Malcom Wilson
North Miami,Florida
Summary
Highly organized and compassionate professional with extensive experience in customer service, case management, and program coordination. Proven ability to manage client interactions, facilitate seamless communication, and maintain accurate documentation in remote and in-person settings. Skilled in problem-solving, conflict resolution, and educating clients on procedures and requirements, ensuring exceptional service delivery. Proficient in utilizing digital tools, including CRM platforms and scheduling systems, to optimize workflows and enhance patient experiences. Committed to providing empathetic support and fostering positive relationships to improve patient satisfaction and engagement in a telehealth environment.
Overview
8
8
years of professional experience
Work History
Program Facilitator
Belafonte TACOLCY Center
12.2021 - 12.2022
- Design and facilitate life skills programming to improve participant well-being
- Manage documentation, including lesson plans, attendance records, and purchase orders, ensuring compliance and accuracy
- Develop and implement recruitment strategies, improving participant engagement and retention
Interview Specialist - Housing Specialist I
Nan McKay & Associates
05.2019 - 12.2021
- Conducted client interviews for initial eligibility and recertifications, ensuring accuracy and clarity in communication
- Educated participants on program requirements, fostering understanding and satisfaction
- Maintained detailed case files and participant records to meet company standards
Customer Service Representative - Call Center
Nan McKay & Associates
Miami, FL
12.2018 - 05.2019
- Delivered top-tier customer service, resolving client concerns in a professional and empathetic manner
- Provided guidance and solutions during high-pressure situations, contributing to a positive client experience
Panther Camp Activities and Traditions Director
Florida International University
09.2016 - 09.2017
- Organized and supervised team-building activities, fostering collaboration and engagement
- Planned and executed events for staff training, ensuring smooth program operations
Student Assistant
Florida International University
01.2016 - 09.2017
- Assisted students and parents with inquiries, providing timely and accurate information
- Maintained detailed records using PantherSoft and Excel to streamline processes
Peer Advisor
Florida International University
01.2015 - 01.2016
- Guided incoming students and parents through onboarding processes, ensuring a seamless transition
- Served as a resource and role model for over 7,000 individuals, demonstrating exceptional interpersonal skills
Education
Bachelor of Business Administration - Marketing
Florida International University
Miami, FL05.2018
Skills
- Remote Communication & Collaboration
- Customer Relationship Management (CRM)
- Problem-Solving & Conflict Resolution
- Process Improvement & Documentation
- Patient/Client Advocacy
- Microsoft Office Suite & CRM Platforms
- Documentation management
Timeline
Program Facilitator
Belafonte TACOLCY Center
12.2021 - 12.2022
Interview Specialist - Housing Specialist I
Nan McKay & Associates
05.2019 - 12.2021
Customer Service Representative - Call Center
Nan McKay & Associates
12.2018 - 05.2019
Panther Camp Activities and Traditions Director
Florida International University
09.2016 - 09.2017
Student Assistant
Florida International University
01.2016 - 09.2017
Peer Advisor
Florida International University
01.2015 - 01.2016
Bachelor of Business Administration - Marketing
Florida International University