Ronsae L. Mason
Duquesne,PA
Summary
Methodical Program Coordinator offers internal document creation, program management and project implementation expertise paired with outstanding time management and multitasking abilities. Resourceful and versatile professional with over 4 years of experience developing and coordinating programs.
Overview
17
17
years of professional experience
1
1
Certification
Work History
PROGRAM SPECIALIST
Passavant Memorial Homes
Pittsburgh, PA
03.2023 - Current
- Successfully supervised a team of 10+ case managers in delivering high-quality services within strict timelines while maintaining client confidentiality
- Implemented evidence-based practices such as cognitive-behavioral interventions into individualized case plans, reducing disciplinary incidents by 15% among assigned caseloads over one year
- Facilitated training sessions on motivational interviewing techniques for staff members leading to enhanced client engagement during counseling sessions resulting in improved outcomes
- Collaborated with community organizations and treatment providers to establish a network of resources for incarcerated individuals, ensuring seamless access to post-release services
- Spearheaded and managed the Learning and Development department, overseeing the design, implementation, and evaluation of training programs for employees at all levels
- Led the creation of customized training modules, incorporating innovative approaches such as e-learning platforms, workshops, and mentorship programs to cater to diverse learning styles
- Developed individual service plans based on assessment results.
- Conducted assessments of clients' needs, preferences, abilities and interests.
INTERIM PROGRAM MANAGER
FamilyLinks, Inc
Pittsburgh, PA
04.2020 - 03.2023
- Developed and maintained a therapeutic environment for at-risk populations, prioritizing the health and safety of consumers, staff, and the community
- Ensured compliance with facility and property maintenance standards set by the agency and external regulatory bodies
- Proactively anticipated and intervened in crisis situations using approved behavior management techniques such as de-escalation, conflict resolution, individual/group strategies, and restrictive procedures
- Facilitated client care through comprehensive assessments, evaluation of treatment options, creation of effective behavioral plans, coordination of care services, progress monitoring, and implementation of safety plans for crisis management
- Successfully managed staff members by identifying areas for improvement through coaching opportunities to enhance their performance
- Collaborated with cross-functional teams to identify skill gaps and training needs, implementing targeted learning initiatives to address specific areas for improvement.
QUALITY ASSURANCE
CardWorks Servicing LLC
Pittsburgh, PA
04.2017 - 04.2020
- Successfully implemented a comprehensive quality assurance program, resulting in a significant improvement in customer satisfaction ratings by 20%
- Developed and executed standardized evaluation criteria and metrics, leading to an increase in agent performance by 15% within six months
- Conducted regular audits of customer interactions, identifying areas for improvement and implementing targeted training programs that resulted in a reduction of customer complaints by 30%
- Collaborated with cross-functional teams to streamline processes and enhance efficiency, resulting in a decrease in average call handling time by 10% while maintaining high-quality standards
- Received recognition from senior management for consistently achieving or exceeding quality targets and contributing to the overall success of the call center department.
TEAM LEADER
Alorica
Virginia Beach, VA
09.2014 - 03.2017
- Demonstrated effective leadership by successfully hiring, training, and managing a team of customer service representatives to handle customer issues with excellence
- Set ambitious goals and consistently exceeded them by providing exceptional service to customers and motivating the team to do the same
- Developed comprehensive training programs that enhanced the skills and knowledge of staff members, leading to increased efficiency in handling customer service inquiries
- Received recognition from senior management for consistently meeting or exceeding goals while maintaining high standards of service quality.
TALENT ACQUISITION SPECIALIST
West Corporation
Hampton, VA
07.2007 - 09.2014
- Participate in hiring and training process; working closely with hiring managers to determine the staffing needs; sourcing candidates through various channels; screening, accessing, and interviewing candidates; and assisting with the orientation processes.
Education
Master of Arts in Education with a concentration in Adult Education and Training - Education
University of Phoenix
Phoenix, AZ03.2024
Bachelor of Science in Industrial Organizational Psychology -
University of Phoenix
04.2021
Associate of Arts in Applied Psychology -
University of Phoenix
03.2017
Skills
- Service Coordination
- Documentation Management
- Team Supervision
- Quality Controls
- Verbal And Written Communication
- Business Intelligence Gathering
- Project Management
- Complex Problem-Solving
- Operations Supervision
- Health & Safety Compliance
- Strategic Planning
- Staff Development
- Team Building & Leadership
Certification
- Pennsylvania Medication Training through ODP
- Adult Needs and Strengths Assessment
References
References available upon request.
Timeline
PROGRAM SPECIALIST
Passavant Memorial Homes
03.2023 - Current
INTERIM PROGRAM MANAGER
FamilyLinks, Inc
04.2020 - 03.2023
QUALITY ASSURANCE
CardWorks Servicing LLC
04.2017 - 04.2020
TEAM LEADER
Alorica
09.2014 - 03.2017
TALENT ACQUISITION SPECIALIST
West Corporation
07.2007 - 09.2014
Master of Arts in Education with a concentration in Adult Education and Training - Education
University of Phoenix
Bachelor of Science in Industrial Organizational Psychology -
University of Phoenix
Associate of Arts in Applied Psychology -
University of Phoenix
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