Customer Service Management
Resume:
Erica Thomas
Clinton, MD *****
Objective:
To utilize professional skills and educational experience to acquire employment in area that offers several growth opportunities.
Skills:
• Proficient in contract management strategies and database contract management applications.
• Superb customer service skills
• Proficient to work with Microsoft Office, Microsoft Word, Microsoft Excel,Microsoft Outlook, and Microsoft PowerPoint
• Education Retention
• Investigation skills
• Organizational Skills
• Case Management
Experience:
State of Maryland, Department of Juvenile Services, Largo, MD June 2005- Oct 2011
Resource Specialist/Case Management
• Responsible for the advising Case Managers the services for implementations
• Advocate and mediate for youth and family concerns related to school, placements, and services
• Examine the progress of youth through graduation from services.
• Customer Service, calling programs and decision makers within those programs to discuss service agreements, and entering data file for management
• Case Management
• Developing and maintaining Case Plan
• Maintaining contact with families, youth, and service providers
• Developing and maintaining programs (ie: Book Club)
• Electronically entering information obtained and reporting upon it in meetings
• Conducting investigations , writing investigative reports, and reporting to the Courts
KinderCare, Bowie, MD Sept 2002- June 2005
Lead Teacher
• Responsible for student case load management - Progression, retention, and Completion
• Developed positive working relationships and rapport with families, staff, and management
• Recognize student issues, evaluate student requests and determine suitable means for resolution.
• Managed all the records of students.
• Management of integrity and security of all student records.
Education:
University of Phoenix, Masters of Psychology: July 2007- February 2009.
Bowie State University, Bachelor’s of Science in Pedology: August 2000- December 2003.
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