Patrick Allen
East Rockaway,NY
Summary
Diligent manager/coordinator offering 12-year record in customer service/client support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer/stakeholder needs, meeting quality standards, and staying current on product and service updates. Highly empathetic and supportive team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain stakeholder satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing community service and business.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Community Habilitation Program Manager
Head Injury Association
Hauppauge, NY
11.2024 - 04.2025
- Oversee the day-to-day operations of the Community Habilitation program
- Supervise the Assistant Community Habilitation Program Manager (APM) and Com. Hab. staff.
- Ensure compliance with all pertinent regulations, policies, and guidelines for service delivery and billing.
- Complete incident reports as necessary
Support the APM as needed to process payroll by reviewing clock-ins, timecards, service verification forms, and billing. - Interview, hire, and assist the APM with training, including off-site meet-and-greet appointments for new staff.
- Update and maintain all master rosters and tracking forms for Staff Action Plans (SAPs), Life Plans, staff schedules.
- Audit and approve service notes daily.
- Attend Life Planning meetings and develop or update SAPs at least semi-annually.
- Conduct billing audits and proficiency reviews.
- Monitor and track program billing and utilization to meet or exceed the program's annual budget.
- Ensure delivery of quality care to Waiver Participants; follow up on members' concerns.
- Respond to complaints/grievances; ensure implementation of the Agency's incident/accident program.
Shift Supervisor
E-Claro Business Managemnet Consulting
Manhattan, NY
03.2023 - 10.2024
- Collaborate with hotel operations, (FJC) security staff, U.S. Military (National Guard) and DHS Community Associates, Resident Advisors, and assistants to ensure smooth operations onsite.
- Manage daily social service operations on site, provide direction and support for teams of up to 6 Community associates and Resident advisors.
- Review completed work by all Community associates and Resident advisors while critiquing and offering feedback for improved staff performance to ensure smooth transition from one shift to the next.
- Oversee all social services operations for clients facing trauma, including check ins, check outs, providing day passes for work or doctor visits, and accommodations related to extenuating circumstances such as a disability.
- Troubleshooting with the NYC Department of Education (DOE) and coordinating with the Mayor’s Office of Immigration Affairs (MOIA).
- Participating in crisis intervention as needed, counseling clients as needed and coordinating interpretation and translation services.
- Managing and updating rosters, recording staff attendance electronically through the e check-in system.
- Partaking in daily weekly meetings with DHS Managers and other Superiors with the goal of improving on site operations and offering suggestions for improved staff performance and best practices on the job.
Child Protective Specialist
NYC Administration for Children's Services, ACS
Manhattan, NY
11.2023 - 04.2024
- Utilize social work and investigative skills to work with families being investigated for abuse or neglect to children.
- Initiate investigations/safety interventions in response to allegations of abuse and / or neglect.
- Meet families in their home within 48 hours of receiving a report or within 24 hours when immediate danger is suspected.
- Interview and assess all children for safety.
- Interview parents/caretaker, alleged subjects, household members and collateral contacts.
- Make a Safety Assessment of children in their family immediately when required or within 7 days.
- Participate in Family Meetings or Conferences with the family or other support systems.
- Provide a determination of abuse or neglect based on the investigation within 60 days of the report.
- For indicated cases with ongoing service needs, assess on an ongoing basis the risk of future abuse or maltreatment of the children, arrange for services and work with the family to address the reasons for risk to the child.
- Work with ACS legal staff to file petitions with Family Court when required for supervisory oversight of the family or for removal of children.
- Work collaboratively with contract agencies to provide Preventive or Foster Care when appropriate.
- Enter and maintain computerized records of case information.
Community Service Outreach Manager
Allconsulting Community Outreach Manager
Freeport, NY
09.2021 - 03.2023
- Conducted psychosocial assessments to identify individual needs and specific social services necessary to address identified objectives and goals.
- Acted as consultant to community programs by interpreting regulations and policies.
- Implemented community outreach and engagement plans to reach vulnerable communities.
- Performed ongoing monitoring of care plans to evaluate effectiveness, documenting interventions and goal achievements and suggesting changes accordingly.
- Determined organizational policies regarding program eligibility, requirements and benefits.
- Trained members to develop skills, analysis and commitment toward mission.
- Facilitated weekly meetings to discuss internal operational issues, current events, impacting community and advocacy.
Customer Support Manager
Uhaul Moving And Storage
Hempstead, NY
11.2020 - 08.2021
- Assisted customers in making payments on accounts and setting up payment plans.
- Documented conversations with customers to track requests, problems and solutions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted with hiring and training new staff.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Team Lead Manager
Advance Auto Parts
Hempstead, NY
09.2019 - 08.2020
- Trained new staff in relevant processes and procedures.
