Customer Service Case Manager

Corliss Taylor Bronx, NY ***** 347-***-**** ******@*****.***

PROFILE

Business Development Professional who has successfully increased company revenue through instruction, training, and development of staff using relationship building and innovative product management. Proficient in Microsoft Excel, Word, Epic, SnagPad, SharePoint, Kiteworks, and Customer Service HIGHLIGHTS

Certified Lead Mentor

Recognized as top performer

Pioneered and training fellow supervisors to operate the first ACT Covid Test site in the Bronx region

Proven Success in meeting deadlines in a fast paced environment

Certified relationship Builder and Motivation Interviewer EXPERIENCE

Post Graduate Center for Mental Health

Independent Contractor/Counselor 12/2018 - Present

Provide counseling, reception, security and crisis intervention for seriously mentally ill youth, adults, and families in a residential setting.

Document critical outcomes in AWARDS system, log books and residential accountability sheets, test fire alarms New York Health and Hospitals, New York, NY 06/2020 - 04/2022 Supervising Public Health Advisor/Community Engagement Supervisor

Oversaw and supported all activities of Community Engagement Specialists supporting COVID-19 contact tracing efforts through community engagement, within the communities of NYC.

Conducted performance evaluations and staff training and monitored payroll and timesheet discrepancies using PeopleSoft.

Maintained daily communication with assigned Community Engagement Specialists; Ensured that COVID-19 case interviews and contact tracing were performed using a trauma-informed, culturally respectful approach that built trust and facilitated free sharing of information.

Followed all scripts, policies and procedures provided through training and ensured adherence to standard operating procedures and protocols by assigned staff; protected and maintained confidentiality and privacy of case interviews and contacts through adherence to appropriate protocols and standard operating procedures. Established schedules to ensure appropriate staffing for all shifts.

Regularly checked-in with assigned staff to ensure appropriate monitoring of attendance and performance including use of electronic monitoring methods, such as messenger and email; ensured assigned staff had adequate supplies and equipment to successfully perform community engagement activities and case interviews

(such as personal protective equipment).

Conducted and oversaw community engagement activities for complex investigations and ensured that targets were met or exceeded; conducted routine quality assurance monitoring through regular field visits with Community Engagement Specialists in communities to observe and monitor the quality of community visits and case interviews: monitoring of performance indicators.

Provided regular and clear feedback to assigned staff; identified barriers, addressed staff concerns, and escalated issues to Community Engagement Team leadership and performed duties of Community Engagement Specialists, as needed.

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Corliss Taylor, Bronx, NY 10458 347-***-**** ******@*****.*** Maximus Inc.-Career Pathways Program, Bronx, NY

Account Manager/Senior Counselor-Case Manager 12/2013 – 01/2019

Managed service coordinators/20 temporary staff

Recruited candidates for internal and external job opportunities.

Provided contract management.

Managed and recruited candidates for paid internship programs.

Oversaw projects and services for Business Services Unit for 3 contracts

Provided LINC engagement coordination for participants receiving rent compensation from HRA (Human Resource Administration).

Developed marketing materials that successfully advertised employer’s job opportunities and requirements which increased participation from staff and participants,

Monitored/updated and created job boards; Created job descriptions for open positions.

Conducted job fairs and managed job search database.

Exceeded job placement goals by 20%

NADAP Inc., LEAP (Learn as you Earn Advancement Program,) Manhattan, NY 12/2012 – 08/2013 Business Developer

Developed training and certificate programs that supported contractual agreements with funders, EDOC

(Economic Development Corporation) by illustrating best practices for College students who have earned certificates/Associates degrees in their field of s study to gain employment.

Initiated and fostered relationships with New York City and State Colleges that promoted LEAP.

Maintained an 85% graduate of students who entered the program and obtained employment. EDUCATION

Long Island University, Brooklyn, NY - Bachelor of Science, Management & Marketing CERTIFICATES

Distinguished Service Award - Health +

Hospitals (2022)

Lead Mentor Certificate Program

(2021) Relationship Building (2021)

Motivational Interviewing (2019)

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