Kelly Canaday, MSW
Social Worker
Fort Myers,FL
Summary
Seasoned, customer-focused professional with desire to take on new challenges using strong work ethic, exceptional interpersonal skills, compassion, and empathy. Adept at providing excellent customer service to both internal and external customers. Seeking opportunities to utilize Social Work and Customer Service experience.
Overview
32
32
years of professional experience
Work History
Social Work Case Manager
American Red Cross
Fort Myers, FL
11.2022 - 12.2022
- Interviewed clients individually and with family members to determine services to best address specific needs.
- Conducted initial screenings, intakes and needs assessments to help organize community-based services.
- This was a temporary job working with residents of a homeless shelter to assist them with finding more permanent housing and connecting them to other available community resources such as FEMA, following hurricane Ian.
Customer Service Representative Specialist
Alta Resources Corp.
Fort Myers, FL
04.2021 - 04.2022
- Answered incoming calls, providing frontline customer support with product information and trouble shooting.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Care Advocate
United Health Group
Latham, NY
01.2010 - 09.2014
- Performed assessment, triage, and crisis management functions for health plan members in a call center.
- Assisted members in accessing mental health and substance abuse benefits, gave referrals to providers and facilities, and recommended appropriate levels of care.
- Provided intensive case management services with telephonic outreach for high-risk members who had multiple hospital admissions and difficulty with following up on post-hospital treatment recommendations.
Clinical Supervisor
MVP Healthcare
Schenectady, NY
04.2001 - 08.2009
- Supervised a 7 person team of clinical personnel in an insurance-based call center.
- Responded to complaint calls from health plan members and providers.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Wrote and introduced policies and procedures including implementation, revision and evaluation.
Education
Master of Social Work -
State University of New York At Albany
Albany, NYBachelor of Arts - Psychology and Sociology
State University of New York College At Oswego
Oswego, NYSkills
- Polished verbal and written communication skills
- Crisis management/triage
- Computer proficient
- Medical and Mental Health Social Work
- Case management
- Customer service and call center specialist
- Supervisory experience
- Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Social Work Case Manager
American Red Cross
11.2022 - 12.2022
Customer Service Representative Specialist
Alta Resources Corp.
04.2021 - 04.2022
Care Advocate
United Health Group
01.2010 - 09.2014
Clinical Supervisor
MVP Healthcare
04.2001 - 08.2009
Master of Social Work -
State University of New York At Albany
Bachelor of Arts - Psychology and Sociology
State University of New York College At Oswego
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