Manager Customer Service
Resume:
Melanie Spears
Memphis, TN, *8105
***********@*****.***
Professional Profile A combination of formal education, specialized training, and practical applications attributes to a successful experience in sales and establishing relationships in areas of community advocacy, resource coordination, program planning and monitoring, team building, counseling, crisis intervention and managing clients and professionals in a variety of job functions.
Proficient: Microsoft Word/ Power Point/ Crystal Reports, and Excel.
Bachelor of Science Degree in Business Administration/Manager of Operations Development/Human Resources
Professional Experiences
12/13/2010-07/13/11 Signet Incorporation, Memphis, TN
Collator
Responsible for unloading ,examining and taking inventory of merchandise and products received, recording shortages and overages, assembling and collating orders as specified per clients’ requests, packaging and binding shipments, and completing requirements stated by supervisor.
Major accomplishments: Employment is categorized as ‘as needed’ with pay on a set fee scale. I have received frequent assignments with increases in pay for accurately completing tasks ahead of schedule.
10/06/2007-03/05/2010 Memphis Health Center, Memphis, TN
Special Projects Coordinator/Data Analyst
(Identified and established strong working relationships with individuals and community agencies and networks) Conducted short-term counseling for approximately 600-1,000 (plus) patients
Major accomplishments: Co-facilitated in lowering the infant mortality rate of 3% from the previous year to less than 1% during the operation of the program, lowered the number of premature births from 85% to 68%, reduced low birth weights from 76% to 45%, and made a significant reduction in immediate second pregnancy occurrences within the year of first pregnancies by 40% in comparison to the year prior of 70%.
Created a preventive oral care screening service for expected mothers which included but not limited to cleaning, extractions (within certain stages of the pregnancies), and other services as needed, as a continuous service with a cap of $60 per person
Reduced Memphis Health Center’s (The Center’s) OB/GYN no shows from 80% to 55%
Organized The Center’s van pick to include expected mothers in dire straits
The Prenatal Care Program (PCP) partnered with the Shelby County Health Department to purchase car seats at a minimum cost. The seats were given to participants meeting the requirements of keeping their scheduled appointments and attending a specified number of prenatal sessions. PCP also partnered with Johnson & Johnson, Inc. in providing incentive gifts (toiletries for mothers, fathers, and babies) to be given away in every group session and on every scheduled office visit. Collaborations were also established with other companies and organizations throughout Shelby County.
• Initiated a Pilot program through a $500,000 grant which provided comprehensive prenatal care services to an at risk population
• Developed and implemented weekly phone contact logs to minimize reports of loss cases
• Increased clinic’s OB/GYN patient enrollment 55% more than previous year, thereby increasing center’s overall revenue, making it possible for employees to receive for the first time since the clinic’s existence a 4% bonus at the end of the year
• Co-facilitated in conducting individual and group therapy sessions concerning developing life skills, relationships, prenatal care and parenting skills
• Program encompassed developing and teaching curriculum to assist in reducing the infant mortality rate in the zip codes that received facility services
• Compiled quantitative statistical data analysis forms which provided essential documentations required by State to measure program and department effectiveness
• Furnished and maintained patient files on referrals to community agencies and followed up on actual utilization of services.
• Established problem solving activities that generated an awareness of self-sufficiency and independence by conducting open floor discussions
• Adhered to the confidentiality and privacy acts required by State law
01/19/2005-10/05/2007 UT Medical Group, Inc. (UTHSC), Memphis, TN
Community Liaison/Blues Project
(Performed the function of a community outreach facilitator within a three member interdisciplinary team (team included nurse, social worker) to address the medical, psycho-social, and community needs of the participants) Participants were only allowed into the research program if they were less than 21 weeks into the pregnancy Approximately 200 – 250 participants enrolled per clinic
Major accomplishments: Enrolled and maintained the highest number of participants of the three clinics (Memphis Health Center, Christ Community Frazier, and the Health Loop (Ayers Street) organized to offer weekly group sessions. Classroom sessions attendance remained consistently between 15 – 25 participants each session
• Successfully initiated a Pilot program through a $1.7 million grant which provided comprehensive prenatal care services to an at risk population
• Conducted short-term counseling and provided social support and resource development
• Created and implemented training courses- speeding enrollment and increasing profit
• Assisted in facilitating individual and group therapy sessions concerning life skills, prenatal care, and parenting skills.
• Supplied information and referrals for clients to community agencies.
• Constructed statistical data forms containing confidential information.
• Monitored data through International Review Board (IRB) research procedures.
