Program Manager Customer Service

Robert E. Smith

773-***-**** ****************@*****.***

PROFILE SUMMARY

Respected leader of customer-focused teams; instilled a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Seeking a management position that will allow me to make a significant contribution to the success of my employer.

PROFESSIONAL EXPERIENCE

Support Service Supervisor

Envision Unlimited July 2022 - November-2024

• Supervise the daily operations of the William and Colbert Program by leading a team of Outreach Specialists and Peer Mentors.

• Manage processes and maintain the smooth delivery of services for customer satisfaction.

• Facilitate weekly meetings with staff to review performance against defined service levels and standards.

• Conduct monthly team meetings to discuss deliverables, program changes, and improvement initiatives.

• Lead weekly meetings with nursing home administrators to educate them on the program.

• Complete all required documentation and produce necessary reports.

• Ensure compliance with quality standards within the program.

• Deliver monthly updates regarding performance and trending issues to the management team. Outreach Specialist

Grand Prairie Services Sept 2020 – May 2022

• Collaborated with various nursing home leadership teams to promote health and wellness.

• Promoted the organization and its services to assist class members with moving into the community with support and services.

• Provided information about Grand Prairie Services and its various services.

• Maintained partner relationships.

Health Care Worker

Midwest Family Community Resource / IlliniCare Apr 2018 – Apr 2019 Next Level Health May 2019 – June 2020

• Visited various nursing homes throughout Cook County to evaluate their policies and procedures.

• Interviewed and monitored patients’ mental and physical health conditions to make recommendations for their transition into the community.

• Identified resources designed to assist in improving patients’ wellbeing for their transition. Quality Control Supervisor

Robert Half Sept 2017 – Mar 2018

• Led a team of quality control liaisons in a high-production environment.

• Served as subject matter expert on the quality control process.

• Assigned work to team members.

• Facilitated new hire training and recurrent training as needed.

• Reviewed productivity and provided coaching to assist staff in improving performance. Chicago Voting Poll Inspector

Board of Election, Chicago IL Jun 2017 – Sept 2017

• Functioned as the liaison for Chicago's Board of Election and Aldermen.

• Measured and inspected polling places to ensure standards were met for handicap accessibility.

• Transferred polling places from one location to another. Robert E. Smith

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773-773-***-**** ****************@*****.***

Manager of the Chicago Harbors

Westrak Management 04-2016 -03-2017

• Managed all work activities of employees, students, interns, and external contractors.

• Provided customer service training to staff that enhanced employee performance and helped build a motivated team.

• Enforced government-approved laws, regulations, and policies related to navigable waters and marina property.

• Allotted dock space, berths, and moorings to boat and vessel owners.

• Collected and documented fees obtained from boat owners, for rental and utility services.

• Checked condition of marina facilities, moorage area, dock yard, and moored boats. Account Manager

PC Connection 08-2015 - 04 2016

• Managed IT business accounts for various businesses.

• Developed rapport and maintained strong working relationships with internal and external customers.

• Assessed the customers' needs, presented viable technology options, and worked to move the customer towards a commitment.

• Resolved customer complaints by investigating problems and providing recommendations. Customer Service Manager

Farmers Insurance 08-2014 - 6-2015

• Sold life, auto, and homeowner’s insurance to new customers and upgraded policies for established customers.

• Established new accounts through cold calling and networking.

• Explained the features, advantages and disadvantages of various policies to customers. Mental Health Professional

U-CAN 12-2011– 05-2014

• Completed comprehensive assessments in collaboration with the treatment team with special emphasis on participants’ current functioning, strengths, and abilities.

• Maintained a strong therapeutic alliance with participants through case management, advocacy, and resource assistance.

• Completed all necessary forms, case records and statistical reports in accordance with program guidelines and contractual obligations.

• Directed the preparation of findings and plans for corrective action. EDUCATION

National-Louis University

Master of Science {Written Communication}

Bachelor of Arts {Behavioral Sciences}

Certification: Therapeutic Crisis Intervention, American Red Cross CPR, and Emergency Procedures Training 2011 Mentor of the Year Award presented by Chicago Public Schools Book Author: Justice Delayed Not Justice Denied - Published 2016

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