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Manager Customer Service

Indianapolis, IN
March 22, 2018

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***** ********* **.

Indianapolis, Indiana *****


OBJECTIVE: Seeking a position which requires a qualified professional with exceptional record of academic and employment achievement. I possess relevant training skills, human resources, intense case management, therapeutic & social services skills.


●03/17 – Present Family Solutions and Community Counseling (FSCC) Indianapolis, IN

Title: Home Base Case Manager

Responsibilities: Utilizing community resources to empower the clients in obtaining resources that he/she needs. Complete daily task: progress notes, face to face sessions, update appropriate paperwork, hold client’s accountable for their actions, complete case plans, intakes, and assessments, etc.…

●10/16 – May 17 NBLCS Indianapolis, IN

Title: Intern Therapist/Field Trainer

Responsibilities: Allow new hires to shadow me in the field, facilitate Case Management Pro training, analyze new hires for the purpose of extra or much needed training, complete intakes, complete weekly progress notes, complete treatment plans, facilitate progress note training and D.A.P. training, staff weekly with a license therapist, treat adults and child by counseling them, ...etc.

●12/15 – 10/16 NBLCS/FWSCS Indianapolis, IN

Title: Regional Director/Intern Therapist

Responsibilities: Manage Program Managers, Answer to upper management, assist program managers when needed, complete end of the week spreadsheet, counsel contractors, disciplinary actions pertaining to program managers and contractors, facilitate staff meetings, … etc.

●09/15 - 12/15 New Beginning’s Life Center Social Services (NBLCS) Indianapolis, IN

Title: Program Manager/Home Base Case Manager

Responsibilities; Manage Home Based Case Managers, Homemaker Parent Aids, and Drug Screeners. Complete midweek and end of the week spreadsheets, facilitate meetings, email contractors, ensure positive relationship between FCMs and the agency, handle disciplinary actions pertaining to contractors, …etc.

●07/15 - 11/15 Community Health Network (Gallalue) Indianapolis, IN

Title; Behavioral Specialist

Responsibilities; Ensure clients that have mental illness makes it to their doctor appointments. Assist clients in becoming independent if their mental illness allows. Assist client getting to and from their medical appointments, mental health appointments, obtain stable housing, employment, or get them active in the community, Staff with client’s team of providers (which includes the psychologist/psychiatrist)

●01/2015 – 07/15 Benchmark Family Services Indianapolis, IN

Titles: Senior Licensing Specialist

Responsibilities: Facilitate pre-service (R.A.P.T. 1-4) and ongoing training, keep track of training hours, administer corrective actions, complete home study report, recruit foster parents for the agency, write exceptions and waivers for foster homes, communicate with Central Office (DCS), ensure the safety of the foster children in our agency, support the foster parents, complete recertification and annual reviews of all foster homes, place children in need of services in a qualified foster home, manage office when Regional Director is away, … etc.

●12/2013 – 12/2014 Benchmark Family Services Indianapolis, IN

Titles: Therapeutic Support Specialist

Duties: Make weekly contact with foster family and foster children, manage caseload, support foster parents, create treatment plans, give recommendation to the foster child’s team, be a productive member of the foster child’s team, provide foster parents with resources and appropriate trainings

●7/2008 – 1/2014 ConAgra Foods Indianapolis, IN

Titles: Human Resource Assistant

Duties: Supervise employees on the production floor, coordinate the production floor, communicate between management, hourly and HR., follow and interpret union contract, keep record of attendance, participate on committees, deal with time sensitive materials, payroll, assist in progressive disciplinary actions, track vacation days used, schedule overtime, schedule meetings, …etc.

●5/2004 – 7/2006 ResCare Adept/Voca Indianapolis, IN

Title: Direct Care Coordinator

Duties: Providing resources for employment. Transporting mentally disabled adults to and from Day service Program, help them maintain their daily routine, teach them proper skills to help them live on their own, make doctor appointments, take them to the doctor appointment, distribute medications, intense case management, reconcile accounts and facilitate staffing meeting, interview and train new hirers, …etc.

●7/2003 – 5/2004 Microtel Inn & Suites Indianapolis, IN

Title: Front Desk Manager

Duties: Write out schedules, manage a crew or ten employees, make reservations, check guest in and out, do the night audit paperwork, clean up front lobby, and help with promotions and help with marketing, cover any shift that is open, provide customer service to the guest, do laundry and help generate revenue for the hotel.

●8/1999 – 9/2000 Rainbow House Muncie, IN

Title: Caretaker

Duties: Assist with daily chores, homework, transportation, job search, cleaning, mediation, facilitate meetings, assist in case planning, transitioning out into society, …etc.


Martin University Indianapolis, IN

Master’s Degree in Community Psychology

All Classes Completed 7/2016

Graduated May 2017

July 2006 Ball State University Muncie, IN

B.S. Degree in Criminal Justice/Criminology with a minor in

Counseling Psychology

May 1997 Arsenal Technical H.S. Indianapolis, IN

Major studies: A.P. English, Banking, and Math/Science Magnet


Microsoft Office Suite Knowledgeable in IAC codes

Typing (55-60 wpm) Knowledgeable in CW codes and regulations

Scheduling Writing Clinical Summaries

Therapeutic Skills Case Management

Communication Behavior Management

Case Plan Preparation CPR Certified Trainer

Trauma Informed Care First Aid Certified Trainer

Universal Precaution Certified Trainer

R.A.P.T. Certified

ADDITIONAL INFORMATION: I am result driven, empathetic, a proactive communicator with people of all educational and professional backgrounds. I am a dedicated leader that strives for the best, but I can also be a team player. I can admit when I am wrong. I can accept professional criticism. I am very reliable and trustworthy. I am very versatile and I can adapt accordingly. I take my job very seriously. I always strive to give 150%, so my work can speak for itself.

REFERENCE: Upon Request

Salary Requirements: Negotiable

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