Customer Service Manager

MARGALIE ORLEANS

**** ******** **** *** ***** Union, NJ 07083 908-***-**** ***************@*****.***

SUMMARY

Highly Experienced Case/Planner/ Manager with excellent client and case management skills. Action-oriented, Client focused. Excellent interpersonal skills. Strong communication and interviewing skills. Strong ability to manage high caseloads while meeting deadlines. Strong ethics and public management skills.

Highlights

Client-focused

Customer service expert

Results-oriented

Creative problem solving

Excellent time management skills

Proficient in interviewing

Strong interpersonal skills

Strong reporting and documenting

Certified ACS Child Protective Specialist

Strong knowledge of FASP

Proficient in MS office, Research and Public Presentation.

Accomplishments

Protective services:

applied safety procedures and policies as outlined in department safety manual.

Initiated and created service line: identified services by developed and created a service plan to help reduced crisis.

Process improvement: created new departmental procedures manual.

Assessed organizational training needs.

Education

MPA, Master of Public Administration

Rutgers, - Newark, NJ,

Completed coursework in leadership, human resources and public management

BA: Sociology

Saint Peters College - Jersey

PROFESIONL EXPERIENCE The Guardian Angels of Unheard Voices – Springfield, NJ

Case Planner 02/2012 to 10/2018

Created and developed fundraising evens to generate funds to help family support programs.

Successfully led key projects, which resulted in an increase of agency's stakeholders.

Completed family intake to assess family needs and create a service plan to address family clinical treatment plan and to help families to improve budgeting skills.

Monitored family support services to assure proficient service implementation in order to assure families are trained and prepared to navigate through other agency resources.

Documented progress notes and submits final analysis to close out family’s service plans.

Facilitated day-to-day operations, including staff recruitment, public relations and business development.

Maintained up to date records to assure quality assurance practice.

The New Jersey Department of children & Families - Plainfield, NJ

Family Service Specialist 2 02/2005 to 02-2012

Conducted field visits to investigate allegations of abuse and/or neglect to assure that child abuse or neglect has not occurred.

Conduct a thought-out assessment to evaluate safety and risk, and to identify interventions tactics that can help reduce risks and trauma for the families.

Placed child (red) into protective custody or foster care, when children are found to be at risk of harm.

Filed petitions and testify in family court in order to reinforce compliance with services while allegations of abuse or neglect have been founded.

Identified clinical services for each family to help reduce trauma

Prepared FASP, legal correspondence and reports for judges and deputy attorneys.

Identified clinical services for each family to help reduce trauma.

Monitored, and supervised children and families by completing biweekly visits in the home and in the communities to assure safety.

Maintain accurate and update case reports to assure quality assurance practice is being implemented in the service plan.

Contact this candidate