Maxine L. Witherspoon,
Wyandanch,NY
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
30
30
years of professional experience
Work History
CPS Investigator
NYC Administration for Children's Services
New York, New York
11.2022 - Current
- Maintained accurate documentation of all investigations including statements from witnesses and victims.
- Attended trainings on investigative techniques specific to child welfare cases.
- Developed plans for family reunification when possible.
- Advised caseworkers on best practices for handling difficult cases.
- Worked closely with attorneys throughout legal proceedings involving child protection cases.
- Collaborated with local law enforcement, child protective services staff, schools and community organizations to ensure the safety of children in crisis situations.
- Facilitated meetings between parents and guardians and caseworkers to discuss cases and develop treatment plans for at-risk children.
- Evaluated potential foster care placements for appropriateness based on safety concerns.
- Coordinated efforts among agencies involved in addressing a particular case.
- Participated in court proceedings related to the removal of children from their homes due to abuse or neglect.
- Assisted victims by connecting them with appropriate social service resources.
- Conducted interviews with children and families to assess safety and risk of abuse or neglect.
- Conducted home visits to assess living conditions and provide support services to families in need.
- Tracked progress of open cases over time in order to determine effectiveness of interventions.
- Provided written reports summarizing evidence collected during investigations.
- Conducted in-depth interviews with children, guardians, doctors, nurses and law enforcement to gain insight into individual cases.
Customer Service Representative
Cablevision
Woodbury, NY
06.1995 - Current
- Provided accurate information about products and services to customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Conducted regular follow-up calls with customers after resolving their issues.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Reservation Agent
Dial 7
Queens, NY
11.2010 - 03.2021
- Verified customer information including contact details and payment method.
- Relayed information on availability, pricing, and discounts to customers.
- Researched and resolved customer issues.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Processed customer payments for reservations over the phone.
- Scheduled reservation requests and maintained accurate records of bookings.
- Maintained confidentiality of customer information in compliance with privacy regulations.
Educational Liaison
NYC Department of Education
Jamaica, NY
01.2017 - 03.2019
- Identifies and interviews all STH families and students, which includes, but is not limited to, conducting intake and move-out interviews, distributing and collecting questionnaires, and maintaining intake and move-out logs.
- Informs all STH families, students, and unaccompanied youth of their educational rights by distributing the McKinney-Vento guides and posters.
- Contacting school officials and the Office of School Enrollment Placement, and assisting the STH family and unaccompanied youth in obtaining all necessary documents for enrollment.
- Coordinates with schools and the Office of Pupil Transportation (OPT) in arranging student transportation, including overseeing school bus pick-up and drop-off in shelters.
- In addition, distribute, manage, and track all metro cards given to parents, used to accompany their children to school.
- In collaboration with the STH Content Expert(s), monitors improve the attendance of STH students, assist in recruiting STH parents for activities intended for them, and facilitate extended day activities for STH children and youth.
- Knowledge of the CARES system.
- As mandated reporters assist with cases of allegations of child abuse and educational neglect by parents and guardians.
Education
Msw - Social Work
Adelphi University
Garden City, NY08-2022
Bachelor of Science - Humman Services
SUNY Empire State College
Saratoga Springs, NY06-2017
Skills
- Community networking
- Child development
- Courtroom testimony
- Multicultural sensitivity
- Interviewing techniques
- Family assessment
- Parenting education
- Case documentation
- Child interviewing
- Crisis situations
- Abuse and neglect investigation
Timeline
CPS Investigator
NYC Administration for Children's Services
11.2022 - Current
Educational Liaison
NYC Department of Education
01.2017 - 03.2019
Reservation Agent
Dial 7
11.2010 - 03.2021
Customer Service Representative
Cablevision
06.1995 - Current
Msw - Social Work
Adelphi University
Bachelor of Science - Humman Services
SUNY Empire State College
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