Case Management Project

CHERYL FRANCILIEN

*** ******* ****, ********, *******, 21009, US • 443-***-**** • ad3dfj@r.postjobfree.com During 25 year tenure with New York City and the State of Maryland Family Services my expertise in the following areas: Human Resource with an emphasis on staff/customer relationships, development and training Family retention with a focus on the youth

Project Management

Case management

Focused Groups

Team building and leadership

Advanced knowledge of Family Investment Progams: Medical Assistance, Food Stamps, TCA, Medicare/Medicad Customer/Client relationships

;,

Training

Colboration

Peoject Management

Flexible schedule and availability

Behavioral Management

Case management

Business Management - Bachelor of Science - 2026

Capella University - Atlanta, GA

caregiver - September, 2021 to Present

private Duty - elkton, MD

Was in charge of daily activities and offered assistance when necessary. Built rapport in order to create a safe and trusting environment in which to provide care. Assisted clients with daily living needs such as bathing and personal grooming to maintain self-esteem and general wellness. Kept the patient area clean, safe, and well-organized. Assist with medication self-administration as needed. Kept track of progress and documented any changes in the patient's health status, keeping the healthcare team informed. Plan activities such as games, crafts, reading, and exercise. Professional Summary

Skills

Education

Work History

Training Supervisor - November, 1992 to September, 2020 Maryland Department of Human Services - Baltimore, MD Used Instructional Training Workshops to improve working conditions for all employees and to create a work environment that fostered high employee morale and engagement.

Created a new employee evaluation process that resulted in significant performance improvements. This evaluation is currently used today for over 7,000 employees

Used proactive communication to resolve employment-related conflicts. Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties. Managed and updated a database containing important information such as [employee passwords, Client demographics, and [agency codes using CARES data base. Assisted in the design and delivery of the daabase to over 7,000 staff. Identified skill gaps for employees in the [Family Investment Administration and created training courses to fill those gaps. Organized and led a [6 week staff orientation and training to promote collaboration. Dealt with issues like understaffing, conflicts, employee terminations, and disciplinary procedures. Assessed the effectiveness of training programs and made recommendations to upper management for improvements. Solved Family Retention, Team, Leadership, Customer Satisfaction issues, through Employee Enrichment training and family workshops. Oversaw a comprehensive Onboard, enrichment and policy training for a group of 30-60 employees at a time and 10-20 adolesents, individual families.

Project Management Coordinator - May, 2002 to January, 2020 State of maryland department of human resources - Baltimore, MD Oversaw and motivated project teams in order to foster collaboration and keep everyone on track and productive. Oversaw the delivery of PEP Evaluation project by leading a focused team, which resulted in the evaluation process used by the agency. Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties. Produced [focused group results and recommendation reports, keeping customers and senior leaders up to date on progress and roadblocks each weekly/monthly.

Made changes to project plans to account for changing goals, staffing changes, and operational requirements. Collaborated with internal customers to determine their needs and deliver exceptional internal and external customer service. Looked into project issues and either fixed them or escalated them. Projects:

Baltimore City Tuition Assistance Program

CARES Progect

Paridiamshift Project

Baltimore Family And Children Services

B2B Sales Representative - December, 2017 to March, 2020 Bjs Wholesale Club Gas - Westborough, MA

Outperformed my sales targets and increased client retention by 90%. Closed over $2,000 in sales, which included preparing contracts and processing order forms each week. Increased brand awareness, implemented promotional campaigns, and used sales tactics for BJS Business Memberships. Exceeded sales goals by 75% to increase revenue and facilitate the sale of B2B memberships. Kept track of weekly sales in order to compile reports for senior management and streamline operational processes. Met weekly sales goals by promoting B2B Mwmberships and enrolling clients by explaining programs and services to interested individuals. Oversaw all aspects of the sales plan, including initial contact, engaging and educating resulting in sales. Schedule appointments with potential and current customers to promote new products and services. On-site product demonstrations were conducted to highlight features, answer customer questions, and redirect customer concerns toward positive aspects.

Networked at events and over the phone to increase business profits and revenues. Used BJS's softwear to keep track of important account and sales information in the company database. Cold-called leads and closed 17-25 sales over the course of a week. Lead, designed, facilitated the redesign of the evaluation process for Family Investment Program for the State of Maryland, making it more objective and accountable by creating relevant standards and measures to job description and redesigning the entire process. This model is currently used today

Lead teams and focused groups during a change organization of the entire agency over 7,000 staff and stake holders during the change process were directed and trained by me as I assisted the State in the change process. Sucessfully assisted in transistiong over 7,000 employees sucessfully into the organizations change culture

Lead focus groups that developed a change in Agency culture, by surveying bottom up and creating necwssary and real changes productive to the culture of the organization's misson

Sucessfully helped families through developing leadership and family retention skills thru grass roots and workshops. Accomplishments

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