Case Manager Customer Service

Profile

Solutions-focused & team-oriented professional, with over 15 years of experience. Confident, highly energized, effective, and persuasive communicator with strong interpersonal and communication skills. Detail- and results-oriented with a proven ability to demonstrate flawless execution, and implementation of innovative strategies. An analytical and strategic thinker with the highest professional standards and personal integrity.

Skills

oSupervisory Management- managed a staff of 50 individuals to turnaround a failing institution.

oCompetency in Research and Data Analysis in the context of pension regulation and risk-based supervision activities. Also, extensive research and data analysis in doctoral studies.

oCritical Thinking and Deductive Reasoning in the conduct of financial and compliance audits.

oEmotional Intelligence demonstratedin the leading and managing difficult and challenging employees and team members.

oPerforming staff evaluation,

oTeam Building and management- working cohesively with a diversified team to attain organizational goals and team dynamics.

oCoaching teams of workers utilizing relevant motivational theories and skills to keep teams focused and energized while working towards goal enrichment and attainment.

oCustomer Service geared toward the management of customer relations in a business environment.

oMultitasking and organizing as evidenced in my full-time employment, adjunct teaching and doctoral studies.

Experience

Service for the Underserved, New York, USA

Position Held: (Senior Case Manager)

oSupervision of 3 Case Managers

oProviding supervisory oversight and training to Case Managers

oProvide bi-weekly one and one supervision to Case Managers

oManage intake process, assign intakes to Case Managers

oConduct regular audits of clients

oManage tracking sheet relating to Case Managers activities

oFacilitate Case Conferences and provide coverage for other Senior Case Manager and DSS when off-site

Position Held:[Case Manager]

oCounsel clients with confronting issues adversely affecting their lives.

oMaintain physical and/or electronic files within CARES.

oConduct initial prescreen and assessment for prospective program participants

oProvide intensive case management for program participants and their families including arranging, coordinating, monitoring and delivering of services relating to meeting their housing needs

oArrange case conference with primary agencies that are involved with clients

oDevelop individualized housing and service plan, including path to housing stability for clients

Acacia Network Housing, New York, USA

Position Held:[Case Manager]

oCounsel clients with confronting issues adversely affecting their lives.

oMaintain physical and/or electronic files within CARES.

oEvaluate new and existing clients’ needs to determine their immediate needs, functional capabilities and assistance needed.

oEstablish and maintain working relationships with public agencies concerning public benefits, employment, and supportive services.

oImplement, monitor and evaluate case management activities.

Northern Caribbean University, Kingston, JA

Position Held: [Adjunct Lecturer/ Board Member]

oDeveloped and taught curriculum for core introductory and upper division courses in Business Administration, Management, Principles of Marketing, Business Law, Strategic Management, Supervisory Management and Industrial Relations for 8 years experiencing 100% examination success.

oInterpreted and reviewed assessment data with administrators and students to support planning and formulate actions steps geared towards students’ success.

oAnalyzed and prepared reports for budget presentations and accreditation evaluations.

oAdvised and mentored undergraduate students with maximum class size of 30 students

oServed as member of the University Executive Management Board and member of the Audit, Academic Affairs, and Human Resource sub committees.

Financial Services Commission, Kingston, JA

Position Held:[Pension Administrator/Analyst and Fund Trustee/ Complaints Coordinator]

oSupervised 48 Pension Plans, Administrators and Investment Managers to ensure country’s statutory compliance.

oConducted on site risk-based examinations of Pension Plans, Administrators and Investment Managers to ensure legislative and procedural compliance.

oAnalyzed investment and lending policy of pension plans.

oDeveloped and implemented Complaints Protocol and Claims Guideline for the country’s Insurance Industry.

oConduct Financial Literacy Training sessions to educate High School Students on the matter

oConduct community interactive workshops and Public Education programs with various industry stakeholders to include tertiary level students, civil servants and corporate individuals.

oManaged Complaints Department to realize the targets set by the company’s Customer Charter including the provision of cutting-edge customer service to the organizations’ customers.

oDeveloped a prototype to record complaints together with an Industry wide Claims Protocol.

oCompiled reports for Minister of Finance and senior management team of the organization.

Ministry of Education/National Council on Education, Ja

oChairman, Board of Management- Old Harbour High School

oChairman, Bard of Governors, Marlie Mount Elementary/ Primary School

oChairman, Board of Governors, Old Harbour Primary School.

Walden University, PhD- Pending - Public Health, PhD (Pending)

Florida International University - Master of Business Administration, MBA

University of the West Indies - Management and Public Administration, B.Sc. Hons.

Church Teachers College - Diploma in Teacher Education (Trained Teacher Designation)

Certificates/Diplomas

Diploma in Teacher Education- Church Teachers College/University West Indies, Jamaica

Certificate Technical Report Writing

Certificate Pension Scheme Governance – Crown Agents Bank

Certificate Securities Supervision and Regulation- Toronto Centre & Securities and Exchange Commission

Certificate Customer Service- National Vocational Education Training Institute, Jamaica.

Certificate Financial Crime Investigation- Justice Training Institute, Jamaica.

Certificate in Mental Health First Aid USA

Certificate Case Managing for Client Success

Certificate Confronting Sexual Harassment

Certificate Mandated Reporter Training

CARES Service Planning and Incident Writing Training

CARES Supervisory Functions

Home CityFHEPS

Contact this candidate