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Customer Service Residential Aide

Chicago, IL
April 11, 2022

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Marquell Jones

**** ***** ******** ****** *******, IL 60623


Customer Service Case Management Office Operations

Accomplished and resourceful operations manager with strong personnel and project management skills. Track record of successful relationship building, networks management, and financial reporting. Adept at resolving

contractual and complex billing issues. Skilled at developing relationships with clients and co-workers, providing required information and analyzing and resolving problems promptly and courteously.

Healthcare Eligibility

Insurance Selection

Administrative Task Management

Sales Proficiency

Office Procedures

Team Building

Account Management

Customer Service

Event Management

Staff Supervision


Short-term Counseling

Professional Experience

Primo Center for Women and Children, Chicago IL, 07/2019 – present

Link homeless families with community based housing and service resources

Interviewed clients to determine the root cause of homelessness and provide necessary linkages to service

Provide therapeutic case management services in the areas of daily living needs.

Educated families surrounding the procurement, obtainment and maintenance of mainstream benefits.

Provide viable referrals and linkage relating to needs identified on the family/individual service plan.

Collect program-based intake paperwork requirements.

Complete paperwork and enter data into requirement data-based systems (HMIS, Client serve, etc.) in a timely manner.

Participate in programmatic meeting and clinical rounds.

Be familiar with Medicaid rules and regulations.

Investigated clients claim of homeless, including length of time, placements, and “couch” surfing to determine program eligibility

Completed detailed interviews with clients to develop individualized case plans

Provides professional case management services program to clients to improve client stability, self-sufficiency and personal growth and development.


MAC House Case Manager

Maintained a case load of 15-20 young adults, age 18-24, involved in the criminal justice system

Recruit, enroll and provide program orientation and intake for each approved referral adult

Complete Social Assessment, Self-Sufficiency Matrix, and develop Individualized Service Plan with each individual indicating short and long-term goals and the steps needed to achieve those goals

Met with each member weekly (home, school or in the community) to provide one-on-one mentoring support, complete assessments, individualized service plans, make referrals to community services identified through assessment, and work with each person to ensure successful completion of set goals.

Collaborated and maintained regular communication with LCLC staff, attorneys and other program staff to foster a team-based intervention approach

Maintained timely case notes, attendance records, electronic records in all required systems, as well as maintaining hardcopy files

Participate in program evaluations, including participant surveys and reporting

Attend community meetings to build relationships with community service providers and union leaders

Attended and completed Peace Circle Training

Attended Group therapy session with Clients.

SRHAC, Chicago, IL 02/2017- 08/2020 Case Manager/On-Call Residential Aide

Link homeless families with community based housing and service resources

Develops individualized case plans

Provides professional case management services program to clients to improve client stability, self-sufficiency and personal growth and development.

MYSI CORPORATION, Chicago, IL 04/2017 - 12/2018 Residential Aide Lead

The Team Lead focus is providing guidance and support to the RA’s and the youth through skill building towards independence in accordance with their Individual Treatment Plan

To do staff schedule/.Supervisions.

Professional Experience Continued


IPC Case Manager

Interview (face to face, phone, telecommunications) potential enrollees for a comprehensive assessment for determining eligibility for services

Reconcile outstanding pending case requirements and requests for additional information with clients.

Educated clients of eligibility and program specifications.

Efficiently manage the submission of individual insurance applications to appropriate qualified healthcare plans or public insurance plans.

Maintain licensure from Illinois Department of Insurance and certification from U.S. Health and Human Services and state of Illinois.

Adhere to HIPAA standards and confidentiality of protected health information.

HEAVY DIVA PRODUCTIONS., Chicago, IL 08/2003 – Present

Office Support Productions (Seasonal)

Provide outstanding customer service, arranging guest arrival and transportation services, setting up equipment, and managing event details.

Manage day-to-day company support operations during peak seasons.

Perform all administrative tasks for company chief executive officer, including preparing memos, reports, and documents and managing incoming mail.

JEWISH CHILD & FAMILY SERVICES, Chicago, IL 06/2008 – 12/2013

Childcare Worker Supervisor

Provided proper care, mediation, and short-term crisis counseling for Illinois Department of Children and Family Services wards with wide range of behavioral and emotional needs.

Implemented and coordinated educational plans and assessments and documented behaviors.

Coordinated events for wards, including all outings and school meetings. Administered to daily living needs, promoting and nurturing positive environment.

IKEA, Bolingbrook, IL 07/2005 – 04/2007

Customer Service/Sales Associate

Drove sales by identifying customer needs and providing assistance and information directing them to appropriate products.

Cultivated excellent customer relationships by providing prompt and courteous responses to questions and concerns. Helped customers locate products.

Maintained knowledge of merchandise descriptions, uses and advantages, and locations. Demonstrated merchandise as needed.

MEIJER, Bolingbrook, IL 08/2003 – 07/2005

Customer Service Representative

Education & Skills

Coursework, Argosy University (online), Orange, CA

Graduate, Westinghouse Career Academy, Chicago, IL

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