Outreach Specialist Program, Operations Manager, Customer Service Mana
Resume:
CASSANDRA BILES
**** ******** ** *********, ** **671
**********@******.***
SUMMARY OF QUALIFICATIONS
•Over 25 years of operations excellence experience
•Strong communication and research skills
•Team player with ability to make sound business decisions
•Creative resourceful and thorough in developing projects
•Imaginative problem solver and exceptional organizational skills
PROFESSIONAL EXPERIENCE
Mission Side, Nashville, TN 37202 (2019-2020)
Customer Service Supervisor (Operational Management)
Supervise, monitor, schedule, interview, hire and train customer service workers
Manage onboarding, human resource paperwork, develop policy and procedures
Maintain paperwork, monitor adherence to policy…
Saint Thomas Hospital, Nashville, TN 37201 (2018-2019)
Operational Managers
Hire, train, schedule and evaluate housekeepers. Floor techs and janitorial staff
Work with vendor and order supplies
Provided weekly reporting and managed day to day
StreetWorks, Nashville, TN 37208 (2018-2019)
Housing Coordinator (Operational Management)
•Work with city, state and federal organizations to house homeless and displaced clients
•Counsel, advise and advocate for clients
•Work on grants and seek out other funding resources to assist population
•Manage funds and monitor expenses to make sure grant funds are in compliance.
Brighton Gardens Senior Living Brentwood, TN 37027 (2016-2018)
Assistant Living Coordinator (Operational Management)
•Plan, organizes, develops and leads the overall operations of the assisted living neighborhood
•Recruiting, hiring, training and coaching a high-quality team
•Partners with leadership team to ensure community compliance with OSHA requirements
•Assist Executive Director in completing the annual community budget; program development
•Understand and manages the department budget to include labor and other expenses and its impact on the community’s bottom line; monitor and keep audit of inventory
•Intake of residents by assessing their needs and creating their ISP; providing a roadmap of care
Tennessee State University Nashville, TN (2011-2016)
Residence Hall Director (Operational Management)
•Provides oversight and accountability for daily operations of the facility.
•Provides intensive monitoring and continuous evaluation of services and customer relations. Prioritizes and manage multiple projects simultaneously.
•Negotiates contracts with vendors maintain a balance budget and assist in internal audits.
•Recruits, trains, schedules, coaches and mentors over 50 employees.
•Establishes a plan of student-centered programming; special events and health workshops to engaged the student body in academic as well as nonacademic stimulation.
•Organizes the university’s summer programs and conventional housing.
Department of Children Services Nashville, TN (2007- 2011)
Case Manager II (Social Services)
•Counseled, assessed and referred clients while setting up treatment plans/plans of care.
•Investigated abuse and neglect of children and adults and documenting case load.
•Collaborated with governmental and nonprofit agencies to advocate for clients.
•Managed multiple projects simultaneously; Enforced policies and procedures of the department
Metro Board of Education Nashville, TN (2005-2006)
Interim Teacher
•Developed curriculum, setup lesson plans, monitoring student behaviors
•Instructed US History and World Geography classes
•Monitored students achievement, recorded progress for next level
Metro Development & Housing- Nashville, TN (2000-2004)
Family Outreach Specialist (Project Management)
•Collected data (demographics) and investigated; implemented tracking and monitoring of families progress through interviews and investigation
•Researched and performed data analysis utilizing graphs and charts; report findings to HUD evaluators
•Responsible for compliance with Federal Housing guidelines, policies and procedures; and monitoring
•Recruited volunteers; trained, assigned and reviewed placements.
•Managed relocation services, development of packets; development of housing list.
•Developed needs assessment survey; collected data and determined family self-sufficiency plans.
•Developed a counseling tool; case management and referred residents for services.
•Monitored programs and grants; handled finances; implemented changes needed to comply.
•Developed curriculum and facilitated workshops in budgeting; life skills; home ownership and parenting
•Planned special events and career development activities; development of monthly newsletter
Richland Village- Nashville, TN (1997-2000)
Program Specialist III (Operational Management)
•Managed daily operations of the facility; scheduled employees and made sure we were never short of staff; monitor finances and compliances
•Interviewed, hired, trained and supervised staff; handle semi and annual evaluations;
•Recruited volunteers; trained, assigned and reviewed.
•Managed disciplinary actions; job descriptions and civil service register.
•Developed and implemented treatment plans, policies and procedures
•Implemented policies and enforced rules; approved leaves and other schedule issues.
•Developed presentations such as gang relationships; alcohol and drugs; date rape; truth and honesty
•Identified and resolved problems by use of investigation techniques; counseled and administered disciplinary; Event planning; fund development; handle budget
•Researched grants and wrote proposals; handling reports.
•Set up scheduling for residents’ appointments and medical
PRIOR RESPONSIBILITIES
Department of Human Services- Nashville, TN (1994-1997)
Social Counselor II (Social Services)
Tennessee State University- Nashville, TN (1991-1994)
Residence Hall Director (Operational Management)
Travelers Aid Society- Detroit, MI (1985-1991)
Human Resource (Organizational Management)
Consolidated Freights- Nashville, TN (1999-2002)
Part Time Warehouse and Logistics
EDUCATION AND CERTIFICATION
Specialist in Education, Ed.S. (Administration & Supervision) DEC 2008
Tennessee State University-Nashville, TN
Master of Arts in Organizational Management, 1998
Trevecca Nazarene University-Nashville, TN
Bachelor of Arts in Political Science, 1975
Jackson State University- Jackson, MS
Certified Tax Credit Professional, 2003 License Health & Life Agent 2015-2017
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