Alisa Scott
Ecorse
Summary
Hardworking Adult Service Specialist skilled in troubleshooting and analysis. Accustomed to drafting and maintaining detailed service reports. Personable and customer-focused with passion for fostering loyalty and satisfaction.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
19
19
years of professional experience
Work History
Adult Service Specialist
State Of Michigan
05.2023 - 06.2024
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Assisted in the development of departmental goals and objectives, aligning with overarching company mission and vision statements.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Evaluated systems according to predetermined checklist and noted issues.
Unemployment Insurance Examiner
State Of Michigan
09.2020 - 05.2023
- Enhanced department efficiency, implementing best practices in the examination of unemployment insurance claims.
- Streamlined the claims process with thorough knowledge of federal and state unemployment insurance regulations.
- Collaborated with other examiners to resolve complex cases, resulting in fair and timely decisions for claimants.
- Assisted claimants in navigating the appeals process when necessary, providing clear instructions on next steps and expected timeframes.
Case Manager
Hegira Programs Inc
09.2018 - 04.2020
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Behavior Technician
Centria Autism Services
05.2017 - 09.2018
- Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
- Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
- Assisted clients in identifying and setting goals to promote positive behavior development.
- Enhanced client progress by implementing individualized behavior intervention plans.
- Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
- Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
Case Manager/Care Coordinator/ Benefits Coordinato
Easter Seals Of Michigan
07.2005 - 09.2015
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Facilitated individual and group sessions to promote positive behavior change for clients.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Evaluated treatment plans against individual goals and healthcare standards.
- Collaborated with an interdisciplinary team to determine timely delivery of services.
- Streamlined service coordination efforts through diligent maintenance of client files and efficient use of case management software tools.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Provided education on health and nutrition for patients to maintain healthy habits and wellbeing.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Utilized trauma-informed approach to promote healing and empowerment for clients.
- Evaluated program effectiveness continually through data analysis and outcome measurement metrics.
- Liaised with social worker to expedite financial assistance not covered by insurance.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Assessed community needs and identified resources for social and community service programs.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
Education
Bachelor of Science - Psychology
Wayne State University
Detroit, MI06.2005
Skills
completing assessments on clients and completing 6 month reviews
working in food banks with the homeless
Some of the individuals were on the street and some were just having a hard time but did work.
Timeline
Adult Service Specialist
State Of Michigan
05.2023 - 06.2024
Unemployment Insurance Examiner
State Of Michigan
09.2020 - 05.2023
Case Manager
Hegira Programs Inc
09.2018 - 04.2020
Behavior Technician
Centria Autism Services
05.2017 - 09.2018
Case Manager/Care Coordinator/ Benefits Coordinato
Easter Seals Of Michigan
07.2005 - 09.2015
Bachelor of Science - Psychology
Wayne State University