Customer Service Manager
Resume:
Temple Hills, MD *****
PROFILE
Mr. Foncham is an innovative and high energy retail manager with 17
year proven track record. Strong desire to support a retail
enterprise focused on customer acquisition, satisfaction and
retention. Ideal firm will benefit from proven skills in sales,
operations, customer service, and accounting functions that will grow
market share and profits. Confidence, leadership, teamwork and
tenacity result in high sales ratios. He is Fluent in French and
English; excellent computer skills and proficient in several general
accounting software programs. Mr. Foncham assumes management
responsibility for the fiscal and operational activities of the home
care organization; responsible for long-range planning, organizing,
directing, and staffing of the organization. Plans and develops new
programs, recruits and interviews management staff, and establishes
mechanisms for measuring quality care and organizational performance.
EDUCATION
M. B.A. CALIFORNIA BAPTIST UNIVERSITY, RIVERSIDE, CALIFORNIA
B.A., MATHEMATICS/THIRD WORLD STUDIES, UNIVERSITY OF
CALIFORNIA, SAN DIEGO, CALIFORNIA
PROFESSIONAL EXPERIENCE
10/22/09-Present- RIMS (Center for Enrichment and
Development)
. Work with Clients in Shepherd Cove Shelter and other Shelters in
surrounding Counties (Charles/Baltimore) into Family
Stabilization Program.
. Assess families' of and individuals with developmental
disabilities coordinate and acquire services.
. Assist clients set individualized housings goals.
. Work with families to identify permanent housing opportunities.
. Meet with housing agencies to develop discharge plans and follow
up plans with families to assist them maintain permanent
housing.
. Provide crisis intervention during disputes between clients' and
landlords and encourage clients to follow through with
responsibilities(i.e. paying rent
on time, completing necessary forms etc);
. Transport Clients to RIMS for support peer groups and implements
the plan for all clients and families to meet on site for
medication management,
case management group intervention and peer support.
. Schedules group meetings/workshops with the agency or community
resources to address a variety of issues such as financial
planning, parenting skills,
budgeting, home maintenance, life skills and problem solving
training.
. Link clients' with addiction to programs such as A.A, N.A,
community mental health clinics and addictions treatment
programs.
. Assist clients in the development of interpersonal skills,
enabling them to live with others and create their own support
networks.
. Coordinate and submit program reports as required.
06/01/08 -05/15/09 Administrator (Shalom Health Care Services, Inc.)
. Oversees the development of organizational policies and
procedures that support the mission and goals of the
organization while ensuring credentialing and regulatory
compliance.
. Organizes and directs the ongoing functions of the agency.
. Interfaces and communicates with DHS, CMS. JCAHO and other
Federal, State and Private organizations on behalf of the
organization.
. Formulates program development and revision plans that are short-
term and long-term scope.
. Approves all salary adjustments in keeping with the parameters
established in the annual budget.
. Submits an annual operating budget to the Board and monitors
fiscal operations on an ongoing basis.
. Provides leadership and consultation to the management team.
. Demonstrates positive written and verbal communications,
internal and external to the organization.
. Holds regular management team and staff meetings in order to
ensure smooth operations and communication flow throughout the
organization.
. Recruits, interviews, hires, and provides initial orientation of
all new employees, a continuous in service training program, and
competent supervision designed to improve patient care and
employee efficiency.
. Provides procedures and system of staff communication that
ensures coordinated implementation of Plans of Treatment and
utilization of necessary services to be able to give quality
care to our patients.
. Maintains written service agreements including financial
arrangements with other approved providers for appropriate
services necessary to meet the needs of patients.
. Demonstrates a high commitment to customer services and quality
organizational standards.
. Prepares for and presents relevant operational reports to the
Board at regularly scheduled meeting and on an interim as needed
basis.
. Identifies critical issues that will affect the organization.
04/01/03 - 06/01/08 Owner
. Shell (12 - pump + diesel) Station and Convenience Store, Vero
Beach, FL
. Achieved 100/100 on Shell's further Checklist rating, 4th
quarter, 2006. Responsible for all business and financial
operations, personnel staffing and performance, ad facility
oversight.
. Located near a major retail mall, residential neighborhoods and
interstate access, this large store serves local repeat
customers and highway travelers alike.
. Fostered and maintain a welcoming atmosphere with excellent
customer relations practices and a clean, well-stocked facility;
promotional offers on distribution flyers to the local area keep
neighborhoods aware of value shopping opportunities at this
store.
03/01/02 - 10/01/03 AGENCY OPERATOR & STORE MANAGER
. Avis -Rent-a-Car & Citgo Gas Station, Vero Beach, FL
. Maintained excellent customer relations and was responsible for
all operations and personnel.
01/15/00 - 02/15/02 AGENCY OPERATOR
. Avis -Rent-a-Car, Rancho Cucamonga, CA
. Opened this location and developed excellent customer relations.
Responsible for all operations and personnel.
06/01/91 - 01/15/00 ACCOUNTING ASSISTANT (Concurrent with MBA studies
during 1999 -2000)
. University of California, Los Angeles
. Prepared budget analyses, statistical reports, payroll
summaries, and purchased orders. Trained and supervised student
workers and performed vendor account reconciliations.
IVIC INVOLVEMENT
. GILFORD YOUTH ACTIVITY CENTER, Vero Beach, FL
. Sports and general program volunteer.
AFFILIATIONS and CREDENTIALS
. Fluent in French and English.
. Member, B.A.A.S.H. Baltimore Area Association for Supportive
Housing;
. Member, Prince George's County Homeless Service Partnership.
(HSP);
. Member, Southern Maryland Tri-County Homeless Board.
Stephen Foncham
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