Call Center Mental Health
Resume:
Woodrow O. Lucas
Antioch, TN 37013
Ph: 615-***-****
ad5ndr@r.postjobfree.com
EDUCATION
****-**** **********, **** ******** SCHOOL OF MANAGEMENT, Nashville, TN
PhD Management Student
●Researched various topics on Organizational Studies (1 Publication, 1 Award Winning Essay)
●Engaged in Learning Regimen which included Social Science Theory and Advanced Statistics
2004-2007 VANDERBILT, OWEN GRADUATE SCHOOL OF MANAGEMENT, Nashville TN
VANDERBILT, THE DIVINITY SCHOOL
Master of Theological Studies, Pastoral Care, GPA 3.8
Master of Business Administration GPA 3.5
Umphrey Lee Dean’s Award – Divinity School
●Constructed Curriculum and Degree Requirements for joint MBA-MTS and MBA-MDIV programs.
●Assistant Teacher for Basic Microeconomics at the MBA Level
●Cal Turner Moral Leadership Fellow
●Recipient of Provost Merit Fellowship
1994-1997 Northwestern University, Evanston, IL
Bachelor of Arts, 1997
●Graduated with Honors in Mathematical Methods in the Social Sciences and Political Science.
●Selected by panel of Deans as one of “13 Outstanding Seniors”
SKILLS
Leadership. Expert Consultant and Public Speaker. Health Coach to Individuals living with severe and persistent mental illness. Expert level proficiency in ms-access, ms-excel, ms-word, powerpoint, forecast pro, and SPSS. Proficient in R, SQL, SAS, and STATA. Bestselling author of fiction and non-fiction.
WORK EXPERIENCE
Brain Injury Association of Tennessee 2016-2019
Executive Director
●Responsible for all day to day operations at the Brain Injury Association of Tennessee.
●Responsible for supervising BIAT’s resident Service Coordinator Angela Pearson who connects select brain injury survivors with services and resources.
●Responsible for managing a $150,000 annual budget.
●Conducted a training on Successful Communication for the 21st Century for Service Coordinators across the state of Tennessee.
●Responsible for the Creation of a Mobile App, Brain Base, that assists TBI survivors, family members, and health professionals.
●Responsible for overseeing a writing project and subsequent book entitled “Expressions of Triumph” which showcases the original writings of TBI survivors. Expressions of Triumph is available on Amazon.com.
● Responsible for creating a mental health curriculum which was presented across the state of Tennessee which helped TBI survivors and family members deal with the mental health consequences of TBI.
●Lectured at Vanderbilt and Tennessee State University on mental health recovery and brain injury recovery.
Healthways, Nashville, TN 2014-2016
Senior Workforce Planning Analyst
●Utilized Dynamic Regression Methodology to statistically model future call volumes for select Healthways call centers.
●Researched data driven sources for Call Center Call Volumes to delineate past volumes, communications with client, client characteristics, and call center behavior as the major predictors of call volume.
●Developed a reporting infrastructure which enabled Call Center Directors to appropriately staff for upcoming call center volumes on a daily, weekly, and monthly basis.
Woodrow O. Lucas
727 Bell Rd. Apt. 1505
Antioch, TN 37013
Ph: 615-***-****
ad5ndr@r.postjobfree.com
●Developed a reporting infrastructure which measured the accuracy of call center predictions at the hourly, daily, weekly, and monthly level.
Alpha Maxx Healthcare, Memphis, TN 2011-2014
Consultant
●Developed financial reports which substantiated 2010 performance impact, consequently securing yearly revenue of over $6,000,000.
●Utilized SQL Based Reporting Tool (LOGIXML) to create advanced interactive reports, real time dashboard disclosure, and base views for advanced statistical analysis.
●Utilized SPSS to conduct statistical analysis of full term and premature pregnancies consequently determining what mother characteristics were most associated with premature birth.
Park Center, Nashville, TN 2008 Summer
Housing Specialist Intern
●Trained Mental Health Consumers in housing procurement strategies and successfully trained over 15 Park Center members in MS-Office Suite resulting in the creation of a 1000 record contact Park Center Database.
