Laura Suggs
Greenwood,AR
Summary
Family oriented professional with strong commitment to delivering impactful support and services to diverse populations. Recognized for effectively managing caseloads and achieving positive client outcomes. Known for collaborative teamwork and adaptability in dynamic environments. Key skills include strong leadership skills, case management, client advocacy, and resource coordination. Confident in handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Social Service Specialist
Arkansas Department of Human Services
05.2023 - Current
- Coordinated care between multiple service providers to ensure clients received seamless, comprehensive assistance in addressing their needs.
- Ensured compliance with all state and ADA regulations, and agency policies by maintaining detailed documentation of services provided.
- Conducted home visits as part of comprehensive case management services, assessing family dynamics and living environments for potential concerns.
- Received public recognition for being an "Everyday Champion" for my ability to build rapport with the families during the hardest times in their lives.
- Educated clients on available resources, empowering them to make informed decisions about their care plans.
- Supported client's mental health needs through referrals to appropriate providers or facilitating therapeutic interventions as needed.
- Prepared reports for courts and participated in court proceedings. Many in which resulted in achieving the goal of reunification of families.
CES Waiver Manager
Bost Incorporated
07.2022 - 04.2023
- Manage team to assist individuals with disabilities to live more normal day-to-day lives.
- Serve as a liaison between individuals and assigned Provider Led Arkansas Shared Savings Entity (PASSE) to ensure the delivery of services meet the needs, goals, and objectives identified.
- Implementation of PCSP plans for individuals.
- Ensure budget information is completed and submitted timely.
- Lead, coach and/or discipline staff to provide top quality care to individuals with special needs.
- Set schedules
- Managed financials and housing through HUD agency
- Supervised 150-200 DSPs.
- Worked 12 day on-call rotations.
- Managed and motivated employees to be productive and engaged in work.
Customer Service Representative II
Summit Utilities
06.2017 - 07.2022
- Strong communication skills to assist customers, through inbound and outbound calls and emails.
- Assist customers regarding their gas account, scheduling service transfer, billing concerns and payment assistance.
- Direct customer inquiries regarding website navigation and emergencies.
- Member of a testing group during a company merger and system conversion.
- Handled billing issues and order inquiries
- Assisted with technical support duties
- Managed customer accounts
- Booked appointments
- Handled emails, inbound calls, and outbound calls
- Interacted with customers through live chat
- Assisted customers with questions
- Managed customer accounts
- Greeted customers
- Resolved customer issues
- Worked in the inbound call center
- Responded to inquiries and issues
Account Management-Private Collector
Golden Living Centers
07.2014 - 01.2017
- Handled outbound calls as an effort to collect payment for nursing home stay.
- Answered inbound calls to assist with billing concerns for residents and family members.
- Managed over 400 accounts and collected approximately $500,000 monthly.
- Audited accounts to ensure accuracy in billed insurance re: Medicare, Medicaid, and private insurance.
- Complied with all HIPAA, Federal, State and company policies, procedures, and regulations.
Global Escalations Supervisor
Experian Consumer Services
07.2007 - 01.2014
- Managed inbound calls for six call centers.
- Assisted customers regarding credit inquiries, questions, website navigation, compliments, and complaints.
- Coached agents within the call center with general questions and customer inquiries.
- Handled escalated calls to educate customers on company policy, terms and conditions.
- Consistently retained high phone sales average for my team monthly.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ06.2020
Skills
- Attention to detail (10 years)
- Time management (10 years)
- HIPAA (10 years)
- Conflict management (4 years)
- Account Management (5 years)
- Leadership (10 years)
- Supervising experience (8 years)
- Interviewing (8 years)
- Management
- Family support
Certification
- CPR
Timeline
Social Service Specialist
Arkansas Department of Human Services
05.2023 - Current
CES Waiver Manager
Bost Incorporated
07.2022 - 04.2023
Customer Service Representative II
Summit Utilities
06.2017 - 07.2022
Account Management-Private Collector
Golden Living Centers
07.2014 - 01.2017
Global Escalations Supervisor
Experian Consumer Services
07.2007 - 01.2014
Bachelor of Science - Business Management
University of Phoenix
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