Customer Service Member Services
Resume:
Quana Francois
*************@*****.***
Dear Hiring Manager,
I'm applying for a position at your company. Based on the posted description, I'm confident that I am fully qualified for the position and will be a strong addition to your team. I would appreciate a job interview at your earliest convenience. Please find my resume attached.
I can be reached at the number above or at my email address. Sincerely,
Quana Francois
October 2023 to May 2024
December 2021 to May 2023
October 2019 to March 2020
Quana Francois
347-***-**** • *************@*****.***
Work Experience
YMCA
Member Services
● Responsible for all aspects of membership registration and billing, Handle all membership calls promptly with the highest level of customer service.
● Responsible for all third-party billing including, Verifying refunds for programs and memberships and approving processing, via automatic credit to accounts or check requests.
● Manage all programs set up in Daxko Operations. Work with Program Directors on timelines and program information required.
● Manages all Childcare and Preschool billing, including processing paperwork for drafts and collections for monthly billing.
● Verify all required information is provided by parents and Childcare has access to paperwork.
● Responsible for all End of Days from branches for the Associations balancing, working with branch staff if there are issues and bank deposits.
● Complete daily, weekly, and monthly goals as indicated by the supervisor regarding the number of outgoing phone calls and email tickets.
● Effectively track communication with members both in member management software for Center staff and in flow charts for the department.
Walmart INC
Resolution Specialist / Hoops/ Insource
● Engaging with our customers over the phone.
● Conduct timely review utilizing all systems and tools available for an investigation.
● Provide communication support (phone, email, and correspondence) as required.
● Support clients through the escalation and resolution process through emails and phone calls
● Identify callers needing assistance from other departments and provide a “one-time” transfer to the appropriate department or individual within the department in the most professionally based standard practice.
● Develop additional skill sets and enhance knowledge of complete Customer Care functions.
● Create and process work orders for the support team. Actively seek resolution for customer issues in a high-volume environment, while maintaining productivity, quality, and service standards. Collaborate with third-party service providers & business partners.
Kids Learning Academy
Lead Teacher/ Floater
● Assist children with long and short-range activities following curriculum objectives, developmentally appropriate practice, and program philosophy.
● Maintain daily open communication with parents. Maintain confidentiality of families and children.
● Report suspected abuse or neglect to the supervisor. Arrange a classroom environment following program goals and philosophy.
● Maintain a safe and healthy environment.
● Inspect and replace or remove damaged or lost materials. Attend training classes and staff meetings. Keep all appropriate records such as daily reports, curriculum, oh-no & ouch reports, attendance, and timesheets.
● Meet all State regulations and guidelines of Kids Learning Academy. Meet the emotional, social, physical, and cognitive needs of each child. Respond to those needs appropriately and quickly.
● Encourage fellow teachers to contribute to curriculum planning and classroom management.
● Work cooperatively with all other staff members.
● Maintain the highest level of professionalism at all times.
● Assist with meal & snack serving and clean-up.
● Discipline children and recommend or initiate other measures for controlling behavior, such as caring for their clothing and picking up toys and books. Redirection of negative behavior is the leading discipline measure.
● Dress children and diaper children when required. Assist children with self-help skills age-appropriate to do so.
● Observe and monitor children’s play activities.
● Assist children in the completion of activities and skills in the classroom. January 2019 to May 2019
February 2018 to September 2019
August 2018 to December 2018
November 2012 to September 2015
● Perform housekeeping duties such as laundry, cleaning, organizing, disinfecting, and other items as requested. Sanitize all toys and play equipment
Continuum Fiscal Services
Behavioral Health Caretaker
● Provided admission, case management, and follow-up skilled nursing visits for home health patients. Implement patient care plan in conjunction with patient and family to assist them in achieving optimal resolution of needs/problems.
● Assist clients with their activities of daily living and instrumental activities.
● Encourage and support patients' independence.
● Carry out all duties as assigned by the service plan.
● Report patient care/condition/progress to the patient's physician and Clinical Manager continuously.
● Prepare appropriate medical documentation on all patients, including any case conferences, patient contacts, medication order changes, re-certifications, progress updates, and care plan changes. Prepare visit/shift reports, update/summarizes patient records, and confer with other health care disciplines in providing optimum patient care.
● Coordinate appropriate care, encompassing various healthcare personnel (such as Physical Therapists,
● Occupational Therapists, Home Health Aides, and external providers) Tanner Medical Center
EVS / Patient Associate
● Performed daily cleaning and supplying of patient rooms, nursing stations, lounges, lavatories, bathrooms, offices, and any other areas assigned by the standard procedures of Environmental Services.
● Assists patients, family members, and guests in the facility in any way within our means to assure customer satisfaction. Worked with the team and other departments to complete assignments and assist as necessary. William - Sonoma INC.
Seasonal Customer Service Associate
● Engaged with customers by phone, email and live chat. Improve customer service experience. Take ownership of customers issues and follow problems through to resolution.Create an improvement project plan and deploy strategies focused on that plan.
