Customer Service Mental Health
Resume:
Lynette Mason
Pine Bluff, AR *****
***************@*****.***
Strong customer service and interpersonal skills
Expert in Microsoft Office, Publisher, Powerpoint, and Excel Ability to work independently and follow scheduled plans Outstanding communication skills verbal\written
Experience working with individuals with disabilities,seniors, mental health, and limiting condition Ability to solve practical problems
Attention to detail
Excellent organizational skills
Strong knowledge and experience with tenant/ landlord laws and regulations required by HUD Excellent knowledge and experience with section 8 and recertification paperwork Ability to work within the community independently Ability to practice sound judgment to clients, staff, and community resources partners Ability to contribute to the success of a project or the organization Authorized to work in the US for any employer
Work Experience
Administrative Coordinator
Impact - West Allis, WI
May 2023 to December 2023
• Read and understand work-related documents.
• Collaborated with other Community Resource Organizations for resource fairs
• Learned and use enterprise applications such as SharePoint
• Proficiency using the advanced functions of word processing, spreadsheet, and database software.
• Skilled in drafting and proofreading written documents using appropriate English language writing conventions, including spelling, grammar, and punctuation.
• Effectively utilized videoconferencing and meeting software, such as Microsoft Teams.
• Effectively utilized office equipment, including telephones and copiers.
• Knowledge of administrative support methods, systems, and terminology.
• Knowledge of customer service principles and the ability to respond to inquiries with tact, diplomacy, and discretion.
• Written communication skills to be able to compose clear and error-free correspondence and reports.
• Oral communication skills to clearly convey information to staff and visitors alike
• Conducted eligibility interview of participants to determine tenant eligibility Calculated/Computed tenant rent/ rent owed/security deposit if approved for funding. Reserved conference rooms for meetings for all departments Approved check requests before sent to accounting Obtained landlord/owner information W9 form that is stored into accounting system Created monthly accounting spreadsheet to track all payments and checks
• Exhibited professionalism, confidence, trustworthiness, and dependability.
• Planned and prioritize assignments and produce accurate work by established deadlines.
• Coped with frequent interruptions, changing priorities, and stressful situations.
• Used independent judgment to perform essential tasks under general direction.
• Maintained the highest degree of confidentiality regarding all work-related matters.
• Organized and maintain manual and digital files, records, and schedules. Housing Specialist/Case Manager
COMMUNITY ADVOCATES - Milwaukee, WI
February 2021 to June 2023
• Assessed housing needs for clients that are displaced
• Answered tenant/landlord calls as needed
• Worked with landlords to relocate individuals
• Investigated whether a tenant is eligible for Emergency Assistance (and/or other rent programs)
• Maintained case files with sensitive information relating to clients
• Complied with city required reports
• Provided Advocacy services to individuals who are encountering housing related problems
• Ability to work independently conducting home visits and other outreach services
• Ability to work within the community to provide linkages with clients and needed resources
• small claims cases
Certification Specialist
Housing Authority of the City of Milwaukee - Milwaukee, WI May 2022 to May 2023
Assisted the Program Manager to oversee day to day operations while creating a team environment with open communication culture Prioritize and assigning work, ensuring annual recertifications and interims are complete by deadline Application intake and waiting list mmmanagement
Conducted eligibility interview of participants to determine tenant eligibility Calculated/Computed tenant rent/income accurately
Prepared all materials necessary to Maintained a timely recertification schedule Maintained all records/files required to ensure the accurate processing of cases Adjusted tenant files as needed to
assured that all documentation has been verified utilizing the State Wage and Information Collection Agency (SWICA) and the Enterprise Income Verification (EIV) system Communicated regularly with clients, and the public in person, email and by phone Collected updated, and edited tenants’ information for submission to Public Housing Information Center
(PIC)
