Customer Service Manager

JAMIE HODGE

*** * *** ***** **, Morristown, TN 37814 C: 423-***-****

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

EXECUTIVE PROFILE

Currently volunteer for several non-profit organizations and boards

including CEASE (domestic violence program), MATS (homeless shelter),

Hamblen health counsel and Hamblen Integracy coalition. Former ambitious

supervisor at CEASE who creates strategic alliances with organization

leaders to effectively align with and support key business initiatives.

Coordinated local agencies and legal professionals to establish a

batterers' intervention program to serve Hamblen and surrounding counties.

Talented in Social services, dedicated to providing effective and

empathetic care. Seeks to provide effective and supportive care while

simultaneously continuing both personal and professional development.

Energetic, results-oriented team-player eager to bring strong

administrative skills to a growing company in need of top-level support.

History of Compassionate Hospice Case Manager experienced with providing

direct in-home care to terminal patients.

SKILL HIGHLIGHTS

Problem resolution Team-player

Client advocacy Able to manage client crises

Aware of legal and ethical Comfortable with diverse

standards populations

Excellent writing and critical Attentive listener, sensitive,

thinking skills. empathetic

Grant writing and reporting. Emergency response training

CORE ACCOMPLISHMENTS

Research

Investigated and analyzed client complaints to identify and resolve

issues.

Customer Service

Handled customers effectively by identifying needs, quickly gaining trust,

approaching complex situations and resolving problems to maximize

efficiency.

Client counseling/ group counseling

Administration

Performed administration tasks such as filing, developing spreadsheets,

faxing reports, photocopying collateral and scanning documents for

inter-departmental use.

Supervision of staff

Reporting

Maintained status reports to provide granters with updated information

for client projects.

Grant writing. Secured new grant money for CEASE

Training

Successfully trained staff in all office systems and databases, policies

and procedures while focusing on minimizing errors and generating

superior results.

PROFESSIONAL EXPERIENCE

07/2014 to current

Volunteer

CEASE, MATS, HIC and Hamblen Health Counsel

08/2012 to 07/2014

Supervisor/Case Manager

CEASE

Morristown, TN

04/2009 to 03/2011

Charge Nurse

Lakeway Regional Hospital

Morristown, TN

Managed team of 15 or more professionals. Developed

patient care plans, including assessments,

evaluations, and nursing diagnoses. Supported

patients with customized patient teaching tools. Delegated staff nurse

duties. Ensured efficacy of treatments through monitoring

of treatment regimens. Ensured HIPAA compliance.

Instructed patients and family members on proper

discharge care. Evaluated health education needs of

patients.

04/2007 to 03/2008

Women's Health RN

Lakeway Regional Hospital (part-time)

Morristown, TN

Provided necessary training and instruction.

Maintained patient privacy and confidential

patient information. Utilized nursing

assessment skills to determine necessary patient care. Maintained

patient privacy and confidential patient information.

Evaluated health education needs of patients

and provided necessary training and

instruction.

05/2007 to 10/2008

Hospice case manager RN

Smoky Mountain Home Health and Hospice

Morristown, TN

Provided necessary health education training for

patients.

Oversaw implementation of patient management plans.

Directed all protective placement, case

management, parent education and family

reunification activities. Interviewed clients individually

and with families to determine what services would best address

their needs. Advised patients on

community resources, made referrals and

devised realistic treatment plans. Communicated

with relatives of patients about diagnoses and treatment

programs. Assessed patient and delivered comprehensive

case management services.

EDUCATION

08/2011 to 12/2014

Bachelor of Arts: Psychology

Tusculum College

Greeneville, TN

Psi Chi honors

06/2003 to 05/2006

Associate of Science: Nursing

Walters State

Morristown, TN

Graduated Summa Cum Laude. One of the top ten scores

on the college wide exit exam. Member of Phi

Theta Kappa Club. Who's Who Academic Achievement

Award.

EDUCATION

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