Amy Ellis
Perry,GA
Summary
Motivated business professional bringing 24 years of proven professional work experience beginning while actively serving in the United States Air Force (Honorably Discharged). Dedicated and personable with extensive experience in business operations, case management, customer support, and public health operations. Well-versed in training, educating, effectively communicating, and adhering to organizational and government regulations.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Business Owner
IFansee Success, LLC.
01.2017 - Current
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals.
Customer Service Center Representative
AbbVie
04.2020 - 10.2021
- Provide remote support to approximately 700 to 800 assigned patients taking prescription medication, by conducting regular telephonic outreach and personalized follow-up.
- Case Managed customers conducting outbound calls for follow-up on unresolved matters or proactive issue prevention, promoting long-term customer relationships.
- Developed rapport with customers, ensuring repeat business through exceptional service delivery.
- Adhered to strict confidentiality protocols when handling sensitive client information or financial details, including HIPAA.
- Supported ongoing improvement initiatives through actively participating in meetings focused on enhancing work environment productivity.
- Provided empathetic support to customers during challenging situations, fostering trust and loyalty.
- Managed multiple tasks simultaneously, prioritizing workload effectively to meet deadlines.
- Utilized effective listening skills to identify underlying needs or preferences of customers for personalized assistance.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences, including side product side effects.
Sanitation & Safety Specialist
Florida Department of Agriculture
11.2010 - 01.2014
- Responsible for performing audits/inspecting equipment and business operations of retailers, wholesalers, manufacturers and mobile vendors food businesses, ensuring FDA and State level standards were in compliance.
- Served as the primary liaison between the company and regulatory agencies during inspections or audits, addressing any concerns raised and ensuring timely resolution of cited issues.
- Gathered information, prepared reports, and drafted correspondence related to cases.
- Increased customer awareness of safety protocols by creating and providing engaging educational materials, and performing presentations.
- Conducted safety training and education to employees to increase awareness of safety hazards and empower employees to work safely.
- Regularly reviewed industry trends and best practices, incorporating new strategies into existing safety programs as needed.
- Performed safety analyses to evaluate potential risks and develop risk mitigation strategies.
Case Manager
Children's Home Society
05.2009 - 11.2010
- Determined clients' requirements by completing intake interviews; determined need for therapeutic medical, psycho-social, and psychiatric evaluations; reviewed therapist evaluations, treatment objectives and plans.
- Established treatment programs by setting schedules and routines; coordinated services being provided; arranged resources, including transportation and escort.
- Monitored cases by verifying clients' attendance; observed and evaluated treatments and responses; advocated for needed services and entitlements; obtained additional resources; intervened in crises; provided personal support.
- Prepared case/status reports and provided recommendations/testified in court or other prescribed bodies regarding reunification, termination of parental rights or other permanency plans.
- Provided specialized services that may include detainment, interstate compact, post placement supervision, relative/non-relative caregiver home studies, court testimony, termination of parental rights and judicial review staffing.
- Arranged drug / alcohol screens as necessary.
- Provided on-call support as required or scheduled.
Public Health Journeyman
United States Air Force (Active Duty/Reserves)
07.2001 - 07.2009
- Managed and performed public health activities and programs including occupational disease prevention and control, medical entomology, vector borne, communicable, public health medical readiness, food safety and security inspections.
- In charge of scheduling to ensuring personnel received occupational health initial and follow-up appointments.
- Conducted occupational audiometric evaluations and educated supervisors and workers in personal hygiene, occupational hazards, hazard communications and personal protective equipment.
- Interviewed, educated, and ensured proper treatment of patients with sexually transmitted.
- diseases, tuberculosis, hepatitis, and other diseases transmitted to humans/created power points and administered briefings on statistics.
- Collected, identified, and recommended control of vectors and plants that could spread disease to humans.
- Completed weekly educational briefings for pregnant mother's ensuring the safety for the mother and her child against illness/disease.
- Maintained patient records, tracked information in database and followed up with patients for future treatment.
- Maintained positive ongoing relationships with local service agencies to ensure outside civilian cases were properly reported/also worked together with local agencies to set up informational booths at local health fairs.
- Prevented the spread of disease by evaluating food service and public facilities (restaurants, clubs, childcare facilities, housing, gyms, etc.) for sanitary standards.
- Educated individuals and groups on correct sanitary practices.
- Provided food inspections encouraging high quality standards, wholesomeness, and the prevention of food borne illnesses.
- Reviewed and monitored the Defense Logistics Agency All Food and Drug Act hazardous food program concerning recalls and potential recalls of hazardous, tampered or suspected tampering of foods that are issued.
- Trained staff members on current trends in public health education, enhancing organizational capacity to address emerging challenges effectively.
Anger-management Facilitator & Intensive In-Home
Center Child & Family
09.2008 - 03.2009
- Led weekly group training encompassing Peaceful Alternatives to Tough Situations (PATTS).
- Provided classes focused on teaching students how to deal with anger in a healthy and positive manner.
- Engaged students with special needs in group activities.
- Maintained effective communication with school counselors and teachers.
- Managed client records and completed all agency required reports and paperwork.
- Evaluated and referred students for counseling as needed.
- Provided direct In-Home counseling services to identified individuals and their families.
- Performed initial assessments and social history of clients involved in preparation of treatment plans.
- Managed and provided case management records as applicable to the Department of Mental Health.
- Evaluated and referred students for counseling as needed.
Education
Master of Arts - Public Health
Walden University
Minneapolis, MN02.2027
Bachelor of Arts - Psychology
Ashford University
Chandler, AZ06.2008
Associate of Arts - General Studies
Brevard Community College
Palm Bay, FL04.2003
Skills
- Customer Service
- Attention to Detail
- Driven and Determined
- Business Administration
- Case Management
- Public Health
- Health Inspections
- Consultations
- Patient Assessments
- Relationship Building
- Mental Health Support
- Verbal and written communication
- Inbound phone calls
- Data Entry
- Interpersonal Skills
- Quality Control
- Appointment Scheduling
- Documentation And Reporting
- Training experience
- Quality Assurance
- Technical Support
- Time Management
- Problem-Solving
- Multitasking
Certification
- Certified ServSafe Instructor
- Registered ServSafe Examination Proctor
Timeline
Customer Service Center Representative
AbbVie
04.2020 - 10.2021
Business Owner
IFansee Success, LLC.
01.2017 - Current
Sanitation & Safety Specialist
Florida Department of Agriculture
11.2010 - 01.2014
Case Manager
Children's Home Society
05.2009 - 11.2010
Anger-management Facilitator & Intensive In-Home
Center Child & Family
09.2008 - 03.2009
Public Health Journeyman
United States Air Force (Active Duty/Reserves)
07.2001 - 07.2009
Master of Arts - Public Health
Walden University
Bachelor of Arts - Psychology
Ashford University
Associate of Arts - General Studies
Brevard Community College
- Certified ServSafe Instructor
- Registered ServSafe Examination Proctor
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