Cathy Brown
Monroe
Summary
To utilize professional skills of critical thinking, creative abilities, organization and decisiveness, as well as developing rapport with groups and individuals to the best of my ability.
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
29
29
years of professional experience
Work History
Call Center Representative
NexRep
12.2024 - 05.2025
- Company Overview: Call Center for New York Consumer Directed Personal Assistant Services administered through Public Partnerships, LLC.
- High volume call center focused on registering consumers and personal assistants and troubleshooting various issues that arise during the process.
- Call Center for New York Consumer Directed Personal Assistant Services administered through Public Partnerships, LLC.
Medical Certification Specialist II
State of Louisiana, Department of Health & Hospitals, Office of Aging & Adult Services
Monroe
11.2010 - 06.2023
- Trained Region 8 case managers of the participants of the Community Choices Waiver;
- Monitored support coordinator agencies for compliance with rules and regulations;
- Created power point presentations for presentation at mandatory quarterly meetings with support coordinators and direct service providers;
- Reviewed critical incident inquiry reports for appropriate information and compliance.
Director of Social Services
West Monroe Guest House
West Monroe
03.2005 - 11.2010
- Direct association with residents and their families;
- Admission coordination with residents and their families;
- Conducted family council meetings;
- Compiled assessment information at 5, 14, 30, 60 and 90 day intervals for skilled nursing residents and quarterly and annual assessments for traditional residents;
- Wrote social service notes in support of assessments.
Call Center Representative
Ouachita Parish Police Jury – 911 Call Center
Monroe
12.2004 - 08.2005
- Weekend rotation for first responders alert for directing incoming calls to the 911 emergency services.
Assistant Case Manager, Transitional Living
Our House/Safe Place
Monroe
07.2003 - 07.2004
- Maintained files on all clients;
- Taught responsible living skills when required;
- Went on outings.
Paralegal
McLeod Verlander. Attorneys
Monroe
11.1996 - 02.2001
- Areas of expertise: domestic law, personal injury, general office;
- Drafted legal documents related to specialized areas of legal practice;
- Bookkeeping;
- Maintained court calendar;
- Summarized depositions;
- Prepared clients for court and depositions.
Education
Master of Social Work -
University of New England
05.2014
Master of Arts - Gerontology
University of Louisiana at Monroe
08.2006
Bachelor of Arts Degree - Social Work
Univ of Louisiana at Monroe
12.2004
National Academy for Paralegal Studies
01.1992
High School -
Starkville High School
05.1972
Skills
- Empathy
- Organized
- Attentive Listener
- Quick learner
- Problem solver
- Customer service
Accomplishments
- Notarial examination passed, 12/01/83
- Commissioned, 01/10/84
- Certified by the Federal Deposit Insurance Corporation in Money Smarts, 01/01/03
- Student Social Work Association, President, 01/01/04, 12/01/04
- Our House/Safe Place. Transitional Living Volunteer, 09/01/03, 12/01/03
- Ouachita Parish Alternative School. Volunteer, 01/01/04, 05/01/04
- Riverbend Elementary School. Counselor Intern, 10/01/04, 12/01/04
- CASA of Northeast Louisiana. Advocate Volunteer, 08/01/03, 12/01/04
- Gerontology Honor Society, 09/01/05, 08/01/06
References
Furnished upon request.
Timeline
Call Center Representative
NexRep
12.2024 - 05.2025
Medical Certification Specialist II
State of Louisiana, Department of Health & Hospitals, Office of Aging & Adult Services
11.2010 - 06.2023
Director of Social Services
West Monroe Guest House
03.2005 - 11.2010
Call Center Representative
Ouachita Parish Police Jury – 911 Call Center
12.2004 - 08.2005
Assistant Case Manager, Transitional Living
Our House/Safe Place
07.2003 - 07.2004
Paralegal
McLeod Verlander. Attorneys
11.1996 - 02.2001
Master of Social Work -
University of New England
Master of Arts - Gerontology
University of Louisiana at Monroe
Bachelor of Arts Degree - Social Work
Univ of Louisiana at Monroe
National Academy for Paralegal Studies
High School -
Starkville High School