Customer Service Management

Steven W. Horne, MBA / MPM

***** ********* **, *********** ** 92316

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

Phone: (310) 849 - 7513

Objective:

To be employed with an organization where I can utilize my education,

background, and diverse experience; to expand my knowledge, and to seek

opportunities for personal and professional growth.

Professional Skills:

Extensive experience in various industries at key positions including:

Project Management, Organizational Change Management, Case Management,

Customer Service, and with computer hardware/software. Excellent leadership

and team- building, outstanding communication, rapport-building skills,

with an eagerness to learn and continually improve.

Technical Skills:

Excellent knowledge of DOS and Microsoft Windows Operating Systems (3.1,

95, 98, 2000, XP, and Vista); including Microsoft Office Suites, Project

2007, Access 2007/SQL, and Internet based applications. Hands on experience

with research and database design, including queries, data entry and

analysis.

Work Experience:

Ettie Lee Youth and Family Services

July 1990 - February 2007

Program Specialist - Eastern Region

. Project Management / Program Development: Regional Director of

comprehensive, $6 million organizational transformation to Mental

Health modality.

. Case Management: Formulation of individual client Appraisal Needs and

Service Plans, updated quarterly. Maintained a caseload of 24 clients

. Conduct intake assessments and formulation of discharge planning

. Development, implementation, and evaluation of both mental health and

group care goals

. Design, provide, and evaluate intensive on-site staff and client

training

. Conduct weekly audit of files, budget analysis and maintenance of

safety standards and records

. On-site computer work station configuration and maintenance

Denver City and County Human Services

June 2007 - November 2007

Ongoing Social Case Worker

. Formulation of detailed Service Plans, including extensive family

information and histories, visitation plans, continuous assessment of

risk, safety planning and 90-day case reviews. Minimum caseload of 11

families

. Writing and submission of comprehensive computerized court documents

outlining each specific case. Includes formulation and tracking of

individual goals, objectives, and action steps; includes Disposition

reports, Permanency Planning, and Case Reviews

. Establish and maintain working relationships with families and service

providers, including health care professionals, placement providers,

community liaisons, substance abuse treatment professionals, mental

health providers, domestic violence counselors, CASA workers, and

others, such as court officials, Guardians Ad Litems, attorneys, and

judges

. Coordinate and monitor implementation of services for children and

placement providers

. Individual case presentation at Mental Health Triage, Financial

Allocation Team, and Case Auditors

Education:

. Master of Business Administration, Project Management (MPM) with

honors; Keller Graduate School of Management 2010

. Bachelor's of Arts - Psychology, California State University - San

Bernardino, 1990

. Associate's of Arts - Computer Science, Denver Community College, 1986

References: Available upon request.

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