Aerial Elverton
Jackson
Summary
Committed social and community service manager with proven experience in developing and implementing programs that serve diverse communities. Skilled in team leadership, strategic planning, and stakeholder engagement, ensuring projects meet both community needs and organizational goals. Successfully increased community participation and support through effective outreach, collaboration, and innovative solutions to complex social issues.
Compassionate Case Manager with substantial background in social work and providing support to vulnerable populations. Skills include crisis management, care coordination, and advocacy for clients' rights and needs. Demonstrated ability to establish trust with clients while effectively managing high caseloads. Notable impact on improving client well-being through personalized care plans and resource allocation.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Case Manager
HORNE LLP
Ridgeland
04.2023 - 04.2025
- Conducts program specific screenings, eligibility determinations, evaluations, andassessments.• Develops a person-centered plan in coordination with individual and the individual’sfamily/guardian with client outcome(s) that accurately reflect the outcomes, preferences,strengths and support needs of the individuals. The participation in the planning documented by signatures on the plan.• Provides follow-up and monitor progress on outcomes/services of person-centeredplans.• Coordinates services with DD provider agencies and advocate on behalf of the client fordesired services.• Coordinates, supports, and advocates for clients to gain access to needed resources.• Promotes professional working relationship with social service providers, medicalproviders, housing, public entitlements and other resource providers.• Supports clients in efforts to maintain Medicaid eligibility.• Ensures informed choice and freedom of choice and ensure client rights under theMedicaid Waiver.• Assists individuals who wish to gain independent housing with enrollment in theStatewide Referral Network (SRN).• Documents all service activity in case management database within 48 hours ofservice/contact.• Maintains 12 annual Continuing Education credits as required to maintain QIDPcertification.• Responsible for data entry and data updates in the CCDDB database, as well asmaintaining e-file for all clients on caseload. Keep and submit accurate documentation ofservices, including the collection and documentation of required information. Documentall service provision within 48 hours of service/contact.• Maintains confidentiality according to regulations.• Completes mandated reporting responsibilities (DCFS, OIG, Adult Protective Services).• Attends training to maintain and enhance skills or as required by supervisor.• Participates in team meetings and individual supervisions and othercommittees/meetings as requested/assigned.• Shares information and resources with team.• Maximizes coordination and communication among all the Community Servicesprograms and staff.• Maintains up to date work schedule in Outlook calendar• Demonstrates openness to constructive feedback about personal work habits, with afocus on continuous improvement of job performance, and growth in terms ofprofessional development.• Supports co-workers in on-boarding and ongoing development through job shadowing,mentoring, and training.• Completes the Inventory for Client and Agency Planning (ICAP) or other assessment ofadaptive skills at least annually.• Completes thorough and complete assessments of individuals using the Discovery Tool,reviewing and updating the Discovery no less 365 days from the previous DiscoveryTool completion.• For all cases assigned, completes an annual update of the person-centered plan incoordination with individual and the individual’s family/guardian reflective of the currentneeds and preferences of the individual. The participation in the planning documentedby signatures on the plan.• Conducts and documents service coordination monitoring visits based on the DHS-DDDISC standards (as of 2023, no less than 3 in-person monitoring visits in addition to theDiscovery/PCP visit).• Manages a caseload of at least 45 individuals enrolled on PUNS and receiving servicesthrough a DD provider funded by the Champaign County Developmental DisabilitiesBoard.• Education of individuals, guardians, and families about service opportunities, includinggeneric and specialized services.• Complete referrals to service providers based on individuals and guardians needs andchoices.• Other duties as assigned
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
Compliance Officer
HORNE LLP
Ridgeland
04.2023 - 04.2025
- Identified gaps in existing controls and recommended corrective actions as needed.
- Conducted extensive research to support regulatory findings and control weaknesses.
- Used proprietary systems to process applications, filings and registrations.
- Reviewed records in cases of potential liability and determined compliance actions.
- Investigated reported and identified compliance issues against accepted standards.
- Tracked assignment completion to provide weekly metrics to compliance manager.
- Reviewed contracts, agreements, documents, and other materials for legal accuracy and completeness.
- Maintained and revised policy procedures for general operation of compliance program.
- Assessed the effectiveness of existing processes and procedures related to compliance.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Monitored regulatory developments to communicate risks or opportunities to relevant groups.
Customer Service Representative
Insight Global
03.2022 - 04.2023
- Assist customers with their long-term are policy questions and needs
- Provided accurate information about products and services to customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
Conduent
08.2021 - 02.2022
- Assist customers with their long-term are policy questions and needs
- Provided accurate information about products and services to customers.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered customer inquiries via phone, email, and chat.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Part Sales Manager
AutoZone
Jackson
12.2019 - 08.2021
- Maintains sales productivity, store appearance and merchandising standards.
- Provides feedback regarding AutoZoner performance to the store manager.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided technical advice on product selection to customers.
- Managed daily operations including financial reporting, scheduling shifts, handling returns and exchanges.
- Mentored newly hired staff in upselling techniques to improve sales.
- Optimized team effectiveness by personally working with new hires regarding compliance, sales and service standards.
- Managed employee schedules and daily assignments.
- Determined complete order accuracy by examining merchandise to verify price and quantity.
- Collaborated with marketing team to develop promotional materials for products.
- Tracked team performance targets and sales metrics to identify areas for improvement.
- Scheduled staff shifts to ensure adequate coverage during peak hours.
- Followed standards of care and compliance per company and legal requirements.
- Conducted weekly meetings with sales team members to review goals and objectives.
