Elizabeth Mpi

Provided casework services to clients, including conducting initial
assessments and developing individualized case plans.
Conducted home visits to assess client needs, evaluate progress toward goals, and document service delivery.
Assisted clients with job searches, budgeting, parenting skills, housing
resources and other social services as needed.
Maintained accurate records of client information in accordance with
agency policies and procedures.
Developed relationships with local agencies to ensure access to necessary services for clients.
Participated in weekly team meetings to discuss case management
strategies and review progress towards established goals.
Provided crisis intervention when necessary by responding quickly to
urgent requests from clients or referral sources.

• Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
• Consulted with staff on resolution of complex service issues.
• Handled child, family team meetings.
• Conducted visitations to families ensuring child’s safety from abuse and neglect.
• Educate families on Safe Sleep for infants.
• Attend court hearings, facilitate meetings between parents and service providers.
• Document events in accordance to DCS policies.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.
• Consulted with customers to resolve service and billing issues.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Developed strong customer relationships to encourage repeat business.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Answered inbound calls, chats and emails to facilitate customer service.
• Improved customer service wait times to mitigate complaints.

• Operated handheld scanners to track merchandise throughout fulfillment process.
• Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
• Gathered and organized merchandise for distribution into appropriate envelopes, boxes or pallets.
• Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders.
• Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
• Adhered closely to safety procedures in daily operations and reported hazards or accidents to management.
• Fulfilled orders quickly to accomplish challenging daily objectives.
• Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
• Organized and stored items in warehouse using pallet jacks and hand trucks.
• Reported damaged products or safety hazards to immediate supervisor.
• Worked additional hours and shifts to meet tight deadlines during peak periods.
• Followed SOP procedures to prevent mix ups and damages during order fulfillment process.

• Built and enhanced relationships with parents to boost revenue.
• Managed organizational budget and finances.
• Maintained students records and information in school’s database.
• Oversaw business operations by daily production meetings, reviewed lesson notes, creating educational support programme for struggling students and creation of feeding plans for picky eaters.
• Identified parents'/ students’ individual needs by asking open-ended questions and gathering information on educational needs.
• Developed business objectives and strategies to define goals and methods for achievement.
• Hired, supervised and mentored staff of 22 talented employees.
• Set pricing structures according to market analytics and emerging trends.
• Kept building areas organized and functional to promote business productivity and deliver professional appeal to parents and students.
• Prepared weekly schedules to verify proper floor coverage within term guidelines.
• Tracked and measured success by student’s growth mentally, emotionally and physically.
• Delivered presentations on PTA meetings.
• Consulted educational outfits on trainings for the teachers and implemented innovative teaching techniques with successful results such as the educational support programme.