Customer Service Case Manager

MARYWOODS

** ********** **., ******* *****/C: 617-***-**** /E-mail: **********@*****.***

Dynamic and highly motivated professional with proven experience in executing successful, new initiatives. Creates an energetic and positive workplace culture to align with organizational mission and values. Excellent time-management planning, detail-oriented, and able to multitask effectively. Excellent communication skills and a dynamic ability to build positive rapport with different populations, looking to develop my working capabilities and professional skills. Areas of expertise include:

● Case Management

● Counseling

● Relationship Building

● CPR & First Aid

● Project Management

● Research

● Negotiation

● Computer proficiency

● People Management

● Complex Problem Solving

● Service Orientation

● Collaboration Talent

PROFESSIONAL EXPERIENCE

VICTORY PROGRAMS INC. BOSTON, MA 2021-2023

COMMUNITY HEALTH WORKER 2021-2022

■ Worked with a specific population; folks engaging in sex work in the Massachusetts Ave and Melania Cass Blvd area (commonly known as Mass and Cass), by providing a multitude of services and support in any way possible/necessary.

■ Conducted blood work with clients to test for HIV, STI's, and Hep C, while also providing quality test result counseling, and connecting clients to treatment if needed.

■ Provided clients with safe use supplies to help slow the spread of infections within our community.

■ Conducted intakes and referrals.

■ Utilized multiple software databases to follow city protocols and regulations, documenting all work and referrals done with clients to secure future grants and donations.

■ Drove the organization van into the community to conduct outreach.

■ Complied with all HIPPA guidelines and regulations for keeping clients information anonymous and safe.

■ Weekly one on one sessions with clients.

■ Weekly supervision with supervisor to report on a variety of topics. CASE MANAGER 2022-2023

■ Promoted in 2022 to Case Manager at an in-patient, woman's long term facility, at a new location within the organization.

■ Specifically chosen for this role out of 500+ Victory Programs Inc. employees, with the majority of those employees having obtained a further educational career.

■ Maintained a consistent 10 client caseload.

■ One of the two Case Management roles on the unit.

■ Fostered trust with clients, by creating a safe space, for the woman to succeed and receive quality treatment.

■ Collaborated with the other Case Manager, through sharing notes and resources.

■ Created a curriculum, each quarter, for group therapy.

■ Interviewed and trained all new employees to be successful, competent, and educated.

■ Housed all clients, and got them settled in their new homes by securing any and all donations they need to live successful and productive lives.

■ Took clients to appointments to obtain any vital documents they would need.

■ Took clients to court and doctors appointments.

WHOLEFOODS, NEWTON, MA 2020 - 2021

AMAZON SHOPPER

■ Filing customer orders and preparing orders for pickup/delivery.

■ Managed shopper position by performing all duties and tasks with great concern and sincerity.

■ Client-focused with good time-management skills.

■ Computer proficiency and change management skills.

■ Result-oriented with constant analysis of my shopping abilities, while keeping a “top-tier shopper" status.

■ Fast typing and quick learning abilities.

■ Communicating with customers via app

YOUTH ON FIRE, CAMBRIDGE, MA 2018 - 2019

INTAKE COORDINATOR

Built trust and rapport with clients and coworkers by creating a positive environment.

Served as the first contact person for people who were seeking services.

Worked in a team environment to create a safe space for LGBTQ at-risk youth ages 14 to 25.

Gathered appropriate information and assessed people’s needs.

Processed intake documents and entered information into the computer database.

Provided on-site, off-site services, and housing assistance.

Addressed and resolved any complaints or concerns.

Facilitated groups and individual sessions

Maintained an updated and organized database of the caseloads.

Assisted youth in individual appointments and field trips.

Managed the needle exchange.

Responsible for HIV/STI testing and counseling.

Conducted various member intakes.

Cooked and served members' food.

Delivered suspensions and terminations.

Attended monthly training at Fenway Health in different ways to better serve Boston's at-risk community and team-building exercises.

Provided follow up calls if required, participated in all quality assessment activities, and assisted in collecting and analyzing all information and recommending needed improvements to all processes.

Remained compliance with monthly data collection goals and meeting deliverables for donors. YOUTH ON FIRE, CAMBRIDGE, MA 2017 - 2018

INTERNSHIP

Assisted with members' intakes.

Learned the community's resources and how to provide accurate services to the youth.

Provided one on one support to the members while upholding members confidentiality.

Complied with departmental policy and procedures.

Provided administrative support to allow case managers to focus on delivering services weekly. INTEGRAL RESOURCES INC.,CAMBRIDGE, MA

2016 - 2017

FUNDRAISER

Provided quality, professional telephone fundraising programs for non-profits, democrats, and progressive political organizations.

Solicited pledges and credit card gifts for the organization.

Built and maintained a donor database.

Generated personal and friendly e-mails for donors with information about the organization.

Consistently maintained fundraising goals by converting leads into donors.

Trusted with donor’s financial information.

Built beneficial relationships with prospective donors.

Provided program performance reports to clients.

Developed skills to build rapport and provide quick rebuttals. TOWN DINER, WATERTOWN, MA 2014-2016

SERVER

Created and implemented innovations to enhance the customer’s experience.

Delivered exceptional, friendly, and professional customer service to the guest.

Answered questions about the menu selections and make recommendations.

Made recommendations on process improvements to increase efficiency and performance.

Accurately followed detailed recipes to create gourmet pastries.

Skillfully anticipated guest needs.

Worked effectively with the team to provide a customer-friendly environment. TRIANGLE INC., MALDEN, MA

INTERNSHIP

Spent 16 hours of thorough training.

Shadowed staff in a residential setting.

Managed a caseload of 1 client.

Provided instruction and guidance regarding individual program plans and procedures.

Provided one on one weekly sessions with the client.

Adhered to all safety policies and emergency procedures.

Attended and participated in supervision and staff meetings as scheduled.

Assisted in the development and implementation of behavior support plans.

Treated all information about persons supported as confidential.

Completed 50 hours shadowing clinicians working with a severely disabled population unable to complete their daily tasks.

FIRST CHURCH SHELTER, HARVARD SQ., CAMBRIDGE MA

INTERNSHIP

Shadowed fieldwork in a residential setting with ten homeless men.

Offered support and advice to the people.

Enforced policies and procedures.

Provided emergency assistance in cases.

Assisted men with identifying and securing resources they need to move out of homelessness.

Ran a nightly group on the resident’s daily productivity.

Created accurate records of all assigned clients.

Participated in weekly and monthly supervision and training. SKILLS

● Efforts to Outcomes

(ETO)

● Microsoft Office

Applications

● Customer Service

● Communication

● Flexibility

● Adaptability

● Time Management

● Detail-Oriented

● Motivation

● Fast Learner

● Critical Thinking

● Initiative

● Strategic Planning

● Active Listening

EDUCATION & TRAINING

Human Services A.S. degree Graduation, Bunker Hill Community College Boston, MA (05/2019) Principles of PSY, Group Dynamics, College Writing (I&II), Abnormal Psych, Counseling, Adolescent/Adult Development, Issues in HS, Computer Essentials, Case Management in HS, PSY 101, Addiction, Pre-practicum

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