Customer Service Manager

CYNTHIA PAYSOUR

Phone: 828-***-**** Email: acuv1i@r.postjobfree.com

Case Manager

A top-performing Case Manager credited providing extensive care and expertise to deliver results-oriented growth in competitive markets. Strong expertise in documentation skills, leveraging existing networks, and maintaining calm in high-pressure situations. Highly accomplished in counseling, data entry and archiving, and ability to build and maintain

relationships.

Microsoft Office

Cognitive Behavioral Therapy

Strategic Planning/Analysis

Invoice Processing

Consumer Psychology

Motivational Interviewing

Staff Development

Training & Leadership

5 years Supervisory

Critical Crisis Training

Qualified Mental Health & MR/DD Professional

Areas of Expertise

Professional Experience

SUPPORT INC. 9/2015-01/2016

Special Needs Coordinator

Recruit, interview, and recommend staff for employment in one on one positions.

Develop and implement job performance contracts with staff.

TOYOTA OF NORTH CHARLOTTE, HUNTERSVILLE NC 7/2014 – 9/2015 GUEST SERVICES

Managed wide variety customer service and administrative tasks to evaluate and resolve customer issues quickly and efficiently.

Utilize knowledge, superior customer service skills and experience by addressing concerns, demonstrating empathy and resolving problems on the spot.

Answered an average of 150 calls per day on multi-line system, paging, transferring to multiple departments.

KINGDOM BIBLE COLLEGE AND SEMINARY, RALEIGH, NC 2/2014 – 7/2015

ADJUNCT LIFE & LEADERSHIP COACH

Schedule and conduct interviews.

Skillfully recruit potential employees to enroll into coaching programs.

Clearly and precisely explain coaching programs, goals, student services and financial consideration to augment client enrollment

Evaluate coaching services and case management to client caseload

MULL FAMILY TRUST, VALE, NC 1/2011 –12/2015

ADMINISTRATIVE ASSISTANT

Compose and complete several different types of reports that concern financial and real property. Organize, assess and revise correspondence and file court documents.

Coordinate, organize and report executive operational metrics

Design operating procedures and protocol to maintain smooth, effective, and efficient executive office operations

FOOTPRINTS CAROLINA, LINCOLNTON, NC 4/2008 – 6/2010

TARGETED CASE MANAGER

Coordinated and spearheaded development of multi-disciplinary treatment plans, and ensured secures services for client ranging from medical and dental to specialized therapies

Advocated clients in various environments, including court proceedings, DSS, educational settings. Kept accurate documentation and services.

Minimized all unnecessary risk and inefficient institutional care with specialized services for high-risk client within the community

GATES REALTY AND AUCTION GROUP, LINCOLNTON, NC 7/2006 – 1/2008

VALUATION ASSISTANT

Cynthia Paysour Resume, Page 2

Completed 80-100 Broker Price Opinions per month.

Provided support with various functions of real estate daily duties like sign placing, removing lock boxes, and searching for FSBO properties. Completed documents and mailings for FSBO’s and foreclosures.

FRYE REGIONAL MEDICAL CENTER, HICKORY, NC 1/2002 – 3/2005

UNIT COUNSELOR

Scheduled outpatient treatment and services, and discharge planning

Executed psycho-social assessments and progress reports to inform Psychiatric Unit Coordinate, and provided support in treatment plans

Evaluated and promoted consumer rights. Kept accurate documentation, and diligent participation in all JACHO and state surveys. Interviewed individuals and clients to assess which services were necessary to them.

MECKLENBERG COUNTY MH/MR/DD/SA, CHARLOTTE, NC 1/1999 – 1/2001

CASE COORDINATOR

Scheduled, organized, and participated in cultivation of multi-disciplinary and treatment plans Ascertained medical services for clients. Advocated on behalf of consumer in various environments.

Ensured accurate documentation and monitored services

GASTON-LINCOLN MH/MR/DD/SA NOW PATHWAYS, GASTONIA, NC 11/1992 – 5/1999

PROGRAM COORDINATOR/ LOCAL APPROVAL OF PLANS

Assisted in the negotiation of, and developed contracts with external agencies. Recruited, interviewed, and recommended for employment. Authored and facilitated job performance contracts with staff and revised job descriptions as necessary.

Trained case managers, and led CAP training. Composed annual evaluations for staff, including disciplinary actions. Ensured quality of care and service to consumer.

Provided support to sustain quality and standards of services, and wrote supervisory reviews for Medicaid standards

Spearheaded community training at public forums.

Assessed for reviewed applicants of program for services. Evaluated and approved all initial treatment plans, and continued to review treatment plans. Revised costs when necessary, and ensured compliance conformity with local regulations.

Maintained accurate records and authored regular reports with regard to consumer needs, budgets, etc.

Represented developmentally disabled consumers as Guardian to Area Director

Education & Training

Bachelor of Science, Sociology, Appalachian State University, Boone, NC 08/1982-05/1986

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