Nicole Armstrong
Akron,Ohio
Summary
Dedicated Customer Service professional/case manager with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Qualified Mental Health Specialist
Minority Behavioral Health Group
09.2017 - Current
- Implemented crisis intervention plans to support client safety.
- Provided case management services to monitor client access to resources and services.
- Educated clients and families about mental health issues, treatments and resources.
- Supported continuity of care after discharge with individualized discharge plans.
- Revised individual treatment plans for clients with mental health concerns to obtain best possible outcomes.
- Evaluated patients based on mental and physical parameters discovered through interviews and standardized assessments.
- Documented client progress in confidential files.
- Managed case load of over 25.
Customer Service Representative
FirstEnergy
08.2016 - 08.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed over 50 calls per day.
Caseworker
Franklin County Job And Family Services
02.2007 - 05.2011
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Monitored case progress for timely completion and compliance with applicable regulations.
- Assessed needs of each client and recommended appropriate services and resources.
- Conducted home visits to assess living environment and provided appropriate referrals.
- Managed over 50 customer calls per day.
Education
Bachelor of Arts - Psychology
The Ohio State University
Columbus, OH06.2001
Skills
- Client Goal Planning
- Systemic Therapy
- Case Documentation
- Discharge Planning
- Mental Health Support
- Tracking Client Progress
- Crisis Intervention
- Mental Health Disorders Knowledge
Timeline
Qualified Mental Health Specialist
Minority Behavioral Health Group
09.2017 - Current
Customer Service Representative
FirstEnergy
08.2016 - 08.2017
Caseworker
Franklin County Job And Family Services
02.2007 - 05.2011
Bachelor of Arts - Psychology
The Ohio State University
Similar Profiles
Valerie ShellerValerie Sheller
Paraeducator, Special Education at Madison County Minority Health CoalitionParaeducator, Special Education at Madison County Minority Health Coalition
Theresa Jones-BradnerTheresa Jones-Bradner
Office Manager at The Minority Alliance GroupOffice Manager at The Minority Alliance Group
Yunchi LiYunchi Li
2SLGBTQ+ Student Mental Health Advisory Committee at Centre 4 Sexual & Gender Minority Health Research2SLGBTQ+ Student Mental Health Advisory Committee at Centre 4 Sexual & Gender Minority Health Research