Manager Customer Service

OBJECTIVE

Service-Focused Case Manager professional with a strong commitment to provide excellent customer service. Offering strong leadership capabilities with proven ability to work in unison with staff, volunteers, and managers.

EXPERIENCE

November 2014 – March 2015

S&T Assessment & Counseling services

DFCS CPS Investigator

Assess the level of risk to children by conducting face to face interview with alleged child victims and their caretakers. Collaborate with law enforcement when children are physically removed from caretakers. Provide additional support services and innovative programs to provide aid to troubled families. Follow up with personal and professional collaterals to obtain necessary information needed to make the best possible decision for children and families. Make referrals as needed to assist with safety and protection of family members.

August 2013 - November 2014

D&S Electrical Corp. 1

Office Manager

Manage all aspects of office, supervise, delegate and manage workload of office staff and electricians. Recruiting, advertising, social media, conduct interviews and manage daily functions. Monitor budgets and office repairs, QuickBooks, maintain filing systems, monitor permits and deadlines, handle customer complaints, schedule appointments, conduct weekly meetings and coordinate office agenda.

May 2011 - July 2013

MHMR IDD Services

Case Manager

Report to the Director of MHMR, coordinate and facilitate Person Directed Planning (IPC/PDP) for a 40-person caseload. Develops narrative of results to assure the IPC/PDP reflects the need, requests and preferences of the person and successfully directed towards the achievement of goals and outcomes. Successfully coordinated the development of IPC and completed revision as needed with zero deficiencies. Serves as lead coordinator with providers to assure strategies are developed to meet outcome on PDP and monitor as needed. Evaluated resource authorization request and develop discharge and transfer plans as necessary.

October 2009- April 2011

The Furniture Network

Office Manager

Manage all aspects of office, supervise and manage office staff and technician, recruiting, conduct interviews and exit interviews. Payroll, QuickBooks, maintain clients file, handle customer complaints, schedule appointments, advertise to prospective clientele, conduct weekly meetings and coordinate office agenda.

May 2007- August 2009

Kindercare Learning Center

Lead Teacher

Lead Teacher for 25 students at 200 child learning Center. Supervised assistant teachers and volunteer staff members. Also responsible for establishing a healthy relationships with parents and caregivers from different cultural and socio-economic backgrounds. Implemented accredited State approved Curriculum. Developed weekly lesson plans, managed classroom activity and supervised children. Introduce curriculum and programming information to families including the coordination of parent teacher meetings to update on child’s progress and periodic evaluations and child needs assessment.

November 2005 – May 2007

Girls and Boys Town of Georgia

Case Manager

Responsible for building healthy relationships amongst a cross-cultural section of at-risk youth. Worked with staff, parents and volunteers in teaching social skills to at-risk youth in group home setting. Successfully implemented the 21st century teaching model, resulting in strategically prioritizing treatment plans. Ensure all cases, treatment plans and daily/program goals were 100% completed. Conduct intake interviews while managing heavy caseload. Serve as shift lead in working with staff to build healthy relationships.

Education

September 1999- June 2004

Cuny Hunter College

B.A

Major- Psychology

Minor- English

PROFESSIONAL DEVELOPMENT

MS Excel, Word, PowerPoint, Access

CPR and First Aid Certified

CPI Non-Violent Crisis Intervention

DBT Certified/CBT Certified

Family Violence Certified

COMMUNITY INVOLVEMENT

Young Adult Class Instructor

Praise Dance Leader/Choreographer

REFERENCES

References are available upon request.

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