Truwanda Whatley
Cartersville,GA
Summary
Diligent Case Management skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in e very interaction.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Seasoned Customer Support Specialist offering many years of experience of taking on challenging customer needs and promptly solving problems. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Motivated and experienced in seasonal roles with superior talent for getting up to speed quickly and driving sales. Offers flexible schedule to work peak seasonal hours. Delivers excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Phoenix Resource Center
Carrollton, GA
12.2016 - Current
- Provide parent education, supervised visitation and transportation primarily to families involved in Department of Family and Children Services and Department of Juvenile Justice.
- Assist families with identifying and meeting their needs and assist clients with goals and treatment to facilitate change.
- Assist parents with various issues such as effective discipline and praise and behavior modification.
- Conduct home evaluations on behalf of Department of Family and Children Services.
- Conduct random drug screening on behalf of Department of Family and Children Services.
- Support families in reunification process and support regular visitation and contact between children and parents.
Foster Care Provider
Department Of Family And Children Services
Cedartown, GA
04.2006 - 12.2020
- Prepared and maintained individual beds and personal space for foster children.
- Assisted children through recovery from difficult home or school situations.
- Cared for medically fragile children in need of extensive support.
- Taught older children about money, driving and other important life skills.
- Improved children's health by preparing healthy meals and snacks.
- Transported kids to mandated therapy, extracurricular activities and medical appointments.
- Helped reunify birth families through coordinated visitation strategies.
- Offered extensive care to troubled older children without likelihood of adoption.
- Reduced problem behaviors with positive reinforcement and supportive techniques.
- Supported education of children under care through consistent attendance to school and attentiveness to homework assignments.
- Provided nurturing care to abused and neglected children.
- Monitored education progress.
Case Manager
Highland Rivers Health
Canton, GA
02.2014 - 11.2016
- Helped patients receive appropriate, high-quality care with reasonable results.
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Evaluated treatment plans against individual goals and healthcare standards.
- Review Service plans.
- Research Community resources.
- Engage individuals to facilitate participation in service planning.
- Effective care coordination, discharge planning that promotes community-based care that focus on independence recovery for individuals with serious mental illness.
- Link individuals to community resources such as housing , food and clothing.
- Assist individuals with applying for disability, food stamps. and job applications.
- Participated in professional growth programs to support special education improvement efforts
- Evaluated treatment plans against individual goals and healthcare standards
- Managed support services and fostered communication among social workers, therapists, hospital staff and patients
Internship
Transitions Hospice Care
Rome, GA
10.2013 - 12.2013
- Internship
- Provided care to terminally ill patients during final stages of life
- Educated family members regarding death and process.
- Assessed spiritual and emotional factors with families
- Assisted in volunteer training
- Provided support to families
Case Manager
UHS Pruitt Source
Rome, GA
03.2012 - 11.2013
- Assist patients receive care in home rather than institutional setting .
- Coordinate patient care to ensure patient is able to remain home.
- Facilitate Services such as adult day health, emergency response, home meal delivery and support services.
- Prepared and maintained care plans.
- Collaborate with Dr's on patient care.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs
- Developed positive relationships with parents to foster communication and encourage involvement for student growth
- Helped patients receive appropriate, high-quality care with reasonable results
Education
No Degree - Social Work
Georgia Northwestern Technical College
Rome, GANo Degree - Human Services
Ashford University
San Diego, CANo Degree - Human Services
Walden University
Minneapolis, MNSkills
- Organizational Skills
- Tracking and Documentation
- Responding to Difficult Customers
- Understanding Customer Needs
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
- Home Visits
- Supporting Daily Living Needs
- Health and Human Services
- Great Customer service skills
- Dependable
Timeline
Customer Support Specialist
Phoenix Resource Center
12.2016 - Current
Case Manager
Highland Rivers Health
02.2014 - 11.2016
Internship
Transitions Hospice Care
10.2013 - 12.2013
Case Manager
UHS Pruitt Source
03.2012 - 11.2013
Foster Care Provider
Department Of Family And Children Services
04.2006 - 12.2020
No Degree - Social Work
Georgia Northwestern Technical College
No Degree - Human Services
Ashford University
No Degree - Human Services
Walden University
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