Customer Service Manager

Christina D. Politte

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*** **** ***** **., **** 18, Destin, FL 32541 ? 801-***-**** or

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

Professional Profile

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Extensive experience in case management, customer service and data entry.

Extremely organized, energetic and motivated. Eager to learn and apply new

information and skills to the workplace. Able to successfully handle

multiple assignments and priorities quickly and accurately. Skilled in

Microsoft Office programs such as Word, Excel, PowerPoint, Publisher and

Outlook.

Professional Experience

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Residential Case Manager 2008-2011

Volunteers of America, Veterans Resource Center, Dayton, OH

. Case managed 27 homeless veterans in a transitional housing facility

addressing issues of mental health, substance abuse, housing &

employment/income

. Assessed resident needs and developed individual service plans

focusing on goals for housing, income, mental health and substance

abuse treatment

. Assisted assigned residents with application for VA pension, social

security or state disability assistance

. Met with assigned residents weekly to address any issues or concerns

and to monitor progress on service plan

. Coordinated with community partners to provide appropriate referrals

and assistance relating to employment, training, health care and

housing

. Maintained detailed case documentation on assessments and service

plans; updated case notes in computer system daily and documented all

activities in notes related to residents

. Maintained all client information in the Homeless Management

Information System (HMIS) for Montgomery County

. Developed specific HMIS form to assist with data entry ensuring

accurate information was collected for use in the system

Employment Counselor 2006-2008

Utah Department of Workforce Services, Roy, UT

. Advocated for customers with physical or mental health barriers;

assisted with the completion of program application and gathering

needed medical documentation for General Assistance eligibility

determination

. Interviewed and assessed needs and goals of individuals seeking

assistance with training and employment services

. Accurately managed a caseload of 35-40 individuals in training or job

seeking activities by providing vocational counseling, guidance,

testing, assessment of training needs, direct employer contact for on-

the-job-training, job placement and follow-up services.

Politte, page 2

. Referred customers to community resources, placement providers,

collateral agencies and/or other community partners based on needs

. Strong planning and coordination skills as manager of the job search

workshops; Implemented change in schedule to better serve customers.

. Coordinated with employment counselors ensuring beneficial topics were

covered

. Maintained information on resumes, interviewing, job search and life

skills to ensure the most up-to-date information was presented

. Mentored and trained new employees on counseling techniques, database

use and policy and procedures of programs and Workforce Services

. Interviewed candidates for open counselor positions

Work/Life Specialist 2000-2006

Air Force Family Support Centers, Italy, Turkey, Utah

. Provided career and transition counseling to members separating or

retiring from active duty service in the military

. Helped transitioning service members with development of individual

transition plans and setting long and short term goals for their

career plan

. Developed curriculum and conducted quarterly training for volunteers

on resume writing, customer service skills, time management and job

search techniques

. Facilitated a three-day transition workshop for military members and

families focusing on resume preparation, interview skills and career

decision making

. Managed a community-wide volunteer program; increased participation in

registration process from only 120 to over 225 in a three month

period; documented volunteer hours also increased during the same time

from only 1140 to over 1500

. Recruited volunteers, developed position descriptions and placed

volunteers according to skills, experience and interest

. Gathered monthly statistics on number of volunteers, hours worked &

open opportunities; accurately entered all into the Internet based

tracking system

. Marketed programs and performed public relations activities of the FSC

. Fielded questions and provided support, guidance and referrals to

military personnel and their families regarding personal and community

issues

. Developed articles for the base paper; held weekly discussion over

Armed Forces Network radio concerning family issues and upcoming

activities

Education

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M.S., Counseling and Psychology, Troy State University, Ft. Walton Beach,

Florida

B.S., Sociology and Anthropology, West Virginia University, Morgantown,

West Virginia

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