Customer Service Management System
Resume:
Nicole Embry-Heard
Cincinnati, OH *****
*********@*****.***
Experienced professional with 17 years of expertise in student personnel management and strict adherence to standards and center rules within the educational sector, specifically working with young adults. Seeking employment in an educational or residential setting to demonstrate exceptional leadership and customer service skills. Goal is to support students in their journey towards becoming positive citizens and making informed, positive decisions. Skills
Work History
Scheduler I
The Christ Hospital, Cincinnati, OH February 2024 - Current Student Personnel Officer
Cincinnati Job Corps, Cincinnati, OH October 2009 - August 2023
• Customer Service • Communication
• Administrative Experience (10+ Years) • Training & Development
• Behavior Management • Attention to Detail
• Problem Solving • Microsoft Office
• Policy Development
Manages daily patient and physician scheduling using Practice Management system for ordering of labs, diagnostic test orders and scheduling doctor's visits, follow-up appointments and hospital procedures and surgeries as needed
•
Schedules appointments in order to optimize patient satisfaction, provider time and treatment
• room utilization
• Confirms appointments and scans orders into Electronic Medical Record (EMR) Assignments may be of a confidential manner and require judgment and discretion at all
• times.
Fostered career development goals, enforced Zero Tolerance policies, and applied effective
• intervention techniques
Regularly attended and occasionally conducted essential training sessions, including annual
• briefings on Behavior Management System for new staff members Implemented a reward system for students exhibiting regular positive behavior, including
• monthly award presentations to recognize exemplary performance and achievements Led a team to develop strategic academic/trade plans for at-risk students, resulting in improved retention rates, and established a dedicated team to manage student personnel responsibilities outside of regular working hours
•
Upheld PRH requirements by consistently ensuring all SOPs were updated and accurately
• followed
• Fostered student accountability through daily report generation and behavioral monitoring
• Executed required reporting tasks accurately and within set deadlines Conducted staff trainings to encourage the confrontation of negative behavior and the
• reinforcement of positive behavior, thereby promoting a conducive work environment Managed and analyzed negative incident reports, ensuring data accuracy for strategic
• decision-making
• Streamlined student violation and leave processes, improving efficiency and adherence to Residential Advisor
Cincinnati Job Corps, Cincinnati, OH October 2006 - September 2009 Education
Associate of Arts
Cincinnati State, Cincinnati, OH
140 credit hours Associate of Arts 2003-2006
Criminal Justice
High school diploma in General Studies June 1990
Western Hills High School, Cincinnati, OH
Certifications
PRH and regional guidelines
Performed key administrative tasks including the organization of student behavior documents in CIS, file management, and handling of incoming and outgoing correspondence, contributing to an orderly and productive work environment.
•
Managed student case documentation, facilitating timely access to counseling and mental
• health services
Ensured a secure and organized residential environment through regular safety inspections
• and enforcement of housekeeping standards
Provided daily updates to residents on center news, upcoming events, and distributed
• recognition via dormitory awards
• Assigned Dorm officers by assessing residents' positive behavior and leadership capabilities
• Attends staff training sessions and others as directed Complies with all DOL guidelines, Quality Assurance Plans to include center standards
• policies and procedures
Establishes close working relationships with students and motivates them to work towards
• their goals
• Maintain order and discipline on dorm according to center guidelines.
• Safety Employee of the Month, Cincinnati Job Corps, 2021
• Panther Higher Development Program, Cincinnati Job Corps, 2012 Campus Security & Student Conduct Conference Certificate of Attendance, MTC Corporate
• University, 2016
• Supervisory Development Program (SDP), MTC Corporate Uiversity, 2012 TAP 21/ODADAS Credentialing Guidelines, Center for Chemical Addictions Treatment,
• 09/14/11
• CPR Certification
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