Summary
Overview
Work History
Education
Skills
Additional Skills And Education
Qualifications Summary
Certification
Timeline
Generic

Shannon R Ferdina

Zion

Summary

Goal-oriented professional with a strong background in customer service, relationship building, and crisis management. Passionate about training, supporting, and achieving both personal and professional goals. Committed to delivering exceptional service and fostering positive connections with clients. Proven ability to handle high-pressure situations with calmness and efficiency.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Telecommunications Operator

Village Of Mundelein
09.2024 - Current
  • Handled sensitive customer data with discretion, adhering to strict confidentiality protocols at all times.
  • Managed high call volume while maintaining professionalism and composure during periods of peak demand.
  • Connected callers with appropriate professional, department, or business.
  • Implemented process improvements that led to increased workflow efficiency within the telecommunications department.

Probation Officer

Lake County Judicial Circuit Court
05.2024 - 09.2024
  • Knowledge of, and proficient use of, Core Correctional Practices and other evidence-based practices and tools such as: risk assessments, motivational interviewing, targeted interventions, positive reinforcement, outcome measures and feedback
  • Keeps complete, timely and accurate records, reports, logs and case files on each probationer
  • Makes referrals for supportive services and maintains contact with agency for the duration of the service
  • Completes reports filed with the court, such as Bond Reports, Risk Assessments, IPS and Problem-Solving Court Assessments, Status Reports, Criminal History Reports, Limited Inquiries or as assigned or ordered by the court
  • Imposes
  • Regular and ongoing contact with victims and/or collateral contacts

Tele-communicator/911 Operator

The City of Waukegan
01.2019 - 04.2024
  • Interpret information into proper codes
  • Inquire questions to understand, evaluate, and predict condition of callers to address issues, share information, deliver emergency services, and direct calls to agencies
  • Ensure compliance with policies and guidelines related to emergency communications, disaster preparedness, and special response plans
  • Assess circumstances, set priorities, and settle disputes
  • Achieved customer satisfaction by providing excellent services
  • Adhered to laws, regulations, and protocols, as well as safety procedures, including CPR and first aid

Teacher’s Aide/ Mental Health Specialist

Allenedale Association
01.2017 - 01.2019
  • Supported teachers in executing individual treatment plans for students in small groups and one-on-one instructions
  • Recorded shift activities and updated appropriate documents, encompassing information for Medicaid Billing
  • Updated computerized files and records
  • Rendered expert-level assistance in deployment of classroom management and reinforcement systems
  • Actively involved in cottage team meetings, school program planning sessions, resident meetings and Agency in-service training programs

Lead / Server / Bartender

Missouri Hick BBQ
01.2015 - 01.2017
  • Planned drink menus and informed customers about new beverages and specials
  • Selected and mixed ingredients, garnished glasses, and served beverages to customers
  • Assessed needs and preferences of customers and make recommendations
  • Ensured compliance with all food safety and quality regulations
  • Achieved customer satisfaction by delivering friendly and attentive service to customers

Assistant Manager / Sales Lead

Foot Locker
01.2012 - 01.2015
  • Conducted interviews of potential candidates, trained new sales staff and monitored team performance
  • Played a key role in boosting sales by implementing robust strategies
  • Ensured optimum inventory levels by effectively stocking items
  • Attracted customer attention by showcasing visually appealing displays to improve brand identity
  • Maximized customer satisfaction by addressing concerns and closing deals

Education

Bachelor of Arts - Criminal Justice

University of Wisconsin Parkside
Kenosha, WI
12.2019

Associate of Science - Liberal Arts

East Central Community College
Union, MO
12.2017

Skills

  • Business development
  • Time management
  • Conflict resolution
  • Effective communication

Additional Skills And Education

Participated in soccer from age of 5 to 20. Voted captain in 8th grade, senior year of high school and sophomore year at the College of Lake County., Before starting with the City of Waukegan I completed 200hour internship with the city to complete my bachelor’s degree.

Qualifications Summary

Goal-oriented professional with transferable skills in customer service, relationships building and crisis management; passionate about training, supporting and achieving goals personally and professionally., Potential expertise in identifying and recruiting potential candidates, as well as orchestrating training sessions. Capable of conducting interviews and managing employee engagement initiatives., Expert in building and maintaining professional relationships with clients and colleagues., Adept at accurately maintaining detailed records, generating reports, and coordinating meetings. Innate capacity to provide outstanding administrative assistance to execute complex operations.

Certification

Fundamentals of Supervision and Management

Timeline

Telecommunications Operator

Village Of Mundelein
09.2024 - Current

Probation Officer

Lake County Judicial Circuit Court
05.2024 - 09.2024

Tele-communicator/911 Operator

The City of Waukegan
01.2019 - 04.2024

Teacher’s Aide/ Mental Health Specialist

Allenedale Association
01.2017 - 01.2019

Lead / Server / Bartender

Missouri Hick BBQ
01.2015 - 01.2017

Assistant Manager / Sales Lead

Foot Locker
01.2012 - 01.2015

Bachelor of Arts - Criminal Justice

University of Wisconsin Parkside

Associate of Science - Liberal Arts

East Central Community College

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Shannon R Ferdina