Renneé Hubb Johnson
Victorious Life of Faith Church
Montgomery Village,MD
16
years of professional experience
I am a highly motivated and creative Program Manager with 20 years of experience in analyzing and developing strategies to enhance program participation through marketing, community outreach, and event coordination. I excel at evaluating existing processes and procedures to identify opportunities to improve engagement, performance, and retention. As an effective communicator, I build strong relationships with team members to achieve organizational goals. I have 10 years of experience in project management and oversight, and extensive knowledge of fiscal administrative processes. Additionally, I have 20 years of experience in customer service and managing customer service data. I have successfully led projects, implemented process improvements, and driven various initiatives. I am also proficient in communicating and presenting information to large groups. With over 10 years of public speaking experience, I have been featured in several magazines and interviewed on local news stations.
Experienced with client support, effectively addressing and resolving client issues. Utilizes strong communication skills to provide clear and helpful assistance. Track record of maintaining high customer satisfaction and building solid client relationships.
Work History
Client Support Specialist
2 Years 5 Months- Check-in system and triage clients for needs, including conducting intake interviews.
- Assess service requests for individuals and families with housing emergencies due to past due rent to prevent eviction, past due utilities to avoid the disconnection of utility services, or need for security deposits, moving and storage needs, and burial assistance.
- Develop a comprehensive service agreement plan to achieve service requests by State and County policies and procedures.
- Collaborate with community partners to identify additional resources to resolve the current crisis, including other behavioral health professionals inside and outside of this department, to return the client to a higher level of self-sufficiency.
- Process financial grants according to the policies, procedures, regulations, and guidelines of the funding source, utilizing County and State database systems.
- Make recommendations to the supervisor for grant approval or denial by need and documentation.
- Providing information, guidance, and assistance to clients to directly link them to or refer them to other programs/services/benefits that may support them.
- Prepare and submit monthly statistical reports and other reports as needed.
- Conduct home and community visits as needed.
- Participate in case reviews, unit meetings, and interdisciplinary teams within and outside the department to plan and coordinate service delivery.
- 40 Hours Per Week
- Collaborated with cross-functional teams to enhance service delivery and improve client satisfaction.
- Delivered exceptional client support by resolving inquiries efficiently and effectively.
- Mentored junior team members, fostering skill development and enhancing overall team performance.
- Established strong relationships with clients, ensuring effective communication and ongoing support throughout engagements.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Conducted case management activities and services with multidisciplinary team.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Interacted with team members across departments to research and resolve customer issues.
- Maintained detailed documentation on client interactions, identifying trends and areas for improvement.
- Fostered an inclusive and supportive team environment by offering assistance to colleagues when needed, leading to increased overall performance.
- Reduced average case resolution time, implementing more effective diagnostic tools and procedures.
- Developed and maintained strong client relationships, leading to increased loyalty and repeat business.
Vice Chair
2 Years 5 Months- Monitor, review, and evaluate the allocation and adequacy of publicly funded mental health services within the County through means such as conducting or participating in site visits.
- Determine the needs of the County mental health system, including quality of services, gaps in the system, and interagency coordination.
- Participate in the development of the local mental health plan and local mental health budget.
- Prepare an annual report which must include:
- A description of the progress of the County mental health system.
- Recommendations on actions needed to improve the system.
- Recommendations on priorities for the allocation of funds.
- Recommendations on the appropriate allocation of funds consistent with established priorities and available funds.
- Collaborated with stakeholders to identify community mental health needs and resources.
- Mentored committee members on effective governance practices and community engagement strategies.
- Developed partnerships with local organizations to expand mental health service accessibility.
- Advocated for mental health equity in community forums and legislative actions.
- Directed resources towards high-impact initiatives, enabling the organization to achieve its strategic objectives more rapidly.
Outreach Ministry Leader
16 Years 5 Months- Provide strategic planning and direction for all outreach initiatives at the church.
- Manage a team of 20 volunteers; Meet with them monthly.
- Recruit and grow a team of essential volunteers to help lead the ministry (community engagement events).
