Customer Service Manager

WENDETTA WATSON

**** ****** ****** *.* #* Washington DC 20020 202-***-**** ***********@*****.***

Program Coordinator/Residential Manager

Dedicated and skilled business professional with versatile effective communicating skills with broad range of clients and management. Excel in planning and executing multiple projects deadline-driven environments. Motivated and self-driven. Willingly accept challenges and meet ambitious objectives. Diplomatic problem-solver. Exposure to CPR and first aid medication distribution. Results-oriented Case Manager with experience in social work including assisting adults, children, adolescents, families, and special needs populations Key Skills

Office Management

Team building &Supervision

Staff Development &Training

Policies &Procedures Manuals

Substance Abuse

Report &Document Preparation

More than 18 Years of Experience

Exceptional Customer Service Skills

Trained new hires, HMIS Training

Criminal Justice Clients

Records Management

Meeting &Event Planning

Inventory Management

Expense Reduction

Performed Routine Urinalysis

Experience

WALTER REED NAVY MEDICAL CENTER, BETHESDA MD

General Clerk III Wounded Warrior Barracks

2007-Present

Responsible for the front desk duties check-in-out and track occupancy of building maintain date about occupancy of building weekly inspections of all bedrooms in the barrack initiate and track completion of facility trouble calls provide information, supplies and amenities to residents. Inspect common area and grounds for cleanliness and safety compliance liaison with fire inspection, facility personnel and other NNMC departments working within the building. Maintain logs and records of barracks activity and transactions, entry of emergency calls immediately and routine calls within 2 hours. Notify complex manager, command duty personnel and security about accidents and make calls for medical and fire emergencies, Provide excellent customer service. CATHOLIC CHARITIES ROCKVILLE MD

(Dorothy Day Place) &(Carroll House)

2004-2011

Program Coordinator

Provide supervision to program/Case Managers coordinators and volunteers in providing high quality responsive service while partnering with community resources. Developing and ensuring achievement of individual education plan goals. Adept in all aspects of incident reporting and supervising court ordered visits. Documented interactions between resident and family members. Processed all incoming mail for clients. Ensured positive mental and physical health involving individuals and communities. Ensue within a group home for mental health adult male and females. COVENANT HOUSE (Crisis Center) WASHINGTON DC 2000 to 2004 Residential Advisor

Assisted youth in preparing task and assignments. Served as role model for the youth; playing an integral role in designing and evaluating behavioral goals for all individuals. Participated in interdisciplinary team meeting as necessary. Served as primary liaison with the school system including advocating for residents and ensuring achievement of Individual Educational Plan. Monitored therapeutic crisis intervention strategies and short-term counseling sessions. Authored court reports and supervised court ordered visits successfully. Introduced community resources including transitioning residents into drug awareness programs along with assessing for mental counseling. ST. ANN’S INFANT AND MATERNITY HOME, HYTTSVILLE MD 2001 to 2004 Assistant Supervisor

Assist in the coordination of team effort for the provision of quality care for Teen/Mother/Babies Program. Supported and encouraged residents in being compliance with the program. Supported residents with medical and emotional needs. Maintained supervisory responsibility for staff, residents and programs as assigned. Assisted with coordination of shared housekeeping responsibilities to ensure a clean and safe working/living environment. FOR LOVE OF CHILDREN (FLOC), WASHINGTON DC 1998 to 2002 Residential Counselor

Responsible for daily activities of teen mothers and their children. Observed and documented activity in the facility. Ensured that the mother was providing a nurturing and clean environment for the children by giving workshops and training thru guest speakers, video and work sessions. Ensured that the facility was a safe environment. Facilitated group counseling sessions relating to money management, coping skills, time management, and hygiene. Played a key role in developing behavioral strategies and participating in therapeutic activities based on resident needs. Handled all aspects of case planning and case management including updating clinical records, complying to licensing requirements, and evaluating resident progress levels. HOUSE OF RUTH, WASHINGTON DC

(Unity Program)

1992 to 1998

Program Assistant

Ensured that the residents complied with all curfew requirements. Conducted monitoring of facility security. Secured and dispensed all medication. Maintained resident confidential records, including medical history, bank account, in-hours monetary account, etc. Conducted nightly rounds for bed checks and bed count. Provided one- on-one counseling. Ensured positive mental and physical health involving individuals and communities. Facilitated group counseling sessions for residents. Advocated for residents within community settings. Managed all aspects of recreational activities involving at-risk residents. WASHINGTON HALFWAY HOUSE FOR WOMEN, WASHINGTON DC 1994 to 1996 Residential Monitor

Ensured that the residents complied with rules and regulations. Handled security of facilities, alarm systems and monitored camera security while routinely patrolling grounds. Alerted authorities of any suspicious activity. Regularly coordinated with local police and paramedics. Responsible for maintaining accurate and comprehensive records and reports. Performed Routine Urinalysis. Education

AUTOMATION ACADEMY, Washington, DC 1981 to 1982

Nursing Program, Academic Diploma

WINFORD HIGH SCHOOL, Richmond VA 1975

General Studies, Diploma

Certifications/Trainings

CPR &First Aide Homeland Security, FEMA

Crisis Prevention Intervention

Trauma Recovery Top Secret Clearance

Behavioral Therapy

References Available Upon Request

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