Resume

Customer Service Vice President

Location:

Smithfield, NC, 27577

Salary:

60,000

Posted:

November 24, 2023

Contact this candidate

Resume:

LaQuetta A. Robinson

*** ******* ***** *********, ** 27863 919-***-**** (cell) email: ad1fcb@r.postjobfree.com

EXECUTIVE SUMMARY: Highly accomplished professional with years of wide-ranging vocational experience seeking a position within your company. Results-driven proactive team player eagerly awaiting an opportunity to utilize my extensive knowledge to positively contribute to your organization. My prior vocational experiences provided opportunities for me to build a great rapport with consumers, stakeholders, and community partners. My goal is to utilize my exceptional leadership skills, and exceptional customer service skills to continue to meet the demands of customers. Natural born leader that can work harmoniously with people from diverse backgrounds and cultures.

AWARDS, SKILLS & ACCOLADES:

Microsoft Office 365: Word, Excel & Outlook. Successful in overall operations in a fast-paced multi-market environment. Computerization Techniques and Procedures (Laptop and Desktop Computers).

HIPAA (Health Insurance Portability and Accountability Act).

Expert knowledge of medical conditions and terminology with the ability to develop treatment and intervention plans to address the behavioral issues the patient exhibits.

Maintained a working relationship with student on case load.

Coordinated and monitored treatment recommendations and services.

Exceptional organizational, interpersonal skills & outstanding customer service orientation.

Conversant with identifying and analyzing problems and finding solutions.

Strong ability to work independently, as well as within teams. Leadership ability, strong motivational skills, and superior communication skills.

EDUCATION & TRAINING:

College University of North Carolina at Chapel Hill (August 1981-May 1985)

Earned: Bachelor of Arts Degree in Psychology.

COMMUNITY ORGANIZATIONS: Juvenile Crime Prevention Council Substance Abuse Coalition Teen Health Corps Advisory Council Crossroads to Understanding Board of Directors Family Support Advisory Committee Secretary DLCM Security Team Member of DLCM Education Advisory Council Vice President of DLCM Women in Crisis Ministry.

PROFESSIONAL EXPERIENCE:

Eastpointe Kinston, NC (December 2022-June 2023)

Member Recipient Complaint and grievance Coordinator

Managed and provided oversight of the day-to-day operations of the Grievance and Appeals staff, overseeing member grievances and disputes and related functions within the BH I/DD Tailored Plan. Ensure that implementation of the grievance dispute process for members to bring issues to the BH I/DD Tailored Plan. Maintained and monitored member grievance and dispute outcomes to identify trends and existing operational and clinical opportunities to improve the provider experience.

Conduct in-service trainings to G&A staff on process for entering tracking member grievances and disputes in Conduent/Meditrac. Ensured correspondence, notifications, and accurate recording of all interactions and dispute resolution are documented.

North Carolina Department of Health and Human Services (September 2022-December 2, 2022) Treatment Program Coordinator

Highly praised for my ability to coordinate utilizing a person-centered approach in the identification, development, implementation of all services and supports for individual during their admission to Cherry Hospital. Coordinated, developed, and implemented patient’s rights. Develop and coordinate client-specific treatment and discharge plans.

Facilitated treatment team to develop individual patient treatment plans. Monitored, assessed, and evaluated the functioning of residential patients diagnosed with psychiatric disorders. Determined and addressed health care needs of all assigned high-risk individuals. Educated and advised clients on various mental health issues and health benefit plans.

Coordinated and made referrals to health care and social support services for clients.

Lenoir County DSS (April 2022-September 2022)

Social Worker IV

Performed case studies for the purpose of assessing problems and determining appropriate types and methods of treatment. Develop intensive long or short-term treatment plans, which require a comprehensive fund of professional knowledge with the aim of improving or restoring individual or family functioning. Perform job duties under stressful conditions and emergency situations.

Ensured all services are delivered in a respectful, culturally sensitive, and appropriate manner. Prepared and maintained case records and databases.

Communicated effectively with clients and others in writing, in person, and over the telephone. Analyze data, interpreted directions, procedures, and regulations, and develops appropriate responses. Maintained confidential information in accordance with legal standards and County regulations; performs all duties in conformance with the National Association of Social Workers (NASW) Code of Ethics.

Deeper Life Ministries (June 2011-September 2021)

Executive Administrator

Highly praised and recognized for my abilities to assist with the Executive Pastor’s communication, administration, and scheduling needs along with other support needs such as coordinating building utilization, implementing, and communicating ministry efforts, and arranging meetings. Recognized and served as a respected leader by supervising staff in all departments. Led staff by providing resolving conflicts, providing productive responses, and always maintaining strict confidentiality.

Educated all managers and staff on the importance of implementing and following the vision, direction, and goal of the church. Created a positive environment by engaging staff, vendors, members, and visitors with a demeanor of optimism and respect while holding others accountable in a spirit of love and acceptance.

Deeper Life Ministries (March 2009-September 2021)

Chief Financial Officer (CFO)

Managed all operational and programmatic support to the ministry. Supervised the finance unit and served as the chief financial spokesperson. Managed the coordinated all fiscal reporting activities including revenue expense and balances all reports. Ensured the financial budgets aligned with the vision and strategic goals of Deeper Life Ministries. Ensured ministries had financial resources Reported directly to the Pastor/Chief Executive Officer (CEO) and directly.

Preferred Alternatives, Inc. (March 2007-July 2008)

Recovery Administrator

Directed and managed the entire recovery program and managed the peer support community program which provided clinical services for substance abusers and people that suffered from mental illness.