●Created and maintained community affiliations between Creative Homes Initiative, Park Center, and Local Community Leaders.
Vanderbilt University, Nashville, TN 2008 Spring
CSR (Corporate Social Responsibility) Instructor
●Taught Corporate Social Responsibility (The science of how to successfully run for-profit initiatives in a way which enhances rather than injures the community writ-large) to Vanderbilt undergraduates and received an average instructor rating of 4 out of 5 from students.
Vanderbilt Children’s Hospital, Nashville, TN 2006 Spring
Consulting Intern
●Worked with hospital stakeholders to investigate potential patient abuse and neglect.
●Created training module for legal advocacy protocol for hospital patients and made recommendations to Hospital Managers and Clinicians.
Dollar General, Nashville, TN 2005 Spring
Database Development and Management Intern
●Built databases for Dollar General logistics department using ms-access and ms-excel.
Omnium Worldwide, Omaha, NE 2003-2005
Senior Operations Analyst
●Utilized Brio SQL Interface Software to develop a debt scoring and segmentation methodology which increased collections per collector by over 15%.
●Utilized SQL to query Omnium Mainframe for ad-hoc report creation and analysis.
University of Nebraska Medical Center 2001-2003
Health Data Analyst, Omaha, NE
●Procured, Managed, and Analyzed data for over 5 major research and evaluation projects resulting in the publication of 2 health data books and 1 formal research publication.
Friendship Baptist, Evanston, IL 1997-2001
Minister
●Director of Christian Education
●Official Liaison for Joint Ventures with the Chicago Urban League, Head of Evangelism. Head and Creator of Math Tutoring Program, Head of Senior Outreach Initiative, Head of Homeless Outreach and Food Pantry.
VOLUNTEER WORK
●Member of Amerigroup’s National Advisory Board on Disability wherein made several presentations to other advisory board members and to over 500 national medical directors.
Woodrow O. Lucas
727 Bell Rd. Apt. 1505
Antioch, TN 37013
Ph: 615-***-****
ad5ndr@r.postjobfree.com
●Volunteer researcher for the Northwestern Institute for Policy Research in the Chicago Public Schools.
●Worked with the National Alliance on Mental Illness to make presentations throughout Tennessee on the procurement of services for individuals living with severe and persistent mental illness, the reduction of stigma surrounding mental illness, and mental health recovery.
●Served on the Board of the Middle Tennessee Mental Health and Substance Abuse Coalition.
●Served on the Board of Janus Justice.
HONORS AND AWARDS
●Recipient of the NBMBAA, National Black MBA Association, Trailblazer Award
●Recipient of the Jo Andrews, Mayor’s Award for Community Service
●Honorably Discharged from the U.S. Navy in 1993 and Recipient of the National Defense Service Medal.
PUBLICATIONS
●“Gifts Loans and Poverty” Bart Victor, Woodrow Lucas. International Perspectives on Social Entrepreneurship Research.
●"A Method for Identifying Places in Rural America at Risk of Not Being Able to Support Adequate Health Services." Authors: Julie A. Stoner, Michael Shambaugh-Miller, Keith J. Mueller, Woodrow Lucas, and Louis G. Pol. Journal of Rural Health, 19(4):31-41. 2003.
●Birds of Flight. Fictional Novel about mental health recovery
●Expressions of Triumph. Non-fiction compilation about TBI recovery.
REFERENCES
●Alice Hunt, President of Chicago Theological Seminary. ad5ndr@r.postjobfree.com 773-***-****
●Mayur Patel, Chairman of the Brain Injury Association of Tennessee Board of Directors, Mayur Patel ad5ndr@r.postjobfree.com, 919-***-****.
●Parker Woodard, Senior Manager of Ops and Analytics Healthways. ad5ndr@r.postjobfree.com 615-***-****
●Chuck Green, CEO Alpha Maxx Healthcare. ad5ndr@r.postjobfree.com 901-***-****.
●Barbara Quinn, CEO Park Center ad5ndr@r.postjobfree.com 615-***-****
.
Contact this candidate