Nicole Boyd
Amarillo,TX
Summary
Dedicated Behavioral Health Case Manager with extensive experience delivering mental health services across diverse settings. Former TWC Case Manager with a strong track record of coordinating wraparound services, navigating community resources, and advocating for clients through complex systems. Well-organized and proactive problem-solver skilled in helping clients overcome dependencies, adjust to life changes, and make sustainable, positive improvements. Experienced in facilitating individual and group counseling, fostering a safe environment for clients to express emotions, build insight, and develop coping skills. Adept at applying evidence-based psychosocial treatments and behavioral interventions, conducting assessments, creating person-centered care plans, and tracking measurable outcomes. Recognized for analytical thinking, creativity, and calm under pressure—delivering high-impact solutions in fast-paced environments. Committed to continuous learning, culturally responsive care, and collaborative, trauma-informed practice.
Overview
22
22
years of professional experience
Work History
Assistant Manager
Cato's
Montgomery, AL
02.2004 - 03.2006
- Interacted with customers to determine needs and offer product or service solutions.
- Resolved all issues professionally and in a timely manner.
- Managed multiple priorities in fast-paced environment.
- Supervised 20] employees to decrease process lags and boost productivity.
- Addressed problems with customers to promote quick and successful resolution.
- Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance.
- Answered customer telephone calls promptly and in an appropriate manner.
- Identified potential shoplifters and alerted management.
- Responded to customer concerns with friendly and knowledgeable service.
- Stocked and replenished merchandise according to store merchandising layouts.
Assistant Manager
Hollidays Fashion
Montgomery, AL
03.2006 - 12.2009
- Supervised 15 employees to decrease process lags and boost productivity.
- Achieved recognition from senior management for contributions to the store's success by managing sales, employees and operations to achieve optimal performance.
- Greeted customers in a timely fashion while quickly determining their needs.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Assigned work to team members based on company needs, personal strengths and job knowledge.
- Prioritized helping customers over completing other routine tasks in the store.
- Mentored new sales associates to contribute to the store’s positive culture.
- Identified potential shoplifters and alerted management.
- Educated customers about the brand to incite excitement about the company’s mission and values.
Installed Sales Coordinator
Lowes Companies Inc
MONTGOMERY, AL
12.2009 - 01.2016
- Operated and served as subject matter expert on the in-store order management system.
- Coordinated installations, including review and completion of related paperwork.
- Prepared materials and staged items for installer pickup.
- Assisted with employee training and coaching in the Installed Sales program.
- Confirmed customer satisfaction by utilizing targeted follow-up methods after installs.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Strategically scheduled team members to maintain optimal staffing levels at all times.
- Recommended merchandise to customers based on their needs and preferences.
- Answered customer telephone calls promptly and in an appropriate manner.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
- Followed up with over 50 customers each week to verify that they were satisfied with purchases.
Data Operations Technician II
Alabama Department Of Mental Health
MONTGOMERY, AL
10.2016 - 01.2023
- Entered numerical data into databases in a timely and accurate manner.
- Assisted with receptionist duties, file organization and research and development.
- Provided clerical support to company employees, including copying, faxing and file management.
- Performed clerical tasks, including answering incoming phone calls, sorting mail and sending correspondence.
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
- Completed data entry, tracked resumes and maintained the applicant tracking system.
COC Navigator
Texas Panhandle Centers
Amarillo, TX
01.2023 - 07.2024
- Assisted in developing navigation strategies for client service delivery
- Collaborated with multidisciplinary teams to improve patient outcomes
- Conducted intake assessments to determine client needs and resources
- Facilitated training sessions on navigation tools and processes for staff
- Implemented feedback mechanisms to assess client satisfaction and service efficiency
TWC Transitional Case Manager
Buckner International
Amarillo, TX
09.2024 - 05.2026
- Coordinated client assessments to identify needs and develop tailored service plans.
- Facilitated communication between clients and service providers to ensure effective support delivery.
- Monitored client progress and adjusted care plans based on evolving needs and goals.
- Provided crisis intervention and support to clients facing challenging situations or transitions.
- Developed educational materials and workshops to empower clients with essential life skills.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Education
High School Diploma -
Covenant Christian Academy
Montgomery, AL06-2003
Bachelor of Science - Forensic Psychology
Faulkner University
Montgomery, AL12-2021
Skills
- Self-motivated
- User interface understanding
- Strong verbal communication
- Risk management processes and analysis
- Extremely organized
- Data analysis
- Clerical support
- Team leadership
- Project management
- Case management
- Time management
- Problem-solving
Languages
English
Professional Working
Timeline
TWC Transitional Case Manager
Buckner International
09.2024 - 05.2026
COC Navigator
Texas Panhandle Centers
01.2023 - 07.2024
Data Operations Technician II
Alabama Department Of Mental Health
10.2016 - 01.2023
Installed Sales Coordinator
Lowes Companies Inc
12.2009 - 01.2016
Assistant Manager
Hollidays Fashion
03.2006 - 12.2009
Assistant Manager
Cato's
02.2004 - 03.2006
Bachelor of Science - Forensic Psychology
Faulkner University
High School Diploma -
Covenant Christian Academy