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Customer Service Manager

Irving, TX
October 29, 2018

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Sylvia Williams


Objective: Eager to apply my case management experience, in the human services field by providing outstanding customer service, and the flexibility to communicate effectively with persons with various educational, economic, and social experiences, to help promote life changing and independent goals of success to benefit the consumer, and the community for positive independent living.

Education: Bachelor of Science in Public Affairs, Texas Southern University – Houston, TX

Work History:

September, 2013 – present

Occupancy Technician Case Manager: Dallas Housing Authority - Dallas, TX

Responsible for analyzing and assessing data which results in the renewal of annual benefits.

Created a color coded system to organize, and to manage over 400 cases which establishes the ability to prioritize the daily demands of an ongoing high volume case load.

Provide informative satisfactory customer service for clients and landlords.

Input data using Excel worksheets.

Able to develop strong and consistent relationships with other staff

September 2010 – to September 2013

Medicaid Eligibility Specialists: Texas Health & Human Services Commission- Lewisville, TX

Successfully analyzed data for recertification of Medicaid/Medicare benefits.

Utilized The TIERS computer system for case processing.

Provided excellent satisfactory customer service regarding program benefits.

October 2004 – March 2006

Community Supervision Officer: Harris County Community Supervision - Houston, TX

Identified individual supervision goals by monitoring vendor reports, conducting field visits, and completing monthly office visits.

Successfully completed individual assessments to assign the correct level of supervision

Successfully identified the need for treatment and referred clients for treatment.

Notified the courts of violations, prepared documents for court, and testified in court.

May 1999 – October 2004

Parole Officer – Texas Department of Criminal Justice Parole Division – Houston, TX

Utilized excellent communication, listening, interviewing, and investigative skills to obtain the data necessary to properly assess each individual case for correct supervision.

Successfully provided valuable input at treatment team meetings that resulted in clients obtaining the necessary treatment for success.

Prepare legal documents for parole hearings. Testify at parole hearings.

Problem solving/intervention experience to communicate with various populations of people.


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