Customer Service Manager

PROFESSIONAL SUMMARY

Able to handle a high volume of customer calls in fast paced environment

Maintain emphasis on the highest quality of consumer service

Excellent listening skills, oral and written communications

Comfortable in interaction with all levels of the organization and public

Excellent problem solving and negotiating skills

Experienced in IMIS database systems.

CERTIFICATIONS AND TRAINING

Writing Clinical Impressions

Unique Needs of Persons Served

Human Rights Policy

Customer Service II

Review new CARF Standards

Confidentiality Regulations

Medication Policy

Ceridian Issues

EXPERIENCE

Edgewood/Brookland Family Support Collaborative 2016 – Present

Transitional Home, Night Monitor

Check in, monitor and report client activities nightly

Supervise clients medication consumption, distribute meals and assign chores

Maintain accurate logs

Room checks daily and recommend to House Manager of any repairs, cleaning options, etc

Monitor client entering and exiting facility. Provide passes on case by case basis.

Log-in case notes on system.

Alternative Solutions of Youth 2015 – Present

House Monitor, Direct Care

Work with a team to receive recipients and allocate space/beds for overnight stay in hypothermia shelter

Check in, monitor and report client activities nightly

Supervise clients medication consumption, distribute meals and assign chores

Assist in facility cleanup, dispose of litter and debris and inform supervisor of all safety hazards

Maintain accurate logs

Volunteers of America (Part-time & Seasonal)

Hypothermia Homeless Shelter / Night Monitor 2009-Present

(ACA) American Counseling Association

Member Service Center Specialist 2007-2011

Responded to member/customer inquiries, complaints, and requests in a prompt and courteous manner

Processed member invoices, applications and record changes in membership database

Handled inquiries related to product and service information, campaign activities, programs and returns

Provided prompt response to order fulfillment for publications and subscriptions

Provided on-site support of Division Conferences and Annual Meeting

Receipt and track membership dues and other receivables

Monitored and respond to all messages from the member service center voicemail and email

Performed administrative and clerical special projects as assigned

Participated on internal teams, either through formal assignment or on an ad hoc basis

Receptionist back, answer multi-line telephone system, route calls and take accurate messages

National Association of Elementary School

Customer Service Support 2005-2007

Responded to member inquiries by telephone and email

Maintained accurate records of accounts receivables, cash receipts, claims and overdue invoices

Computed and record credit memos, adjustments, invoices and account statements

Processed membership renewals and implement corrections to membership records

Generated daily reports to verify membership processing information and prepare for end of month task

Performed clerical assistance and receptionist back up as needed

Red Top Cab Company

Reservation Agent 2002-2004

Processed over 300 incoming calls daily

Provided friendly, personalized and professional service to all patrons

Responded to inquiries regarding routes and schedules

Contacted customers and agents by telephone to confirm travel plans and advise of changes

Resolved customer disputes in a polite and efficient manner

EDUCATION

Armstrong Education Center - (G.E.D.) 1995

VOLUNTEER EXPERIENCE:

Life Starts – Fox 5 Mentoring Program 2008- Present

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