- Communicate Outreach opportunities to our congregation and community; equip members to serve.
- Plan and coordinate community projects with other churches and local ministries.
- Ensure all Outreach events are adequately staffed with volunteers.
- Coordinate response to spontaneous or urgent needs that arise, such as homelessness, medical emergencies, evictions, or smaller tasks involving the ministry team.
- Assist the low-income community members with TCA, SNAP, emergency assistance with evictions, Medicaid, and support for social service needs.
- Preacher and community advocate.
- Speaking to large groups.
- 40 Hours Per Week
- Led community outreach initiatives to enhance church engagement and support local needs.
- Developed and implemented strategic programs to foster spiritual growth among congregation members.
- Collaborated with church leadership to create long-term vision plans aligning with community goals.
- Coordinated events that strengthened community bonds, promoting fellowship within the church body.
- Oversaw budget management for ministry activities, ensuring efficient allocation of resources for maximum impact.
- Developed strong relationships with community organizations, fostering collaboration for outreach initiatives and local service projects.
- Improved church administration by streamlining processes and implementing efficient communication systems.
- Provided ongoing support to local missionaries by establishing partnerships with global organizations and facilitating regular communication between missionaries and the congregation.
After Hours Coverage Worker
2 Years 5 Months- Empower individuals facing imminent homelessness to identify safe and suitable housing options.
- Discuss alternative solutions with the client that do not involve the street, a car, or a shelter.
- Provide after-hours support and respond to calls from the crisis center or the hospital.
- Collaborated with cross-functional teams to streamline operations and enhance community engagement initiatives.
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
- Established strong working relationships with clients through excellent communication skills, fostering long-term partnerships built on trust.
- Mentored junior staff, fostering skill development and enhancing team performance.
Behavioral Health Technician (Alcohol/Drug)
1 Year- Interview clients using a prescribed questionnaire to obtain mental health and/or substance abuse history, and document observations of current mental state (e.g., clarity of thinking process, orientation to time and date, alertness, presence of hallucinations).
- Maintains client case logs/records for review and discussion with more senior staff.
- 40 Hours Per Week
Client Support Specialist
1 Year- Check-in system and triage clients for needs, including conducting intake interviews.
- Assess service requests for individuals and families with housing emergencies due to past due rent to prevent eviction, past due utilities to avoid the disconnection of utility services, or need for security deposits, moving and storage needs, and burial assistance.
- Develop a comprehensive service agreement plan to achieve service requests by State and County policies and procedures.
- Collaborate with community partners to identify additional resources to resolve the current crisis, including other behavioral health professionals inside and outside of this department, to return the client to a higher level of self-sufficiency.
- Process financial grants according to the policies, procedures, regulations, and guidelines of the funding source utilizing County and State database systems.
- Make recommendations to the supervisor for grant approval or denial by need and documentation.
- Providing information, guidance, and assistance to clients to directly link them to or refer them to other programs/services/benefits that may support them.
- Prepare and submit monthly statistical reports and other reports as needed.
- Conduct home and community visits as needed.
- Participate in case reviews, unit meetings, and interdisciplinary teams within and outside the department to plan and coordinate service delivery.
- 40 Hours Per Week
- Delivered exceptional client support by resolving inquiries efficiently and effectively.
- Collaborated with cross-functional teams to enhance service delivery and improve client satisfaction.
- Established strong relationships with clients, ensuring effective communication and ongoing support throughout engagements.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
Visiting Student Learning Opportunities Engagement & Business Operations Specialist II
6 Years- Serve as the primary Salesforce specialist, ensuring accurate and up-to-date accounts of participating institutions.
- Work closely with Member Services, Legal, and Accounting to ensure the accuracy of institutional statuses.
- Track contracts with third-party vendors and manage a yearly budget of $1M in revenue.
- Maintain updated individual and institutional information in Salesforce, including primary contacts and payment info.
- Manage the renewal process with expiring institutions.
- Follow processes for institutional renewals, coordinating with the team of Institutional Relationship Managers (IRMs).
- Manage and compile monthly departmental status reports for the Services Chief.
