Customer Service Manager
Resume:
Francia D Malone
Flint, MI 48532
810-***-**** Hone 810-***-**** Business
Email: abjngt@r.postjobfree.com
Education Charles Stewart Mott
Community College, Flint Michigan
AAS Degree/ Social Work Technician
Program: May 1, 2010
GPA 3.0 / Deans List 2009/2010
Associate of Liberal Arts
Degree: 1994
__________________________________________________________________
____________________________________
Field Experience Flint Odyssey House,
Inc., Flint, Michigan 6/2009-
4/2010
Social
Work Intern- Admissions/ Homeless Case Management
. Administered urinalysis screenings to
outpatient clients
. Basic office/clerical functions (faxing,
filing, appointment scheduling)
. Conducted clinical data/research (Clinical
Baselines)
. Gathered statistical data, demographic/
insurance information for billing
. Documented / updated client progress notes,
ROI's and HMIS forms
. Conducted client satisfaction surveys via phone
and in person
. Created Homeless Case Management Directory via
Excel Spreadsheet
. Created an Email Resource Directory via
Microsoft Word 2007
. Developed treatment plans (IPOS) for clients
. Assisted clients in completing (SDA, Medical
and Food) paperwork
. Conducted phone screens for Impatient
Admissions Department
. Filed high volumes of paperwork for the agency
in a timely manner
. Referred clients to appropriate agencies/
provided community resources
. Adhered to agencies policies and procedures
(HIPPA, 42 CFR)
. Conducted Biopsychosocial Assessments, intakes
and interviews
. Assisted agency in preparing for CARF
Accreditation
. Maintained client medical records
Disability Network, Flint,
Michigan
1/2009-4/2009
Social Work Mini Internship
. Updated membership directory via spreadsheet
management
. Updated information and referral directory via
phone contact
. Assisted ancillary staff with mailings for
organization events
__________________________________________________________________
____________________________________
Other Social Service Exp. Flint Area Albinism Network
(FAAN) 501 c (3) Flint, Michigan 2005-2008
Founder/President
. Advocacy
. Completed all IRS Tax Exempt Status paperwork
. Community Outreach and Education ( health fairs,
media appearances)
. Created organizations brochures, business cards
and flyers via Publisher
. Provided support groups for individuals with
Albinism
National
Organization for Albinism and Hypopgimentation 2002-
Present
Spokesperson for state of Michigan
. Moderated conference sessions when called upon
. Assisted with outreach efforts on a national/
local level
. Raised positive awareness locally via health
fairs, media appearances
. Participate on conference panels when called
upon
Department of Labor and Economic
Growth, Flint, Michigan 2005-Present
Michigan Commission for the Blind-
Public Relations Volunteer
. Participated in 2004 marketing video
. Participated in 2005 marketing brochure
. Photo used for the cover of MCB's 2008 Annual
Report
. Event Coordinator- 2008 30th Anniversary
Celebration ( Flint Office)
Malone Family Choir, Flint, Michigan
2003-Present
Public Relations
. Schedule media appearance, community appearances
wrote articles
. Promoted CD Release: " A Family Reunion"
locally/nationally in 2003
. interview with radio stations, magazines etc;
via phone and in person
. Appeared on and won TV One's 1st Family Reunion
Show in 2008
__________________________________________________________________
_______________________________________
Work Experience National Telecommuting
Institute, Boston, Massachusetts 11/2004-1/26/2007
Virtual
Order Entry Clerk I
. Performed data entry(35wpm) while navigating
screens and spreadsheets
. Answered calls via web based CRM for the IRS 1-
800 Forms Line
. Assisted with training new employees ( Call
Quality, QA, Role Playing)
. Provided the highest quality of Customer Service
to customers
. Provided Information and referred customers to
appropriate entity
Metropolitan Housing Development,
Flint, Michigan 4/2004-12/2004
On Call-Home Health Aide
. Administered medications ( orally and
injectable)
. Assisted with daily living skills, performed
light housekeeping duties
. Provided homemaker/ companionship and prepared
meals
Francia's
Home Care Service, Flint, Michigan
7/2000-Present
Owner, DBA
. Accompanied client to medical appointments and
outings
. Assisted with rehabilitative exercises
prescribed by physicians
. Assistance with daily activities, ran errands,
medication set-up/reminders
. Companionship/ Homemaker
__________________________________________________________________
______________________________________
Additional Skills: Appointment Scheduling, Basic Medical Care,
Dietary Aide Event Coordinating/Planning,
Customer Service, Photography, Human Resources Management,
Office Management, Paraprofessional,
Public Speaking, Sales/Marketing, Small Business Management,
Telemarketing and Tutoring
__________________________________________________________________
______________________________________
Training: Physician Telemessaging (2010) School-Based Crisis
Intervention (2010), Leadership
Development Training, Department of Education Washington D.C
(2008), CPR (2006), CMH Community
Support/Med-Drop (2006), Recipients Rights (2006) Disability
Employment Advising (2000), Domestic Violence (1996)
_______________________________________________________________
__________________________________________
Awards: "National Leadership Award" Small Business Advisory
Council, Washington D.C- 2002
Community/Volunteer Activities: PR/ Trend Setta's Corvette Club-
2009 to Present, Connection Team/ New
Creations Church 2009 to Present, Health Team/ Nurses Ministry,
NJFGB Church: 2000-2007, McLaren
Medical Center Auxiliary/Patient Care Representative- 2004 and
Big Brother Big Sister Mentor-2004
Professional Reference
Mr. Paul Jordan, Director, SWK Technician Program
Charles Stewart Mott
Community College
1401 East Court Street
Flint, Michigan 48502
810-***-****/ email: abjngt@r.postjobfree.com
Debbie L. Wilson, Vocational Rehabilitation Manager
14(Central Region)
Michigan Commission for the Blind
5489 Meadowcrest Drive
Flint, Michigan 48532
810-***-**** Work/ 810-***-**** HM
Ms. Andra Tyiski-Johnson, LMSW
Flint Odyssey House- Intern Supervisor
1108 Lapeer Road
Flint, Michigan 48503
810-***-****/ Work
Tonya Mosley, Case Manager
Flint Odyssey House, Homeless Case Management
987 South Ballenger Hwy
Flint, Michigan 48532
810-***-****/ Work
Personal References
Nicole D. Lee, Funeral Counselor
5401
Mendelberger Drive
Flint, Michigan 48505
810-***-**** work/ 210-6128 Mobile
Kimberly Nelson, Healthplus of Michigan- CSR
6913 Daryll Drive
Flint, Michigan 48505
810-***-**** Work/ 810-***-**** Mobile
Marsha Hill, RN
President: NJFGBC Nurses Ministry/Health Team
4401
Maple Pointe
Grand Blanc, Michigan 48439
810-***-**** Home
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