Makaila Frank
Frisco,TX
Summary
Experienced in creating structured environments and promoting positive behavioral changes. Adept at providing crisis intervention and developing individualized service plans. Able to assess and evaluate client progress and provide feedback to ensure successful outcomes.
Overview
8
8
years of professional experience
Work History
Case Manager
Grace Connection Service
Marysville, WA
06.2024 - Current
- Coordinated client assessments to determine eligibility for services and support needs.
- Developed and implemented individualized service plans to address client goals and challenges.
- Monitored client progress, adjusting care strategies based on changing circumstances and feedback.
- Collaborated with multidisciplinary teams to ensure comprehensive service delivery for clients.
- Advocated for clients' rights and resources within community systems and organizations.
- Evaluated program outcomes, recommending improvements to enhance service quality and efficiency.
- Conducted comprehensive needs assessments to determine housing eligibility and resources for clients.
- Streamlined housing application processes, enhancing efficiency and reducing processing times.
- Advocated for client interests in meetings with stakeholders and service providers, fostering partnerships for better outcomes.
- Collaborated with cross-functional teams to assess project needs and allocate resources effectively.
- Utilized advanced analytics tools to monitor trends in resource usage, proactively identifying potential areas for optimization or cost savings opportunities.
- Etc
Debt Collector
Sentry Credit
Everett, WA
04.2024 - 05.2024
- Negotiated payment plans with clients to resolve outstanding debts efficiently.
- Monitored accounts to ensure timely payments and compliance with agreements.
- Utilized CRM software to track interactions and update account statuses accurately.
- Conducted thorough account reviews to identify discrepancies and initiate follow-up actions.
- Provided training and support to new collectors on company policies and best practices.
- Resolved disputes by communicating effectively with clients while maintaining professionalism.
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Developed strong relationships with customers to foster timely payments and account resolution.
Department Supervisor
Marshalls
Marysville
10.2023 - 03.2024
- Coordinated daily activities to ensure timely completion of tasks within established deadlines
- Delivered excellent customer service, driving quality shopping experiences
- Handled escalated customer issues, driving customer satisfaction and repeat business
- Maintained knowledge of product ranges and services to improve customer experience
- Mentored staff on best practices for process improvement to optimize workflow efficiency
- Collaborated with other departments across the organization to facilitate cross-functional projects
- Developed and implemented successful customer service initiatives resulting in improved customer satisfaction ratings
- Operated cash register and accurately processed payments, returns, and exchanges
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows
- Built and maintained positive working relationships with co-workers
- Demonstrated excellent customer service skills while interacting with customers in a friendly manner
- Helped restock shelves when necessary to maintain an organized display area.
Online Banking Specialist
WAFD
Everett, WA
02.2024 - 2024
- Facilitated online banking customer inquiries, resolving issues with efficiency and accuracy.
- Assisted customers in navigating digital banking platforms, enhancing user experience and satisfaction.
- Processed account maintenance requests, ensuring adherence to compliance and operational policies.
- Educated clients on features of online banking services, promoting product adoption and usage.
- Collaborated with IT teams to troubleshoot system issues, improving service reliability and performance.
- Reduced fraud-related losses by proactively identifying suspicious activities in clients'' accounts and taking appropriate action.
Residential Counselor
Cocoon House
Monroe
08.2023 - 2024
- Established trusting relationships with all clients, providing a safe space where they can express themselves freely without judgement
- Demonstrated excellent communication skills while interacting with clients, families, and other professionals
- Provided guidance and support towards helping residents develop life skills necessary for independent living
- Observed changes in client's behaviors or moods, intervening when necessary according to established protocols
- Monitored individual progress and documented changes in behaviors, mood, and skills
- Utilized crisis intervention techniques to de-escalate challenging situations with clients
- Participated in training sessions related to best practices when working with individuals who have mental health issues or substance abuse problems
- Collaborated with interdisciplinary teams to ensure proper implementation of care plans for each client
- Interacted positively with residents in general and common areas
- Attended weekly team meetings where progress was discussed amongst staff members and supervisors
- Implemented recreational activities to encourage physical and mental wellness
- Monitored medications and assisted residents in understanding side effects or any potential risks associated with them
- Engaged residents through creative, resourceful strategies to build trust and confidence
- Developed and implemented effective behavior management strategies with residents to increase their self-regulation skills
- Intervened in crises by responding to emergencies and initiating action
- Met with community supporters to help implement service plans
- Provided individual and group counseling to residents in a residential setting, utilizing evidence-based interventions such as cognitive behavioral therapy
- Documented events involving residents and building operations activities
- Assisted in developing treatment plans for each resident based on individual needs and goals
- Drove safety and security by monitoring general access areas and enforcing rules
- Provided case management services by linking clients to resources within the community that would benefit them long term
- Coordinated services for residents by contacting outside service providers
- Made regular rounds to ensure that residents and areas were safe and secure
- Communicated with other staff to resolve problems with individual students.
