Customer Service Manager

PROFESSIONAL PROFILE

An organized and motivated individual with the skills to analyze, interpret and handle different situations

appropriately. Also empowering, supportive and hands on leader with a powerful ability to encourage and

motivate while leading by example as well as always willing to assist others when needed. Adapts quickly to

different situations and can handle fast paced environments. Over the years has acquired superb customer service

skills and strives to exceed expectations. Fluent in Spanish and comfortable with Windows OS Mac OS, Microsoft

Office, Outlook and Adobe.

PROFESSIONAL EXPERIENCE

TheraCare New York, New York August 2013 Present

Case Coordinator for the Service Coordination Department

Responsibilities:

• Work side by side Service Coordination (SC) Manager, assist in any project needed apart from daily

responsibilities

• Review and confirm SC’s caseload

• Complete supervision tool for SC Manager to conduct weekly supervision with each SC

• Audit SC active and closed cases and assure they are within compliance standards for Early Intervention

• Monitor and track SC’s productivity

• Create and assemble training material for new hires

• Assist new SCs while in probation period with support, resources, encouragement and feedback

• Communicate with NYEIS and EPP Coordinator SCs needs such as availability for initial cases

• Assist Manager in preparing monthly SC meeting

• Run TC Management reports and document findings in Excel spreadsheets

• Calculate and track SC unit productivity

• Review and request revisions of SC’s daily notes

• Provide SCs with technical assistance in NYEIS and with their cases

• Provide SCs with feedback on their notes, submitted consents and documents as well as EI protocol

• Create new tools to assist SC mangers such as Internal Transfer Checklist, Daily Note Submission chart, etc.

• Assist in reviewing case files for audit preparation

ACHIEVE BEYOND USA (F.K.A. BILINGUALS INC.) Queens, New York May 2008 2013

CPSE Document Translator March

2012 August 2013

Responsibilities:

• Translated CPSE Evaluation Summaries from English to Spanish

• Proofread CPSE Evaluation Summaries

• Communicated with CPSE Evaluation Coordinator any needed revisions needed on the original documents

EI & CPSE Evaluations Specialist August 2008 December

2011

Achievements:

• Exceeded previous performance at every annual review; received recognition for excellence in customer service;

managed time sensitive workload in an exceptional manner; became a valued and respected team member that

others could count on for support, knowledge and assistance

• Completed training in team development, specific evaluations testing tools, and on various developmental disorders

• Appointed to a position on the Employees Review Committee directed by the Human Resource Manager

Responsibilities:

Page 1 of 2

• Proofread MDE reports (Psychological, Speech Therapy, Physical, Occupational, and Educational) and assured they

were clinically sound

• Maintained communication with evaluators and team members regarding reports, evaluations and needed documents

in order to complete caseload within the timeline

• Collected all necessary documents from various parties (medical forms, parental consents, evaluators worksheets,

etc.)

• Uploaded and documented MDE evaluations in NYEIS

• Summarized the evaluations in order to submit to the City of New York Early Intervention (EI) program and parents

• Followed up with parents on the results of evaluations

Service Coordination/ Intake Coordinator May 2008 – August

2008

Achievements:

• Developed an understanding of procedures for Early Intervention

• Created and organized methods for keeping track of referrals

• Built strong communication interaction with team members

Responsibilities:

• Provided parents with answers and facilitated them through the EI process

• Obtained and reviewed the necessary documentation

• Maintained other parties informed and updated on cases

YAI. Young Adult Institute for People with Disabilities Astoria, NY

Direct Service Professional March 2007 May 2008

Achievements:

• Created respectful and trusting relationships with clients/consumers

• Became part of an exclusive training program for higher functioning adults with developmental disabilities that

consisted of only two staff members

• Appointed a leadership position in the Consumer Council Committee

Responsibilities:

• Educated clients on proper work ethic and community training; supervised clients at their volunteer sites; ensured the

clients’ well being in any environment setting and provided clients with feedback and recommendations after each

work day

• Prepared and developed weekly lesson plans and arts/crafts activities

• Assured clients’ consents and legal documents were up to date and accurate

• Organized and ran six month reviews for each client

EDUCATION

CITY UNIVERSITY OF NEW YORK at York College Jamaica, New York

Bachelor of Arts in Psychology, June 2007

REFERENCES

Available upon request

Page 2 of 2

Contact this candidate