Customer Service Management

Cassandra Jones

PO Box ******

Indianapolis, IN *6224

317-***-**** Cell 317-***-**** HM

SKILLS & EXPERTISE

Program Development

Resource Development

Marketing

Event Planning

Case Management

Microsoft Office Professional

Electronic Medical Records

Volunteer Recruitment Board Development

EDUCATION

University of Phoenix-Indianapolis, IN Campus, Major: MBA-Business

Administration

Lincoln University, Jefferson City, MO, Major: Criminal Justice BS, Minor:

Sociology,

WORK HISTORY

HealthNet Inc. - Indiana University Health

Community Social Worker 10/10 - Present

Provide community resource referrals to patients to aid them in obtaining

requested services. Serve as a community liaison and patient advocate.

Inform potential patients of the services offered. Plan and participate in

community events such as health fairs, in-services, and fundraisers. Attend

community events that inform and educate the public on noteworthy events

within the community.

Experienced networking with community members, elected officials, community

leaders, service organizations, schools, and churches to build

partnerships. Work with providers to assist patients in the best manner

possible in terms of scheduling, missed appointments and insurance

difficulties. Work with student interns and provide guidance and structure

for projects. Serve as contact for food, shelter, and employment leads to

patients. File child protective orders are referred from provider or

witnessed events. Maintain a line of communication between patient, clinic

and community. Specialty working with children and families.

Oversee specialty program such as the Best Father workshop. Duties include

marketing, funds development, and program development. Teach job readiness

and interviewing techniques with clients. Also assist manager with program

operations such as: excel spread sheets, budgets, resource manuals, and

speaking engagements.

State of Indiana - Family & Social Service Administration

State Eligibility Consultant-Floater 07/09 - 10/10

Primary responsibilities include; Approve or reject eligibility

recommendations made by contract staff for appropriate benefits and waiver

programs. Conduct an interactive interview for Food Stamp applications

after data is gathered and entered into ICES by contract staff. Visit other

service centers to conduct interviews. Second-Party-Reviews of all

recommendations made by the Contractor; resolves more difficult or complex

cases and specialized issues such as language problems, complex policy

interpretations and difficult cases. Authorizes fiats requested by the

Contractor. Examine IRS Data Matches (BEER and UUIDX) to discern discrepant

and unreported data. Approve claims referred and calculated by the

Contractor. Approve or deny auxiliary benefit requested and under issuance

requests.

Conducts full eligibility interviews for applicants who choose that point

of entry for their application and serves as point of contact for inquiry

referral from government officials. Keeps current on all changes in rules,

regulations and guidelines regarding the individual benefit programs and

provides technical assistance to plan, implement and monitor effective

programs and services. Monitors cases submitted under contract provisions

for compliance with rules, regulations and procedures. Analyze performance

data and assist in development of corrective action plans and assists in

representing the State's position at hearings and appeals. Provide on the

job training for contracted staff and monitor all ongoing caseloads.

State of Indiana - Indiana Civil Right Commission

Investigator (CRS 3) 2/07-07/09

Typical responsibilities: mediates, investigates, and conciliates

complaints of discrimination on the basis of race, color, national origin,

sex, and religion in housing, education, public accommodations, and on the

basis of disability; conducts fact finding interviews with complainant;

determines agency jurisdiction; evaluates facts; advises complainants of

agency procedures; drafts and files complaint using acceptable legal

format; notifies respondent of complaint and explains agency settlement and

investigation procedures; mediates disputes in fact-finding conferences;

develops and negotiates terms of settlements with complainant and

respondent; encourages no-fault settlements; researches relevant case law

and develops investigative plans; develops interrogatories; interviews

witnesses to obtain facts; investigates respondents' facilities; analyzes

data to develop comparative proof concerning discrimination; develops and

negotiates terms of conciliation agreements for "cause finding" cases;

proposes changes in respondents' policies and practices to deter future

discrimination.

Other responsibilities included: advises investigators on investigative

methods, development of investigative plans, and interviewing techniques;

reviews and suggests revisions of investigators written findings; conducts

public presentations on discrimination laws and regulations; refers persons

to appropriate community resources. Good knowledge of: investigation

methods; research methods involved in the collection, analysis, and

organization of data. Experience with conducting fact finding interviews;

interpreting and applying civil rights laws and regulations; investigating

discrimination complaints developing and analyzing statistical and

technical data in preparing written findings; mediating disputes and

negotiating agreements between opposing parties; developing and making oral

presentations concerning aspects of civil rights.

State of Indiana - Marion County Division of Family of Resources

Family Case Coordinator - Promotion 11/05 - 02/07

Public Assistant Caseworker 5 10/04 - 11/05

Duties & Responsibilities include: Thorough knowledge of public assistance

policy, practices and procedures; knowledge of federal, state and local

rules and regulations related to public assistance programs and contract

compliance methodology. Working knowledge of computerized eligibility

systems; and the ability to identify problems, evaluate alternatives, and

implement effective solutions. People skills with the ability to use tact

and empathy in dealing with individuals from varied backgrounds. Flexible

and self motivated in managing multiple priorities and to use time

management techniques in order to complete job assignments in a timely

manner. Also able to work independently and as part of a team. Able to

perform basic mathematical calculations; prepare evidence and make

presentations in administrative hearings.

Aspen Systems

Consumer Counselor I 2/04 - 10/04

Provide a high quality of customer service solutions to consumers who have

been victims of fraud and identity theft. Proficient data entry skills and

computer knowledge. Daily use of people soft and effect listening skills.

Duties also include educating the consumers by the Federal Trade

Commission's guidelines and standards.

F&C Real Estate Services (Amber Woods Apartments)

Consulting Director (Pathway to the Future Learning Center) 8/01 - 11/02

Duties include: Supervise employees and organize volunteers. Develop and

organize the community by introducing materials and resources from local,

state and government agencies. Prepares long-range plans for the community

programs section; plans, organizes, and prioritizes all program operations;

coordinates development of the capital replacement plan. Develop and

organized an after school tutorial program. Provide job readiness skills

for adults and developed a Queens club for youth 9 to 17 years. Other

responsible included: teaching adult and senior computer courses for

beginners. Provide public relation campaign. Form partnerships with

schools, businesses and community organizations in the area. Maintained

company budget and organized fundraisers. Provided quarterly reports to

management and HUD. Oversee all day-to-day operations.

Stern-Hendy Properties (Sutton Place Apartments)

Neighborhood Network Service Coordinator 7/00 - 10/01

Develop and organize the neighborhood by introducing educational,

recreational and vocational materials and resources to the community.

Formed partnerships with local businesses and community organizations.

Handle all public relations efforts. Develop activities for the youth,

seniors and adult in the community such as computer classes & job readiness

training. Prepares long-range plans for the community programs section;

plans, organizes, and prioritizes all program operations; coordinates

development of the capital replacement plan. Recruit parent volunteers.

Maintain a computer lab as well as a community center. Provided quarterly

reports to HUD and management. Oversee all day-to-day operations.

References available upon request

Contact this candidate