Carla R. Milan

• Monitored client progress towards established goals and objectives.
• Conducted assessments to determine individual service requirements and care needs.
• Developed and implemented case management plans for individuals with complex needs.
• Participated in continuing education activities and training related to best practices in case management.

• Assessed clients' needs, developed service plans and monitored progress towards goals.
• Maintained up-to-date case records with case activity status.
• Advised staff members on effective strategies for working with challenging client behaviors.
• Participated in professional development activities related to case management best practices.

Taking inbound calls from customer regarding their services with DSL also giving billing information applying credit and troubleshooting and dispatching technicians.

• Maintained a high level of professionalism when dealing with difficult customers.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Developed strong relationships with customers by providing personalized assistance and support.