Customer Service Manager
Resume:
Valencia M. Morrow
Apt. *** A
Tuscaloosa, Alabama 35405
***************@*****.***
*********@*****.***
EDUCATION
Masters of Social Work
May 2010 to August 6, 2011
University of Alabama, Tuscaloosa, AL
Major: Social Work
Bachelor of Social Work
January 2008 to May 7, 2010
University of Alabama, Tuscaloosa, AL
Major: Social Work
INTERNSHIPS
Internship, January-April 2011
40 hours a week
Bryce Psychiatric Hospital Admission Unit, Tuscaloosa, AL
• Performed master level social work on psychiatric units as assigned within the
hospital.
• Responsibilities included participating as a member of an interdisciplinary
treatment team, obtaining social work history information, assisting in the development
and implementation of the treatment plan; conducting individual and group therapy, and
participating in the overall treatment program for patients.
• Conducted research to discover community resource, perform individual
discharge, and create placement plans for individuals when discharged.
• Additional duties included linking individuals and families to community
agencies, if such services are needed; assists in coordinating the release planning and in
determining appropriate community placement for certain patients and other related
duties.
Internship, August-December 2009
40 hours a week
Alabama Department of Public Health, Tuscaloosa, AL
• Observed and perform psychosocial assessments while adhering to HIPPA.
• Assisted program administrator in conducting group activities associated with
Tobacco program.
• Created case plans pertaining to set goals of client.
• Additional duties included linking individuals and families to community
agencies, if such services are needed; assists in coordinating the release planning and in
determining appropriate community placement for certain patients and other related
duties.
Certification
1. Alabama Department of Mental Health Division of Intellectual Disabilities, Targeted
Case management.
2. License Eligible, Social Work Master Level
3. CPR Certified
4. Qualified Mental Health Professional (QMHP) or Qualified Developmental Disability
Professional (QDDP)
Professional Skills
• Microsoft Office
• Microsoft Windows III
• WordPerfect 5.1/6.1
• Filing/Editing
• Typing (30+ wpm)
• Office Procedures
• Telephone Skills
• Management Skills
• Customer Service Skills
Professional Experience
Social Worker-PRN
Brookwood Hospital, 03/2013-present
• Assessment of the social and emotional factors related to the beneficiary's illness,
the need for care, their response to treatment, and adjustment to care
• Assessment of the relationship of the medical and nursing requirements to the
home situation, financial resources, and the community resources available
• Services provided on a short-term basis (two to three visits) to a beneficiary's
family member or caregiver when it is shown that a brief intervention is necessary to
remove a clear and direct impediment to the effective treatment of the beneficiary's
medical condition or to the rate of recovery
• Appropriate action to obtain available community resources to assist in resolving
the beneficiary's problem
Group Facilitator,
07/2011-Present
2 hours a week
Family Counseling Center, Tuscaloosa Alabama
• Prepare and present on a relevant topic each week.
• Facilitate discussion and encourage mutual self-help exchanges of suggestions,
experiences & support.
• Engage participates in leadership roles and encourage continued attendance.
• Manage attendance, new participant registration
• Notify Supervisor staff of any special needs or concerns regarding attendants
Case Manager, 05/2011-5/2013
Jefferson County Intellectual Developmental Disabilities Authority, JCIDDA
Full-time 40 hours a week
• Developed Case management plans to assist individuals with obtaining personal
goals, wants, and personal preferences. Assist individuals and families in
obtaining and maintaining placement, personal care, and transportation. Assist
families with food stamp applications.
• As a case manger I completed quarterly narratives that composed of all medical
and habilitation services provided to the individual. Completed all required
documentation needed to fully serve the individual and their families through
Medicaid Waiver Services including ICAP.
• Complied with federal regulations concerning privacy, and assisted individuals
with knowing their individual rights. Learned and maintained thorough familiarity
and compliance with all state and federal regulations.
• Travel to assigned day and residential habilitation to monitor the services that are
being provided through the Medicaid Waiver program. Additional duties included
linking individuals and families to community agencies, if such services are
needed.
*Computer software requires for this position: ADIDIS and SPES
Donor Processor, Phlebotomist
05/2007- 01/2011
Fulltime
40+hours a week
Talecris Plasma Resources, Tuscaloosa, AL
• Performed basic veni-puncture and assisted in determining the suitability of
donors to undergo plasmapheresis.
• Responded to and assisted with handling donor reactions in accordance with
guidelines.
• Monitored donors and equipment to ensure health of donors.
• Set up, disconnected, and operated the automated plasmapheresis machines,
including response and evaluation of all autopheresis troubleshooting displays,
documentation of exceptions.
• I ensured the proper calibration and maintenance of autopheresis machines.
• Disconnected and disposed of all contaminated disposable equipment.
• Ensured proper sanitation and cleaning of equipment and work area between
donors.
• Maintained accurate and thorough documentation of necessary records, including
Donor Room Logs to ensured donor confidentiality and built rapport with donors
to ensure overall customer satisfaction with the center to support long-term
donation.
• Learned and maintained thorough familiarity and compliance with all state and
federal regulations, FDA-approved Standard Operating Procedure Manual,
OSHA, CLIA, cGMP, and internal company procedures and also reported all
unsafe situations or conditions to area lead, supervisor, or manager. May be
trained to repair plasma center equipment and gathered donor medical histories.
• Conducted donor screening to determine initial suitability of donor to undergo
plasmapheresis through verification of accumulated data and conducted pre-
donation medical screening in accordance with established guidelines.
• Determined HCT and Protein via finger stick and use of the hematastat and
refractometer and provided appropriate feedback to ineligible donor candidates.
• Ensured all donor medical information is complete and accurate prior to donation.
Shift Leader,
06/1998-10/2006
Full time
40+hours a week
Travel Centers of America, Tuscaloosa, AL
• Maintain professional internal and external relationships that meet company core
values while managing 3-5 people a shift.
• Trained new employees for multiple positions and learned and maintained
thorough familiarity and compliance with all state and federal regulations.
• Maintained safe of 1500.00 each shift and returned all cash draws to registers for
re-use.
• Maintained employee schedule by estimating amount of employees needed per
shift through research of prior shift sales on the associate days employees per self.
Target
Soft-lines
08/2002-05/2004
Fulltime- 40 hours a week
• Greeted customers and ascertain what each customer wants or needs. Watched for
and recognized security risks and thefts, and know how to prevent or handle these
situations.
• Opened and closed cash registers, performed tasks such as counting money,
separating charge slips, coupons, and vouchers, balancing cash drawers, and
making deposits.
• Maintained knowledge of current sales and promotions that were produced in the
weekly ads. Computed sales prices, total purchases and receive and process cash
or credit payment.
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