Iris

Service-focused professional targeting Library Associate roles, bringing extensive experience supervising customer intake desks, providing public-facing assistance, training and supervising part-time and full-time staff, coordinating programs, and maintaining accurate records in high-volume service environments. Recognized for resolving patron and customer issues calmly, supporting outreach and community engagement initiatives, and ensuring organizational efficiency through clear documentation, problem resolution, and exceptional interpersonal communication.

Financial Counseling Supervisor - Grady Health System

(2018-07 - 2026-02)

Provided leadership and operational oversight for a high-volume public service desk, supervising staff and ensuring excellent customer service, accurate records, and policy compliance for individuals navigating complex processes.

• Supervised and directed daily operations of a public-facing customer service desk, providing assistance and information to customers regarding services, procedures, documentation requirements, and available resources
• Responded to customer questions, complaints, and service issues; researched problems and initiated resolution to ensure positive outcomes
• Supervised and coached staff on customer service standards, system use, documentation accuracy, and consistent procedures to improve team readiness and service quality
• Maintained accurate records and supported organized workflows requiring confidentiality, attention to detail, and policy compliance
• Monitored daily productivity and accuracy of data entry and recordkeeping systems to ensure information integrity
• Performed daily opening and closing procedures, including cash fund reconciliation, equipment checks, and recordkeeping of daily activity counts
• Monitored inventory and quality assurance across 150+ accounts daily, identifying and correcting discrepancies to maintain record integrity
• Partnered with leadership and frontline teams to identify process gaps, improve workflow consistency, and maintain an organized, welcoming service environment

Education & Training Specialist - Grady Health System

(2009-07 - 2018-07)

Led training programs and instructional support for new hires and current staff, developing materials and conducting formal training on systems, procedures, customer service standards, and documentation accuracy.

• Designed user-friendly training materials, instructional guides, and process documentation to support staff learning of policies, procedures, and service standards
• Conducted formal, hands-on training for staff and end users on software systems, customer interactions, and procedural accuracy in a fast-paced public service setting
• Supported onboarding and continuing education for 200+ staff members, translating complex information into clear, practical instructions
• Trained staff on patron/customer interview techniques, identity and information verification, and documentation/imaging procedures
• Provided instruction on coordination of services, verification processes, and eligibility/authorization requirements across multiple program types
• Educated staff on new and revised programs and regulatory requirements impacting service delivery and compliance
• Conducted in-service training on point-of-service transactions, payment processing, cash handling, and closing procedures

Bachelor of Science - Management - Shorter University