- Assisted customers in locating specific parts or items requested by them.
- Built lasting client relationships by organizing and planning sales events.
Systems Administrator
MSDH
Jackson
05.2018 - 12.2019
- Maintains records, including statistical reports, inventories, technical documentation, User IDs, and passwords.
- Installs, configures, and connects hardware and software.
- Provides user help desk support to PC's and network users.
- Assists users with application software and network procedures.
- Administers complex applications systems and maintains PC-based database systems.
- Makes simple application program modifications.
- Performs related or similar duties as required or assigned.
- Managed user accounts in AD ensuring users have appropriate access rights.
- Conferred with network users about solutions to existing system problems.
- Implemented network services such as DHCP, DNS, Active Directory and Group Policy Objects.
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Implement policies, procedures and best practices to safeguard and protect data, reports, and access.
- Implemented and provided technical support for voice services and equipment.
- Planned, tested and supported high-availability infrastructures.
- Provided technical support to end-users across the organization with IT related issues and queries.
- Monitored network performance to determine adjustments needed.
- Participated in projects related to new infrastructure implementations or migrations from legacy platforms.
- Provided appropriate permissions to users for accessing files and databases.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
Field Technician
CAVO Broadband Communications
Pearl
11.2016 - 01.2018
- Install telecommunication products and services; responsible for installing, maintaining, and repairing residential cable television and Internet services.
- They can service feeder lines that provide cable access to several homes or they can work with drop lines that only allow access for one home.
- Advanced cable technicians often work on the trunk line, which is the main line for an entire service area.
- Job duties for cable technicians include inspecting cable lines, laying ground cable, repairing poles and towers and driving work vehicles to jobs.
Field Technician
Comcast
Jackson
08.2013 - 09.2016
- Install, troubleshoot, and fix telecommunication services and products; responsible for installing, maintaining, and repairing residential cable television and Internet services.
- They can service feeder lines that provide cable access to several homes or they can work with drop lines that only allow access for one home.
- Advanced cable technicians often work on the trunk line, which is the main line for an entire service area.
- Job duties for cable technicians include inspecting cable lines, laying ground cable, repairing poles and towers and driving work vehicles to jobs.
Detention Officer
Hinds County Sheriff's Department
03.2013 - 08.2013
- Maintain the safety of detainees at all times, conduct regular check of facilities, and maintain calm and order in facility and conducts cell searches and strip searches as necessary.
- Process youth entering the Juvenile Justice Center, complete appropriate forms and related paperwork and issues clothing and personal hygiene supplies to detainees as appropriate.
- Releases property as appropriate.
- Transports detainees to court, other agencies, medical appointments and other appearances as necessary.
- Contacts parents of detained youth and explains center policies and procedures.
- Serves meals and snacks to detainees.
- Restrain youth as necessary, performs first aid and life-saving measures if necessary.
- Supervises youth during visiting hours and approve visitors.
- Performs or direct youth in housekeeping duties including washing walls, cleaning toilets and sinks, sweeping and mopping, washing and folding laundry.
- Performs other duties as assigned.
Delivery Driver (Part-Time)
Napa Auto Parts
05.2010 - 01.2013
- Prepared truck for operation by assisting in and overseeing the loading of trucks, securing of items and verifying the accuracy of shipping papers; inspected truck tires, lights, brakes, fluids, etc.; documented deliveries, accuracy, receipt of orders by the customer according to company directives and reported ant discrepancies to company.
- Ensured customers received outstanding service by mystery shop standards; maintained awareness of all promotions and advertisements; participated in the processing of new shipments while assisting team in maintaining the receiving and stock area.
Education
Bachelor of Science - Networking
Virginia College
Jackson, MS08.2015
Associate of Science - Computer Science
Mississippi State University
Starkville, MS08-2009
High School Diploma -
Murrah High School
Jackson, MS05.2009
Skills
- NETWORKING
- CUSTOMER SERVICE
- RETAIL
- RETAIL SALES
- Waitress
- Waiter
- Restaurant Server
- Call Center
- Customer Care
- Customer Support
- CSR
- System Administrator
- System Admin
- Microsoft Office
- Data Entry
- Data Analysis Skills
- Computer Literacy
- Sales Experience
- Sales
- Administrative Assistant
- Computer Skills
- Phone Etiquette
- Excel
- Organizational Skills
- Communications
- Leadership
- IOS
- Mac OS
- QuickBooks
- Administrative experience
- Network Support
- Software Troubleshooting
- Help Desk
- Operating Systems
- Microsoft Windows
- Technical Support
- Business management
- CUSTOMER SUPPORT
- RECEPTIONIST
- Administrative Customer support
- Networking
- Software
- Hardware
- Photography
Certification
First Aid Certification
PC Pro Certification
ASC
Timeline
Case Manager
HORNE LLP
04.2023 - 04.2025
Compliance Officer
HORNE LLP
04.2023 - 04.2025
Customer Service Representative
Insight Global
03.2022 - 04.2023
Customer Service Representative
Conduent
08.2021 - 02.2022
Part Sales Manager
AutoZone
12.2019 - 08.2021
Systems Administrator
MSDH
05.2018 - 12.2019
Field Technician
CAVO Broadband Communications
11.2016 - 01.2018
Field Technician
Comcast
08.2013 - 09.2016
Detention Officer
Hinds County Sheriff's Department
03.2013 - 08.2013
Delivery Driver (Part-Time)
Napa Auto Parts
05.2010 - 01.2013
Bachelor of Science - Networking
Virginia College
Associate of Science - Computer Science
Mississippi State University
High School Diploma -
Murrah High School