NICOLAS DOWLING
Brooklyn
Summary
Compassionate human services professional with a background as a Wellness Coach at Services for the UnderServed and as a Case Manager in a migrant shelter serving high-need populations. Experienced in trauma-informed care, behavioral health support, crisis intervention, and resource coordination for underserved and vulnerable individuals. Proven ability to work in fast-paced, high-risk environments while providing culturally responsive, client-centered services. Seeking to expand professional growth and deepen impact by advancing into behavioral health roles focused on recovery, stability, and long-term wellness.
Overview
7
7
years of professional experience
Work History
Case Manager
Services for the Underserved (S:US)
05.2025 - Current
- Provide strengths-based, person-centered wellness coaching to individuals with mental health and/or substance use challenges.
- Support clients in setting and achieving goals related to health, housing stability, employment, and overall well-being.
- Collaborate with interdisciplinary teams to ensure coordinated care, and consistent follow-up on client progress.
- Maintain detailed documentation in electronic health records, tracking service delivery, outcomes, and compliance.
- Facilitate wellness workshops and resource navigation, connecting clients to essential services and support networks.
- Provided crisis intervention and de-escalation support as needed.
Case Manager
Staffing Boutique Inc. / Medrite
01.2023 - 12.2024
- Supervised and mentored a team of case workers to ensure effective service delivery and performance.
- Designed and implemented case management strategies aligned with industry’s best practices.
- Managed high-risk cases, and provided expert-level support for time-sensitive client needs.
- Led training on software tools, optimizing operations and streamlining workflows.
- Organized team meetings and monitored KPIs to track overall success.
- Delivered direct support to 800+ immigrant families, addressing both immediate and long-term needs.
- Assisted clients with access to medical care, mental health services, benefits, and community resources
- Supported clients navigating healthcare systems, appointments, and follow-up care
Salesforce Administrator Career Training (Capstone Projects)
NYU Tandon School of Engineering
01.2023 - 12.2023
- Managed leads, cases, and opportunities using Salesforce automation tools to enhance sales and customer success.
- Built advanced dashboards and reports using Sales Cloud Lightning to track team performance and stakeholder metrics.
- Enforced data integrity across the org through validation rules, duplicate management, and required fields.
- Conducted business process analysis and presented data-driven insights and improvement strategies.
Salesforce Administrator Associate
Peach & Fox, LLC
01.2022 - 09.2023
- Supported a fast-growing small business to scale sales operations and increase market share.
- Digitized customer data and executed an email marketing campaign, improving lead generation.
- Migrated data into Salesforce and implemented a fully integrated CRM solution, including user profile setup and reporting tools.
- Developed tailored reports and dashboards to support sales and decision-making.
- Improved lead generation efforts for both inbound and outbound funnels.
Sales Associate
Target
01.2019 - 12.2021
- Maintained 100% accuracy rate on POS operations; opened the store for 30% of shifts.
- Trained and mentored two new associates in customer service practices.
- Delivered outstanding customer service, answered inquiries, recommended products, and ensured efficient transaction processing.
- Maintained store standards through cleaning, restocking, and product knowledge to support sales targets.
Education
Salesforce Administrator Career Certificate - CRM for Business, Intro to Salesforce Administration, Advanced Salesforce Topics, Applied Business Solutions
NYU Tandon School of Engineering
New York01.2023
Associate of Science -
Kingsborough Community College
Brooklyn, NY01.2022
Skills
- Wellness & Recovery Coaching
- Trauma-Informed Care
- Motivational Support
- Group Facilitation
- Crisis Intervention & De-escalation
- Behavioral Health Support
- Client Engagement
- Documentation & Compliance
- Community Resource Coordination
- Progress Notes & Case Documentation
- Observation & Reporting
- Confidentiality & HIPAA Compliance
Websites
Timeline
Case Manager
Services for the Underserved (S:US)
05.2025 - Current
Case Manager
Staffing Boutique Inc. / Medrite
01.2023 - 12.2024
Salesforce Administrator Career Training (Capstone Projects)
NYU Tandon School of Engineering
01.2023 - 12.2023
Salesforce Administrator Associate
Peach & Fox, LLC
01.2022 - 09.2023
Sales Associate
Target
01.2019 - 12.2021
Salesforce Administrator Career Certificate - CRM for Business, Intro to Salesforce Administration, Advanced Salesforce Topics, Applied Business Solutions
NYU Tandon School of Engineering
Associate of Science -
Kingsborough Community College