Urban League of Philadelphia PHA Customer Service Training

Program

Session IPioneer Group

October 9, 2009 – December 11, 2009

04/08/23 ULP Graduation Day Ceremony December 11, 2009

Salethia Kennedy

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Welcome to the Urban League of PhiladelphiaPHA Call Center / Customer Service Training Program

Graduation of Session #1

I enjoyed the opportunity to learn new skills and enhance old ones. The instructors were as dedicated and committed, as we were. Learning Networking Skills, was my favorite part of the program.I got out of the program, what I put in: Hard-Work, Dedication and Commitment. At times it was overwhelming, but “Not Impossible”The double digit unemployment rate was all the encouragement I needed. I knew I had to do something to keep my skills marketable.

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“Once you learn something, no one can take that away.”

“Yes We Can”

My name is Salethia Kennedy.I will be guiding you through our journey, as we participated

in the Urban League of Philadelphia’s PHA Call Center / Customer Service program.

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Tiffany SingletonOur class Valedictorian.She worked very hard; every day.She studied and organized her tasks properly.She was punctual everyday.She got along very well with everyone.She wanted additional training and nothing was getting in her way.She was an example and inspiration to us all; students and staff.She excelled in every test taken.She gave help to other students.

Student of Distinction

Tiffany learned how to create an effective Elevator Speech and Resume. She also learned about the different aspects of Customer Service. She enjoyed working in a team and on team projects.

Her family was very supportive and encouraging. She also credits the instructors, Eric and Brenda.

They were very supportive and helpful.

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Pat Coulter, President and Chief Executive Officer

The first woman to lead this affiliate in its, over 100-year-history.

Pat’s message to the class was that “it’s not where you start”.“Make sure you prepare to start”.“Once you have started, develop a humble commitment towards your goals”.“You will not start at the top”. “It requires obtaining the skills to get there and then some, for most people”.“Times have changed in the workforce; change with them, to remain marketable”.

We were very happy to meet her.

Thank you for coming to speak with us.

To much is GIVEN much is REQUIRED! The task may be difficult, but it is not impossible.

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Chief Financial Officer and Vice President

Regine Metellus

Women taking roles, mostly dominated by men, opens the doors for more women to do the same.

Regine submitted the proposals for the funds needed to offer the program.

This class worked very hard and we are very proud of them

WE THANK YOU REGINE

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Debra E. Abrams, CPA, PHR

Director of Employment Services

Rita, Debra and Evette

Debra taught us, so many things:

Strategies for job fairs.How to prepare for and ace a job interview.The importance of having a “good attitude”.The importance of a good cover letter and resume.The importance of effective communication.Preparing for the re-entry to the workforce.Company research and key players.

Debra believed in us on the days we were a little doubtful.She was genuinely concerned about our success and goals.

We will always appreciate the opportunity to have participated in the program.

Thank you Debra

Debra and Salethia

Corporate Instructor

Brenda Hopgood

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Brenda was the most influential of all the instructors.She gave 100% and expected 100% in return.

Brenda offered real life experiences to relate to us as students.

She prepared us from the bottom up.

She believed in us from day one and kept the group motivated.

Our instructors, gave us there all.In return, we plan to utilize all that was taught.We are equipped to re-enter the job market.We are more confident because of them.

Instructors Brenda and Eric

Thank you, from the bottom of our hearts

Dedicated Teachers produce MOTIVATED Students

“Continue to work hard.”“Remember you will use numbers everyday.”“Good luck on your continued job search.”

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“Remember taking the first step to move forward is the most important part

of any journey.”

Math Instructor Eric Bruskin, PhD

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Mr. Williams informed us that,“Nothing is IMPOSSIBLE when you are committed

and are willing to work hard to get it.”

Thank You, PCCS Case Management Services, Inc. Al Williams and Darlene Conquest

Serving the UnderservedThey made sure, to handle any obstacals that would prevent a student from completing the course.

Mr. Williams informed the group, of the new Green Jobs coming to the city of Philadelphia.Mr. Williams will continue to promote our employment needs to new organizations forming in Philadelphia.

Nobel Peace Prize Winner,President,

Barack H. Obama“YES WE CAN”

From our class to the man with class, we

Thank you and Darlene very much.

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This is Howard Jennings

This is Rita Horton

Rita found: “the elevator speech was a good way to start a conversation and gain additional networking contacts for future employment information.”

Practicing his 30-Second Elevator Speech

An Elevator speech is your 30-Second commercial about your skills and training.

“Howard feels the 30-second speech is the best way to get the company interested in you as a potential candidate.”

She is very proud of us as a group.

•At the time SEPTA was on strike

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Working hard and persevering was something we knew we had to do.

Equipped with a passion and determination to rejoin the workforce and apply the skills we were enhancing and learning was very important to us as a TEAM!

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On November 5, 2009, the Urban League of Philadelphia sponsored the

With the Networking skills we learned, we were ready.Our resumes were reformatted and our cover letters polished.Participating companies welcomed our questions and provided feedback.Philadelphia Gas Works, New Courtland and Wal-Mart gave hiring information and leads.The workshops on Marketing and Creating Your Brand, were very informative.We collected cards and left resumes with many hiring employment recruiters.We kept a good attitude, we smiled a lot and remained motivated.We learned a lot about Career Fairs and made plans to continue attending them.

