Customer Service Management

felicia wr ight-haynes

**** ******* ***** ***, ** 30273 678-***-**** ****************@*****.***

Objective

To obtain a management position that I can apply my knowledge, skills, and abilities to

motivate and increase profitability through positive management.

Education

Bachelor in Psychology Expected Fall 2014

Clayton State College

• Major: Psychology

• Minor: Health

• Related coursework: In tro to Therapeutic In tervention, Industrial/

Organizational Psychology, Organize and Administration to Human Service

Organization, Psychological Ethics, and Theories of Personality

•

Associates of Science in Psychology Graduated May 2012

Georgia Perimeter College

• Major: Psychology

• Minor: Health

• Related coursework: Social Work, Statistics, Psychology of Adjustment, Human A

& P, Intro to Anthropology, Intro to Human Development

•Patient Care Technician, Certified Nursing Assistant, E.K.G.

Technician, Hematology

Woodruff Training and Testing Graduated October 2010

• Related coursework: Nursing Assistant,E.K.G Technician, Phlebotomy, and

Patient Care Technician

•Associate of Science in Computer Networking/Communication Attended 2002 to 2003

Hallmark College

• Related coursework: M icrosoft Office, Excel, Redhat, Linux, System Operations

applied and troubleshooting.

•Skills & Abilities

Management and Training

• Provided daily activities to ensure the safety and well-being of seniors that

choose to live in their own residence

• Monitor services and changes, as well as, satisfaction of the services proved

• Create weekly schedules in an accurate and timely manner, updating plan of care

changes in the services of the client

• Point of contact

• Teaching and completing assessment

• Tracking field progress

• Implement training program for incoming staff

• Military training

Communication

• Creating report notations of importance to the case managers, upper

management

• Completing field evaluations

• Communications with case management upper managements and staff.

• Proving positive customer service, resolving customer service issues, questions

and concerns with clients, aides, case managers, upper management, and family

members.

• Introduction to special programs to short term services users

• Providing information to people interested in services

• Professional visits to client inquir ing about their needs, services and satisfaction

of services

• Supply worker with accurate information to assist them in completing their task

to the best of their abilities

•

Experience

In Home Supervisor 2012 to 2013

Senior Connections

• Insure that clients are paired with an aide that can

best provide daily activities to ensure the safety and

well-being of seniors that choose to live in their own

residence.

• Supply aides with accurate information to assist

them in completing their task to the best of their

abilities.

• Monitor services and changes in the clients, as well

as, satisfaction of the services proved.

• Create weekly schedules in an accurate and timely

manner, updating plan of care changes in the services

of the client in Care advantage issued by the case

managers, notifying client and aides of changes in

schedules and service orders.

• Introduction to special programs to short term

services.

• Communications with upper managements and staff.

• Providing information to people interested in

services.

• Point of contact for certified nursing assistants.

• Creating report notations of importance to the case

managers, upper management, cna’s,

• Completing re-certifications for CPR, first aid, blood

borne pathogens for adult, child, and infants.

• Tracking the cna's progress in the field.

• Completing field evaluations of aides.

• Professional visits to client inquiring about their

needs, services and satisfaction of services.

• Proving positive customer service, resolving customer

service issues, questions and concerns with clients,

aides, case managers, upper management, and family

members.

• Implement training program for incoming staff.

Certified Nursing Assistant 2011 to 2012

Senior Connections

• Prove positive communication and services for clients.

• Resolving conflicts in clients’ residents.

• Following policy and regulations of Senior

Connections.

• Completing services in a timely manner.

• Completing legal documents in a timely manner.

• Attending and participate in educational seminars on

monthly basis.

• Effective communication with upper management.

•Supervisor/Scheduler 2008 to 2009

Texas Transeastern

• Route and schedule fuel delivers to clients in a timely

manner

• Communication with staff, customers, and upper

management

• Completing reports on a daily, weekly, monthly time

frame

• Obtaining information to assist staff in there

deliveries

• Monitoring fuel usage of primary customers

• Resolving concerns of clients, upper management,

and staff

• Insuring all certifications are up to date and notified

staff about approaching deadlines

• Daily meeting with staff to ensure notification of

changes in schedules, routes, and priority delivers

• Providing on call support for staff

• Resolving call out employee routes

• Receiving and posting payments

Lead Teacher

La Petite Academy 2006 to

2008

• Creating a safe and educational environment for children

• Creating educational activities that allowed students to expand learning experiences

• Creating feedback about the children's learning levels and obstacles of learning to the

parents, case managers, upper management, and state

• Leading students in obtaining socially correct interactions leading to positive outcome

• Informing upper management of changes in behaviors of students or concerns

• Creating resolutions to learning disabilties to make a positive reaction to education for the students

• Sparking interest in the students about learning above their age appropriate levels

• Creating tu torial for incoming teachers and assisting in the creation of lesson plans

Contact this candidate