- Implemented inventory management strategies to enhance stock accuracy and reduce losses.
- Led team meetings to communicate goals, performance expectations, and updates effectively.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
YMCA front desk Membership representative
YMCA
Monroe
02.2023 - 08.2023
- Promote and sell memberships and services, learn to give quality tours according to the goals and interests of our members
- Scanning in of member cards and greeting of clients in a professional manner
- Building good relationships between clientele
- Answering client questions in a prompt, professional, and friendly manner
- Collaboration with a team to make a lasting difference in the community
- Light cleaning, washing/folding towels, making coffee, stocking cups and creamer, all while making our members feel valued and appreciated
- Participated in team meetings where ideas were discussed on how best to engage current members and attract new ones.
Claires (assistant manager)
Claire’s & Icing Stores
Monroe
01.2022 - 03.2022
- Maintained accurate records of all member transactions in the database system
- Analyzed data from surveys to identify areas for improvement in order to enhance the overall customer experience
- Resolved customer complaints quickly and efficiently while upholding company policies
- Assisted with promotional campaigns to increase membership numbers
- Processed applications for new memberships, renewals, upgrades, cancellations, refunds, and exchanges
- Answered customers’ questions about services, prices, availability, or credit terms
- Quoted prices, credit terms, contract terms, or fulfillment dates for services
- Maintained customer records using automated systems
- Consulted with clients after sales and contract signings to resolve problems and provided ongoing support
- Computed and compared costs of services
- Distributed promotional materials at meetings, conferences, and tradeshows
- Responded promptly to emails from potential or current members seeking information about available services or promotions
- Informed customers of contracts and other information pertaining to purchased services
- Negotiated prices and terms of sales and service agreements
- Negotiation of prices
- Money handling
- Cashier/filing paperwork
- Basic computer knowledge
- Merchandising, sales closing shift/opening shift, handling phone orders, stocking/sales price changes, piercing of ears, sterilizing and cleaning of store product
- Helped oversee the daily operations of the store, managing staff and inventory
- Resolved customer complaints and handled refunds and returns to promote satisfaction
- Tracked store inventories and replenished products according to demand
- Communicated with clients to address questions, concerns, and needs and provide quality customer service
- Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties.
Customer Service Representative
Wagly Veterinary Hospital & Pet Campus
Bellevue
09.2021 - 01.2022
- Oversaw daily financial transactions and managed cash flow to support profitability
- Developed and implemented effective customer service strategies to reduce wait times and improve customer satisfaction
- Handled employee discipline and termination according to company policies
- Created weekly schedules based on predicted staffing needs, budgets, and employee requests
- Trained new employees in product knowledge, customer service protocols, cash handling procedures, and safety regulations
- Receive and respond to emails
- Display professional verbal skills
- Display problem-solving skills in a respectable manner
- Animal handling
- Handle multi-line telephone calls in a professional manner and efficient
- Read and interpret various reports
- Answered a high volume of calls in a professional manner while providing accurate information on products and services offered by the clinic
- Maintained records of all animals seen at the clinic including vaccinations, treatments, medications administered, and other related services provided
- Assisted customers with questions regarding their pets’ healthcare needs
- Verified client information including name, address, telephone number, payment method, and pet information prior to appointment
- Communicated effectively with co-workers to ensure smooth functioning of the clinic
- Provided support to other departments within the veterinary practice when needed
- Performed administrative tasks such as filing paperwork, preparing invoices, and collecting payments from clients
- Managed the daily operations of the front office which included opening and closing duties and managing cash drawers
- Greeted and checked in patients, collected patient information, and scheduled appointments
- Assisted veterinarians with medical procedures such as injections and drawing blood samples
- Ensured that all financial transactions were accurately recorded in accordance with company policy and procedures.
