Customer Service Management

PROFESSIONAL SUMMARY

A driven and detail oriented individual, with almost 10 years of human services and case management experience, and over 20 years of customer service and office work. Demonstrated background in policy and program analysis, data entry, and project management. Utilize effective interpersonal skills to build and maintain relationships.

CORE COMPETENCIES

Leadership & Training

Teamwork

Reliable & Adaptable

Customer Service

Confidentiality

Policy Review & Knowledge

Initiative

Implementation

PROFESSIONAL EXPERIENCE

W.E. Upjohn Institute ~ Michigan Works! PATH Program Kalamazoo, MI

Career Developer & Employment Specialist 10/2013 to 10/2015

Trainer for new Employment Specialists and acted as a lead in the absence of Management

Monitor/track activities of PATH participants; Manage caseloads, while serving as a mentor.

Entered data, participation hours, and case notes in the State of MI OSMIS database.

Worked one-on-one with participants to gain meaningful employment and achieve self-sufficiency.

Provided mentorship, case management, and job search assistance to each participant.

Consistently exceeded the state mandated Work Participation Goal rate of 70%.

Collaborated with Department of Human Services (DHS) and other community organizations.

Maintained a diversified program knowledge, including: PATH, FAE&T, WIOA, and UIA.

Collaborated with management to ensure program requirements are met for all state and federal funded grants.

Represented Michigan Works! in all hearings and triage meetings in partnership with DHS.

Reviewed all files to ensure all federal and state policies are followed and evaluate cases to prepare for state audits.

Worked with Michigan Works! partner agencies to provide support services to participants.

Lake Michigan College ~ Michigan Works! JET/PATH Program Benton Harbor, MI

Case Manager & Career Navigator 9/2006 to 10/2013

Facilitated weekly orientations for new clients including the explanation of benefits and support services.

Responsible for accurate entry of data into various data bases, including Access, OSMIS, and JSDb.

Worked with outside agencies including Friend of the Court, DHS and Area Agency on Aging.

TABE Test, Key Train and Work Keys Testing administrator.

Provided scheduling assistance with transportation agencies.

Assisted job seekers in gaining employment by providing resume, interview and retention workshops.

Matched job seekers with employers, offering OJT and subsidized employment contracts.

Compiled monthly reports to show various data related to employment, labor market and economic changes in a tri-county area.

EDUCATION & CERTIFICATIONS

Durham College, Oshawa, Ontario

Bachelor of Science ~ Business Management

Global Career Development Facilitator Kalamazoo, MI

Certification

Michigan Works! Association Workshops:

From Case Management to Career Coach

Effective Case Notes

Skill Path Seminars:

Conflict Management Skills for Women

Managing Emotions and Thriving Under Pressure

Fred Pryor Seminars:

How to Communicate with Tact and Professionalism

Multiple Projects and Deadlines

VOLUNTEER EXPERIENCE

Boys Scouts of America - Cub Master - Current

Bangor Lions Club - President - Current

Bangor Band Boosters - Current

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