Amanda Lucas

• Created, prepared, and delivered reports to various departments.
• Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
• Enhanced team productivity, providing guidance and assistance to junior Support Officers when needed.
• Streamlined processes to maximize operational results.
• Balanced multiple priorities effectively by utilizing strong organizational skills and proactive task management techniques.
• Improved client satisfaction by addressing and resolving support issues promptly and professionally.
• Coached employees through day-to-day work and complex problems.
• Established rapport with clients, fostering long-term working relationships with clients and stakeholders.
• Actively participated in departmental initiatives aimed at continuous improvement within the support function environment.
• Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
• Directed hiring and recruitment for vacancies with the team.
• Assisted in the development of internal documentation for new hires to expedite their onboarding process successfully.
• Sought ways to improve processes and services provided.
• Investigated and resolved client inquiries and complaints quickly.
• Trained new personnel regarding company operations, policies and services.
• Increased efficiency and team productivity by promoting operational best practices.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Oversaw day-to-day activities of team members employees, fostering inspiring atmosphere to optimize employee experiences.
• Increased team productivity by streamlining communication and implementing effective project management strategies.
• Championed change initiatives, successfully navigating teams through periods of transition while maintaining morale and engagement levels.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Developed strong relationships with cultural leaders to foster a supportive environment for cross-cultural learning.
• Enhanced cultural understanding by developing and implementing various programs that promoted diversity and inclusion.

· Interviewed client, parents, foster parents, school officials and other related parties to fully understand child's individual needs.

· Conducted assessments of foster homes for children under care orders.

· Collaborated with team members to identify and accomplish agency objectives.

· Resolved problems and delivered solutions by collaborating with government funding entities and other stakeholders

· Coordinated referrals to community services by advocating for individual needs and addressing roadblocks.

· Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our clients needs and services available.

· Conducted home visits, completed inspections and interviewed family members and other household members.

· Identified appropriate community resources and provided referrals for services.

· Entered client data in centralized database and maintained up-to-date case records for all clients.

· Worked with community resources to engage youth in pro-social activities and help families access services.

· Built trust and rapport with children that have experienced trauma by remaining calm and compassionate in variety of situations.

· Applied abilities in techniques like active listening and collaborative problem-solving to make positive impact.

· Collected and documented information from clients about concerns and available contextual details.

· Educated family members and helped each support clients by improving coping techniques.

· Provided leadership and coordination of various programs using techniques in behavior management and prevention strategies.

· Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

· Interviewed children and family members to perform intake assessments and identify risks.

· Escalated complex cases to appropriate team members for timely resolution.

· Interviewed family members to assess situations, capabilities and problems.

· Referred family members to outside support options to assist with coping during times of increased stress.

· Built trust and rapport with children who have experienced trauma by remaining calm and compassionate in variety of situations.

· Met with clients to determine necessary services and make recommendations.

· Applied strong writing, editing and proofreading abilities to each assignment to produce best possible content.

· Delivered in-depth, valuable training sessions to carers both in-person at group training sessions as well as training during in the home visits.

· Responded to emergency situations with speed, expertise and level-headed approaches to provide optimal care and support.

· Helped families feel comfortable during challenging and stressful situations, promoting recovery and reducing compliance issues.

· Used calm, positive and encouraging approach with youth.

· Modeled positive behavior for residents by providing leadership and positive interactions.

· Completed progress notes for clients and noted pertinent information in client file.

· Offered key emotional support to special needs youth.

· Provided comprehensive assistance in multi-disciplinary environment.

· Applied behavioral knowledge to maintain safety during crisis moments.

· Reported incidents that negatively affected a child’s safety.

Educated carers on various resources, services and programs to maximize care.

• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Adhered to all confidentiality requirements at all times.
• Met all customer call guidelines including service levels, handle time and productivity.
• Effective liaison between customers and internal departments.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Maintained up-to-date knowledge of product and service changes.
• Managed work flow to exceed quality service goals.

• Responded to citizens’ complaints and requests for information and services.
• Greeted customers entering the office to ascertain what each customer wanted or needed.
• Politely assisted customers in person and via telephone.
• Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Represented the organization to customers, the public, government officials and other external sources.
• Helped distribute employee notices and mail around the office.
• Maintained a clean reception area, including lounge and associated areas.
• Referred clients to community resources for services such as job placement, debt counseling, legal aid, housing, medical treatment, or financial assistance, and provided concrete information
• Handled all customer relations issues in a gracious manner and in accordance with company policies.
• Documented all customer inquiries and comments thoroughly and quickly.
• Gathered sensitive information to update customer profiles and help with the appeals process.

• Determined customer needs by asking relevant questions and listening actively to the responses.
• Answered customer telephone calls promptly and in an appropriate manner.
• Supervised and directed all merchandise and shipment processing.
• Strategically scheduled team members to maintain optimal staffing levels at all times.
• Actively pursued personal learning and development opportunities.
• Worked with the management team to implement the proper division of responsibilities.
• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
• Communicated clear expectations and goals to each team member.
• Cultivated a customer-focused shopping environment by greeting and responding to all customers in a friendly manner.
• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
• Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
• Educated customers about the brand to incite excitement about the company’s mission and values.
• Welcomed customers into the store and helped them locate items.
• Handled all customer relations issues in a gracious manner and in accordance with company policies.
• Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
• Shared best practices for sales and customer service with other team members to help improve the store’s efficiency.
• Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.

• Operated a cash register for cash, check and credit card transactions with 100% accuracy.
• Stocked and replenished merchandise according to store merchandising layouts.
• Priced merchandise, stocked shelves and took inventory of supplies.
• Cleaned and organized the store, including the checkout desk and displays.
• Alerted customers to upcoming sales events and promotions.
• Identified potential shoplifters and alerted management.
• Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
• Handled all customer relations issues in a gracious manner and in accordance with company policies.
• Welcomed customers into the store and helped them locate items.
• Educated customers about the brand to incite excitement about the company’s mission and values.