Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Work Availability
Skills
Quote
Timeline
References
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Valarie Davis

Valarie Davis

Killeen,Texas

Summary

Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach. Enthusiastic Teacher with superb leadership and communication skills. Easily cultivates trusting and productive relationships with students, parents, teachers and administration. Creates, monitors and sustains disciplined school culture of high academic and behavioral standards.

Overview

25
25
years of professional experience

Work History

Legal Services Email Specialist

Sykes, Inc.
Denver, CO
01.2017 - 01.2021
  • Create DBA, LLC, Inc, Nonprofit, and other business formation processes for all 50 States.
  • Answered incoming calls promptly and professionally (Call Center).
  • Provided customer service to callers, including resolving issues and answering inquiries.
  • Maintained accurate records of customer interactions and transactions.
  • Identified customers' needs, clarified information, researched every issue and provided solutions.
  • Assisted customers with product selection based on their needs and preferences.
  • Operated telephone systems to respond to incoming calls and transferred calls accordingly.
  • Followed up on customer inquiries not immediately resolved.
  • Greeted customers warmly and ascertained problem or reason for calling.
  • Resolved customer complaints via phone, email, mail or social media.
  • Developed strong relationships with customers by providing personalized attention and services in a timely manner.
  • Performed follow-up procedures when necessary to ensure customer satisfaction levels were met.
  • Utilized computer technology to handle high call volumes efficiently.
  • Adhered strictly to company policies regarding privacy of client information.
  • Attended regular training sessions to improve knowledge of products and services offered by the organization.
  • Suggested methods for improving processes related to customer service operations.
  • Actively participated in team meetings discussing new strategies for enhancing overall customer experience.
  • Demonstrated ability to remain calm during challenging situations with difficult customers.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Consulted with customers to resolve service and billing issues.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Collected deposits or payments and arranged for billing.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Mentored junior team members and managed employee relationships.
  • Strengthened customer retention by offering discount options.

Unit Supervisor/Manager

Texas Department of Criminal Justice – Parole Division
Dallas, TX
01.2005 - 01.2015
  • Directed strategic initiatives to achieve officer safety improvements
  • Attend and participate in programs that standardized employee field training
  • Increased offender to officer supervision quality by 28%
  • Investigations
  • Evidence handling, case management, interventions
  • Risk assessments, behavioral assessments
  • Motivational Interviewing training (officer/offender)
  • Cognitive behavioral coaching (officer/offender)
  • Treatment interventions
  • Safety officer
  • New Hire Training
  • Facility investigations
  • Fingerprinting, urinalysis testing
  • Establish and kept cooperative professional relationships (prosecutors, law enforcement, and halfway house services personnel)
  • Attended and conducted managerial meetings utilizing an agenda, spreadsheets, and PowerPoint presentations
  • Technical/analytical reporting
  • Research analysis.
  • Provided leadership and direction to team members, ensuring all tasks were completed in a timely manner.
  • Developed and implemented strategies for improved workflow processes.
  • Conducted regular staff meetings to ensure open communication between departments.
  • Monitored daily operations and performance of unit personnel, providing guidance and feedback as needed.
  • Assisted with the recruitment, hiring, orientation and training of new employees.
  • Maintained accurate records related to employee attendance, productivity and disciplinary actions.
  • Collaborated with other supervisors on special projects or initiatives that impacted the entire department.
  • Resolved conflicts among employees by facilitating mediation sessions or mediating disagreements directly.
  • Created reports detailing progress made towards goals and objectives established by management.
  • Analyzed data related to unit performance indicators to identify trends or potential problems.
  • Ensured compliance with safety regulations, company policies and applicable laws and regulations.
  • Identified opportunities for process improvements through research into best practices and industry standards.
  • Implemented programs designed to motivate team members while encouraging collaboration.
  • Evaluated employee performance on a regular basis using measurable criteria such as quality assurance metrics.
  • Provided coaching and mentoring support to junior staff members as necessary.
  • Managed payroll activities including tracking timecards, approving overtime requests and processing bonuses and incentives.
  • Addressed issues raised by customers in an efficient manner while maintaining a professional demeanor at all times.
  • Participated in organizational change initiatives by providing input on potential solutions and communicating changes effectively.
  • Evaluated assigned staff and met one-on-one with employees to discuss concerns and problems.
  • Developed staff schedules and delegated assignments for subordinate employees.
  • Identified staff training and development needs and implemented effective coaching and mentoring programs.
  • Disciplined employees for policy violations/indiscretions, issues and remediation procedures to subordinates.
  • Evaluated documentation and identified materials requiring updates.
  • Monitored activities of unit and implemented necessary changes to remain compliant with State/Federal laws and regulations.
  • Designed protocols to improve operational effectiveness and eliminate safety issues.
  • Conducted routine audits of systems and assessed proficiency of unit personnel.
  • Coordinated ongoing educational objectives to enhance staff competencies in safety, quality and core measures.
  • Identified and oriented new staff members before deployment to assigned stations.
  • Initiated audit process to evaluate thoroughness of documentation and maintenance of facility standards.

