Toby Foster
Hope Mills,NC
Summary
Dedicated professional with strong customer service and safety compliance skills. Experienced in case management and technical training, ensuring adherence to policies while effectively addressing diverse client needs. Dedicated Customer Service Agent with expertise in ticketing systems and safety compliance. Proven ability to enhance passenger experiences while ensuring adherence to safety regulations.
Overview
34
34
years of professional experience
Work History
Customer Service Agent Cross Trained
Piedmont
Fayetteville, North Carolina
07.2024 - Current
- iProvide Customer service at the ticket counter. I utilize the Qick System to check in passengers, check baggage and assist in the support of safety as required by policy.
- Provide service to passengers at the gate. I utilize the ACE and Qick system to board passengers. I provide service to the crew such as cleaning, trash removal. Assist in identifying and following restrictions on boarding. I follow policy and instruction on moving the jet bridge safely.
- Support customers by working the ramp, loading and unloading planes. I utilize policy to ensure safe loading planes.
- I trained as a GSC and utilize my training to ensure policy is followed by staff to keep public safe.
- I have actively participated in working with CRJ 145, 700, 900 and 175's.
Social Work Supervisor
Cumberland County Department Of Social Services
Fayetteville , NC
05.1992 - 08.2022
- Supervised case management staff to ensure compliance with regulations and policies.
- Developed training programs for new social workers to enhance skills and knowledge.
- Coordinated family assessments and service plans for diverse client populations.
- Facilitated team meetings to discuss case progress and share best practices.
- Conducted performance reviews of social work staff to identify areas of improvement.
- Recommended changes or improvements based on feedback obtained through surveys, interviews, focus groups conducted by the department.
- Maintained accurate records regarding client information, progress notes, assessments.
- Analyzed data from case management systems in order to determine effectiveness of existing programs or services.
- Managed daily workflow ensuring all deadlines were met.
- Attended meetings related to program development, budgeting, grant writing.
- Implemented strategies for managing difficult cases including those involving ethical dilemmas or legal issues.
- Responded quickly and efficiently when emergency situations arise requiring immediate attention from a supervisor.
- Advised administrative personnel on best practices when dealing with sensitive client matters such as mental health crisis interventions or child abuse allegations.
- Coordinated with external agencies as needed to provide additional services or referrals for clients.
Education
Masters of Social Work - Social Work
University of North Carolina At Chapel Hill
Chapel Hill, NC05-2004
Bachelor of Social Work - Social Work
Methodist University
Fayetteville, NC12-1999
Bachelor of Applied Science - Paralegal Studies
Methodist University
Fayetteville, NC12-1999
Skills
- Customer service
- Ticketing systems
- Baggage handling
- Safety compliance
- Technical training
- Case management
Timeline
Customer Service Agent Cross Trained
Piedmont
07.2024 - Current
Social Work Supervisor
Cumberland County Department Of Social Services
05.1992 - 08.2022
Masters of Social Work - Social Work
University of North Carolina At Chapel Hill
Bachelor of Social Work - Social Work
Methodist University
Bachelor of Applied Science - Paralegal Studies
Methodist University