- Oversee all program participation agreements, coordinating with Legal Services to obtain modification requests.
- Implement the invoicing process in coordination with accounting and monitor incoming institution/student payments.
- Manage and update content for VSLO webpages and the yearly budget for VSLO (million dollar plus).
- Monitor and analyze Google web analytics to identify opportunities to increase marketing efforts.
- Prep and mail marketing collateral to conferences and liaise with the marketing department on AAMC-wide exhibits.
- Coordinate conference preparation, including exhibits, registration, shipping, speakers, and travel coordination.
- Coordinate team meetings, including creating agendas, ordering meals, setting up and managing Webex, and taking and disseminating meeting minutes and follow-up actions.
- Assist the Sr. Director with the preparation and execution of internal and external meetings.
- Regularly review and reflect on the end-to-end process of institution onboarding, training, maintenance, and renewals.
- Serve as business lead and liaison to HR, coordinate new hire documents, coordinate new hire schedules, coordinate interviews, screen resumes, prescreen applicants, work with Domestic and International Institutions, liaison with Legal, and Procurement.
- Develop and update the business continuity plan, including business Standard Operating Procedures, and H-drive management.
- Train new institutions during onboarding.
- Managed interns within the department.
- Support creating team goals and strategic planning for the program/product.
- Planned and processed travel arrangements for the team.
- Institutional Training of groups of 50-plus.
- P-card management for the team and self.
- 40 Hours Per Week
Holistic Review Program Specialist
1 Year- Provided technical assistance, program management, and logistical support to member institutions.
- Led Holistic Review in Admissions workshop and other workshop, school alumni engagement initiatives.
- Supported the development of materials for materials production and distribution, and coordinated the workshop and facilitator assignment schedule.
- Coordinated pre- and post-workshop communication with the facilitators and the constituent institutions.
- Maintained the initiative’s web presence and assisted in the development and maintenance of web-based services.
- Actively managed the site content that supports the implementation of holistic review principles and practices.
- Supported the production and implementation of webinars, learning events, and presentations in collaboration with the project’s Lead Learning Engagement Specialist.
- Supported the Holistic Review Initiative Community of Practice and participated in planning committee meetings.
- Supported the community with resources (medical assistance, job training, preventing homelessness, providing resources for food/housing).
- 40 Hours Per Week
Program Specialist
4 Years- Responsible for providing marketing strategies through social media and speaking engagements, recruiting high school/college students to participate, and managing the application process.
- Provided technical assistance and customer service to aspiring medical and dental students.
- Present and prepare presentations for 300-plus aspiring med and dental students.
- Oversaw the Summer Medical and Dental Education Commuter Program activities.
- Managed and selected the awardees for the travel scholarships (reviewed financial aid documents and applications).
- Manager of 3 temporary staff responsible for coordinating lunches, managing the phone, and lunch schedule.
- Provided program support and meeting planning coordination for alumni events and recruitment activities.
- Maintained the SMDEP Ambassador database to select and notify winners of the Ambassador Incentive Program.
- Managed the invitation process for four alumni events and recruitment activities on the SMDEP website.
- Developed and implemented the social media strategy for the SMDEP program and analyzed Hootsuite Analytics.
- Monitored and evaluated the effectiveness of social media strategies and implemented a plan for improvements where appropriate on SMDEP social media outlets (Facebook, Twitter, Instagram).
- Coordinated with program managers/program sites (Columbia, Yale, Duke, Howard, Case Western, University of Virginia, UCLA, Rutgers, University of Texas, Louisville, Nebraska, University of Washington) with updating the content on the SMDEP web page.
- Grant management and created the SMDEP scholarship fund.
- 40 Hours Per Week
Senior Customer Service Associate
1 Year- Communicated weekly reports regarding the applicants and database management with the Program Coordinator, Co-Directors of SMDEP, SMDEP Program Coordinators, college registrars, professors, and pre-health advisors.
- Provided technical assistance by troubleshooting extensive software and minimal hardware problems.
- Managed SMDEP social media accounts on Facebook, Twitter, and Instagram while researching scholarship, fellowship, and internship opportunities to post.