We had a “Great Day”

Celebrating Diversity Career Fair

Proving strength in our “Team Commitment. “

When our classmates needed help, our instructors were available for questions.When they weren’t, “We Helped Each Other.”Evette demonstrated very strong study habits and skills in math and computers.Evette continues her job search equipped with enhanced skills, tools and resources.

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This is Evette Williams

She is hard at work, dedicated to learning new concepts and approaches , and to solving complex mathematical problems.Evette later explained the problems to our classmates, so we all understood.

Evette’s favorite part of the program was math and computer lab.Evette learned that her skills are transferable.What kept Evette motivated were her classmates.

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“When your determined, it pays off”This is Darlene Maxwell

Darlene walked to school during the SEPTA strike.She worked very hard .She never gave up, or gave in to distractions.Darlene stayed the course that was more important to her.Darlene wanted more out of life; she came to get the skills; to “get it.”Darlene will continue to work on her Time Management skills.

When you work hard and apply yourself good things happen.

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This is Evelyn Samuel

Evelyn liked meeting new people the most about the program.The instructors and classmates kept her going.Evelyn has “fantastic” networking skills. Evelyn was motivated by laughing when she felt like crying at times.Evelyn learned to apply her new transferable skills in her job search.

Evelyn gave contact and job lead information to students with particular

job experience and goals.

ULP offered transferable skills training as well.

She wishes everyone continued success.

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WE approached every class assignment, like the true professionals we are.

WE remain optimistic in our on-line job search.WE were given job leads daily.WE worked on our goals to narrow down what field fit

with our skills and experience.WE looked forward to the testing each week, to gauge

our understanding of the skills taught.

We learned so much; no two days were alike!“WE” are prepared to return to the Workforce. “WE” worked very hard to do this.

Staffing Specialist Mimi ThomasShe provided job leads.

As a recruiter, she also provided information on the best approaches to take during your interview.

Rita Horton, hard at work.

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Mimi wants us to take her hugs with us and use them when we need one. The job search is not easy but it’s not impossible; landing the job is the goal.

MiMi Thomas Staffing Specialist

“This group worked really hard.”“You can tell everyday, they were developing.” “You had to had your facts for them.”“They were enthusiastic and open to the process.”“I know they are ready, because we made sure of it.”“Our resources will be available for them to continue.”

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We learned, when you want it bad enough,

you do what it takes.

Nothing worth having is easy. Determination, Hard Work and Commitment is

how we did this.

At times we had to laugh at the little

things. Then it was back to work, because

Brenda was on the way.

We are very proud of our accomplishments. We will forever be united from our

experience here at the Urban League of Philadelphia.

WE NEVER GAVE UP.Failure was not an option!

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Mary Harper, CPA Financial Literacy Instructor

Mary showed us how to budget better to save.She informed us of the housing services offered by ULP.She taught us skills to use now and in the future.

Mary was inspirational to us in so many ways.

She kept it real and taught us about Money Market Accounts, Stocks and Bonds, CDs and the Stock Market itself.

She informed us about small business start-up grants and how bank loans assist once your business plan is put together.

THANKS MARY, WE REALLY APPRECIATE IT.

She taught us about saving our money, by cutting out things we don’t need.

Shopping for the best bank rates. The difference between banks and unions. The importance of getting out there on our own.

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Thank you Eric. We appreciate the time you took to make sure we all got the concepts.

We will remember your dedication to us as a group. We will make you proud of us by applying what we learned everyday.

We will feel more confident in passing employment testing.We, thank you, soooooooo much!

MATH Instructor Eric Brunswick, Ph.D

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WE Stayed Focus; keeping the BIGGER PICTURE in MIND.

Our ability to LEARN, the Opportunity to do so and the Dedication to Continue!

Rita Horton

Evette Williams Howard Jennings

Salethia Kennedy

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Valerie Denise Crawford

Val was very dedicated to completing any task given to her.She made us all laugh, with her witty sense of humor during the rough times.We dedicate our program completion success to her also.

When Val learned the meaning of SMARTGoals, she recited them often. When it was not: Specific, Measurable, Attainable, Realistic and Timely, she let you know about it.

“We all still did it.”

Val was wheelchair bound. She passed away, during the SEPTA strike. Val could not get to training. She had a number of medical issues she was taking care of during the course, because she was ready to get back to work. R.I.P. Val.

Valerie passed away before the end of the program.

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ULP provided the skills and training required to have a better strategy in our job search approach. If most of the obstacles in finding a job didn’t exist, would we have been qualified? That’s the question we made sure to ask everyday, by learning new skills.

National Unemployment Rate 10.2 percent

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Graduation Day. December 11, 2009Pioneer Group

Thank you Urban League of Philadelphia.

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Our Struggles and Achievements have always been recorded. This is a picture of a time-line of the struggles and achievements

of our ancestors.

We were not without struggle in participating and completing this program. Our achievement today is recognized at this graduation. Our success is re-entering the job market.

This journey does not end here; it’s the reason why it’s vital to began.

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Happy Birthday Brenda

Thank You

Tiffany Singleton

Howard Jennings

Chrystal Thomas

Evelyn Samuel

Rita Horton

Evette Williams

Darlene Maxwell

Salethia Kennedy

Students

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Special Thanks

Bayada Nurses

Bayada Nurses was the first employer to speak to our class regarding employment opportunities.

Enterprise Rent-A-Car PECO EnergySave A LotAll Participating employers from the Job FairMock interviewers

We would like to Thank You for your time and attention.

All the Urban League of Philadelphia staff members.