Customer Service Clinical Supervisor
Resume:
CHERYL E. COHEN
********@*****.***
EMPLOYMENT HISTORY:
ST. JOHN’S RESIDENCE FOR BOYS; Aug 2023 – April 2024, Clinical Supervisor, MST -FIT Supervisor, FTC (Family Team Conference) Facilitator
● Certified in Multisystemic Therapy (MST), with a strong foundation in evidence-based practices and a commitment to ongoing professional development.
● Skilled in providing clinical supervision, team leadership program implementation, training, and ongoing support to therapists, ensuring adherence to the MST model and facilitating positive outcomes for clients.
● Proficient in conducting case reviews, applying evidence-based interventions, and collaborating with multidisciplinary teams to enhance clients’ overall well-being.
● Facilitated Family Team Conferences (FTCs), managed scheduling and coordination of FTCs and other meetings.
● Liaised with various ACS units and prepared statistical reports on FTC standards.
● Oversaw the case planners, participated in administrative team meetings, staff training, and planning sessions.
● Coordinated all conferences using Excel and documented FTC outcomes in Connections.
● Conducted ongoing training for staff on FTC processes.
● Ensured compliance with FTC protocols and provided staff with timely documentation of agreements and progress notes in CONNECTIONS. BARRY & FLORENCE FRIEDBERG JCC; June 2022 - May 2023 Director of Membership Experience
● Develop and implement a membership sales plan and strategy to meet monthly membership quotas.
● Oversee the operation of the membership desk and front office team, ensuring efficient and effective customer service.
● Implement and train team members on the sales process, providing guidance and support to enhance their performance.
● Collaborate with the Marketing Department to execute the membership marketing plan, which aligns with the facilities sales plan.
● Conduct facility tours and provide sales presentations to prospective members.
● Handle telephone solicitation, prospecting, and other follow-up activities to generate leads and increase membership enrollment.
● Accurately complete paperwork for new members, ensuring compliance with all relevant regulations and procedures.
● Manage membership additions and deletions, maintaining accurate records and ensuring timely processing.
● Develop and implement a member retention program to foster long-term engagement and loyalty among members.
● Create promotional materials to attract and engage potential members.
● Maintain open communication with the reception desk, providing updates on all programming and events.
● Assume the role of Manager on Duty when required, ensuring the smooth operation of the facility and providing exceptional customer service.
● Demonstrate effective communication and rule enforcement skills to manage participants and maintain a positive and orderly environment. STATEN ISLAND JCC; NY TEST & TRACE PROGRAM; October 2020 - December 2021
Supervisor of Resource Navigation
● Highly driven professional with a strong background in resource navigation and providing support to individuals in need.
● Skilled in overseeing, training, and guiding a team of Resource Navigators to ensure comprehensive and high-quality interviews and linkage to services.
● Deep understanding of local community resources and services, with a focus on addressing the needs of COVID-19 patients and individuals in isolation or quarantine.
● Collaborative approach in establishing connections with community-based organizations (CBOs) to collect and disseminate vetted resources.
● Adept at conducting routine quality assurance monitoring and providing leadership with feedback to enhance protocols and data collection systems.
● Demonstrated ability to collaborate with healthcare and city agencies to ensure up-to-date resource information for referrals.
● Committed to protecting privacy and maintaining confidentiality. PREWAY PREFERRED; January 2020 - October 2020
Office Manager and Bookkeeper
● Manage shipping, supplies, equipment, bills, and other errands.
● Organize and schedule meetings and appointments.
● Responsible for managing office service.
● Responsible for recruiting staff.
● Design and implement filing systems.
● Establish and monitor procedures for record keeping.
● Coordinate schedules, appointments and bookings.
● Monitor and maintain office supplies inventory.
● Handle customer inquiries and complaints.
●Maintain a safe and secure working environment.
KELLER WILLIAMS REALTY; March 2014 - July 2016
Director of Agent Services
● Compile and process all necessary documents and paperwork for licensure, incoming agents, and recruitment packets.
● Create awareness for office activities and engagement utilizing social media and email to inform the agents of upcoming events and training adhering to the Market Center.
●Conduct new agent orientations and teach in-house classes on various agent-related topics.
●Manage online and printable training calendar for the Market Center.
● Reported to, and communicated effectively with leadership. HOMES FOR THE HOMELESS; January 2000 - February 2001 Director of Counseling, Domestic Violence Unit
● Highly accomplished Director of Counseling with a focus on domestic violence issues.
● Proficient in providing individual, group, and family counseling services while also addressing emotional, behavioral, and social issues.
● Skilled in program development, implementation, and evaluation, with a demonstrated track record of improving services and outcomes for survivors of domestic violence.
● A compassionate and dedicated professional with extensive experience in counseling, crisis intervention, advocacy, and community collaboration.
● Committed to promoting empowerment, healing, and safety for survivors of domestic violence via comprehensive counseling services and community outreach initiatives.
EDUCATION:
Long Island University, C.W. Post, Brookville, New York, M.S. in Counseling/School Counseling, 1994
Adelphi University, Garden City, New York; B.A. in Psychology, 1992 SUNY at Old Westbury Campus, Old Westbury, NY; Paralegal Certification, 2018 TECHNICAL PROFICIENCIES: Proficient in connecting devices, Microsoft Office (Word, PowerPoint, Excel, Publisher), Google Suite (Docs, Sheets, Slides, Drive), Salesforce, and Safesheet.
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