Customer Service Case Management

RICKIE A. WRIGHT

**** ****** **** – Fort Washington, MD

Home 202-***-****

OBJECTIVE:

•A challenging position with your organization that offers an opportunity for advancement based Parenting educator and facilitator training development skills

•Excellent Case Management skills & abilities

•Outreach Specialist with high level of standards for excellence

•Hard working and able to multi-task effectively

•Outstanding leadership and communication skills

•Program monitor with ability to set daily and weekly agenda of activities and supervise groups of individuals

PROFESSIONAL EXPERIENCE:

Bio-Reference Gaithersburg, MD

Senior Medical Courier March 2014 – March 2024

Couriers are our frontline representatives to our clients. They are responsible for pickup and delivery of medical specimens from clients along a specific route. Their professionalism, courtesy, and customer service skills along with excellent driving ability are essential to our ability to service our clients every day.

•Drive a non-commercial vehicle throughout the shift on various roads and in varying weather conditions.

•Safely transport lab specimens, medical records, hospital supplies, interoffice mail, and related material in a timely manner.

•Demonstrate safe and courteous driving behavior.

•Lead Training Facilitator on HIPPA Laws to New Hires of Bio-Reference Employees.

•Train new drivers on their assigned routes.

•Operate a hand-held scanning device to accurately track items through the transportation cycle.

•Work directly with the dispatcher for additional pick-ups as needed.

•Strictly observe operating policies, procedures, and service schedules.

•Present a professional image to clients and the public through appearance and interaction.

•Conduct pre/post trip vehicle inspections and maintain a clean, neat, and orderly vehicle.

New Beginnings Youth Development Center Laurel, MD

Youth Development Representativ May 2008 – March 2014

•Served as a Youth Development Representative for the newly created District of Columbia’s Department of Youth Rehabilitation Services (DYRS).

•Ensured direct supervision of the residents and maintains the safety, security and rehabilitation of the youth who entered the juvenile justice system and is residing in the custody of DYRS.

•Demonstrated positive youth development techniques in providing day-to-day direct supervision.

•Assisted the team in the coordination and implementation of a behavioral management and development program that helps the residents cope with life situations.

•Observed and evaluated the performance, behavioral, social development, and physical health of all residents.

•Conferred with parents and/or guardians, teachers, counselors, and other administrators to resolve students behavioral, academic, and other issues that may occur.

•Transported residents to court, hospitals, and escorts residents to and from their housing units and monitors their movement at all times.

•Maintained and managed the official log book, documenting all incidents during my tour of duty.

•Posed the skill set to act in the capacity of a Lead Officer.

Umbrella Therapeutic Services, Inc. Washington, DC

Assistant Case Manager February 2008 – May 2008

•Served as a Case Manager to children who have been abused and/or neglected.

•Overseen a case load of 15 residents. Oversee intake process for new admissions to the Center; ensure Orientation program adheres to daily and weekly schedules.

•Maintained daily face-to-face contact as well as home visits. Assess family status on a continuous basis and prepare written reports of child and families overall progress to CFSA.

•Conducted and complete investigations of resident’s incidents. Assist residents with completing a short and long-term individual Service Plan (ISP), as well as provide rap around services to residents based on their needs.

•Facilitated weekly group sessions with residents.

•Attended court and other meeting as it relates to the welfare of the residents.

Edgewood/Brookland Family Support Collaborative Washington, DC

Consultant/Family Support Facilitator November 2007– December 2007

•Facilitated the training sessions for the Edgewood/Brookland Support Collaborative with men on skills to help them become responsible fathers utilizing the Quenching the Fathers Thirst curriculum.

•Conducted several Fatherhood/Parenting skills training sessions for the youth and families in the community.

•Offered fathers, male figures a structured and formalized process that will help them develop a framework in understanding the role of a father as well as the systemic barriers to fathering.

•Distributed the intake assessment forms, pre and post tests to fathers/father figures enrolled in the Quenching the Fathers Thirst program.

•Served as the primary liaison between the clients and staff, ensuring that families are provided strengthening and support services.

North Capitol Collaborative Inc. Washington, DC

Fatherhood & Community Outreach Specialist June 2006 – November 2007

•Assisted in the implementation of a fatherhood program for NCCI in accordance with previously proposed T.E.A.M. concept with the purpose of engaging the community service work, as well as group support services.

•Provided family strengthening and support services and performed activities with identified fathers as they developed the skills necessary to become responsible and involved parents.

•Utilized a strength-based perspective to conduct assessments, planed, delivered and coordinated services in the community to meet identified needs.

•Built and provided publication as well as community meeting support. Teach parenting and fatherhood classes.

Peaceoholics Youth Association Washington, DC

Parent Coordinator/Life Skills Coach April 2006 to June 2006

•Led and coordinated the activities for the Peaceoholics Parent Association. Managed staff to ensure that all program goals and outcomes were met in an efficient and timely manner.

•Planned, scheduled, assigned, and supervised the work of the parent volunteers.

•Conducted weekly orientation-training sessions with the youth and their parents around several different issues like substance abuse, teen violence, teen pregnancy, GED preparation, as well as other rap around services.

•Coordinated collaborative efforts and community partnerships; developed management systems and process for programs.

•Served as a Life Skills Coach to have a safe caring and pleasant learning environment where youth were encouraged to develop to their fullest potential, mentally, physically and socially.

•Encouraged their curiosity, creativity experimentation and problem-solving skills.

•Fostered pro-social behavior and enhanced the youth’s development of independence.

•Nurtured positive relationships with children and their parents.

Ages & Stages Day Care/Summer Camp Program Clinton, MD

Summer Camp Director October 2004 – January 2006

•Managed staff to ensure that all program goals and outcomes are met in an efficient and timely manner.

•Coordinated program activities, educational enhancements and staff meetings.

•Organized the development and implementation of strategies to monitor program and staff progress as it related to program activities.

•Developed and provided quality control to ensure accurate data collection and provided appropriate management support to staff.

•Planned, scheduled, assigned, and supervised the work of the maintenance personnel and equipment engaged in maintaining fences, signs, culverts, drains, channels, and pipelines.

•All other duties as assigned.

Friendship House Association Washington, DC

Consultant February 2003 – February 2004

•Led the activities for the Summer Youth Passport-to-Work program.

•Coordinated collaborative efforts and community partnerships; developed management systems and process to secure job training sites for over 10,000 young adults.

•Conducted weekly orientation-training sessions with youth on the policies and procedures at work sites.

•Participated in faculty and professional meetings, attended workshops and seminars to enhance my personal and professional skills.

Education Acknowledgements and Awards

C-SOSA Commitment To Excellent Award – 9/2007

Certified Parent Facilitator - 10/2006

Community Approach to Co-Occurring Disorders – 9/2007

Job Readiness Training Workshop – 2006

Mental Illness, Substance Abuse and Their Risks

High School Diploma 1986

Certified Quenching The Fatherhood Thirst Instructor - 8/2006

Public Speaking Training - 1999

Boxing Coach - 1980-2006

Life Skills Instructor - 1982, 1996,& 2006

Mentor Training - 2002-2003

Effective Communication – 6/2010

Report Writing – 6/2010

CPR/First Aid/AED Training - 2010

Suicide Prevention – 2010

Handle with Care – 6/2010

Mental Health & Substance Abuse – 2010

Crisis Management – 7/2010

REFERENCES UPON REQUEST

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