Customer Service Manager

FELICIA LINDSAY

**** ********** ***** **** * Apt. 22G, Bronx, New York 10475 • Home: 718-***-**** • ***********@*******.***

Professional Summary

High energy mental health professional motivated to help every client learn healthy means of dealing with mental and emotional difficulties. Dedicated to provide compassionate, results-oriented and solution-focused care. Skills

Exceptional interpersonal communication Effective leader Staff training/development

Work History

Deadline-oriented Human resources management Organized Customer service-oriented Conflict resolution

Supervising Case Manager, 01/2012 to 08/2013 Comunilife, Inc – 315-317 East 148th Street, Bronx, NY 10451

Conducting assertive, client centered case management. Nurturing trusting, caring relationships with clients;Respecting client autonomy;Prioritizing client self-determined needs;Providing clients with active assistance to obtain needed resources;Maintaining large case loads; and Implementing Harm Reduction approach

Worked directly with [Quality Assurance Staff] to achieve [positive result with audits]. Spearheaded cross-functional initiative to achieve [better writing practices]. Hired and trained [six] of staff.

Case Coordinator, 07/2010 to 01/2012 FEGS – 3557 Grand Concourse, Bronx, NY 10458

Provided support to Case Workers regarding scheduling, of consumers, Training of Case Workers, Documentation Support, AWARDS Training, AIRS Training, etc.

Had caseload of forty elderly consumers ranging in ages fifty-two to seventy-four. Developed Services Plans that were client centered. Conducted in house audits with supervisors to understand what auditors looks for during audits. Structure newly implemented progress notes. Educated clients and their families about client rights and responsibilities. Led supportive group discussions and education sessions with alcohol and drug users and their families.

Facility Case Manager, 10/2006 to 04/2009 Praxis Housing Initiatives, Inc. – 330 W 36 St, New York, NY 10036

Interviewed and assessed an average of [10] incoming residents per week. Led [2] group sessions each week. Collected and analyzed data on individual clients using records, tests, interviews and professional sources. Conducted [30] one-on-one counseling sessions per week. Revised service plans in consultation with clinical supervisor(LMSW) based on patient progress. Explained and referred available substance abuse treatment services to clients. Drafted monthly summary to review each client's level of function and participation. Consulted with clients when developing long term service plan goals and objectives. Counseled clients to help them understand and overcome personal, social and behavioral problems. Met with clients in their rooms to promote continuity of care. Led supportive group discussions and education sessions with alcohol and drug users. Obtained the necessary signatures on "Release of Information" forms to obtain medical and treatment records from other service providers. Educated clients and their families about client rights and responsibilities. Served as part of an on-call emergency response team for crisis intervention within the facility. Encouraged clients to get involved in social, recreational and other therapeutic activities to enhance

interpersonal skills and develop social relationships. Notified supervisor in cases involving potential domestic abuse and other family problems affecting clients' development. Supervised four Case Workers, one Activities of Daily Living Aide, two Housing Specialist and one Administrative Assistants. Education Master of Science: Human Services, Current Liberty University - Lynchburg, VA

Bachelor of Science: Human Services, 2006 Touro College - New York, NY Student Government representative Emphasis in Adult and Family Services Graduated Magnum Cum Laude Leader of Prom Committee

Associate of Arts: Interdisciplinary Studies, 2005 Touro College - New York, NY

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