Allen J. Edmunds
Hampton,VA
Summary
A task-driven and motivated professional with a track record of excellence in relationship cultivation, project management, strategic design, and mentorship. Proficient in guiding projects from conception to fruition, adept at fostering connections, and skilled in mentoring individuals towards achievement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Experience Agent
VShred, LLC
10.2023 - Current
- Responded to a high volume of incoming SMS Chat & E-Mail inquiries utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Actively participated in team meetings via Zoom and Slack, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled challenging situations with empathy and patience, demonstrating a commitment to customer satisfaction at all times.
- Enhanced customer satisfaction by providing prompt and accurate ticketing services.
Mobile Crisis/Community Stabilization Counselor
Foundations To Success, LLC
04.2023 - 08.2023
- Promoted mental health awareness within the community through participation in educational events and presentations.
- Developed treatment plans to help clients build self-confidence and resilience.
- Enhanced client progress by utilizing evidence-based counseling techniques and individualized treatment plans.
- Facilitated weekly group sessions to encourage self-reflection and problem-solving.
- Determined clients' risk of self-harm or other dangerous behaviors.
Operational Policy Analyst
ARDX
07.2022 - 05.2023
- Partnered with ARDX Consultants to produce complex, client-facing deliverables for the Centers for Medicare and Medicaid Services (CMS).
- Researched Federal policies amp; regulations, determining the program, client, and policy needs amp; requirements.
- Engaged in project management activities to keep projects on track, and effectively manage risk.
- Developed and delivered ARDX internal training, drafted and updated Standard Operating Procedures and Job Aids for project team (internal) and customer (external) use.
- Assisted in the preparation and presentation of news stories for broadcast and publication
Multisystemic Therapist
Intercept Health
07.2021 - 10.2021
- Performed regular Multi-Systemic Therapy assessments and clinical treatments for all therapies.
- Implemented treatment through conceptualization to intervention if required.
- Made modifications to therapeutic treatments as needed.
- Ensured compliance and worked within applicable standards, agency policies, and regulations to ensure a safe work environment.
- Performed home visits and provided required audiotape
Customer Service Specialist IV
WPS Health Solutions
08.2017 - 07.2021
- Received telephone, written, fax, and e-mail inquiries concerning TRICARE insurance eligibility, benefits determinations, and claims adjudication questions or billing problems.
- Engaged with 40+ customers during the shift, exceeding call volume targets by 27%.
- Applied appropriate provisions of TRICARE regulations, interpretations, and procedural directives in making determinations on eligibility and benefits to determine appropriate responses to inquiries
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
Client Support Specialist
ADP, LLC
03.2017 - 08.2017
- Managed the payroll processing of weekly, bi-weekly, and semi-monthly payrolls for over 2,500 employees locally and multi-state.
- Processed child support orders, levies, garnishments, and verification of earnings.
- Processed and submitted billing for the 401K and voluntary deductions.
Direct Support Professional (DSP)
B And M Group Homes, LLC
08.2016 - 03.2017
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Liaised with key accounts to deliver targeted administrative household support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Adapted support approaches based on individual client preferences, fostering increased trust and rapport over time.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Senior Sales Associate IV
Triangle Rent A Car/Enterprise Rent A Car
06.2012 - 08.2015
- Opened contracts selling additional insurance coverage and accessories, created and managed corporate accounts, and actively managed vehicle maintenance, inventory, cash sheets, and daily business reports.
- Provided exceptional customer service to foster client loyalty and satisfaction.
- Promoted awareness of network connections to increase brand development.
- Negotiated prices, terms of sales, and service agreements.
- Developed and maintained strong working relationships with professionals within assigned territory.
Education
Ph.D. - Criminal Justice & Leadership Cognate
Liberty University
Lynchburg, VA 08.2027
Master of Arts - Human Services Counseling & Criminal Justice
Liberty University
Lynchburg, VA05.2021
Master of Science - Criminal Justice & Corrections
Saint Leo University
Langley Air Force Base, Hampton, VA05.2016
Bachelor of Arts - Criminal Justice & Homeland Security
Saint Leo University
Langley Air Force Base, Hampton, VA 06.2014
Skills
- Behavior Management and Therapy
- Project Management
- Confluence Software
- Cognitive Behavioral Therapy
- Interpersonal Communications
- Empathy
- Case Management
- JIRA Software
- Child, Family, and Marital Counseling
- Crisis Intervention
- Transcription
- Human Services Expert
Certification
Qualified Mental Health Professional (QMHP) Trainee - Adult/Child
Commonwealth of Virginia
Department of Health Professions - Board of Counseling
Registration #: 0734005566 (Issued: 06/22/2021)
Certified Multisystemic Therapist
Multisystemic Therapy (MST) Institute, Charleston, South Carolina
Issued: July 2021
Timeline
Customer Experience Agent
VShred, LLC
10.2023 - Current
Mobile Crisis/Community Stabilization Counselor
Foundations To Success, LLC
04.2023 - 08.2023
Operational Policy Analyst
ARDX
07.2022 - 05.2023
Multisystemic Therapist
Intercept Health
07.2021 - 10.2021
Customer Service Specialist IV
WPS Health Solutions
08.2017 - 07.2021
Client Support Specialist
ADP, LLC
03.2017 - 08.2017
Direct Support Professional (DSP)
B And M Group Homes, LLC
08.2016 - 03.2017
Senior Sales Associate IV
Triangle Rent A Car/Enterprise Rent A Car
06.2012 - 08.2015
Ph.D. - Criminal Justice & Leadership Cognate
Liberty University
Master of Arts - Human Services Counseling & Criminal Justice
Liberty University
Master of Science - Criminal Justice & Corrections
Saint Leo University
Bachelor of Arts - Criminal Justice & Homeland Security
Saint Leo University
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