Customer Service Manager
Resume:
Marion Hamlin
Newport News, VA, 23606
Home 757-***-****
Cell 757-***-****
E-mail: ***********@*****.***
Objective: Conduct assessments and engage in applying knowledge and leadership skills in managing projects, and working with individuals, families, community groups and/or organizations. Demonstrate communication/facilitation skills in building community partnership structures.
Education:
Norfolk State University, Norfolk, Virginia
Master of Social Work May 2011
Saint Leo University, Langley AFB Hampton, VA
Bachelor of Art in Sociology December 2006
Certificates
Leadership Inst Training
Office on Children, Youth & Families December 2007
Wilmington College, Wilmington, Delaware
Women in Criminal Justice Certificate November 2005
Critical Stress Management Certificate
May 2004
International Black Women’s Congress, Inc.
Norfolk, VA
Comprehensive Risk Reduction Counselor April 2011-May 2011 CRC provides multiple sessions of client-centered HIV risk-reduction counseling. It helps clients initiate and maintain behavior change to prevent the transmission of HIV; it also addresses competing needs that may make HIV prevention a lower priority. CRC addresses the relationship between HIV risk and other issues such as substance abuse, mental health, social and cultural factors, and physical health. Prepared clear and concise reports. Ability to communicate complex ideas effectively, orally, and in writing.
• Decreasing the number of sex partners and needle-sharing partners
• Increasing use of condoms
• Adhering to medication
• Taking an active role in medical care
• Abstinence
• Referral to needed psychological, social, and medical services affecting risk behavior (e.g., treatment for mental health and substance abuse, diagnosis and treatment of sexually transmitted diseases)
Hampton Newport News Community Services Board
Hampton, VA
Comprehensive Outpatient Service Therapist Jan 2011-Mar 2011
• Counsels individuals or groups regarding psychological or emotional problems, such as stress, substance abuse, or family situations, using evaluative techniques, and develops and implements therapeutic treatment plan in a medical setting; Interviews patient to obtain information concerning medical history or other pertinent information.
• Observes client to detect indications of abnormal physical or mental behavior.
• Plans and administers therapeutic treatment, such as behavior modification and stress management
therapy to assist client in controlling disorders and other problems.
• Discusses progress toward goal with client.
• Refers client to supportive services to supplement treatment and counseling.
Hampton Newport News Community Services Board
Hampton, VA
Case Manager Adult Mental Health/Social Worker Intern Aug 2010 - Dec 2010
• Coordinate the integration of social services/case management functions into the client care, discharge, and home planning processes with external service organizations, agencies and facilities.
• Act as client advocate: investigates and reports adverse occurrences, and performs staff education related to resource utilization, discharge planning and psychosocial aspects of client’s ecological system.
• Promote effective and efficient utilization of clinical resources.
• Mobilizes resources and interviews, as needed, to achieve expected goal to assist in achieving desired clinical outcomes within the desired period.
• Assess client’s care required throughout continuum of care for diagnosis, and procedures. Complete psychosocial assessment. Assess clients.
• Enhance collaborative relationships to maximize the patient’s and family’s ability to make informed decisions. Collaborate with clinical staff in the development and in handling special cases or clients needs.
Newport News Department of Human Services
Newport News, VA
Adult Protection Services/Case Manager/Social Worker Intern Aug 2009-April 2010
• Adult Protection Services Workers provide to at-risk-adults age 18 and older, due to age or disability, who are incapacitated adults unable to protect themselves and have no one to advocate on their behalf.
• As a Social Worker/Case Manager duties included servicing reports of Abuse – physical or sexual; Neglect from a caregiver or self; and Financial Exploitation or while receiving care in a community, general or specialized hospital, rehabilitation center or other treatment center
• Also provided companion services, made referrals for caregiver support programs, meals on wheels, help with prescription drugs, paying rent to stay in home or apartment, assist with transportation to and from appointments.