Prepared written correspondence relating to client terminations Performed standard support tasks, including: collecting and updating tenant information; receiving mail; and performing related tasks
Participated in the orientation of tenants/applicants in briefing sessions on procedures Executed leases and contracts by obtaining proper signatures for contracts or leases; monitoring contracts and leases to ensure compliance with laws and regulations Provided assistance to applicants, staff, and others, including; explaining program eligibility requirements to tenants and property owners
Assisted individuals in resolving leases and contract issues Assisted property owners in interpreting rental contracts; and/or providing information related to program rules and regulations
Prepared payments utilizing computer spreadsheets and specialized housing industry software for payment submission to accounting
Interpreted rental/monitored contract and leases for compliance with laws, rules, and regulations Utilized communication and interpersonal skills to interaction with coworkers, supervisor, and others Utility Associate
COMMUNITY ADVOCATES - Milwaukee, WI
September 2017 to May 2021
Screening applicants by phone, mail or face-to-face; taking high volume interactive energy applications for the WHEAP program; providing energy applicants, the general public, and community agencies information on available community resources, programs and services. Provide excellent customer service externally and internal Effectively interact by phone, face-to-face or by mail to determine program eligibility. Enter data into Home Energy+ system timely and accurately Schedule appointments using Milwaukee Heat and provide program information to applicants Provide quick pro-active response to prevent disconnections, adhering to written crisis policy Effective communication skills both written and verbal Perform community outreach activities and provide mobile intake services to community agencies, senior centers, housing/neighborhood centers
Conduct home visits as necessary to home bound seniors or individuals with disabilities Provide advocacy services to low income families
Make referrals to internal programs and external partners: Weatherization, 211, W-2 Agencies and other community resources.
Provide support to the Utility Department in different aspects’ of the Home Energy+ Program Prepare daily activity reports in a timely manner
Attend training's and meetings
Para Professional
Milwaukee Public School Systems - Milwaukee, WI
August 2020 to February 2021
• Assist in developing lesson plans based on state requirements and the specific needs of each child
• Collaborate with teachers to monitor the development of each child
• Understand the teacher's routine when it comes to delivering a lesson plan and running the class in the event that the teacher is absent on a particular day
• Work with children in the classroom to promote their learning and development
• Communicate with parents and keep them informed about their child's development and any changes to the regular day-to-day schedule
Behavioral Health Administrative Assistant up
Ascension - Milwaukee, WI
February 2020 to August 2020
Create and process billing, invoices, check requests, and receipts for accounts payable; obtain appropriate authorizations
Calendar and Scheduling Responsibilities
Create and process billing, invoices, and accounts receivable for Behavior Health department Conduct clerical and administrative support functions accurately and completely as assigned The ability to write/type accurately, and effectively communicate information and ideas Ability to operate a computer and efficiently use a variety of computer software Verbal and hearing ability are required to interact with patients and employees. correspondence; create and organize files, reports and records
Ability to follow instructions, require minimal supervision, and accept constructive criticism Ability to maintain confidentiality
Computer proficiency, including Microsoft? Word, Outlook, Excel, and PowerPoint, and EPIC Residential House Manager
Team Discovery Residential Living Facilitates - Milwaukee, WI February 2017 to July 2017
Participated in the development of services and day to day operations Responsible for direct support, caregiving, assisting with personal cares, administrative duties and management of staff
Oversaw a program of 6 clients
Attended monthly meeting with case manager & family to discuss goals/care plans Scheduled, planned, attended doctors appointments and outings Life Enrichment Coordinator/Activity Director
Tender Reflections of Germantown - Germantown, WI
January 2017 to April 2017
