Children's Services Case Manager Resume Example
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CHILDREN'S SERVICES CASE MANAGER
Professional Summary
Passionate individual with exceptional skills in patient resource and referral management. An energetic Behavioral Health Specialist considered an expert communicator and a dedicated patient advocate. High-energy Store bringing senior-level experience in retail settings. Set and enforced consistent standards and procedures to maintain staff satisfaction and performance targets. Diplomatic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.
Skills
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Work History
Children's Services Case Manager, 07/2018 to Current
Raising Cane's – Maplewood , MO
Raising Cane's – Maplewood , MO
- Helped each patient understand his or her illness and 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 courts make custody decisions.
Manager, 11/2004 to 07/2018
Live Nation Entertainment Inc – Charleston , SC
Live Nation Entertainment Inc – Charleston , SC
- 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 – City , STATE
Cincinnati Police District 5 – City , STATE
- 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 - City, State
University of Cincinnati - City, State
- 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 - City, State
University of Cincinnati - City, State
- 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
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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