Customer Service Manager
Resume:
Jodi Mckiney
Thornton, CO 80241
E-Mail: **.*******@*****.***
Professional Profile
Self-starter with a professional and educational background in case
management and Criminal Justice.
Exceptional ability to manage and organize multiple priorities while
maintaining an attention to detail in a fast-paced environment.
Skilled in building relationships with colleagues, employees, agencies,
stakeholders and other external customers in order to support organizational
values and goals.
Solid managerial and decision-making experience.
Effective team player with superlative problem-solving, active listening and
interpersonal skills.
Highlights of professional Experience and accomplishments
Case Management
Supervised case management, intakes, interviews, assessments and outcomes
planning.
Developed and tailored treatment plans to individual client
rehabilitation/vocational needs and delivered informal counseling.
Screened clients by utilizing risk assessment tool.
Partnered with probation/parole officers, law enforcement agencies and courts
to promote positive client outcomes.
Fostered relationships with community agencies to place clients in
appropriate work settings and treatment programs.
Prepared progress reports for probation/parole officers and courts.
Maintained security for clients, office personnel and building.
Risk Management ~ Compliance
Analyze bid and contracts to ensure necessary elements are captured.
Verify driver eligibility consistent with Department of Transportation
standards.
Compose and maintain drug-testing and billing policies.
Deliver compliance training and education to staff.
Perform accident investigations, conduct interviews and collaborate with law
enforcement, insurance agencies and other external contacts.
Evaluate unemployment filings and Worker's Compensation cases.
Generate accident, Worker's Compensation and financial reports for Executive
Management and external customers.
Research applicable regulations, standards, guidelines and policies.
Supervisory ~ Leadership
Manage a team of 4 individuals and delegate tasks to achieve departmental
goals.
Develop departmental vision, objectives and performance measures.
Identify gaps in operations and create strategies to address operational gaps
and needs.
Streamline business practices and processes to improve efficiency and
effectiveness.
Prioritize goals, decisions and work activities.
Conduct performance reviews and encourage employee growth and learning.
Deliver training and education as necessary.
Customer Service
Answer incoming inquiries and assess internal and external customer needs.
Provide internal and external customers with recommendations and solutions to
concerns.
Establish plans to link and fulfill customer and company needs.
Coordinate communications with internal and external customers, stakeholders
and governing agencies.
Project Management
Prioritize and managed multiple projects/programs throughout all project
phases.
Act as primary facilitator for project implementation and development.
Facilitate meetings to monitor and evaluate key project outcomes: coordinate
and delegate tasks as necessary.
PROFESSIONAL EXPERIENCE HISTORY
Assistant Director of Traffic, Navajo Express, Inc., Denver, CO
2003 - Present
Transportation Supervisor; Total Longterm, Care, Denver, CO
2002 - 2003
Dispatcher, Northglenn Ambulance Co., Northglenn, CO
2001 - 2002
Safety Compliance Manager, Westway Express Inc./Dick Simon, Denver, CO 1999 -
2001
Case Manager, Adams County Community Corrections, Commerce City, CO 1998 -
1999
Education and Military experience
1994 - 1998 METROPOLITAN STATE COLLEGE
DENVER, CO
B.S., Criminal Justice/Criminology and Sociology (Minor)
1991 - 1998 U.S. Army Desert Storm Veteran
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