Lamisha P Grays
Greenville
Summary
Honored to have 10 plus years solid background in human relations and customer service interactions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring company satisfaction in detailed work. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Strong leader and independent in decision-making skills and sound judgment that positively impact company's goals.
Overview
18
18
years of professional experience
Work History
Customer Service Representative 3
Georgia Department of Family and Children Services
03.2023 - Current
- Managed high-stress call volume in a remote setting
- Receive calls on whether allegations meet the agency’s definitions of child abuse or neglect and assess the level of danger to determine how the agency should respond
- Provides excellent customer service to mandated reporters in all agency's
- Multi task between screens in order to process a report
- Process calls from law enforcement officials who are in need of immediate assistance in their local county
- Staff each report with supervisor on whether maltreatment to the child is abuse, neglect or unsubstantiated
Pharmacy Customer Service Representative
CVS HEALTH CORPORATION
01.2022 - 02.2023
- Provide pharmacy care for patient’s specialty medication in order to maintain their functioning
lifestyle - Operate computer system to process 50-100 patient insurance information in order to fill
medication for shipment daily - Use dual monitors to look up patient insurance information while processing rejections and
approval status on submitted claims - Complete assigned work list from team leads by calling insurance companies and doctors’
offices to gather information on patients’ prior authorizations approvals and denials for
submitted claims - Work simultaneously at answering incoming calls from patients, returning phone calls to
schedule delivery while operating dual monitors to process patients’ insurance claims
before 5pm deadline - Expedite delivery of medication to patients overnight through FedEx shipping services
- Process and print labels. Input email addresses of customer to receive ship alerts on the
delivery of their packages
Instructional Aide
ChanceLight Behavioral Health, Therapy & Education
02.2019 - 01.2022
- Provided support during classes, group lessons, and classroom activities.
- Provided one-on-one support for students needing additional assistance, improving their understanding of course material.
- Prepared supplementary materials for diverse learners, helping accommodate varying learning styles and abilities within the classroom.
- Contributed to a positive classroom environment by establishing rapport with students and addressing individual needs.
Advocate/Human Service Professional
Twin Cedars Youth Services
08.2007 - 02.2019
- Advocate for teen clients and their babies
- Taught life and parenting skills
- Supervised outings and ensure safety of clients and their children
- Assists with clinical and educational groups
- Managed daily activities of clients in the Transitional Living Program
- Perform on-call responsibilities assigned
- Advocate through demonstrating strong listening skills and acknowledging clients concerns
- Improved community engagement by providing legal advocacy and support.
- Conducted thorough research for preparing compelling case arguments.
- Enhanced client outcomes with effective negotiation strategies.
- Fostered strong client relationships by maintaining open communication.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
Social Services Case Manager II
Department Of Family And Children's Services
11.2017 - 02.2018
- Assesses and records client and community resource information
- Collects evidence, interviews, witness, and prepares necessary reports according to rules and regulations, state and federal laws
- Compiles records and prepares reports; performs follow up to determine the status of clients care
- Conducts home-visits evaluations for information gathering to be used in assessments
- Coordinates and monitors children in and out -of- home placements and in-home interventions
- Develops case plans that effectively utilize community resources to meet needs of the individual client
- Initiates the legal process for guardianship, protective services, placement and or adoption
- Maintains required documentation and completes reports
- Makes immediate assessments regarding safety of clients and responds according to established protocol and policies
CAPS Case Manager
Department Of Family And Children's Services
10.2016 - 11.2017
- Screen Georgia families applications for childcare assistance funding
- Interview applicants over the phone and in person who have applied for childcare assistance
- Approve and deny applications based off client's household size and family income
- Contact daycare providers and assist them with payment and processing forms
- Gather personal documents from working parents to approve them for childcare assistance
- Process applications in Gateway and Maxstar system
Direct Care Staff 1/Coach
Georgia Baptist Children Home
03.2009 - 09.2016
- Oversee care of young adults in a residential setting
- Participate in admissions, interview process, and completion of intake paperwork
- Aid in creating program plan/goals and evaluate client's progress
- Care for the physical and psychosocial needs of clients
- Transport clients to necessary appointments
- Attend monthly trainings on child care, troubled families, and more
- Assist with counseling and job development services
- Assisted clients with daily living activities to improve quality of life.
- Maintained clean and safe environment, ensuring client safety.
- Assisted with medication reminders to promote health management.
- Provided emotional support for enhancing client well-being.
Education
Master of Science - Psychology
University of Phoenix
Atlanta, GA07-2013
Bachelor of Science - Criminal Justice
University of Phoenix
Sandy Springs, GA07-2010
High School Diploma -
Greenville High School
Greenville GA05-2004
Skills
- Remote Work
- Human Services
- Behavioral Management
- Crisis Management
- Multi Tasking
- Call Volume
- Customer Service
- Data Entry
- Computer Proficiency
- Hours of Online Job Training
- Field Training
- CPR & First Training
Timeline
Customer Service Representative 3
Georgia Department of Family and Children Services
03.2023 - Current
Pharmacy Customer Service Representative
CVS HEALTH CORPORATION
01.2022 - 02.2023
Instructional Aide
ChanceLight Behavioral Health, Therapy & Education
02.2019 - 01.2022
Social Services Case Manager II
Department Of Family And Children's Services
11.2017 - 02.2018
CAPS Case Manager
Department Of Family And Children's Services
10.2016 - 11.2017
Direct Care Staff 1/Coach
Georgia Baptist Children Home
03.2009 - 09.2016
Advocate/Human Service Professional
Twin Cedars Youth Services
08.2007 - 02.2019
Master of Science - Psychology
University of Phoenix
Bachelor of Science - Criminal Justice
University of Phoenix
High School Diploma -
Greenville High School
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