Customer Service Manager
Resume:
Andrea Brown-Keen
*** ***** ******* abjhfa@r.postjobfree.com
Auburn, IN 467**-***-***- 2835
OBJECTIVE
Focused, self motivated, and detail oriented individual seeking Employment
opportunities, where communication, multi-tasking, and customer service skills are
required in addition to having previous supervisor experience.
EDUCATION
Indiana University, Bloomington, IN May 2008
Bachelor of Arts in Speech and Hearing Science
Minor: Human Sexuality GPA 3.0
RELATED EXPERIENCE
ResCare, Fort Wayne, IN May 2004-Dec. 2006
Support Associate
• Managed medication dosing, using Medication Administration Record’s and
documentation protocol, for 4 individuals three times a day with multiple
differing medications
• Helped to uphold the Consumer Rights of 4 individuals with differing
disabilities through community integrations
• Served as one of the primary care takers, in a team of three, and support
systems for the individuals
• Documented daily in progress notes each consumers physical condition and
daily activities
Stone Belt, Bloomington, IN November 2005-March 2008
Supervised Group Living Staff
• Obtained and maintained Certification in First Aide, CPR, Core A and B along
with training in monitoring vitals
• Facilitated and instructed individuals with physical and developmental
disabilities in their everyday lives
• Empowered individuals through teaching while providing a safe environment
for them to learn by experience
• Implemented personal care techniques with consumers having multiple
differing disabilities.
• Provided supports to consumers with challenging behaviors while maintaining
a calm and relaxed demeanor
Indiana University, Bloomington, IN January 2007-May 2007
Human Sexuality Course, Discussion Leader
• Coordinated and supervised a discussion once a week with 18 college students
• Organized and implemented a discussion seminar agenda each week
• Responsible for grading assignments of all 18 students while managing these
students overall grades and keeping them confidential
• Communicated my ideas to the group without discounting any ideas they had
Stone Belt, Bloomington, IN March 2008 - July 2008
QMRP, CS Coordinator
• Provided program planning and supervision of staff and clients in two
group homes
• Collaborated with person-centered planning teams to assess, develop, and
implement the individualized habilitation plan for each of 10 residents.
• Ensured protection and advancement of resident rights, services, health
and safety while also maintaining knowledge of regulations of monitoring
agencies
ResCare, Fort Wayne, IN Nov. 2008 - Feb. 2009
Support Associate
• Re-obtained and maintained Certification in First Aide, CPR, Core A and B
along with training in monitoring vitals
• Served as the primary care taker for 4 consumers during overnight hours
• Documented, every evening, in progress notes each consumers physical
condition and health status
• Maintained a clean, sanitary, and healthy environment in the consumers home
Indiana Professional Management Group, Fort Wayne, IN February 2009- Present
Case Manager
• Maintained a home based office, with minimal supervision, to meet state
Medicaid Waiver guidelines.
• Facilitated team meetings with 40 consumers, guardians, and their teams
on a quarterly basis or as needed.
• Met Medicaid Waiver deadlines for each consumer on a regular basis.
• Actively advocated for each of 40 consumers to ensure Health and Safety.
• Managed expense reports on a monthly basis.
• Maintained HIPAA regulations while working with individuals and service
providers.
• Organizing and maintaining medical records, Medicaid, budgeting, and
meeting information for each individual on a regular basis.
• Working with Citrix, Microsoft Word, Microsoft Excel, Multiple Emails,
and other specialized case management software on a daily basis.
Andrea Brown-Keen
403 North Jackson abjhfa@r.postjobfree.com
Auburn, IN 467**-***-***- 2835
References
Paul Holsten
Case Manager Supervisor
Indiana Professional Management Group
28 S. 600 West
Angola, Indiana 46703
Kathy Lewis
Site Supervisor
ResCare
4410 Executive Blvd
Fort Wayne, Indiana 47808
Nancy Smith
SGL Associate Director
Stone Belt Arc.
East Tenth Street
Bloomington, Indiana 47406
Ext. 226
Contact this candidate