Customer Service Manager

Felena Burgess

*** ***** ***, **, *****, NY *****

Phone 917-***-****

Email: *******@*****.***

Profile: Highly energetic, enthusiastic and detail oriented professional with excellent

communication, customer service, analytical, quantitative skills and problem solving skills.

Proficient in Microsoft Word, Excel, PowerPoint and Outlook. Type 40 wpm.

Education:

The College of New Rochelle

Bachelors Degree Program in Liberal Arts, Interest in Psychology with honors August 2008

Continuing Education:

The College of New Rochelle

Masters of Science Degree in Mental Health Counseling approximate date of graduation December 2014

The Center for Addiction Studies and Research Presently in class

CASAC

Experience:

Harlem Children’s Zone April 2014-Present

Family Worker

• Meet with clients at their home once a week

• Participate in weekly supervision meeting

• Provide supportive casework counseling for families and individual

• Monitor and evaluate children’s academic functioning, make appropriate referrals

• Ensure the timely and accurate completion and submission of all required documentation

Good Counsel Homes, Bronx, NY May 2013-September 2013

Case Manager

• Facilitate groups

• Conduct one-on-one sessions with each resident

• Initiate and implement service plans for each client

• Conduct intakes and assessments

• Conducted service coordination on behalf of each client

• Maintained up to date: Resident files, discharge summaries and case notes via AWARDS

system.

• Supervise and trained line staff and student Interns

Pibly Residential Program, Bronx, NY July 2010-May 2013

Case Manager

• Maintained weekly contact and follow-up with each client

• Supervised medication management and stability for each client

• Developed and implemented weekly psycho-education groups

• Coordinated referral services for a caseload of 15 persons

• Facilitated Acts of Independent Living (ADL) groups for all clients

• Conduct intakes /assessments

• Completed all HRA Housing Packets

• Supervised and trained line staff and student interns

New York Psychotherapy and Counseling Center, Queens, NY December 2007-July 2010

Case Manager/Office Manager

• Support and observe client in programs, help to improve skills

• Assist and support residents with obtaining benefits and with activity programs

• Review psychosocial forms

• Oversee medications /prescription completion and coordinating with medication room

• Monitoring psychiatric evaluations

• Documenting progress and provide ongoing feedback to psychiatrist and social workers

• Assist psychiatrist with scheduling clients for appointments

New York Mortgage, LLC, New York, NY May 2005 –September 2006

Servicing Coordinator-Servicing Department

• Reviewed and processed mortgage applications and loans

• Addressed customers’ questions, complaints and provided information on mortgage

policies, guidelines, requirements and loan payments

• Prepared daily loan inventory report

• Updated customers payments and delinquent accounts

IPI Skyscraper, New York, NY January 2001- May 2005

Administrative Assistant

• Assisted branch manager preparing customer’s files for Banking Department audits

• Processed open files into Loan Operating System

• Prepared brokers payroll and all disbursements in compliance with company’s expense

policies and budget allocation.

• Scheduled home evaluations and appraisals

• Prepared monthly accounts payable reports for company’s 9 branches and approximately

700 vendor accounts

Other Qualification:

• Standard First Aid with CPR/Adult, 2012

• Volunteer -HOPE NYC Street Survey, 2012

• Certificate in Conflict Resolution and Mediation, 2012

Contact this candidate