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Customer Service Manager

United States
August 16, 2012

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Summa A. Thompson

**** **** **** ****

China Grove, NC 28023

980-***-**** mobile

Objective: Experienced in management MBA professional seeking to obtain employment in a dynamic work environment that will allow me to utilize my human resource and program management skills while contributing to the company’s overall success.

Qualification Summary

• Abundant transferable skills

• Excellent analytical marketing skills

• Excellent customer service and communication skills

• Skilled in design and implementing services

• Proficient in Project Management Software and Microsoft Office

• Proven interpersonal and leadership skills, necessary for effective management

• Strong relationship building skills and ability to interact with diverse populations

• Quantitative skills are required, particularly around the design, implementation, and analysis of survey data

Work Experience

North Carolina Dept of Commerce Division of Workforce Solutions 2010-Present

Employment Consultant/Case Manager

• Effectively oversee a case load of 100-150 participants of Federal program (TAA)Trade Adjustment Assistance to design to provide reemployment services, case management, and training, income support payments through UI and TRA benefits, HCTC insurance, RTAA, job search and relocation.

• Screen qualified employees for employers, assist with compensation and benefits packages, training programs, liaise with external agencies and provide referrals for job seekers.

• Comply with the regulations and stay abreast of Training Administration of the U.S. Department of Labor.

• Evaluate and analyze demographic trends, occupational employment, and industry employment.

• Responsible from the processing of accounts payable through maintaining records, documentations, vouchers, invoices, and spreadsheets to verify and post details to stay abreast of current payment transactions

• Provide superior customer service to local population seeking employment assistance. Assess the needs and qualifications, research appropriate services and motivate and guide clients as necessary.

• Assist with Unemployment Benefits, prepare statistical reports, and conduct quality control reviews. Provide training for staff, technical support, and problem solving for interested parties to claims. Interpret new state, departmental and agency rules and implement changes.

Adolescent & Family Enrichment Council 2011-Present

Visitation Facilitator

• Provide visits as outlined by the referral source which may include hands-on assistance and

education to the family in an effort to meet goals.

• Participate in ongoing assessment and evaluation of the family’s goals.

• Provide written and verbal feed back to clients regarding their conduct and progress in the visit. Participate in monthly agency-based training sessions. Participate in weekly face-to face supervision with Supervisor

Youth Adult Care Management 2008-2010

Case Manager/CSP

• Facilitate access and direct recipients to services

• Implement/work within Medicaid and HUD guidelines/HIPPA policies and procedures

• Crisis response 24/7, manage direct care staff and provide supervision to staff

• Coordinate and link individuals with local agencies to obtain resources

• Monitor performance and implementation of these responsibilities to direct care staff

• Manage staff to assess the emotional and medical needs of assigned clients and families to determine the support needed, formulate a plan of interaction based on assessment of client and family.

Monarch Behavioral Inc. 2007-2008

Case Manager

• Provide mental health counseling services by evaluating the needs of each adult consumer and administer clinical supervision to care staff

• Monitor performance and implementation of these responsibilities to direct care staff

• Collaborate/facilitate support services from various agencies; organize community involvement, coordinate, link and monitor services of each consumer. Facilitate clinical coaching/corrective action process or rewards and recognition program as deemed appropriate

• Perform business to business marketing of the services

Rowan Cabarrus Community College 2006-2007

GED Instructor

• Individually consulted with GED students to evaluate the adult student’s level of ability and skill level in the five GED subject areas (math, social studies, science, reading/language arts, writing)

• Created an individualized plan of study for each student to achieve GED goals based on individual ability levels.

• Taught students by using a variety of methodologies, e- learning, ranging from individualized instruction to small groups as well as classroom lessons utilizing computer-assisted programs.

• Collaborated with and assisted staff members in assessing and helping students resolve health, behavioral and learning problems. Administered practice GED tests and maintained a cumulative record folder on each student.

• Performed basic attendance/record keeping and maintained a safe classroom environment conducive for effective learning. Facilitate learning through classroom activities, distance learning experiences, workforce development, and out-of-classroom activities Actively participate in continuous improvement planning through the assessment of learning outcomes at the course and program levels

Professional Organization

Member of Cabarrus Co Regional Society for Human Resource Management

Community Actives

Stately Lady/University Ambassador, North Carolina State University

Cabarrus County Department of Social Services

Mentor at Risk Youth


Federal Trade Adjustment Assistance Training

State of North Carolina Employer Relations Training

State of North Carolina Pathways to Employment Training


Master of Business Administration

Strayer University, Charlotte, NC December 2005

Bachelor of Arts in Sociology & Anthropology

North Carolina State University, Raleigh, NC May 2002

Associate of Liberal Arts May 1998

Louisburg College, Louisburg, NC

Excellent References available

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