Customer Service Management

EARL THOMAS ISAAC

**** ** *** ******

BLUE SPRINGS, MISSOURI 64014

816-***-**** Home 816-***-**** Cell www.linkedin.com/pub/earl-

isaac/34/1a0/7

*********@*****.***

OBJECTIVE

To obtain a management position with an organization that will allow me to

take a leadership role in developing positive customer service outcomes and

innovative future growth.

SPECIAL SKILLS

Community Leadership (Rochester Business Journal 40 Under 40 Leadership,

America's Who's Who, Leadership Rochester & United Way Leadership

Development Program); Team Building Skills (Mayor's Center for Biracial

Partnerships, Supervising Difficult People Training and Graduate Advisor to

Phi Beta Sigma Fraternity Iota Phi Chapter); Board member in more than 23

Board of Directors (Planned Parenthood, Urban League, Jefferson Avenue Day

Care, Monroe County Board of Health, American Heart Association, Big

Brothers & Big Sisters, etc.); Total Quality Management Training (Xerox

Total Quality Management& Eastman Kodak Management By Objectives Training);

Multiple Supervisory Skills (Certified by the National Career Workshop &

Dunn and Bradstreet); Program Development and Implementation (Including

policies, vision/mission statements, and organizational flow charts &

procedures); Proposal/Grant Making and Statistical Budget Analysis, Record

monitoring and review, Progressive collaboration and networking skills;

Outstanding organizational, marketing and administrative decision making

skills, Computer Skills (Windows Vista, XP Pro/Office, Word, Works, WP,

Lotus, Visio, Quick Books, Access, Excel, Quattro Pro, and Power Point);

Thoroughly knowledgeable of community resources, the codes/laws and data

collection methods; Community Needs Assessment, Research and Evaluation

techniques; Certified by New York State (Health Education, Crisis

Management and Staff Development); as well as Customer Service management

and Public Speaking.

EDUCATION

UNIVERSITY OF BUFFALO. Amherst, New York 14260

PhD. (Counselor Education) DECEMBER 1997

HARVARD MEDICAL SCHOOL, Cambridge, Massachusetts 02139

Certificate (Psychology) JUNE 1993

STATE UNIVERSITY OF NEW YORK at BROCKPORT, Brockport, New York 14420

MASTER of SCIENCE (Education), AUGUST 1991

ROCHESTER INSTITUTE OF TECHNOLOGY, Rochester, New York 14623

BACHELOR of SCIENCE (Social Work), August 1982

SCHOLARSHIPS & HONORS

New York State Regents, Merit & Mayor's Scholarships, Dean's List, Academic

Achievement Award, HEOP Academic Achievement, Outstanding Men of America,

American Heart Association Recognition Awards, St. Joseph's Villa, Urban

League of Rochester and US Attorney General's Distinguished Service Awards,

Recognized by the Rochester Business Journal, Corn Hill Neighborhood

Association and the United Way of Greater Rochester for Leadership.

Earl Thomas Isaac Page 2

EMPLOYMENT

September 2007 - February 2014

PROGRAM DIRECTOR - Metro Lutheran Ministry

3031 Holmes, Kansas City, MO 64109 816-***-****

Supervision of all services such as emergency assistance, senior/disability

assistance and housing for chronically mentally- ill/homeless for a not for

profit organization. Developed and implemented customer services

satisfaction process for the agency. Oversight of all services in Kansas

City, N. Kansas City and Wyandotte County, Kansas. Coordinated minor home

repair projects for senior/disabled clients. Leadership with grants and

reports. Report directly to the Executive Director.

September 2006 - September 2007

CAREER DEVELOPMENT EXECUTIVE - Full Employment Council

1740 Paseo Blvd, Kansas City, MO 64108 816-***-****

Responsible for providing direct employment counseling. Facilitated

employment readiness skills training and placement services for those

receiving unemployment and others. Implemented career development searches

and suitability matching. Daily, weekly and monthly reporting for

government funded programs.

February 2005 - September 2006

PROPERTY MANAGER - AVP National Hospitality Services, Lees Summit Hospital

4400 West 107th Street, Overland Park, Kansas 66207 913-***-****

Responsible for the front line customer services for Lees Summit Hospital.

Greeting and addressing guest, patients and visitor needs including

transportation, directions and escorting them to the appropriate

departments. Enforcement of the hospital's No Tobacco policy and adhering

to the rules from OSHA, HIPAA and JCHCO. Supervised a small staff of

assistants and MITs, including recruitment/hiring/training/terminations,

ongoing record keeping, staff development, evaluation and testing reports

and payroll.

October 2004 - February 2005

ASSEMBLY - Kelly's Temporary Employment Services

237 NW Blue Parkway, Lees Summit, Missouri 64063 816-***-****

Assigned to a plastic manufacturing company in preparing various food

containers and cups for final print. Heavy and light duty handling of

materials. Abiding by OSHA for liability reasons. Training new temps who

were also assigned to the site, including material inspection, warehouse

inventory and sorting. Special holiday and overtime coverage.

Participated at all levels throughout the company, e.g. replenishing

supplies, printing and loading materials for final shipment.

