SONYA N BARNES
Texas Department of Family Protective Services
Victoria,US
30
years of professional experience
Results-driven Customer Service Representative with expertise in administrative support for eligibility offices, optimizing operations and enhancing service delivery. Builds strong client relationships while resolving issues efficiently. Committed to improving customer satisfaction and consistently exceeding expectations.
Work History
Human Service Technician
1 Year 11 Months- Identified client needs and coordinated appropriate resources to enhance support and intervention strategies.
- Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work contacts
- Updated and organized paper and electronic appointment calendar to facilitate timely schedule requests.
- Facilitated client transportation to and from appointments, ensuring timely arrivals.
- Documented observations during parent-child visits to assess engagement and identify areas for improvement.
- Facilitated accurate and timely completion of required forms and documentation to ensure compliance.
- Performed data entry into impact system and other agency systems. Supported data management efforts across various agency platforms. Facilitated accurate data input into multiple organizational systems.
- Facilitated removal and placement processes for children in care.
- Maintained efficient unit operations by performing various assigned duties, including typing, faxing, copying, and managing phone communications.
- Managed collection and organization of collateral materials submitted by families.
CVS Administrative Clerk I
3 Years 7 Months- Answers and screens telephone inquiries; takes and routes messages and records intake information for referral to caseworkers. Greets visitors, responds to general questions, and directs callers to proper location.
- Prepares correspondence, forms narratives, travel vouchers, meeting notes, performance evaluations, and other documents to support work of the unit.
- Assisted staff with office processes and operations, resolving software and equipment issues, and sorting and routing mail to ensure efficient workflow.
- Performs data entry into an IMPACT system and other electronic systems.
- Prepares and maintain statistical reports, leave and personnel records, case control systems, case records and related files for the unit.
- Types correspondence, form narratives, meeting notes and other documents to support work of the unit and files related documents.
- Prepared and maintained statistical reports, leave records, personnel files, and case control systems to support unit operations and compliance.
- Greets visitors, responds to general questions and directs callers or visitors to proper location.
- Assist with (CWOP) children without placement, monitoring children ato ensure needs are meet. This requires working outside of normal work schedule.
- Assisted with monitoring children without placement to ensure needs were met.
- Utilized Efile system to time stamp legal documents for court submissions.
- Prepared necessary documents for clients participating in random drug testing.
- Observe Parent Child visits when needed to assist Caseworker
- Observe Parent Child visits when needed to assist Caseworker
Assistant Principle Secretary
2 Years 5 Months- Prepared all computers and rooms for State testing
- Handled quarterly discipline report
- Compiled discipline report quarterly
- Supported Counselor and Registrar in processing transcripts, report cards, and mail outs for timely distribution
- Handled phone inquiries efficiently, and assisted with attendance
ISS Teacher
1 Year- Prepared and managed classroom activities and administrative requirements to facilitate a conducive learning environment. Supervised students with discipline issues throughout school day, ensuring safety and adherence to behavioral standards inside and outside classroom. Take a daily attendance and report to the Attendance office. Communicated with Principal and Assistant Principals regarding discipline and suspension periods to support effective student management.
- Developed and implemented engaging lesson plans for diverse learning styles.
- Fostered a supportive classroom environment that encouraged student participation and collaboration.
- Utilized technology tools to enhance instructional delivery and streamline assessments.
Texas Works Advisor
1 Year 8 Months- Performs routine (journey-level) eligibility determinations for social services programs. Work involves reviewing eligibility files, interviewing clients, documenting client information, determining benefits, verifying case data, and explaining program benefits and requirements. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment. Obtains, verifies, and calculates income and resources to determine client financial eligibility for social services programs. Processed and communicated case status and changes to clients, families, or authorized representatives to ensure understanding and compliance. Interviews clients, their families, or authorized representatives to gather information for use in determining benefit eligibility. Certifies program eligibility, computes benefit levels, and determines the length of eligibility. Conducts reviews to determine or verify new and continued program eligibility. Explains program benefits, requirements, rights of appeal, and fair hearings to clients, their families, or authorized representative. Calculates and processes changes to client benefits such as over payments, adjustments, or restoration of benefits. Documented case records to ensure accuracy and confidentiality, supporting effective case management and compliance with regulations. Communicates with internal and external stakeholders to provide and verify information, answer inquiries, address issues, or resolve problems. Assisted with additional tasks to support team objectives.
- Developed and implemented community outreach programs to enhance public awareness of health services.
- Collaborated with multidisciplinary teams to coordinate client care and resource allocation effectively.
- Analyzed program data to identify trends, improving service delivery and client satisfaction levels.
Clerk III
6 Years 7 Months- ES Clerk III Provides a variety of clerical support services in a service delivery office. Provides clerical support to Texas Works Advisors staff. Processed mail and date stamped incoming applications and supporting documents to ensure timely handling. Reviewed applications for required signatures, dates, and supporting documents to maintain compliance with submission standards. Logs applications and assigns complete applications for processing. Returned incomplete applications to clients and assisted with completion. Copies and returns original documents upon request to clients/customers. Responds to client inquiries and requests for assistance.
- Knowledge of internet usage, knowledge of computers. Ability to listen to clients, elicit, relate an evaluate information: and interpret terms as needed. Ability to complete required work within specified deadlines. Ability to read, understands, and applies a variety of interrelated instructions, such as those found in guidelines, regulations, and policies. Ability to communicate verbally and in writing. Ability to establish rapport with and relate to clients. Ability to maintain effective working relationships with others.
