Case Manager Customer Service

Angelique L. Campbell

Phone: 412-***-****

Email: *******************@*****.***

PROFESSIONAL EXPERIENCE

Allied Universal Alexandria, VA Fall 2021—Current

Security Supervisor

•Leads, delegates, and manages security officers and reception guards

•Ensures contract policy and procedures are met and exceeded with quality customer service

•Utilizes resources for successful daily operations

•Coordinates break coverage

•Conducts daily officer audits on knowledge of securing main frame rooms, Right Crowd and Lenel computer programs

Career Technical Institute Washington, D.C. Winter 2021—Summer 2022

Job Developer

•Overseen the completion of Student Record Forms to measure employment for graduates

•Led bi-weekly virtual professional development workshops

•Initiated and generated employer contacts for graduates

•Facilitated and take minutes for advisory board meetings

•Revised student resumes and cover letters

•Served as job developer for in-person and on-line students throughout five states

Career Team Washington, D.C. Summer 2019—Summer 2020

Case Manager

•Increased customer engagement by 25% through continuous indirect interaction during the global pandemic

•Increased weekly and monthly customer engagement hours - exceeded by 15%

•Conducted consistent ongoing outreach with assigned customers to ensure compliance, ensure job neediness, and ethics

•Ensured customers had proper linkage to resources and supportive mannerisms

Am-Gard, Inc. Pittsburgh, PA Spring 2015—Summer 2019

Site Supervisor/Program Manager

•Served as the Direct Liaison to In-House Security Base and Directors

•Assured safety of hospital and scientific laboratories

•Trained and mentored new and current employees

•Maintained employee manpower to meet contract coverages

•Applied administrative policies and procedures to employee responsibilities

•Generated and submitted daily employee timesheets

Allied Barton Security Service Pittsburgh, PA Fall 2012—Fall 2014

Supervisor

•Maintained proper phone etiquette of multiple phone lines

•Armed and disarming building facility

•Created weekly schedule for desk attendants at Pittsburgh Playhouse

•Assured building is secure for students’ safety

Goodwill of Southwestern Pennsylvania Pittsburgh, PA Winter 2009—Fall 2011

Employment Advancement Retention Network Case Manager

•Served as lead integral member of Direct Service Team (DST) with sister agency staff (e.g., Department of Public Welfare, etc.); reviewed applicant assessment information with DST to determine if enrollment was in accordance with EARN program goals

•Provided intensive case management and support services, which included home and/or training agency visits to welfare recipients with serious employment barriers

•Assured that Employment Advancement Retention Network (EARN) participants had the proper assessments, training, job placement, and job retention

•Developed, reviewed, and updated participant individual service strategies (ISS), making appropriate referrals when necessary

•Monitored participants’ compliance to Federal and State regulations

Urban League of Greater Pittsburgh Pittsburgh, PA Fall 2006—Winter 2008

Case Manager/ Job Developer

•Represented aging on state and national levels dealing with older employment issues

•Implemented training programs and curriculums

•Assured placement goals with knowledge of guidelines at federal and state levels, completing Individual Employment Plans (IEPs)

•Led conjunction with fiscal department to prepare budgets and monitor appropriate spending allocations

•Recruited screened and certified applicants

•Provided orientation, assessment, and authorization of eligibility

Allegheny County DHS Area Agency on Aging Pittsburgh, PA Fall 2002—Fall 2006

Case Aid

•Represented aging on state and national levels dealing with older employment issues

•Assured placement goals with knowledge of guidelines at federal and state levels, completing Individual Employment Plans (IEPs)

•Conducted public presentations, promoted senior employment, and monitored employment trends

•Planned and monitored appropriate spending of allocations

EDUCATION

Certified Care Manager - PA Care Management Institute Philadelphia, PA

Paralegal Certification Pittsburgh, PA

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