Manager Customer Service

NADINE E. WYSINGER

*** ******* *****, ******, ** 45415 937-***-**** **************@*****.***

PROGRAM ADMINISTRATOR

Results-driven, client-focused leader with a demonstrated ability to help social services organizations achieve their goals. Possesses a multi-disciplinary background that includes business operations and working with various populations, such as the homeless and former inmates. Communicative and energetic, with a passion for developing and supporting programs that make a strong impact on individuals and the community. Seeks to benefit top organization by combining leadership, project management, supervision, and operations management skills to run social services initiatives.

AREAS OF EXPERTISE

Community Services ● Referrals ● Resource Allocation ● Personnel Management ● Administrative Support

Employee Oversight ● Budgeting ● Regulatory Compliance ● Performance Monitoring ● Teaching

Grant Management ● Record Keeping ● Communication ● Cross-Organizational Collaboration

PROFESSIONAL EXPERIENCE

HUMANA AT HOME: STAY HEALTHY PROGRAM

Personal Health Coach, 2015 Present

Telephonically assess and evaluate Humana members’ needs and requirements to achieve and/or maintain their health

Guide members and their families toward and facilitate interaction with resources appropriate for the care and well-being.

Work in collaboration with a multi-disciplinary team, employing a variety of strategies, approaches and techniques to enable a member to manage their physical, environmental and psycho-social health issues.

Key Competencies

Builds Trust: Consistently models and inspires high levels of integrity in decisions, speech, and actions. Lives up to commitments, taking responsibility for the impact of one’s actions. Exercises the courage to prioritize principles and values over personal or professional gain.

Customer Focused: Connects meaningfully with customers to build emotional engagement and customer advocacy. Develops and applies deep customer knowledge and intimacy to develop and deliver products, services, and interactions that provide value beyond expectations. Simplifies complexity and integrates internal efforts to deliver an optimal customer experience.

Results Driven: Effectively leverages resources to create exceptional outcomes. Determines the best course of action when facing ambiguity. Anticipates and constructively resolves barriers and constraints. Embraces change, applies new knowledge and reconfigures quickly to capitalize on opportunities.

Interpersonal Effectiveness: Understands oneself, effectively manages emotions, and displays awareness of how one’s actions affect others. Listens and communicates with respect and empathy toward others. Continually building trusting relationships through accountability and integrity in actions.

SUPPORTIVE LIVING PROGRAM – CASE MANAGEMENT SERVICES (PLACES), Dayton OH

Manager, 2010 2014

Positions organization to improve performance by supervising, training, and equipping eight case managers and providing educational work experience for intern and practicum students.

Empowers clients by connecting them with community resources and acting as community liaison.

Cuts costs by monitoring and ensuring adherence to program budget.

Ensures compliance with personnel policy manual by monitoring time sheets, leave requests, and request for schedule changes.

SUPPORTIVE LIVING PROGRAM, CON’T

Key Accomplishments:

Motivates residents by designing/implementing activities initiatives for Supportive Living Program.

Boosts performance and regulatory compliance by developing/updating policy/procedures manual.

Promotes program within the prison system and community by teaming with partner agencies, parole authority, and prison officials.

Consistently achieves individual and programmatic productivity standards.

Builds strong teams by interviewing prospective case manager candidates and recommending hires.

Demonstrates leadership by chairing committees and representing agency at community functions.

HOMESTAR SAFE HAVEN, Dayton OH

Mental Health Tech/Case Manager – St. Vincent Hotel, 2003 - 2009

Helped homeless individuals find and retain homes by motivating them to participate in long-term transitional housing program and providing encouragement, support, and case management.

Empowered residents to live independently by teaching life skills and facilitating house meetings.

Engaged clients by interacting with and advocating for them.

Ensured smooth business operations by overseeing clerical functions, including petty cash distribution, inventory control, and file management.

Key Accomplishment:

Oversaw the operation of an emergency homeless shelter within the St. Vincent Hotel, managing staff, developing menus/preparing meals, ensuring guest safety and comfort, liaising between guests and case management staff, and providing tours/assistance to volunteers.

WOMANLINE OF DAYTON, Inc., Dayton, OH

Community Outreach Educator, 2002 - 2002

Provided community assistance by coordinating/promoting educational programs regarding positive parenting skills, abuse prevention, baby care/safety, adolescent issues, & train trainer.

Identified abuse/other dangerous situations and reported them to Outreach Education Coordinator.

Created and facilitated successful, cost-effective workshops by developing materials and curriculum, tracking participation and feedback, and writing funding grant.

Key Accomplishments:

Improved program by researching all aspects of program development/evaluation, including conducting interviews with other social/human resources service agencies and offices of the court.

Built loyal list of partners by developing/maintaining relationships with other organization’s leaders.

EARLY CAREER HIGHLIGHTS

NATIONAL CONFERENCE FOR COMMUNITY & JUSTICE, Executive Assistant/Office Manager: Positioned organization to achieve its business, program, and advocacy goals by planning camp on diversity issues, conducting youth workshops, interacting with community in public and at meetings, overseeing office functions, and managing communication.

URBANA UNIVERSITY AT DAYTON, Office Manager: Bolstered recruiting while ensuring effective operations by promoting university at events while overseeing all clerical/event management duties.

DAYTON EARLY COLLEGE ACADEMY, Coordinator/ Peer Mediation Program: Facilitated complete coordination of peer mediation program including development, recruitment, training, mentoring, advisor and coaching.

EDUCATION

BSB, Organizational Leadership, Urbana University, Urbana, OH

AA, Liberal Studies, Business Administration/Marketing, Urbana University, Urbana, OH

Sinclair Community College, Completed LDCII certification coursework

NADINE E. WYSINGER, PAGE 3

CERTIFICATION

State of Ohio, Thinking for a Change Curriculum, Certified Instructor

Sinclair Community College, Completed 180 Hours of Therapeutic Activity Programming Course

Sinclair Community College, Training in Mental Health Technology

Dayton Mediation Center, Mediation Training Program

American Red Cross, CPR and First Aid

COMMUNITY ENGAGEMENT & VOLUNTEERISM

Sinclair Community College, Advisory Board for Human and Behavioral Sciences Department, Member

Dayton Mediation Center, Volunteer

Family Unity Committee, Steering Member of Non-Profit Community Service Organization

Received Dayton, OH Mayoral Award for Community Service & Volunteerism

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