- Provided administrative support for program-related activities, such as mass mailings, production of program certificates, financial planning workshops, health policy seminars, and other projects.
- Established rapport with customers, assisting them with articulating and clarifying questions and concerns.
- 40 Hours Per Week
Education
Mental Health CPR Certified
Women's Leadership Certificate
- Business Administration
Skills
Project Management
Marketing Campaigns
Data Collection & Analysis
Community Outreach
Program Management
Budget & Contract Oversight
Public Speaking
Presenting to large groups
Event Planning
Contract Management
Invoice Management
Volunteer Management
Food Service Manager
Outreach and Engagement
Crisis Intervention
Human Service
Training
Advocate
Writing SOPs (Standard Operating Procedures)
Social Media Management
Oracle
Staff Management
Diversion Training
Case Management
Community Resources
Low-income households
Domestic Violence (Certificate of Completion)
CPR Certified Mental Health
Telehealth In Clinical Practice (Certificate of Completion)
WordPress
SalesForce
Workday
Sharepoint
Microsoft Office Suite
NextGen
EICM
Interpersonal and written communication
Client relationship building
Data entry
CRM software
Teamwork and collaboration
Document and records management
Conflict mediation
Oracle
Contract development
SPEAKING ENGAGEMENTS
- Coordinator - 2014/2015 SMDEP Career Fair
- The event featured 12 participating medical and dental schools in SMDEP
- The schools recruited for their perspective medical and dental schools in addition to the recruiting for SMDEP
- Career Fair participants also had the opportunity to ask questions about the admissions process and learn about the resources available to help them achieve their career goals
- Outreach/Speaker - The 13th Annual UC Davis Pre-Health Student Alliance Pre-Medical and Pre-Health Professions National Meeting
- Over 120 medical schools, 25 public health schools, 25 pharmacy schools, 35 dental schools, 20 nursing schools, 15 PA schools, 30 Veterinary Schools, 10 Optometry Schools, and 15 physical and occupational therapy programs attended by over 10,000 pre-health students in attendance
- Outreach/Speaker: "Yes, I Can be a Health Care Professional!"
- Spoke with 200+ high school/middle school students about SMDEP (Summer Medical Dental Educational Program)
- Outreach/Recruitment - Mentoring/Medicine: Health & Science Career Expo for Youth
- The Mentoring in Medicine, Inc. 8th Annual "Health and Science Expo: Empowerment and Education" (formerly called "Yes, I Can be a Health Care Professional!")
- Outreach/Recruitment - Victorious Life of Faith Church Community Day, Planner/Organizer
- Outreach and community engagement event reached over 25 million viewers
- Http://www.wusa9.com/story/news/local/maryland/2015/08/31/double-dutch-cop-talks-viral-video/71489766/
- Featured on WUSA 9 Good Day DC, Fox 5 News The Goodword Podcast, and WJLA 7 News
Timeline
After Hours Coverage Worker
Montgomery County Government
01.2024 - 06.2026Read More
Client Support Specialist
Montgomery County Government
01.2024 - 06.2026Read More
Vice Chair
Montgomery County Mental Health Advisory Committee
01.2024 - CurrentRead More
Behavioral Health Technician (Alcohol/Drug)
Montgomery County Government
01.2023 - 01.2024Read More
Client Support Specialist
Montgomery County Government
01.2022 - 01.2023Read More
Visiting Student Learning Opportunities Engagement & Business Operations Specialist II
Association of American Medical Colleges
01.2016 - 01.2022Read More
Holistic Review Program Specialist
Academic Affairs
01.2015 - 01.2016Read More
Program Specialist
Summer Medical and Dental Education Program (SMDEP)
01.2011 - 01.2015Read More
Outreach Ministry Leader
Victorious Life of Faith Church
01.2010 - CurrentRead More
Senior Customer Service Associate
Summer Medical and Dental Education Program
01.2010 - 01.2011Read More
Every Mind
Mental Health CPR Certified
Read More
AMA
Women's Leadership Certificate
Read More
Business Strayer University
from Business Administration
Read More