Observed individual resident participation and responses during the activities Notified nursing of resident behaviors which may indicate medical problem Conducted group and individual activities for residents Recorded keeping of goals meet in activities
Coordinated and manage entertainment
Assisted with personal cares
In charge of office clerical duties
Transported /directed residents and visors to safe if there is severe weather conditions Caregiver
Attenta Care Living Solutions - Glendale, WI
July 2016 to January 2017
Assisted with personal cares
Prepared meals
Medication administration
Set and attended appointments
Cleaned living areas, restroom
Monthly Grocery shopping
Washed laundry weekly
M.A.R.S charting
Monitored daily activities
Attended monthly meeting with case manager & family to discuss goals Activities Assistant Director
VMP Trinity Methodist Manor - Milwaukee, WI
April 2012 to January 2016
Observed individual resident participation and responses during the activities Notified nursing of resident behaviors which may indicate medical problem Assisted the Activity Director in group and individual activities for residents Tracked and recorded goals meet in activities
Coordinated and manage entertainment
Assisted with personal cares
In charge of office clerical duties
Program Specialist
Curative Care Network - Milwaukee, WI
August 2011 to April 2013
Responsibilities
Facilitated groups
Prepared lunches for participants
Assisted with personal cares
Planned and attended outings
Clean building, restrooms, and eating area at end of shift Meet with individual and family to discuss goals or behavior Lead Teacher
All About Learning Preschool and Child Care - West Allis, WI September 2008 to February 2010
Helped to promoted child potential development in the areas of social, emotional, cognitive, intellectual, motor,
language, and self-help skills
Planned and managed the classroom schedule to ensure a balance of active experience Wrote lesson plans to include themes, materials and overall goals and experiences Over saw parent teachers conferences for classroom Community Resource Specialist
3rd District Community Justice Center - Milwaukee, WI June 2002 to 2004
Switchboard operator
Data Entry Inventory/ Invoices
Assisted clients with eligibility forms
Made referrals to other government programs I
In charge of office /clerical duties
Education
Bachelor's in Human Service's Management
Cardinal Stritch University - Milwaukee, WI
August 2012 to August 2015
Associates in Business in Business
Bryant & Stratton College - Milwaukee - Milwaukee, WI June 2008 to May 2010
Skills
• Word Processing
• Data Entry
• Customer Service
• Assisted Living
• Office Experience
• Phone Etiquette
• Supervising Experience
• Excel
• Microsoft Word
• Microsoft Powerpoint
• Microsoft Office
• Front Desk
• Typing
• Microsoft Access
• Senior Care
• Administrative Experience
• QuickBooks
• Accounts Payable
• Developmental Disabilities Experience
• Microsoft Publisher
• Multi-line Phone Systems
• Epic
• Microsoft Excel
• Case management
• English
• Caregiving
• Meal Preparation
• Medical Scheduling
• Accounts Receivable
• Home care
• Leadership
• Microsoft Outlook
• Computer networking
• Customer support
• Continuous improvement
• Google Docs
• Managed care
• Windows
• Insurance verification
• Office manager experience
• Fair Housing regulations
• Conflict management
• Communication skills
• Interviewing
• Events management
• Employment & labor law
• Adobe InDesign
• Adobe Acrobat
• Adobe Photoshop
• Adobe Photoshop
• Adobe Acrobat
• Time management
• Adobe InDesign
• Presentation skills
• Data collection
• Social media management
• Clerical experience
• Computer skills
• Management
• Nonprofit management
• Bookkeeping
• Data collection
• Office management
• Documentation review
• Customer service
• Records management
• Document management systems
• Document management
• Kronos
• Microsoft Publisher
• Preschool experience
• Childcare
• Care plans
• LIHTC
• Typing
• HIPAA
• Microsoft Excel
• Microsoft Office
• Windows
• QuickBooks
• Outpatient
• Epic
• Office experience
• Microsoft Outlook
• Google Suite
• School experience
• Mentoring
• Customer relationship management
• Medical administrative support
• Database management
• Manufacturing
• Budgeting
• Medical terminology
• Anatomy knowledge
• Filing
• Software troubleshooting
• Recruiting
• Workforce development
• Nutrition
• Medical office experience
• Patient care
• Restaurant experience
• Kitchen experience
• Menu planning
• Sanitation
• Cash handling
• Cooking
• SharePoint
• Administrative experience
• Data entry
• Customer support
• Property management
• Analysis skills
• Sales
• Hospital experience
• Teaching
Assessments
Office manager — Completed
December 2020
Scheduling and budgeting
Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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