● Keep accurate records and document customer service actions and discussions.
● Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
● Keep ahead of industry's developments and apply best practices to areas of improvement. Develop and control qualitative and quantitative targets.
● Maintain an orderly workflow according to priorities. BAC (OASAS Program)
Senior Case Manager / Housing Specialist
● Provided services for 25 scatter sites apartments for persons who have completed substance abuse treatment and have been clean and sober for at least 90 days.
● Authorized and coordinated support services for transportation, stable housing, and medical and mental appointment.
● Determines eligibility for community-based resources based on present health, social assessment, housing treatment, care, and services
● Provided brief counseling interventions for substance use disorders. Provided mental health and substance services group or individual services.
● Conduct treatment readiness, living skills, service plan, and health/education counseling sessions.
● Provided services to eliminate barriers that can cause the client to relapse or become homeless.
● Maintain documentation of services provided and referrals made.
● Prepare Pre-release documentation for clients with a project release date.
● Serve as a liaison between clients and community-based service providers.
● Make appointments and/ or provide referral information for community-based providers.
● Identify appropriate community-based service providers based on the client’s needs and obtain needed consent.
● Escort clients as needed on critical appointments (court, medical, parole/ probation, etc.)
● Perform necessary follow-up on clients requested for outside appointments, phone calls, and monthly home visits.
● Screen applicants for housing to ensure they meet eligibility requirements for, low-income Housing Tax Credit for New York III Housing Program Category F.
● Report monthly to DHS/ OASAS/HRA In residents' move-ins/ move-outs.
● Collect monthly rental payments, and follow up on client's payment status with National Grid and Con Edison. June 2011 to December 2012
June 2010 to April 2011
September 2005 to August 2010
Assistance client in obtaining benefits (SSI/SSD, SNAP, Medicare, Medicaid, NYCID, and NYCHA/ HUD Rescare Workforce Services INC
Vocational Case Manager
● Provided career guidance and counseling after conducting individual assessments.
● Implement and motor client's employment plan developed by vocational evaluator (WEP) work experience program assignments. Work readiness training, job preparation counseling, and vocational training.
● Handle a caseload of approximately 150-300 clients.
● Worked with participants conducting case management focusing on seeking employment that leads to self- sufficiency.
● Working with clients to maintain an open and active public assistance case.
● Help participants maintain eligibility for ResCare services by way of attendance, job search, and workshop activities.
● Maintained existing linkage to community resources to further the goals of the program and the success of the participants. Assist participants in working with community and social services organizations by serving as an advocate. Authorized and coordinated services such as child care, transportation, supportive/ stable housing, clothing/food, and medical/mental health.
● Prepared reports that are related to the program activities and ensured case documentation was current, accurate, thorough, and compliant with the law, regulations, and established policies and procedures.
● Provided follow-up after job placement to ensure job retention and the elimination of barriers that may impede job retention.
● Document client services and activities in the Rescare management information system ( All Sector, NYCWAY) Assist clients with referrals to outside agencies for employment assistance and follow up ensuring they have all available resources.
● Outreach to clients who have failed to comply with the mandatory appointment and another program. Safe Horizon (Queens Oasis)
Case Manager
● Provided both practical advocacy services and support to domestic violence survivors and their children in a residential setting.
● Conduct intakes and assessments with potential residents.
● Worked with residents to formulate and maintain relevant, meaningful case plans.
● Developed and maintain case records that document services provided to residents.
● Provided concrete case management and current, effective resources to residents.
● Advocated on behalf of residents with city agencies and other service providers.
● Meant regularly with residents to endure the family is on track with case plans.
● Participated in staff meetings, case conferences, and other meetings as needed.
● Facilitate /co-facilitate support groups as needed, building a service partnership with related community-based organizations.
● Assisted in obtaining a police report, order protections, and safety prep plans. Assist with Work Advantage housing packets, and NYCHA applications.
New Alternative For Children INC
Waiver Service Provider/ Case Aide
● Interact with clients and families in various settings including biological, pre-adoptive, foster homes, schools, and neighborhood, community, and group care settings.
● Collaboration with clients, prepare (DSP) detailed service plan.
● Worked with clients to break through barriers in clients' goals and assist clients in advocating for their self and moving towards self-sufficiency.
● Assist clients in attaining their goals by identifying and referring clients to appropriate services both within and outside the agencies.
● Counsel clients in dealing with such issues: behavior, educational progress, family dynamics, mental and physical health, housing, personal finances, substance abuse, and mental and physical trauma.
● Monitor clients’ progress toward their goals via weekly face to face with weekly meetings and weekly progress notes.
● Responsible for reporting and collecting quarterly OMRDD ( office of mental retardation and development disabilities)data, attending monthly family support meetings, and Brooklyn Consumer Council meetings.
● Assist with field work such as home visits, follow-ups, recreation activities, and other duties and
● responsibilities assigned by the agency.
Education
● Cornell University :Business and Economics certificate
● Long Island University (Brooklyn Campus): bachelor in psychology
● Notary
References
Available upon request.
Contact this candidate