CAROL M RUSSELL, MA, RADC, MARS****

Bolivar • MO 65613

Cell:417-***-****

ad37jm@r.postjobfree.com

Qualifications:

Acknowledge professional equipped 15 years of work experience, with 6 years of management experience, including a low-level position. Also, within the criminal justice system; background knowledge including social work, experience in substance abuse counseling, families, and children with seven plus successful years of volunteer work with Equine Therapy and Teen Court. Demonstrated leadership, investigative, interpersonal, organizational, and negotiation skills.

Professional Strengths, SKILLS, and Abilities

Maintained cooperative working relationship with customer, referral source, and other professional records and documents support related activities and services.

Coordinated individualized services; maintained appropriate documentation and records.

Evaluated needs, monitored, and reported on-going progress of customer data.

Maintained an awareness of community resources, and educational opportunities.

Promoted customer motivation and participation in treatment planning, progress review and program completion.

Assist with merchandising and general marketing content development.

Academic Credentials

Bachelor of Science Drury University: Springfield, MO

Psychology/Sociology with a Minor in Criminal Justice

Master of Arts in Counseling Webster University, St. Louis, MO

(Emphasis in Professional Mental Health Counseling; Marriage, Family and Child Counseling; Substance Abuse Counseling)

Continued Educations and Certifications

RADC: Registered Alcohol Drug Counselor #3618

SATOP: Registered Qualified Professional #5366

MARS: Medical Awareness Recovery Specialist #12514

Career Synopsis:

TTEC

USSA Banking online temporary position

Bolivar, Mo 11/2022 to 10/2023

Communication with the members’ needs and expectations to the appropriate departments.

Assessed nature of questions and resolves in a timely manner.

Assist members with accounts and help perform maintenance for these members validating accuracy of account data.

Assures system security by verifying members’ information prior to performing any modifications.

Customer Service Remote Online Temporary Position

SITEL: QBS – Bolivar, Mo 9/2022 to 11/2022

Assisted customers via multiple support channels, including phone, chat and/or email, to resolve customer issues, provided customer training, problem identified and resolve, issues escalation, and followed up.

Skillfully changed from one task to another without loss of efficiency or composure

CC 3 Advocate Online Temporary position

Oak Street Health LLC– Bolivar, Mo 5/2022 to 09/2022

Centrally receive inbound calls from multiple clinics and make outbound calls on behalf of clinics.

Update patient information and manage information in our electronic medical records system.

Schedule appointments for patients with their Oak Street provider

Manage patient referrals by obtaining authorizations and faxing requested information to specialists.

Perform service recovery, address patient concerns, and de-escalate callers, when needed.

Work closely with care team members to provide the highest level of customer service and function as an extension of the clinics.

Customer Service Remote Online Temporary Position

SITEL: Global BCP @Home System Turbo Tax - Bolivar, MO 3/2022 to 5/2022

Assisted customers via multiple support channels, including phone, chat and/or email, to resolve issues escalation, and followed up.

Skillfully changed from one task to another without loss of efficiency or composure.

SR. RECEPTION TECH/GROUP LEAD

CSL PLASMA- SPRINGFIELD, MO 5/2009 to 12/2014

Trained and instructed the reception staff in facilitating efficient donor flow through the center.

Educated new donors on the use of therapeutic products made from donated plasma.

Explain the screening process, health screening tests performed, policies, proper nutrition, and all information to the donor.

Conduct the daily calibrations of equipment in reception area in timely manner.

Maintained clean efficient work environment, and ensured sufficient operating supplies and forms are available as needed.

Substance Abuse Traffic Offender Program/ Victim Impact Program 1/2020 to 8/2020

CORRECTION SERVICES-SPRINGFIELD, MO 2007 to 2009

SATOP / ICVC

Developed a creative service department: for the “Victims Impacted Program.”

for: 5 Counties in the State of Missouri for Probation/Parole.

Designed and managed the program to help prevent substance abuse among the clients; educationally to become part of society with the second change rule.

Maintained the $66,000 department program budget.

Screened, evaluated, and billed for reimbursement provided on client served for restore driving privileges.

Educated client, in individual and in-group sessions to assist in overcoming dependencies, adjusting to life, and making changes.

Substance Abuse Traffic Offender Program (SATOP) is a program designed. to educate and treat clients with alcohol and other dependency issues.

Address recurrent, problematic use of alcohol or drugs. It is a combination of group and individual counseling.

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