Customer Service Quality Assurance

Felissa Lowe

Email: abppqd@r.postjobfree.com

Address: ** **** *****

City: Laplce

State: LA

Zip: 70068

Country: USA

Phone: 504-***-****

Skill Level: Entry

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

FELISSA LOWE

87 Moss Drive * LaPlace, LA 70068 * 504-***-**** * abppqd@r.postjobfree.com

Ambitious, resourceful and versatile professional skilled at managing multiple projects, providing excellent customer service and streamlining operations. Exceptional communication and interpersonal skills with the capacity to work successfully with individuals at all levels of an organization. Recognized for ability to resolve complicated issues in initial stages and simplify processes to enhance business practices in fast paced environments. Proven track record that demonstrates self-motivation, creativity and initiative to achieve both personal and corporate goals. Proficient in Microsoft Suite (Word, Outlook, Excel, PowerPoint).

Core Competencies Include:

* Team Building & Leadership * Supervision & Training * Project Management

* Relationship Building * Problem Resolution * Service Strategies/Solutions

* Client/Member Support * Investigative Research * Process Streamlining

* Workflow Management * Program Planning * Crisis Management

PROFESSIONAL EXPERIENCE

Oceans Behavior Hospital - Kenner, LA October 2011 to October 2012

Social Worker

Provided one-to-one and group therapy developing and implementing treatment plans, functional behavior assessments, diagnostic evaluations, daily progress notes and monthly reports for the geriatric population. Cultivated positive, productive relationships with clients, families, physicians and community providers to promote effective coordination of resources and patient education. Collaborated with various facilities to ensure members are receiving excellent care.

Kingsley House - New Orleans, LA January 2010 to March 2011

Multi-systemic Therapist

Managed a demanding caseload providing intensive assessments, treatment plans and monitored care to adolescents across a variety of social, economic and ethnic backgrounds. Counseled high risk clients identifying needs and goals to prevent out of home placement and improved quality of life. Established and maintained cooperative relationships with school site personnel, mental health providers, probation officers and parents to ensure positive outcomes and confidentiality. Served as member of the interdisciplinary care team and crisis team chairperson.

Absolute Health, Inc., - LaPlace, LA February 2008 to August 2008

Mental Health Professional

Worked directly with patients diagnosed with mental illnesses to develop treatment plans and facilitate group sessions to assist with transition into outpatient care. Counseled families, prepared materials necessary for application to community agencies for services and benefits. Successfully managed caseload for behavior management plan implementation. Participated in quality assurance and staff risk management initiatives. Provided thorough documentation assessing psychiatric needs, medication compliance and various information.

Housing Authority of New Orleans - New Orleans, LA February 2008 to May 2008

Graduate Student Intern/ Case Manager

Managed services rendered to clients affected by Hurricane Katrina ensuring complicated matters addressed and resolved in a timely manner. Accurately processed referral forms and updated assessment forms for medical assistance and counseling. Collaborated with staff to complete survey information related to residential areas.

Odyssey House, Katrina Aid Today - New Orleans, LA September 2007 to February 2008

Case Manager

Successfully coordinated, linked and monitored services between clients and providers. Actively engaged in person-centered planning with individuals that were affected by Hurricane Katrina. Assessed eligibility for services including verification of benefits and financial responsibility. Effectively managed long-term recovery files and submitted to committee for approval. Streamlined intake paperwork process reducing amount of time during office appointments.

Delgado Community College - New Orleans, LA January 2006 to September 2007

Font Desk Clerk/ Testing Administrator

Provided administrative support and exceptional level of service to students and faculty. Selected to serve as interim guidance assessment specialist. Liaison between all impacted departments to ensure proper communication and reporting practices. Scheduled testing appointments, organized registration, administered various certifications and exams. Screened office communications and handled confidential material with discretion. Supervised work-study students, completed payroll and record keeping.

SUPRA Home Health- Metairie, LA November 2004 to July 2004

Human Resources/Office Assistant

Provided excellent administrative support managing simultaneous projects and ensuring deadlines were met and lease agreements up to date. Arranged and maintained sensitive documents in compliance with confidentiality policy. Verified employment and informed affiliated agencies on policy changes. Handled general requests for information and data in a timely manner.

EDUCATION & CREDENTIALS

SOUTHERN UNIVERSITY

Master of Social Work, May 2008

Bachelor of Arts in Psychology, May 2000

UNITED STATES ARMY, Fort Hood, TX

February 2001 to June 2004

Leadership and Technical Skills Supervisors Course, Diploma 2002

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