Customer Service Manager

**** ******* ***** . ***** *****, La ***** .

Phone 225-***-**** . E-mail ***************@*****.***

Adrienne M.Jones

Objective

To obtain a position that would allow me to utilize my

organizational skills and customer service skills to the

advantage of the company, continuing my professional skills

development and to achieve personal growth.

Education

Southern University A&M College

08/00 - 12/05 Baton Rouge, LA 70807

Bachelor of Science in Family &Consumer Science

Work experience

04/10 - Community Resource Coordinators

present 7732 Goodwood Blvd STE N.

Baton Rouge, LA 70809

Support Coordinator - Elderly and Disabled Adult Waiver

Conduct Initial and Annual MDS-HC Assessment

Conducts face-to-face Plan of Care development meeting with

the individual

Monthly telephone contact with the participant/designated

personal representative

Quarterly face-to-face visit with the participant

Quarterly observation of all services while and where the

services are provided to the individual

Assisting families in identifying available service providers;

Coordinating and monitoring the delivery of available services

Shoulders of Strength, Inc -Early Steps Program

9441 Common St, STE D

06/09 - 02/10 Baton Rouge, LA 70809

Family Support Coordinator - (Case Manager)

Coordinating the performance of evaluations and assessments;

Facilitating and participating in the development, review, and

evaluation of individualized family service plans;

Responsible for case load of 50 clients

Assisting families in identifying available service providers;

Coordinating and monitoring the delivery of available

services;

Informing families of the availability of advocacy services;

Coordinating with medical and health providers; and,

Responsible for submitting qualified clients information to

OCDD for future services.

Responsible for billing into the Medicaid systems

02/08 - 03/09 Providence Engineering

1201 Main Street

Baton Rouge, LA 70802

Appeals Analyst

Review all information included in assigned Appeal packets and

determine eligibility of Appeal. Facilitate data entry,

scanning and uploading of information into eGrants with

Appeals Intake Specialist. Research Appealing applicant

information in eGrants and Issue Tracker. Enter summary of

appeal information in Issue Tracker as an Appeal Case.

Maintain Appeal packets until appraisal documentation is

complete and uploaded into eGrants. Implement required appeal

case changes as outlined in the Appeals Determination Report,

including updating calculation based on documentation to

support any changes and in accordance with the policies and

procedures of The Road Home program.

.

Direct General Insurance Company

10225 Florida Blvd

Baton Rouge, LA 70815

Client Services Representative

06/06 - 02/08 CSR, responding to all inbound customer calls and written

correspondences. Build rapport with each customer. Retain

policyholders who inquire about canceling through open

listening, negotiation and policy review. Proactively identify

and communicate policy transactions and impact to customer

billing. Evaluate and make decisions regarding exceptions to

payment plan and fees. Make alternate payment arrangements as

well as perform general office duties such as faxing,

printing, copying etc.

Community Service

.Volunteer Tutor/ Mentor, Kindergarten, Greenville

Elementary School

.Active volunteer, participating in numerous community

projects and organizations.

.Our Lady of the Lake Regional Medical Center Children's

Hospital

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