Customer Service Manager

SHALUH MONE’T MACK

**** ****** **. *** * Charlotte, NC 330-***-**** **********@*****.***

Summary

Highly qualified and dedicated professional offering versatile strengths while demonstrating effective

skills in organizing, coordinating, decision-making, and problem solving. Experienced in teaching and

implementing quality and creative therapeutic intervention techniques; that empowers individuals and

their families with mental, addiction, behavioral, and societal challenges.

EDUCATION

Bowling Green University, Bachelors of Social Work, 8/2004

Carnegie Career College, Associate of Applied Science in Chemical Dependency Counseling 4/2011

LICENSURE

Certified Chemical Dependency Counselor Assistant, License Number: 100438 4/11

Ohio Licensed Social Worker, License Number: S.0500596 7/05

SKILLS TRAINING

Motivational Interviewing Effective Crisis Planning and Response

Person Centered Thinking Drug and Alcohol Testing

Attachment and Trauma Sexually Aggressive Youth

General Hypnosis

RELEVANT EXPERIENCE:

Simply…The Best Cleaning Service

02/2014 –Current

Owner/Operator

Offer supreme customer service to all potential clients and value customers.

Licensed to clean all commercial properties and residential homes.

Professional marketing and advertising specialist

Specializing in organizing, carpet cleaning, sanitizing, stain removal

DSS Program/Case Manager, FIT4LIFE

Youth Development Initiatives 5/2013- December 2013

Conducted staffings with DSS Social Workers concerning the clients participation, progression,

attendance and attitude toward the program

Co-facilitated teaching the lesson of the Fit4Life curriculum

Submitted monthly performance reports

Tracked & Monitored client attendance, conducted per class enrollment verification

Conducted 3 month post graduation surveys to monitor & track client progress

Provided assistance to lead trainer

Work First Economic Services Department Social Worker

Mecklenburg County Department of Social Services 02/13- 5/13

Made sure all payee-only clients are in compliance with Mutual Responsibility Agreement.

Communicate and collaborate with CMS school officials to confirm school attendance.

Manage a case load of 450 TANF clients with letters and phone calls.

Correspond with other ESD social workers and case mangers

Litter Crew Supervisor 12/11-02/13

South Carolina Department of Corrections,

Ridgeland Correctional Institution/Catawba Pre Release Center

Provide supervision to level one and two custody inmates.

Transport inmates to local highways to gather all litter and garbage along the roadside.

Encourage strong work ethic and promoted value in responsibility.

Keep detailed records of mileage, highways cleaned, and contraband items found.

Chemical Dependency Counselor Assistant Intern

Glenbeigh, North Canton, Ohio 0l/2011-04/2011

Utilized motivational techniques to enhance consumer's lives.

Assisted in daily discussions and topics to educate clients on techniques and

methods to maintain sobriety.

Created and promoted a lecture on Defense Mechanisms that can hinder recovery.

Advocated for consumers involved with mental health, probation systems, and clients with HIV and

AIDS.

House Manager (MRDD)

In Trusting Care, LLC, Canton, Ohio 08/2010-12/2010

Supervised ten workers and seven clients in four different 24 hour care locations.

Collected and signed all weekly medication sheets, and monthly mileage sheets

Used company credit card to buy all groceries and supplies for all locations.

Picked up three clients and took them too workshop/school daily.

Hired and Terminated House Staff members.

Supported Employment Job Coach

Community Services of Stark County, Canton, Ohio 02/2009-06/2010

Performed basic assessments and day-to-day observations of behavior and mental status.

Provided skills, training, support, and coaching to clients who experience mental disorders to

become successful employees.

Enhanced the client's work ethic and professional development to maintain their job position.

Interacted and maintained quality relationships with local businesses and agencies that partnered with the

rehabilitation program.

Mentor QP (Residential)

Thompson Child and Family Focus, Matthews, North Carolina 07/2007-12/2008

Empowered adolescents enduring mental illness and an array of social challenges.

Monitored and recorded clients’ daily activities and any significant behaviors.

Provided structure through behavior treatment plans, role modeling, and developmental education.

Collaborated closely with interdisciplinary team members on development of appropriate case plans

meeting individual client needs.

Service Coordinator

Community Wellness Center, Canton, Ohio 12/2005-03/2006

Provided child development skills to families with children age 0-3.

Offered child welfare education, and provided parents with needed resources and information.

Assisted families in attaining goals, and reaching for higher standards of living.

Referred families to other agencies upon exit.

Case Manager

Stark County Job and Family Services, Canton, Ohio 12/2004-06/2005

Composed Person-Centered Case Plans for a case load of 13 clients

Assisted clients in regaining parental rights/custody of their children.

Supervised visits and documented interaction between parent and child.

Transported clients to and from appointments associated with their case plan.

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