Nirah Jenkins
Columbia,SC
Summary
Accomplished Program Coordinator well-versed in running station programming in high-stress environments. Expert in personnel leadership, resource management and key decision-making. Articulate, motivational and analytical in approaching problems impacting team performance or station results.
Overview
7
7
years of professional experience
Work History
Program Coordinator II- Performance Coach
South Carolina Department of Social Services
04.2022 - Current
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Conducted thorough needs assessments to identify community requirements, shaping future program development.
- Ensured compliance with funding requirements through meticulous record-keeping and reporting.
- Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
- Organized events and workshops to engage participants, enhancing their learning experience within the program framework.
- Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
- Designed program implementation and maintenance plan.
- Enhanced program efficiency by streamlining processes and implementing innovative solutions.
- Implemented evaluation tools to measure program effectiveness, utilizing data-driven insights for continuous improvement.
- Created comprehensive reports on program progress, presenting findings to stakeholders and adjusting strategies as needed.
- Monitored performance metrics closely to evaluate areas requiring intervention or adjustment, making data-informed decisions that contributed positively towards overall results.
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
Human Service Specialist II-Team Lead Caseworker
South Carolina Department of Health and Human Services
06.2019 - 04.2022
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional services to customers.
- Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
- Maintained accurate records of all customer interactions for reporting purposes and ongoing process improvements.
- Mentored junior staff members on best practices regarding service excellence while modeling exemplary behavior at all times.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
- Proactively identified opportunities for improvement within the service delivery process, implementing changes that led to tangible benefits for both customers and employees alike.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
Human Services Specialist II- Caseworker
South Carolina Department of Health and Human Services
01.2018 - 06.2019
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Met with clients to conduct assessments of current situations and establish what needs to address.
- Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
- Provided crisis intervention services, deescalating tense situations and connecting individuals to appropriate support systems.
- Worked with others to manage numerous competing interests simultaneously and delegate accordingly to maximize productivity.
- Utilized data analysis tools to track program success metrics, identifying areas for improvement and implementing necessary changes.
- Kept and established comprehensive case files to support proper documentation and record retention.
- 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.
Administrative Specialist
South Carolina Department of Mental Health
08.2017 - 01.2018
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Improved customer satisfaction with prompt and professional responses to inquiries and concerns.
- Facilitated communication between departments, organizing meetings and distributing essential information.
- Enhanced team productivity by providing administrative support and coordinating daily operations.
- Managed schedules, appointments, and travel arrangements for executives, ensuring seamless coordination of events.
- Handled incoming and outgoing mail.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Provided exceptional reception services such as answering phone calls professionally, directing them appropriately while maintaining visitor logs.
- Streamlined office processes by implementing efficient document management and filing systems.
- Increased efficiency in data entry tasks through the implementation of advanced software tools.
- Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
Education
Master of Arts - Special Education
Webster University
12.2022
Bachelor of Arts - Public Health
University of South Carolina
05.2017
Skills
- Lesson Planning
- Curriculum Development
- Special Education
- MS Office Suite
- Critical Thinking
- Data Management
- Performance Learning Objectives
- Case Management
- Performance Assessment
- Learning and Development
- Educational Coaching
- Leadership Coaching
- Change Management
- New-Hire Training
- Program Coordination
- Program Management
- Office Administration
- Proactive mindset
- Strategic Planning
- Program Optimization
- Process Improvements
- Training Coordination
- Volunteer Management
- Data management familiarity
- Scheduling proficiency
- Report Preparation
- Staff Evaluation
- Eligibility Determination
- Standard Operating Procedures
- Needs analysis
- Resource Management
Activitiesmembership
Zeta Phi Beta Sorority, Inc.
Timeline
Program Coordinator II- Performance Coach
South Carolina Department of Social Services
04.2022 - Current
Human Service Specialist II-Team Lead Caseworker
South Carolina Department of Health and Human Services
06.2019 - 04.2022
Human Services Specialist II- Caseworker
South Carolina Department of Health and Human Services
01.2018 - 06.2019
Administrative Specialist
South Carolina Department of Mental Health
08.2017 - 01.2018
Master of Arts - Special Education
Webster University
Bachelor of Arts - Public Health
University of South Carolina
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