BRANDE CAUDILL
Ocean Isle Beach,US
Summary
Collaborative leader partnering with coworkers to promote an engaged and empowering work culture. Proven track record in building and maintaining relationships with diverse stakeholders in dynamic, fast-paced settings. Personable professional with exemplary customer service skills, adept at addressing issues and concerns with poise. Seeking to advance my career as a Client Service Manager.
Overview
18
18
years of professional experience
Work History
Client Service Manager
Supplemental Health Care
Remote
04.2018 - Current
- Develop quarterly sales, marketing, and recruiting strategies to establish and/or expand staffing business
- Directly recruit and retain field talent to fill client needs, and directly assist in the growth of the market
- Manage a healthy budget for the Division
- Establish long-term business goals and projects with Management
- Utilize CRM reports/data to track territory activity
- Retain flexible schedules to service clients request and/or resolve complaints
- Hire, train and develop office talent as needed to maintain a solid profitable team with growth based on need/revenue; coach/mentor and establish weekly expectations to perform job requirements
- Conduct daily white board meetings and weekly wrap-up meetings
- Maintain minimum standards for position and Division
- Communicate and implement corporate vision and initiatives
- Make presentations to appropriate associations/organizations to increase awareness of Supplemental Health Care presence and to promote local and national services
- Manage internal and external company policies including but not limited to Human Resources, Accounting and Quality Assurance
- Align team with One SHC recruitment protocols, policies, procedures
- Interview and hire qualified candidates to fulfill business needs
- Improve long term productivity aligned to recruiter's cohort
- Maintain 70% or greater team retention
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
Client Service Manager
Snider-Blake
Remote, OH
04.2018 - 08.2021
- Utilize a variety of marketing tools and strategies on a weekly basis to grow the customer base
- Maintain a positive rapport with current customers to regenerate sales
- Utilize CRM reports/data to track territory activity
- Work with large volumes of candidates in both blue- and white-collar categories
- Convert Prospects into Clients by utilizing multiple social media platforms and recruiting techniques
- Continue building a pipeline of prospects, screening, interviewing and hiring candidates
- Conduct skills tests, background checks, employment verification, and drug screens
- Process weekly payroll through Uattend and TempWorks, send daily, and weekly reports per customer requests
- Create and present effective Quarterly Review and Annual Reports
- Maintain regulatory compliance throughout the hiring and termination process
Social Services Director
Oak Hills Nursing and Rehabilitation
Lorain, US
02.2017 - 04.2018
- Develop, administer, and coordinate the department's policies and procedures
- Keep abreast of current federal and state regulations, as well as professional standards, and make recommendations on changes in policies and procedures to the Administrator
- Participate in planning related to the needs of the residents and families
- Interview resident/families as necessary in a private setting
- Assume authority, responsibility, and accountability of directing the social services department
- Prepare and complete documentation in a timely manner
- Assist support services in developing, implementing, and conducting in-service training programs that relate to the social services department
- Ensure that all social services personnel are knowledgeable of the resident's rights and responsibilities
- Serve as a Liaison for the Facility and Community Agencies
- Process Insurance Claims, Resolve insurance denials/discrepancies
Quality Assurance Systems Training Coordinator
Invacare Corporation
Elyria, US
04.2012 - 01.2017
- Ensure Quality System meets US Food and Drug and Administration (FDA) Standards per Good Manufacturing Practices
- Prepare, maintain, and update role-based training matrices through Excel based on direction from process owners and functional heads
- Choosing appropriate training methods per case (virtual, simulated, mentoring, on the job training, professional development classes, etc)
- Developed the central repository for Quality Systems documentation, manage Daily
- Prepare, maintain, and update role-based training matrices based on direction from process owners and functional heads
- Train Supervisors on maintaining compliance according to the training procedure
- Analyze, audit, and report on the training program effectiveness and metrics
- Prepare and distribute training aids such as instructional material, handouts, evaluation forms, and visual aids including the use of audiovisual equipment
- Assist trainers with administrating training effectiveness tests
Property Manager
Housing and Urban Development, ABC Management Group
Cleveland, US
07.2011 - 04.2012
- Act as the Liaison between HUD Inspectors and ABC Management Group
- Conduct interviews, references, and background checks for potential tenants
- Perform and document monthly complex inspections per HUD regulations for safety
- Verify resident's income to meet HUD compliance, and complete TIC forms
- Manage eviction process and court proceedings
- Manage the Maintenance and Ground crew
Case Manager
Southwest Behavioral Health Services
Prescott, US
11.2009 - 07.2011
- Conduct intake assessments for a population with severe mental illness, substance abuse, co-occurring disorders, and developmentally disabled; provided diagnosis with use of the DSM-IV
- Develop Treatment Service Plans and community advocacy
- Respond to after hour crisis calls and determine the need for hospital stabilization
- Find appropriate housing needs and meet Federal and State housing regulations
- Provide community resources and advocacy for clients as necessary
- Work closely with third party agencies involved in client's wraparound service plan
- Maintain confidential electronic records per Federal and State guidelines for each client
- Managed a caseload of 70 plus exceeding the 60% production requirement
- Conduct home visits as necessary for case management services
- Attend weekly team treatment meetings with Psychiatrist and Treatment Team
Housing Program Manager/ Trainer
NAZCARE, Inc
Prescott, US
01.2007 - 11.2009
- Market the housing programs to prospective landlords and explain all program facets of various housing programs and paperwork requirements
- Participate in program briefings to prospective landlords to explain agency rental assistance programs
- Maintain consistent communication with landlords via telephone, e-mail and in person
- Proactively recruit landlords and community partners to participate in housing programs by promoting and educating about housing programs
- Host workshops, receptions, roundtable discussions, focus groups, and luncheons
- Develop literature and other marketing tools for perspective participants
- Audit financials for each housing unit, complete TIC forms, provide the analytical data and documentation necessary for Federal and State audits
- Analyze electronic medical records to ensure quality documenting subject to State and Federal Audits
- Responsible for conducting interviews for potential employees, hiring, and dismissing employees
- Manage housing units for tenants with severe mental illness (SMI), substance abuse disorders, dual diagnosis, and developmentally disabled individuals
- Facilitated housing meetings, living skills groups, provided education on mental disorders and incorporated wellness plans to manage systems and prevent crisis
Education
Bachelor of Science - Clinical Psychology
University of Phoenix
Tempe, AZ05-2018
Skills
- Client relationship building
- Resource referrals
- Exceptional communication
- Customer relations
- Training and mentoring
- Team building
- Client services
- Schedule management
- Effective negotiation
- Sales proficiency
- Client experience management
- Strong leadership
Timeline
Client Service Manager
Supplemental Health Care
04.2018 - Current
Client Service Manager
Snider-Blake
04.2018 - 08.2021
Social Services Director
Oak Hills Nursing and Rehabilitation
02.2017 - 04.2018
Quality Assurance Systems Training Coordinator
Invacare Corporation
04.2012 - 01.2017
Property Manager
Housing and Urban Development, ABC Management Group
07.2011 - 04.2012
Case Manager
Southwest Behavioral Health Services
11.2009 - 07.2011
Housing Program Manager/ Trainer
NAZCARE, Inc
01.2007 - 11.2009
Bachelor of Science - Clinical Psychology
University of Phoenix