Business Intern
Resume:
Professional Summary
Experienced Professional with over ten years of experience in Management, Planning, Research & Analysis, Customer and Social Services, working for fortune 500 companies.
Strong leadership, communication, relationship building and interpersonal skills, who embraces all challenges and has proven abilities to work aggressively, strategically to meet deadlines and motivate team members to succeed.
Constantly learning current and future Business, Marketing and Technology Strategies and Trend. Ease with learning new technologies, tools and processes. Able to thrive in ever-changing environment and overcome barriers. Ability to work independently or collaboratively.
Demonstrate outstanding problem solving, critical thinking and active listening skills. Ability to diffuse difficult and complex customer situations with ease and win customer loyalty.
Knowledge, Understanding and Passion for Business, Marketing, Product Management and Software Development Process - Waterfall, Agile, Scrum and Kanban methodologies, Estimation, Researching, Reporting, Requirements gathering, Sprint Planning and Documentation, Standups, Project Management, Budgeting, Risk Management and Demos and Testing – Unit Testing, Integration Testing, Regression Testing and Automation.
EDUCATION
W.P. Carey MBA – ASU
MBA, 2018 - 2019
GPA – 3.67, AACSB Accreditation
Arizona State University
Bachelors in Psychology, 2011
GPA – 3.6, Honors Magna Cum Laude
Technical Skills
Project Management: Jira, Rally, HP Quality Center and Microsoft Project Plan.
Methodologies: Waterfall, Agile, Scrum, XP and Kanban.
Collaboration Tools: Slack, Skype, and Confluence.
Tools: Windows 10, OS X, Word, Excel, Outlook, PowerPoint and Google Docs.
Others: Client Assessment Tracking System (CATS), QNXT, Dynamo, Department’s Child Welfare Software Programs, PeopleSoft, Right Fax, Vertex, and 3270.
EXPERIENCE
Phoenix, AZ 2016 - Present
Case Management Care Coordinator, Aetna
As a Case Management Care Coordinator, I’m responsible for effective case management of 40+ Long Term Care members with chronic medical and complex diagnoses.
Provide support to Members by coordinating care with Member’s healthcare team, Member family, primary care physician, medical specialists, and service providers.
Coordinated with Members’ PCP and DME service providers to assist members with their durable medical equipment (DME) needs.
Maintain medical records, complete detailed assessments, treatment plans, progress notes, closing summaries, monitor cases and ensure files are up-to-date according to company protocols.
Discuss and provide educational resources and create care management agreements with Members and families of Members on disease and the importance of prevention and treatment.
Identify and authorize home and community based services to provide appropriate quality healthcare that is member driven.
Complete Initial and ongoing Assessments, submit referrals for behavioral health services, provide billing authorization to Service Providers, provide assistance where gaps occur and develop care management agreements with members who are at risk.
• Achievement in Exceeding the company goals of monitoring members’ diabetes results, flu shot results, advance directives, assessment deadlines, and chart audits.
Technical Skills: Client Assessment Tracking System (CATS), QNXT (3270), Rightfax, and Dynamo.
Phoenix, AZ 2013 - 2016
DCS Specialist III, AZ Department of Child Safety
As a DCS Specialist, I was responsible for providing case management services to children and families.
Responsible for assessing child Safety and Risk.
Responsible for preparing Case Plans and writing detailed Court Reports and Documentation.
Maintained clinical records, assessments, treatment plans, progress notes, closing summaries, monitored cases and ensured files are up-to-date according to contract.
Attended Court and Foster Care Review board meetings, worked with Attorneys to assess best case plan practices and submitted referrals for Parenting Services, Substance Abuse Services and Behavioral Health Services.
Conducted Interviews with Parents and Children, and participated in child and family meetings.
Assess emergency crisis situations and implement social and medical interventions if found necessary after assessment.
Provided mentorship to new Case Managers.
Technical Skills: Extensive use of computer and Department’s Child Welfare Software Programs.
Phoenix, AZ 2011 - 2013
Case Manager, Choices Network
As a Case Manager, I was responsible for providing case management services to members.
Provided in-home case management services for SMI adults.
Maintained clinical records, assessments, treatment plans, progress notes, closing summaries, monitor cases and ensure files are up-to-date according to contract.
Conducted intake interviews, gathered clinical information, provided recommendations of services and appropriate therapeutic interventions for families.
Provided case management and submit referrals for therapeutic services, substance abuse services, and behavioral health services.
Assessed emergency crisis situations and implement social and medical interventions if found necessary after assessment.
Worked closely with behavioral health professionals to coordinate care to families.
Phoenix, AZ 2006 - 2011
Customer Service Representative, Fiserv
As a Customer Service Representative, I was responsible for providing financial customer service to Bank of America Customers.
Handled customer inquiries, complaints, billing questions and payment extension/service requests efficiently and effectively while managing a high-volume workload within a deadline-driven environment.
• Provided payment changes, recommend payment options and cancelled scheduled payments.
• Consistently met performance benchmarks (speed, accuracy, volume) and viewed as an exceptional team player.
• Provided detailed and accurate accounts of customer calls for prevention of future audit issues.
Technical Skills: Windows, Microsoft Word, Excel, PeopleSoft, Right Fax, Vertex, and 3270.
ADDITIONAL
Hobbies: Art, Painting, Henna, Photography, Traveling, Moving, Event Planning and Volunteering.
REFERENCES
Tameka Myers: 480-***-****, Supervisor, AZ DCS
Danielle Waldrep: 602-***-****, Lead, AZ DCS
Sachiko Tate: 480-***-****, Teammate, Aetna
Lisa Neuvenheim: 480-***-****, Teammate, Aetna
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