The New Y-Capp
Newport News, VA
QMHP/In-home Intensive Family Counselor June 2009-Feb 2010
• Provided assessment of family needs by developing & implementing service plans to address the needs of adults, children & families, counsels & provides services to individuals & families by focusing on family preservation & family reunification, monitoring progress of clients, and implementing court ordered services. Provide an array of services for children who have been identified by school officials, parents, and/or other professionals as presenting mental, behavioral, and or emotional illness resulting in significant functional impairments in major life activities.
• Coordinate and oversee the initial and ongoing assessment activities, initial development and ongoing revision of person centered plan; monitoring of implementation of plan.
• Coordinate with community agencies to carry out the treatment plan.
• Provide direct services. Provide support, counseling and education to participants who are at risk of being moved into an out-of-home placement or being transitioned to home from an out-of-home placement due to a documented medical need.
Surrogate Mother for Newport News School Board November 2002- Present
Newport News Juvenile Domestic 1995-1999
Court Appointed Special Advocate
First Home Care
Portsmouth, VA
Therapeutic Foster Parent April 2002-Nov 2004
• Provider for children and adolescents who require out-of-home placement. Delivered a variety of differential levels of service tailored to meet the individual needs of our youth.
• Provided support, advocacy, comprehensive, co/care, medical, parenting, and guidance.
Lutheran Family Services
Hampton, VA
Therapeutic Foster Parent April 1995-April 2002
• Provided children who require highly intensive support and services to live successfully in family situations.
• Good use of Developmental assets that provided external support. Embraced a stable support system for my children.
Customer Service Work Experience:
Wal-Mart Corp, Newport News, VA December 2010- Present
Sales Associate/Operator
APAC, Newport News, VA November 2004-June 2009
Customer Service-Tracking/ Claims UPS
• Effectively research and maintained special accounts for clients. Ensured progression of packages, for accuracy.
• Resolved client’s questions and problems. Maintained commitment to providing World Class Customer Service to franchise family and retail customers.
• Great listening skills use sound judgment and responds in accordance with establishing objectives, goals, and procedures.
• Committed to providing personalized and professional solutions while supporting our core value.
NCO FINANCIAL, Hampton, VA April 2000- June 2002
Quality Assurance Specialist and Telemarketing Coach
• Processed and followed-up activities, related to all aspects of quality within the outbound and inbound telemarketing channel.
• Ensured accuracy of information and quality by monitoring telephone calls, recommending improvements, set goals to ensure payment from financial accounts.
• Calibrated calls for feedback and training
NCO FINANCIAL, Hampton, VA April 2000- June 2002
Collection Specialist for American Express and Start Up Dept for Capital One
• Obtain payment arrangement to bring accounts out of collection. Transfer of credit lines.
• Communicated with delinquent over the limit cardholders to obtain late payments or non sufficient funds amounts. Adjust fees and charges.
• Reviewed and analyzed financial situations and arranged repayment programs within procedural criteria. Sent mail to customers to request payment of delinquent amount and restrict use of high balance accounts.
• Maintains accurate documentation of all cardholders .Responds to calls from irate clients... Solicit the collection of assigned accounts. Responded to attorney/ client inquiries regarding charged off accounts
GE CAPITAL Hampton, VA February 1989-August 1999
Collection Specialist
• Outgoing/incoming calls to delinquent customers to negotiate payment arrangements, repeated recognized for high performances.
• Skip tracing: investigates and gather information to determine alternative methods for contacting unreachable clients.
Achievements:
Keeping Our Kids Safe, Channel 48 February 2008
• Reinventing The Mentoring Program
Virginia Pilot
• GE Top Performer April 1994
Professional Organizations:
City Of Newport News Office on Children, Youth & Families Mentoring Task Force Feb. 2007-Present
Providence Baptist Youth Ministry Board February 2006-Present
Ace-It tutorial/Mentor Hebron Cornerstone Church, Norfolk, VA June 2006-March 2007
NNDHS Holiday Volunteer Newport News, VA December 2006
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