Tola Giwa
Worcester,MA
Summary
Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills. Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
UHC SCO Geriatric Support Service Coordinator
Aging Services Of North Central Massachusetts
08.2023 - Current
- Conducting comprehensive in-home assessments with elders, help determine needs and eligibility for government-subsidized services.
- Completing telephonic and face to face member-oriented needs initial and on-going assessments as scheduled according to the Senior Care Options (SCO) plan contract and level of member.
- Enhanced team efficiency through participating in the SCO interdisciplinary team and by making joint member visits with the SCO RN.
- Attending Primary Care Team (PCT) sharing updates, discussing strategies for improved service delivery and attending SCO training as requested.
- Creates care plans and coordinating services, within 30 days of the referral that identify issues or problems which inhibit independent living.
- Data entry into a computer database. Including communication, and consultation with family members and community professionals.
- Maintaining case documentation in a timely and comprehensive manner in accordance with the individual SCO contract and standards.
- Authorizing appropriate services under the individual SCO policy and procedures; monitoring care plans to ensure needs are being addressed and services are being delivered as authorized.
- Advocating effectively on behalf of members to assist them in availing themselves of the benefits and programs available via the SCO.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Developed tailored support plans for diverse clientele, identifying unique needs and goals.
Dispatcher (Part-time)
De-Ride Non-Emergency Medical Transportation
05.2018 - 08.2023
- Directed and monitored drivers for compliance with communication, quality and performance standards.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Advised members about emergency protocols.
- Prepared teams to manage communications during conflict between drivers and the members
- Managed smooth transition of work between shifts to minimize communications disruptions.
- Checked equipment for malfunctions and coordinated repair or replacement.
- Received non-emergency calls and supervised response prioritization in order to effectively dispatch operators while tracking data in real-time environments.
- Handled approximately 50 cases daily, providing information and transportation recommendations to the people we serve
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
Paraprofessional, ABA Tech
Town Of Shrewsbury
11.2022 - 06.2023
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Developed and maintained clear, individualized documentation on each student assigned.
- Provided support to help students with special needs learn and grow.
- Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
- Provided support during classes, group lessons and classroom activities.
- Monitored student classroom and outdoors activities to promote student safety.
- Documented student behaviors, interventions and outcomes to enable lead teacher to address pertinent issues.
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
- Demonstrated knowledge of evidence-based strategies to foster independence and social academic.
- Promoted good study habits and student independence to improve quality of student outcomes.
- Assisted with communication methods to keep parents informed about child's development and behavioral issues.
- Maintained neutrality when supporting student despite difficult behavior.
ABA Instructor
Evergreen Center Inc
12.2021 - 11.2022
- Promoted independence among students by teaching self-help skills and implementing visual schedules.
- Assisted struggling students to maintain progress levels by designing individualized lesson plans focused on areas for improvement.
- Incorporated home activities to supplement classroom lessons.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Improved operations through consistent hard work and dedication.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Direct Care Professional
Heaven Sent Home Care And Staffing Solutions
05.2020 - 06.2021
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Maintained clean, safe and well-organized patient environment.
- Assisted disabled clients to support independence and well-being.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Monitored progress and documented patient health status changes to keep care team updated.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Developed rapport to create safe and trusting environment for care.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
- Ensured a safe and comfortable environment by maintaining clean and organized living spaces for clients.
Senior Customer Service Associate
Global Communication
03.2011 - 08.2017
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer calls and emails to answer questions about products and services.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
Education
Certification Program - EOEA Person-Centered Case Management
Boston University/School of Social Work
04.2024
Bachelor of Science - Healthcare Management, Gerontology Management
American InterContinental University
Schaumburg, IL08.2021
Skills
- Case Management
- Social Skills
- Advocacy
- Active listening
- Customer Service
- Culture
- Relationship Building
- Assessment
- MS Office
- Data Entry
- Work Planning and Prioritization
- Work Planning and Prioritization
- Positive Reinforcement Strategies
- Teaching and Instruction
- Emotional Support
- Student Supervision
- Quality Processes
- Clerical Support
- Activities Management
- Client Satisfaction
- Interdisciplinary Collaboration
- Document Coordination
- Online Systems
- Ability to Adapt
- Behavioral Plan Management
- Nonviolent Intervention
- Autism and Spectrum Disorders
- Behavior Modeling
- Home Therapy
- Personal Hygiene Assistance
- Instructional Support
- Heavy Lifting
- Verbal and Written Communication
- Route Planning and Adjustment
- Work Crew Dispatching
- Problem Assessment
- Dispatch of Drivers
- Maintain Records
- Service Requests
- Tracking Systems
- Traffic Monitoring
- Handle Communications
- Effective Communication
- Cost Determination
- Customer Experience
- Call Center Software
- Proficiency in Microsoft Office
- Records Management
- Staff Support
- Paperwork Submission
- Operational Procedures
- Resource Allocation
- Presenting Ideas and Plans
Timeline
UHC SCO Geriatric Support Service Coordinator
Aging Services Of North Central Massachusetts
08.2023 - Current
Paraprofessional, ABA Tech
Town Of Shrewsbury
11.2022 - 06.2023
ABA Instructor
Evergreen Center Inc
12.2021 - 11.2022
Direct Care Professional
Heaven Sent Home Care And Staffing Solutions
05.2020 - 06.2021
Dispatcher (Part-time)
De-Ride Non-Emergency Medical Transportation
05.2018 - 08.2023
Senior Customer Service Associate
Global Communication
03.2011 - 08.2017
Certification Program - EOEA Person-Centered Case Management
Boston University/School of Social Work
Bachelor of Science - Healthcare Management, Gerontology Management
American InterContinental University
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