Customer Service Manager

Vicki Simmons

Email: *********@********.***

Address: **** ** ******* ***.

City: Topeka

State: KS

Zip: 66604

Country: USA

Phone: 785-***-****

Skill Level: Management

Salary Range: $38,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Vicki E. Simmons 1906 SW Collins

785-***-**** Topeka, KS 66604

EDUCATION

Washburn University: BSW

Ft. Hays State University: MLS

EXPERIENCE

St. Francis Community Services

Resource Specialist/Resource Homes Supervisor: 4-2010 to 2-2011; 40+ hrs. per week;

$20.15 per hour.

* Engaged and assessed prospective kin, relative, foster and adoptive families.

for placement of support resources for children

* Conducted and documented assessments and licensing requirements per

agency guidelines for kin, relative, foster and adoptive families.

* Completed annual reassessment and licensing requirements for resource

families according to the type and level of care being provided.

* Provided training regarding kinship foster and adoptive care as needed.

* Completed and distributed timesheets and written documentation accurately

and timely.

Supervised 3 Resource Specialists within the NE Region of the state

Kansas Department of Social and Rehabilitation Service

Children and Family Services: 1998 to 2009

Program Manager for the Kansas and Northeast Region Protection Report Center:

2-2007 to 12- 2009; 40+ hrs per week; $20.65 per hour.

Ensured that child and adult abuse/neglect reports from 24 counties in the Northeast Region were taken timely and assessed to determine if further agency involvement were required according to Federal and State policy and procedure.

Trained and guided employees so they understood agency and program direction

Established protocol and procedure for interpreting policy, answering and disseminating policy questions and clarifications by seeking answers from Central Office, Legal Division and other program managers when appropriate.

Maintained data bases and provided reports for management.

Completed timesheets and evaluations for employees.

Provided support and direction to employees.

Supervision: Supervised 1 Senior Administrative Assistant, 18 Administrative Specialists and 5 Social Work Specialist

Customer Service Manager: 10-2004 to 2-2007; 40 hrs. per week; $18.97 per hour.

Provided problem solving of program and policy direction to agency staff and community partners.

Ensured complex or multi-program regional concerns by collaborating with all agency programs and working with community partners and contractors.

Established a collaborative effort in resolving problems or concerns facing customers.

Maintained State and Federal programs and policy knowledge in order to make decisions and/or recommended actions.

Participated in program management training and in work planning activities for the purpose of professional development.

Promoted effective cultural awareness by recognizing diverse backgrounds of all customers.

Produced reports to track all customer service issues within the region.

Supervision: Directed, managed, supervised, evaluated and developed at least 1 staff member.

Family Preservation Area Contract Specialist: 11-2003 to 10-2004; 40 hrs. per week; $15.00 per hour.

Oversaw and monitored the Family Preservation contract for compliance with guidelines and performance in the Topeka Area Office.

Designed, administered, evaluated and related the outcomes of a customer survey to senior management which improved the relationship between agency and Family Preservation staff.

Member of the Family Preservation Peer Review process

Served on the Regional monitoring team with staff from Children and Family Services, participating in quarterly on-site reviews of contract programs.

Evaluated contractor effectiveness in achieving objectives by monitoring outcomes and through customer satisfaction surveys and monthly and quarterly reports.

Reviewed approximately 20 Family Preservation cases quarterly providing interpretation of guidelines and policies for the contractor and developed corrective action plans in collaboration with the contractor.

Served as key contact between the contractor and agency for the purpose of resolving contract issues, providing technical assistance as needed and follow-up on agency recommendations to the contractor, including fiscal monitoring of the contract.

7-2004 to 10-2004: Planned, developed, implemented and maintained the Family Preservation contract for all 24 counties in the Northeast Region, including the regional database and protocol for referrals.

OTHER EXPERIENCE:

Child Protective Service Investigator

Adult Protective Service Investigator

Intake worker for the Child/Adult Abuse Hotline

2000 SRS Leadership Graduate

EEO Representative

Trained facilitators and lead discussion groups concerning an SRS web-based training

Educated staff on child abuse/neglect issues to community agencies and partners

Reviewed child abuse/neglect reports for compliance

Participant on the RFP contract review team for Family Preservation

Extensive interviewing and customer service skills;

Research knowledge

VOLUNTEER AND COMMUNITY SERVICE

Red Cross Volunteer Disaster Recovery Team

Children and Family Service Review case reader for the Federal Government

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