Manager Customer Service

Rachel MacLeod

Masters Degree in Science of Psychology

Columbus, GA 31909

*************@*******.*** - 706-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Assistant Case Manager

Talbott Recovery Campus - Columbus, GA - August 2015 to Present Responsibilities

*Provides comprehensive case management services to include: Intake assessments, implement goal setting, long-term planning development, and weekly meetings

*Completes diagnostic summaries and monitors patient's progression

*Trained and completes drug test for LabCorp

*Counsels and actively involved in individual and group sessions

*Strong verbal, written, and organizational skills

*HIPAA trained and patient confidentiality

*Administrative skills as well; by copying, faxing, scanning, and answering phones Accomplishments

*Excellent rapport with the patients and staff

*Earn the patient's trust and they are able to discuss their triggers and discuss how to involve themselves with other activities

*Initiated and created activities during the day and in the evening with family day

*Accomplished numerous tasks by organizing, meeting timelines, and assisting others with their daily tasks Skills Used

*Respecting the patients and their privacy

*Excellent listening and speaking skills

*Continue striving for better positions by completing CEU courses online and attending seminars

*Compassion for others, while staying level-headed with the patients

*Liaison between the patients and their family

*By completing numerous diagnostic summaries, assessments, and planning, able to complete tasks in a quicker manner

Associate Manager and Multicultural Marketing Coordinator Aflac - Columbus, GA - April 1998 to April 2013

Operations Analyst and Multicultural Marketing Coordinator for translations of materials

• Project Manager for annual corporate events with 700 to 1500 guests and Supervised employees

• Project coordinator for nationwide recruiting events and assisted in tracking productions. Coordinated contracts with outside vendors and coordinated logistic details

• Managed, established, prepared, and maintained two budgets up to $2M; compared departmental actual expenses with budget; cost, staffing and revenue; developed expense projections based on prior budgets and expenditures

• Prepared company-wide reports and analytical data; including weekly, monthly, quarterly and annual status reports on the tracking and measuring systems for all recruiting-related activities Supervisor in Banquet Division

Callaway Gardens - Pine Mountain, GA - February 1995 to April 1998 Supervised between 5 and 30 employees, with guest counts ranging from 30 to 500 per event

• Directly managed a diversified group of employees and operations of the business unit at a major resort

• Trained, motivated and coached new employees and provided high customer service

• Served as a liaison between guests and management

• Attended managerial meetings to identify any problems and made recommendations to any customer criticisms and inquiries for enhancing customer satisfaction

• Updated and distributed daily provisional reports, ordered supplies and assisted in inventory maintenance EDUCATION

Master of Science in Psychology

Kaplan University

August 2015

Bachelor of Science in Psychology

Auburn University

June 1997

SKILLS

Supervisor (8 years), Budgeting (3 years), Conflict Resolution (10+ years), Inventory Management (7 years), Case Management Skills (2 years), Utiliizing assessments and tools (2 years), Aware of physical and mental competencies with addiction (2 years), Microsoft Office (10+ years), CPR (2 years), Assessments (2 years), Hipaa (10+ years), Project Management (6 years)

AWARDS

Master's Departmental Psychology Commendation

March 2015

Research paper on an adolescent who experienced a Traumatic Brain Injury and completed a doctoral level analysis of neuropsychological test and assessments. CERTIFICATIONS

CPR/AED and First Aid

September 2015 to September 2017

CME

July 2015 to July 2019

Rapid Regulatory Compliance

Non-clinical II: General Safety, Fire Safety, Electrical Safely, Ergonomics, Hazard Communication, Security & Workplace Violence, Reporting Incidents, Emergency Preparedness, and Infection Control. The Addicted Family

Addiction in the family. Historical and Statistical Data. Characteristics of Adult Children of Alcoholics (ACOA's), Roles of an alcoholic, Stages of Recovery, and prevention. RM-Documentation Basics-All Staff

Suicide-Discharge Planning

Safety Discharge Processing

Code of Conduct

ADDITIONAL INFORMATION

• 15 years of managerial and supervisor experience

• Strong interpersonal, communication, and organizational skills

• Ability to understand client's needs and work with a broad range of professionals

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