Customer Service Project Manager
Resume:
Angela Blake-Bruno
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Professional Summary
A position that will allow me to utilize my people, presentation, leadership and communication skills to enable excellent productivity and morale for everyone involved. Ultimately to make a difference in other’s lives and help each individual and/or organization reach their goals and expectations. Work Experience
Program Manager/Project Manager CCMEP Workforce Program Franklin County Ohio Guide Stone - Columbus, OH
October 2017 to September 2018
Recruit, Interview, Train and onboard all staff in Columbus, Cleveland and Toledo, Ohio
Manage: Case Managers, Career Coaches, Youth Coordinators, Business Coordinators, Support Services Specialist, Professional Development Coaches and Data Compliance staff
Build and implement curriculums
Marketing
Responsible for a budget of 3.2 Million dollars
Recruit participants
Build and maintain relationships with County and State authorities
Support Services, Individual Training Accounts
Create and maintain Worksite Agreements (54)
Payroll for staff
Payroll and invoicing for 123 participants
Oversee grant sub-recipient ETSS
Seek buildings/space for classes to be held and leases of properties Mentor Adult and Youth Clients Behavioral and Human Trafficking Ohio Guide Stone - Columbus, OH
July 2014 to October 2018
Collaborates with State/County (FCCS) Employees for the betterment of clients (6 month contracts)
Mentor Adult and Youth Clients
Supervise Visitations
Get Goals/Action Plans
Evaluate/Intake
Support Services Supervisor/Client Right Officer
Behavioral Health Care Partners of Central Ohio - Newark, OH February 2016 to March 2017
Manger Support Staff in both counties (Licking and Knox County)
Handle all transfers/closings/referrals for both counties for CPST, Vocational, MH, Psych and Group
Handle all complaints and grievances for both counties
Travel to and from all care sites in both counties
Welcome Week Presentation of Diversity and Inclusion
Improve processes and establish new processes/efficiency/budget
Chair Safety Council in both counties
Chair Operations Council in both counties
Community Relations/Contributions and Sponsors in both counties Customer Service/Service Excellence Liaison
OhioHealth Corporate - Columbus, OH
December 2008 to February 2016
Handle Concerns/Complaints/Follow-up/End result
Clerical
Spreadsheets
Update and revise policies as needed
Patient Consults/Mediation
Service Recovery for all Departments
Employee Awards processing and presentations (all 20,000 employees)
Marketing
Support for Grant, Home Reach, Grady, Doctors, Dublin, Riverside, Marysville and Nelsonville
Meet with Pt's upon request/walk-in
Refer Employees for internal transfer
Grievance Process
Risk Management
Education
MBA in Business Administration w/ a concentration in Human Resources University of Phoenix
September 2007
B.A.
Criminal Justice Administration University of Phoenix December 2005
Associates in Accounting
Olean Business Institute - Olean, NY
May 1998 to May 2000
Certificate/License in Real Estate
University of Pittsburgh/Bradford Pennsylvania Campus • Real Estate School - Bradford, PA April 1996 to August 1996
Transportation Communication Union
TCU - Cleveland, OH
February 1990 to December 1990
Certifications/Licenses
Prevention Education
April 2017 to Present
Skills
Human Relations
Case Management
Customer Service
Retention
Litigation (10+ years)
Qualifications
Strong communication skills; verbal, written and oral.
Ability to work independently.
A true team player.
Ability to manage multiple projects at once.
Detail Oriented.
Organization
Time Management.
Leadership
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