November 2000 - September 2004

ADMINISTRATOR - City of Rochester, Neighborhood Empowerment Team

998 Genesee Street, Rochester, New York 14611 585-***-****

Supervised team of crime prevention and code enforcement officers in

efforts to secure community quality of life issues, including

closing/demolition of vacant properties, towing abandoned vehicles,

raids/board ups of drug locations, noise/dumping details, as well as

networking with local/federal crime prevention offices, all neighborhood

and community groups. Provide statistical updating reports and

presentations to City Council and public broadcast. Act as a liaison

between the community and the Mayor's office. Empowering all sectors of

the community to get involved at multiple levels, such as merchants

associations, block clubs and neighborhood planning groups.

February 1998 - November 2000

DIRECTOR - City of Rochester, Pathways To Peace

30 Church Street, Rochester, New York 14614 585-***-****

Appointed by the Mayor to develop and implement a citywide crime prevention

strategy to reduce the alarmingly high homicide rate. Completed a thorough

staff search among 300 nationwide candidates. Hired an elite group of well-

trained and street-wise case managers, who were each responsible for

transitioning a caseload of over 300 troubled youth and gang members toward

positive alternatives such as training programs, adequate paying jobs,

military and college placements. Managed a budget of over $250K for

personnel and non-personnel items. Coordinated the initiative in

conjunction with the FBI, ATF, US Attorney General, DA, judges and all

local law enforcement agencies to identify high risk youth within the

community. Opportunities were provided through educational institutions,

military boot camps and various corporations such as Wegmans Food Markets,

Eastman Kodak, and Trucking Industries. The strategy was nationally

recognized for 80% homicide rate reduction and was featured as one of the

best 1999 Crime Prevention Conference in Washington, DC.

Earl Thomas Isaac Page 3

EMPLOYMENT-Cont'd

November 1990 - February 1998

DIVISION MANAGER - Genesee Settlement

10 Dake Street, Rochester, New York 14605 585-***-****

Managed all youth and family services, including the fund raising to

support the programs. Supervised over 50 people, including transportation,

day care, recreation, counseling, aftercare and case management.

Consultant for the agency for grant making and board of director updates.

Recipient of the United Way Golden Award as one of the best program plans

funded. Responsible for a $200K not-for-profit budget. Created and

monitored internal MIS system. Saved the organization over $50K through

streamlining.

July 1987 - November 1990

UNIT SUPERVISOR - Urban League of Rochester (2nd Largest Nationally)

177 North Clinton Avenue, Rochester, New York 14604 585-***-****

Responsible for the oversight of all youth programs and the marketing.

Provided field placement and internship opportunities for undergraduate and

graduate students from Syracuse University, University of Buffalo, Nazareth

College and Robert Wesleyan College. Created the model Yong Fathers

program for the agency. Supervised over 20 staff in a multi-service and

comprehensive approach in case management delivery.

Overlapping EMPLOYMENT

January 1995 - May 1996

SOCIAL WORK ADJUNCT PROFESSOR (Needs Assessment Course) - Rochester

Institute of Technology

One Lomb Memorial Drive, Henrietta, New York 14604 585-***-****

September 1989 - February 1998

GROUP THERAPIST - Genesee Mental Health

244 Alexander Street, Rochester, New York 14607 585-***-****

September 1985 - July 1997

COUNSELOR - New York State Division for Youth

373 West Avenue, Rochester, New York 14611 585-***-****

August 1982 - September 1985

HEALTH EDUCATOR - Planned Parenthood of Greater Rochester

24 Windsor Street, Rochester, New York 14605 585-***-****

1978 - 1995

Plus a Host of other Positions

St. Joseph's Villa- Counselor, Center for Youth Services- Counselor, Red

Wing Stadium- Supervisor of Pizza Stand, Domino's Pizza- Delivery, Lilac

Cleaners- Manager, Rochester Institute of Technology- Tutor, Hillside

Center- Mentor

Earl Thomas Isaac Page 4

COMMUNITY DEVELOPMENT

Founder of Rochester Adult Men (RAM), Phi Beta Sigma Fraternity, AA

Leadership Development Program, Big Brothers & Big Sisters, Leadership

Rochester, Planned Parenthood Board of Directors, Urban League, NAACP,

Mentoring Redirect, Finger lakes Health Systems, Jefferson Avenue Day Care,

Monroe Council on Teen Pregnancy, The Prenatal Network, Three on Three

Basketball Officiating, Marketing Team Leader & Customer Satisfaction

Chairman of the Youth Quality Council, Northeast Rochester Health & Human

Services, Volunteer dedication of the Southwest Area Neighborhood

Association, Board of Magdalene House Drug Prevention Services, Board of

the Monroe County Public Defender's Office, American Heart Association

Educator, Coordinator & Trainer for the United Neighborhood Groups of

Rochester, AIDS Prevention Board of Directors, Regular Blood donor to the

American Red Cross and United Way Day of Caring volunteer and Diamond

Donor.

PROFESSIONAL DEVELOPMENT

- Fund Raising

- Needs Assessment

- Computer Literacy

- Supervision

- Administrative Responsibilities

- Domestic Violence Trainer

- Cultural Competency

- Time Management

- Case Management

- Customer Service Guru

- Total Quality Management

- Group Dynamics

- Transactional Analysis

- Management by Objectives

- Board Membership

- Professional Development Trainer

- Public Presentations

- Research & Evaluation

- Comprehensive Service Coordination

REFERENCES FURNISHED UPON REQUEST

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