06/15/2003-01/07/2005 West Tennessee Family Solutions, Memphis, TN
Lead Family Teacher/Counselor /Home Manager
(Taught basic academic and life skills to mentally impaired adults)
Major accomplishment: Transformed the life of- moderate level autistic individual labeled
Physically aggressive, incapable of sharing a home with a roommate to a moderately-high
functioning citizen capable of employment, with the assistance of a coach, able to
fluently converse with others, and willingly accept a roommate. This accomplishment
saved the organization considerably in housing expense and I received an increase in pay
• Influenced, guided, and re-enforced individuals to behave in a manner that was considered socially acceptable enabling their life experiences to be as normal as possible
• Supervised household staff to show respect to individuals by becoming aware and knowledgeable of the Individual Service Plan (ISP) and behavioral requirements
• Compiled and monitored daily service plans designed for the stimulation and well-being of individuals by including medical necessities, and educational and recreational activities Notated and reviewed daily progress notes written by staff, nurses, therapists, and others.
• Conducted monthly staff meetings/trainings
• Maintained compliance with the State of TN Behavioral Mental Health Incorporated (BMHI) requirements for life safety, menu planning medications, etc.
• Monitored and maintained various logs, (work schedules, household expenditures, incident reports, fire drills, transportation, medication, time sheets, disciplinary etc)
• Ensured home maintenance in accordance with all applicable codes
10/1999-06/2002 Methodist/LeBonheur Healthcare, Memphis, TN
Center for Children and Parents,
Family Support Worker/Home Visitation
(I conducted home, school, and community visits on behalf of first time teenage mothers to assist in the introduction of becoming a new mother and guiding them into the role of the change in their responsibilities).
Major accomplishments: More than 85% of teenagers in the program did not have a reoccurring pregnancy and/or spaced at least two years between the next occurrences.
Tutored teens in studies to improve grades, encouraged teens to bond with infants, and if possible participate in social activities to help groom themselves in personal and career skills
• Assessed and managed a caseloads of 25-35 teenage mothers
• Developed trustworthy relationship with teens through regular visits, sharing experiences, and making mutual agreements.
• Taught and reinforced parenting skills
• Performed progressive developmental testing for (Newborn-5yrs.) focusing on noted milestones suggested by the Denver monitoring system
08/1989-06/1997 Memphis City Schools, Memphis, TN/Oakshire Elementary
Substitute Teacher
(Conducted daily classroom activities following the instructions left by homeroom teacher in her absence. Maintained and reinforced behavioral and procedural rules established by Memphis City Schools. Assigned class home work)
02/1990-10/1996 Federal Express Inc. Memphis, TN/HUB
(Several positions held: Aircraft Off/On loader, Input Worker, Self Management Team Recovery of Revenues, Gate Stager) Received Commercial Driver’s License (CDL) drove and operated tugs, various mechanical devices such as off /on load devices, staging equipment, dispatcher equipment. Received training in marshalling aircrafts in/outbound
Scheduled and conducted team meetings. Calibrated various scales
02/1978-01/1988 Holiday Inns, Corporation/Reservation Center, Memphis, TN
(Many promotions were achieved over the years as follows):
Reservation Agent, Customer Service Representative, Special Promotions and Packages Facilitator, Groups and Meetings Sales Facilitator, Control Room Coordinator (Responsible for the center’s security, equipment maintenance, data collection, re-forecasted calls, tracked downtime, call handling time, talk time, performed scheduling and payroll duties, and coordinated special events
Miscellaneous Experiences
Auto Zone, Incorporated – Accounts Payable Clerk-Memphis, TN
Corresponded with approximately 60-70 vendors personally and also via telephone and mail. Checked shipping and receiving documents and resolved any discrepancies. Responsible for keying in accounts payable receipt information.
Miller Protection-Security Agency- Security Agent/ Dispatcher-Memphis
Monitored business and residential customers’ security systems;
Interacted with electricians, set-up crews, business establishments, and homeowners for the security and safety of individuals and properties’, established open communication with Memphis Police Department (MPD) and Shelby County Sheriff’s Department
Education
2009-2010 Bethel University, Memphis, TN
• Bachelor of Science Degree/Business Administration/Manager of Operations Development/ Human Resources –
2004-2005 Southwest Community College, Memphis, TN
• Home Manager Technical Certificate Program
1973-1976 Christian Brothers College, Memphis, TN
• 62 hours in Psychology towards Bachelors
1973-1975 Draughon’s Business College
• Associates Degree in Business/Merchandising/Sales
Skills
Effective communication skills
Persuasive communicator
Effective project presenter
Innovative Team builder
Competent managerial skills
Excellent problem and confrontational skills
Flexible/Multi-tasks skills
Awards/Certificates
“Valuing Diversity in the Workplace”
“Gender Matters: Conference on Adolescent Girls”
Healthy Families America Primary Training as Family Support Worker
Healthy Start 2000 / 2001 Annual Conference
Safety First/Centralized Safety Training/LeBonheur Children’s Medical Center
Chemical Weapons Familiarization/ Aerosol
Non-Violent Crisis Intervention Workshop
Professional Affiliations
American Heart Association (CPR) certified (expire 12/10)
Active Community Association Member (Speedway Terrace)
Mid-South AIDS Fund Volunteer/Circle of Faith/Helping CDC - HIV Stops with Me Program
Methodist Healthcare /Congregational Health Network- Liaison
References upon request
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