Customer Service Mental Health
Resume:
Michelle A. Smith
********.*.********@*****.*** • 412-***-****
Pittsburgh, PA, 15204
I am a seasoned professional seeking an opportunity to advance in my career in human services. Proven history of excellent customer service and a passion for building relationships, understanding individual needs, and making solid recommendations. Critical thinker with effective problem-solving skills. Capable of juggling multiple projects simultaneously and meeting deadlines in a fast-paced environment. Skilled in managing business plans and developing efficient strategies to achieve and surpass established goals.
Relevant Skills
• Servant - Leader by example, meets those served where they are.
• Exceptional communication, relationship-building, and customer service skills.
• Highly skilled at motivating and empowering individuals with resources to overcome barriers to achieving goals.
• Uniquely skilled at coaching and guiding individuals in developing career plans that align with their life goals.
• Strong leadership, mentoring, decision-making, crisis management, and problem-solving skills.
• Excellent time management and organizational skills. Professional Experience
Team Lead 2022 to Present
Community Human Services, Pittsburgh, PA
Facilitate a weekly Women’s Group. Select topics and activities from the UPMC Community Care Behavioral Health Organization. Empower participants with the tools and resources to practice self-care. Communicate mental health awareness as a tool to build self-confidence. Network with stakeholders to ensure appropriate services are accessible.
• Provide multiple levels of care and supportive services for individuals living with one or more barriers such as addiction, mental health, or forensic-involved barriers to secure housing in a domiciliary or independent living community.
• Lead staff with case management, coordinating services, crisis and conflict management, and medication administration.
• Facilitate weekly Women’s Group focused on best practices for managing self-care.
• Collaborate with the program manager and leadership team to develop and implement creative ways to empower and support residents in achieving their goals.
• Develop training and workshops for staff and program participants. Sr. Admissions Representative 2023 - 2024
Chamberlain University, Chicago, IL
Enroll qualified students into their career program of study. Consult with prospective students to determine their career interests and “Why” they are motivated to pursue the next step in their career. Assess their current level of education, work experience, support, financial resources, and what’s needed to prepare them for success in their field of study.
• Make 100 to 150 dials per day and meet or exceed additional KPIs to enroll 3-5 students per 5-week term.
• Connect with prospective students utilizing a consultative approach to relationship building, determine their eligibility, recommend a program to suit their needs, program presentation, and complete enrollment paperwork.
• Coordinate financial aid, orientation, and onboarding during the first week of class. Assist students with submitting required documentation
• Monitor students’ attendance and follow up with students for additional support or concerns. Problem-solving and student retention.
Enrollment Specialist 2023 - 2023
UPMC Mercy School of Nursing, Pittsburgh, PA
Assisted in managing the financial aid life cycle for each semester. Conducted regular meetings to educate students about the different types of financial aid available to students who qualify. Guided students through the process of completing their financial aid documents.
• Made 50 calls a day to contact applied and enrolled students to schedule financial aid reviews.
• Completed financial aid plan with funding sources to cover tuition based on student's eligibility. P a g e 2 4
• Provided excellent customer service collecting documents and checking for completion and accuracy.
• Collected all financial aid documents required for funding, FAFSA, tax documents, additional income documents, residency documents, loan documents, etc.
• Assisted the Financial Aid Coordinator with processing and submitting financial aid documents for aid distributions. Senior Enrollment Coach, Enrollment Management Services 2021 - 2023 Education Dynamics, Boca Raton, FL
Directed the full recruitment and application process for Boston College graduate degree programs and Laurus College specialized skilled/trade degree programs. Consulted with and directed prospective students to relevant degree programs aligned with their interests, goals, and needs. Oversaw the application process, including the academic unit review, application creation, collecting required documents, and providing applicants with guidance and support.
• Established strong rapport with applicants through interviews and ongoing communication to assess interests and goals and match prospective students with programs that best attend to their requirements.
• Spearheaded the decision application process and offered guidance when faced with uncertainty and resistance by maintaining direct contact with students and supplying key information about program features and benefits that meet their desired goals.
