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Children's Services Case Manager Resume Example

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CHILDREN'S SERVICES CASE MANAGER
Professional Summary

Criminal Justice graduate with some experience in the field. Possessing strong management and administrative abilities. Noted for having exceptional problem solving and communication skills. Seeking to jump start a new career with a reputable organization.

Skills
  • Exceptional interpersonal communication
  • Skilled trainer
  • Excellent time management skills
  • Exceptional telephone etiquette
  • Effective problem solver
  • Process improvement specialist
  • Effective workflow management
  • Emergency planning
  • Calm in emergency situations
  • Adherence to high customer service standards
  • Microsoft Outlook, Word and Excel
  • Inventory control
  • Trusted key holder
  • Quick learner
  • Proficient in cash management
  • Exceptional communication skills
  • Culturally-sensitive
Work History
Children's Services Case Manager, 07/2018 to Current
Hamilton County Job & Family Services – Cincinnati, OH
  • Helped each patient understand his or her illness and the contributing personal, social and economic factors.
  • Communicated goals, plans and progress to parents or guardians.
  • Counseled individuals and families regarding mental health, substance abuse, physical abuse and rehabilitation issues.
  • Collaborated with court, law enforcement and community providers.
  • Maintained regular contact with clients, including visiting clients' homes.
  • Assessed clients for abuse and neglect and compiled documentation for court reports.
  • Investigated suspected cases of child abuse, neglect and exploitation.
  • Referred patients to psychiatric and medical examinations, as well as to family assessment planning teams.
  • Followed key practices to maintain patient data integrity and confidentiality as per federal guidelines.
  • Developed strong connections with patients, their families and peers through effective listening and interpersonal skills.
  • Testified under oath to help the court make custody decisions.
Manager, 11/2004 to 07/2018
Walgreens – Deer Park, OH
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Provided accurate, specific and timely performance feedback for CSRs.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Fostered an environment which encouraged continual process improvements.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Proven knowledge in accident prevention and federal/local regulatory compliance
  • Ability to read, listen and communicate effectively in English both verbally and in writing in order to ascertain and document important information
  • Ability to make decisions independently, complete in-depth investigations into security issues and profit control
  • Implemented security protocols, policies and procedures, and conducted ongoing audits to ensure compliance.
  • Led crews of up to 20 team members in demanding, fast-paced environments to achieve optimal efficiency and increased safety practices
Internship, 01/2010 to 06/2012
Cincinnati Police District 5 – Cincinnati, OH
  • Assisted in Actively patrolling assigned areas to prevent and detect crimes.
  • Observed officers Investigating and reporting crimes, accidents, offenses and damage to property.
  • Organized and Filed daily paperwork
  • Actively helped direct traffic around crime scenes and traffic accidents
  • Witnessed officers providing support and resources to domestic violence victims.
  • Maintained a calm and professional demeanor during high stress and emergency situations
  • Helped gather preliminary investigation information as a first responder to crime scenes 
Education
Bachelor of Science: Criminal Justice, 2012
University of Cincinnati - Cincinnati, OH


  • Member of Criminal Justice Society
  • Majority of Coursework was focused on Community Corrections
  • Graduated with 3.8 GPA in Criminal Justice
Bachelor of Science: Psychology, 2012
University of Cincinnati - Cincinnati, OH


  • Coursework in Public Speaking, Business Administration, and Management
  • Majority of Coursework was in Social Psychology
  • Graduated with 3.6 GPA in Psychology
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Resume Overview

Companies Worked For:

  • Hamilton County Job & Family Services
  • Walgreens
  • Cincinnati Police District 5

School Attended

  • University of Cincinnati

Job Titles Held:

  • Children's Services Case Manager
  • Manager
  • Internship

Degrees

  • Bachelor of Science : Criminal Justice , 2012
    Bachelor of Science : Psychology , 2012

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