Manager Customer Service
Resume:
Christine Ann Brand
Cincinnati, Ohio, *****
*********@*******.***
Career Profile:
Innovative social worker with the ability to create resourceful solutions. Trusted manager who builds a strong rapport with staff and customers. Tackles problems with diplomacy, tact and skill. Black Belt in Six Sigma and LEAN processing.
Competencies:
Strong customer service
Creative problem solving
Works collaboratively with other organizations
Project management experience
Accomplishments:
Maintained 95% satisfaction rate from Forum on Aging conference attendees for a 2 year period
Reduced call abandonment rate in Information and Referral from 4.6% to 3.5%
Direct operations accountability which included departmental budgets, hiring, training and supervision of staff (with 100 employees for 9 years)
Instrumental in the development of the case management department of a new program.
Worked with team on outcome measures, surveyed client population regarding program satisfaction, gathered opinions and expressed new ideas.
Oversaw all aspects of the case management department
Experience:
Macy’s Department Store May 31, 2011 to October, 2011
• Customer service professional, full time
• Cashier
• Merchandising
Council on Aging, Cincinnati, Ohio March 1993 to December 2009
Managed the day to day operations of all my departments
• Worked on staffing issues
• Completed and monitored departmental budget
• Reviewed and approved Policies and Procedures
• Developed and completed staff training
• Representing the agency at State meetings.
• Promoted eight times throughout tenure at agency due to strong work ethic:
Supervised the Intake Department
Supervisor of Assessment, Pre-Ad
Supervisor of Assessment, ESP/PSP
Supervisor of Case Management, ESP
Liaison of ESP with community partners
Manager of Intake Department
Manager of PASSPORT Case Management
Long Term Care Manager/ Passport/ESP
Manager of Community Resources and Information
Daly Park Nursing Home, Cincinnati, Ohio March 1991 to March 1993
Director of Social Services
• Restructured the social services department to include admissions and a social work assistant. Responsible for marketing the facility,
• Supervised caregivers taught parenting skills and demonstrated crisis management skills by training for the nursing assistants.
• Promoted to Director of Social Services and Admissions within several months of working there due to strong work ethic.
Children’s Protective Service, Cincinnati, Ohio June 1980 to March 1991
Case Manager
Adoption Case Manager
• Supervised caregivers, taught parenting skills, and demonstrated crisis management skills by communicating in a calm, professional manner.
• Investigated families with accusations of abuse, neglect or exploitation of children.
• This at times included court appearances to remove children from the parental home and placing them in foster care.
• Generated reports for trial approval of Adoptions
• Researched adoptions monthly to ensure accurate court reporting
• Communicated and cooperated with all members of the legal system in an effort to protect the child’s best interest.
• Probate Court Adoptions worker and completed all private adoptions
• Investigations for Hamilton County in custody matters and made recommendations to the court.
• Generated reports for trial approval at Adoption hearings.
• Researched adoptions monthly to ensure accurate court reporting,
• Communicated and cooperated with all members of the legal system in an effort to protect the child’s best interest
St. Joseph Parish, Cincinnati, Ohio February 2011 to Present
Grant Writer, Volunteer
Research pertinent information to submit various grants to generate funding for advancement of technology, maintenance as well as health/wellness initiatives for the community.
EPIC House, Cincinnati, Ohio January 2011 to November, 2011
Board Member
• Provide input and insights for the strategic plan
• Assist with the development of the web site
Education:
College of Mount St. Joseph, Cincinnati, Ohio 45238
Bachelor of Arts in Sociology
Technology Experience
Microsoft Excel, PowerPoint, and Word; PIMS, ESP, MDS agency specific software
Additional Training
International Society of Six Sigma: Black Belt, 2010
MDS for Social Services and Activities, 2011
Licensed Social Worker (LSW) 1987
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