program manager resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in meeting the needs of customers and committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated 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. committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

  • Team leadership and direction
  • Computer and phone equipment proficiency
  • Policy and procedure improvements
  • Program leadership
  • Documentation proficiency
  • Onsite and via phone customer support
  • Fluent in Spanish
  • Good Customer Service
  • Issue and Complaint Resolution
  • De-escalation Techniques
  • Understanding Customer Needs
  • Responding to Difficult Customers
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Calm and Professional Under Pressure
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Verbal and Written Communication
  • Cultural Awareness and Sensitivity
  • Establishing and Maintaining Customer Relationships
  • Document and Records Management
  • Patient and Empathetic
  • Time Management
  • Team-Oriented and Cooperative
Work History
04/2011 to Current
Program Manager Labur Professional Staffing Wilmington, MA,
  • Monitored progress of programs, using and applying programming documents, program directives, funding documents and other program material.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish challenging goals.
  • Interacted with customers and clients to identify business needs and requirements.
  • Addressed and resolved technical, financial and operational concerns by working with team members and directors.
  • Assessed performance and scheduled cost control while maintaining contractual and internal performance requirements.
  • Developed and implemented program services designed to enhance the self sufficiency of members of the community with disabilities
07/2003 to 11/2010
Lead Case Manager Kindred Healthcare Rancho Cucamonga, CA,
  • Supervised In-Home Support Counselor on clinical issues, casework issues and written reports for each case.
  • Verified successful coordination of counseling efforts with mental health professionals, doctors, social workers and other stakeholders.
  • Applied evidence-based techniques such as behavioral activation, problem-solving treatment and motivational interviewing to support behavioral interventions.
  • Managed over 30 patients while monitoring and evaluating care plans.
  • Educated patients about common mental health and substance abuse disorders to facilitate understanding of treatment options.
  • Recorded patient progress and treatment recommendations in management system to be shared with medical providers, psychiatric consultant and other treating providers.
  • Conducted assessments to determine individual needs and developed personalized care plan to address stated objectives.
  • Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
  • Observed and monitored client behavior and responses to treatment.
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.
  • 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.
  • Involved clients' family members in planning social service programs.
  • Offered and documented treatment consent forms in patient health records.
  • Served as a Crisis Interventionist to help deescalate clients behaviors and assess them for inpatient hospitalization for med compliancy.
07/2001 to 06/2003
Office & Teacher Assistant Destiny Schools City, STATE,
  • Provided primary customer support to internal and external customers at a school.
  • Provided teachers and staff with office and classroom assistance.
  • Served as a substitute teacher as needed
  • Observed students while on the playground, bus stop and detention to ensure their safety and well being.
  • Assisted cafeteria staff with serving lunches to students of all ages.
  • Provided students and parents with support and understanding of rules and policies set by the school.
05/1995 to 06/2001
Early Childhood Interventionist ARC-Kearny City, STATE,
  • Offered guidance and support to families of children with disabilities or developmental challenges.
  • Conducted child assessments during intervention visits.
  • Utilized diverse approaches in teaching, technology and behavior modification.
  • Enhanced knowledge by attending training and adopting new technologies.
  • Assessed and documented student progress with established goals.
  • Developed strategic approaches to foster appropriate child development.
  • Developed and maintained courteous and effective working relationships.
  • Worked with Special Needs customers and their families to understand needs and provide excellent service.
Expected in
: Special Education
Northern Arizona University - Flagstaff, AZ
Expected in 05/1981
High School Diploma:
Hayden High School - Winkelman, AZ

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Resume Overview

School Attended

  • Northern Arizona University
  • Hayden High School

Job Titles Held:

  • Program Manager
  • Lead Case Manager
  • Office & Teacher Assistant
  • Early Childhood Interventionist


  • High School Diploma

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