- Monitored team performance against targets, taking corrective action where necessary.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
Parts Sales Manager
AutoZone
Uniondale, NY
09.2018 - 09.2019
- Inspired team members to top sales and service performance and engagement, cultivated exceptional passion to meet customer needs and achieved unprecedented staff retention.
- Monitored performance targets and sales metrics of sales team to monitor productivity.
- Executed product expertise and department process improvements to meet organizational goals.
- Developed and met budgets, exceeded sales performance targets and spearheaded and implemented strategies that improved sales and customer satisfaction.
- Analyzed productivity reports, discussing with senior management at sales meetings.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
Parts Inventory Manager (Warehouse)
Pep Boys
Hempstead, NY
02.2018 - 09.2018
- Unpacked and examined incoming shipments to confirm consistency with records and routed materials to appropriate department.
- Performed inspections of shipment contents, verifying accuracy against invoices and manifests.
- Generated accurate work orders, bills of lading and shipping orders to manage accurate routing of materials.
- Prepared shipments for postage through careful packing, sealing and labeling of materials.
- Operated lift and hand trucks to transfer materials to and from target areas.
- Coordinated resolutions to independently handle damages, shortages and nonconformance.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Logistics Team Supervisor
Harbor Freight Tools USA
Hempstead, NY
01.2016 - 02.2018
- Oversaw delivery, packaging, and shipment for material transitioning from the warehouse to the customer location.
- Advocated for accident preparedness and safety training to maintain safe working conditions.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Strengthened operational efficiencies by developing organizational filing systems for invoices, customer orders and contract records.
- Checked items into computer system, printed labels and directed to storage locations.
- Designed and implemented techniques to reduce time and costs required to obtain and move goods.
Store Associate
7 Eleven Store
Hempstead, NY
10.2011 - 05.2016
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Maintained friendly, outgoing personality to promote positive work environment and build customer loyalty.
Customer Service Representative
U.S. Petroleum Equipment
Roosevelt, NY
01.2011 - 09.2011
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Upheld strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
- Exceeded company productivity standards on consistent basis.
Education
Ph.D. - Public Policy
Liberty University
Lynchburg, VA04-2027
MBA - Business
Walden University
Minneapolis, MN07-2022
Bachelor of Science - Psychology
Capella University
Minneapolis, MN10.2021
Skills
- Strategic planning
- Documentation compliance
- Planning and coordination
- Sales solutions
- Internet savvy
- Customer/stakeholder relationships
- Selling/advertising
- Sales Techniques
- Staff development and training
- Goal-oriented/analytical skills
- Excellent communication skills/writing skills
- Proficient in Microsoft Word, Powerpoint,and some Excel
- Order processing/inventory skills
- Managerial skills/Coaching
- Collaboration/delegation techniques
Certification
- Foundations of Leadership Certification 1 (National Society of Leadership and Success)
- Foundations of Leadership Certification 2 (National Society of Leadership and Success)
- Advanced Leadership Certificate (National Society of Leadership and Success)
- Executive Leadership Certificate (National Society of Leadership and Success)
- Mandated Reporter Training Certificate: New York State Office of Children and Family Services (Completed 5/19/2023)
- New York State School Violence and Prevention Certificate: Premiere (Completed 5/16/2023)
- Harvard X Professional Certification: Leading in a Remote Environment (Completed- August 2023)
- University of Cambridge Professional Certification: Applied Corporate Finance (Completed- August 2023)
Timeline
Community Habilitation Program Manager
Head Injury Association
11.2024 - 04.2025
Child Protective Specialist
NYC Administration for Children's Services, ACS
11.2023 - 04.2024
Shift Supervisor
E-Claro Business Managemnet Consulting
03.2023 - 10.2024
Community Service Outreach Manager
Allconsulting Community Outreach Manager
09.2021 - 03.2023
Customer Support Manager
Uhaul Moving And Storage
11.2020 - 08.2021
Team Lead Manager
Advance Auto Parts
09.2019 - 08.2020
Parts Sales Manager
AutoZone
09.2018 - 09.2019
Parts Inventory Manager (Warehouse)
Pep Boys
02.2018 - 09.2018
Logistics Team Supervisor
Harbor Freight Tools USA
01.2016 - 02.2018
Store Associate
7 Eleven Store
10.2011 - 05.2016
Customer Service Representative
U.S. Petroleum Equipment
01.2011 - 09.2011
Bachelor of Science - Psychology
Capella University
Ph.D. - Public Policy
Liberty University
MBA - Business
Walden University
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