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Customer Service Manager

Location:
Los Angeles, CA
Posted:
October 17, 2018

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Resume:

Carmen Womack- Davis

Los Angeles, CA *****

Cell: 310-***-****

Email: ac7enq@r.postjobfree.com

Summary:

A creative, articulate, goal oriented achiever with strong interpersonal skills. Well organized, detail oriented and self motivated. I am capable of working independently or as part of a team and assuming multiple responsibilities. Strong ability to manage projects efficiently and accurately. An honest, hardworking, fast learner that brings a 100% commitment to everything I do. Eighteen years’ experience in counseling, assessment and eligibility determination. Training in the field of counseling, employment and training services.

Brotherhood Crusade

Los Angeles, CA

MIS/Intake Eligibility Specialist/P3 Case Manager 03/2018 to Present

Conduct accurate and complete eligibility determination for youth participants from the ages of 16-24 for the WIOA program prior to enrollment and registration. Assist Employment Representatives in communicating program eligibility criteria, including eligibility packet/application submission and income verification. Develop, demonstrate, and maintain programmatic knowledge and competency in all of the above programs by utilizing internal and external policy, as well as pertinent law, regulations and legislation. Also responsible to coordinate P3 Meetings regarding partners on a quarterly basis and enroll P3 eligible youth into the JOBS LA database as needed to satisfy the enrollment numbers for the program year, and other duties as assigned.

Employment Experience:

Community Career Development

Los Angeles, CA

MIS/Quality Assurance Representative/Case Management 08/2017 to 02/2018

Maintain customer information records in program files. Input participant information into the CAL JOBS/JOBS LA Database regarding the WIOA program. Attend Job Fairs, Career Days, and other community based activities for the purpose of customer outreach recruitment and public relations. Develop and maintain schedule of enrollment activities. Responsible for accurate weekly and monthly reports and other documentation as assigned. Review all eligibility documents for accuracy and completeness. Perform individual customer assessment and eligibility determination in both group and individual interviews, and prepare registration and enrollment forms. Responsible to attend the LARCA 2.0 meetings & any other meetings as assigned.

Los Angeles Urban League/Crenshaw WorkSource Center

Los Angeles, California 07/2000 to 07/2017

MIS/Eligibility Specialist II/Case Management

Performs customer admissions/intake functioning conformance with applicable WIOA, MIS and DOL regulations, including establishing and maintaining all documents, files and records required by these regulations, in an accurate, current and orderly manner. Perform individual customer assessment and eligibility determination in both group and individual interviews, and prepare registration and enrollment forms. Participate in outreach meeting and pre-assessment interview sessions. Prepare monthly program activity reports, MIS transmittals and all other documents, files and records consistent with the MIS manual and applicable WIOA bulletins. Provide referral services, when indicated, to social resources to assist applicants in eliminating personal barriers by providing the necessary supportive services. Review all eligibility documents for accuracy and completeness. Maintain customer information records in program files. Input participant information into the CAL JOBS database. Attend Job Fairs, Career Days, and other community based activities for the purpose of customer outreach recruitment and public relations. Develop and maintain schedule of enrollment activities. Responsible for accurate and timely reports, documentation and other written information as assigned. Also assist EDD staff by inputting customer information into the CAL JOBS System when there is shortage.

Prudential Health Care:

Los Angeles, California 02/98-05/2000

Customer Care Representative II:

As a Customer Service Representative, responsible to handle a volume of 100 calls per day by quoting benefits and eligibility to members and providers that called in a timely manner. Responsible to resolve claim issues with the members or providers that called to inquire about medical statements in a timely manner. Worked in a team environment which consisted of 25 team members. Also, responsible to keep a log of all members and providers that called in daily.

Comp USA:

Culver City, California 05/88-01/94

Manager of Sales:

Operated computer terminal for sales. Responsible for six cashiers, made deposits, balanced accounts, trained and assisted new cashiers. Also, responsible to assist in the customer service department.

Education:

California State University Dominquez Hills B.A. Degree Communications May 2001

Certifications & Credentials List

Certifications:

Accounting 1 12/20/2015

Resume Structure Workshop 06/08/2012

Managers as coaches training 11/10/2011

ADP HR Information System time management training 03/24/2010

How to supervise people training 10/23/2009

Employee Leadership Institute training 12/28/2008

Case Management for Adults training 10/21/2008

Awards:

Team of the year 12/14/2012

Essential Piece Award 10/21/2011

Certificate of Appreciation 10 years of service 12/10/2010

Certificate of Appreciation 03/03/2002



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