Customer Service Management

Counseling ( Customer Service ( team building

Highly qualified professional with an outstanding 16-year career increasing

and expanding knowledge to achieve peak performance through commitment for

the social development and improvement of children and/or families.

Including the promotion of success, self-motivation, and self-worth,

through continual support, and a systematic development and implementation

of plans that encourage positive rehabilitation and growth. This

experience is supplemented by a 10-year career in counseling and youth

support services.

. Operations and General . Counseling & Support . Customer Service &

Management Satisfaction

. Team Building & . Crisis Management & . Vision & Strategic

Leadership Prevention Planning

. Supervisory & Leadership . Behavioral Management . Conflict Resolution

Skills

Professional Experience

ThriveDC

Case Manager, Washington, DC

June 2008 - September 2009

. Conducted intakes and assessments for new and chronically homeless

men and women with a variety of mental and health illnesses and

conditions; provided individual counseling and case management for

all clients

. Maintained client records, including referral and outcome tracking,

managing program supplies and track inventory

. Led the supervision and coordination of morning program operations

to facilitate a positive client and volunteer experience including

opening and closing, responding to client needs, resolving

conflicts, enforcing rules, distributing toiletries, mail,

emergency and health supplies, overseeing client showers, laundry,

chores, clean-up, and other client privileges

. Planned weekly activities to build community and foster self esteem

and independence to engage clients and provide constructive

activities during program hours. Facilitated weekly therapeutic

peer educational group sessions

. Assisted clients with job search and placement opportunities.

Helped recruit community organizations and volunteers to partner

and provide educational and enrichment opportunities

Westat

Evaluative Coder, Rockville, MD (contractual position)

May 2007 - September 2007

. Researched, reviewed, and evaluated thirty child abuse cases daily

in order to properly code the cases in respective areas

. Input information regarding child neglect cases into database for

review of government officials

. Participated and provided input for weekly meetings to discuss and

debate the coding of respective cases

. Assisted and supported investigators with data collection,

evaluation of cases, and development of process and materials for

research projects

Riverside Hospital

Lead Mental Health Technician, Washington, DC

October 2003 - January 2007

. Assisted in the provision of a flexible, secure, client centered

program and the generation of therapeutic activities for patients

. Interacted with and provided rehabilitation and support services

for patients while monitoring growth and promoting mental health

through individual, joint, and group programs

. Encouraged and supported patients to achieve mental health,

positive self-images, and independence by providing controlled and

healthy environments, planned group work, and individual activities

. Documented and tracked patient treatment interventions, behavior,

and progress gathered through daily observations and interactions.

Participated in patient's treatment with other key staff members

(Page 2)

Foundation School of Montgomery County

Crisis Counselor, Rockville, MD

May 2002 - May 2003

. Facilitated guidance and leadership activities and offered

continuous behavioral assessment for clients based on progress

. Assisted in the implementation and modification of team activities

created by analyzing development evaluations of clients

. Prepared, maintained, and preserved a secure and positive

environment for clients and staff

. Organized, supervised, and encouraged patient participation in

educational and recreational activities

Mary Stevens Group Home

Counselor, Gaithersburg, MD

June 2001 - April 2002

. Directly supervised and monitored patients while assessing the

emotional and physical needs of each patient

. Organized daily activities and implemented programs to promote self-

respect, leadership, responsibility, independence, and time

management skills, and emphasize human worth and the quality of

life for group home patients

. Effectively controlled and managed a structured living environment

by promptly responding to crisis situations, participating in

weekly counselor and patient meeting sessions, and enforcing house

rules and patient chores

. Supervised morning, evening, and all recreational activities while

successfully maintaining communication and work logs

Qwest Communications

Customer Service Associate, Alexandria, VA

February 2000 - March 2001

. Managed, maintained, and submitted phone orders from various

clients, responded to orders, customer inquiries, invoice

questions, and complaints

. Handled and troubleshooted all customer inquiries to minimize and

prevent customer dissatisfaction or conflict

. Installed and processed client orders to enhance verbal

communication and recognized, documented, and alerted supervisor of

trends in customer calls

. Served as first point of contact for general inquiries for pricing,

products, upselling products and other services

Lionel Henderson, Inc.

Customer Service Representative, Hyattsville, MD

June 1997 - January 2000

. Managed all inbound and outbound calls from customers including

handling customer inquiries, complaints, and issues

. Performed basic data entry and prepared paperwork and documentation

for review

. Handled and monitored sales and processed all incoming transaction

orders from customers. Performed follow up phone calls for

customers with issues, complaints, and general inquiries

. Established and maintained business relationships with clients by

providing prompt, efficient and accurate service

Community Service

Cook County Grand Lodge of Chicago, Illinois

1987-1990

Masonic King Solomon Lodge of Washington, DC

1998 to present

Education and Training

Sociology Major, Chicago State University

110 hrs completed, 1981 - 1983

Associate of Science, Sociology/Social Work, Kishwaukee College

1978-1981

Certified CPR Training

References provided upon request.

Contact this candidate