Investigator

Texas Department of Family Protective Service
Dallas, TX
01.2003 - 01.2005
  • Investigated reports of child abuse and neglect to determine if further actions are necessary.
  • Conducted home visits, interviews, and assessments in order to evaluate the safety of a child's environment.
  • Collaborated with other agencies such as law enforcement, mental health providers, schools, and social services.
  • Developed case plans in order to ensure that the best interests of the child were met.
  • Maintained detailed records on all cases including reports and notes from interviews.
  • Provided crisis intervention services when needed.
  • Assessed family dynamics and provided guidance for improvement.
  • Acted as a liaison between families and government or community resources.
  • Participated in court proceedings related to cases.
  • Attended trainings related to current trends in Child Protective Services.
  • Provided appropriate referrals for counseling or other supportive services.
  • Ensured compliance with state regulations regarding child abuse investigations.
  • Facilitated communication between involved parties while protecting confidentiality of information.
  • Monitored progress of cases including ensuring that deadlines are met.
  • Responded to emergency situations involving children requiring immediate attention.
  • Provided testimony at hearings related to child protective investigations.
  • Prepared written summaries following each investigation or contact with a family member.
  • Developed strategies for working effectively with clients from diverse backgrounds.
  • Informed families about their rights under applicable laws and policies.
  • Maintained professional relationships with families during difficult times.
  • Investigated each child's living environment to determine whether home was safe or presented risks.
  • Developed and executed plans to remove children from homes where abuse or neglect had occurred.
  • Conducted in-depth interviews with children, guardians, doctors, nurses and law enforcement to gain insight into individual cases.
  • Documented case information by completing forms promptly and filing with appropriate agencies.
  • Facilitated delivery of services and resources after thoroughly assessing each child's individual needs.
  • Remained composed and calm when interacting with individuals, taking into account that children and families were involved in high-stress situations.
  • Identified appropriate community resources and provided referrals for services.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.
  • Established behavioral modification goals and assessed progress toward goals.
  • Maintained confidentiality through stringent handling of charts and data.
  • Used job-related software to compose or prepare correspondence, case notes and technical reports
  • Worked with community resources to engage youth in pro-social activities and help families access services.
  • Built trust and rapport with victims of violent crimes by remaining calm and compassionate in variety of situations.
  • Interviewed clients individually and in groups to assess situations, capabilities and problems.
  • Participated in ongoing training to maintain license and enhance knowledge of relevant mental health topics.
  • Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
  • Investigated reports or indications of abuse, neglect or exploitation of at-risk adults, adolescents and children.
  • Attended hearings with victims to provide emotional support.
  • Interfaced with local court system, attending court proceedings and working directly with attorneys.
  • Evaluated personal characteristics and home conditions of foster home or adoption applicants.
  • Arranged adoptions and found foster homes for abandoned or abused children.

Research Supervisor

Nextel Communications
Lone Tree, CO
01.2000 - 01.2003
  • Cash, credit card, check research and reconciliation of accounts
  • Auditing
  • Customer service and escalation services (Call Center)
  • Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
  • Developed and implemented policies and procedures for efficient workflow.
  • Ensured compliance with all applicable laws, regulations, and standards.
  • Maintained accurate records for tracking progress and performance of team members.
  • Provided training and guidance to team members on operational procedures and best practices.
  • Monitored employee productivity levels to identify areas for improvement or additional resources needed.
  • Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
  • Conducted regular reviews with team members to assess their performance and provide feedback as needed.
  • Collaborated with senior leadership on strategic initiatives related to operations.
  • Increased department collections by 78% within eighteen months
  • Enhancement of policies and procedures
  • Interviewing
  • Quality Assurance
  • High volume inbound/outbound call center
  • Analytical forecasting and budgeting
  • Time and attendance
  • Fraud Investigations
  • Lockbox/Lockbox scorecard management
  • Reduction of accounts receivables greater than 90 days from 86% to 9%.
  • Evaluated existing processes regularly for potential optimization opportunities.
  • Hired and onboarded team members to meet immediate and expected demand.
  • Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
  • Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
  • Analyzed, compiled and presented statistical, financial and production processing reports to senior leadership.
  • Delegated work to staff, setting priorities and goals.
  • Resolved customer complaints or answered customers' questions.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Guided employees in handling difficult or complex problems.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Interpreted and explained work procedures and policies to brief staff.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Researched and prepared reports required by management or governmental agencies.

