Tonya R. Martin

ad4em6@r.postjobfree.com 330-***-****

Citizenship: United States of America Veterans Preference: None Federal Employee: No SUMMARY OF EXPERIENCE:

Dynamic, motivated and results driven in excellent Customer Service RELEVANT PROFESSIONAL EXPERIENCE:

Customer Service Representative

Spectrum /Charlotte, NC (2020- Present)

• Received and 85% customer satisfaction rate, part of the higher customer service percentile

• Trained new employees on Spectrum systems, phone call protocol, and customer interaction logs

• Responds to over 100 calls

Assist customer with questions regarding billing information give customers information about Taking orders and processing returns

Case Manager

Coleman Behavioral Health /Canton, OH (2006- 2019)

• Develop and implement Individualized Service Plans (ISP)

• Engaged clients in identifying barriers to independent functioning

• Collaborate services with medical and psychiatric providers to increase overall efficacy of treatment

• Facilitate referrals to Bureau of Vocational Services (BVR)

• Utilizes team collaboration to facilitate recovery processes

• Utilizes crisis intervention techniques

• Admits new clients by reviewing records and applications; conducting orientations.

• Determines clients' requirements by completing intake interviews; determining need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewing therapist evaluations, treatment objectives, and plans.

• Establishes treatment programs by setting schedules and routines; coordinating services being provided; arranging resources, including transportation and escort.

• Monitors cases by verifying clients' attendance; observing and evaluating treatments and responses; advocating for needed services and entitlements; obtaining additional resources; intervening in crises; providing personal support.

• Maintains clients' records by reviewing case notes; logging events and progress.

• Communicates clients' progress by conducting weekly interdisciplinary meetings and evaluations; disseminating results and obstacles to therapeutic team and family; identifying treatment influences.

• Prepares clients' discharge by reviewing and amplifying discharge plans; coordinating discharge and post-discharge requirements; orienting and training family members; providing resources.

• Improves staff competence by providing educational resources; balancing work requirements with learning opportunities; evaluating the application of learning to changes in treatment results.

• Improves treatment results by studying, evaluating, and re-designing processes; implementing changes; rewriting policies and procedures.

• Improves financial status by analyzing results; monitoring variances; identifying trends; recommending actions to management.

• Meets budget by monitoring expenses; implementing cost-saving actions.

• Prepares reports by collecting, analyzing, and summarizing treatment and results data and trends; compiling statistics; completing grant and subsidy applications.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Behavior Activities Coach

Stark County Board of Education/ Canton, OH (2000- 2006)

• Counseled students whose behavior, school progress, mental and physical handicap indicated need

• for assistance

• Consulted with parents, teachers and other school personnel to determine causes and remedies for

• students

• Recommended change of class or special tutoring to assist student

• Participated in on-going evaluation and refinement of behavioral and treatment programs and policies.

• Acknowledged the behavior of students, both positive and negative, using the data sheets and behavior system to record and acknowledge data.

• Ensured student comprehension of behavior/treatment systems.

• Acknowledges negative behavior using the following skills: redirection, cueing, processing, time-out, and restoration.

• Adheres to safe, clean practices for the purpose of performing the duties of the position.

• Assesses present developmental levels in critical domain areas for the purpose of implementing behavior intervention plans.

• Processed student incidents according to behavioral goals and established protocols.

• Collaborated with the Student Interventionists, agencies, families, schools and others as needed for the purpose of implementing the behavior intervention plan as a team.

• Conferred/Interacted with program specialists for the purpose of completing appropriate assessments, documentation, and activities related to behavior intervention plans.

• Maintained appropriate records for the purpose of preserving the progress of the behavior interventions.

• Provided assistance in the development of a comprehensive behavior management program that includes effectively dealing with student misbehavior such as violence and/or aggression. License Administrator

Bureau of Motor Vehicles/ Canton, OH (1997-2000)

• Able to communicate professionally in oral or written form

• Responded to all phone calls and emails within 24 hours.

• Established and maintained application files including paper file and electronic data-entry.

• Located exam files and request duplicates if needed.

• Maintained a log of all applicant communications and processing activities.

• Evaluated applications and supporting documents to determine qualification using procedure and file checklists.

• Maintained contact with applicants that have deficiencies, following up every 30 days with notice letter

• Closed files after 90 day notice has lapsed.

• Prepared files for supervisor’s review after evaluation was complete.

• Prepared summary sheets and question files for Board submission.

• Sent appropriate files to the Board as needed.

• Discussed with supervisor any changes to rules, policies, or procedures by Board.

• Performed miscellaneous job-related duties as assigned

• Worked well independently and well organized.

• Maintained productivity levels.

Legal Secretary

Duncan, Weinberg, Miller & Pembroke Law Firm (1986-1991)

• Evaluated data and kept accurate case notes

• Familiarized with formatting wills, scheduling appointments and preparation of cases

• Ensured operation of equipment by completing preventive maintenance requirements; calling for repairs.

• Produced information by transcribing, formatting, inputting, editing, retrieving, copying, and transmitting text, data, and graphics; coordinating case preparation.

• Enhanced department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Conserved attorneys time by reading, researching, reviewing, verifying, and routing correspondence, reports and legal documents; drafting letters and documents; collecting and analyzing information; initiating telecommunications; organizing client conferences, and attorney meetings; scheduling couriers, court reporters, expert witnesses, and other special functions; coordinating preparation of charts, graphs, and other courtroom visuals; preparing expense reports.

• Maintained attorney calendar by planning and scheduling conferences, teleconferences, dispositions, and travel; recording and monitoring court appearance dates, pleadings, and filing requirements; monitoring evidence-gathering; anticipating changes in litigation or transaction preparation requirements.

• Represented attorney by communicating and obtaining information; following-up on delegated assignments; knowing when to act and when to refer matters to attorney.

• Generated revenues by documenting and inputting attorney billable time and reimbursable expenses; preparing invoices; tracking payments.

• Maintained client confidence by keeping client/attorney information confidential.

• Provides historical reference by developing and utilizing filing and retrieval systems; recording meeting discussions; maintaining transcripts; documenting and maintaining evidence.

• Maintained office supplies by checking stocks; placing and expediting orders; evaluating new products.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. EDUCATION:

• Phlebotomy Tech

Larock HealthCare Academy, 2015

• Associates of Science in Business Administration Cleveland State University, 1986

TRAINING:

• CPS Clients Rights/Abuse Neglect

• Behavioral Confidentiality and Privacy for the Behavioral Healthcare Providers

• Potentially Aggressive Clients

• Abuse and Neglect of Elders

• Drug Free Workplace v.3

TECHNICAL PROFICIENCIES:

• Microsoft Office (Word, Excel, PowerPoint, Outlook, Publisher)

• Individualized Service Plans (ISP)

• Bureau of Vocational Services Systems (BVR)

• Electronic Health Records System (EHR)

• SharePoint

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