• Systematically managed an active pipeline of an average of 500 leads and 80 - 100 applications to hit and surpass targets by securing necessary student credentials and coordinating the application process to meet deadlines. Senior Admissions Representative 2018 - 2020
South College, Pittsburgh, PA
Brought in and advised prospective students about the institution's programs and admissions requirements. Conducted interviews and evaluated academic records to understand prospective students' interests, goals, personal and educational backgrounds, desired career paths, and qualifications. Mentored, trained, and motivated a team of Admissions Representatives, and trained over 20 new hires.
• Efficiently managed multiple CRM systems (SalesForce, CampusVue, Power BI, Broadleaf) to meet enrollment goals and exceeded monthly start goals averaging 2 - 5 new enrollments per week.
• Improved collaboration across education administrative units by proposing and implementing a Communications Committee to promote consistency, support, and a student-first philosophy, and ensure that students experience an opportunity to complete their degrees.
• Mentored and trained over 20 new hires by creating training materials, planning, organizing, facilitating training, and serving as a point of contact while supervising and developing over 25 junior staff. Business Development Officer 2018 - 2018
Center for Employment Opportunities, Pittsburgh, PA Leveraged sites such as Bureau of Labor and Statistics and CareerOneStop to empower participants with self-directed career planning. Created personalized career coaching binders for lifetime use. Communicated the purpose of the information found on these websites. Instructed participants on how to navigate the resources and services.
• Business-to-business development for employers with job opportunities for program graduates.
• Developed career development plans for participants’ job search, resume, and cover letter writing, and mock interviews.
• Coordinated employment and training opportunities for participants.
• Collaborated with various service partners to network services offered to participant needs; financial support services, food housing, health, mental health transportation.
Admissions Representative Career Services Advisor 2013 - 2018 All-State Career School, Pittsburgh, PA
Monitored the enrollment and admissions recruitment cycle and the weekly accountabilities, pipelines, and enrollment projections. Set and measured metrics to improve enrollment and weekly budget goals. Collaborated with local institutions to promote new student referrals. Created networking opportunities through employers and workforce agencies for prospective graduates to help them transition into the workforce.
• Interviewed and selected qualified students, gathered information about students’ interests, education, experience, and goals through direct consultations, offered tours of the institution to students and families, completed the enrollment package, and set expectations for next steps and follow-up appointments. P a g e 3 4
• Created customized outreach strategies for initial contact and follow-ups and employed an efficient time-management system with monthly, weekly, and daily targets to exceed monthly goals, leading to an average of 3 - 5 new students starting per week and 12 - 15 new students per month.
• Provided professional coaching and full-service job placement assistance for graduates by outlining job search and application strategies, interview best practices, and resume and cover letter writing. Case Manager 2016 - 2016
Family Links, Pittsburgh, PA
Coordinated services for participants. Maintained accurate notes. Assisted client in setting S.M.A.R.T. goals and developing an action plan to use as a guide for coaching and accountability. Monitored progress towards goals. Evaluated readiness for exiting the program. Made referrals for barriers that were identified. Documented all activities.
• Conducted intake interviews; developed and managed a case management service plan for 10 – 15 clients.
• Prepared weekly meeting schedule to set goals, plan and prioritize activities, and monitor outcomes.
• Facilitated weekly Life Skills group meetings, and financial literacy, and collaborated with specialized life skills service providers.
• Acted as a liaison with service providers and clients.
• Guided residents through applying for services utilizing the PA DHS website. Career Services Coordinator 2016 - 2016
Community Kitchen Pittsburgh, PA
Spearheaded recruitment to culinary arts workforce development training program. Demonstrated effective interpersonal skills with customers and team members. Utilized passion for helping others with barriers to employment to recruit adults and assist them in navigating barriers to achieving their training goals. Networked with partner service providers to remove the barriers that limit their capacity for success.
• Participated in community outreach activities and events for incarcerated, recently incarcerated, or other individuals with barriers to employment to recruit candidates for the appropriate culinary arts or transitional program.
• Served as a counselor for classroom conflict and crisis management.