Eligibility Specialist II

Texas Department of Health and Human Services
Arlington, TX
01.1996 - 01.2000
  • Case management
  • Benefits eligibility (Food Stamps, TANF, and Medicaid)
  • Interviewing
  • Reports preparation
  • Investigations
  • New Hire Training
  • Created a standardized employee training program that increased customer satisfaction by 19% over a two year period prompting approved Statewide changes
  • Compile, record, and evaluate personal and financial data to assess qualifications as outlined by State and Federal Law.
  • Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
  • Maintained comprehensive knowledge of program regulations, policies, and procedures.
  • Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
  • Analyzed financial information provided by applicants to verify income levels.
  • Processed client applications in accordance with established guidelines.
  • Assisted clients with completing forms required for processing applications.
  • Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
  • Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
  • Provided guidance on how to apply for benefits and answered questions related to the process.
  • Collaborated with other departments within the organization to ensure accurate processing of applications.
  • Ensured compliance with all applicable laws and regulations governing benefit programs.
  • Assessed potential fraud cases by conducting investigations into suspicious activities.
  • Attended regular training sessions to stay up-to-date on new rules and regulations.
  • Participated in community events related to social services outreach initiatives.
  • Entered client information and files into databases for further review and tracking.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Managed intake of new claims and performed routine follow-ups.
  • Gathered financial information from clients regarding income, assets and debts.
  • Reviewed applications to verify client information and resolve discrepancies.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Processed benefits applications and documents for food stamps and medical assistance.
  • Explained reasons behind application denials and recommended further action.
  • Developed thorough knowledge of financial aid programs to recommend relief options matching client needs.
  • Responded to client inquiries and concerns and escalated complex problems to department supervisors.
  • Contacted client references and employers to determine legitimacy of applicant information.
  • Maintained positive working relationship with fellow staff and management.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
  • Informed applicants of other agencies providing useful or related assistance.

Education

Master of Science - Public Safety/Criminal Justice/Forensics

Capella University
Minneapolis, MN
05.2017

Bachelor of Science - Criminal Justice/Sociology

Metropolitan State College of Denver
Denver, CO
05.2002

Skills

  • Project Management
  • Database Management
  • Client Relationship Management
  • Communications Management
  • Data Collection
  • Business Needs Analysis
  • Customer Complaint Resolution
  • Research Methods
  • Analytical Thinking
  • Relationship Building
  • Team Collaboration
  • Computer Proficiency
  • Client Retention
  • Corporate Communications
  • Data and Trend Forecasting
  • Decision-Making
  • Data Collection Processes
  • Audience Engagement Techniques
  • Statistical Analysis
  • Team Leadership
  • Business Acumen
  • Database Skills
  • Strategic Planning
  • Customer Service
  • Microsoft Office
  • Advocacy and Counseling
  • Effective Communication Skills
  • Documentation and Paperwork
  • Application Assessment
  • Program Understanding and Advisement
  • Documentation and Reporting
  • Data Entry
  • Public Assistance Programs
  • Appointment Scheduling
  • Schedule Management
  • Eligibility Determination
  • Referral Coordination

Accomplishments

  • Completed Parole Officer Training Academy.
  • 2013-2015 worked part-time completing In-Home Assessments for child placement.

Affiliations

I love to read and sing.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills

AP/AR, Avaya, Vocalcom, Salesforce, Budgeting, Call Center, Case Management, Cash Receipts, Contracts Management, CPT-4/ICD-9 coding, Customer service/satisfaction, Medical terminology, Legal terminology, Forecasting, Supervisor, Manager, Sex Offender, Risk Management, Mental Health, Access, Excel, PowerPoint, Word, DSLAM, BRAS, Modem, Needs Assessment, Payroll, Policy development, PowerPoint & Presentations creation and delivery, Public Speaking, Quality Assurance, Real Estate I & II, Contracts, Facility Investigations, Offender Investigations, Child Services Investigations, Spreadsheets, Trouble Shooting, Typing 70wpm, 10-Key, Urinalysis Testing, Public Relations, Scheduling, Negotiations, Budgeting.

Quote

Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson

Timeline

Legal Services Email Specialist

Sykes, Inc.
01.2017 - 01.2021

Unit Supervisor/Manager

Texas Department of Criminal Justice – Parole Division
01.2005 - 01.2015

Investigator

Texas Department of Family Protective Service
01.2003 - 01.2005

Research Supervisor

Nextel Communications
01.2000 - 01.2003

Eligibility Specialist II

Texas Department of Health and Human Services
01.1996 - 01.2000

Master of Science - Public Safety/Criminal Justice/Forensics

Capella University

Bachelor of Science - Criminal Justice/Sociology

Metropolitan State College of Denver

References

References available upon request.

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