Caregiver
Brookdale senior living
Monroe
03.2021 - 09.2021
- Assisted clients with activities of daily living such as bathing, dressing, and grooming
- Helped clients with daily tasks, such as laundry, housekeeping, and shopping
- Provided compassionate care to elderly patients, adapting to their individual needs and preferences
- Performed light housekeeping duties including laundry, meal preparation, and grocery shopping
- Assisted residents in activities of daily living to maintain health and dignity
- Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques
- Engaged clients through conversation and companionship, promoting independence and meeting social requirements
- Provided emotional support to clients during difficult times
- Demonstrated excellent communication skills while interacting with clients, families, and other healthcare professionals
- Administered medications in accordance with physician orders, ensuring accurate dosage and timing
- Responded quickly to emergency situations and provided necessary first aid
- Worked in cooperation with family and outside providers to meet the physical and emotional needs of the patient
- Utilized problem-solving techniques to resolve challenging situations in a timely manner
- Coordinated medical appointments, errands, and social events
- Read and contributed to shift reports and care notes
- Monitored vital signs and reported changes to the appropriate medical personnel
- Recognized early signs of distress or decline in health status and responded accordingly
- Protected health information according to HIPAA policies and procedures
- Assessed changing physical or mental conditions of clients in order to recommend adjustments in care plans
- Fostered resident comfort by answering requests and reporting observations to nursing supervisor
- Participated in case reviews, consulted with team caring for the client, to evaluate client’s needs and plan for continuing services.
Flexible Fulfillment Team Member
Round Table Pizza
Frisco
03.2018 - 12.2019
- Gained experience in providing excellent customer service, including taking orders, answering questions, and responding to complaints
- Followed food safety and illness prevention procedures by sanitizing utensils and wearing gloves
- Maintained a clean working area at all times; wiping down counters, stocking shelves, and organizing supplies
- Offered attentive, friendly guest service
- Worked closely with kitchen staff to ensure that food was prepared correctly according to recipes and served promptly within established time frames
- Demonstrated ability to quickly learn menu items and specials, as well as accurately inputting orders into the point of sale system
- Provided friendly and efficient service to customers by setting tables with clean linens, silverware, glassware, and condiments
- Assisted with bussing tasks, clearing and resetting tables
- Carried dishes from the kitchen and quickly delivered to customers
- Monitored tables closely and remained attentive to guests’ needs
- Wrote down customer orders and informed the kitchen of special food requests
- Developed skills in handling cash transactions efficiently and accurately while following company policies.
Education
-2 - Psychology
Heritage Highschool
Frisco, TexasSkills
- Typing skills in coding
- Typing skills in data entry (Excel and Microsoft)
- As a roundtable employee provide strategy for stress management as well as situational strategies
- Skilled in customer service
- Interpersonal skills and communication skills
- Hospitality
- Problem solving
- Order Entry
- Animal Care
- Animal Restraint
- Animal Handling
- Kennel Experience
- Front Desk
- Pet Care
- Sales
- Cash register
- Cash handling
- Merchandising
- Customer service
- Leadership
- Cooking
- Childcare
- Negotiation
- Animal restraint
- Typing
- Order entry
- Child protective services
- Case Management
- Pet Grooming
- Teaching
- Problem-solving
- Case management
- Time management
- Case documentation
- Active listening
- Organization and multitasking
- Documentation and reporting
- Relationship building
- Decision-making
- Conflict resolution
- Email and telephone etiquette
- Client advocacy
- Critical thinking
- Emotional awareness
- Case needs assessment
- Discharge planning
- Needs assessment
JOBLESS TIME GAP REASON
Pregnancy
Timeline
Case Manager
Grace Connection Service
06.2024 - Current
Debt Collector
Sentry Credit
04.2024 - 05.2024
Online Banking Specialist
WAFD
02.2024 - 2024
Department Supervisor
Marshalls
10.2023 - 03.2024
Residential Counselor
Cocoon House
08.2023 - 2024
YMCA front desk Membership representative
YMCA
02.2023 - 08.2023
Claires (assistant manager)
Claire’s & Icing Stores
01.2022 - 03.2022
Customer Service Representative
Wagly Veterinary Hospital & Pet Campus
09.2021 - 01.2022
Caregiver
Brookdale senior living
03.2021 - 09.2021
Flexible Fulfillment Team Member
Round Table Pizza
03.2018 - 12.2019
-2 - Psychology
Heritage Highschool