• Utilized student management system and community resources to track coaching and referrals made to service partners for food, housing, health, and transportation.
Admissions Representative 2010 - 2012
EDMC South University, Pittsburgh, PA
Prospected for new students interested in starting a new career or making a change in their career. Interviewed students to understand their goals. What is their motivation? Why is it important to them? When they are planning to start? What concerns or barriers are preventing them from taking the next step? Build confidence and create a sense of urgency.
• Diligently recruited new students resulting in meeting or exceeding 100% monthly enrollment sales budget.
• Completed 10-15 interviews weekly with prospective students.
• Leveraged strong knowledge of the university, university programs, benefits, and services to provide information to prospects.
• Worked in partnership with all university departments to ensure a seamless, exceptional student experience.
• Guided applicant through enrollment documents including all supplemental documents as required. Banking Office Manager Licensed Financial Representative 2008 - 2010 Huntington National Bank, Pittsburgh, PA
Deepened the banks' relationship with all stakeholders. Managed growth and expansion of branch assets, staffing, and day-to- day branch operations. Trained and motivated a team of four bankers. Coached and guided staff in setting goals and action plans. Utilized performance plans as a tool for career laddering and supporting employee personal growth and development.
• Created a “Can do Spirit: and energetic sales culture through team-building activities.
• Recruited, selected, and interviewed applicants, subsequently making key hiring decisions.
• Administered new hire orientation and the complete onboarding process.
• Strategically planned training and development for each staff member.
• Managed employee performance plans and reviews that resulted in improved performance, greater productivity, and career laddering.
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Private Client Group Licensed Relationship Manager 2006 - 2008 PNC Bank National City Bank, Pittsburgh, PA
Collaborated with Wealth Management, Mortgage, and Small Business divisions to provide an exceptional client experience. Utilized creative marketing strategies to increase assets under management. Telemarketing, email, and mail campaigns. Each campaign consisted of building relationships and educating clients about products and services available to help them achieve their personal goals such as large purchases, cars, homes, vacations, college planning, retirement planning, and tax planning.
• Managed a portfolio of over 300 private clients with up to $28 million in diversified assets.
• Increased assets to over $30 million under management.
• Set weekly appointments with private clients to get to know them, their families, and their financial goals.
• Uncovered where assets were held and made referrals to appropriate departments to more effectively manage their assets and exceed achieving their goals.
Progressive Positions 1992 - 2006
National City Bank, Pittsburgh, PA
Achieved a solid career in retail banking. Set career goals. Developed and executed a career path for growth. Worked with management and leadership for guidance and support. Collaborated with stakeholders, community leaders, organizations, small businesses, and professional associations such as the Rotary Club, multiple local Chamber of Commerce, and African American Chamber of Commerce State Representative, Harry Readshaw.
• Entry-level banker, achieved promotions leading to a Licensed Office Manager for the retail bank and brokerage division.
• Dual employee responsible for consumer and small business product sales and service alongside investment and insurance sales and service.
• Spearheaded the opening of a new branch in the Garfield Bloomfield Community to serve families and businesses that were underserved in the financial services community.
• Managed the new branch growth by working with families in the neighborhood that were considered “not bankable”.
• Facilitated workshops for basic banking, checking, savings, credit awareness, and additional financial resources.
• Held lunch and learns at West Penn Hospital to expand branch deposits and loan revenue.
• Acquired investment and insurance licenses: FINRA Series 7 & 63, PA Life Accident and Health. Education
MAE Clinical Mental Health Counseling Candidate, Current Chadron State College, Chadron, NE
Master of Science in Leadership
Duquesne University, Pittsburgh, PA
Bachelor of Science in Human Resources
Geneva College, Beaver Falls, PA
Associate of Science in Business Management
Community College of Allegheny County (CCAC), Pittsburgh, PA General Studies
University of Pittsburgh, Pittsburgh, PA
Technical Proficiencies
Salesforce, CampusVue, Power BI, Broadleaf, Zoom, Microsoft Teams, Adobe Connect, DocuSign, Microsoft Office 365, and Google Suite
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