Wrote and reviewed person-centered plans, served as a liaison between community support agencies and Cherry Hospital.

The Arc of North Carolina (January 2005-December 2006)

Support Broker

Provided exceptional care for my caseload of 20 consumers. Created and implemented person-centered plans for all consumers. Served as a “point of contact” when finding placement from various community support agencies. Documented monthly activities.

University of North Carolina at Chapel Hill (May 2003-May 2004)

Research Associate II / Project Coordinator

Collaborated effectively which 35 project investigators, regional hospital staff and community agencies to developed and implement strategies for recruiting in various research studies. Hired, recruited, and trained staff. Developed and implemented strategies to enhance retention and created procedures for recruiting and monitoring. Ensured quality control and collected data for summaries.

NOVA Behavioral Healthcare-IC (January 2003-May 2003)

Day Services Manager

Managed 48 consumers and five Habilitation Specialist at the Day Program in accordance with all applicable county, state, and federal regulations and with high standards of quality. Provided care for patients with severe disabilities. Supervised day services staff and assisted in hiring, completing payroll responsibilities, ensured active consumer engagement, and monitored budgets.

Methodist Home for Children (June 2001-December 2002)

Foster Care Specialist

Provided family centered support and interventions for assignment youth and foster families. Developed and implemented detailed case plans for parents or guardians seeking to achieve permanency.

Ensured protective services for children from birth to age 18. Prepared court reports for truancy, child abuse and neglect cases and testified in Juvenile, Municipal and Criminal Court.

Methodist Home for Children (August 2000 – June 2001)

Family Preservation Specialist

Developed initial assessment and person-centered plan, outlining family background strengths, concerns and recommendations.

Provided intensive, hands-on assistance and education several times a week to the family in an effort to successfully complete their goals.

Provided crisis intervention when necessary. Available 24 hours a day, 7 days a week.

Provided family advocacy as needed.

Wayne County Mental Health (May 1999-August 2000)

Substance Abuse Counselor II

Provided out-patient bio-psycho-social needs assessment, develop treatment plan, and facilitate needed interventions. Provided family education and evaluate effectiveness to decrease out of home placement. Developed and assessed client system goals and discussed goals with teams. Planned discharge from care facility to home or other care facility.

Identified environmental impediments to patient progress through interviews and review of patient records. Referred patient, client, or family to community resources.

Wayne County Mental Health (September 1997-May 1999)

Substance Abuse Prevention Education Specialist

Provided Intensive In-home counseling and case management. Collaborated with clients to foster the development of new improved coping, problem-solving, and communication skills using Cognitive Behavior Therapy, Motivational Interviewing and TF-CBT. Develop individualized service plans and monitor progress. Responded and arranged responses to calls on “family crisis” on a 24-hour, seven day a week basis.

Blue Cross Blue Shield (April 1992-June 1996)

Customer Service Counselor

Utilized problem solving skills to answer customer inquiries via inbound calls and sold policies. Educated key stakeholders about claims and benefits information while exceeding a 95%.

University of North Carolina Hospitals (March 1990-April 1992)

Scheduling Coordinator

Scheduled all medical elected and surgical procedures for patients admitted into UNC Hospitals. Coordinated all bed placements, transfers and acclimated all new staff to department procedures.

Blue Cross Blue Shield (December 1987-March 1990)

Medical Review Analyst

Identified, analyzed, and determined medical necessities. Determined benefit eligibility for individual consideration. Assessed pre-existing conditions. Provided reimbursement allowances for complex medical claims using varied clinical expertise.

Blue Cross Blue Shield (June 1986-December 1987)

Claims Processor

Examined claims to identify key elements and processing requirements based on diagnosis, provider, pay key, medical policy, contracts, policies, and procedures. Efficiently and accurately processed product or system specific claims to ensure timely payments were generated. Calculated deductibles and maximums, as well as researched and resolved system pends.

Residential Services (May 1985-June 1986)

Habilitation Supervisor

Created, reviewed, and updated person-centered plans and coordinated treatment team meetings within the rehabilitation center. Monitored to ensure safety of staff and patients daily.

SPECIAL TRAINING: Adult and Pediatric First-Aid and CPR, Non-Violent Crisis Intervention (NCI) Certified, Medication Administration and Medical Terminology. Addiction Professionals of North Carolina North Carolina School of Alcohol and Drug Studies Voices of Prevention: The Century for Youth Prevention for the 90’s Next Step for Youth Bayley Scales of Infant Mental Development H.O.M.E. (Home Observation for Measurement of the Environment) KFAST Reading Subtest Heart Rate (ECG) Recording Saliva Collection (Class II Biohazard) Assayed for Presence of Hormone Cortisol) Adult-Adult Interaction Procedure Caregiver- Child Free Play Procedure Caregiver- Child Picture Book Task Assessment of Middle Ear Effusion Emotion-Eliciting Challenge Task (Reach, Mask, Barrier, Arm Restraint) GPS (Group Preparation and Selection of Foster and/or Adoptive Families) Therapeutic Foster Care Training and Placement MAPP (Model Approach to Partnership in Parenting) Human Participation Protections Education for Research Teams

REFERENCES

Vickie Dixon-Hyman, Rehab Supervisor, Sothern Rehab Network

2402-8 B Bradford Drive

Wilson, NC 27896

252-***-****

Brenda Ward-Social Worker, Wayne County Schools

707 Pineview Avenue

Goldsboro, NC 27530

919-***-****

Dr. Lashaundon Perkins-School Support Specialist, State of North Carolina

201 S. Hilcrest Drive

Goldsboro, NC 27534