Experienced client account manager providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency. Motivated with comprehensive knowledge of social justice issues and systems affecting marginalized communities. Passionate about developing and facilitating programs to support communities in need. Eager to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
- Resource referrals
- Supervision, Oversight & Accountability
- Administrative skills
- Microsoft Office Applications
- Multitasking abilities & Time management
- Strong Interpersonal Communication
- Self-motivated professional
- De-escalation Techniques/Conflict resolution
- Advocacy
- Quality Assurance/ Enforcing Regulatory compliance
- Written and verbal communication
- Flexibility & Adaptability
- Excellent Telephone/telehealth etiquette
- Relationship Management
Member of The National Society for Leadership and Success
Graduated cum laude.
Member of psychology club
- QMHP-A license
- Tova/Crisis wave
- First aid and CPR certified
Bothell, WA, 08/2018 - Current
- Implement individual service plan incorporating input from clients, involved service providers, and clearly identifying problem areas and needs, strategies, and 2 service objectives.
- Complying with internal budgets consisting of state, local and federal funds and resources. Developing Budgets for clients based on their individual financial circumstances and assisting with financial goal setting and accomplishments.
- Auditing records, processes and eligibility guidelines for compliance.
- Conducted training to update staff on new laws, regulations and procedures to promote more informed delivery of client services.
- Managing client data including health, financial, and legal records and corresponding statements. Triaging data and performing complex data entry & data migration functions.
- Managing deadlines imposed by federal agencies, courts, and executive leadership.
- Developing communication pipelines between cross-functional workgroups across multiple agencies to ensure timely and cohesive communication of critical, time sensitive developments regarding clients and high-profile cases.
- Carrying out in-depth investigations of material facts and data presented by clients and third-party agencies then conducts root cause analysis to develop individualized strategies to help clients overcome pain points and adversity.
- Promoted available products and services to customers during service, account management and order calls.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Washington, DC, 03/2019 - 04/2021
- Provides supervision, oversight, and accountability for consumers in highly regulated environment.
- Conduct resource audits to identify peers within your network, you then leverage relationships to make referrals on behalf of clients.
- Enforcing internal and external guidelines required to protect client and consumer data. Investigating clinical, legal and health related data to assist with developing strategies to assist clients with complex problem solving & resource administration.
- Worked with 3 third party agencies, community partners and for-profit entities to develop support networks for clients.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Responded proactively and positively to rapid change.
City, STATE, 01/2015 - 02/2019
- Developed and implemented behavioral management care plans.
- Transports 5 individuals in personal and/or company vehicle for community outings\scheduled appointments.
- Administered medication as directed by physician daily.
- Supervised daily activities and provided assistance to staff.
- Handled all incoming information requests for several busy executives.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Liaised with key accounts to deliver targeted administrative support, including estate, household and property management.
- Entrusted to handle confidential and sensitive situations in professional matter.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
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School Attended
- Virginia State University
Job Titles Held:
- Client Account Manager
- Records Manager
- Residential Support Professional
Degrees
- B.S
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