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Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Work History
Care Coordinator Scheduler 01/2014 to Current
One Call Care Management - Parsippany Troy Hills, NJ
  • Assessed patients and documented their medical histories.
  • Managed various general office duties such as answering multiple telephone lines, word processing , data entry, completing insurance forms and mailing monthly invoice statements to patients.
  • Verified patients' eligibility and claims status with insurance agencies.
  • Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
  • Prepared patient charts, pre-admissions and consent forms as necessary.
  • Pre-certified medical and radiology procedures.
Team Leader 06/2012 to 01/2014
Berkley College Woodland Park, NJ
  • Mastery of customer service management systems and databases.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Managed high call volume with tact and professionalism.
  • Initiated operations improvements to improve overall call center productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Managed call center from initial start-up to full operational status.
  • Met or exceeded service and quality standards every review period.
Micro Center Paterson, NJ
  • Described product to customers and accurately explained details and care of merchandise.
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Associate of Applied Science: Passaic County Community College - Paterson, NJ Top 10% of class Student government representative Emphasis in Radiation Therapy
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Professional Summary
Compassionate social services professional with paid and volunteer experience working to improve the lives of marginalized communities that include refugees, immigrants, low income families, substance addicted clients, and children involved in foster care.  My strengths include culturally sensitive case management, strengths based approach, and the ability to remain calm in crisis.
  • LMSW
  • Skilled in intake interviewing
  • Crisis Intervention
  • Ability to work in fast-paced environments
Work History
Needs and Mobile Assessor , 02/2017 to Current
Willowbrooke at Tanner/Villa Rica Villa Rica, GA
  • Supplied crisis intervention and substance abuse services to patients in the community.  Provide crisis counseling for children, adult, and families as needed. 
  • Interviewed and evaluated clients, including conducting safety and risk assessments.
Social Services Specialist, 04/2016 to 02/2017
Georgia Division of Family and Children Services Bartow & Carroll County, GA

  • Developed treatments and casework programs for an average of 15 clients each month.
  • Interviewed and evaluated clients, including conducting safety and risk assessments.
  • Testified at permanency  hearings regarding patients' history and present behavior; testified under oath to help court make custody decisions
School Social Work Intern, 08/2015 to 05/2016
Carroll County Schools Carrollton, GA
  • Provided individual and group therapeutic counseling to students and their families.
  • Maintained regular contact with clients, including visiting clients' homes.
  • Offered therapeutic services and crises intervention to emotionally disturbed children and adolescents.
Women's Center Care Coordinator, 10/2015 to 03/2016
WellStar Cobb Hospital Austell, GA

  • Conducted bio-psychosocial assessments of clients to determine level of services needed.
  • Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
  • Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources.
MSW: MSW, 2016
Boston University - Boston, Massachusetts

