Summary
Overview
Work History
Education
Skills
Timeline
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Kiwanna Hood

Atlanta

Summary

Dynamic Case Manager with a proven track record at Morgan and Morgan Law Firm, excelling in client advocacy and case planning. Skilled in problem-solving and documentation, I achieved positive client outcomes through comprehensive case management strategies, enhancing client satisfaction and engagement while fostering strong relationships with clients and their support networks.

Results-driven case management professional with track record of effective client advocacy and support. Experienced in conducting thorough assessments and creating individualized care plans to meet client needs. Collaborates seamlessly with multidisciplinary teams and adapts to dynamic situations to ensure optimal client outcomes.

Knowledgeable Case Manager with solid history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrated strong communication and problem-solving skills in high-pressure environments.

Overview

16
16
years of professional experience

Work History

Case Manager

Morgan and Morgan Law Firm
03.2024 - Current
  • Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
  • Monitored clients' progress and tracked client services to provide crisis interventions.
  • Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
  • Improved client engagement by implementing user-friendly appointment scheduling system.

Administrative Assistant

Simon Property Group
06.2022 - 02.2024
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
  • Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
  • Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
  • Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
  • Implemented new CRM system to track client interactions, improving response times and client satisfaction.
  • Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
  • Enhanced communication within office, establishing weekly newsletter summarizing key updates and achievements.
  • Improved document processing speed by introducing automated templates for routine correspondence.
  • Organized company events to enhance team cohesion, coordinating logistics and catering for over 50 participants.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Established administrative work procedures to track staff's daily tasks.
  • Performed research to collect and record industry data.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Surpassed team goals by partnering with colleagues to implement best practices and protocols.

Security Dispatcher

Allied Universal Security Services
10.2009 - 06.2022
  • Operated and monitored fire alarm and security CCTV systems to maintain building safety.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Leveraged two-way radio or telephone to dispatch security officers or other personnel.
  • Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
  • Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
  • Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
  • Enhanced security response times by efficiently dispatching officers to incidents and alarms.
  • Maintained accurate records of dispatched calls, ensuring timely follow-up on pending issues and seamless shift transitions.
  • Provided superior customer service by addressing client concerns promptly and professionally, maintaining positive relationships with clients.
  • Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
  • Improved communication between security teams by implementing a standardized radio protocol for incident reporting.
  • Assisted in emergency situations, coordinating resources and providing critical information to first responders.
  • Implemented an automated messaging system for officer check-ins, improving overall staff safety during shifts without compromising operational efficiency.
  • Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
  • Conducted regular audits of dispatcher call logs to identify areas for improvement in response times and accuracy of information relayed to officers.
  • Received emergency and non-emergency calls to dispatch security service and medical assistance.
  • Assisted in the creation of comprehensive incident reports, detailing all relevant information for further analysis and resolution.
  • Responded to [Number] calls per day to execute service or requests for emergency and routine assistance.
  • Streamlined the information-sharing process with external agencies such as the police department during collaborative operations.
  • Supported successful event management by coordinating security resources, access control points, and crowd control measures effectively during special events or emergencies.
  • Monitored and analyzed security trends, providing recommendations for improvements in operations or procedures to maintain a safe environment for clients.
  • Collaborated closely with supervisory staff to address any issues or concerns related to dispatcher performance or procedural compliance promptly and effectively.
  • Patrolled assigned areas to provide guest assistance while remaining alert for suspicious circumstances or individuals.
  • Assisted callers in emergency situations with appropriate information and support.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.

Education

Associate of Science - Business Administration And Management

Strayer University
06-2024

GED -

Adult Education Center
Atlanta, GA
06-1996

Skills

  • Problem-solving
  • Case management
  • Time management
  • Case documentation
  • Organization and multitasking
  • Documentation and reporting
  • Relationship building
  • Positive attitude
  • Client advocacy
  • Case planning
  • Critical thinking
  • Records management
  • Case management tracking
  • Case needs assessment
  • Medical records management
  • Client relationship management
  • Client empowerment
  • Teamwork and collaboration
  • Multitasking Abilities
  • Attention to detail
  • Written and verbal communication
  • Client meetings

Timeline

Case Manager

Morgan and Morgan Law Firm
03.2024 - Current

Administrative Assistant

Simon Property Group
06.2022 - 02.2024

Security Dispatcher

Allied Universal Security Services
10.2009 - 06.2022

Associate of Science - Business Administration And Management

Strayer University

GED -

Adult Education Center

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Kiwanna Hood