Project Manager Customer Service
Resume:
Gaynell Gremillion
New Orleans, LA 70128-0000
Phone: 504-***-****
*****************@*****.***
Objective
To obtain a steady position that will allow me to utilize my skills and
previous work experience to exceed the expectations of my employer while
being of service to others.
Ability Summary
. Extensive experience as a Customer Service Trainer and Call Center
Manager.
. Exceptional skills in Management with outstanding Training and
Development.
. Extensive knowledge and experience in Case Management and Social
Service including Housing Counseling.
. Outstanding Marketing skills with an emphasis on Social Services,
Recruiting and Vocational Training including teaching adult learners.
. Able to work with and engage a diverse group of people.
. Experience with Healthcare Electronic Medical Record (Epic Trainer),
Inpatient/Ambulatory.
. Proficient navigation of all current/standard computer software.
. Years of experience working in a Supervisory, Leadership capacity and
Recruiting.
. Exceptional/Knowledgeable skills including extensive training working
in Talent Acquisition Applicant database systems and Human Resource.
. Experience IT support Specialist providing technical assistance with
PC computer network.
Employment History
Customer Service Trainer Contract
08/2013 - Current Cognosante LLC Bogalusa, LA
Customer Service Trainer for Center of Medicare/Medicaid services, under the
Affordable Care Act.
Train Call Center representatives in methods and procedures of handling high volume
of call from eligible consumers.
Oversee staff in adhering to current regulations and new policy guidelines of
enrolling eligible constituents in the new Marketplace health care coverage.
Act as a Support staff to Trainers and other Department Managers.
Maestro Care Epic Credentialed Trainer (Contract)
03/2013 - 05/2013 Dynamic Computing Services Durham, NC
Provided end-user training to medical professional for Electronic Health Records.
Act as a Super-User trainer assisting Adult-learners in classroom.
Taught Clinical Documentation in Inpatient and Ambulatory work flow methods.
Worked as an Elbow Support in a hospital setting.
Credentialed In-Patient and Ambulatory Epic
Worked with other team-members on multiple healthcares's IT support.
Medical Training Consultant (Contract)
07/2011 - 12/2012 Southeast Healthcare Baton Rouge, LA
Institute
Training and Recruiting students seeking a certificate in allied Health Programs.
Versed students in HIPPA laws.
Instructed students on step-by-step basis of acquiring electronic patient records,
by extracting data.
Instructed medical terminology courses and medical ethics.
Supervised Admission and, recruiting.
Managed retention and career readiness for all healthcare students.
Case Manager Supervisor (Contract)
09/2009 - 02/2010 United Methodist New Orleans, LA
Case Manager Supervisor (Contract) United Methodist 415 N. 3rd street, New Orleans,
LA
Managing 30+ Case Workers and Field Representatives
Prioritizing cases
Setting objectives and long term recovery goals
Collecting resource information for eligible constituents seeking HUD assistance for
housing.
Monitoring progress of case loads
Updating staff on disaster areas and funding sources to provide aide.
Assisting homeless individuals with obtaining housing/shelter and medical
assistance.
Project Manager/Housing Advisor (Contract)
09/2006 - 05/2008 ICF Consultants Lafayette, LA
Project Manager/Case Manager: Directing and assigning (20) call center and (20) data
entry employees in the resolution of multiple homeowner issues.
Monitoring employee performance and completing daily progress and status reports.
Hiring, training and resolving inter-office conflicts.
Creating weekly schedules and monitoring staffing issues to ensure appropriate
coverage.
Receiving weekly time sheets, verifying accuracy and entered hours into proprietary
software.
Writing performance reviews and implementing new departmental policies and
procedures.
Housing Adviser/Case Manager: Processing candidate's applications and conducting
interviews. Guiding applicants in choosing program options. Working closely with HUD
to qualify applicants.
Training employees on policies and procedures.
Ensuring accuracy of files and data. Assisting landlords with applications for
repair eligibility and setting appropriate rental fees according to HUD guidelines.
Extensive experience in federal and state grant fund programs.
Project Manager (Contract)
08/2005 - 09/2006 Quadel Consulting Baton Rouge, LA
Coordinating and managing disaster response and crisis management activities.
Providing preparedness training and emergency plans and procedures for natural
disasters.
Receiving and processing grant funding paperwork to determine eligibility for
various programs (rental assistance and first time home ownership).
Working directly with HUD to process applications for low-income prospective tenants
for rental properties.
Periodically performed physical inspections visits to properties to ensure that it
fell within state mandated guidelines.
Working with document management systems, and security systems software to ensure
confidential information were maintained.
Education Recruiter
05/2004 - 09/2005 ITT Technical St. Rose, LA
Recruiting students for institution through career fair events, career technical
education and cold calls.
Analyzing skill sets to direct individuals towards the appropriate programs/studies.
Qualifying students and assisting them with applying for federal aid.
Counseling students on technical careers including Computer Network systems.
Human Resource Training Manager
08/2000 - 04/2004 Sunrise Restaurant New Orleans, LA
Recruiting and training employees (safety, customer service, quality control, team
work, problem solving, etc.) for front and back of the house positions.
Monitoring employee work progression to determine pay incentives and promotions.
Utilizing proprietary software to create performance reviews.
Overseeing daily operations, budgets and monthly expenses.
Establishing a strong retention rate in a high turnover business by creating a
positive "open door policy" atmosphere.
Working with applicant tracking systems in outsourcing qualified candidates.
Performing extensive background checks and drug screening.
Education and Training
Issuing Institution Location Qualification Course of Study
University Of Phoenix Metairie, LA Master's Degree Organizational Management
References Available on Request
Contact this candidate