Customer Service Manager

La-Ferne Harris

Knightdale, NC - Email aca2z0@r.postjobfree.com / aca2z0@r.postjobfree.com Contact: 919-***-**** (cell) / 919-***-**** (home)

Objective - Seeking responsible and highly motivating position that will utilize my skills, challenge and expand my

knowledge of new skills and technologies beyond my current abilities, and also offer an opportunity for advancement.

WORK EXPERIENCE

Human Services Clinician/Licensed Clinical Addiction Specialist

Step by Step Program Wake County Human Services, Raleigh, NC October 1999 to June 2013

Duties: Complete comprehensive clinical assessments, which included interviews with consumers and family members on a routine or a

crisis basis. Assess mental status, risk of lethality, and need for hospitalization. Established diagnoses and eligibility for services as

appropriate. Made initial disposition, together with consumer and family, which include routine or emergency referral to other service

providers. Develop and implements treatment plans together with consumers and families. Provide individual, group, or family therapy to

consumers focused on promoting more healthy coping responses to the problems that brought the consumer in for services or on reducing

or managing symptoms or problem behaviors. Work with special populations and may provide specialized clinical services. Provide crisis

intervention counseling. Refer, as appropriate, to other services, which included ancillary counseling, education groups, family support or

community support activities such as housing, transportation or medical care. Communicates and collaborates with others who are

providing services to the same consumers. Document sessions and provided feedback to staff members and/or teams. Consult with other

providers, case managers and teams on continuing treatment. Refer clients to more intensive programming as necessary and monitors

progress. Maintain timely chart documentation of all activities, interactions with clients, evaluation tools, referrals, peer reviews and

correspondence. Provide clinical supervision. Knowledge of DSM for diagnosing, ASAM to determine level of functioning and care, and

laws regarding confidentiality, including HIPPA. Work with NC Perinatal Initiative to assess for placement in open residential beds across

the state. Determination of eligibility as liaison with Southlight, Inc. for open perinatal beds for women and children in the Kinton Court

Residential Treatment Program in Fuquay NC. Disaster Management Training, including Psychological First Aid, Shelter set-up, and

Shelter Manager training. *Training Log upon request.

Professional Telephone Interviewer

RTI Raleigh-Durham, NC Greene Resources August 2012 to September 2012

Duties: Conducted interviews for National Postsecondary Student Aid Survey (NPSAS) for US Department of Education with students

enrolled in 2011-2012; the NPSAS study addressed how students and their families pay for college beyond high school. Use of proper

telephone etiquette and techniques to solicit unbiased responses for successful survey completion. Interactions with supervisors and co-

workers to meet goals for computer generated incoming and outgoing calls.

Human Services Senior Practitioner

Step By Step Wake County Public Health Center, Raleigh, NC May 1999 to October 1999

Duties: Work with substance abuse specific perinatal program to assist in linking, coordinating, and monitoring the provision of

comprehensive health and treatment services to pregnant and postpartum women and their children, who are affected by alcohol, drugs

and related emotional issues. Provide intensive care coordination and referral assistance, working with community coalitions and

collaborating with other community agencies to provide domestic violence/sexual assault counseling, literacy training, individualized parent

training and child assessment, and crisis intervention. Encourage participation and engagement in substance abuse treatment.

Work to increase life skills awareness and training. Link with mental health and treatment resources. Offer education to health care

professionals and community agencies to enhance public awareness and education surrounding issues of and/or related to addiction,

pregnancy and parenting. Regularly keep abreast of and attend training opportunities related to substance abuse/addiction, family issues

and mental health issues.

DMV Evaluation and Facilitator

Street Corner Network Davie Street, Raleigh, NC 1999

Duties: Completion of evaluations and provision of lecture education for drug classes to satisfy the requirements needed for

recommendations to regain driving privileges and/or driver license after revocation associated with DUI/DWI charges. Work with

attorneys, probation officers and other treatment providers. Documentation of services. Knowledge of NC State DMV Laws.

