Customer Service Case Manager
Resume:
Donna Thompson
Norwood, MA *****
***************@*****.***
Highly motivated customer service professional with experience working in. Seeking opportunities to continue gaining experience and expertise in customer service or with computer technology with a reputable company.
· Strong communication and relationship-building skills, ensuring that customers experience a professional and value-added relationship.
· Excellent problem solving, interpersonal communication, time management, and organizational skills.
· Conscientious in following through on commitments and deadlines.
· Outgoing, energetic, and self-confident while equally professional in appearance and presentation.
· Expertise with technology, including Microsoft Office, computer networking, billing, and inventory management.
Willing to relocate to: Remote - Boston, MA
Work Experience
Case Manager
Pine Street Inn-Boston, MA
September 2022 to July 2023
Congregate Housing provides comprehensive, intensive case management support to homeless and chronically homeless individuals in housing using the Housing First Model promoting long-term stability in housing and the end of homelessness in Boston.
The Congregate Housing Case Manager works as part of an intensive case management team serving tenants who may be experiencing untreated mental illness, active drug and alcohol addiction, and other major health challenges. The Case Manager uses a
Harm Reduction, Trauma Informed approach to working with participants, including the utilization of Stages of Change Theory and Motivational Interviewing techniques. The Case Manager is responsible for a specific caseload of tenants, and also for collaborating with other Congregate Housing staff on program-wide efforts to stabilize and promote the individual growth of all Congregate Housing tenants. Additional case management responsibilities include, but are not limited to: assisting tenants with all required program documentation; assisting tenants with obtaining benefits, health care, educational opportunities, employment opportunities, and legal aid; supporting the development of tenants’ activities of daily living skills and creating individual service plans with tenants, and maintaining all necessary documentation
Engagement Partner
Bay cove Human Services-Boston, MA
June 2020 to November 2020
· Engaged in supportive interventions with persons aimed at teaching daily living skills such as community safety practices, travel-training, shopping, personal care and hygiene and care of personal space.
· Engaged with persons served in a way which incorporated into the program culture the practices and philosophies of evidence-based practices including but not limited to: screening, brief interventions, and referral for treatment, housing or/and medical appointments
· Participated on the engagement team as directed by the ACCS clinical supervisors. As needed or as requested, accompanied persons served to medical, dental, and psychiatric appointments or leisure activities via public transportation. Also disinfected all areas of the program every hour to ensure the safety of all staff and persons served.
· Maintained daily inventory for the program including shopping as well as stocked cabinets, refrigerators as well as all cleaning supplies. Service notes entered daily on all persons served.
· As Human Rights Officer ensured the program policies and procedures were implemented/reiterated as needed ensure the rights of all staff as well as all persons served Residential Counselor
Vinfen Corporation
January 2020 to July 2020
· As ACCS Residential Counselor, I provided direct support to persons with psychiatric conditions in a residential group living environment designed to foster independence.
· Worked together with families and ACCS staff to transform their lives by either building independence skills or increasing each person’s quality of life.
· Answered and greeted all callers and visitors assisting as needed or/and directed them to the appropriate personal.
· Worked alongside the clinical program director to implement treatment plans which were recovery- oriented, culturally competent and strengths based approaches. As well as maintained a safe/healthy environment ensuring the health and safety of all persons served Customer Service Representative
Onbrand24-Beverly, MA
March 2018 to May 2019
· Supported customer service, technical support, and customer sales interactions.
· Interacted with customers across the country to resolve support issues, sell new products and services while ensuring a best-in-class customer experience with confidence while fully as a team player.
· Stayed up to date with all company guidelines and procedures Education
High School Diploma
Crittenton Hastings - Boston, MA
April 1996 to June 1996
Skills
• Customer Service: (10+ years)
• Follow directions and adhere to safety guidelines to provide excellent service. (10+ years)
• Ability to multi-task and follow instructions in fast-paced environments. (5 years)
• Maintain accurate information through meticulous records of customer needs, documents, and relevant information and details.
• Typing
• Customer service
• Clerical experience
• CRM software
• HIPAA
• Windows
• ServiceNow
• Customer relationship management
• Analysis skills
• Office management
• Documentation review
• Cash handling
• Conflict management
• Incident response
• Workday
• Research
• Relationship management
• Computer networking
• Computer skills
• Organizational skills
• Data entry
• Communication skills
• Childcare
• Motivational interviewing
• Computer operation
• English
• Microsoft Excel
• Time management
• Microsoft Word
• Microsoft Office
• Computer literacy
• Case management
• Intake
• Outbound calling
• Supervising experience
• Google Docs
• Behavioral health
• Customer support
• ERP systems
• Phone etiquette
Certifications and Licenses
Life savers First aid/CPR
August 2023 to August 2024
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