Customer Service Management

Patricia D. Williams

*** **** **** . **********, ******** 21208 443-

***-**** . 410-***-**** **************@***.***

Professional Summary: Human Service professional with over 10 years of

extensive program

administration and service delivery in residential services and workforce

development who works well

with diverse groups from all socio-economic backgrounds while providing

excellent customer service.

Professional Profile: Coordination/Management/Program Development

o Proven ability to plan, implement and manage caseloads,

projects and programs.

o Strong record as an advocate ensuring access to social

services and support for those requiring housing

assistance.

o Able to deliver meaningful vocational and job placement

guidance for new and re-entering entrants into the

workforce.

o Considerable experience building and maintaining service

relationships of new and existing partnerships.

o Strong qualifications in building rapport, assessing

needs, investigating, analyzing, and implementing goals

and processes, planning goals, treatment plans,

strategies for staff support and training, conducting

research, team building and promoting programs.

o Highly organized and efficient with maintaining a

productive working environment as a supervisor or team

member independently.

o Proficient at compiling data and preparing reports for

analysis of program performances and recommendations for

system improvements.

o Excellent oral and written communication skills.

o Oversee federal compliances for individuals with

disabilities to ensure adequate services are provided

and reasonable accommodations are secured.

o Assess, monitor, mentor, and advocate for youths in

foster care, and render recommendations to the courts

for best placement.

Skills:

Research & Writing, Life Skills Coaching, Workforce

Management, Program Development, Comprehensive Case

Management, Community Outreach, Training & Development,

Staff Supervision, Microsoft Office Suite, and Advocacy.

Achievements:

Successfully completed "Identifying the Mental Health Needs

of Children Affected by Trauma", Kennedy Krieger.

o Secured employment and academic placements by 80%

quarterly.

o Certificate from "Mentor of Maryland".

o Certificate from OETAS "Relapse Prevention".

Education: University of Phoenix Phoenix,

Arizona

Masters of Management 2007

Morgan State University Baltimore,

Maryland

Bachelor of Science in Communications 1991

Patricia D. Williams

Page 2

Experience: District of Columbia Housing Authority Washington,

D.C.

Office of the ADA/504 Program 2008- 2011

ADA/504 Outreach Counselor

Catholic Charities

Community Services Division

Baltimore, Maryland

Project FRESH Start Housing Programs 2003 - 2008

Senior Case Manager

CASA of Maryland, Inc. /Foster Care Advocate

Baltimore, Maryland

Court Appointed Special Advocate 2003 -

Present

Ascend One /Debt Management Columbia, Maryland

Client Service Representative 1999 -

2002

References: Available upon request

Contact this candidate