Counselor/Group Facilitator

Southlight, Inc.- Lifeplus Program Services: Senior Counselor, Counselor II *, Counselor I, Case Manager & Wakeview Methadone Maintenance

Raleigh, NC 1995 to 1999

Treatment Program: Case Manager, Graduate Internship*

Duties: Work with chronic substance dependent and dually diagnosed populations providing assessments/evaluations, case support, case

management services for clients in the community, in methadone maintenance treatment and in intensive outpatient treatment. Provided

individual and group counseling, facilitated therapeutic, conflict resolution and psycho educational groups. Provide and address substance

abuse education and HIV/AIDS/STD education with clients in individual sessions and in group to address at risk

behaviors associated with addiction. Collaborate with Step By Step and Alcoholism Treatment Center (ATC) for perinatal residential

services and supervised independent living. Work close with legal, medical, treatment and community resources for referral and treatment

planning. Work closely with Program Director, treatment/clinical team and support staff to provide clinical support and quality assurance of

medical records according to managed care and CARF standards. Provide supervisory support, staff development and decision making

for treatment and residential programs in Director's absence. Acted as a liaison between Lifeplus division and administration providing

support and input to division planning and implementation of policies and procedures. Provided walk-in and telephone crisis assessments

and intervention to clients on an as needed basis.

OTHER EXPERIENCE

Input/Output Reconciler

First Union National Bank Charlotte, NC 1992 to 1996

ATM Teller-process bank documents, update consumer accounts with transactions for ATM; reconciled consumer accounts, responsible

for counting, balancing and preparation of cash deposits; overall end of night balancing. Ability to work in fast-paced environment; work

with large amounts of cash and ability to work with deadlines.

Assistant Privilege License Clerk

City of Raleigh, Revenue Collections Raleigh, NC 1989 to 1995

Work closely with Deputy and Director of Finance to investigate, calculate, notify and collect business tax for businesses operating in

Raleigh city limits. Collaboration with State Revenue Department. Use of yellow pages, computer and other arenas to identify new

businesses. Issuance of animal tags. Ability to work with details, creative problem solving, customer service, working with deadlines and

accountability for balancing large sums of cash collected.

Adult Education Instructor/Community Satellite Instructor

Durham Technical Community College Durham, NC 1990 to 1991

Provision of remedial and study techniques to adult learners. Provided instruction for completion of GED, AHS, and ABE. Assessment of

needs and identification of barriers to learning. Worked with veterans, homeless and developmental disabilities which had impact of

successful completion.

Encoder

First Union National Bank Raleigh, NC/Atlanta, GA/Charlotte, NC 1987 to 1989

Use of 10-key skills to key, process and encode bank documents, balancing of transactions, working with deadlines and work in fast-

paced working environment.

EDUCATION

Master of Arts Major: Guidance and Counseling Minor: Sociology

North Carolina Central University, Durham, NC December 1998

PUBLICATIONS: December 1998 graduate thesis research projected housed in library of NC Central University, Durham, NC

"Client Counselor-Preference in Substance Abuse Treatment: Non-Addicted Counselors versus Counselors in Recovery"

Major: Sociology/Political Science-Criminal Justice

Bachelor of Arts

North Carolina Central University, Durham, NC December 1984

CERTIFICATIONS

LCAS - Licensed Clinical Addictions Specialist

January 2008, Issued by NC Substance Abuse Professional Practice Board (NCSAPPB) #1224, current until July 2014*

ICAADC - Internationally Certified Alcohol and Drug Counselor

2008 International Certification & Reciprocity Consortium, IC&RC#202683, current until July 2014*

NC Department of Motor Vehicle Evaluator Certification

2009 -2014*

*Renewable every 2 years

SKILLS

Customer service, 10-key, data entry, professional telephone interviewer, mental health assessments/evaluations, community outreach,

gender-specific programing, curriculum building, staff training/development, program development, team leader, grant management, data

collection and analysis, parent education/advocacy, group facilitation, program planning/management, wellness coaching, emergency

preparedness and shelter management

LINKS

http://linkedin.com,

http://laferne.akealife.com - Owner of Akea-lafernehealth. Akea is a community based wellness company that takes the attributes of worldwide

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serving delivers pure, whole-food power and goodness to give you the same tremendous health advantages as the world’s healthiest people.

REFERENCES, TRANSCIPTS, AND TRAINING DOCUMENTATION AVAILABLE UPON REQUEST

Contact this candidate