- Processed client applications efficiently, ensuring compliance with state regulations.
- Maintained accurate records using electronic filing systems to support data integrity.
- Assisted in training new staff on administrative procedures and operational protocols.
Secretary /Profit
3 Years- Process and account for all money generated and distributed in school sponsored activities, including receipt of cash and preparing and making cash deposits.
- Processed and accounted for all money generated and distributed in school-sponsored activities, ensuring proper receipt and timely cash deposits for financial accountability.
- Contacted parents to confirm student absences.
- Collect and enter attendance and PEIMS data into established database and verify accuracy according to established procedures.
- Prepare and print report, including attendance reports, grades, class or personnel rosters, end-of-semester reports, or accounting reports.
- Maintain physical and computerized records, including student cumulative folders, progress and failure reports, class rosters, grade books, and schedule changes if applicable.
- Enter student data into appropriate databases and assist parents, students, and faculty with questions regarding student attendance.
- Report all attendance problems to designated administrator.
- Collected and entered attendance and PEIMS data into established database while verifying accuracy according to established procedures to maintain data integrity.
- Prepared and printed reports, including attendance reports, grades, class or personnel rosters, end-of-semester reports, and accounting reports to ensure accurate documentation and compliance.
- Coordinate grading process, including processing of scan sheets, verification and correction of grades, and printing and distribution of report cards.
- Receive and direct incoming calls, take reliable messages, and route to appropriate staff.
- Greet and direct campus visitors and assist parents in checking students in and out of school.
- Ensured confidentiality of sensitive information in compliance with privacy regulations.
- Maintain visitor log and issue visitor passes.
- Receive, sort, and distribute mail, messages, documents, and other deliveries.
- Call parents to verify student absences as needed.
- Prepare requisitions, correspondence, and transcripts.
Teachers Assistant
10 Months- Assist teachers with projects in classroom. Handled and updated lesson plans for the Profit Center. Emailed teachers kept them informed with activities on campus. Assist principal with correspondence, and documents to staff, students, and parents. Assisted receptionist with phones, and attendance. Handled all copies, faxing, and filing for the campus.
Receptionist/Administration Office
1 Year 7 Months- Managed incoming calls for the district, ensuring timely and efficient communication. Greeted and directed customers that entered the administration building. opened and distributed all of the incoming mail for the district. Filed all the finance checks and kept record on money receipts. Scheduled and communicated upcoming meetings to ensure proper attendance. in the administration building. Dated and time stamped all the Bids for VISD. Tracked and documented deadlines for responding to daily inquiries, enhancing response accountability.
- Managed front desk operations, ensuring efficient visitor check-in and communication.
- Coordinated scheduling for staff meetings and parent conferences to optimize time management.
- Maintained accurate student records and facilitated information flow between departments.
Career Consultant
5 Years 8 Months- I effectively handled customers in need of job search assistance and job/skills development in order to obtain self-sufficient employment. Case managed customers enrolled in government programs such as Choices and Workforce Investment Act. Kept up-to-date, thorough and accurate case files. Linked academic and occupation opportunities for customers as well as job development, assessments, and presentations. Networked with other agencies to utilize community resources. Used state developed software for entering customer information into a computerized database. Worked for the WIA Workforce Investment Act.
Customer Service Representative
9 Months- Effectively handled all aspects of customer service. Taking phone inquiries for the information center, handling complaint calls. I received and posted payments from customers. Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships and reputation for exceeding in customer service. Dispatched to drivers address of customers that did not receive newspapers. Assisted in the implementation of the NIE program, known as News Papers in Education.
Education
- Business Adm
- Basics
High School Diploma - Honors/Graduate
Skills
Data Entry
Documentation
Data management
Microsoft Office Suite
Microsoft Excel
Case management
Microsoft Word
Microsoft Outlook
Microsoft PowerPoint
Customer service
10-key data entry
Time Management
Organizational Skills
Microsoft Excel
Microsoft Office Suite
Microsoft Outlook
Microsoft PowerPoint
Microsoft Word
Meeting minutes
Multi-Task Management
Accomplishments
- Investigated and analyzed client complaints to identify and resolve issues.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Timeline
Human Service Technician
Texas Department of Family Protective Services
08.2024 - CurrentRead More
CVS Administrative Clerk I
Texas Department of Family and Protective Services
01.2021 - 08.2024Read More
Assistant Principle Secretary
Victoria Independent School District-Liberty Highschool
08.2018 - 01.2021Read More
ISS Teacher
Victoria Independent School District -EAST Highschool
08.2017 - 08.2018Read More
Texas Works Advisor
Health and Human Service Commission
12.2015 - 08.2017Read More
Clerk III
Health and Human Service Commission
05.2009 - 12.2015Read More
Secretary /Profit
VISD Victoria Independent School District
06.2004 - 06.2007Read More
Teachers Assistant
VISD Victoria Independent School District
08.2003 - 06.2004Read More
Receptionist/Administration Office
Victoria Independent School District
01.2002 - 08.2003Read More
Career Consultant
Texas Migrant Council
01.1997 - 09.2002Read More
Customer Service Representative
Victoria Advocate
04.1996 - 01.1997Read More
Victoria Stroman
High School Diploma from Honors/Graduate
Read More
Victoria College
from Basics
Read More
Texas A&M Kingsville
from Business Adm
Read More