Customer Service Case Manager

Robert Michael Eldridge

**** ****** **** **********, ** 25704

304-***-**** **************.**@*****.***

Education:

May 2019.

Marshall Graduate College, Huntington, West Virginia.

Master of Science in Sports Administration 3.83 Cumulative G.P.A.

Dec. 2017.

Marshall University, Huntington, West Virginia.

Bachelor of Arts in Sports Management with a minor in marketing. 3.07 Cumulative G.P.A.

May 1992.

Chesapeake High School, Chesapeake, Ohio.

High School diploma

Experience:

Jul. 2015. - Public Partnerships, Charleston, West Virginia.

Person-Centered Staff – Assist autistic clients in navigating daily routines and learning to improve overall well-being. Teach the client to utilize public services to improve self-advocacy. Ensure the client's social, emotional, physical, cognitive, and language development.

Sep. 2019 – April 2023 - Necco, South Point, Ohio.

Case Manager – Provided case management services for 75 to 100 Necco's Family Counseling and Community Services clients. Completed in-person home or community visits with each client twice per month. Completed comprehensive assessments and developed individualized treatment plans for all assigned clients. Provided linkage to community agencies while liaising with the Department of Human Service, Social Security, and other resource streams services to assist clients with financial, legal, and self advocation. Complete progress notes after each encounter with the client or advocation for the client. Prepared and taught weekly group classes with 8 to 12 clients learning various topics.

Aug. 2018 – Dec. 2018 - H.E.L.P. Center Marshall University, Huntington, West Virginia

Graduate Assistant H.E.L.P. Tutor – Tutored seven students with different learning disabilities, from dyslexia to autism spectrum disorder. Created study plans and programs to ensure each student had the best chance to succeed. Advocated for the clients with professors to ensure client received all the accommodations they needed to be successful. All seven students passed their classes with three A's, two B's, and three C's.

Jan. 2009 – June 2014 - Lowe’s Home Improvement Center, South Point, Ohio.

Department Manager (Plumbing, Millwork, Tools, Lumber) – Trained associates to prioritize customer service by utilizing the First (Find, Inquire, Respect, Solve, and Thank) technique. Trained associates in product/project knowledge, special ordering, and selling to drive department profits higher. Walked department daily to look for out-of-stock and misplaced merchandise and reordered all out-of-stock items. Forecasted sales increases and decreases to allow for proper merchandise control. All departments managed increased sales by a minimum of five percent annual growth each year. Trained twenty-two employees promoted into management.

Jan. 2005 – Jan. 2009 – 84 Lumber Company, Huntington, West Virginia.

Manager Trainee – Responsible for customer service, special orders, creating bid quotes, estimates, inventory management, loading trucks, project management, and customer solutions. Salesman of the month for fourteen consecutive months.

Jan. 2000 – Apr. 2003 – Bob Evans Restaurant, Barboursville, West Virginia.

Assistant Manager – Responsible for all aspects of store management, including opening and closing procedures, shift changes and execution, facility cleanliness, customer service, and complaints. Ensured all company policies and food safety guidelines were met throughout the restaurant. Responsible for hiring, training, and scheduling all associates. Keep track of intangibles like labor, food cost, customer service complaints, and hourly sales.

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