Pamela Martin
Licensed Representative
Lakeland,FL
Summary
Enthusiastic and professional customer service representative adept at resolving customer concerns and building retention. Service driven team player with outgoing, positive demeanor. Works independently, with minimal supervison and strong work ethic. Seeking a professional position where I can utilize and apply my experience, skills, and education to assist not only my employer to be successful, but my community as well.
Overview
4
4
years of post-secondary education
15
15
years of professional experience
Work History
Crisis Phone Worker
Community Connections
Jackson, MI
10.2005 - 04.2007
- Responsible for answering 24-hr Crisis Phone Line at community mental health agency.
- Coordinated intake information for clients admitted into the Crisis Stabilization Bed.
- Developed and implemented treatment plans and modified according to presentation.
- Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
- Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
- Collaborated with counselors, physicians and nurses to plan or coordinate treatment, drawing on social work experience and patient needs.
- Evaluated risk to client or others by gathering information and conducting assessments.
Program Manager of Residential Services
Crittenton Transitional Services
Jackson, MI
01.2005 - 04.2007
- Coordinated services, including various types of therapy for residents, ensuring attendance for scheduled appointments.
- Oversaw development and implementation of all Transitional/Homeless programs, policies, and procedures.
- Responsible for annual/quarterly reports; met all deadlines.
- Upheld Federal/State rules, regulations and procedures.
- Participated in community events and met with local leaders to develop recreational activities for residents.
Service representative
Geico
Lakeland, FL
10.2019 - Current
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Effective communication skills, both verbal and non-verbal.
- Excellent time management skills.
- Mentor new hires on team and assist with any questions.
- Exceptionl Problem solving skills needed to assist policy holders with insurance questions.
- Consistently meet monthly metrics with 5.0, achieving Gold Chairman’s club for 2020.
- Obtained 2044 State License.
- Maintain continuing education required.
- Maintain productivity and quality standards at all times.
Eligibility Specialist
State of Michigan
Jackson, MI
08.2010 - 05.2018
- Managed processing of all benefits applications, including those for financial assistance and food stamps.
- Maintained high volume caseload (800-1000 caseload).
- Communicated with people from various cultures and backgrounds on application process.
- Prepared and maintained all electronic files; meeting all deadlines with 97% accuracy.
- Utilize community services/resources, and advocate for clients while promoting self-sufficiency.
- Responsible for processing all reviews, required updates, and all weekly/monthly reports on a timely basis
- Prepare for and attend all hearings requested by client/representative.
- Outstation worker for Henry Ford Allegiance Health.
- Process Disability cases, direct contact with Medical Review Team/Henry Ford Allegiance billing for outstanding accounts.
- Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
Case Manager Coordinator
The Salvation Army
Jackson , MI
09.2009 - 08.2010
- Homeless Prevention, Rehousing Program (HPRP).
- Case manager Responsible for HPRP program according to State guidelines, including supervision of staff/volunteers, community collaborations, development of future programs, statistical reporting, budgeting, and monitoring of program funding while providing direct services to consumers.
- Provided leadership, coordination, and assistance with counseling/medication/outreach to property owner’s and clients.
- Interview/assess client’s needs, assist with short/long term goals to secure/retain suitable housing.
- Maintained files, statistics, analyze data for implementation for program.
- Met all deadlines.
- Attended community partnerships and inter-agency coordination meetings/ coalitions, committees, and task forces.
- Intervened in urgent and crisis situations and provided services in compliance with Michigan and federal regulations and laws.
Home Manager Start up
Tree House Crisis Home
Jackson, MI
04.2007 - 09.2007
- Performed full-cycle recruiting, including sourcing, interviewing, negotiations, and hiring.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Managed all intake and discharge paperwork and procedures for residents.
- Conducted weekly staff meetings.
- Maintained excellent customer service with consumers, consumers families/guardians, medical personnel and area agencies providing services to consumers.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
- Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
Education
Bachelor of Human Services - Social Worker
Baker College of Jackson
Jackson, MI 01.2000 - 01.2004
Skills
Professional Attitude/Appearance
undefinedTimeline
Service representative
Geico
10.2019 - Current
Eligibility Specialist
State of Michigan
08.2010 - 05.2018
Case Manager Coordinator
The Salvation Army
09.2009 - 08.2010
Home Manager Start up
Tree House Crisis Home
04.2007 - 09.2007
Crisis Phone Worker
Community Connections
10.2005 - 04.2007
Program Manager of Residential Services
Crittenton Transitional Services
01.2005 - 04.2007
Bachelor of Human Services - Social Worker
Baker College of Jackson
01.2000 - 01.2004
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