Program Manager Customer Service
Resume:
Keith E. Davis
Phone # 980-***-**** Email: *****.*********@*****.***
PROFESSIONAL SUMMARY
Versatile, motivational style communicator with direct-line and management experience in the public and private sector. Adept at building positive working relationships with internal and external personnel in fast paced work environments. Meets deadlines and motivates subordinates and team members by creating a “can do” culture. Received awards for providing excellent customer service, achieving outcomes and team development. Able to work flexible work schedule and can travel as needed.
CORE COMPENTENCIES
MANAGEMENT & ADMINISTRATION
Supervised the workflow of employees, to include workers, supervisors and program managers.
Trained and evaluate staff, to including overseeing performance management system.
Experience in Customer Service, Employment/Job Finders, Child Abuse/Neglect Investigations and Child Fatalities.
HUMAN SERVICES
Experience providing in-home services to vulnerable/at-risk populations.
Assisted individuals and families to cope with substance abuse, family violence and mental health issues.
Worked with client to improve job readiness and secure employment.
SALES/FINANCIAL
Sales prospecting experience as Licensed Insurance Producer.
Budget Management Experience.
Developed/managed cost cutting action steps directed at stream-lining processes.
CUSTOMER SERVICE
Address/Monitor customer/client complaints.
Follow-up/resolve customer complaints.
Provided/arranged training for employees to improve customer service.
PROFESSIONAL EXPERIENCE
Independent Contractor, Charlotte, NC
Mortgage Protection/Retirement Planning/Life Insurance
October 27, 2014 – Present
Wake County Human Services, Raleigh NC
Human Services Program Manager
June 2015 – June 2017
Charles County Department of Social Services, La Plata, Md
Assistant County Director, Family Investment Administration
January 4 2012 – May 1, 2014
Dekalb County Department of Family and Children Services, Decatur Ga.
Program Director
June 1, 2010 – December 20, 2010
Beaufort County Department of Social Services, SC Dept. of Social Services, Beaufort SC
County Director
July 7, 2008 – April 2, 2010
Department of Health and Human Services, Division of Social Services, Raleigh, NC
Manager/Supervisor in Local Support Operations
September 2003 – July 3, 2008
Cabarrus County Department of Social Services, Kannapolis, NC
Child Welfare Program Administrator, CPS Program Manager, SW Supervisor III
February 1995 – September 2003
Mecklenburg County Department of Social Services, Charlotte, NC
SOCIAL WORKER III
January 1994 – February 1995
Professional Development Highlights:
Project Management & Human Resources Training, Central Piedmont Community College, October 2017 – January 2018
NC State Pre-Service Training for Child Welfare Staff – April 2016
Global Leadership Summit Participant - 2016, 2014 & 2013
Licensed as a Life, Health & Accident Insurance Producer – January 2015
Completion of Federal & State sponsored training on the Child & Family Services Review Instrument - 2005, 2008, 2010 & 2015
Participated in NC & SC Federal CFSR, May 2007, July 2009 and Federal IV-E Audit, June 2008
Attended the Healthy Marriage & Fatherhood Initiative/Conference sponsored by the Administration for Children and Families, the Jordan Institute/University of North Carolina and the Annie E. Casey Foundation, Chapel Hill, NC, June 2007, June 2008
Child Welfare Classroom Instructor, State Bureau of Investigations, 2003-08
Co-Presenter at Statewide Conference- Engaging Fathers/Responsible Parenting - 2007
North Carolina/Social Services representative at the National Sudden/Unexplained Infant Death Investigation (SUIDI) Train-the-Trainer Academy, Atlanta, Ga, September 2006
NC Division Representative/Attended Medical Support Meeting Kansas City, Mo, May 2006
NC Division Representative/Attended the NAPCWA Summer Meeting in Washington, DC, July 2004
Worker Safety & Arrestee Drug Abuse Monitoring Program Certified Interviewer
Children Advocacy Center (CAC) Task Force Member. Served as the Department’s Liaison with CAC.
Trained on the Interaction Management Supervisory Model
EDUCATION
South Carolina State University, Orangeburg, SC Graduate Studies in Public Administration & Social Work
BS Degree Earned - Business Administration North Carolina Central University
Emphasis: Marketing/Business Management University of North Carolina-Charlotte
Liberty University, Lynchburg, VA COMPUTER SKILLS
MA Degree Earned – Human Srvs: Business Microsoft Word, Power Point, Excel
Contact this candidate