Customer Service Manager
Resume:
Diane M. Scott
Gainesville, FL 32608
abipn9@r.postjobfree.com
OBJECTIVE
A challenging and rewarding position, which will allow me to serve both my
employer and generate a positive influence in my community.
EMPLOYMENT HISTORY
CREW LEADER
4/2010 - 8/2010 U.S. CENSUS BUREAU
Gainesville, FL
Interfaced with upper management. Interviewed and trained a staff of no
less than 12 individuals. Organized and distributed daily work
assignments, daily payroll and quality control of assignments. Implemented
time management practices to complete all work assignments prior to study
ending dates and under budget.
FSET CAREER ADVISOR/JOB CLUB FACILITATOR/WTP ORIENTATION
01/2009 - 12/2009 FLORIDA WORKS
Gainesville/Starke
Perform the collaborative process of assessment, planning, facilitation and
advocacy for options and services to meet with an individual's employment,
training and health needs through communication and available resources to
promote quality cost-effective outcomes. Manage a large caseload to help
meet the needs of individual from various socioeconomic levels while
demonstrating professional conduct. Meet regularly with participants to
identify barriers to employment and develop strategies to manage those
issues. Place participants in activities that will enhance chances for
employment.
Conduct an intense 10-day classroom course of study to assist with
transitioning from welfare recipient to correctively guide clients toward
their ultimate goal, which is Employment and Self Sufficiency.
SR. FIELD CASE MANAGER
01/1993 - 01/2009 WESTAT, INC.
Rockville, MD
Managed huge national caseload working on the Medical Expenditure Panel
Survey, a nationally representative study of healthcare use and expenses
sponsored by the Agency for Healthcare Research and Quality and the Centers
for Disease Control and Prevention on behalf of the Department of Health
and Human Services.
Obtaining and maintaining cooperation of clients over the 2.5 year study
period. Organize and maintain a large amount of case materials to develop
and implement daily work plan to allow for maximum efficiency while working
self-supervised and maintaining a secure home office environment.
Investigative work including tracking individuals and providers who have
moved to new locations. Administer CAPI (computer assisted personal
interviewing) questionnaire using Windows environment programming.
Interfaced with supervisor and upper management staff. Maintaining data
security. Provided incentive fees to respondents and kept track of monies
and receipts using logs. Abstracting data from medical records. Collect
required forms and document progress of data collection and entering cost
data. Established and maintained rapport with healthcare institutions and
non-healthcare institutions. Extensive
Overnight travel.
SR. FIELD CASE MANAGER/MENTOR
02/1990 - 06/2008 NORC @ UNIV. OF CHICAGO Chicago, IL
Managed caseloads for government funded research projects for nation's
leading social research organization. Worked nationally and locally on all
the recurring major research projects.
ABILITIES
Experienced and skilled in multi-tasking, organization and time management.
Excellent use of customer service skills. Ability to learn and perfect
new tasks quickly. Proficient use of Windows 7/98/XP/Microsoft Office,
Work, Excel and Powerpoint. Ability to hire and train new employees.
Letters of commendation available. 90 wpm typing proficiency. Use of
scanner, copier, fax.
EDUCATION HISTORY
02/1986 CUNY Brooklyn College B.A. Special Education/Psychology
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