Alicia Nelson
Kalamazoo
Summary
Compassionate bachelor-level social worker with experience in skilled nursing, case management, and crisis intervention across healthcare and human services settings. Former Certified Nursing Assistant with firsthand experience providing direct care to older adults in long-term care facilities, and personal experience caring for family members. Completed a BSW internship under the supervision of the Director of Social Work, gaining experience in psychosocial assessments, discharge planning, interdisciplinary collaboration, and resident and family advocacy. Committed to person-centered care, ethical practice, and supporting quality of life for aging populations.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Huntington National Bank
Kalamazoo
04.2025 - Current
- Assisted customers with account inquiries and transaction processing.
- Collaborated with colleagues to enhance service delivery standards.
- Developed strong relationships with customers by providing personalized assistance and support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Resource and Resiliency Specialist
United Way of South Central Michigan
Kalamazoo
04.2024 - 04.2025
- Collaborated with team members on strategic planning for community services.
- Analyzed feedback from program participants to improve service delivery methods.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
Human Services Specialist
Orange County Department of Social Services
Hillsborough
11.2015 - 05.2018
- Conducted client intake, interviews, and eligibility determinations for public assistance
- programs.
- Assessed social, economic, and environmental needs and referred clients to appropriate community services.
- Maintained accurate case records and delivered client-centered support in high-volume settings.
Education
Bachelor of Science - Social Work
Western Michigan University
Kalamazoo, MI06-2014
Skills
- Client intake
- Eligibility determination
- Case documentation
- Team collaboration
- Problem solving
- Health monitoring
- Meal preparation
- Elderly care
- Dementia care
- Care plan management
References
References available upon request.
Timeline
Customer Service Representative
Huntington National Bank
04.2025 - Current
Resource and Resiliency Specialist
United Way of South Central Michigan
04.2024 - 04.2025
Human Services Specialist
Orange County Department of Social Services
11.2015 - 05.2018
Bachelor of Science - Social Work
Western Michigan University