High School
Sierra Vista, AZ
2008

Skills

  • Management Experience
  • Arizona Finger Print Clearance Card
  • Case Management
  • Multi-Line Phone
  • Conflict Resolution
  • Organization and Multitasking
  • High Stress Environment
  • Self-Motivated

Timeline

Area Supervisor

Equus Workforce Services
09.2013 - Current

Receptionist

Dr. Yvonne Lee
03.2013 - 09.2013

Customer Service Representative

Check Into Cash
08.2011 - 05.2012

Case Manager

Equus Workforce Services

Administrative Assistant

Equus Workforce Services

High School Diploma -

Buena High School

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Mariah Sullender