Customer Service Management

SHANA BLAIR, MBA

*** ******* *** • Plainfield, NJ, 07060

908-***-**** • *.*********@*****.***

HUMAN RESOURCES ASSISTANT

Accomplished team-builder with over 8 years of experience motivating others in high-demand environments. Uniquely calm under pressure, with proven track record of efficient operations management. Especially skilled in helping others achieve their personal and professional potential while simultaneously innovating effectiveness. Adept at negotiating individual and organizational needs while managing multiple projects to the highest ethical and legal standards.

Personnel Training, Development, and Mentorship • Team Building • Multi-Project Management

Patient Appraisal • Conflict Resolution and Crisis Management • Quality Control • Regulatory Compliance

Case Management • Clinical Services • Customer Service and Relations • Document Processing

Healthcare Claims Negotiation and Processing • Personal and Group Counseling

Public and Motivational Speaking

EDUCATION

Master of Business Administration in Human Resource Management

Walden University, Minneapolis, Minnesota

Bachelor of Arts in Psychology

Winston-Salem State University, Winston-Salem, North Carolina

PROFESSIONAL EXPERIENCE

SAINT CLARE’S HEALTH SYSTEM. Boonton, New Jersey. 2007-present

County’s largest non-profit provider of behavioral health services and community-based healthcare; ranked amongst the top hospitals in the state.

Behavioral Health Counselor: Direct intake and care of high-need psychiatric patients. Manage therapeutic groups and assess appropriate actions for optimal treatment. Monitor patient progress and development, from intake to release.

• Carefully evaluate individual needs; implement and monitor treatment based on said observations.

• Motivate patients in both one-to-one and group counseling sessions.

• Create welcoming environment and ‘safe space’ for patients in exceptionally high-stress situations to express needs and develop life skills.

• Coordinate and streamline communications between patients, administration, and staff.

• Plan activities and tailor the same to emphasize needed skills; identify strengths of individuals to build confidence and self-sufficiency.

• Interview new patients and orient them within the unit.

• Manage sensitive medical documents, improving accuracy; ensure adherence to the highest ethical, legal, and medical standards.

• Guarantee safety of all patients, staff, and administration.

• Ensure that operations of high-demand hospital unit run smoothly and effectively.

• Personally direct basic care of the unit’s most vulnerable individuals.

SHANA BLAIR, MBA • Page 2 • *.*********@*****.***

COMMUNITY HOPE. Parsippany, New Jersey. 2006-2008

Group home facilities, helping 300+ individuals daily recover from mental illness and addiction.

Counselor: Supervised activities and monitored medication levels of patients. Assessed patient progress and maintained meticulous records of same. Administered crucial medicines. Assisted community members in necessary tasks.

• Oriented new patients and familiarized them with community procedures.

• Organized and directed special activities and events; directed therapeutic team-building.

• Produced precise records, documenting each patient’s progress; recommended adjustments in treatment and medications as necessary.

• Reconciled individual and community needs, ensuring that each patient’s needs were met while maintaining program protocol.

OFFICE DEPOT. Winston-Salem, North Carolina. 2004-2006

Outlet of national retail company, specializing in office supplies.

Customer Service Associate: Managed customer transactions. Served as point-of-contact, supplying customers with product and brand information. Resolved service issues. Answered customer questions and addressed concerns. Performed clerical duties, including compiling fax and copy projects for customers. Assisted in store-wide operations. Assumed leadership position as store ‘key holder’.

• Positively impacted team performance through training and mentoring of incoming staff.

• Increased customer satisfaction through expert resolution of customer complaints and coordination of staff response.

• Improved accountability of cashiers by conducting register count.

• Served three times as Brand Ambassador (employee of the month).

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