Customer Service Case Manager
Resume:
Antoinette Jefferson
**** ******* ******, ************, ** 19138 267-***-**** *******************@***.***
Objective
I am currently looking for an employment opportunity, in an environment that offers a greater challenge, increased benefits for my family, and the opportunity to help a company advance efficiently and productively.
Skills
Effective communicator
Quick Learner
Excellent patient care and customer service skills
Dedicated and careful with high level of accuracy and excellent attention to detail
Outstanding computer knowledge: Microsoft Office (Word, Excel, Power Point, and Outlook).
Experience
CASE MANAGER SPRINGBOARD COMMUNITY SERVICES, BALTIMORE, MD NOVEMBER 2023-FEBRUARY 2025
Conducted initial comprehensive assessments to assess client needs and goals.
Provided extensive education on risk prevention to clients, their families and support groups.
Connected clients with necessary resources and services, empowering them to achieve stable and fulfilling lives.
Participated in the planning and implementation of group activities as assigned.
Assisted individuals that are homeless in gathering all documents necessary to complete a housing program enrollment.
Maintained up-to-date documentation on participants in the confidential electronic files system used by the agency and the Homeless Management Information System (HMIS).
CAREER NAVIGATOR HOUSE OF RUTH MARYLAND, BALTIMORE, MD OCTOBER 2022-OCTOBER 2023
Assisted victims of intimate partner violence with workforce development.
Facilitated the assessment and planning of person-centered, career plans to help clients achieve stability in the area of employment.
Used motivational interviewing to assist clients in developing action steps to accomplishing their respective career goals.
Facilitated services for clients that include career identification, resume building, job search, financial literacy, mock interviews, and budget management training.
Communicated and collaborated with case managers and other service providers regarding client goals progress.
Provided support that positively affected job retention through teaching, coaching, and mentoring. Accurately recorded income, services, case notes, employment placements, and retention in Efforts to Outcomes (ETO).
Established and cultivated partnerships with community-based support services, to connect clients to all available and appropriate resources.
SERVICE COORDINATOR HOUSE OF RUTH MARYLAND, BALTIMORE, MD JULY 2020-OCTOBER 2022
Provided comprehensive, holistic, wraparound case management services to support the needs of men and women who were victims if intimate partner violence.
Linked and referred clients to appropriate agencies, services, and/or organizations to address the client’s: employment, social services and mental health needs within the program.
Developed individualized goal plans to address long-term and short- term goals, employment, housing referrals and budgeting to ensure program success.
Conducted weekly or as needed 1-on-1 home visits to support client goal plans.
Entered client engagement activity in the Efforts to Outcomes (ETO) database.
Developed and updated resource/referral list of support organizations that address needs of program residents; including but not limited to employment, workforce development, housing options, financial resources, entitlements, and healthcare.
OPERATIONS MANAGER HOUSE OF RUTH MARYLAND, BALTIMORE, MD AUGUST 2018-JULY 2020
Assisted with overseeing the safety and security of guests and overall overnight operations of the emergency shelter.
Provided daily documentation and statistical reports of shelter activities and guest relations.
Completed intakes and the overall assessment of incoming guests.
Assisted guests with locating various transportation options to various appointments Completed paperwork in order to execute the proper assistance for guests.
Distributed cleaning supplies to clients in an effort to upkeep the shelter environment.
Monitored the 24-hour crisis line where I assisted victims of intimate partner violence with shelter placement or community referrals, completed evening shift report and sent a mass email to all staff, and scheduled taxi and school bus pick-ups for clients and their children.
Responsible for turning over shelter rooms which included 80 beds in a hotel style setting.
Maintained the upkeep of the shelter which included the common areas, bathrooms, dining area and building exterior.
HOME HEALTH/ DIRECT CARE AIDE AGING AND COMFORT, PHILADELPHIA, PA SEPTEMBER 2014-APRIL 2018
Maintained care with the elderly population by adhering to the care plan for each client.
Ensured that daily meals were prepared in accordance with patient dietary restrictions.
Assisted patients with daily activities including light housekeeping.
Provided transportation to and from medical appointments.
Prepared daily reports of patient activities.
Ensured that patients took daily medications.
ENVIRONMENTAL SERVICES SODEXO/PENN PRESBYTERIAN MEDICAL CENTER, PHILADELPHIA, PA JULY 2016-FEBRUARY 2017
Accurately completed cleaning process in all rooms, including dusting, removing trash, and mopping.
Demonstrated competence in functioning with and around patients and medical equipment.
Completed other scheduled cleaning processes as defined and assigned in all areas of the hospital.
Maintained Environmental Services work preparation areas in a neat, orderly fashion.
Distributed clean linen to patient use areas an exchange linen cart system.
Completed other assignments and duties as determined by management.
SUPPLY TECHNICIAN ARIA HEALTH HOSPITAL, PHILADELPHIA, PA FEBRUARY 2014-MARCH 2016
Supplied clean linen to the units and also picking up the dirty linen from the units.
Ensured that all the units were stocked with all necessary materials and products.
Carried mobile internal phone around the facility, so that doctors and nurses could contact me for all needed supplies throughout the work day.
Accommodated patients via the hospitals’ mission statement by providing requested supplies directly to patients and their families while visiting the hospital.
ENVIRONMENTAL SERVICES COLLING CLEANING COMPANY, PHILADELPHIA, PA MARCH 2011-SEPTEMBER 2014
Cleaning patient rooms in various nursing home facilities on behalf of the company.
Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
Polished glass surfaces and windows.
Polished all metal hardware fixtures.
Disinfected and mopped bathrooms to keep them clean.
Used chemicals, bio meds, and other cleaning equipment in a proper, safe, and responsible manner.
SUPPLY TECHNICIAN CHILDREN’S HOSPITAL OF PHILADELPHIA, PHILADELPHIA, PA JANUARY 2011-SEPTEMBER 2014
Responsible for maintaining certain portions of the pharmaceutical and surgical materials inventories and supplied various units with these supplies, and so that doctors and nurses were prepared for their procedures.
Used knowledge of medical terminology and responded quickly to all requests (including STATS) from various units.
Assisted the customer service department with answering phones and charging patients for supplies.
PATIENT CARE ASSISTANT REP CHELTENHAM REHABILITATION CENTER, PHILADELPHIA, PA APRIL 2005-JANUARY 2006
Assisted with personal cleanliness, oral hygiene, making beds and straightening rooms.
Transported patients to other departments and operation unit of the hospital.
Distributed patient education materials.
Faxed, copied, and filled LPN paperwork when assigned.
Signed patients out when they exited the facility to visit with their families.
Completed daily reports and processed paperwork for insurance claims.
Communicated walk-thru’s to share patient information with LPN’s and doctors.
Completed end-of-shift reports at the end of each shift to communicate pertinent shift information.
Education
Bachelor's degree in Philosophy
Strayer University-Pennsylvania - Philadelphia, PA
August 2005 to May 2009
High school Diploma
Murrell Dobbins AVTS-Philadelphia, PA
September 2001 to June 2005
References
Will submit upon request.
Contact this candidate