Bachelor of Arts: Early Childhood Education, 2008
Ashford University - Clinton, Iowa
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Dedicated and focused, excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority.
  • Event and meeting planning
  • Crowd Compass Event App Administration
  • Microsoft Office proficiency including Word, Excel, Power Point and Outlook
  • Self-directed
  • Managing multiple priorities
  • Executive management support
Franchise Administrative Assistant
Wichita, KS
Freddy's Frozen Cutard & Steakurgers/ Mar 2012 to Current
  • Plan conferences involving franchisees, vendors and corporate staff: Responsible for all registration of franchisees and vendors for conferences. Coordinate hotel arrangements for corporate staff.  Enter all relevant information into and assist with design of conference app using Crowd Compass. Work with hotel as on-site contact during event.
  • Coordinated  and assisted with catering events.
  • Coordinate conference room and company information for visiting potential franchisees.  Create and maintain Power Point presentation for these meetings.
  • Maintain restaurant and franchise information in database.
  • Receive and track certificates of insurance and legal documents from franchisees.
Customer Service Representative
Wichita, KS
Midwest Single Source/ Jun 2010 to Mar 2012
  • Supported 4 Account Executives by preparing promotional presentations for customers, coordinating printing projects and researching pricing and vendors for out of the ordinary items.
  • Entered orders for customers for office supplies, apparel, printed projects and other promotional items.
  • Answered customer phone calls and assisted with any questions or issues.
  • Acted as account representative for customer by being solely responsible for all of their requests.
  • Backed up other customer service representatives and receptionist.
Client Care Coordinator
Wichita, KS
Comfort Keepers/ Jan 2009 to Aug 2009
  • Assisted in the supervision, correspondence with and scheduling of 35-40 caregivers.
  • Maintained schedules, correspondence and files for 45-50 clients.
  • Assessed, signed up and created schedules for new clients.
  • Performed accounting functions such as payroll, invoicing, and receiving payments.
  • Created, printed and distributed internal newsletter.
  • Collected information for monthly reports for management and royalties payable to the corporate office.
Medical Office Coordinator
Newton, KS
Central Care Cancer Center/ Nov 2005 to Sep 2008
  • Assisted two physicians, three nurses and other medical staff with daily secretarial duties.
  • Worked with Office Manager to create and place advertisements promoting the center.
  • Greeted all patients.
  • Answered multi-line phone.
  • Collected charts for all of next day's patients and verified all requested information had been received.
  • Responsible for all new patient duties including taking patient referrals, scheduling appointments, receiving information, assembling new charts and sending new patient packets.
  • Scheduled patient appointments, radiology and lab tests.
Sales Assistant
Wichita, KS
Spurrier Chemical Companies/ Mar 2000 to Jun 2005
  • Created Power Point presentations for salesmen to utilize at trade shows and sales meetings.
  • Worked with Graphics Department to develop flyers, proposal covers and other special projects.
  • Assisted in compilation of proposals for potential customers including typing proposal, binding and distribution.
  • Received orders for, and scheduled, all shipments of samples for salesmen to present to customers.
  • Arranged for salesmen to participate in group buying shows including making hotel arrangements, completing registration, scheduling samples and generating sales analysis.
  • Corresponded with 9 outside salesmen daily via phone, email and fax.
  • Reconciled salesmen's credit card receipts and coded credit card bills for Accounting Department.
  • Performed general secretarial duties including typing correspondence, answering multi-line phone, took messages, and ordered office supplies.
Education and Training
BBA: Marketing Wichita State University Wichita, KS, USA
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Professional Summary
Meticulous, reliable and dependable ; excellent at multi-tasking and working under pressure to meet stringent deadlines. Broad industry experience includes Healthcare, Transportation and Customer Service oriented fields, as well as, legal background experience obtained through post-secondary education in Paralegal studies.
  • Self-motivated
  • Strong verbal communication
  • Client assessment and analysis
  • Team liaison
Work History
Assignment Coordinator, Current
ParaMed Home Health Care Oakville, ON
  • Primary point of contact for clients and field staff providing superior customer service skills
  • Scheduling personal support workers and nurses in the community to provide quality care to clients
  • Diligently able to work under stringent deadlines to ensure all clients are properly serviced
  • Developed and maintained a proven track record to maintain private and confidential information in GoldCare.
  • Proficient use of two distinct health care management systems
  • Working directly with the Operations Manager, Supervisors and the District Manager, all whilst single-handedly following-up and completing different tasks and assignments. 
  • Receiving instructions by different key team members,  to achieve our target goals as imposed by the Local Health Integration Network and OHIP.
Palliative Care Coordinator, 08/2015 to 08/2017
PSW to the Rescue Oakville, ON
  • Supported palliative care clients and their teams to ensure the clients last wishes of staying in their homes were successfully accomplished
  • Assisted with the stable and transitional phases of end of life care
  • Home visits and telephone communication with clients and their caregivers; liaison with primary care providers such as their doctors, nurses and specialists to provide exceptional in-home care
  • Responded to inquires and requests for care in accordance with the clients needs; clearly identified risk factors and urgency of care
Engineered Logistics Tracing Coordinator, 11/2014 to 07/2015
Challenger Motor Freight Company Cambridge, ON
  • Efficiently used two different transportation management systems - CAIN and Mercury Gate which provided live updates to customers
  • Received upwards of 300 emails per day. Responded to customers and consignee inquiries, as well as, using creative problem solving skills on a daily basis
  • Effectively communicated with partner carrier drivers by providing dispatch information and answering questions regarding their shipments
  • Trained and managed the four tracers and coordinators on the new system, Mercury Gate, which included tracing for over 90 different high-profile accounts
Assistant Manager, 05/2014 to 11/2014
Lumber Liquidators Cambridge, ON
  • Motivated and worked together with employees to meet and exceed sales goals
  • Assisted with the training of all new employees as well as the re-training of existing employees when needed
  • Supported the management team by monitoring the activities of the store employees to maximize efficiency, minimize errors and respond to customers needs in a timely fashion
  • Promoted a positive work environment that was customer service oriented and compliant with established company policies and procedures
Customer Service Representative, 07/2012 to 09/2013
Dulux Paints Oakville, ON
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Designed displays to make the store experience interactive, engaging and reassuring.
  • Asked open-ended questions to assess customer needs.
  • Extended my knowledge of the industry to include technical specifications of Graco paint spray guns, epoxies, protective coatings and marine coatings
Paralegal Diploma: Current
Mohawk College -
  • Develop skills and knowledge within the parameters established by the Law Society of Upper Canada, and the Law Society Act for this licensed profession
  • Obtain a sound theoretical and practical foundation in all areas of authorized legal practice, legal ethics and small business practice
  • Dean's List, Semester 1 and 2 in the year 2016 and 2017