Customer Service Manager

Terrell Willis **** E. Osborn Rd

215-***-**** Scottsdale, AZ 85251

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

Objective: To obtain a position that will effectively utilize my communication, leadership and organizational skills in the field of customer service.

Education:

Kutztown University B.S. Telecommunications 1997-2002 Kutztown, PA

Experience

Philadelphia Fire Department 2013-2015 Philadelphia, PA

Fire Fighter

Drives and positions apparatus; operates controls to supply power for pump, aerial and other equipment; adjusts controls to maneuver aerial and other equipment to vary water pressures; reads and interprets gauges to insure proper functioning of equipment.

Operates nozzles; controls hoseline; directs stream of extinguishing agents to control and extinguish fire.

Puts hydrants and standpipe systems in service; connects, assembles and regulates the operation of deluge guns, ladderpipes and other equipment.

Uses breathing and other protective equipment; inspects and tests breathing equipment; fills air or oxygen cylinders.

Carries, raises and climbs ladders.

Rescues people in danger; removes people from buildings and other structures for first-aid treatment; transports people to hospitals.

Certified Emergency Medical Technician.

Philadelphia Hospital 2010-2015 Philadelphia, PA

Patient Care Tech

Completing fifteen-minute check on the patients.

Taking patients vitals and inputting the data into the computer system.

De-escalation of patients using non-violent physical restraint when needed.

Properly using glucose meter to measure diabetic patients’ blood sugar.

Brooke Glen Behavioral Hospital 2008-2010 Fort Washington, PA

Mental Health Tech

Monitoring the patient’s behavior while in the hospital.

Use non-violent physical restraint on patients when needed.

Fifteen minute room checks for each patient.

Obtain each patient’s vital signs before the end of each shift.

U.S. Airways 2007-2008 Philadelphia, PA

Fleet Service Agent

Load and unload baggage and cargo, marshal aircraft to and from gates and services aircraft.

Move baggage and cargo of various weights to and from aircraft.

Drive and operate belt loaders.

Service aircraft at gates with ground power and air conditioning.

Independence Blue Cross 2007-2007 Philadelphia, PA

Call Center Representative

Handle miscellaneous projects and special assignment, participate in work groups as requested to identify root causes to problems and offer suggestions for improvement in quality of service.

Offer support to fellow associates and demonstrates a positive influence of other.

Ensure that all calls including customer contacts and internal calls for research and resolution are accurately documented on INFO system with detailed text that is clear, concise and grammatically correct.

Ensures all recording equipment is operable.

Interim House West (IHW) 2006-2007 Philadelphia, PA

Case Manager

Meet weekly with all clients on case load to address case management issues and concerns including budgeting, entitlement, housing and employment

Identify housing options for clients with in the first 2 months of treatment and continue follow-up throughout the clients’ treatment stay

Develop and monitor monthly budgets with clients and identify areas, which will affect clients’ ability to access housing post-treatment

Provide case management/care coordination and advocacy by carrying a caseload and assisting clients in negotiating social services, providing follow-up and monitoring support. Reassess client need as appropriate.

Child Care Information Services (CCIS) 2003-2006 Philadelphia, PA Provider Specialist

Maintain and log information received from unlicensed providers

Research and resolve problems regarding licensing and inspections and/or state information

Assist with provider seminars and help providers with the compliance of their provider agreements

Track care check clearance

Salisbury Behavioral Health INC 2005-2005 Abington, PA

Resident Advisor

Provides direct services to persons with serious mental illnesses during specified shifts

Observe and respond to significant changes in consumer mental and physical health

Counsels clients to help them effectively deal with problems, values, responsibilities, and relationship

Monitoring prescription medication, self- administrative for accuracy, compliance, and side effects and communication relevant information to supervisors, medical professionals and treatment team members as appropriate.

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