Customer Service Manager

Shawn Hayes

Actively seeking next role: Social Work, HR, Administrative Position

********@*****.***

Summary

Dynamic, self-motivated, results-driven and client-focused Case Management / Recruiting / Human Resource /

Project Development Professional with an hard work ethic and the ability to manage processes; supervise &

train people. Demonstrated success driving thousands of dollars in growth in highly human services field.

Persuasive communicator, negotiator and closer; implement positive change, overcome objections, develop

strategic relationships with decision-makers on all levels with trust and integrity.

Experienced at developing marketing, and consumer needs options to new and existing clients that generates

interest in the company and facilitates continued growth and profitability. Adept at building strategic

relationships with families, local hospital facilities and effectively conveying value-added benefits to customers.

Consistently meets goals targeted goals by integrating client needs with established objectives to provide

premium levels of customer service. Combines an analytical approach, outstanding interpersonal and

organizational awareness, develop strategies for growth and coordinate team support across all levels. Displays

leadership abilities that produce a synergistic environment that builds solid team spirit to get the job done.

Experience

Carepointe Specialist at Altapointe Health Systems

February 2013 - August 2013 (7 months)

As a Carepointe Specialist my duties were to complete screen requests for services to determine the problem,

assess risk level, and prioritize the needs of the individual. I also facilitated admissions to AltaPointe program

services ensuring appropriateness of level of care through use of clinical criteria.

In addition to completing initial telephonic assessment for potential consumers, including call intake/logs,

assessments, and appointments for potential consumers I assisted with securing and confirming consumer

payor source for services. I provided referral information to callers and consumers, and recognize the

elements of a crisis state and know how to deescalate or resolve a situation.

Program Manager at ResCare of Georgia

September 2009 - December 2010 (1 year 4 months)

Working as a Program Manager for 1 year and 4 months I assisted my clients with SSI funds, completed

necessary documentation to receive federal funding, assisted contractors with follow-up clinics/ doctor visits,

completed monthly visits in home to verify company and state compliance, and authorize/release census

documentation, and records. Some of my other duties included requesting supplemental funding from the

state for service coverage,facilitate monthly contractor meetings, and create monthly scheduling and action

plans for each consumer/provider.

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As a Program Manger I managed over twenty staff within Group/Host Home in addition to the clients' on my

caseload. I was also responsible for recruiting new staff in group homes based on the identified consumer

need, and submitting job ads to various sites; in addition to identifying and developing agency host families,

seeking to provide care for transitioning clients.

Case Management Assistant at North Alabama Counseling Center

November 2008 - May 2009 (7 months)

As an assistant I supervised visitations ordered by Department of Human Resources, documented the

interaction of the parent and child during routine visitations, and transported clients to various destinations. I

was also responsible for establishing and maintain effective working relationships with school personnel,

foster parents, and biological parents.

I spent 7 months working as a contracted assistant in which the primary goal was to supervise clients and

encourage the development of effective child/parent relationships.

Extended Day Asst Lead/Substitute teacher at Huntsville City Schools

September 2007 - March 2009 (1 year 7 months)

As an Assistant lead I was responsible for teaching my students life skills, and demonstrating a sincere

concern in their well-being. I also developed lesson plans, arts and crafts activities, and supervised students in

approved fundamental academic development in the required studies.

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In conjunction with my duties as an assistant lead I served as a substitute teacher supervising students with in

school activities such as student organization, meetings, career development events, completing leadership

applications, and assisting with in class assignments.

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Courses

Master of Arts (MA), Mental Health

Counseling/Counselor

Argosy University Atlanta

Abnormal Psychology

Counseling Skills I & II

Professional Codes & Ethics

Counseling

Bachelor of Arts (BA), Developmental and Child

Psychology

Alabama Agricultural and Mechanical University

Economics

Statistics

Biology I & II w/Lab

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Bachelor of Applied Science (BASc), Chemistry

Georgia State University

Microbiology

Physics I & II w/Lab

Fundamentals of Chemistry

College Chemistry I & Lab

Volunteer Experience

Student Intern at Emory Healthcare

June 2011 - January 2013 (1 year 8 months)

For nearly 2 years I shadowed a physician in patient rooms, reviewed and interpreted laboratory findings,

identified various diseases based on patient complaints and presenting problems, read and study medical

journals, and assisted shadowing physician with routine exams. I also assisted office staff with properly filing

patient charts, and transitioning into new office space.

My interest in the healthcare field at large inspired me to be a volunteer student working more than 2000

hours inside a family practice.

Projects

Georgia Regional Hospital

January 2010 to Present

Members:Shawn Hayes

As an appointed Case Manager I worked with hospital staff and other local agencies to transition clients' that

were in an inpatient facility to community placement. As a part of the transition the clients' were to have

placement identified, and families approved through the Georgia Department of Behavioral Health prior to

the patients being transferred. I was responsible for identifying the potential families, organizing meetings

with hospital staff, connecting the clients' families with either the group home staff or the host home staff,

and ensuring the client received quality care in the community.

With minimal supervision I worked on the project and successfully transitioned more than 5 patients within

four months.

Skills & Expertise

Youth Mentoring

Life Skills coaching

Project Management

Sales

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Office Administration

Health Insurance

Mental Health Care

Volunteering

Research

Recruiting

Timely Decision Making

Leadership

Peer Mentoring

Computer Proficiency

Cultural Diversity

Interviewing Skills

Interpersonal Skill

Project Planning

Strategic Planning

Organizational Effectiveness

Adaptability

Committed to Professionalism

Flexibility

Positive Energy

Positive Team Player

Positive Behavior Support

Education

Argosy University Atlanta

Master of Arts (MA), Mental Health Counseling/Counselor, 2009 - 2014

Georgia State University

Bachelor of Applied Science (BASc), Chemistry, 2011 - 2012

Activities and Societies: Minority Pre-Med/Pre-Dental Association

Alabama Agricultural and Mechanical University

Bachelor of Arts (BA), Developmental and Child Psychology, 2005 - 2009

Activities and Societies: Dance Team, Peer Education, Gospel Choir Member, Big Brother Big Sister Mentor,

Psi Chi

Interests

Research, Medicine, Fashion, Mentoring, Community Outreach, Mental Health

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Shawn Hayes

Actively seeking next role: Social Work, HR, Administrative Position

********@*****.***

Contact Shawn on LinkedIn

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Contact this candidate